You are on page 1of 96

BMC Service Request Management 2.2.

00

Installation Guide

June 2008

www.bmc.com

Contacting BMC Software


You can access the BMC Software website at http://www.bmc.com. From this website, you can obtain information
about the company, its products, corporate offices, special events, and career opportunities.

United States and Canada


Address

BMC SOFTWARE INC


2101 CITYWEST BLVD
HOUSTON TX 77042-2827
USA

Telephone

713 918 8800 or


800 841 2031

Fax

(01) 713 918 8000

Fax

713 918 8000

Outside United States and Canada


Telephone

(01) 713 918 8800

If you have comments or suggestions about this documentation, contact Information Design and Development by email at
doc_feedback@bmc.com.

Copyright 2006-2008 BMC Software, Inc.


BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent
and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and
logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the
property of their respective owners.
DB2 Universal Database and IBM are registered trademarks of International Business Machines Corporation in the United States, other
countries, or both.
Linux is the registered trademark of Linus Torvalds.
UNIX is the registered trademark of The Open Group in the US and other countries.
Oracle is a registered trademark of Oracle Corporation.
J2SE, Java, JRE, Sun, and Sun Microsystems are trademarks or registered trademarks of Sun Microsystems, Inc., in the U.S. and other
countries.
BMC Software considers information included in this documentation to be proprietary and confidential. Your use of this information is
subject to the terms and conditions of the applicable End User License Agreement for the product and the proprietary and restricted
rights notices included in this documentation.

Restricted rights legend


U.S. Government Restricted Rights to Computer Software. UNPUBLISHED -- RIGHTS RESERVED UNDER THE COPYRIGHT LAWS OF
THE UNITED STATES. Use, duplication, or disclosure of any data and computer software by the U.S. Government is subject to
restrictions, as applicable, set forth in FAR Section 52.227-14, DFARS 252.227-7013, DFARS 252.227-7014, DFARS 252.227-7015, and
DFARS 252.227-7025, as amended from time to time. Contractor/Manufacturer is BMC Software, Inc., 2101 CityWest Blvd., Houston, TX
77042-2827, USA. Any contract notices should be sent to this address.

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.

Support website
You can obtain technical support from BMC Software 24 hours a day, 7 days a week at
http://www.bmc.com/support_home. From this website, you can:

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.

Support by telephone or email


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:

E-mail customer_support@bmc.com. (In the Subject line, enter SupID:<yourSupportContractID>,


such as SupID:12345.)

In the United States and Canada, call 800 537 1813. Outside the United States and Canada, contact your local support
center for assistance.

Submit a new issue at http://www.bmc.com/support_home.

Contents
Preface

Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
New icon . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
SRM application overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
BMC Service Request Management documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Related documentation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Chapter 1

Planning the installation

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

Making an AR System backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .


Activating application licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Obtaining license keys for AR System 7.0.01 applications . . . . . . . . . . . . . . . . . . .
Adding application licenses to AR System 7.0.01. . . . . . . . . . . . . . . . . . . . . . . . . . .
Obtaining license keys for AR System 7.1.00 applications . . . . . . . . . . . . . . . . . . .
Adding application licenses to AR System 7.1.00. . . . . . . . . . . . . . . . . . . . . . . . . . .
Configuring the AR System server for the installation . . . . . . . . . . . . . . . . . . . . . . . . .
Running the Environment Checker utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Contents

32
32
32
34
34
34
34
36

Installing prerequisite applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38


Installing Approval Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Installing Assignment Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Installing Assignment EngineWindows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Installing Assignment EngineUNIX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Chapter 3

Installing SRM

43

Preparing to install the SRM application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44


Checking patch levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Installing as non-root. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
CAI and FND plug-ins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Installing SRM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Requester Console upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Overwrite install option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Installing SRMWindows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Installing SRMUNIX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Installing SRM integrations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Configuring remote integrations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Copying the CAI plug-in to the remote servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Configuring the integration on the SRM system . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Configuring the integration on the remote IT Service Management system . . . . 60
Exporting forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Adding the View Service Requests link . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Synchronizing people data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Installing help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Installing helpWindows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Installing helpUNIX. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Downloading and installing SRM patches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Performing post-installation activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Configuring the AR System server for standard operation. . . . . . . . . . . . . . . . . . . 66
Configuring SRM application settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Configuring AR System Server for CAI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Changing the time zone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Installing Adobe Flash Player 9 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Upgrading Data Visualization modules (upgrades only) . . . . . . . . . . . . . . . . . . . . 71
Installing SRM to a server group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Creating Windows shortcuts to SRM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Creating AR System User Preference records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Chapter 4

Integrating SRM 2.2.00 with Help Desk 6.0 and Change Management 6.0 75

Installing the integration on the SRM system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76


Installing the integration on the remote IT Service Management system . . . . . . . . . . 78
Configuring the integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Features status synchronization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Change Management 6.0 status transitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Help Desk 6.0 status transitions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Link to service requests from remote IT Service Management server . . . . . . . . . . 81

Installation Guide

Appendix A

Installation logging

85

SRM log files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .


Installation log files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Summary log file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Detailed log file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Application log file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Error log file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using log files to troubleshoot an installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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.

SRM application overview


BMC Service Request Management (SRM) enables the IT department 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 professionals 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 User's Guide.

Preface

BMC Service Request Management 2.2.00

BMC Service Request Management


documentation
The following table lists the documentation available for SRM.
Unless otherwise noted, online documentation in Adobe Acrobat (PDF) format is
available on product installation CDs or DVDs, on the BMC Customer Support
website (http://www.bmc.com/support_home), or both.

