Installing BMC Service Resolution 3.0 for BMC Remedy IT Service Management

BMC Service Resolution 3.0 is a solution for the constituent products: BMC Remedy IT Service Management and BMC TrueSight Infrastructure Management/BMC ProactiveNet.

To get the BMC Remedy IT Service Management features, you must install the BMC Service Resolution 3.0 on a computer that has BMC Remedy IT Service Management 8.1 or later installed. You must also ensure that you have installed the Extensions of the respective BMC TrueSight Infrastructure Management/BMC ProactiveNet versions on this computer.

Note

If you have installed BMC Remedy IT Service Management Service Pack 2 Patch 001 (8.1.02.001), you need not install the BPPM Extensions as the extensions are available out of the box in this patch.

BMC TrueSight Infrastructure Management/BMC ProactiveNet-related features for BMC Service Resolution are available out-of-the-box in BMC TrueSight Infrastructure Management/BMC ProactiveNet version.

Before you begin

  • Review Preparing-for-installation.
  • Install BMC Remedy IT Service Management 8.1 or later and ensure that it is integrated with BMC TrueSight Infrastructure Management/BMC ProactiveNet.
  • Verify that you have BMC Remedy IT Service Management 8.1 or later and BMC TrueSight Infrastructure Management/BMC ProactiveNet 9.6 or later. (The BMC Service Resolution 3.0 installer will not work if you have earlier versions installed.)
  • Take a snapshot of your current working system before running the BMC Service Resolution 3.0 setup.
  • Ensure that IBRSD_HOME variable is set to the <BMC_ProactiveNet_installationDirectory>/pw/integrations/ibrsd folder.
  • Ensure that the default %TEMP% directory has sufficient space for the installation. If not, increase the available space or change the temp location.
    (The installer does not use the InstallAnywhere framework and is not affected by the IATEMPDIR system variable.)

Note

If you have installed BMC Remedy IT Service Management 8.1 and is integrated with BMC TrueSight Infrastructure Management/BMC ProactiveNet or later with the BMC Intelligent Ticketing 2.0.1 patch installed on it, running this installer installs BMC Service Resolution 3.0 on top of it.

To install BMC Service Resolution 3.0 for BMC Remedy IT Service Management

  1.  Download the installation file.
  2. On the ITSM server, unzip the BMC_Service_Resolution_3.0.00.zip file.
  3. Navigate to the Disk1 folder.
  4. Right-click the Setup application and click Run as Administrator.
  5. In the Welcome screen, click Next.
  6. (Optional) If you do not want to use the default directory location, in the Directory Selection screen, click Browse to select a directory.
  7. Click Next.
  8. In the BMC Remedy AR System Server User Inputs, enter the name and password of the AR System server administrator user, TCP port number, and alias name.
  9. Click Next.
  10. On the Installation Review panel, review the list of features and click Install.

  11. After the installation is complete, in the Installation Review Summary screen, click View Log to review any SEVERE errors or warnings in the log. The installation log is available in the %TEMP% folder on your computer.

    Note

    Ignore the following warnings that might occur in the log files.

    - 9054 The specified field does not exist in the form HPD:CFG-Rules : <304384321> warning in the BSR_InstallDirectory\Components\Logs\Logs\adf_import.log file.

    - Duplicate field/VUI ID in the form definition warning in the driver logs in %TEMP% folder.

  12. Close the log file.
  13. To exit the installer, click Done.

Post-installation tasks

After the successful completion of the installation, you must perform additional tasks:

On the BMC TrueSight Infrastructure Management/BMC ProactiveNet server, perform the following:

Preparing the BMC Remedy ITSM server

  1. On the BMC Remedy IT Service Management (ITSM) server, clear the mid tier plug-in cache and the browser cache.

  2. Create a global assignment record to configure default company assignment.

    1. From the Application Administration Console, click the Custom Configuration tab.
    2. From the Application Settings list, choose Foundation> Configure Assignment> Configure Application Assignment, and then click Open. The Configure Assignment form is displayed.

    For more information, see Creating assignments.
    global_co_record.png

  3. Configure assignment routing, incident governance, service requests using the Incident Rules form. For information, see Configuring.

Enabling BMC Service Resolution configuration

After you install BMC TrueSight Infrastructure Management/BMC ProactiveNet version 9.6 or later, you must enable BMC Service Resolution 3.0.

Important

If you are on BMC TrueSight Infrastructure Management version 10.5 and later, you need not enable BMC Service Resolution features because these features are available out of the box in Infrastructure Management 10.5.

New configuration locations

In BMC Service Resolution 3.0, the integration configurations have moved to different areas of BMC Remedy IT Service Management and BMC TrueSight Infrastructure Management/BMC ProactiveNet. The section “Integration for BMC 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:

Label

Name of the form previously used

New configuration location

BMC Event Manager Incident Integration Setup

INT:BEMMappingNew

BMC TrueSight Infrastructure Management/BMC ProactiveNet. See Configuring Event Mappings.

