ITSM Installation Guide-7003

BMC Remedy IT Service Management 7.0.
03
Installation Guide
December 2007
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Customer Support
You can obtain technical support by using the Support page on the BMC Software website or by contacting Customer Support by telephone or email. To expedite your inquiry, please see Before Contacting BMC Software.
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Read overviews about support services and programs that BMC Software offers. Find the most current information about BMC Software products. Search a database for problems similar to yours and possible solutions. Order or download product documentation. Report a problem or ask a question. Subscribe to receive email notices when new product versions are released. Find worldwide BMC Software support center locations and contact information, including email addresses, fax numbers, and telephone numbers.
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In the United States and Canada, if you need technical support and do not have access to the Web, call 800 537 1813 or send an email message to customer_support@bmc.com. (In the Subject line, enter SupID:<yourSupportContractID>, such as SupID:12345.) Outside the United States and Canada, contact your local support center for assistance.
Before contacting BMC Software

Have the following information available so that Customer Support can begin working on your issue immediately:
Product information Product name Product version (release number) License number and password (trial or permanent)
Operating system and environment information Machine type Operating system type, version, and service pack System hardware configuration Serial numbers Related software (database, application, and communication) including type, version, and service pack or maintenance level
Sequence of events leading to the problem Commands and options that you used Messages received (and the time and date that you received them) Product error messages Messages from the operating system, such as file system full Messages from related software
License key and password information

If you have a question about your license key or password, contact Customer Support through one of the following methods:
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Contents
Preface 7
Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 New icon . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 ITSM applications overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 BMC Remedy Asset Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 BMC Remedy Change Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 BMC Remedy Incident Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 BMC Remedy Problem Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 BMC Service Level Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Supporting applications overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 BMC Service Request Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 BMC Remedy Knowledge Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 BMC Atrium CMDB . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 BMC Remedy Approval Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 AR System Assignment Engine. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 ITSM modules overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Foundation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Financial Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Contract Management System. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Asset Inventory System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Definitive Software Library . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Task Management System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Command Automation Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Requester Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 BMC Remedy IT Service Management documentation . . . . . . . . . . . . . . . . . . . . . . . . . 14 Solution documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Related documentation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Chapter 1 Before you install 17
Installation order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 General prerequisites. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Prerequisites related to AR System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Contents
Database-related prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 All databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Databases not configured to extend automatically. . . . . . . . . . . . . . . . . . . . . . . . . . 22 IBM DB2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Microsoft SQL Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Oracle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Sybase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Reports-related prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Web services-related prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Minimum hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 AR System application hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Mid tier hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Reviewing the compatibility matrix . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Running the environment pre-check utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Changes to AR System and BMC Atrium CMDB . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Chapter 2 Installing ITSM 35
Activating application licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Obtaining license keys for AR System 7.0.01 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Installing the applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Configuring the AR System server for the installation . . . . . . . . . . . . . . . . . . . . . . 37 Installing as non-root. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Installing the Approval Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Installing the Assignment Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Installing ITSM applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Installing help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Installing ITSM to a server group. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Performing post-installation activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Downloading ITSM patches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Changing the tenancy mode. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 Changing the schema sort order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 Configuring AR System Server for CAI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57 Changing the time zone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 Creating Windows shortcuts to ITSM applications . . . . . . . . . . . . . . . . . . . . . . . . . 61 Creating AR System User Preference records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 Appendix A Installation logging 63
ITSM log files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 Summary log files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 Detailed log files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 Error log files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 Using log files to troubleshoot an installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 Index 67
Installation Guide
Preface
This guide describes how to install the BMC Remedy IT Service Management (ITSM) applications:
! ! !
BMC Remedy Asset Management BMC Remedy Change Management BMC Remedy Service Desk solution, which includes the BMC Remedy Incident Management application and the BMC Remedy Problem Management application
NOTE
Installing BMC Service Level Management (SLM) is explained in the BMC Service Level Management Installation Guide. The applications run on the BMC Remedy Action Request System (AR System) platform and share a common database. All five applications consume data from the BMC Atrium Configuration Management Database (CMDB) application.
Audience
This guide is intended for the following IT professionals:
! !
AR System administrators Other qualified IT professionals who are responsible for installing the ITSM applications
New icon
This guide contains the New icon, to identify information that is new or substantially changed with version 7.0.03.
Preface 7
BMC Remedy IT Service Management 7.0.03
ITSM applications overview

Each ITSM application contains the consoles, forms, active links, escalations, flashboards, and so on, needed to execute their basic functions. The applications also use several integrated modules and supporting applications that extend and enhance these basic functions. You install the ITSM applications and their supporting applications manually. The integrated modules are installed automatically by the individual ITSM application installers. For an overview of the supporting applications, see Supporting applications overview on page 10. For an overview of the individual modules, see ITSM modules overview on page 12. Depending on the needs of your organization, you can install one or more of the ITSM applications. If you are installing only some of the ITSM applications now, you can install the others later without having to perform any special integration procedures. When installing more than one ITSM application, you can install them in any order. You must, however, install the supporting applications for each ITSM application a in a specific sequence. See Installation order on page 18.
NOTE
If SLM is already installed on your system, the individual ITSM application installers detect it and prompt you to install some integration software when the installer finishes. The integration software is shipped with the SLM application. See the BMC Service Level Management Installation Guide for more information about the integration installation.
BMC Remedy Asset Management

The BMC Remedy Asset Management application lets IT professionals track and manage enterprise CIsand their changing relationshipsthroughout the entire CI lifecycle. As part of the BMC Remedy ITSM Suite, Asset Management is integrated with BMC Remedy Service Desk (which contains the BMC Remedy Incident Management and BMC Remedy Problem Management applications), BMC Remedy Change Management, and BMC Service Level Management, and offers flexibility to support customized business processes. For more information, see the BMC Remedy Asset Management Users Guide.
Installation Guide
ITSM applications overview
BMC Remedy Change Management

Using ITIL-compatible best practices, BMC Remedy Change Management provides IT organizations with the ability to manage changes by enabling them to assess impact, risk, and resource requirements, and then create plans and automate approval functions for implementing changes. It provides scheduling and task assignment functionality, and reporting capabilities for reviewing performance and improving processes. Because Change Management is integrated with the BMC Atrium CMDB, it lets you relate changes to other records, such as configuration items (including services) and incidents. For more information, see the BMC Remedy Change Management Users Guide.
BMC Remedy Incident Management

BMC Remedy Incident Management is used to manage incidents. Incident management is reactive, and is typically initiated in response to a customer call or an automated event. An example of an automated event might be an alert from a monitoring system, such as BMC Service Impact Management (SIM). The primary goal of the incident management process, according to ITIL standards, is to restore normal service operation as quickly as possible with minimum disruption to the business, thus ensuring that the best achievable levels of availability and service are maintained. An incident is any event that is not part of the standard operation of a service and that causes an interruption to or a reduction in the quality of that service. Normal service operation is the operation of services within the limits specified by BMC Service Level Management (SLM). For more information, see the BMC Service Desk: Incident Management User's Guide.
BMC Remedy Problem Management

BMC Remedy Problem Management is used to manage problem investigations, known errors, and solution database entries. Problem management can proactively prevent the occurrence of incidents, errors, and additional problems. A problem investigation helps an IT organization get to the root cause of incidents. It initiates actions that help to improve or correct the situation, preventing the incident from recurring. After a problem investigation identifies the cause, this information can result in either a known error or a solution database entry. A known error is a problem that has been successfully diagnosed and for which a temporary work-around or permanent solution has been identified. A solution database entry contains information that might be required to provide or restore a service. For more information, see the BMC Service Desk: Problem Management User's Guide.
Preface 9
BMC Service Level Management

BMC Service Level Management enables a service provider, such as an IT organization, a customer support group, or an external service provider, to formally document the needs of its customers or lines of business using service level agreements, and provide the correct level of service to meet those needs. Service Level Management also provides a means to review, enforce, and report on the level of service provided. It streamlines the most important task of all, which is the communication between a service provider and its customers. Multiple service targets can be defined and monitored, acting as a bridge between IT service support and IT operations. This enables costs to be controlled and helps to provide a consistent level of service in support of a key business service. For more information, see the BMC Service Level Management User's Guide.
Supporting applications overview

This section contains a brief description of each supporting application. For a complete description of the supporting applications, see the related supporting applications guide (the guide titles are shown at the end of each brief description, where applicable).
BMC Service Request Management

BMC Service Request Management (SRM) allows IT to define offered services, publish those services in a service catalog and automate the fulfillment of those services for their users. With SRM, users have the ability to help themselves, which reduces the requests coming into the service desk. This enables IT to focus on more mission-critical activities, such as resolving incidents related to service failures and restoring critical services. SRM also provides the ability to automate workflows for each service, enforcing consistency of process and faster fulfillment of the request. For more information, see the BMC Service Request Management Administrators and User's Guide.
BMC Remedy Knowledge Management

BMC Remedy Knowledge Management is a world-class application that allows users to author and search for solutions in a knowledge base. It includes a comprehensive editor with extensive editing tools and a robust search engine that allows users to search for solutions using natural language or Boolean searches. BMC Remedy KM is also tightly integrated with the BMC Remedy Action Request System (AR System), providing a seamless integration between knowledge management and service management.
10
Installation Guide
Supporting applications overview
BMC Remedy KM can improve staff efficiency, customer service and satisfaction, and business service quality. Call center efficiencies can be dramatically improved by providing agents with quick answers and solutions to customer issues. In addition, web-based self-service options allow employees or customers to find their own answers at any time using a natural language search. For more information, see the BMC Remedy Knowledge Management Installation and Integration Guide.
BMC Atrium CMDB

BMC Atrium CMDB stores information about configuration items and their relationships in an inheritance-based data model, and has the ability to reconcile data from different sources. BMC Atrium CMDB provides a single source of truth about your IT environment, enabling other BMC applications to manage CIs, predict the impact of configuration changes, and perform other Business Service Management (BSM) functions. For more information, see the BMC Atrium CMDB Users Guide.
BMC Remedy Approval Server

Approval Server lets you automate approval processes. When an AR System application triggers an approval process, the Approval Server routes a request to collect signatures within a defined approval process, handling all notifications and requests for more information as it collects each response (approving or rejecting). Approval Server then reactivates the original application, reporting the result of the approval process. You can have multiple Approval Servers running with multiple AR System Servers on one computer. For more information, see the BMC Remedy Approval Server Guide for Users and Administrators.
AR System Assignment Engine

Assignment Engine is used to automatically determine an assignee for a ticket, based on a set of rules that you can configure. Such rules typically include the availability of employees and group membership. The engine can be configured to assign employees either on a round-robin basis or by load balancing. The latter method can be further configured by capacity of employees or by the number of requests assigned. If you specify fall-back rules, the assignment engine makes sure that no ticket goes unassigned, and allows the application to find an available assignee who is best suited to work on the request. For more information, see the BMC Remedy Action Request System Configuring guide.
Preface 11
ITSM modules overview