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

BMC Service Request


Management 2.2.00 Users
Guide

Procedures for using the BMC Service


Request Management application.

Users

Print and PDF

BMC Service Request


Management 2.2.00 Help for
Users Guide

Help for administering and using the


BMC Service Request Management
application.

Users

HTML

BMC Service Request


Management 2.2.00
Configuration Guide

Procedures for configuring the BMC


Service Request Management
application.

Administrators

Print and PDF

BMC Service Request


Management 2.2.00 Release
Notes

Information about new features and


known issues.

Everyone

Print and PDF

BMC Service Request


Management 2.2.00
Configuration Help

Help for configuring the BMC Service


Request Management application.

Administrators

HTML

Administrators

Print and PDF

Procedures for installing the BMC


BMC Service Request
Management 2.2.00 Installation Service Request Management
Guide
application.

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

BMC Atrium CMDB 2.x


Release Notes

Information about new features, open issues, and resolved


issues.

Everyone

BMC Atrium CMDB 2.x


Information about installing and configuring BMC Atrium
Installation and Configuration CMDB, including permissions, class definitions,
Guide
reconciliation, and federation.

10

Installation Guide

Administrators

BMC Service Request Management documentation

Title

Document provides

Audience

BMC Atrium CMDB 2.x


Users Guide

Information about using BMC Atrium CMDB, including


searching for and comparing CIs and relationships, relating
CIs, viewing history, and launching federated data.

Users

BMC Atrium CMDB 2.x


Troubleshooting Guide

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

ITSM Configuration Quick


Start

A reference to quickly install and configure applications in the Administrators


ITSM suite.

BMC Remedy IT Service


Information about known issues in each release of BMC
Management 7.x Release Notes Remedy IT Service Management. Also provides a list of new
features included with the applications.

Everyone

BMC Remedy IT Service


Procedures for configuring the BMC Remedy IT Service
Management 7.x Configuration Management applications.
Guide

Administrators

BMC Remedy IT Service


Management 7.x Installation
Guide

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.

BMC Remedy Asset


Procedures for using the BMC Remedy Asset Management
Management 7.x Users Guide application; includes new features and overview.

Everyone

BMC Remedy Change


Procedures for using the BMC Remedy Change Management Everyone
Management 7.x Users Guide application; includes new features and overview.
BMC Remedy Service Desk:
Incident Management 7.x
Users Guide

Procedures for using the BMC Remedy Service Desk: Incident Everyone
Management application; includes new features and
overview.

BMC Remedy Service Desk:


Problem Management 7.x
Users Guide

Procedures for using the BMC Remedy Service Desk: Problem Everyone
Management application; includes new features and
overview.

BMC Remedy 7.x Task


Management Administrators
Guide

Procedures for configuring Task Management.

BMC Remedy Action Request


System 7.x Concepts

Concepts for using the Action Request System.

Administrators

BMC Remedy Action Request


System 7.x Installing

Procedures for installing the AR System.

Administrators

BMC Remedy Action Request


System 7.x Configuring

Information about configuring AR System servers and clients, Administrators


localizing, importing and exporting data, and archiving data.

BMC Remedy Action Request


System 7.x Installing and
Configuring BMC Remedy
Mid Tier

Information about the mid tier, including mid tier installation Administrators
and configuration, and web server configuration.

Administrators

This guide also includes steps to configure seamless


authentication between BMC Change Management and the
other components of BMC Change and Configuration
Management (CCM).

Preface

11

BMC Service Request Management 2.2.00

Title

Document provides

Audience

BMC Remedy 7.x Approval


Server Guide for Users and
Administrators

Information about installing and configuring the Approval


Server, how to use the Approval Server, and understanding
the approval workflow.

Everyone

BMC Service Level


Procedures for configuring the BMC Service Level
Management 7.x Configuration Management application.
Guide
BMC Service Level
Management 7.x Installation
Guide

Administrators

Procedures for installing the BMC Service Level Management Administrators


application.

BMC Service Level


Information about known issues in each release of BMC
Management 7.x Release Notes Service Level Management. Also provides a list of new
features included with the application.

Everyone

BMC Service Level


Management 7.x User Help

Everyone

Help for using the BMC Service Level Management


application.

BMC Service Level


Procedures for using the BMC Service Level Management
Management 7.x Users Guide application; includes new features and overview.

12

Installation Guide

Everyone

Chapter

Planning the installation

This section contains important information for planning your installation of the
BMC Service Request Management (SRM) application.
The following topics are provided:










Installation order (page 14)


General prerequisites (page 18)
AR System-related prerequisites (page 19)
Database-related prerequisites (page 20)
Reports-related prerequisites (page 27)
Web services-related prerequisites (page 27)
Minimum hardware requirements (page 29)
Reviewing the compatibility matrix (page 30)

Chapter 1 Planning the installation

13

BMC Service Request Management 2.2.00

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

Review the compatibility


matrix.

SRM must be compatible with Yes


your system.

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

See page 30 See page 30


N/A

N/A

N/A

N/A

http://www.bmc.com/
support_home
3

14

Review AR System, BMC


Atrium CMDB, and any
supporting ITSM application
requirements.

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

Install the AR System server.

This is an installation
prerequisite.

Yes

See page 19 See page 19

See the BMC Remedy Action


Request System Installing guide.
Note: The 7.1.x AR System

Server should already be


licensed. For more
information, see the BMC
Remedy Action Request
System 7.1.00 Configuring
guide.

Note: BMC

suggests a
separate
server for
midtier.

Activate the application


licenses.

License the application before Yes


you install it.

See page 32 See page 32

Configure AR System for the


SRM installation.