BMC Intelligent Incident Global Configuration

INT:BiiARS:GlobalConfig

BMC Remedy IT Service Management. See Incident Rules Configuration.

BMC Intelligent Incident Service Policy Configuration

INT:ServicePolicyCONSOLE

BMC TrueSight Infrastructure Management/BMC ProactiveNet. See Managing Service Policies.

BMC Service Impact Manager Intelligent Incident Setup

INT:SIM_GlobalMappingConfiguration

BMC TrueSight Infrastructure Management/BMC ProactiveNet. See Configuring Event Mappings.

Note: When you upgrade to BMC Remedy ITSM 9.0, the section “Integration for BMC 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.

To enable BMC Service Resolution configuration

  1. Go to the command prompt.
  2. Change the directory to <BMC_ProactiveNet_installationDirectory>/integrations/EventIntegrator
  3. Run the it30.bat or it30.sh file with the enable command as follows:
    • (Microsoft Windows) it30.bat enable
    • (UNIX)
      bash
      it30.sh enable
  4. Clear your browser cache so that the new integration UI after enabling BMC Service Resolution is displayed.
  5. From Windows Services, disable the BMC ProactiveNet IBRSD service.

  6. (UNIX) To start and stop the SDIG service, go to the command prompt, change directory to <BMC_ProactiveNet_installationDirectory>/integrations/ibrsd/bin and run the following commands:

    ibrsd.sh start
    ibrsd.sh stop
  7. Restart BMC TrueSight Infrastructure Management/BMC ProactiveNet server.

Note

When you upgrade to BMC Service Resolution 3.0, only one instance of iBRSD will be stopped if you are running multiple instances of iBRSD on the same computer. You must manually disable other iBRSD instances.

Configuring BMC Service Resolution

After you enable BMC Service Resolution, you must configure BMC Service Resolution for use.

To configure BMC Service Resolution

  1. Click Start > Control Panel > System and Security > Administrative Tools > Services.
  2. (Windows) Ensure that the BMC Proactivenet IBRSD service is disabled.
  3. In the BMC TrueSight Infrastructure Management/BMC ProactiveNet Operations Console, click Options > Administration.
  4. Under Integrations with other BMC Products, click Edit.

  5. Select the Service Desk Integration check box.

    Note

    Do not select the BMC Remedy Service Desk check box

  6. Enter the following values to integrate BMC Service Resolution.

    Input field

    Description

    AR Server Hostname

    Enter the AR server name

    AR Server Port

    Enter the AR server port number

    AR Server User

    Enter the AR server user name

    AR Server Password

    Enter the password

    MidTier Server Hostname

    Enter the mid tier server hostname

    MidTier Server Port

    Enter the configured mid tier server port. Default port number is 443

    MidTier Server Protocol

    Select HTTPS as the mid tier server protocol

  7. Click Apply.

  8. (Windows) Ensure that the Service Desk Integration Gateway service is running.

    Note

    On UNIX, ensure that the SDIG service is up and running by using the following command:

    ps -ef | grep -i sdig

    If the SDIG service is not running, you must manually start the service. Perform the following:
    - From the command prompt, change the directory to <BMC_ProactiveNet_installationDirectory>/integrations/ibrsd/bin

    - Run the ibrsd.sh start command.

To verify whether BMC Service Resolution 3.0 is enabled, see Verifying-the-version-of-BMC-Service-Resolution.

Performing single-click integration validation

To complete the postinstallation tasks, validate your integrations.

Configuring BMC Service Resolution in multi server deployment model of BMC TrueSight

For information about the multiserver deployment model, see Central Monitoring Administration best practices from the BMC TrueSight Infrastructure Management online documentation.

When implementing BMC Service Resolution, ensure that you configure BMC Service Resolution on the Central server as well as the child servers. Perform the following:

  1. Install BMC Service Resolution on the Central server and child servers. 
  2. Configure BMC Service Resolution on the Central server and child servers. See Enabling BMC Service Resolution configurationand Configuring BMC Service Resolution.
  3. (Optional) Integrate Central server and child servers with ITSM. See Integrating-BMC-TrueSight-Infrastructure-Management-with-BMC-Service-Desk-Incident-Management or Integrating-BMC-TrueSight-Infrastructure-Management-with-BMC-Remedy-OnDemand.
  4. If you do not want to integrate the Central server with ITSM, but you want to receive incident information from the ITSM server, you must register the Central server with the ITSM server.

    On the BMC TrueSight Central server, go to the command prompt and run the pw command in the following format:
    pw ibrsd register –arhost <AR server host name> -arport <AR server TCP port> -arUser <AR server User> -arpwd <AR user password>

For details about the flow of information in this deployment model, see  Configuring-BMC-Service-Resolution-in-multi-server-deployment-of-BMC-TrueSight-Infrastructure-Management.

Related topics

Integrating-BMC-TrueSight-Infrastructure-Management-with-BMC-Service-Desk-Incident-Management

Integrating-BMC-TrueSight-Infrastructure-Management-with-BMC-Remedy-OnDemand

 

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