Installing offline documentation

If you click the Help button from any BMC Remedy IT Service Management product, the Home page of the online product documentation is launched. For example, if you click the Help button from the Reconciliation Engine console of the BMC Atrium Core product, the online documentation of the Atrium Core product is displayed. Install the offline documentation only if you are bound by a firewall or do not have access to internet so that the documentation is accessible to you within your intranet.

Notes

  • The offline documentation is updated for major releases (X.x) and service packs (X.x.xx) only. No offline documentation is provided for patches.
  • The offline Help is not updated automatically. You must perform this task to update the offline Help.

  • The Localized PDFs are available only on the online Documentation portal. To access Localized PDFs, navigate to the PDFs page of every BMC Remedy ITSM suite product, for example the PDFs for BMC Atrium Core CMDB 9.1.04 are available at https://docs.bmc.com/docs/display/public/ac91/PDFs+and+videos.

Deploying offline documentation

Help.png

To download the offline help from EPD

Follow the download instructions described in the Downloading-the-installation-files topic to obtain the offline documentation made available on the BMC Electronic Product Distribution (EPD) site. To download offline documentation and help for the product, click Documentation on the product EPD links page.

Ensure that you have obtained the following files from EPD:

Product Name

File name

BMC Remedy AR System

Offline Documentation - BMC Remedy AR System, BMC Remedy Migrator, BMC Remedy Encryption Version

BMC Atrium Core 

Offline Documentation - BMC Atrium Core Version

BMC Remedy ITSM Suite

Offline Documentation - BMC Remedy ITSM Applications (Service Desk/Change Management/Asset Management/Knowledge Management) Version

BMC Service Request Management

Offline Documentation - BMC Service Request Management Version 

BMC Service Level Management

Offline Documentation - BMC Service Level Management Version

Remedy ITSM Process Designer

Offline Documentation for Remedy IT Service Management - Process Designer Version


To extract the offline documentation

Extract the zip file to the web application deployment folder of your web container (servlet container).
For example, with an Apache Tomcat web server, extract the zip file to tomcatInstallationDirectory\webapps. Under the tomcatInstallationDirectory\webapps directory, extract each offline help file to a localhelp_xxxxABCD directory where xxxxx indicates the application such as ITSM, AR, servicedesk, change, km, and so on and ABCD denotes the release version, for example 9.1, 18.08, 19.02, and so on.

The following snapshot displays the folder structure for 9.1:

OfflineHelp.png


Note

  • The BMC Atrium Core offline documentation does not get installed correctly and is inaccessible. To resolve this issue, see Offline-documentation-installation-issues.
  • If you do not install the offline documentation in a web server such as Tomcat, the search functionality of the offline Help does not work.

To enable the offline documentation for Remedy components

The following table lists the steps to be performed for enabling offline documentation:

Remedy components

Instructions or additional information

Remedy AR System, Mid Tier, Migrator, and Encryption

  1. Shut down the Mid Tier.
  2. Open the config.properties file, located in the directory <MidtierInstallDirectory>/WEB-INF/classes/.
  3. Locate the key arsystem.wiki.help.baseURL and replace the value with http://midtier:port/localhelp_xxxxABCD/index.html. For example, http://SanJoseTomcat:8080/localhelp_ars91/index.html
  4. Start the Mid Tier.

BMC Atrium CMDB, ITSM Suite and applications

  1. Navigate to the computer on which you have installed the AR System Mid Tier Server. 
  2. From any browser available on the computer that has the AR System Mid Tier Server, type the following URL and log in:
    http://<serverName>:<portNumber>/arsys/forms/<serverName>/SHARE:Application_Properties
  3. From the Property Name drop-down menu, select Offline Help File Path and click Search.

  4. Click each search result, update the Property Value field as per the following table and click Save for each entry.
    The following examples display the offline help URLs for the Remedy 9.1 release.

    Component

    Offline help file path example

    General offline help

    http://<midtier:port>/
    For example: http://SanJoseTomcat:8080/

    ITSM

    localhelp_itsm91/index.html

    Asset Management

    localhelp_asset91/index.html

    Change Management

    localhelp_change91/index.html

    Service Desk

    localhelp_servicedesk91/index.html

    Knowledge Management

    localhelp_km91/index.html

    Service Request Management

    localhelp_srm91/index.html

    Service Level Management

    localhelp_slm91/index.html

    Process Designer

    localhelp_pd91/index.html

    Note

    These entries are case sensitive and must match with the names in the tomcat/webapps directory.

  5. Close the SHARE:Application_Properties form.
    You can now access the offline help from any computer by clicking the Help button on the Mid Tier.

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*