Set configuration options for


AR System Server.

Yes

See page 34 See page 34

Run the Environment


Checker utility.

Make sure your system meets Yes


the environmental
requirements.

See page 30 See page 30

Install Approval Server.

Yes
This is an installation
prerequisite. If you are
installing multiple AR System
applications, install the
Approval Server only once.

See page 38 See page 38

Install Assignment Engine.

Yes
This is an installation
prerequisite. If you are
installing multiple AR System
applications, install the
Assignment Engine only once.

See page 39 See page 40

10

Install Email Engine.

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

Install BMC Atrium CMDB.

This is an installation
prerequisite. See the BMC
Atrium CMDB 2.x Installation
and Configuration Guide.

Yes

N/A

N/A

12

Back up the AR System


database.

This allows you to restore


AR System to its
preinstallation state if you
encounter problems.

Yes

N/A

N/A

Chapter 1 Planning the installation

15

BMC Service Request Management 2.2.00

13

UNIX
procedure
location

N/A

N/A

If you are upgrading or


installing BMC Service Level
Management, make sure you
install version 7.0.03 or later.
You are not required to install
the SLM Collector.

Yes; install
N/A
SLM after you
install SRM,
but before the
SRM
integrations.

N/A

See the BMC Service Level


Management 7.x Installation
Guide.

Note: Do not

Comments

Install the following optional


ITSM applications:

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

Install BMC Service Level


Management (optional).

Standalone
install

install SLM
integrations.

15

Install SRM.

Install the SRM application.

Yes

See page 49 See page 51

16

Install SRM integrations.

Install integrations to the


following BMC applications:

Yes; SLM
only.

See page 54 See page 54

 BMC Remedy Change


Management
 BMC Remedy Incident
Management
 BMC Service Level
Management
17

16

Install help.

Installation Guide

Note: Do not

install
Incident or
Change
integrations.

Install help after installing the Yes


application.

See page 62 See page 64

Installation order

UNIX
procedure
location

Operation

Comments

Standalone
install

Windows
procedure
location

18

Install SRM patches.

Download and install the


latest SRM patches from the
BMC Customer Support
website at http://
www.bmc.com/
support_home.

Yes

See page 66 See page 66

19

Perform the following


optional
post- installation activities:

You must perform various


post installation activities to
complete your
implementation of SRM.

Yes

See page 66 See page 66

 Configure AR System for


standard operation.
 Configure SRM application
settings.
 Configure AR System
Server for CAI.
 Change the time zone.
 Install Adobe Flash Player
version 9 on every client
system that uses a browser
or BMC Remedy User to
access SRM.
 Upgrade Data Visualization
modules.
 Install SRM to a server
group.
 Create Windows shortcuts
to SRM.
 Create AR System User
Preference records.

Chapter 1 Planning the installation

17

BMC Service Request Management 2.2.00

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:

 BMC AR System Server 7.0.01, patch 004 or later


 BMC Approval Server 7.0.01, patch 007 or BMC Approval Server 7.1.00, patch
002

 BMC Assignment Engine 7.0.01 or later


 BMC CMDB 2.0.01 or later
 BMC IT Service Management 7.0.03, patch 006 or later
 BMC Mid Tier 7.1, patch 002 or later
 BMC Service Level Management 7.0.03 or later
 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 the AR System server meets the requirements described in


Minimum hardware requirements on page 29. Installing applications onto an
underpowered server can result in unexpected system behavior, which can
include installation errors, slow response time, and sudden application
stoppages.

 Make sure you install all supporting applications in the correct order. For more
information, see Installation order on page 14.

 Make sure the application users have the following permissions:


 Change Management: Administrator, Change Master, Command Event
Master

 Incident Management: Administrator, Incident Master, Incident User,


Command Event Master

 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.

 To access the application using a browser or to use BMC Remedy Flashboards


with the application, install a supported web server and BMC Remedy Mid Tier.
For a list of supported web servers, see product compatibility information on the
BMC Customer Support website. For more information, see Reviewing the
compatibility matrix on page 30.

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.

Chapter 1 Planning the installation

19

BMC Service Request Management 2.2.00

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

 AR System data file size = 2000 MB


 AR System log file size = 2000 MB

Microsoft SQL Server

 AR System data file size = 2000 MB


 AR System log file size = 2000 MB

Oracle

 AR System data file size = 2048 MB (at least)


 AR System log file size = 1000 MB

Sybase

 AR System data file size = 3000 MB


 AR System log file size = 2048 MB

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

 To configure the IBM DB2 environment


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

<databasename>
<databasename>
<databasename>
<databasename>

using
using
using
using

APP_CTL_HEAP_SZ 40480
UTIL_HEAP_SZ 95000
STMTHEAP 10240
LOGFILSIZ 2000

where <databasename> is the name of the AR System database. By default, the


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

where <databasename> is the name of the AR System database and


<bufferpoolname> is the name of the new buffer pool.
4 Create a 32 KB table space, using a command similar to the following example.
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]

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.

Chapter 1 Planning the installation

21

BMC Service Request Management 2.2.00

Optional parameters are enclosed in square brackets, as in the following example:


[dropped table recovery off]

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

ARAdmin user by running the following command:


DB2=> grant use of tablespace <tablespacename> to user <aradmin
user> with grant option;

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 /<dir>/<dir>/<container name> with the complete path to the location


where the container will be stored. The container name can be an absolute or
relative directory name.

 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

Management, Incident Management, Change Management, or Problem


Management:
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 the following lines to the database configuration file if you are installing

Incident Management, Change Management, or Problem Management.


Form: TMS:Task
Clause: IN <tablespacename>
Form: TMS:TaskGroup
Clause: IN <tablespacename>

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

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>

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


10 Add the following lines to the database configuration file if you are installing

Change Management.
Form: CHG:Infrastructure Change
Clause: IN <tablespacename>

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


11 Add the following lines to the database configuration file 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>

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


12 Add the following lines to the database configuration file if you are installing the

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 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.
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.

Chapter 1 Planning the installation

23

BMC Service Request Management 2.2.00

14 Add the following lines to the database configuration file because the specified

forms do not fit in the 16k pagesize.


Form: SRM:Request
Clause: IN ARDBUSERSPACE
Form: WOI:WorkOrder
Clause: IN ARDBUSERSPACE
Form: WOI:WorkOrderInterface
Clause: IN ARDBUSERSPACE

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 the
section All databases on page 20. Also, purge the transaction log frequently to
prevent it from filling up during installation.

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.

 Set the table space parameter to 2000 MB (set arsys = 2000).


 Set the temporary table space parameter to 150 MB (set 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 BMC Customer Support website.

24

Installation Guide

Database-related prerequisites

 For a Unicode Oracle installation, change the NLS_LANG setting in the


registry to the correct value. This value must have the code-set changed to
AL32UTF8, as in the following example:
RUSSIAN_CIS.CL8MSWIN1251

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.

 Change the Sybase configuration file to the following recommended minimal


values, and then restart the Sybase server.
[Meta-Data Caches]
number of open objects = 30000
number of open indexes = 15000
number of open partitions = 6000
[Physical Memory]
max memory = 128000 KB
[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.

Chapter 1 Planning the installation

25

BMC Service Request Management 2.2.00

Forms with more than 254 fields


By default, Sybase does not work with forms that have more than 254 fields.
Because some SRM 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 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.

Web services-related prerequisites


To use web services for integrations between the SRM 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 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.

For AR System 7.1.00:


ARF-Java-Class-Path: C:\Program
Files\AR System\ITSM\arapi71.jar;
ARF-Java-Class-Path: C:\Program Files\AR System\ITSM\axis.jar;
ARF-Java-Class-Path: C:\Program Files\AR System\ITSM
\log4j-1.2.8.jar;
ARF-Java-Class-Path: C:\Program
Files\AR System\ITSM\websvc71.jar;
ARF-Java-Class-Path: C:\Program Files\AR System\ITSM
\wsdl4j-1.5.1.jar;
ARF-Java-Class-Path: C:\Program
Files\AR System\ITSM\xercesImpl.jar;

Chapter 1 Planning the installation

27

BMC Service Request Management 2.2.00

ARF-Java-Class-Path: C:\Program Files\AR


xmlParserAPIs.jar;
ARF-Java-Class-Path: C:\Program Files\AR
\commons-logging-1.0.4.jar;
ARF-Java-Class-Path: C:\Program Files\AR
\commons-discovery-0.2.jar;
ARF-Java-Class-Path: C:\Program
Files\AR System\ITSM\jaxrpc.jar;
ARF-Java-Class-Path: C:\Program Files\AR
Plugin: WebService.dll

System\ITSM\
System\ITSM
System\ITSM

System\ITSM\saaj.jar;

For AR System 7.0.01:


ARF-Java-Class-Path: C:\Program
Files\ITSM\AR System\arapi70.jar;
ARF-Java-Class-Path: C:\Program Files\AR
ARF-Java-Class-Path: C:\Program Files\AR
\log4j-1.2.8.jar;
ARF-Java-Class-Path: C:\Program
Files\AR System\ITSM\websvc70.jar;
ARF-Java-Class-Path: C:\Program Files\AR
\wsdl4j-1.5.1.jar;
ARF-Java-Class-Path: C:\Program
Files\AR System\ITSM\xercesImpl.jar;
ARF-Java-Class-Path: C:\Program Files\AR
\xmlParserAPIs.jar;
ARF-Java-Class-Path: C:\Program Files\AR
\commons-logging-1.0.4.jar;
ARF-Java-Class-Path: C:\Program Files\AR
\commons-discovery-0.2.jar;
ARF-Java-Class-Path: C:\Program
Files\AR System\ITSM\jaxrpc.jar;
ARF-Java-Class-Path: C:\Program Files\AR
Plugin: WebService.dll

System\ITSM\axis.jar;
System\ITSM

System\ITSM

System\ITSM
System\ITSM
System\ITSM\

System\ITSM\saaj.jar;

 Add the Java directory to your PATH, for example:


C:\Program Files\Java\jre1.50_01\bin\client

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

Minimum hardware requirements

Minimum hardware requirements


The hardware requirements for any given environment depend on the size and
amount of activity you expect. 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 Windows-based server.
BMC recommends that you perform an analysis of your organizations needs to
determine the hardware requirements for your installation.

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 SRM application), in a production environment, on a Windows
server.

 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.

Chapter 1 Planning the installation

29

BMC Service Request Management 2.2.00

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.
Table 1-3: Hardware requirements for a server running mid tier
Minimum

Recommended

512 MB of available RAM

1 GB of available RAM

800 MB of available hard disk space

2 GB of available hard disk space

2.8 GHz processor

2.8 GHz processor

Reviewing the compatibility matrix


Before installing the SRM application, review the compatibility matrix on the BMC
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 BMC Customer Support website at the following URL:
http://www.bmc.com/support_home.
2 Click the Support Login link, and then log in.
3 Click the Product Availability and Compatibility link.
4 On the Product Availability and Compatibility page, click the BMC Remedy

Product Compatibility link.