Each ITSM application installer automatically installs several modules. Like the supporting applications, the modules provide background functionality and extend the capabilities of the applications. Some modules are required by more than one ITSM application. Where this is the case, the installer installs the module only once. For example, if you install Change Management, then later install Asset Management (both of which use the Definitive Software Library [DSL]), the installer skips the DSL installation during the Asset Management installation.
Foundation
Foundation contains all of the forms, workflow, and data that are needed to support the applications.
Financial Management
Financial Management improves corporate budgetary accountability by tracking the expenses (both forecast and actual) for material, labor, and so on, associated with records in the ITSM applications.
Contract Management System

Contract Management tracks the status, type, terms, conditions, payments, and other information regarding lease, software, warranty, and maintenance contracts.
Asset Inventory System

Asset Inventory enters, tracks, and manages individual assets and bulk items.
Definitive Software Library

The Definitive Software Library (DSL) is a central repository of approximately 10,000 approved product dictionary entries. These entries are the master names of the software applications. Any application that uses the DSL can specifically identify a single name for a software application and its versions, which in turn supports software license compliance.
12
Installation Guide
ITSM modules overview
Task Management System

Task Management System (TMS) is an AR System subsystem that is used to create task templates and task group templates that can be used by the Change Management, Incident Management, and Problem Management applications. Besides the ability to set up predecessor-successor relationships, TMS supports branching and multiple task paths as well as the data exchange between tasks. TMS also supports integration with BMC Change and Configuration Management (CCM) through a launch mechanism. For more information, see the BMC Remedy Task Management System Administrators Guide.
Command Automation Interface

The Command Automation Interface (CAI) is a subcomponent used by TMS to execute commands on external systems. CAI uses a command definition (a type of template) to construct commands using the parameters sent to it by TMS. CAI then uses a predefined conduit (for example, a web service, a command line, a URL, and so on) to execute the command.
Requester Console
The Requester Console is the customer-facing, user interface of the Change Management and Incident Management applications. It is a single entry point where users of these applications can submit a change request or report an incident. The BMC Service Request Management (SRM) application provides a richer set of features and functions as compared to the Requestor Console. If SRM is implemented, it is used instead of the Requestor Console as the customer-facing interface. For more information, see the BMC Service Request Management Administrators and User's Guide.
Preface 13
BMC Remedy IT Service Management documentation

The following table lists the documentation available for ITSM. Unless otherwise noted, online documentation is available with the product and on the Customer Support website at http://www.bmc.com/support_home.
Title ITSM Configuration Quick Start BMC Remedy IT Service Management 7.0.03 Release Notes BMC Remedy IT Service Management 7.0.03 Installation Guide Document provides Audience A reference card to quickly install and configure applications Administrators in the ITSM suite. Information about known issues in each release of BMC Remedy IT Service Management. Also provides a list of new features included with the applications. Everyone
Administrators Procedures for installing the BMC Remedy IT Service Management applications and solutions, BMC Remedy Service Desk solution (BMC Remedy Incident Management and BMC Remedy Problem Management), BMC Remedy Change Management, and BMC Remedy Asset Management. Administrators
BMC Remedy IT Service Procedures for configuring the BMC Remedy IT Service Management 7.0 Configuration Management applications. Guide BMC Remedy Asset Procedures for using the BMC Remedy Asset Management Management 7.0 Users Guide application; includes new features and overview.
Everyone
BMC Remedy Change Procedures for using the BMC Remedy Change Management Everyone Management 7.0 Users Guide application; includes new features and overview. BMC Remedy Service Desk: Incident Management 7.0 Users Guide BMC Remedy Service Desk: Problem Management 7.0 Users Guide BMC Remedy Task Management System 7.0 Administrators Guide Procedures for using the BMC Remedy Service Desk: Incident Everyone Management application; includes new features and overview. Procedures for using the BMC Remedy Service Desk: Problem Everyone Management application; includes new features and overview. Procedures to configure Task Management. This guide also includes steps to configure seamless authentication between BMC Remedy Change Management and the other components of BMC Change and Configuration Management (CCM). Help for using and configuring ITSM, available by clicking Help in the product interface. Available from help links after help is installed. Everyone Administrators
Help
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Installation Guide
BMC Remedy IT Service Management documentation
Solution documentation
The following table lists documentation for BMC solutions that include ITSM. This documentation is available on the Customer Support website at
http://www.bmc.com/support_home.
Title
Document provides
Audience Everyone
BMC Dashboards for Business Information about installing, configuring, and using BMC Service Management Getting Dashboards for BSM. Started BMC Change and Information about installing and configuring the CCM Configuration Management (Change and Configuration Management) offerings. Installation and Configuration Guide BMC Service Impact Manager: Detailed information about the Integration for the BMC Integration for BMC Remedy Remedy Service Desk (IBRSD) component. This guide is Service Desk User Guide intended for system administrators and users with an understanding of the BMC Impact Manager and BMC Remedy Service Desk environments. Service Management Solutions Information about new features, open issues, and resolved Release Notes issues. Service Management Solutions A certified path, which has been tested and validated, to Installation and Configuration successfully install the Service Management Solution offerings. Guide Service Management Solutions A reference to quickly installing and configuring Service Installation Overview Management Solutions applications.
Administrators
Everyone
Everyone Administrators
Administrators
Related documentation
The following table lists documentation for related BMC products that might be of interest to ITSM users. This documentation is available on the Customer Support
website at http://www.bmc.com/support_home.
Title BMC Remedy Action Request System 7.x Concepts BMC Remedy Action Request System 7.x Installing BMC Remedy Action Request System 7.x Configuring BMC Remedy Action Request System 7.x Installing and Configuring BMC Remedy Mid Tier BMC Remedy 7.x Approval Server Guide for Users and Administrators Document provides Concepts for using the Action Request System. Procedures for installing the AR System. Audience Administrators Administrators
Procedures about configuring AR System servers and clients, Administrators localizing, importing and exporting data, and archiving data. Procedures about the mid tier, including mid tier installation Administrators and configuration, and web server configuration.
Topics on installation and configuration of the Approval Server, how to use the Approval Server, and understanding the approval workflow.
Everyone
Preface 15
Title BMC Atrium CMDB 2.x Release Notes
Document provides Information about new features, open issues, and resolved issues.
Audience Everyone Administrators
BMC Atrium CMDB 2.x Information about installing and configuring BMC Atrium Installation and Configuration CMDB, including permissions, class definitions, Guide reconciliation, and federation. BMC Atrium CMDB 2.x Users Guide BMC Atrium CMDB 2.1.00 Troubleshooting Guide Information about using BMC Atrium CMDB, including searching for and comparing CIs and relationships, relating CIs, viewing history, and launching federated data.
Users
Information about resolving issues with BMC Atrium CMDB Administrators, components, including API, filter, and console error messages programmers, and their solutions. and BMC Support personnel Information about known issues in each release of BMC Service Level Management. Also provides a list of new features included with the application. Everyone
BMC Service Level Management 7.1.00 Release Notes BMC Service Level Management 7.1.00 Installation Guide BMC Service Level Management 7.1.00 Users Guide BMC Service Level Management 7.1.00 Configuration Guide
Procedures for installing the BMC Service Level Management Administrators application. Procedures for using the BMC Service Level Management application; includes new features and overview. Procedures for configuring the BMC Service Level Management application. Everyone
Administrators
BMC Service Request Information about new features and known issues. Management 2.0 Release Notes BMC Service Request Management 2.0 Installation Guide BMC Service Request Management 2.0 Guide for Administrators and Users Procedures for installing the BMC Service Request Management application. Procedures for administrating and using the BMC Service Request Management application.
Everyone Administrators
Everyone
BMC Service Request Procedures for configuring the BMC Service Request Management 2.0 Configuration Management application. Guide BMC Remedy Knowledge Management 7.1.01 Installation and Integration Guide Procedures for installing BMC Remedy Knowledge Management and integrating it with your system.
Administrators
Administrators
16
Installation Guide
Chapter
Before you install
This section contains important information about installation prerequisites. Review this section before installing the BMC Remedy IT Service Management (ITSM) applications. The following topics are provided:
! ! ! ! ! ! ! ! ! !
Installation order (page 18) General prerequisites (page 19) Prerequisites related to AR System (page 20) Database-related prerequisites (page 21) Reports-related prerequisites (page 28) Web services-related prerequisites (page 28) Minimum hardware requirements (page 30) Reviewing the compatibility matrix (page 31) Running the environment pre-check utility (page 31) Changes to AR System and BMC Atrium CMDB (page 33)
Chapter 1
Before you install
17
Installation order
The following table shows the order in which to perform the installations. It also suggests when to make backups and install help. Use it when planning your installation.
Completed? Step number 1 Operation Comments Windows procedure location See page 31 UNIX procedure location See page 31
Run the Make sure your system meets the environment pre- environmental requirements. check utility. Install BMC Atrium CMDB. Back up the AR System database.
This is an installation prerequisite. See N/A the BMC Atrium CMDB Installation and Configuration Guide. This allows you to restore AR System N/A to its preinstallation state if you encounter problems. See page 38
N/A
N/A
Install BMC Install the Approval Server before Remedy installing Asset Management or Approval Server. Change Management. If you are installing multiple AR System applications, install the Approval Server only once.
See page 38
Install AR System Install the Assignment Engine before See page 38 Assignment installing ITSM applications. Engine. If you are installing multiple AR System applications, install the Assignment Engine only once. Activate the application licenses. Install ITSM. Install ITSM patches. Install help. License the applications before you install them. Install the ITSM applications. For information about downloading patches, see Downloading ITSM patches on page 54. Install help after installing the application. See page 36
See page 40
See page 36
7 8
See page 42 Patch Readme file See page 48
See page 45 Patch Readme file See page 51
18
Installation Guide
General prerequisites
General prerequisites
Before installing ITSM, make sure the following installation prerequisites are met.
!
ITSM must be compatible with your system. See Reviewing the compatibility matrix on page 31. Make sure that you obtain all of the licenses that you need and that you install the licenses to the AR System server before you install the applications. If you are downloading the applications from the Web, make sure you extract the compressed files into a working directory, from which you can run the installation. Make sure you install the latest patches for:
! ! !
BMC Remedy Action Request System BMC Remedy Administrator BMC Remedy User (required if you access the application using the BMC Remedy User client) BMC Remedy Mid Tier BMC Remedy Approval Server AR System Assignment Engine
! ! !
For information about downloading patches, see Downloading ITSM patches on page 54. For more information, see release notes and technical bulletins for AR System and for ITSM.
!
The BMC Atrium CMDB should be installed before installing ITSM. If you need to install it later, see the BMC Atrium CMDB Installation and Configuration Guide for information. Before you install ITSM applications, make sure the server meets the minimum hardware requirements described in Minimum hardware requirements on page 30. Installing applications onto an underpowered server can result in unexpected system behavior, which can include installation errors, slow response time, and sudden application stoppages. For HP-UX and Linux systems, you might find operating system configuration issues in installing directly from a DVD. In some cases, the DVD mount might cause long file names from the DVD not to work. To prevent this problem, configure the operating system to allow long file names to be read and copied. Check the websites of the suppliers of the platforms in use at your site to verify that they are still supported. BMC does not support platforms that are no longer supported by the vendor. Carefully read the system requirements for your particular operating system, especially the patch requirements.
Chapter 1
Before you install
19
Prerequisites related to AR System

