This documentation supports the 20.08 version of BMC Digital Workplace Advanced, which is available only to BMC Helix subscribers (SaaS). To view an earlier version, select the version from the Product Version menu.

Installing components for hybrid deployment

Hybrid deployment refers to using BMC Digital Workplace in the cloud together with your BMC Remedy IT Service Management (ITSM) server on premises. Optionally, you can install BMC Remedy with Smart IT (Smart IT) on premises. BMC uses the BMC Client Gateway (which uses Kaazing) and server to enable bidirectional communication between the BMC cloud and your on-premises server.

Related topics

Hybrid-deployment-architecture

Kaazing FAQ in Kaazing documentation


Before you begin

You must have BMC Remedy ITSM installed on premises. The system requirements indicates which version of BMC Remedy ITSM is compatible with the current version of BMC Digital Workplace. Instructions for installing BMC Remedy ITSM are available in theBMC Remedy ITSM Deployment documentation. The BMC SaaS Operations team must provide you with the server and port to which you will connect your BMC Client Gateway.

Make sure that you have a Windows or Linux server with the following requirements to act as your BMC Client Gateway:

Component

Requirement

Memory

4 GB or greater

Operating System

Any of the following options:

  • Windows 2008 or later; 64 bit
  • Red Hat Linux Enterprise 5 or later
  • CentOS 5 or later

Java

Version 8 or later, 64 bit

To install and configure the BMC Client Gateway

  1. Download the gateway from https://kaazing.com/download/#ee-kwg.

  2. Unzip the gateway archive.
  3. Open Path\Gateway\conf\gateway-config.xml in a text editor, and change the values for gateway.hostname and gateway.port to the end point indicated by the BMC SaaS Operations team.
  4. Start BMC Client Gateway by running Path\bin\gateway.start.
  5. Check the log files in Path\Gateway\log for error messages.

After you install and configure the BMC Client Gateway, let the BMC SaaS Operations team know that the gateway is configured. The BMC SaaS Operations team configures cloud components and verifies the connection.

To verify hybrid deployment configuration

After the BMC SaaS Operations team completes their configuration, you can perform the following steps to verify the hybrid configuration:

  1. (Optional) If you use BMC Digital Workplace Catalog, perform the following steps:
    1. Log in to the BMC Digital Workplace Catalog console.
    2. Import a service request from your BMC Remedy ITSM server.
  2. Log in to the BMC Digital Workplace Admin console.
  3. Add a service request to the Catalog, as described in Setting-up-sections-in-the-Catalog.
    If you use BMC Digital Workplace Catalog, select the item that you imported to BMC Digital Workplace Catalog. Otherwise, select a service request from your BMC Remedy ITSM server.
  4. Log in to the BMC Digital Workplace end user console.
  5. Request an item from the Catalog.

If any of the steps in this procedure are not successful, work with the BMC SaaS Operations team to troubleshoot the issue. You might need to adjust the configuration of the BMC Client Gateway, or the operations team might need to adjust their configuration.

Troubleshooting

Check the log files in Path\Gateway\log for error messages.

Where to go from here

If you have not yet planned your configuration, complete the Planning-worksheets.

If you have planned your configuration, complete your configuration, as described in Configuring-after-installation-of-BMC-Digital-Workplace.

 

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