5 Review the Remedy IT Service Management, BMC Atrium CMDB, and AR System

product compatibility matrixes.

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:







Making an AR System backup (page 32)


Activating application licenses (page 32)
Configuring the AR System server for the installation (page 34)
Running the Environment Checker utility (page 36)
Installing prerequisite applications (page 38)

Chapter 2

Pre-installation tasks

31

BMC Service Request Management 2.2.00

Making an AR System backup


Make sure you create a backup of the AR System database before you proceed with
the SRM installation. You will need this backup to restore AR System if you
experience a problem with the installation.

Activating application licenses


A license key is a value that enables you to activate a license. Licensing requirements
vary, depending on which version of AR System you use.

 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)

Obtaining license keys for AR System 7.0.01 applications


You can obtain license keys for applications that you are installing on AR System
7.0.01 from the BMC Customer Support site at http://www.bmc.com/
support_home. You must know the host ID of the system running the applications
when you request a license key.

 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 to install the

applications.

32

Installation Guide

Activating application licenses

3 Choose File > Licenses > Add/Remove Licenses.


4 In the Add/Remove Licenses box, select the row that includes AR Server in the

Feature column.
Figure 2-1: Add/Remove Licenses dialog box

Product Feature list

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.

 To obtain license keys for AR System 7.0.01 applications


1 Log in to the Customer Support website at http://www.bmc.com/support_home.
2 Click Licensing and Passwords.
3 At the Licensing and Passwords page, click Request a New License.
4 At the New License Agreement page, click I agree to accept the license terms.
5 Enter the following information:

 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

BMC Service Request Management 2.2.00

Adding application licenses to AR System 7.0.01


To add licenses to an AR System 7.0.01 server, you can manually apply the license
keys or import the license key information. Licenses are active as soon as they are
added to the server. You add or import license keys from the server window in
BMC Remedy Administrator.
For more information about adding licenses to AR System 7.0.01, see the BMC
Remedy Action Request System 7.0 Configuring guide.

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.

Obtaining license keys for AR System 7.1.00 applications


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.

Adding application licenses to AR System 7.1.00


To add licenses to an AR System 7.1.00 server, you can enter them into a form or
import them from a file. Licenses are active as soon as they are added to the server.
You can add or import licenses from the AR System Administration Console in
BMC Remedy User.
For more information about adding licenses to AR System 7.1.00, see the BMC
Remedy Action Request System 7.1.00 Configuring guide.

Configuring the AR System server for the


installation
The following configuration options can affect the performance of the installation
program:

 Development Cache mode


 Disable Escalations
The SRM 2.2 installer checks to make sure that you have enabled the Development
Cache mode option for AR System server. The installer enables this option if it is
not already set. Manually clear this box after the installation completes.

34

Installation Guide

Configuring the AR System server for the installation

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.

 AR System 7.0.x: select the Disable Escalations option


 AR System 7.1: deselect the Disable Escalations option

IMPORTANT
If the Disable Escalations option is selected for AR System server 7.1 systems,
ARERR8745 errors appear in the installation log.

 To configure the AR System server for the installation


1 Open BMC Remedy User version 7.1.00.
2 From the IT Home page, choose AR System Administration Console.
3 Choose System > General > Server Information.

The Server Information window appears.


4 Click the Configuration tab.
Figure 2-2: Server InformationConfiguration tab

Disable
Escalations

Development
Cache Mode

5 Set the Disable Escalations option according to your AR System server version.

 AR System Server 7.0.x: select the Disable Escalations check box.


 AR System Server 7.1: deselect the Disable Escalations check box.
6 Optionally, enable the Development Cache Mode check box.
7 Click OK.
8 Restart AR System server.

Chapter 2

Pre-installation tasks

35

BMC Service Request Management 2.2.00

Running the Environment Checker utility


BMC Software recommends that you run the Environment Checker utility before
installing SRM to make sure your system meets the environmental requirements.
The Environment Checker utility is included on the SRM product installation DVD
and the downloaded product files. Before running the Environment Checker
utility, make sure you have the latest version available. Updates to the
Environment Checker utility are provided in the Patch Downloads for BMC
Remedy Products on the BMC Customer Support website. For information about
downloading patches, see Configuring SRM application settings on page 66.

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.

 The database environment variables have been set correctly.

 To run the Environment Checker utility

1 Copy the envUtil.tar or envUtil.zip file from the /srms/utilities/


EnvChecker/ directory on the product DVD or the downloaded product files to a

directory on your system.


2 Extract the files using either of the following methods:

 UNIX: Type the following command:


shell> tar -xvf envUtil.tar

 Windows: Double-click the envUtil.zip file to extract the files.


3 If you are on a UNIX system, perform the following tasks.
a Change to the directory that contains the Perl executable.
b Type the following command using your database type:
shell> perl <path to Environment Checker utility>/envUtil.pl db_type <DB2 | MSSQL | Oracle | Sybase>

36

Installation Guide

Running the Environment Checker utility

4 If you are on a Windows system, perform the following tasks.


a Open a command prompt.

 For DB2 systems, select Start > Run > db2cmd


 For all other systems, select Start > Run > cmd
b Change to the folder that contains the Environment Checker utility.
c Type the following command using your database type:
envUtil.exe -db_type <DB2 | MSSQL | Oracle | Sybase>
5 Respond to the prompts according to your database type.
Table 2-1: Database prompts
Database system

Prompts

IBM DB2

 DB2 Instance: the name of the database instance.


 Database for (instancename): the database for the
instance.

Microsoft SQL Server

 SQL Server version: the version of SQL Server, either 2000


or 2005.
 SA username: the system administrator user name.
 SA Password: the system administrator password.
 SQLSERVER name: the name of the computer where
MS-SQL Server is running (or localhost).
 Database name: the name of the AR System database (by
default ARSystem).

Oracle

 Oracle SID: the Oracle SID where the AR System database


is running.
 Oracle database system username: the Oracle system user
name.
 Password: the Oracle system user password.

Sybase

 Sybase (SA) user name: the system administrator (SA)


user name.
 Password for user (SA): the system administrator
password.
 Sybase dataserver: the name of the data server.
 Sybase database name: the name of the AR System
database (by default ARSystem).

A list of the test results appears.


6 Fix any listed incompatibilities before installing the applications.

For more information, review the Report_<database>.log file.

Chapter 2

Pre-installation tasks

37

BMC Service Request Management 2.2.00

Installing prerequisite applications


This section describes how to install the prerequisite applications. You must install
these applications before you install SRM.

Installing Approval Server


The SRM installation program checks to make sure either of the following versions
of Approval Server are installed:

 Approval Server 7.0.01, patch 7


 Approval Server 7.1.00, patch 2
The SRM installation program stops if it does not find the appropriate version of
Approval Server on the system.
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 Assignment Engine


The SRM installation program checks to make sure Assignment Engine 7.0.01 or
later is installed. The SRM installation program stops if it does not find
Assignment Engine 7.0.01 or later installed on the system.
This section describes how to install Assignment Engine. If you are installing
multiple AR System applications, install the Assignment Engine only once. If
AR System 7.x Assignment Engine is already installed, do not install it again.
See the installation instructions that are appropriate for your environment.

 WindowsSee Installing Assignment EngineWindows page 39.


 UNIXSee Installing Assignment EngineUNIX on page 40.

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

Installing prerequisite applications

Installing Assignment EngineWindows


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

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.

 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.
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,

enter the following information and click Next.

 Select the AR System server to use.


 Specify the administrator user name and password for the installation server.
5 At the Choose Destination Location panel, 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, 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

BMC Service Request Management 2.2.00

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

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 Navigate to the installation program directory.
a If you are installing from the DVD, mount the DVD and navigate to the DVDs

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

directory that contains the Assignment Engine files.


2 Launch the installation program from the location in step 1. Type the following

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

port number for the AR System server.

40

Installation Guide

Installing prerequisite applications

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

that you provided in step 10.


13 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.


14 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.
15 After the installer has copied the files and loaded the workflow, an installation

completed message appears.


16 Review the assignEngine_inst.log file for any error or warning messages.

Chapter 2

Pre-installation tasks

41

BMC Service Request Management 2.2.00

42

Installation Guide

Chapter

Installing SRM

This section contains instructions for installing SRM and supporting applications.
The following topics are provided:









Preparing to install the SRM application (page 44)


Installing SRM (page 47)
Installing SRM integrations (page 54)
Configuring remote integrations (page 57)
Installing help (page 62)
Downloading and installing SRM patches (page 65)
Performing post-installation activities (page 66)

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.

Chapter 3 Installing SRM

43

BMC Service Request Management 2.2.00

Preparing to install the SRM application


This section contains instructions for installing SRM and its related applications on
both Windows and the UNIX operating system. For information about the order in
which to perform these installations, see Installation order on page 14.

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.

 If your application is on a DVDThe executable file is under the root directory.


 If you downloaded the applicationYou 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.

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.

44

Installation Guide

Preparing to install the SRM application

Checking patch levels


SRM 2.2.00 requires that supporting applications be at a minimum patch level. You
can check the patch level of your applications in BMC Remedy User.

 To determine application patch levels


1 Log in to BMC Remedy User.
2 Open the SHARE:Application_Properties form in search mode.
3 In the Property Name field, type Patch.
4 Click Search.

A list of installed applications and the patch level appears.


5 Review each application and make sure you are at the minimum patch level

required for that product.


For more information about required patch levels, see Reviewing the
compatibility matrix on page 30.

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.

Chapter 3 Installing SRM

45

BMC Service Request Management 2.2.00

CAI and FND plug-ins


SRM uses Command Automation Interface (CAI) to integrate with backend
applications, such as BMC Remedy Incident Management and BMC Configuration
Management.
The SRM installer registers the following plug-ins in the ar.cfg file (Windows) or
the ar.conf file (UNIX):
Table 3-1: Plug-ins
Plug-in name

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

46

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.

 WindowsSee Installing SRMWindows on page 49.


 UNIXSee Installing SRMUNIX on page 51.

Requester Console upgrade


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.
During the Requester Console upgrade, the installer performs the following tasks:
Step 1 Creates a sample Process Definition Template (PDT) for Change Management and

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

on the Summary Definition record.


Step 4 Migrates the Summary Definition records to Service Request Definition (SRD) and

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.

Chapter 3 Installing SRM

47

BMC Service Request Management 2.2.00

Overwrite install option


You can install SRM 2.2.00 over an existing SRM 2.1.00 or 2.0.00 version to upgrade
from the earlier version to the new version. This installation overwrites the older
versions of forms, workflow, and binaries, but any custom data remains intact.
Consider the following points to understand how the overwrite option may affect
your system:

 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).

 All customized out-of-the-box workflow is overwritten. However, all new


workflow created by you is unaffected by the overwrite installation.

 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

Upgrading from SRM version 2.0.00


If you are upgrading to SRM version 2.2.00 from version 2.0.00, the following tasks
are performed:

 The Process Definition Template (PDT) display properties are created.


 The Application Object Template (AOT) display properties are created.
 The Service Request Definition (SRD) display properties are created.
 The Survey display properties are created.
 The End User Displayed Name on the PDT is set.
 The Navigational Categories category strings are set.

48

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.

 To install SRM 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, 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

exit the installation.


After a brief initialization, the welcome panel appears, listing the installation
prerequisites.
3 Verify the required prerequisites are installed and click Next.

The License Agreement panel appears.


4 Review the agreement, and then click I Agree.

The AR System Server Information panel appears.


5 Specify the following parameters.

 AR System Server: select the AR System server to use with SRM.


 AR Administrator: type the name of the AR System Administrator. The default
Administrator user name is Demo.

 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.

Chapter 3 Installing SRM

49

BMC Service Request Management 2.2.00

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

AR System file sizes. Otherwise, click No to cancel the installation.


The Select Language Packs panel appears.
9 Select the language packs to install and click Next. By default, English is installed.

The Choose Destination Location panel appears.

50

Installation Guide

Installing SRM

10 Accept the default destination folder or click Browse to select a different

destination folder. Then, click Next.


The Sample Data Import Option panel appears.
11 If you do not want to install the sample data clear the Do you want to install sample

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.

The Start Copying Files panel appears.


13 Review the information in the Current Settings area. If the information is correct,

click Install to continue.

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

information, see Installation log files on page 86.

Installing SRMUNIX
Use this procedure to install SRM on UNIX.

 To install SRM on UNIX


1 Navigate to the installation program directory.
a If you are installing from the DVD, mount the DVD and navigate to the DVDs

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

directory that contains the SRM product files.


2 Launch the installation program from the location in step 1. Type the following

command and press Enter:


./appinstall

Chapter 3 Installing SRM

51

BMC Service Request Management 2.2.00

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,

or type the name of the AR System server to use with SRM.


7 At the confirmation prompt, press Enter.
8 At the AR System installation directory prompt, press Enter to accept the default

directory, or type the path to the AR System installation directory.


9 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.
10 At the TCP/IP port prompt, press Enter to accept the default value, or type another

port number for the AR System server.


11 At the confirmation prompt, press Enter.

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

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.
13 At the AR System Administrator password prompt, type the AR System

administrator password and press Enter.

52

Installation Guide

Installing SRM

14 At the minimum AR System file sizes prompt, type y and press Enter if you have

the recommended minimum file sizes.


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 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

press Enter. If choosing multiple languages, separate the numbers by a comma.


17 At the installation directory prompt, press Enter to accept the default directory for

the application software, or type a directory and path.


The installer checks to make sure the specified partition contains sufficient free
disk space required to install the application.
18 At the confirmation prompt, press Enter.

Chapter 3 Installing SRM

53

BMC Service Request Management 2.2.00

19 At the load sample data prompt, press Enter to install sample data or type n to skip

installation of the sample data.

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

press Enter to start copying the files.


After the installer has copied the files a message that the installation program will
restart the AR System daemon appears.
21 Review the installation logs for any error or warning messages.

For more information, see SRM log files on page 86.

IMPORTANT
The RenameForm.drm driver script writes errors to the log file during the SRM
installation. These are benign errors and should be ignored.

Installing SRM integrations


If you want to integrate SRM with BMC Remedy Change Management 7.0, BMC
Remedy Incident Management 7.0, or BMC Service Level Management 7.x, you
must perform an SRM integration installation. If you are integrating with Change
Management or Incident Management, you can also choose to install the
integrations to a remote server.

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.

54

Installation Guide

Installing SRM integrations

 To install SRM integrations


1 Enable Development Cache Mode and restart AR Server. For more information

about enabling Development Cache Mode, see Configuring the AR System server
for the installation on page 34.
2 Run the SRM integration executable file:

 Windows: run setupwin32.exe.


 UNIX: run setup<OS>.bin, where <OS> is a mnemonic of the UNIX type. For
example, setupHP11x.bin, or setuplinux.bin.
After a brief initialization, the Welcome to the InstallShield Wizard panel appears.
3 Click Next.

The License Agreement panel appears.


4 Review the agreement, select the I accept the terms of the license agreement option,

and click Next.


A panel appears asking you where to install the integration files.
5 To accept the default location, click Next. Otherwise click Browse to select where

to install the integration files.


A panel appears asking for the AR System Server login information.
6 Type the required information into the fields.

 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.

 If Development Cache Mode is not enabled, the following warning appears:


Figure 3-1: Development Cache Mode warning

a Click OK to clear the message box.


b At the SRM Installation Integration panel, click Cancel to cancel the installation.

Chapter 3 Installing SRM

55

BMC Service Request Management 2.2.00

c Enable Development Cache Mode and restart AR Server. For more information

about enabling Development Cache Mode, see Configuring the AR System


server for the installation on page 34.

 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,

but, the applications you select must already be installed.

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.
56

Installation Guide

Configuring remote integrations

 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.

Configuring remote integrations


If you are integrating with Change Management or Incident Management, and
those applications are on a remote server, you must perform additional
configuration steps.

 Copy the CAI plug-in to the remote servers.


 Configure the integration on the SRM system.
 Configure the integration on the remote IT Service Management system.
 Export forms from the remote IT Service Management server to the SRM server.
 Add the View Service Requests link.
 Synchronize people data.
Use the following detailed instructions to perform these tasks.

Chapter 3 Installing SRM

57

BMC Service Request Management 2.2.00

Copying the CAI plug-in to the remote servers


The SRM installation program does not copy the required CAI plug-in file to the
remote servers. You must perform this task manually. For more information about
the CAI plug-in, see CAI and FND plug-ins on page 46.