Before installing an ITSM application, make sure that the following installation prerequisites related to AR System are met.
!
Make sure that you have installed and licensed (or have upgraded to) AR System 7.0.01, patch 004, or later on all servers and BMC Remedy User clients that you are using with the application. For more information, see Reviewing the compatibility matrix on page 31. To install an ITSM application, make sure you are a member of the Administrator group in the AR System User form. To use email notifications, install the BMC Remedy Email Engine. For information about the email engine, see the BMC Remedy Action Request System Administering BMC Remedy Email Engine guide. You can also use BMC Remedy Alert for notifications. To access the application using a browser or to use BMC Remedy Flashboards with an ITSM application, install a supported web server and the BMC Remedy Mid Tier. For a list of supported web servers, see product compatibility information on the Customer Support website. For more information, see Reviewing the compatibility matrix on page 31.
NOTE
As part of AR System installation, the Flashboards components required by ITSM to view real-time Flashboards are installed automatically. You do not have to perform a separate Flashboards server installation. However, you need a Flashboards license to use all the flashboards included with the ITSM applications.
!
For improved performance if you are using ITSM with BMC Atrium CMDB 2.1.00, BMC recommends running your AR System server on a private RPC socket with the following values: Windows
! RE-RPC-Socket 390698
(for the Reconciliation Engine) (for the AR System Server)
! Private-RPC-Socket 390698 10 10
UNIX
! RE-RPC-Socket 390698
(for the Reconciliation Engine) (for the AR System Server)
! Private-RPC-Socket 390698 6 6
NOTE
You can also use port number 390699, but the port numbers for the Reconciliation Engine and the AR System Server must match.
20
Installation Guide
Database-related prerequisites
You must configure the AR System server to run on a private server first to allow this. For more information about private servers, see the BMC Remedy Action Request System Configuring guide.
Before installing ITSM applications, make sure that the database meets the prerequisites listed in this section.
IMPORTANT
Review this section before running the environment pre-check utility, as described in Running the environment pre-check utility on page 31. In addition to a general section that applies to all database types, this section contains references to the following, specific database types:
! ! ! !
IBM DB2 (page 22) Microsoft SQL Server (page 25) Oracle (page 25) Sybase (page 26)
Depending on the database you are using, make the following adjustments.
All databases
BMC recommends at least 2000 MB of disk space for the database. Depending on the number of records your system handles and the specific type of database you are using, however, you might need more than this. If you do not have 2000 MB or more before beginning the installation, you might run out of free space during installation. As the transaction log fills up, AR System suspends operation. When the transaction log is completely full, AR System writes a message to the AR System error log and the installation terminates.
NOTE
If the transaction log fills during the installation and the installation fails, clear the transaction log, and then increase the size of the transaction log before reinstalling ITSM applications. See the documentation for your database for information about how to increase the size of the database transaction log or how to clear it.
Chapter 1
Before you install
21
Databases not configured to extend automatically

The following information relates to databases that are not configured to extend automatically. This information does not apply to Oracle, which has separate requirements listed in Oracle on page 25.
!
NOTE
Set the AR System data file size to at least 2000 MB for one ITSM application, or to at least 4000 MB if you are installing all ITSM applications. Set the log file size to 2000 MB, or higher.
IBM DB2
Make sure your DB2 environment is set up as described in this section. Some IT Service Management (ITSM), Service Request Management (SRM), and Approval Server forms have entries that exceed the default AR System size limit for each record. The following steps help optimize the way DB2 determines which forms it places in larger containers. Perform these steps to provide a balanced performance standard across all of the forms.
NOTE
If you are installing ITSM applications on Windows using DB2 8.1 on AR System 7.0.01, you must install DB2 Fix Pack 12 or later before installing the applications. To perform the following steps, make sure you are logged in as the DB2 instance owner, for example: su - db2<instance>.
1 Set up the database configuration options by running the following example
commands:
DB2=> DB2=> DB2=> DB2=> UPDATE UPDATE UPDATE UPDATE DB DB DB DB CFG CFG CFG CFG for for for for <DATABASE <DATABASE <DATABASE <DATABASE NAME> NAME> NAME> NAME> using using using using APP_CTL_HEAP_SZ 40480 UTIL_HEAP_SZ 95000 STMTHEAP 60000 LOGFILSIZ 4000
NOTE
The default database name is ARSYSTEM.
2 Stop the AR System server. 3 Create a 32 KB buffer pool, as shown in the following example commands:
DB2=> connect to <databasename> DB2=> create bufferpool <bufferpoolname> immediate size <size> pagesize 32K DB2=> connect reset
22
Installation Guide
4 Create a 32 KB table space, using a command similar to the following example:
NOTE
This step is not required if only SLM is installed, and no other ITSM applications, BMC Service Request Management (SRM), or the BMC Remedy Approval Server will be installed.
DB2=> create regular tablespace <tablespacename> pagesize 32K managed by system using ('/<dir>/<dir>/<container name>') extentsize 32 [overhead 10.5] prefetchsize 32 [transferrate 0.14] bufferpool <bufferpoolname> [dropped table recovery off]
!
Optional parameters enclosed in square brackets, for example:

[dropped table recovery off]
Replace /<dir>/<dir>/<container name> with the complete path to the location where the container will be stored. The container can be an absolute or relative directory name. Replace <bufferpoolname> with the name of the buffer space you created in step 3.
IMPORTANT
The Dropped Table Recovery Off option can improve performance but means that you cannot recover a table if it is accidentally dropped.
5 If the database is on a remote computer, grant the table space permission to the
ARAdmin user by running the following command:

DB2=> grant use of tablespace <tablespacename> to user <aradmin user> with grant option;
6 If you are using system managed space (SMS), a temporary table space with a
larger page size than the default system-managed temporary table space is required.
IMPORTANT
Determine whether a temporary table space exists. If you do not have a temporary table space, run a command similar to the following example.
DB2=> create system temporary tablespace <tablespacename> pagesize 32K managed by system using ('/<dir>/<dir>/<container name>') extentsize 32 prefetchsize 32 bufferpool <bufferpoolname>
!
Replace /<dir>/<dir>/<container name> with the complete path to the location where the container will be stored. The container can be an absolute or relative directory name. Replace <bufferpoolname> with the name of the buffer pool you created in step 3.
Chapter 1
Before you install
23
7 Unless you are installing only SLM, add the following lines to the database
configuration file:
Form: NTE:SYS-NT Process Control Clause: IN <tablespacename> Form: NTE:SYS-Individual NT Control Clause: IN <tablespacename> Form: NTE:SYS-Group NT Control Clause: IN <tablespacename>
where <tablespacename> is the name of the table space created in step 4.

8 Add these lines if you are installing Incident Management, Change Management,
or Problem Management.
Form: TMS:Task Clause: IN <tablespacename> Form: TMS:TaskGroup Clause: IN <tablespacename>

9 Add these lines if you are installing Asset Management.
Form: AST:PurchaseRequisition-Detail-Signature Clause: IN <tablespacename>

10 Add these lines if you are installing Change Management.
Form: CHG:Infrastructure Change Clause: IN <tablespacename>

11 Add these lines if you are installing Incident Management.
Form: HPD:Help Desk Clause: IN <tablespacename> Form: HPD:Search-Assignment Logs Clause: IN <tablespacename> Form: HPD:Search-Worklog Clause: IN <tablespacename> Form: HPD:IncidentInterface_Create Clause: IN <tablespacename>

12 Add these lines if you are installing the BMC Remedy Approval Server.
Form: AP:Rule Definition Clause: IN <tablespacename>
where <tablespacename> is the name of the table space created in step 4. For more information, see the BMC Remedy Action Request System 7.1.00 Database Reference guide. See the procedure for creating a table space with a larger page size for a given form in the Using IBM DB2 Universal Database with AR System section of the Using Relational databases with AR System chapter.
24
Installation Guide
13 For a Unicode DB2 installation, make sure that the DB2CODEPAGE variable is set
to 1208. On Windows, for example, enter the following command from the DB2 command window:
db2set DB2CODEPAGE=1208
NOTE
The DB2CODEPAGE setting is part of the database client libraries. Make sure that this setting is correct on the computer where AR System is running, which might be different from the computer where the database is located. For more information about the syntax and usage of DB2 commands, see the DB2 documentation.
Microsoft SQL Server

Make sure your Microsoft SQL Server environment is set up as described in this section.
!
If you are using Microsoft SQL Server 2000, make sure you have installed Service Pack 4 or later. Purge the transaction log frequently to prevent it from filling up during installation. Set the AR System data file size to 1000 MB or higher; BMC recommends 2000 MB. Set the log file size to 1000 MB or higher.
If the database is configured to extend automatically, specify the following:

!
Oracle
Make sure your Oracle environment is set up as described in this section.
WARNING
Oracle 9i libraries with HP-UX and Linux-based systems have a large memory leak. This is a known issue, unrelated to BMC. If you are using Oracle 9i, it is crucial to install, at a minimum, Oracle 9.2.0.4 patch 3095277 before installing ITSM applications. Without this patch, the application installations fail.
! !
Set the AR System data file size = 2000 MB. Set the log file size = 1000 MB.
NOTE
For each additional ITSM application, add at least 200 MB to the data file size and at least 100 MB to the log file size.
Chapter 1
Before you install
25
Set table space, temporary table space, and rollback segments. Set arsys1 = 500 and artmpf = 150. Add the optional, but recommended, rollback segment to the init<oracleSID>.ora file in the $ORACLE_HOME/dbs directory. To avoid timeout errors during installation, set the System Global Area (SGA) minimum size to at least 250 MB. For Oracle 9i or 10g, BMC recommends setting the maximum SGA size and allowing the database to automatically manage the internal memory structures of the SGA. For Oracle 9i or 10g:
!
Add the following line to the ar.cfg file (Windows) or ar.conf file (UNIX):
Oracle-Cursor Sharing: FORCE
Add the following line to the Oracle initialization file:

CURSOR_SHARING: FORCE
For more information, see the Oracle's Cursor Sharing for BMC Remedy Products white paper on the Customer Support website at:
http://www.bmc.com/support_home
Sybase
Make sure your Sybase environment is set up as described in this section.
!
If the database is configured to extend automatically, specify the following values:

