Post installation procedures

After you install BMC Service Resolution on both BMC ProactiveNet and Remedy ITSM computers, perform the following tasks:

1. Prepare the Remedy ITSM server. Perform the following:

   1. On the Remedy IT Service Management (ITSM) server, clear the mid tier plug-in cache and the browser cache.
   2. Create a global assignment record as shown in the following image. This step is required to configure default company assignment. For more information, see Creating assignments.
      
   3. In the Incident Rules form, configure assignment routing, incident governance, and service requests. For information, see Configuring.

    

2. Integrate BMC ProactiveNet with Remedy ITSM:
   • If your Remedy ITSM system is on premises, see Integrating-TrueSight-Infrastructure-Management-or-ProactiveNet-with-BMC-Service-Desk-Incident-Management.
   • If your Remedy ITSM system is in a Software-as-a-Service (SaaS) setup, see Integrating-TrueSight-Infrastructure-Management-or-ProactiveNet-with-Remedy-OnDemand.
3. Perform single-click integration validation. See Validating-integrations.

4. If you are installing BMC Service Resolution on a 9.0 version of Remedy AR System, add a new environment variable called ARDATE in the AR System server with the following value:

   ARDATE    MM/dd/yyyy HH:mm:ssZ

Starting with BMC Service Resolution 3.0 and later, the integration configurations have moved to different areas of Remedy IT Service Management and BMC ProactiveNet. The section “Integration for Remedy Service Desk” is no longer available in the Application Administration Console. The forms can be accessed by opening them directly in a browser. 

Refer to the following table for form names and where to find their new configuration location:

Note: When you upgrade to Remedy ITSM 9.0, the section “Integration for Remedy Service Desk” is not available in the Application Administration Console. However, if you are still using a version prior to BMC Service Resolution 3.0, these integration options are available and they can be accessed directly from the UI.

Related topic

Installing