This documentation supports the 22.1 version of BMC Service Request Management.

To view an earlier version, select the version from the Product version menu.

Configuring the Mid Tier for BMC Service Request Management

Perform the steps mentioned in this topic to correctly configure the Mid Tier for  BMC Service Request Management.

JBoss settings

If you are using JBoss server, you must configure the library files, as JBoss does not automatically pick up the library files that come with Mid Tier.

To set up JBoss to work with BMC Service Request Management

  1. Stop JBoss.
  2. Copy the following files to the <midTierInstallationFolder>\WEB-INF\lib folder:
    • classes.jar
    • antlr.jar
    • stringtemplate.jar
    • plugin-api.jar
    • gson-1.3.jar
      You can find these files in the <midTierInstallationFolder>\PluginsCache folder for the SRMSServiceRequestBrowser plug-in.
  3. Restart JBoss.

Configuring the default web path

To ensure that users can access the application from a browser, you need to configure the default web path.

To configure the default web path

  1. From the IT Home page, open the AR System Administration Console.
  2. Click System > General > Server Information> Advanced tab.
  3. Enter the path to the mid tier in the Default Web Path field, per this format:
    http://<midTierServer>:<portNumber>/arsys


Multi-tenancy settings

Configure multi-tenancy to enforce access control in Service Request Management. For example, when you create an SRD, you can either specify which company the SRD belongs to, or you can make it a global SRD. For company-specific SRDs, only people who belong to the company can access the SRD. However, any user can see a global SRD, regardless of the company to which the user belongs.

If Multi-Tenancy appears in the Tenancy Mode field, your organization uses the Company field for access control. You cannot allow guest users to access the system; only users registered in the People form are allowed access. For information, see Allowing unknown users to access the Request Entry console.

You can configure the Mid Tier path by using the Service Request Management Application Settings form. Additionally, this form displays information about multi-tenancy settings for the Request Entry console. Use this form to determine if your organization supports multi-tenancy or usage by a single default company. 

You can also configure unknowns user access to the Request Entry console. For information, see Allowing unknown users to access the Request Entry console.

To enable guest mode

  1. From the IT Home Page, open the AR System Administration Console.
  2. In the Application Administration Console, click the Custom Configuration tab.
  3. From the Application Settings list, select Service Request Management > Advanced > Application Settings, and click Open.
  4. To allow guest users to access the Request Entry console:
    1. In the Allow Unknown Users field, select Yes.
      To disable access for unknown users, select No.
    2. If you select Yes, specify the proxy login information.

  5. In the Mid Tier Path field, enter the default path of the Mid Tier using the fully-qualified domain name format, for example:

    Example

    https://255.255.255.255:8080/arsys
    https://ccm-five1-vm2.labs.acme.com/arsys
    https://chardonnay.labs.acme.com:8080/arsys

  6. Click Save.

Configuring the Mid Tier to view DVF fields

To view the data visualization fields (DVF) in Service Request Management, you must correctly configure the Mid Tier.

To configure the Mid Tier to view DVF fields

  1. From the IT Home Page, open the AR System Administration Console.
  2. In the Application Administration Console, select System > General > Server Information.
  3. In the Server Information window, click the Advanced tab.
  4. In the Default Web Path field, enter the mid tier URL.
    The format is http://<webServer>:<port>/<contextPath>. The default value for <contextPath> is arsys.
    Specify <port> only if you are not using the default port number of 80. Be sure to use the fully qualified domain name.

  5. Click OK .
  6. Open the Mid Tier Configuration Tool:
    http://<midTierHost>/arsys/shared/config/config.jsp
  7. Click General Settings .
  8. Enter the AR System name in the Data Visualization Module Server field, matching the server you specified in step 4.

    Best practice

    Configure the Data Visualization Module on the Mid Tier to use only one server.

  9. Click AR Server Settings.
  10. Verify that the value in the Server Name column matches the AR System name you specified in step 4.
  11. Log into the AR System with your browser, and open the IT Home Page.
  12. In the left navigation pane, click the Request Entry link under Service Request Management.
    If you correctly configured the Mid Tier, the Request Entry console opens.
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