! !
Set the AR System data file size = 3000 MB or larger. Set the log file size = 2048 MB or larger.
To prevent the transaction log from filling up during installation, set the trunc log on chkpt database option on the following databases:
! !
AR System database tempdb
Use the following commands:

sp_dboption <database_name>, trunc log on chkpt, true go
!
Change the minimum page size to 8 KB. For information about increasing the page size, see your Sybase documentation. Change the Sybase configuration file to the following recommended minimal values, and then restart the Sybase server. [Meta-Data Caches] number of open objects = 1310072 number of open indexes = 512000 number of open partitions = 6000 [Physical Memory] max memory = 128000
26
Installation Guide
[SQL Server Administration] procedure cache size = 6400 [Lock Manager] lock scheme=datarows
!
If you created a device other than a master device, designate the database device as a default database device. This is required because AR System is always created on the default device. Increase the default tempdb size to 600 MB.
IMPORTANT
Disable the trunc log on chkpt option for all databases after the successful installation and before any production activity.
Forms with more than 254 fields

By default, Sybase does not work with forms that have more than 254 fields. Because some ITSM forms have more than 254 fields at installation time, or can be expanded to have more than 254 fields during an integration with another application, you can receive an error message similar to the following example when installing the application on Sybase:
552 Failure during SQL operation to the database Number of variable length columns exceeds limit of 254 for allpage locked tables. ALTER TABLE for 'T566' failed
If this happens during an integration, you might also receive a message similar to the following example:
303 Form does not exist on server SIT:Site Group
This occurs when the integration process adds fields to a form (using the ALTER TABLE command) that increase the number of fields to more than 254. When this happens, Sybase rolls back the change and drops the original table. This generates further installation errors because other dependencies fail to import.
Workaround
To prevent this from happening, create an ardb.conf file before you install the ITSM applications. The ardb.conf file applies the Sybase lock datarows feature to forms with more than 254 fields. The ardb.conf file must contain the following entries and be located under the AR System installation directory (for example, c:/Program Files/AR System/ <ar_system_server_name>/CONF).
Form:NTE:SYS-Group NT Control Clause: lock datarows Form:NTE:SYS-NT Process Control Clause: lock datarows Form:CHG:Infrastructure Change Clause: lock datarows Form:SRM:Request
Chapter 1
Before you install
27
Clause: lock datarows Form:SRM:RequestApDetailsSignature Clause: lock datarows Form:SRM:RequestInterface Clause: lock datarows
Reports-related prerequisites
To view reports using a browser, install Crystal Reports software (purchased separately). For information about supported versions of Crystal Reports, see product compatibility information on the Customer Support website. For more information, see Reviewing the compatibility matrix on page 31. The Crystal Reports Web Components server runs only on Windows. However, if you use the UNIX Web Connector component that comes with Crystal Enterprise, you can connect the UNIX BMC Remedy Mid Tier with Crystal Enterprise running on Windows. For more information, see the BMC Remedy Action Request System Installing and Administering BMC Remedy Mid Tier guide. The installation of BMC Remedy User (with the default ODBC option selected) automatically includes a Crystal DLL that is used for viewing reports. You cannot design or modify reports created in Crystal Reports using BMC Remedy User. If you do not own Crystal Reports, you can use the reporting tool in BMC Remedy User to generate reports for requests from a search.
Web services-related prerequisites

To use web services for integrations among ITSM and third-party applications, make sure that the following installation prerequisites are met.
!
You must install J2SE Java Runtime Environment (JRE) before installing or upgrading ITSM applications. For information about the required version of JRE, see Reviewing the compatibility matrix on page 31.
You must choose the web service option during the installation of AR System. If you install JRE after installing AR System, or do not select the web service option during installation of AR System, either reinstall AR System or perform the following modifications:
!
Add the following lines to your ar.cfg file (default location: C:\Program Files\AR System\ITSM\CONF). For AR System 7.1.00:
ARF-Java-Class-Path: ARF-Java-Class-Path: ARF-Java-Class-Path: \log4j-1.2.8.jar; ARF-Java-Class-Path: C:\Program Files\AR System\ITSM\arapi71.jar; C:\Program Files\AR System\ITSM\axis.jar; C:\Program Files\AR System\ITSM C:\Program Files\AR System\ITSM\websvc71.jar;
28
Installation Guide
Web services-related prerequisites
ARF-Java-Class-Path: C:\Program \wsdl4j-1.5.1.jar; ARF-Java-Class-Path: C:\Program ARF-Java-Class-Path: C:\Program xmlParserAPIs.jar; ARF-Java-Class-Path: C:\Program \commons-logging-1.0.4.jar; ARF-Java-Class-Path: C:\Program \commons-discovery-0.2.jar; ARF-Java-Class-Path: C:\Program ARF-Java-Class-Path: C:\Program Plugin: WebService.dll
Files\AR System\ITSM Files\AR System\ITSM\xercesImpl.jar; Files\AR System\ITSM\ Files\AR System\ITSM Files\AR System\ITSM Files\AR System\ITSM\jaxrpc.jar; Files\AR System\ITSM\saaj.jar;
For AR System 7.0.01:

ARF-Java-Class-Path: C:\Program ARF-Java-Class-Path: C:\Program ARF-Java-Class-Path: C:\Program \log4j-1.2.8.jar; ARF-Java-Class-Path: C:\Program ARF-Java-Class-Path: C:\Program \wsdl4j-1.5.1.jar; ARF-Java-Class-Path: C:\Program ARF-Java-Class-Path: C:\Program \xmlParserAPIs.jar; ARF-Java-Class-Path: C:\Program \commons-logging-1.0.4.jar; ARF-Java-Class-Path: C:\Program \commons-discovery-0.2.jar; ARF-Java-Class-Path: C:\Program ARF-Java-Class-Path: C:\Program Plugin: WebService.dll
!
Files\ITSM\AR System\arapi70.jar; Files\AR System\ITSM\axis.jar; Files\AR System\ITSM Files\AR System\ITSM\websvc70.jar; Files\AR System\ITSM Files\AR System\ITSM\xercesImpl.jar; Files\AR System\ITSM Files\AR System\ITSM Files\AR System\ITSM\ Files\AR System\ITSM\jaxrpc.jar; Files\AR System\ITSM\saaj.jar;
Add the Java directory to your PATH, for example:

C:\Program Files\Java\jre1.50_01\bin\client
If you install AR System after installing JRE, the server installer automatically updates your ar.cfg file and sets your PATH.
IMPORTANT
The first time you use the web service after installation, you must access the Web Service Settings page in the Mid Tier Configuration Tool for this AR System server and enter Demo or some other user name in the Anonymous User Name field. Otherwise, the following error message appears: Error 149: A user name must be supplied... . For information about accessing the Mid Tier Configuration Tool, see the Accessing the Mid Tier Configuration Tool section of the BMC Remedy Action Request System Installing and Administering BMC Remedy Mid Tier guide.
Chapter 1
Before you install
29
Minimum hardware requirements

The hardware requirements for any given environment depend on the size and amount of activity you expect. This section describes minimum requirements. BMC recommends that you perform an analysis of your organizations needs to determine the hardware requirements for your installation.
Minimum requirements
The minimum requirements given are intended for use in non-production, proof of concept, or small development environments. Using the minimum requirements, you can install AR System, launch BMC Remedy User, and view the AR System sample application without further customization on a Windowsbased server.
NOTE
The following requirements are for Windows-based servers. UNIX-based servers have comparable hardware requirements. They do not include database minimum requirements, which vary by vendor. See the database vendors documentation for recommended database system requirements.
AR System application hardware requirements

The basic AR System hardware requirements increase when you install applications that run on top of AR System. The following description provides the minimum hardware requirements for AR System and one complex application (for example, an ITSM application), in a production environment, on a Windows server.
! ! !
Available RAM: 4 GB Available hard disk space: 7 GB Dual processor: 3 GHz
For each additional, complex application, an additional 2 GB of disk space is required.
NOTE
For certain environments, BMC recommends increased hardware requirements. Using Oracle on HP-UX and installing three or more language packs, for example, requires a minimum of 5 GB available RAM.
30
Installation Guide
Reviewing the compatibility matrix
Mid tier hardware requirements

If you use a mid tier, BMC strongly recommends that you install it on a separate server, with the same minimum and recommended requirements as an AR System server. If, however, you combine a mid tier and an AR System installation on the same server, add the requirements listed in the following table to AR System application hardware requirements.
Minimum 512 MB of available RAM 800 MB of available hard disk space 2.8 GHz processor Recommended 1 GB of available RAM 2 GB of available hard disk space 2.8 GHz processor
Reviewing the compatibility matrix

Before installing the ITSM applications, review the compatibility matrix on the Customer Support website to make sure that your system is compatible with the applications that you are installing.
To access the compatibility matrix

1 Access the Customer Support website at http://www.bmc.com/support_home. 2 Click the Support Login link, and then log in. 3 Click the Product Availability & Compatibility link. 4 On the Product Availability and Compatibility page, click the BMC Remedy
Product Compatibility link.

5 Review the product compatibility matrixes for the products you are installing.
Running the environment pre-check utility

BMC recommends that you run the environment pre-check utility before installing an ITSM application to make sure that your system meets the environmental requirements.
IMPORTANT
Review Database-related prerequisites on page 21, and then run the environment pre-check utility before you install any ITSM applications, to make sure the database environment on your system meets the basic requirements for installing the applications.
Chapter 1
Before you install
31
The latest version of the environment pre-check utility is available from the Customer Support website at http://www.bmc.com/support_home. Log in, and then click Downloads & Patches in the left navigation pane. Click the Remedy Heritage Products, visit the Patch Download site link. Search for your ITSM application in the Product field and 7.0.03 in the Version field to find the latest environment pre-check utility. Perl, which is typically installed with UNIX, is required to run the pre-checker on UNIX. A free download of Perl is available from the ActiveState website. You do not need to install Perl to run the pre-check utility on Windows.
NOTE
Make sure that you have set the database environment variables before running the pre-check utility on UNIX.
To run the environment pre-check utility

1 Copy the envUtil.tar or envUtil.zip file from the Utilities directory on the
product DVD or the downloaded product files to a directory on your system, then extract the files as follows: UNIX: type tar -xvf envUtil.tar Windows: Extract the files from the envUtil.zip file
2 Change to the directory that contains the Perl executable you extracted, and then
run the following command: From the UNIX command line

perl <path to utility>/envUtil.pl -db_type <DB2 | MSSQL | Oracle | Sybase>
From the Windows command prompt (use run > db2cmd for DB2)
<path to utility<\envUtil.exe -db_type <DB2 | MSSQL | Oracle | Sybase>
depending on which database you have.

3 Respond to the prompts.
For a Microsoft SQL Server database:

a Enter <sa> username:
Enter your system administrator (sa) user name.

b Enter password for user <sa> <username>:
Enter your system administrator (sa) password.

c Enter the SQLSERVER name:
Enter the name of the computer where SQL Server is running, or enter localhost.
d Enter valid data database name:
Enter ARSystem, or the name of your AR System database.

32 Installation Guide
Changes to AR System and BMC Atrium CMDB
For an Oracle database:

a Enter the Oracle SID:
Enter the Oracle SID where the AR System database is running.

b Enter Oracle database system username:
Enter your Oracle system user name.

c Enter password for system user:
Enter your Oracle user password. For an IBM DB2 database:

a Enter the DB2 Instance:
Type the name of the database instance.

b Enter the Database for (instancename)
Enter the database for the instance. For a Sybase database:

a Enter Sybase (SA) user name:
Enter your system administrator (SA) user name.

b Enter password for user (SA):
Enter your system administrator (SA) password.

c Enter sybase dataserver:
Enter the name of the data server.

d Enter sybase database name:
Enter ARSystem, or the name of your AR System database.

4 A list of the test results appears. Fix any listed incompatibilities before installing
the applications. For more information, review the Report_<database>.log file.
Changes to AR System and BMC Atrium CMDB

This section describes changes that occur to the existing AR System and the BMC Atrium CMDB when you install ITSM applications.
! !
The Group form modifies the Public record from View to Change Access. The Business Time Holiday and Business Working Day forms have several new fields added (the fields added depend on your geographical location). Numerous new fields are added to the BMC Atrium CMDB form: objstr:attributedefinition. Depending on the classes installed, these fields might also be rolled into subforms. The Share:Application Properties form has a new entry for each ITSM application installed.
Chapter 1 Before you install 33
The following two lines are added to the AR System configuration file for each plug-in installed (the number of plug-ins installed depends on how many and which of the ITSM applications you are installing):
plugin: <fully_qualify_plugin_path> plugin-path: <plugin_directory>
NOTE
Windows installations use the ar.cfg configuration file; on UNIX the file is named ar.conf.
34
Installation Guide
Chapter
Installing ITSM
This section contains procedures for installing ITSM and supporting applications. The following topics are provided:
! ! ! !
Activating application licenses (page 36) Installing the applications (page 37) Installing ITSM to a server group (page 52) Performing post-installation activities (page 54)
These installation instructions assume you have installed or upgraded to the Action Request System 7.0.01, patch 004, or later, and that the AR System server is running when you perform the installation. For more information, see Reviewing the compatibility matrix on page 31. If you downloaded the software, make sure you have extracted the compressed files you downloaded into a working directory, from which you can later run the installation.
IMPORTANT
Before installing ITSM applications, review the installation order and make sure your system meets the required prerequisites. See Installation order on page 18 and General prerequisites on page 19.
Chapter 2
Installing ITSM
35
Activating application licenses

You must understand your licensing needs before you start the installation process. Depending on the features that you use, you might need several licenses to activate an application. You must activate the licenses before installing the applications.
IMPORTANT
Licensing requirements vary, depending on which version of AR System you use. If you have questions about your licensing requirements, contact Customer Support. See Support by telephone or email on page 3. For information about activating licenses, see the guide that supports the version of AR System on which you are installing the applications:
! !
BMC Remedy Action Request System 7.1.00 Configuring (AR System 7.1.00) BMC Remedy Action Request System 7.0 Configuring (AR System 7.0.01)
Obtaining license keys for AR System 7.0.01

You can obtain license keys for applications that you are installing on AR System 7.0.01 from the BMC electronic product download (EPD) page. Access the EPD page from the BMC Customer Support site at http://www.bmc.com/support_home.
NOTE
If you do not know your user ID and password for the site, contact Customer Support by telephone or email. See Support by telephone or email on page 3.
NOTE
AR System 7.1.00 does not require keys for application licenses; it requires keys only for AR System server licenses. For more information, see the BMC Remedy Action Request System 7.1.00 Configuring guide. To obtain a key, you must provide the following information:
! ! ! ! !
Support contract ID Purchase order number Email address Version of AR System Host ID of your AR System server (see the following procedure)
To determine the host ID in AR System 7.0.01

1 Open BMC Remedy Administrator. 2 In the navigation pane, select the AR System server on which you will install the
applications.
36 Installation Guide
Installing the applications
3 Choose File > Licenses > Add/Remove Licenses.
The Add/Remove Licenses dialog box appears.

Figure 2-1: Add/Remove Licenses dialog box
Product Feature list Host ID
4 From the Product Feature list, select AR Server.
The host ID of the selected AR System server automatically appears in the Host ID field. Record this number to use when requesting your licenses.

This section contains instructions for installing on both Windows and UNIX. For information about the order in which to perform these installations, see Installation order on page 18.
Configuring the AR System server for the installation

To install the applications more quickly, you can disable escalations on the AR System server from the Server Information dialog box in BMC Remedy Administrator. For more information, see the BMC Remedy Action Request System Configuring guide.
Installing as non-root
When installing the application on UNIX, BMC recommends performing the installation as a root user. However, you can perform the installation as a non-root user.
NOTE
If you choose to install the application as a non-root user, you must log in to the UNIX system under the same UNIX user ID that was used to install AR System.
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37
If you install as a non-root user, you might need to manually update some system configuration files. When the installer script detects a non-root installation, it lists the names of the files that you must update manually and tells you where to find the installation logs listing the information to add. If you do not have the permissions required to update the configuration files, you must ask your UNIX system administrator to update them before using an ITSM application.
Installing the Approval Server

For information about installing and configuring Approval Server, see the BMC Remedy Approval Server Guide for Users and Administrators.
NOTE
If you are installing multiple AR System applications, you only need to install Approval Server once. If Approval Server is already installed, do not install it again.
Installing the Assignment Engine

This section describes how to install Assignment Engine. If you are installing multiple AR System applications, you need to install the Assignment Engine only once. If AR System Assignment Engine is already installed, do not install it again. See the installation instructions that are appropriate for your environment.
! !
WindowsSee Installing the Assignment EngineWindows on page 38. UNIXSee Installing Assignment EngineUNIX on page 40.
IMPORTANT
Before you install, make sure the server meets the minimum hardware requirements. Installing applications on an underpowered server might result in unexpected system behavior, which can include installation errors, slow response, and sudden application stoppages. See Minimum hardware requirements on page 30 for information about minimum hardware requirements.
Installing the Assignment EngineWindows

Use this procedure to install Assignment Engine on Windows.
NOTE
At the end of this procedure, the installer needs to restart the computer to complete the installation process.
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Installation Guide
To install Assignment Engine on Windows

1 Run AssignEngine.exe. The location from where you run this executable file depends
on how you received the application.

! !
If your files are on a DVD, the executable file is under the root directory. If you downloaded the application, you access the executable file from the top level of the working directory. This is the directory that you created to hold the files you extracted after downloading them.
After a brief initialization, the welcome panel appears.

Figure 2-2: AR System Assignment Engine welcome panel
2 Click Next.
The License Agreement panel appears.

3 Click Yes.
The Enter Required Information for BMC Remedy Assignment Engine panel appears.
4 Select the AR System server to use, then specify the administrator user name and
password for the selected server.

5 Click Next.
The Choose Destination Location panel appears.

6 Click Next to use the default location, or click Browse to select the destination
folder for the Assignment Engine software. The Choose Folder dialog box appears. Use the Browse function to select the folder, and then click OK.
NOTE
If you are installing multiple instances of Assignment Engine, install each instance into a separate folder.
7 Click Next.
The Start Copying Files panel appears.

Chapter 2 Installing ITSM 39
8 Review the content of the Current Settings area, and then click Next.
A series of messages appears as the installer performs the installation. After all of the files are copied, a message appears that provides the location of the installation log files. Note this location so you can review the log files later.
9 Click OK.
The Setup Complete panel appears.

10 Click Finish to exit the installer and restart your computer. 11 When the computer restarts, review the ARSystemAssignmentEngine.log and
ARSystemAssignmentEngine_error.log files for any errors or warnings.
Installing Assignment EngineUNIX

Use this procedure to install Assignment Engine on UNIX.
To install Assignment Engine on UNIX

Before you start the installation, you must know the location of assignEngine.tar, either on the installation DVD or in the working directory that you created when you downloaded the files. You are asked for this information during the installation.
1 Run the application installation script according to one of the following methods.
If you are installing from the DVD

a Mount the DVD, either locally or remotely.
For details about mounting the DVD, see the BMC Remedy Action Request System Installing guide.
b From the DVDs root directory, run type ./ae_install, and then press ENTER.
If you are installing from files you downloaded

a Change to the working directory containing the Assignment Engine files you
downloaded, then uncompressed.

b From that directorys root, type ./ae_install, and then press ENTER. 2 At the Enter the Product Directory prompt, type the path to the product directory,
which is the name of the directory that contains the assignEngine.tar file. An example path is /usr/saved/ae700.
3 At the licensing prompt, press ENTER. 4 At the prompt asking to choose a server, press ENTER to accept the default
AR System server, or type the name of the AR System server on which to run the Assignment Engine.
5 At the server confirmation prompt, press ENTER. 6 When the installation script asks for the directory where AR System server is
installed, press ENTER to accept the default path, or type an alternative path.
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Installation Guide
7 At the confirmation prompt, press ENTER to accept the AR System server path.
The installer checks the ar.conf file to see if AR System is using the portmapper or if it is using a specified port.
8 At the TCP/IP port prompt, press ENTER to accept the default value, or type
another port number for the AR System server.

9 At the prompt for a valid AR System Administrator ID, type the administrators
login ID for the AR System to which you want Assignment Engine to connect.
10 At the confirmation prompt, press ENTER. 11 At the password prompt, type the password for the AR System Administrators ID
that you provided in step 9.

12 At the confirmation prompt for the Assignment Engine installation path, press
ENTER to accept the default installation path. Or, type n and press ENTER to install to a different path, and then type the different path name.
13 When prompted to restart the AR System daemon, press ENTER to restart the
AR System daemon and continue the installation, or type n to end the installation.
14 After the installer has copied the files and loaded the workflow, an installation
completed message appears. Review the assignEngine_inst.log file for any error or warning messages.
Installing ITSM applications

You must run the installation from the server that is running AR System and be logged in to that server as a local user.
IMPORTANT
If you have not done so already, make sure you create a backup of the AR System database before you proceed with the installation. How you install the applications depends on the type of operating system your host machine is running:
! !
WindowsSee Installing ITSMWindows on page 42. UNIXSee Installing ITSMUNIX on page 45.
IMPORTANT
Before you install, make sure the server meets the minimum hardware requirements. Installing applications on an underpowered server might result in unexpected system behavior, which can include installation errors, slow response, and sudden application stoppages. See Prerequisites related to AR System on page 20 for information about minimum hardware requirements.
Chapter 2
Installing ITSM
41
Installing ITSMWindows
Use this procedure to install ITSM on Windows.
To install ITSM applications on Windows

1 Run setup.exe. The location from which you run this executable file depends on
how you received the application.

! !
If your files are on a DVD, the executable file is under the root directory. If you downloaded the application, you access the executable file from the top level of the working directory. This is the directory that you created to hold the files you extracted after downloading them.
A prompt appears reminding you to run the environment pre-check utility. If you have run the utility, click Yes to continue with the installation.
2 After brief initialization messages appear, the welcome panel appears. The
following example welcome panel is from the BMC Remedy Problem Management application.
Figure 2-3: ITSM application installation welcome panel
3 Click Next.

4 Review the agreement, and then click I Agree.
The AR System Server Information panel appears. Perform the following step only if you are using an AR System server other than the default server selected by the installer.
5 Select the AR System Server to use with ITSM and specify: 42 Installation Guide
a The administrator user name and password for the selected AR System server.
IMPORTANT
The default Administrator login user name is Demo with no password. To keep AR System secure, add a password for the AR System administrator as soon as possible.
b The TCP port and the RPC port for the selected AR System server, if the defaults
were not used when AR System was installed.

6 Click Next.
NOTE
The installer checks to make sure that you have the required software versions and patches installed. If the required versions and patches are not found, a prompt appears. If you receive this prompt, you must install the software or patches, and then restart the installation. For information about downloading patches, see Downloading ITSM patches on page 54. A prompt appears listing the recommended minimum data file and log file sizes.
7 If you meet the recommended file sizes, click Yes. Otherwise, click No, which
terminates the installation. The Select additional language packs panel appears.
8 In the Select user languages area, select any additional language packs to install,
and then click Next.
NOTE
If you are installing Incident Management or Problem Management, Russian appears as a language option if the installer detects that the BMC Atrium CMDB 2.1.00 is installed and AR System is installed on a non-Unicode database. The Russian language is available only for a system with a Russian operating system. The Choose Destination Location panel appears. If you want to install the application to the c:\Program Files\AR System Applications\<server name>\BMC Service Request Management default location, skip to step 11.
9 Click Browse to select the destination folder for the application software.
The Choose Folder dialog box appears.

10 Choose the folder, and then click OK.
NOTE
If you want to install a copy of the application on an additional AR System server on this computer, install each copy of the application into a separate folder.
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11 Click Next.
If you have not previously installed DSL data, the DSL Data Options panel appears.
12 If you do not want to install Definitive Software Library (DSL) data now, clear the
Do you want to install DSL data option, which will save up to an hour of installation time. To get the DSL data later, you can download the latest DSL data patch from the Customer Support website. For information about downloading patches, see Downloading ITSM patches on page 54.
13 Click Next.
The Start Copying Files panel appears.

14 Review the information in the Current Settings area. When the information is
correct, click Install to continue. If your AR System thread settings are less than the recommended values, a prompt appears that lists the recommended thread values.
15 If you would like the installer to increase the thread values, click Yes.
After all files are copied and the workflow is loaded, a prompt appears reminding you to install the latest patch.
16 Click OK.
The Installation Summary panel appears.

17 Review the information, and then click Next.
The InstallShield Wizard Complete panel appears.

18 If you want to restart your computer later, select the No, I will restart my
computer later option. You must restart your computer before using the application.
19 Click Finish.
Review the installation logs for any error or warning messages. For more information, see ITSM log files on page 64.
NOTE
You can ignore errors in the installation log similar to: ARVersionCMP- Cannot get application version information from the server.
20 After installation of the product completes, install the latest patch.
NOTE
A patch is included with the product, but check the Customer Support website for a later patch. If you are installing the Russian localized version of Incident Management or Problem Management, download a patch that includes Russian instead of installing the patch that is included with the product. For more information, see Downloading ITSM patches on page 54.
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Installation Guide
Installing ITSMUNIX
Use this procedure to install ITSM applications on UNIX.
To install an ITSM application on UNIX


a Mount the DVD, either locally or remotely.
For details about mounting the DVD, see the BMC Remedy Action Request System Installing guide.
b From the DVDs root directory, type ./appinstall, and then press ENTER.
If you are installing files you downloaded

a Change to the working directory containing the application files you

b From the directorys root, type ./appinstall, and then press ENTER. 2 At the environment pre-check utility prompt, press ENTER if you have run the
utility.
3 At the required software prompt, type y and press enter if you have the required
software installed. For software requirements, see Before you install on page 17.
4 At the licensing prompt, press ENTER. 5 At the prompt asking to choose a server, press ENTER to accept the default
AR System server, or type the name of the AR System server to use with ITSM.
6 At the server confirmation prompt, press ENTER. 7 At the AR System installation directory prompt, press ENTER to accept the default
directory, or type the path to the AR System installation directory to use.

8 At the confirmation prompt, press ENTER.
The installer checks the ar.conf file to see if AR System is using the portmapper or if it is using a specified port.
9 At the TCP/IP port prompt, press ENTER to accept the default value, or type
another port number for the AR System server.

In the following two steps, you are providing login information for the AR System server to which ITSM will connect.
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45
11 At the AR System Administrator ID prompt, press ENTER to accept the default
value, or type a different administrator login ID. The default Administrator login user name and password for a new AR System is as follows:
! !
user name = Demo password = no password
IMPORTANT
To keep AR System secure, add a password as soon as possible.
12 At the AR System Administrator password prompt, type the AR System
administrator password.
NOTE
The installer checks to make sure that you have the required software versions and patches installed. If the required versions and patches are not found, a prompt appears. If you receive this prompt, you must install the software or patches, and then restart the installation. For information about downloading patches, see Downloading ITSM patches on page 54. A prompt appears listing the recommended minimum data file and log file sizes.
13 If you meet the recommended file sizes, press ENTER. Otherwise, type n, which
terminates the installation. The Select additional language packs panel appears. A list of available language packs appears.
14 At the language packs prompt, type the numbers of additional language packs to
install, separated by commas.
NOTE
If you are installing Incident Management or Problem Management, Russian appears as a language option if the installer detects that the BMC Atrium CMDB 2.1.00 is installed and AR System is installed on a non-Unicode database. The Russian language is available only for a system with a Russian operating system.
15 At the confirmation prompt, press ENTER. 16 The installer checks to make sure the specified partition contains sufficient free
disk space required to install the application. At the installation directory prompt, press ENTER to accept the default directory for the application software, or type n to enter another directory and path.
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Installation Guide
18 If you have not previously installed DSL data, at the DSL data installation prompt,
press ENTER to install DSL data, or type n to skip installation of DSL data, which will save up to an hour of installation time. To get the latest DSL data later, you can download the latest DSL data patch from the Customer Support website. For information about downloading patches, see Downloading ITSM patches on page 54.
19 At the installation summary prompt, review the installation information, and then
press ENTER. If your AR System thread settings are less than the recommended values, a prompt appears that lists the recommended thread values.
20 Press ENTER if you would like the installer to increase the thread values.
A reminder to install help appears.

21 After the installer has copied the files and loaded the workflow, a reminder to
install the latest patch appears.

22 Press ENTER to continue. 23 At the installation summary prompt, press ENTER to view a summary installation
log. The installation summary appears.

24 Review the installation logs for any error or warning messages. For more
information, see ITSM log files on page 64.
NOTE
You can ignore errors in the installation log similar to: ARVersionCMP- Cannot get application version information from the server.
25 After installing of the product completes, install the latest patch.
NOTE
A patch is included with the product, but check the Customer Support website for a later patch. If you are installing the Russian localized version of Incident Management or Problem Management, download the patch for Russian instead of using the patch that is included with the product. For more information, see Downloading ITSM patches on page 54.
Installing help
After installing ITSM applications, you must install help separately. To make help available to all of the applications users, you must install help on a system that is running a web server, which is typically a different system from the system where the ITSM applications are installed.
Chapter 2
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IMPORTANT
You must run the help installer locally on the web server system onto which you are installing help. Do not install help for products not installed on your system. Otherwise, you will overwrite the Configuration help for the products that are installed. The installer overwrites the SHARE:Application_Properties record for the Configuration help when the help for multiple application help is installed. The Configuration help points to the directory of the last application help installed. If the administrator installs help for an application that is not installed, no help files are installed and the SHARE:Application_Properties record for Configuration help is updated to a blank path. As a result, the Configuration help no longer works as expected. To correct this problem, reinstall the help of one of your installed applications. The Configuration help will appear, as expected. See the installation instructions that are appropriate for your environment.
! !
WindowsSee Installing helpWindows on page 48. UNIXSee Installing helpUNIX on page 51. ITSM is installed. The help web server is running.
Before you begin, make sure the following prerequisites are met:
! !
Installing helpWindows
Use this procedure to install help on Windows.
To install help on Windows

1 Run the setup.exe help installation executable file. The executable file is located in
the Help directory, which you access from one of the following locations:
! !
If your files are on a DVD, help is under the root directory. If you downloaded the application, you access help from the top level of the working directory that holds the files you extracted after downloading them.
48
Installation Guide
After a brief initialization, the welcome panel appears.

Figure 2-4: Help installation welcome panel
2 Click Next.

3 Review the agreement, and then click I Agree.
The Enter Required Information panel appears. In this panel, you provide information about the AR System server to which the ITSM application connects.
4 Provide the missing information, or make any necessary corrections to the
following fields:
! ! ! !
User NameThe AR System server administrators user name. PasswordThe password for the user name you provided. ServerThe name of the AR System server to which ITSM connects. Port NumberThe TCP port number of the AR System server.
NOTE
Click Skip if you want to copy the help files without identifying the AR System Server for ITSM. However, the help files cannot be accessed by the application without making them available to the AR System Server.
5 Click Next. 6 If the installer did not find a web server on the system where you are installing
help, a message appears asking if you have a web server installed.

7 If you receive this message, click Yes or click No, and then proceed to step 12.
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8 If you select No, the help files will be copied locally without using a web server. 9 If the installer detects a web server, the Select Web Server panel appears. 10 From the Select Web Server panel, perform one of the following options:
! !
Select the option for the web server to use from the list of servers. OtherChoose this option to use a web server that does not appear in the list. If you select this option, you must manually configure the web server so that it recognizes where to find help. NoneChoose this option to copy the help files locally without using a web server. However, the help files cannot be accessed by the application without making them available on a web server.
11 Click Next.
The Select language packs panel appears.

12 Select the language packs to install.
The user languages you select here are the languages in which your help appears.
13 Click Next.
The Choose Destination Location panel appears.

14 Click Next to use the default location, or click Browse to select the destination
folder for help, and then click Next. If a web server was found by the installer or you answered yes to the web server message, the Confirm URL panel appears.
15 Review the information, make any changes to the URL for help, and then click
Next. The Start Copying Files panel appears.

16 Review the settings and click Install to continue or Back to make any changes.
After the files are copied, the InstallShield Wizard Complete panel appears.
17 Select the View Installation Log File option to review the installation log for any
error or warning messages. For more information, see Using log files to troubleshoot an installation on page 65.
18 Click Finish.
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Installation Guide
Installing helpUNIX
Use this procedure to install help on UNIX.
To install help on UNIX


a Mount the DVD that contains ITSM.
You can do this either locally or remotely. For details about mounting the DVD, see the BMC Remedy Action Request System Installing guide.
b Run helpinstall from the Help directory, which is located under the root
directory. If you are installing files you downloaded

a Change to the working directory containing the application files you

b Change directory to Help. c Run helpinstall. 2 At the license agreement prompt, review the user license and maintenance
agreement.
3 When prompted to accept the Licensing and Maintenance agreement, press
ENTER.
4 At the AR System server prompt, type n if you only want to copy the help files;
otherwise press ENTER. In a typical installation, where ITSM is installed on another system, a message appears indicating that no local AR System server was detected.
5 When prompted for the AR System server name, type the name of the AR System
server on which ITSM is installed.

6 When prompted for the directory where AR System is installed, press ENTER to
accept the default, or type the directory and path.

7 At the TCP/IP port prompt, press ENTER to use the portmapper, or type the port
number.
8 At the confirmation prompt, press ENTER. 9 When prompted for the AR System administrator ID, press ENTER to accept the
default value or, type another AR System Administrator ID.

10 When prompted for the AR System administrator password, type the AR System
administrator password corresponding to the Administrator ID you typed.

11 When prompted to select the language for help, type the number for the language.
If needed, separate the numbers for multiple languages with commas.
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51
12 Choose one of these options for installing on the web server.

! !
Type the letter corresponding to one of the listed web server types. Type O to install help on a different web server. If you select this option, you must configure your web server and specify a URL pointing to Help. This is the location that you indicate in step 16. Type N to install help in the directory you specify, but without making it available on a web server. Skip to step 16.
13 When prompted for the web server configuration file, type the path to the web
servers configuration file.

14 Press ENTER to accept the default HTTP port number, or type another port
number.
15 At the confirmation prompt for web server information, press ENTER to accept the
default value, or type n to make changes.

16 When prompted for the Help installation directory, press ENTER to accept the
default directory, or type a different directory. The installer checks to make sure the target directory contains sufficient free disk space required to install help.
17 If you are installing help on a web server, a prompt appears asking for the help
URL.
18 When prompted to confirm the installation information, press ENTER.
The installer begins copying the files.

19 An installation complete message appears when the installation completes.
Installing ITSM to a server group

In a server group environment, two or more AR System servers point to the same database. This is often done for load balancing or high availability issues. For example, if one of the AR System servers goes off-line, the other AR System server is still available to process transactions. Because both servers use the same database, there are no database synchronization problems. To use a server group, the AR System server must first be configured to support this type of environment. For information about configuring the AR System server for a server group environment and for supporting multiple servers, see the BMC Remedy Action Request System Configuring guide. This section describes how to install the applications into an existing AR System server group environment.
NOTE
Perform the following procedure only after you finish a standard installation, as described in Installing ITSM applications on page 41.
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Installing ITSM to a server group
A server group often has more than two servers. You must, therefore, perform this procedure on each of the servers in your server group, with the exception of the primary server, which is the server on which you performed the initial application installation.
To install ITSM to a server group

1 On the primary server (that is, where you completed the original installation),
determine the location for all of the applications in the BMC application stack. This might include, for example, the location of the AR System, BMC Atrium CMDB, Approval Server, Assignment Engine, ITSM, and any other application or supporting system that you installed to run your BMC applications. The default location for these applications is:
! !
UNIXunder the ARserver directory. WindowsC:\Program Files\AR System Applications. Windowsarmonitor.cfg and ar.cfg. UNIXarmonitor.conf and ar.conf.
For the full path to these applications, review the following files:
! !
2 On the secondary servers in the server group, recreate the directory structure of the
applications that you identified in step 1.

3 From the primary server, copy the bin subdirectories (which contain the plugins
and executables) and place them in the same relative location in the newly created directory structure on the secondary servers.
NOTE
The data in the workflow and log subdirectories is not required by the secondary servers.
4 Manually update the following configuration files to specify the plug-ins and the
plug-in paths.
NOTE
Providing you maintained the original directory structure on the secondary servers, you can copy these lines directly from the configuration files on the original server.
!
Windowsar.cfg:
! ! ! ! !
Plugin <full path>omfobjiefilapi.dll" Plugin <full path>arfslasetup.dll" Plugin <full path>arfcbdata.dll" Plugin-Path <concatenation of paths> Alternate-Approval-Reg: T
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UNIXar.conf:
! ! ! ! !
Plugin: <full path>libomfobjiefilapi.so (or libomfobjiefilapi.sl) Plugin: <full path>libarfslasetup.so (or libarfslasetup.sl) Plugin: <full path>libarfcbdata.so (or libarfcbdata.sl) Plugin-Path: (There might be several lines like this) Alternate-Approval-Reg: T
5 Manually update the following configuration files to specify the server processes
that should be running.

!
Windowsarmonitor.cfg:
! ! !
<full path>/brsvcbrie.exe" -d <AR System path> -m <full path>/arrecond.exe" -i <AR System path> -m <full path>/arcmdbd.exe" -i <AR System path> -m
UNIXarmonitor.conf:
! ! !
<full path>/arcmdbd.sh <full path>/arrecond.sh <full path>/brsvcbrie.sh
6 Copy the arsystem.tag file, which resides in the same directory as arsystem.lic file,
from the primary server to the corresponding directory on the secondary servers.
7 Starting with the primary server, restart each of the AR System servers in the
server group.
Performing post-installation activities

This section contains activities that you must perform after you install ITSM and before you perform any of the procedures described in the BMC Remedy IT Service Management Configuration Guide.
Downloading ITSM patches

After installing ITSM, you must download and apply the latest ITSM patches.
To download the patches

1 Log in to the Customer Support website: http://www.bmc.com/support_home.
To download patches, you must have a support contract.

2 Click Product Downloads, Patches, and Fixes.
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Installation Guide
3 In Remedy Heritage Customers, visit the Patch Download site under Patches,
click Patch Download. The Patch Downloads for BMC Remedy Products page appears.
4 In the Product field, select your ITSM application. 5 Click Search.
The available patches are listed.

6 Download and apply the latest patch.
For information about installing a patch, see the Readme file that is included with the patch.
Changing the tenancy mode

If your organization plans to run the applications in Multi-Tenancy mode, you must set the Multi-Tenancy option in the System Settings form. Multi-Tenancy mode is a way to keep the data separate among multiple companies, departments, or other groups. It also makes it possible to host multiple companies and their data on a single server.
To update the Systems Settings form

1 Open the application using BMC Remedy User or a browser.
For information about opening the application, see the BMC Remedy IT Service Management Configuration Guide.
2 From the Quick Links pane, open the Application Administration Console.
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55
3 From the Custom Configuration tab, choose Foundation > Advanced Options >
System Configuration Settings > System Settings, and then click Open. The System Settings form appears.
Figure 2-5: System Settings form
Tenancy Mode list
4 In the Tenancy Mode field, select Multi-Tenancy. 5 Click Save.
Changing the schema sort order

If your database is either Microsoft SQL Server or Sybase, skip this procedure. If you are using Oracle or IBM DB2, you must perform the procedure described in this section. This procedure changes the default application database schema sort, and makes it compatible with your database type. If you do not change the sort order, database searches might return the wrong records or return results in an unpredictable way.
To change the schema sort order

2 From the Quick Links pane, open the Application Administration Console.
56
Installation Guide
3 From the Application Administration Console, click the Custom Configuration
tab.
4 Choose Foundation > Advanced Options > System Configuration Settings >
Application Database Sort Order, and then click Open. The Schema Sort form appears.
Figure 2-6: Schema Sort form
Sort Order Type list
Enabled
Search button
5 Search for all records. To do this, click Search without specifying any search criteria. 6 In the Functions area, select Oracle or DB2 for the Sort Order Type, depending on
which database you are using.

7 Click Modify All.
NOTE
You will see the changed sort order when you restart the AR System server.
Configuring AR System Server for CAI

ITSM uses Command Automation Interface (CAI) to integrate with backend applications, such as BMC Remedy Incident Management and BMC Configuration Management. CAI is a subcomponent that is used to execute commands on external systems. CAI uses a command definition (a type of template) to construct commands using the parameters sent to it by ITSM. CAI then uses a predefined conduit (for example, a web service, a command line, a URL, and so on) to execute the command.
Chapter 2 Installing ITSM 57
By default, CAI uses the AR Systems fast and list server queues, which in highvolume installations can have a detrimental effect on performance. To improve performance, however, you can create a private server queue for CAI to use exclusively for its processing. This takes pressure off AR Systems queues to improve performance.
Creating a private server queue

In this procedure, you use BMC Remedy Administrator to create a private queue.
NOTE
To complete this procedure, you must determine the minimum and maximum number of threads to specify for the private server queue.
To create a private server queue

1 From BMC Remedy Administrator, select the AR System server on which to create
the private queue.

2 From the File menu, choose Server Information.
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Installation Guide
3 On the Server Information form, click the Server Ports and Queues tab. Figure 2-7: Server Information form, Server Ports and Queues tab
Click to add
4 Create a private queue. In the Type column, click Click To Add.
A row is inserted in the Server Queue table and a list appears in the Type cell of the new row.
5 From the Type cell list, select Private, and then click inside the new RPC Program
Number cell.
6 From the RPC Program Number cell list, select the next available RPC Program
Number. Note this number because you need it to configure the CAI Plugin Registry form.
7 Click in the new Min Threads cell, and then change the value to at least 2. 8 Click in the new Max Threads cell, and then change the value to at least 6. 9 Click OK.
Chapter 2
Installing ITSM
59
Configuring the CAI:PluginRegistry form

In this procedure, you configure the CAI:PluginRegistry form to recognize the private server queue.
To configure the CAI:PluginRegistry form

1 From the File menu in BMC Remedy User, choose Open > Object List. 2 In the Object List dialog box, click the Find tab. 3 In the Search What Keywords field, type CAI Plugin Registry, and then click
Search.
4 From the results list, select the CAI Plugin Registry entry, and then click Open.
The CAI Plug-in Registry form appears.

Figure 2-8: CAI:Plug-in Registry form
5 In the Private Queue # field, type the private queue number that you created in
Creating a private server queue on page 58.

6 In the Number of Threads field, type the maximum number of threads that you
specified in Creating a private server queue on page 58.

7 Click Close to save the entry, and then close the CAI:Plug-in Registry form. 8 Restart AR System so that CAI picks up the new private queue information.
60
Installation Guide
Changing the time zone

The default time zone in ITSM for your application server is specified by a value of Yes in the Server Timer Zone field on the Time Zone form. You must verify the default time zone and change it if necessary.
To specify a time zone

2 From the Quick Links pane, open the Application Administration Console. 3 From the Application Administration Console, click the Custom Configuration
tab.
4 Choose Foundation > Organizational Structures > Time zone, and then click Open.
The Time Zone form appears.

5 Click Search to find the time zone where your application server is located. 6 Select your time zone from the results list. 7 To make the selected time zone the default, select Yes in the Server Time Zone
field.
8 Click Save.
Creating Windows shortcuts to ITSM applications

For users to open ITSM applications through BMC Remedy User, they must perform several manual procedures. To simplify this process, you can create a shortcut that takes the users directly to an ITSM console or to the application Home Page. For information about creating application shortcuts, see the BMC Remedy Action Request System Form and Application Objects guide.
Creating AR System User Preference records

You must create an AR System User Preference record for each user who needs user preferences for using ITSM on the Web. The user preference forms are installed if the Centralized Preferences option was selected (which is the default setting) when AR System was installed. If the Centralized Preferences option was not selected, use BMC Remedy Administrator to manually import the AdminPref.def and UserPref.def definition files from the Arserver\Samples\<language> directory. When users log in, they specify the report server name in the Preference server field of the Login dialog box.
Chapter 2
Installing ITSM
61
To add a user preference record

1 From BMC Remedy User, choose File > Open > Object List. 2 In the Object List dialog box, click the Find tab. 3 Type user preference in the Search What Keywords field, and then click Find. 4 From the results list, select the AR System User Preference form, and then click
New. The AR System User Preferences form appears.

Figure 2-9: User Preferences form
Login Name
5 In the Login Name field, type the login name of the user for whom you are adding
this record.
6 In the Short Description field, type any additional information for the user. 7 Click the Advanced tab. 8 Type the name of the server on which you installed ITSM (which includes the
predefined reports server) in the Report server field.

9 If this user needs to view reports from the Web: a Click the Web tab. b In the Crystal Report Viewer field, select ActiveX for a Microsoft Internet
Explorer browser or HTML with frames for a Firefix or Mozilla browser.

10 Click Save.
62
Installation Guide
Appendix
Installation logging
The ITSM installers write notes, warnings, error messages, and other information to various log files. This section describes these log files, including their location, the types of information they contain, and how to read the information. The following topics are provided:
! !
ITSM log files (page 64) Using log files to troubleshoot an installation (page 65)
Appendix A
63
ITSM log files

ITSM installation log files contain comprehensive details for each component, including user prompts and answers, and any outputs from programs running at the time of installation. The installer creates summary, detailed, and error log files. These log files are stored by default in:
! !
Windows: <install_dir>\Logs UNIX: <install_dir>/Logs
The install log files are: <app_name>_inst.log, where <app_name> is either Problem, Incident, Change, or Asset, according to the application you are installing.
Summary log files

The following file contains a high-level summary, including a line-by-line success/ fail tally for each .def and .arx file. At the end of the log is a summary table indicating the total number of objects, number of objects that imported successfully, and number of objects that failed to import. BMCRemedy<app_name>Management.html, where <app_name> is either Problem, Incident, Change, or Asset, according to the application you are installing.
Detailed log files

The following file contains detailed status information about the import of all components, including user prompts and answers. BMCRemedy<app_name>Manage.log, where <app_name> is either Problem, Incident, Change, or Asset, according to the application you are installing.
Error log files

The following file contains an extract of the error and warning messages from the log files. BMCRemedy<app_name>Management_error.log, where <app_name> is either Problem, Incident, Change, or Asset, according to the application you are installing.
64
Installation Guide
Using log files to troubleshoot an installation
Using log files to troubleshoot an installation

Error and warning messages have [MESSAGETYPE] prefixes, for example, [ERROR] or [WARNING] that indicate the category of the message. Included with the prefix is a timestamp or called routine, if applicable. Installation step outlines have no prefixes.
TIP
You can monitor the last update to the log files to see if an installation is still running.
To troubleshoot an installation
1 Review the <app_name>.html summary log file for failures. Search for Failed. 2 If you find any errors, review the <app_name>_error.log file for details about the
errors.
3 If you find an indication of cascading failures, review the <app_name>.log file to
obtain more complete information about the source of the errors.

4 If you find any errors, review the arerror.log file and the database error logs to
determine the source of installation errors.
Appendix A
65
66
Installation Guide
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
Index
A
application licenses activating 36 obtaining license keys 36 applications installing 37 supporting 10 Approval Server. See BMC Remedy Approval Server AR System application hardware requirements 30 Assignment Engine about 11 installing on UNIX 40 installing on Windows 38 CAI, configuring queues for 57 changes to 33 configuring for installation 37 installation prerequisites 20 mid tier, hardware requirements 31 private server queue, creating 58 supported version 20 User Preference records 61 web service installation option 28 Asset Inventory System module 12 Asset Management, about 8 Assignment Engine. See AR System Assignment Engine Business Time Holiday form 33 Business Working Day form 33
C
CAI CAI Plugin Registry form 60 configuring queues for 57 PluginRegistry form 60 CAI Plugin Registry form 59 Change Management, about 9 changing schema sort order 56 time zones 61 Command Automation Interface. See CAI compatibility matrix, accessing 31 component import, log files for 64 Contract Management System module 12 Crystal Reports 28, 62 customer support 3
D
database changing schema sort order 56 disk space for 21 not configured to extend automatically 22 prerequisites all 21 IBM DB2 22 Microsoft SQL Server 25 Oracle 25 Sybase 26 DB2. See IBM DB2 Definitive Software Library. See DSL disk space for database 21 documents ITSM 14 related 15 solution 15
B
BMC Atrium CMDB about 11 changes to 33 improving performance with 20 BMC Remedy Approval Server about 11 installing 38 BMC Software, contacting 2 browser, requirements for 20
Index
67
downloading patches 54 DSL, installing 44, 47 Incident Management, about 9 installing Approval Server 38 AR System Assignment Engine on UNIX 40 on Windows 38 downloading ITSM patches 54 DSL 44, 47 general prerequisites 19 help about 47 on UNIX 51 on Windows 48 ITSM about 37 on a server group 52 on UNIX 45 on Windows 42 language packs 43, 46 non-root user on UNIX 37 order of 18 post-installation activities 54 troubleshooting 65 ITSM application licenses activating 36 determining host ID 36 obtaining license keys 36 applications Asset Management 8 Change Management 9 Incident Management 9 overview of ITSM applications 8 Problem Management 9 SLM 10 supporting 10 available documents 14 creating shortcuts to 61 installing about 37 downloading patches 54 on UNIX 45 on Windows 42 post installation activities 54 to server groups 52
E
email notifications, requirements for 20 environment pre-check utility 31 error logs. See log files escalations, disabling before installing the applications 37
F
Financial Management module 12 finding log files 64 Flashboards, requirements for 20 forms Business Time Holiday 33 Business Working Day 33 CAI Plugin Registry 59, 60 exceeding the default AR System size limit 22 Group 33 Schema Sort 57 Server Information 59 Share Application Properties 33 System Settings 55, 56 Time Zone 61 User 20 User Preferences 62 Foundation module 12
G
Group form 33
H
hardware requirements AR System applications 30 mid tier 31 minimum 30 help about installing 47 installing on UNIX 51 installing on Windows 48 host ID, determining 36
I
IBM DB2 prerequisites 22 importing components 64 68 Installation Guide
ITSM (continued) modules Asset Inventory 12 CAI 13 Contract Management 12 Financial Management 12 Foundation 12 overview 12 Requester Console 13 TMS 13
P
patches downloading 54 required for installation 19 Perl, requirements 32 prerequisites AR System 20 database all types 21 IBM DB2 22 Microsoft SQL Server 25 Oracle 25 Sybase 26 general 19 Java 28 patches 19 reports-related 28 web services 28 private server queue, creating 58 Problem Management, about 9 product support 3
J
Java prerequisites 28
K
Knowledge Management, about 10
L
language packs, installing 43, 46 licenses application 36 determining host ID 36 obtaining license keys 36 log files about 63 component import 64 detailed 64 error 64 finding 64 troubleshooting an installation with 65
R
related documents 15 reports-related prerequisites 28 requirements, hardware AR System 30 mid tier 31 minimum 30
S
Schema Sort form 57 schema sort order, changing 56 server groups, installing applications to 52 Server Information form 59 Service Level Management. See SLM Share Application Properties form 33 shortcuts, creating for Windows 61 SLM, about 10 solutions, available documents 15 sort order, changing for schema 56 SQL Server. See Microsoft SQL Server SRM, about 10 support, customer 3 Sybase forms with more than 254 fields 27 prerequisites 26 System Settings form 55, 56
M
Microsoft SQL Server prerequisites 25 mid tier hardware requirements 31 minimum hardware requirements 30 multi-tenancy, enabling 55
N
non-root users on UNIX, installing as 37 notifications, requirements for email 20
O
Oracle prerequisites 25 order of installation 18
Index
69
T
Task Management System. See TMS technical support 3 Time Zone form 61 time zone, changing 61 troubleshooting, using log files to 65
U
UNIX installing AR System Assignment Engine on 40 help on 51 ITSM on 45 non-root users and 37 log files location 64 User form 20 User Preference records, creating 61 User Preferences form 62 users, non-root on UNIX, installing as 37
W
web server, requirements for 20 web service option, AR System 28 web services prerequisites 28 Windows creating shortcuts 61 installing AR System Assignment Engine on 38 help on 48 ITSM on 42 log files location 64
70
Installation Guide
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BMC Remedy IT Service Management 7.0.

Contacting BMC Software

United States and Canada

Outside United States and Canada

Restricted rights legend

Support by telephone or email

Before contacting BMC Software

License key and password information

BMC Remedy IT Service Management 7.0.03

ITSM applications overview

BMC Remedy Asset Management

ITSM applications overview

BMC Remedy Change Management

BMC Remedy Incident Management

BMC Remedy Problem Management

BMC Remedy IT Service Management 7.0.03

BMC Service Level Management

Supporting applications overview

BMC Service Request Management

BMC Remedy Knowledge Management

Supporting applications overview

BMC Atrium CMDB

BMC Remedy Approval Server

AR System Assignment Engine

BMC Remedy IT Service Management 7.0.03

ITSM modules overview

Contract Management System

Asset Inventory System

Definitive Software Library

ITSM modules overview

Task Management System

Command Automation Interface

BMC Remedy IT Service Management 7.0.03

BMC Remedy IT Service Management documentation

BMC Remedy IT Service Management documentation

BMC Remedy IT Service Management 7.0.03

Title BMC Atrium CMDB 2.x Release Notes

Audience Everyone Administrators

Before you install

Before you install

BMC Remedy IT Service Management 7.0.03

See page 42 Patch Readme file See page 48

See page 45 Patch Readme file See page 51

Before you install

BMC Remedy IT Service Management 7.0.03

Prerequisites related to AR System

(for the Reconciliation Engine) (for the AR System Server)

(for the Reconciliation Engine) (for the AR System Server)

Before you install

BMC Remedy IT Service Management 7.0.03

Databases not configured to extend automatically

4 Create a 32 KB table space, using a command similar to the following example:

Optional parameters enclosed in square brackets, for example:

ARAdmin user by running the following command:

Before you install

BMC Remedy IT Service Management 7.0.03

where <tablespacename> is the name of the table space created in step 4.

where <tablespacename> is the name of the table space created in step 4.

where <tablespacename> is the name of the table space created in step 4.

where <tablespacename> is the name of the table space created in step 4.

where <tablespacename> is the name of the table space created in step 4.

Microsoft SQL Server

If the database is configured to extend automatically, specify the following: