Installing AR System server workflows

This topic provides information about installing BMC Remedy Action Request System (BMC Remedy AR System) server workflows for the BMC Remedy ITSM - Mobility: Service Desk 7.6.05 Incident Management application.

You must import the following types of workflows to the AR System server:

• Mobile view workflow for the Incident Management application
• Notification workflow to trigger mobile OS push notification

Importing the Mobile view definition

The Mobile view definition file, IncidentView.def, is located in the workflow/MobilityViews directory. This directory contains the view definition of the HPD:Help Desk form.

To import the Mobile view definition

In BMC Remedy Developer Studio, select Import > View Definitions.

Importing and installing the notification workflow

The notification workflow contains the Mobility Message Queue form, which stores all entry and field changes made to the HPD:Help Desk and HPD:WorkLog incident forms.

Filter and filter guides are created to push changes to the Mobility Message Queue form, and is escalated to create send push messages to the mobility server through the Restful Web Service. The Restful Web Service is implemented as a filter API plug-in.

The definition of the notification workflow is in the NextGenDataChangeTrackWorkflow.def file. The plug-in JAR file is MobilityMessageWebServiceFilterAPI.jar. Both files are located in the workflow/Notification directory.

To import the notification workflow

In BMC Remedy Developer Studio, select Import > Object Definitions to import the NextGenDataChangeTrackWorkflow.def file.

To install the plug-in

1. Place the MobilityMessageWebServiceFilterAPI.jar file in the pluginsvr folder in your AR System server installation directory.
    For example: C:\Program Files\BMC Software\ARSystem\pluginsvr
2. In the pluginsvr directory, create the jersey folder.
3. Copy the following files, which are located in the workflow/Notification directory, to the jersey folder:
   • jersey-client-1.11.jar
   • jersey-core-1.11.jar

4. Edit the pluginsvr_config.xml filed located in pluginsvr directory by adding the following code to the <plugins> XML element. Replace the <pluginServerDirectory> placeholder with the path to the pluginsvr directory. 

   
   <plugin>
   <name>BMC.MOBILITY.MESSAGE.FILTERAPI.WEBSERVICE</name>
   <type>FilterAPI</type>
   <code>JAVA</code>
   <classname>com.bmc.bsm.mobile.filter.MobilityMessageWebServiceFilterAPI</classname>
   <pathelement type="location">C:\Program Files\BMC Software\ARSystem\pluginsvr\MobilityMessageWebServiceFilterAPI.jar</pathelement>
   <pathelement type="location">C:\Program Files\BMC Software\ARSystem\pluginsvr\jersey\jersey-client-1.11.jar</pathelement>
   <pathelement type="location">C:\Program Files\BMC Software\ARSystem\pluginsvr\jersey\jersey-core-1.11.jar</pathelement>
   </plugin>
   

5. Edit the ar.cfg file located in the Conf directory by adding the following line. Replace <arServerName> with the name of the AR System server, and replace <pluginServerPort> with the AR plug-in server port (for example, 9999). 

   
   Server-Plugin-Alias: BMC.MOBILITY.MESSAGE.FILTERAPI.WEBSERVICE BMC.MOBILITY.MESSAGE.FILTERAPI.WEBSERVICE <arServerName>:<pluginServerPort>
   
6. Restart the AR System server.

To enable the AR System server to send push messages to the BMC Remedy ITSM - Mobility server, apart from installing and configuring the plug-in, you need to set your web server name and the web server port information to the Mobility Message Queue: Web Server Info form, which is included in the same notification workflow .def file (NextGenDataChangeTrackWorkflow.def).

Apache Tomcat is the web server that hosts the BMC Remedy ITSM - Mobility server service.

Following is a diagram of the AR System change notification process initiated by an application data change: