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Installation Guide
June 2008
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Contents
Preface
Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
New icon . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
SRM application overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
BMC Service Request Management documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Related documentation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Chapter 1
13
Installation order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
General prerequisites. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
AR System-related prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Database-related prerequisites. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
All databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
IBM DB2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Microsoft SQL Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Oracle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Sybase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Reports-related prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Web services-related prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Minimum hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
AR System application hardware requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . .
Mid tier hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Reviewing the compatibility matrix . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
14
18
19
20
20
21
24
24
25
27
27
29
29
30
30
Chapter 2
31
Pre-installation tasks
Contents
32
32
32
34
34
34
34
36
Installing SRM
43
Integrating SRM 2.2.00 with Help Desk 6.0 and Change Management 6.0 75
Installation Guide
Appendix A
Installation logging
85
86
86
86
86
86
86
87
Index
89
Contents
Installation Guide
Preface
This guide describes how to install BMC Service Request Management (SRM)
2.2.00. This application runs on the BMC Remedy Action Request System
(AR System) platform and uses data from the BMC Atrium Configuration
Management Database (CMDB).
Audience
This guide is intended for the following Information Technology (IT)
professionals:
AR System administrators
Other qualified IT professionals who are responsible for installing applications
New icon
This guide contains the New icon, to identify information that is new or
substantially changed with version 2.2.00.
Preface
NOTE
To access the support website, you need a support contract.
You can access application help by clicking on Help links within the application.
Title
Document provides
Audience
Format
Users
Users
HTML
Administrators
Everyone
Administrators
HTML
Administrators
Related documentation
The following table lists documentation for related BMC products that might be of
interest to SRM users. This documentation is available on the BMC Customer
Support website at http://www.bmc.com/support_home.
Title
Document provides
Audience
Everyone
10
Installation Guide
Administrators
Title
Document provides
Audience
Users
Everyone
Administrators
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.
Everyone
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.
Administrators
Administrators
Information about the mid tier, including mid tier installation Administrators
and configuration, and web server configuration.
Administrators
Preface
11
Title
Document provides
Audience
Everyone
Administrators
Everyone
Everyone
12
Installation Guide
Everyone
Chapter
This section contains important information for planning your installation of the
BMC Service Request Management (SRM) application.
The following topics are provided:
13
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.
IMPORTANT
If you plan to use SRM 2.2.00 with any ITSM 7.0.03 applications, you must install
the ITSM 7.0.03 applications and the most current ITSM 7.0.03 application patches
before installing SRM. ITSM Patch 006 or later is required before installing SRM
2.2.00.
Table 1-1: Installation order
Operation
Comments
Standalone
install
Yes
Review the SRM 2.2.00 Release For updated installation
Notes.
prerequisites, including
AR System server and
application patches, see the
release notes for SRM 2.2.00 in
the documentation section on
the BMC Customer Support
website at
Windows
procedure
location
UNIX
procedure
location
N/A
N/A
N/A
http://www.bmc.com/
support_home
3
14
Installation Guide
Yes
If you are installing or
upgrading AR System, BMC
Atrium CMDB, SRM, or any
supporting ITSM applications,
make sure you read the
information about their
system requirements carefully
(for example, prerequisites for
your underlying database)
before you start installing SRM.
Installation order
UNIX
procedure
location
Operation
Comments
Standalone
install
Windows
procedure
location
This is an installation
prerequisite.
Yes
Note: BMC
suggests a
separate
server for
midtier.
Yes
Yes
This is an installation
prerequisite. If you are
installing multiple AR System
applications, install the
Approval Server only once.
Yes
This is an installation
prerequisite. If you are
installing multiple AR System
applications, install the
Assignment Engine only once.
10
Yes
This is an installation
prerequisite. If you are
installing multiple AR System
applications, install the Email
Engine only once
N/A
N/A
11
This is an installation
prerequisite. See the BMC
Atrium CMDB 2.x Installation
and Configuration Guide.
Yes
N/A
N/A
12
Yes
N/A
N/A
15
13
UNIX
procedure
location
N/A
N/A
Yes; install
N/A
SLM after you
install SRM,
but before the
SRM
integrations.
N/A
Note: Do not
Comments
No
If you are upgrading or
installing optional supporting
ITSM applications, make sure
you install version 7.0.03 or
later and apply the latest
patch. All supporting
applications must be at least
version 7.0.03 with Patch 006
applied.
14
Windows
procedure
location
Operation
Incident Management
Problem Management
Change Management
Asset Management
Standalone
install
install SLM
integrations.
15
Install SRM.
Yes
16
Yes; SLM
only.
16
Install help.
Installation Guide
Note: Do not
install
Incident or
Change
integrations.
Installation order
UNIX
procedure
location
Operation
Comments
Standalone
install
Windows
procedure
location
18
Yes
19
Yes
17
General prerequisites
The following general installation prerequisites must be met before you install
SRM.
Make sure you obtain all of the licenses that you need and that you install the
licenses to the AR System server before you install SRM.
NOTE
Licenses for BMC:Financial Mgmt Application and BMC:SR Mgmt Application are
required. You might need other licenses depending on the applications you have
installed.
Make sure you install the latest patches for all supporting applications. The
following minimum patch levels are required:
Make sure you install all supporting applications in the correct order. For more
information, see Installation order on page 14.
SRM: Administrator, Command Event Master, SRM User, Work Order User
18
Installation Guide
AR System-related prerequisites
If you are integrating SRM with Help Desk 6.0 and Change Management 6.0,
those applications must reside on a different AR System server than SRM 2.2.00.
For information about integrating SRM 2.2.00 with Help Desk 6.0 or Change
Management 6.0, see Chapter 4, Integrating SRM 2.2.00 with Help Desk 6.0 and
Change Management 6.0.
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.
WARNING
If you want to install BMC IT Service Management Patch 007 after you have
installed SRM 2.2.00, you must first back up the CAI and FND plug-ins. Then, after
you install Patch 007, you must replace the CAI and FND plug-ins in the SRM
<install_dir>\bin folder (Windows) or the <install_dir>/bin directory
(UNIX). On Windows systems, the CAI plug-in is the caieventcmd.dll file and
the FND plug-in is the ardbcQuery.dll file. On UNIX systems, the CAI plug-in is
the libcaieventcmd file and the FND plug-in is the libardbcQuery file.
AR System-related prerequisites
The following AR System prerequisites must be met before you install SRM.
Make sure that you have installed (or have upgraded to) and licensed
AR System 7.0.01, patch 004 or later. For more information, see Reviewing the
compatibility matrix on page 30.
To install the 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 BMC Remedy Action Request System
Administering BMC Remedy Email Engine. You can also use BMC Remedy Alert
for notifications.
NOTE
As part of AR System installation, the Flashboards components required by SRM
to view real-time Flashboards are installed automatically. You do not have to
perform a separate Flashboards server installation. You do need, however, a
Flashboards Server license to use all the flashboards included with the SRM
application.
19
Database-related prerequisites
The following database prerequisites must be met before you install SRM.
In addition to a general section that applies to all database types, this section
contains references to the following, specific database types:
IBM DB2
Microsoft SQL Server
Oracle
Sybase
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, you might need more than this. If your database is not configured to
extend automatically, BMC recommends at least 2000 MB for the log file size.
Use the following table to determine the appropriate AR System data file and log
file size.
Table 1-2: General database requirements
Database
Minimum requirements
IBM DB2
Oracle
Sybase
IMPORTANT
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
SRM. See the documentation for your database for information about how to
increase the size of the database transaction log or how to clear it.
20
Installation Guide
Database-related prerequisites
IBM DB2
Make sure your IBM DB2 environment is set up as described in this section.
Some SRM 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 SRM forms.
To perform the following steps, make sure you are logged in as the db2instance
owner, for example: su - db2inst1
commands:
DB2=>
DB2=>
DB2=>
DB2=>
UPDATE
UPDATE
UPDATE
UPDATE
DB
DB
DB
DB
CFG
CFG
CFG
CFG
for
for
for
for
<databasename>
<databasename>
<databasename>
<databasename>
using
using
using
using
APP_CTL_HEAP_SZ 40480
UTIL_HEAP_SZ 95000
STMTHEAP 10240
LOGFILSIZ 2000
where /<dir>/<dir>/<container name> is the complete path to the location where the
container is stored and <bufferpoolname> is the name of the buffer pool that you
created in step 3.
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
are installed.
21
IMPORTANT
The Dropped Table Recovery Off option can improve performance but using that
option 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
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.
6 Determine whether a temporary table space exists. If you do not have a temporary
table space, you must create one. Use 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 <bufferpoolname> with the name of the buffer space that you created in
step 3.
7 Add the following lines to the database configuration file if you are installing Asset
22
Installation Guide
Database-related prerequisites
9 Add the following lines to the database configuration file if you are installing Asset
Management.
Form: AST:PurchaseRequisition-Detail-Signature
Clause: IN <tablespacename>
Change Management.
Form: CHG:Infrastructure Change
Clause: IN <tablespacename>
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>
Approval Server.
Form:
AP:Rule Definition
Clause: IN <tablespacename>
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.
23
14 Add the following lines to the database configuration file because the specified
For more information about the syntax and usage of DB2 commands, see the DB2
documentation.
Oracle
Make sure that your Oracle environment is set up as described in this section.
WARNING
Oracle 9i libraries on HP-UX and Linux 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 SRM. Without this
patch, the application installations fail.
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 more information, see the Oracle's Cursor Sharing for BMC Remedy Products
white paper on the BMC Customer Support website.
24
Installation Guide
Database-related prerequisites
must be changed to
RUSSIAN_CIS.AL32UTF8
IMPORTANT
If you are installing multiple SRM language packs in an Oracle environment, BMC
Software recommends you set the AR System data file size to at least 4000 MB.
Sybase
Make sure your Sybase environment is set up as described in this section. The
values specified are minimum recommendations and might need to be increased
for your environment.
To prevent the transaction log from filling up during installation, set the trunc
log on chkpt database option on the AR System and tempdb databases. 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.
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.
IMPORTANT
Disable the trunc log on chkpt option for all databases after the successful
installation and before any production activity.
25
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 to more than 254 fields. 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
SRM applications. The ardb.conf file applies the Sybase lock datarows feature
to forms with more than 254 fields.
The ardb.conf file must be located under the AR System installation directory (for
example, c:/Program Files/AR System/<ar_system_server_name>/CONF).
It must contain the following entries:
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
Clause: lock datarows
Form:SRM:RequestApDetailsSignature
Clause: lock datarows
Form:SRM:RequestInterface
Clause: lock datarows
26
Installation Guide
Reports-related prerequisites
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 BMC Customer Support website. For
more information, see Reviewing the compatibility matrix on page 30.
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 BMC Remedy Mid Tier for UNIX 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.
You must install J2SE Java runtime environment (JRE) before installing or
upgrading SRM applications.
For information about the required version of JRE, see Reviewing the
compatibility matrix on page 30.
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. By default, this file is in the
C:\Program Files\AR System\<server name>\CONF folder.
27
System\ITSM\
System\ITSM
System\ITSM
System\ITSM\saaj.jar;
System\ITSM\axis.jar;
System\ITSM
System\ITSM
System\ITSM
System\ITSM
System\ITSM\
System\ITSM\saaj.jar;
NOTE
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 BMC Remedy Action Request System Installing and Administering BMC Remedy
Mid Tier guide.
28
Installation Guide
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.
Free RAM: 6 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.
IMPORTANT
If you do not have enough free RAM, unhandled exception errors appear in the log
files.
29
Recommended
1 GB of available RAM
NOTE
You must review all of the compatibility matrixes for your applications to
understand the dependencies for all BMC and other vendor applications.
30
Installation Guide
Chapter
Pre-installation tasks
This section contains instructions for tasks you must perform before you install
SRM 2.2.00.
The following topics are provided:
Chapter 2
Pre-installation tasks
31
In AR System 7.0.01, you must have a license key for AR System Server and for
each supporting application on your server. After you obtain the key, you use it
to activate your product license.
In AR System 7.1.00, you must have a license key for AR System Server only.
You can activate licenses for supporting applications without a license key.
NOTE
In all versions of AR System, you must activate the licenses before installing the
applications.
The BMC:SR Mgmt Application license and BMC:Financial Management
Application license are required to install the BMC Service Request Management
application.
If you have questions about your licensing requirements, contact BMC 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)
applications.
32
Installation Guide
Feature column.
Figure 2-1: Add/Remove Licenses dialog box
Host ID
The host ID of the selected AR System server automatically appears in the Host ID
field.
5 Record this number to use when requesting your licenses.
Support contract ID
Purchase order number
Email address
Version of AR System
Host ID of your AR System server
Chapter 2
Pre-installation tasks
33
NOTE
The BMC:SR Mgmt Application license is not available from the Product Feature
list in BMC Remedy Administrator. You must manually enter the BMC:SR Mgmt
Application license information into the appropriate license fields and then click
the Add License button.
34
Installation Guide
The SRM 2.2 installer does not check the setting of the Disable Escalations option.
This option is set differently depending on your version of AR System.
IMPORTANT
If the Disable Escalations option is selected for AR System server 7.1 systems,
ARERR8745 errors appear in the installation log.
Disable
Escalations
Development
Cache Mode
5 Set the Disable Escalations option according to your AR System server version.
Chapter 2
Pre-installation tasks
35
IMPORTANT
Review Database-related prerequisites on page 20, and then run the
Environment Checker utility before you install the SRM application, to make sure
the database environment on your system meets the basic requirements for
installing the applications.
UNIX requirements
If you are running the Environment Checker utility in a UNIX environment, make
sure your system meets the following requirements:
Perl has been installed. Perl, which is typically installed with UNIX, is required
to run the Environment Checker utility on UNIX. A free download of Perl is
available from the ActiveState website. You do not need to install Perl to run the
Environment Checker utility on Windows.
36
Installation Guide
Prompts
IBM DB2
Oracle
Sybase
Chapter 2
Pre-installation tasks
37
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.
IMPORTANT
When you finish installing Assignment Engine, make sure you back up the
AR System database. This allows you to quickly restore your system to its
preinstallation state, should you encounter problems while installing SRM.
38
Installation Guide
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 29 for information about minimum hardware requirements.
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.
2 Click Next.
3 At the License Agreement panel, read the license information and click Yes.
The Enter Required Information for BMC Remedy Assignment Engine panel
appears.
4 At the Enter Required Information for BMC Remedy Assignment Engine panel,
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, then click OK.
NOTE
If you are installing multiple instances of Assignment Engine, install each instance
into a separate folder.
6 Click Next.
7 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 them later.
Chapter 2
Pre-installation tasks
39
8 Click OK.
9 Click Finish to exit the installer and restart your computer.
10 When the computer restarts, review the following log files for any errors or
warnings:
ARSystemAssignmentEngine.log
ARSystemAssignmentEngine_error.log
root directory.
For details about mounting the DVD, see the BMC Remedy Action Request System
Installing guide.
b If you are installing from the downloaded product files, change to the working
command:
./ae_install
3 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. For
example, /usr/saved/ae700.
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 on which to run the
Assignment Engine.
6 At the server confirmation prompt, press Enter.
7 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.
8 At the confirmation prompt, press Enter to accept the AR System server path.
9 At the TCP/IP port prompt, press Enter to accept the default value, or type another
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Installation Guide
10 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.
11 At the confirmation prompt, press Enter.
12 At the password prompt, type the password for the AR System Administrators ID
Chapter 2
Pre-installation tasks
41
42
Installation Guide
Chapter
Installing SRM
This section contains instructions for installing SRM and supporting applications.
The following topics are provided:
NOTE
For updated installation prerequisites, including AR System server and
application patches, see the release notes for SRM in the documentation section on
the BMC Customer Support website at http://www.bmc.com/support_home.
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.
If you downloaded the software electronically through the BMC Electronic
Product Distribution, make sure you have extracted the compressed files into a
working directory.
43
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.
Make sure AR System is running before you start the installation. You must run
the installation from the server on which AR System is running and be logged in
to that server as a local user. Also, make sure you activate the BMC:SR Mgmt
Application license and Financial Management Application license on the
AR System server before you start installing the application. For more information,
See Activating application licenses on page 32.
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. For information about minimum hardware
requirements, see AR System-related prerequisites on page 19.
The location from where you run the installation executable file depends on how
you received the application.
NOTE
If you are installing on UNIX, log in as root or as the same user who installed the
BMC Remedy AR System server. Otherwise, the installer cannot restart the server
to successfully complete the installation.
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Installation Guide
WARNING
If you want to install BMC IT Service Management Patch 007 after you have
installed SRM 2.2.00, you must first back up the CAI and FND plug-ins. Then, after
you install Patch 007, you must replace the CAI and FND plug-ins in the SRM
<install_dir>\bin folder (Windows) or the <install_dir>/bin directory
(UNIX). On Windows systems, the CAI plug-in is the caieventcmd.dll file and
the FND plug-in is the ardbcQuery.dll file. On UNIX systems, the CAI plug-in is
the libcaieventcmd file and the FND plug-in is the libardbcQuery file.
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.
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 install, 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 SRM.
45
Filename
CAI
Windows: caieventcmd.dll
UNIX: libcaieventcmd
FND
Windows: ardbcQuery.dll
UNIX: libardbcQuery
The installer also registers the plug-in path. The plug-in path is added to the
beginning of the existing path.
For example, if you install SRM over existing ITSM applications, you might see
multiple versions of the plug-ins in the following SRM and ITSM folders:
Windows: <srmInstallDir>\bin;<changeManagementInstallDir>\bin
UNIX: <srmInstallDir>/bin:<changeManagementInstallDir>/bin
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Installation Guide
Installing SRM
Installing SRM
You must run the installation from the server that is running AR System and you
must be logged in to that server as a local user.
To install SRM, use the appropriate instructions for your operating system.
Incident Management and relates that PDT to the sample Application Object
Template (AOT) that is installed with Requester Console.
Step 2 Migrates the Requester Console survey to the SRM survey.
Step 3 Creates Navigational Categories in SRM from the Operational Categories specified
relates them to the PDT in step 1 and the Navigational Categories in step 3.
Step 5 Deletes the localized Question Field Mapping records from SYS:Form Field
Selection.
Step 6 Deletes the localized SRMS Field Mapping records from SYS:Form Field Selection.
Step 7 Migrates the service requests from the Requester Console to the service requests
from SRM.
47
Forms are merged. This means that any additional fields that you added are not
lost during the overwrite installation.
Form Views are overwritten. This means that any additional fields you added
are lost from the views. To fix this, you must bring the added fields back and
place them in the views.
Any additional views that you created for the form are unaffected by the
overwrite installation.
All form view layout customizations that you made are lost. This means you
must re-create the layout according to your preferences (where applicable).
The following forms appear in the installation logs with import errors. These
import errors can safely be ignored because the information already exists on
the server.
SRD:CFG Settings
SRS:ServiceRequestHTML
SRS:ServiceRequestImages
SRS:ServiceRequestQueryExclusions
WOI:CFG Rules
APR:SYS-Approval Definition
SRM:ConfigSurveyQuestions
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Installation Guide
Installing SRM
The SRD_Level records in the SYS:Menu Items form are migrated to the
SRD:SRDLevel form.
The Question Field Mapping records that are localized are removed from the
SYS:Form Field Selection form
The SRMS Field Mapping records that are localized are removed from the
SYS:Form Field Selection form.
Installing SRMWindows
Use this procedure to install SRM on Windows.
If your files are on a DVD, the executable file is under the root directory.
If you downloaded the application, the executable file is in 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 Checker utility.
2 If you have run the Environment Checker utility, click Yes. Otherwise, click No to
AR Password: type the password for the AR System Administrator. The default
password for user Demo is blank.
AR TCP Port: specify the TCP port number if the default was not used when
AR System was installed.
AR RPC Port: specify the RPC port number if the default was not used when
AR System was installed.
49
6 Click Next.
The installation program validates the AR System server information and the
installation prerequisites. Errors are reported to the screen.
Depending on the type of installation, any of the following conditions can occur:
If you install SRM 2.2.00 over SRM 2.1.00, the following message appears:
SRM 2.1.00 has been detected on your system. This installation
program upgrades your system to SRM 2.2.00 by updating form,
workflow, and system data within AR System. If you use a
customized version of this application, back up your system before
you run this installation program or install on a test system to
make sure your customizations are not affected. For more
information, see the SRM 2.2.00 Installation guide. Do you want to
continue?
IMPORTANT
The SRM 2.2.00 overwrite installer will remove or rename obsolete SRM 2.1.00
workflow included with the product, including integration workflow. See
Overwrite install option on page 48. Check the SRM 2.2.00 installation log for
details about the objects that were removed or renamed.
If you install SRM 2.2.00 over an existing version of the Requester Console, the
following message appears:
The SRM 2.2.00 installation program installs form, workflow, and
system data to the AR System server. The installer also replaces
the ITSM Requester Console with the SRM Request Entry Console.
Back up your system before you run the installation program, if
you want to roll back changes to your system, or install SRM on a
different server than ITSM. For more information, see the SRM
2.2.00 Installation guide. Do you want to continue?
IMPORTANT
The SRM 2.2.00 installer replaces the ITSM Requester Console with the SRM
Request Entry Console. Back up your system before you run the installation
program. See Requester Console upgrade on page 47.
If you install SRM 2.2.00 as a new install, on a system that does not have a prior
version of SRM or Requester Console, no message appears. Proceed to step 8.
7 Click Yes to continue the installation or No to cancel.
8 At the minimum AR System file sizes prompt, click Yes if you have the minimum
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Installation Guide
Installing SRM
data? option.
IMPORTANT
In most cases, you should install sample data. By installing sample data, you make
sure the predefined items that help you evaluate and use SRM are installed.
12 Click Next.
IMPORTANT
If your AR System thread settings are less than the recommended values, a prompt
appears asking if you want the installer to increase the max threads for the
AR System Server. Click Yes if you want the installer to increase the max threads.
BMC Software recommends a max thread value of 6 or more fast threads and 3 or
more list threads for AR System Servers.
The installation program copies the required components to your system.
Processing time varies depending on your system, and might take several hours.
14 At the InstallShield Wizard Complete panel, click Finish.
15 Review the installation logs for any error or warning messages. For more
Installing SRMUNIX
Use this procedure to install SRM on UNIX.
root directory.
For details about mounting the DVD, see the BMC Remedy Action Request System
Installing guide.
b If you are installing from the downloaded product files, change to the working
51
3 At the Environment Checker utility prompt, press Enter if you have run the utility.
IMPORTANT
If you have not run the Environment Checker utility, exit the installation process.
4 At the required software prompt, type y and press Enter if you have the required
software installed.
For software requirements, see Planning the installation on page 13.
5 At the licensing prompt, review the license agreement. Type y and press Enter to
agree.
6 At the choose a server prompt, press Enter to accept the default AR System server,
The installer checks the ar.conf file to see if AR System is using the portmapper
or if it is using a specified port.
10 At the TCP/IP port prompt, press Enter to accept the default value, or type another
In the following two steps, you are providing login information for the AR System
server to which SRM will connect.
12 At the AR System Administrator ID prompt, press Enter to accept the default
IMPORTANT
To keep AR System secure, add a password as soon as possible.
13 At the AR System Administrator password prompt, type the AR System
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Installation Guide
Installing SRM
14 At the minimum AR System file sizes prompt, type y and press Enter if you have
If you install SRM 2.2.00 over SRM 2.1.00, the following message appears:
SRM 2.1.00 has been detected on your system. This installation
program upgrades your system to SRM 2.2.00 by updating form,
workflow, and system data within AR System. If you use a
customized version of this application, back up your system before
you run this installation program or install on a test system to
make sure your customizations are not affected. For more
information, see the SRM 2.2.00 Installation guide. Do you want to
continue?
IMPORTANT
The SRM 2.2.00 overwrite installer will remove or rename obsolete SRM 2.1.00
workflow included with the product, including integration workflow. See
Overwrite install option on page 48. Check the SRM 2.2.00 installation log for
details about the objects that were removed or renamed.
If you install SRM 2.2.00 over an existing version of the Requester Console, the
following message appears:
The SRM 2.2.00 installation program installs form, workflow, and
system data to the AR System server. The installer also replaces
the ITSM Requester Console with the SRM Request Entry Console.
Back up your system before you run the installation program, if
you want to roll back changes to your system, or install SRM on a
different server than ITSM. For more information, see the SRM
2.2.00 Installation guide. Do you want to continue?
IMPORTANT
The SRM 2.2.00 installer replaces the ITSM Requester Console with the SRM
Request Entry Console. Back up your system before you run the installation
program. See Requester Console upgrade on page 47.
If you install SRM 2.2.00 as a new install, on a system that does not have a prior
version of SRM or Requester Console, no message appears. Proceed to step 16.
15 To continue the installation, type y press Enter.
16 At the Select languages prompt, enter the number of the language to install and
53
19 At the load sample data prompt, press Enter to install sample data or type n to skip
IMPORTANT
In most cases, you should install sample data. By installing sample data, you make
sure the predefined items that help you evaluate and use SRM are installed.
20 At the installation summary prompt, review the installation information, and then
IMPORTANT
The RenameForm.drm driver script writes errors to the log file during the SRM
installation. These are benign errors and should be ignored.
IMPORTANT
If you want to integrate SRM with BMC Remedy Help Desk 6.0 or BMC Remedy
Change Management 6.0, do not install the SRM integrations as described in this
section. Instead, use the instructions in Chapter 4, Integrating SRM 2.2.00 with
Help Desk 6.0 and Change Management 6.0.
Perform this installation only once, after you finish all of the planned application
installations.
The location from where you run the installation executable file depends on how
you received the AR System integration files.
If your files are on a DVD, the executable file is under the arintegration
directory.
If you downloaded the application, the executable file is under the top level of
the working directory. This is the directory that you created to hold the files you
extracted after downloading them.
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Installation Guide
about enabling Development Cache Mode, see Configuring the AR System server
for the installation on page 34.
2 Run the SRM integration executable file:
Server Name: The AR System Server that will support the installed
applications.
Server Port: The port on which the AR System Server is located. You can accept
the default value, or, if the default port number is incorrect, type another.
User Name: The AR System Server administrators ID. The default ID for new
installations is Demo, with no password.
Password: Type the password for the AR System Server administrators ID, and
then confirm the password by typing it again in the Confirm Password field.
7 Click Next.
The SRM integration installer checks the Development Cache Mode setting.
55
c Enable Development Cache Mode and restart AR Server. For more information
If Development Cache Mode is enabled, a panel appears asking you to select the
SRM integrations you need.
Figure 3-2: SRM Integration options panel
8 Select the applications to integrate with SRM. You can select multiple applications,
NOTE
If you are installing SRM as a standalone application, select only the SLM
integration option.
IMPORTANT
If Change Management or Incident Management is installed on a remote
AR System server, you must select the Select this option if you want to install the CM
and IM integrations on a remote server check box, in addition to selecting the
applications to integrate with SRM.
9 Click Next.
If SRM and the applications to integrate with SRM are all on the same
AR System server, proceed to step 11.
If the applications to integrate with SRM are on a remote server, a panel appears
asking for the remote AR System Server login information.
10 Type the required information into the fields and click Next.
Server Name: The remote AR System Server where the applications are
installed.
Server Port: The port on which the remote AR System Server is located. You can
accept the default value, or, if the default port number is incorrect, type another.
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Installation Guide
User Name: The remote AR System Server administrators ID. The default ID for
new installations is Demo, with no password.
Password: Type the password for the remote AR System Server administrators
ID, and then confirm the password by typing it again in the Confirm Password
field.
11 At the Install Sample Data panel, select Yes, Install Sample Data and click Next.
NOTE
BMC recommends that you install sample data, which preconfigures some SRM
settings in the Application Administration Console and makes it faster to get
started.
12 At the summary panel, review the summary information and click Install.
13 At the installation complete message, click Finish.
NOTE
If errors occur during the SRM integration installation, review the log files in the
\BMC SRM Integration\Logs\ folder. For more information about log files, see
Using log files to troubleshoot an installation on page 87.
57
caieventcmd.dll
NOTE
The Remote_ITSM60_Patch.zip file is located in the SRM installation \Patch
folder.
The application \bin folder is the first application listed in the ar.cfg file. For
example, copy from
..\Program Files\AR System Applications\<serverName>\BMC Service
Request Management\bin
to
..\Program Files\AR System Applications\<serverName>\BMC Remedy
Change Management\bin
IMPORTANT
You only need to copy the caieventcmd library to one \bin folder per system. Open
the ar.cfg file and copy the caieventcmd file to the \bin folder of the first
application listed (for example, CM, IM, or PM).
2 Restart the AR System server.
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Installation Guide
tab.
3 Navigate to the Foundation > Advanced Options > Command Automation
Interface - Application Registry option to open the CAI Application Registry form.
4 Search the form to find the entries that were created for Change Management or
Incident Management.
5 On the Connection tab, update the connection information to indicate the server,
For more information about configuring the Command Automation Interface and
creating users, see the BMC Remedy IT Service Management 7.0 Configuration Guide.
59
1 From BMC Remedy User, open the CAI:AppRegistry form in search mode.
2 Search the form to find the entries that were just created for Service Request
Management.
3 On the Connection tab, update the connection information to indicate the server,
login, password and port number of the SRM server (as shown in Figure 3-4).
The user specified in the login and passwords fields must be an administrator on
the remote SRM system. For more information about user permissions, see
General prerequisites on page 18.
Figure 3-4: CAI Application Registry entry for SRM 2.2.00
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Installation Guide
Exporting forms
When SRM is integrated with remote IT Service Management and you are creating
AOTs with templates on the SRM system, you cannot register the Change
Management and Incident Management templates on the remote IT Service
Management server. You must export the form definitions from the remote IT
Service Management server and then import those forms into the SRM server.
server.
2 Export the form definitions for the following forms:
CHG:Template
HPD:Template
INT:CHGSRM:TemplateViewForm
INT:HPDSRM:TemplateViewForm
3 Log in to BMC Remedy Administrator on the SRM server.
4 Import the form definitions that you exported from the IT Service Management
server.
You must import the form definitions in the order listed in step 2.
NOTE
You can ignore any permission errors that occur during the import process.
61
Installing help
After installing SRM, you must install help. To make help available to all of the
applications users, you must install help on a system that is running a web server.
For information about supported web servers, see product compatibility
information on the BMC Customer Support website at:
http://www.bmc.com/support_home
IMPORTANT
You must run the help installer locally on the web server system onto which you
are installing help.
See the installation instructions that are appropriate for your environment.
SRM is installed.
The help web server is running.
IMPORTANT
Localized online help is available to users who are working in the Request Entry
Console and the Business Manager Console. It consists of a separate set of localized
HTML help files that are accessed by clicking the Help link.
Installing helpWindows
Use this procedure to install help on Windows.
in the Help directory, which you access from one of the following locations:
The Enter Required Information dialog box appears. In this dialog box, you
provide information about the AR System server to which SRM connects.
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Installation Guide
Installing help
following fields:
NOTE
Click Skip if you want to copy the help files without identifying the AR System
Server for SRM. However, the help files cannot be accessed by the application
without making them available to the AR System Server.
5 Click Next.
If the installer does not detect a web server on your system, the No Web Server
prompt appears. Click No if you do not have a web server on your system and
proceed to step 7.
6 From the Select Web Server dialog box, select one of the following options for the
web server:
Other: Choose 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.
None: Choose 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.
7 At the Select Language Packs panel, select the language packs to install and click
check box to review the installation log for any error or warning messages and
click Finish.
For more information about log files, see Using log files to troubleshoot an
installation on page 87.
63
Installing helpUNIX
Use this procedure to install help on UNIX.
directory that contains the SRM product files, and change to the Help directory.
2 Launch the help installation program from the location in step 1. Type the
agreement.
4 When prompted to accept the Licensing and Maintenance agreement, press Enter.
number.
7 At the confirmation prompt, press Enter.
8 When prompted for the AR System administrator ID, press Enter to accept the
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 must indicate in step 15.
Type N to install help in the directory you specify, but without making it
available on a web server. Skip to step 15.
12 When prompted for the web server configuration file, type the path to the web
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Installation Guide
13 Press Enter to accept the default HTTP port number, or type another port number.
14 At the confirmation prompt for web server information, press Enter to accept the
default value, or type n to make changes.
15 When prompted for the Help installation directory, press Enter to accept the
URL.
17 When prompted to confirm the installation information, press Enter.
Products.
The Patch Downloads for BMC Remedy Products page appears.
4 In the Product field, select Service Request Management.
5 Click Search.
For information about installing a patch, see the Readme file that is included with
the patch.
NOTE
To download patches for other BMC Remedy applications, select the appropriate
product name in step 4.
65
Escalations option.
6 Click OK.
7 Restart AR System server.
Application Settings.
5 Click Open.
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Installation Guide
6 Enter the path to the mid tier in the Mid Tier Path field.
7 Click Save.
8 Close and then reopen the SRM Application Settings form.
The AR Server Value For MidTier Configuration and URL To Request Entry
console fields display.
9 Configure MidTier, the Admin Tool, and the User Tool according to the
67
NOTE
To complete this procedure, you must determine the minimum and maximum
number of threads to specify for the private server queue. For information about
determining the number of threads to use, see the Optimizing AR System
Performance with Server Thread Settings white paper on the Customer Support
website at: http://www.bmc.com/support_home.
queue you want to add. For a private server queue, enter a number within the
following ranges:
390621-390634
390636-390669
390680-390694
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Installation Guide
Note this number because you need it to configure the CAI Plugin Registry form.
IMPORTANT
For detailed information about the number of threads to specify in the next two
steps, see Optimizing AR System Performance with Server Thread Settings white paper
on the BMC Customer Support website at http://www.bmc.com/support_home.
7 In the Min Threads field, enter the minimum number of threads. Use a value of at
least 2.
8 In the Max Threads field, enter the maximum number of threads. Use a value of at
least 6.
9 Click Apply to save the new queue information and close the Server Information
dialog box.
Search.
5 From the resulting list, select the CAI Plugin Registry entry, and then click New.
6 In the Private Queue # field, type the private queue number that you created in
69
7 In the Number of Threads field, type the maximum number of threads that you
information.
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.
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Installation Guide
If you are running MS IIS, the directory is located at the following default location:
C:\Program Files\AR System\Mid-Tier\PluginsCache\<AR_Server_name>
\SRMSServiceRequestBrowser
3 Delete the \Visualizer directory located in the
PluginsCache\<AR_Server_name> directory of the mid tier installation directory.
If you are running MS IIS, the directory is located at the following default location:
C:\Program Files\AR System\Mid-Tier\PluginsCache\<AR_Server_name>
\Visualizer.
4 Re-start the web server or the servlet engine.
NOTE
Perform the following procedure only after you finish a standard installation, as
described in Installing SRM on page 47.
71
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, SRM, and any other application or
supporting system that you installed to run your BMC applications.
For the locations of these applications, review the following files:
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
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
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Installation Guide
5 Manually update the following configuration files to specify the server processes
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 the
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.
73
4 From the resulting list, select the AR System User Preference form, and then click
New.
The AR System User Preferences form appears.
Figure 3-7: 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 Type any additional information for the user in the Short Description field.
7 Click the Advanced tab.
8 Type the name of the server on which you installed SRM (which includes the
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Installation Guide
Chapter
Chapter 4
Integrating SRM 2.2.00 with Help Desk 6.0 and Change Management 6.0
75
IMPORTANT
The integration installer is available only on Windows systems.
NOTE
If you are integrating only with Help Desk 6.0, skip to step 4.
2 For integration with Change Management 6.0, open a command prompt window,
NOTE
When executing the setup.bat file, use the following parameters:
setup <Server> <User> <Password> <Port>
The <Server>, <User>, and <Password> parameters are required. The <Port>
number is optional. When executing the setup.bat file from the command line,
enclose these parameters in double quotation marks (for example, User Name).
This patch updates form, workflow, and system data definitions. If you are
running a customized version of SRM, your customizations might get overridden.
3 Check the log files.
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4 For integration with Help Desk 6.0, open a command prompt window, navigate to
NOTE
When executing the setup.bat file, use the following parameters:
setup <Server> <User> <Password> <Port>
The <Server>, <User>, and <Password> parameters are required. The <Port>
number is optional. When executing the setup.bat file from the command line,
enclose these parameters in double quotation marks (for example, User Name).
This patch updates form, workflow, and system data definitions. If you are
running a customized version of SRM, your customizations might get overridden.
5 Check the log files.
The log files are found under the ..\SRM_HD\patches\SRM20ITSM\Logs\ folder. You
can view the SRM2ITSM7Fix.html file for any install issues.
6 After you have installed the integration, stop the AR System server.
7 Locate the current caieventcmd.dll file (or the corresponding libcaieventcmd file
on UNIX systems).
You can determine the location of this file by looking in the ar.cfg file (or in
on UNIX systems).
ar.conf
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77
NOTE
When executing the setup.bat file, use the following parameters:
setup <Server> <User> <Password> <Port>
The <Server>, <User>, and <Password> parameters are required. The <Port>
number is optional. When executing the setup.bat file from the command line,
enclose these parameters in double quotation marks (for example, User Name).
This patch updates form, workflow, and system data definitions. If you are
running a customized version of Change Management, your customizations might
get overridden.
2 Check the log files.
3 For integration with Help Desk 6.0, open a command prompt window, navigate to
NOTE
When executing the setup.bat file, use the following parameters:
setup <Server> <User> <Password> <Port>
The <Server>, <User>, and <Password> parameters are required. The <Port>
number is optional. When executing the setup.bat file from the command line,
enclose these parameters in double quotation marks (for example, User Name).
This patch updates form, workflow, and system data definitions. If you are
running a customized version of Help Desk, your customizations might get
overridden.
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5 After you have installed the integration, create a /bin directory in the application
NOTE
You only need to copy the caieventcmd library to one \bin folder per system.
8 Locate the ar.cfg file (or ar.conf on UNIX).
9 Add the following line to the ar.cfg file:
Plugin: "<path_to_bin_folder_created_in_Step5>\caieventcmd.dll"
Configure the integration on the SRM system. For more information, see
Configuring the integration on the SRM system on page 59.
Add the View Service Requests link. For more information, see Adding the
View Service Requests link on page 61.
Synchronize the people data. For more information, see Synchronizing people
data on page 61.
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79
Status reason
Change status
Comments
Draft
N/A
Planning
New
In Progress
Assigned
Planning
Scheduled
Work In Progress
Pending
More Information
Completed
Pending
Resolved
Closed
Draft
N/A
NOTE
Changing from a Pending status to a Resolved or Closed status is allowed
within the Change Management 6.0 application. However, this status transition is
not allowed on the SRM system. As a result, the service request will not reflect a
Completed status for this situation.
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Installation Guide
Service request
status reason
Incident status
Draft
N/A
Planning
New
In Progress
Assigned
Comments
In Progress
Pending
More Information
Completed
Pending
Resolved
Closed
NOTE
Changing from a Pending status to a Resolved or Closed status is allowed
within the Help Desk 6.0 application. However, this status transition is not allowed
on the SRM system. As a result, the Service Request will not reflect a Completed
status for this situation.
NOTE
For instructions about how to expose the View Service Request link, see Adding
the View Service Requests link on page 61.
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81
NOTE
For instructions on how to expose the View Service Request link, see Configuring
the integration on page 79.
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Appendix
Installation logging
The SRM installer writes 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:
Appendix A
Installation logging
85
Windows: <install_dir>\Logs
UNIX: /usr/tmp/srm_log
UNIX: <installDir>/Logs
Windows: <install_dir>\Logs
UNIX: /usr/tmp/srm_log
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To troubleshoot an installation
1 Review the BMCServiceRequestManagement.html summary log file for failures.
Appendix A
Installation logging
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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 32
obtaining license keys 32
application settings, configuring 66
Approval Server, See BMC Remedy Approval Server
AR System
application hardware requirements 29
Assignment Engine
about 38
installing on UNIX 40
backups for 32
CAI, configuring queues for 68
configuring server for SRM 35
installation prerequisites 19
mid tier, hardware requirements 30
supported version 19
User Preference records 73
web service installation option 27
database prerequisites 20
DB2 prerequisites 21
desktop, creating shortcuts for 73
development cache mode option, setting 34
disable escalations option, setting 35
disk space for database 20
documents
available for SRM 10
related 10
downloading patches 65
B
backups, creating 32
BMC Remedy Approval Server, installing 38
BMC Software, contacting 2
C
CAI
CAI Plugin Registry form 69
configuring AR System server queue for 68
Change Management 6.0, View Service Request
link 81
changing time zones 70
compatibility matrix, accessing 30
component import, log files for 86
Crystal Reports 27, 74
customer support 3
E
environment checker utility 36
error logs See log files
F
finding log files 86
H
hardware requirements
AR System applications 29
mid tier 30
minimum 29
help
installing on UNIX 64
installing on Windows 62
Help Desk 6.0, View Service Request link 82
host ID, determining 32
Index
89
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
L
licenses
application 32
determining host ID 32
obtaining license keys 32
link, View Service Request 61
log files
application 86
component import 86
detailed 86
error 86
finding 86
troubleshooting an installation with 87
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Installation Guide
N
non-root users, installing as 45
O
Oracle prerequisites 24
order of installation 14
overwrite install option 48
P
patches
checking patch levels 45
downloading 65
required for installation 18
people data, synchronizing 61
Perl, requirements 36
prerequisites
database
all types 20
IBM DB2 21
Microsoft SQL Server 24
Oracle 24
Sybase 25
general installation 18, 19
patches 18
reporting 27
web services 27
product support 3
R
related documents 10
reporting prerequisites 27
Requester Console, upgrade 47
requirements, hardware
AR System 29
mid tier 30
minimum 29
reviewing the compatibility matrix 30
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
W
web service option, AR System 27
web services prerequisites 27
Windows
installing
Assignment Engine on 39
help on 62
SRM on 49
log file location 86
T
technical support 3
time zone, changing 70
troubleshooting, using log files to 87
U
UNIX
installing
AR System Assignment Engine on 40
help on 64
non-root users and 45
SRM on 51
log file location 86
User Preference records, creating 73
users, non-root, installing as 45
Index
91
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
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Installation Guide
Prototype License
(c) 2005-2007 Sam Stephenson
Prototype is freely distributable under the terms of an MIT-style license. For details, see the Prototype web site:
http://prototype.conio.net/
Permission is hereby granted, free of charge, to any person obtaining a copy of this software and associated documentation files
(the "Software"), to deal in the Software without restriction, including without limitation the rights to use, copy, modify, merge,
publish, distribute, sublicense, and/or sell copies of the Software, and to permit persons to whom the Software is furnished to do
so, subject to the following conditions:
The above copyright notice and this permission notice shall be included in all copies or substantial portions of the Software.
THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT
NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND
NONINFRINGEMENT. IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM,
DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM,
OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE.
ANTLR License
Copyright (c) 2005, Terence Parr. All rights reserved.
Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following
conditions are met:
Redistributions of source code must retain the above copyright notice, this list of conditions and the following disclaimer.
Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer in
the documentation and/or other materials provided with the distribution.
Neither the name of the author nor the names of its contributors may be used to endorse or promote products derived from this
software without specific prior written permission.
THIS SOFTWARE IS PROVIDED BY THE COPYRIGHT HOLDERS AND CONTRIBUTORS "AS IS" AND ANY EXPRESS OR
IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND
FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE COPYRIGHT OWNER OR
CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL
DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE,
DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY,
WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY
WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.
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