Installation process overview

1

Review the compatibility matrix, and ensure that BMC Service Request Management is compatible with your system.

The compatibility information listed in the product documentation is subject to change. For the latest, most complete information about what is officially supported, see the compatibility matrix at http://www.bmc.com/support.

2

Check the websites of the suppliers of the platforms in use at your site to verify that they are still supported.

BMC does not support platforms that are no longer supported by the vendor. Carefully read the system requirements for your particular operating system, especially the patch requirements.

3

Review the BMC Remedy AR System, BMC Atrium CMDB, and any supporting BMC Remedy ITSM application requirements.

If you are installing AR System, BMC Atrium CMDB, or any supporting BMC Remedy ITSM applications, read the information about their system requirements carefully (for example, prerequisites for your underlying database) before you start installing BMC Service Request Management. Ensure that the BMC Remedy AR System server meets the minimum hardware requirements described in AR System hardware requirements Installing applications onto an underpowered server can result in unexpected system behavior, which can include installation errors, slow response time, and sudden application stoppages.

4

Review Known and corrected issues for BMC Service Request Management.

For updated installation prerequisites, including BMC Remedy AR System server and application patches, see http://www.bmc.com/support.

5

Back up the BMC Remedy AR System database.

Do not skip this important step, which enables you to restore BMC Remedy AR System to its preinstallation state if you encounter problems.

6

Review and complete the appropriate preinstallation procedures.

See the following topics:

• Preparing the Windows environment
• Running an X Windows client (UNIX only)
• Preparing BMC Remedy AR System to run the application
• Crystal Reports prerequisites
• Installing the application if BMC Remedy Encryption Security is activated

7

Install the following products and add their licenses:

1. If not already installed, install the following products:
   • BMC Remedy Action Request System (AR System) server
   • BMC Remedy Approval Server
   • BMC Remedy Assignment Engine
2. Add the BMC Remedy AR System server license.
3. Install BMC Atrium CMDB and BMC Product Catalog. (The installer automatically add its licenses.)
4. Add the BMC:Financial Mgmt Application license (for Foundation).

Add the BMC Remedy AR System server license immediately after the BMC Remedy AR System installation. Then, add the BMC Atrium Core application licenses. (The Atrium Integration Engine and Atrium CMDB licenses are automatically added by the BMC Atrium CMDB installer.) Then, proceed with the BMC Atrium CMDB installation.
Install the Approval Server before installing BMC Asset Management or BMC Change Management. If you are installing multiple BMC Remedy ITSM applications, install the Approval Server only once.
Install the Assignment Engine before installing BMC Remedy ITSM applications. If you are installing multiple BMC Remedy ITSM applications, install the Assignment Engine only once.

For more information, see Planning BMC Remedy AR System installation in an enterprise environment and the BMC Atrium Core installation documentation.

3

Activate the BMC Service Request Management application license (BMC:SR Mgmt Application). Activate the licenses for the following optional applications:

• BMC Remedy ITSM applications
• BMC Service Level Management
• BMC Knowledge Management

If you want to enable full text search (FTS), add an FTS license. For information about licensing, see Application licenses.

9

For HP-UX and Linux systems, configure the operating system to allow long file names to be read and copied.

You might have operating system configuration issues in you install directly from a DVD. In some cases, the DVD mount causes long file names from the DVD to fail.

10

Ensure that no application is using port 12333.

The installer uses port 12333.

11

Install BMC Service Request Management and any other BMC applications.

See Installing BMC Service Request Management.

Note: If you previously installed any BMC Remedy ITSM applications, install the latest patches before you install BMC Service Request Management.

12

Install online Help.

See Installing help

13

Ensure that application users have the correct permissions.

See User Permissions.

15

Perform post-installation activities.

See Configuring after installation.