 To copy the CAI plug-in


1 Copy the following file from the Remote_ITSM60_Patch.zip file to the \bin

folder of the appropriate application on the remote server:

caieventcmd.dll

(or the corresponding libcaieventcmd file for UNIX)

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.

58

Installation Guide

Configuring remote integrations

Configuring the integration on the SRM system


After you finish the installation, entries are created in the CAI:AppRegistry form.
You must update these entries to contain connection information to the remote
Change Management or Incident Management applications.

 To configure the integration on the SRM system


1 Using BMC Remedy User, log in as an SRM administrator and open the

Application Administration Console.


2 From the Application Administration Console, click the Custom Configuration

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,

login, password, and port number of the Change Management or Incident


Management server (as shown in Figure 3-3).
The user specified in the login and passwords fields must be an administrator on
the remote Change Management or Incident Management system, and must have
the necessary licenses for the application. For more information about user
permissions, see General prerequisites on page 18.
Figure 3-3: CAI Application Registry entry for ITSM Applications

For more information about configuring the Command Automation Interface and
creating users, see the BMC Remedy IT Service Management 7.0 Configuration Guide.

Chapter 3 Installing SRM

59

BMC Service Request Management 2.2.00

Configuring the integration on the remote IT Service Management


system
After you finish the installation, entries will be created in the CAI:AppRegistry
form. You must update these entries to contain connection information to the
remote SRM application.

 To configure the integration on the remote IT Service Management


application system

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

For additional information about configuring the Command Automation Interface


and creating users, see the BMC Remedy IT Service Management 7.0 Configuration
Guide.

60

Installation Guide

Configuring remote integrations

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.

 To export and import the form definitions


1 Log in to BMC Remedy Administrator on the remote IT Service Management

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.

Adding the View Service Requests link


The integration installer adds a link to the Administrator view of the CHG:Change
and HPD:HelpDesk forms. This link allows you to view the details (including
work info records) of the service request from the remote Change Management
and Help Desk applications.
Using BMC Remedy Administrator, you must add this link to your support and
management views (and translate the label for the link in localized views) if you
want to expose this link to your users.

Synchronizing people data


When configuring SRM to work with remote ITSM, you must synchronize the
People records between the two servers (the CTM:People form on both servers).
You must maintain the same Person ID on both servers. If the People records are
not correctly matched, wrong requester information could be set.
BMC Software recommends that you use DSO to perform this synchronization. For
more information about DSO, see the BMC Remedy Action Request System
Administering BMC Remedy DSO guide.

Chapter 3 Installing SRM

61

BMC Service Request Management 2.2.00

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.

 WindowsSee Installing helpWindows page 62.


 UNIXSee Installing helpUNIX on page 64.
Before you begin, make sure the following prerequisites are met:

 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.

 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 files, Help 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.
After a brief initialization, the welcome panel appears.
2 Click Next.
3 At the License Agreement panel, review the agreement and then click I Agree.

The Enter Required Information dialog box appears. In this dialog box, you
provide information about the AR System server to which SRM connects.

62

Installation Guide

Installing help

4 Provide the missing information, or make any necessary corrections to the

following fields:

 User Name: The AR System server administrators user name.


 Password: The password for the AR System server administrator user.
 Server: The name of the AR System server to which SRM connects.
 Port Number: The 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 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

Next. By default, English is installed.


8 At the Choose Destination Location panel, accept the default destination folder or

click Browse to select a different destination folder. Then, click Next.


9 At the Confirm Application Path panel, make sure that the application path

specified is correct and click Next.


10 At the Start Copying Files panel, review the information in the Current Settings

area and click Install.


11 At the InstallShield Wizard Complete panel, select the View Installation Log File

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.

Chapter 3 Installing SRM

63

BMC Service Request Management 2.2.00

Installing helpUNIX
Use this procedure to install help on UNIX.

 To install help on UNIX


1 Navigate to the installation program directory.
a If you are installing from the DVD, mount the DVD and navigate to Help

directory, which is located under the 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, navigate to the working

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

following command and press Enter:


./helpinstall
3 At the license agreement prompt, review the user license and maintenance

agreement.
4 When prompted to accept the Licensing and Maintenance agreement, press Enter.

In a typical installation, where SRM 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 SRM is installed.


6 At the TCP/IP port prompt, press Enter to use the portmapper, or type the port

number.
7 At the confirmation prompt, press Enter.
8 When prompted for the AR System administrator ID, press Enter to accept the

default value or, type another AR System Administrator ID.


9 When prompted for the AR System administrator password, type the AR System

administrator password corresponding to the ID you typed.


10 When prompted to select the language for help, type the number for the language.

If needed, separate the numbers for multiple languages with commas.


11 Choose one of these options for installing 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 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

servers configuration file.

64

Installation Guide

Downloading and installing SRM patches

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

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.
16 If you are installing help on a web server, a prompt appears asking for the help

URL.
17 When prompted to confirm the installation information, press Enter.

An installation complete message appears when the installation completes.

Downloading and installing SRM patches


After installing SRM, you must download and apply the latest SRM patch. To
download patches, you must have a valid support contract.

 To download the patches


1 Log in to the BMC Customer Support website at http://www.bmc.com/
support_home.
2 Click Downloads and Patches.
3 In the Product Patches section, click the Patch Download link for Remedy Heritage

Products.
The Patch Downloads for BMC Remedy Products page appears.
4 In the Product field, select Service Request Management.
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.

NOTE
To download patches for other BMC Remedy applications, select the appropriate
product name in step 4.

Chapter 3 Installing SRM

65

BMC Service Request Management 2.2.00

Performing post-installation activities


This section contains a series of procedures that you must complete after you
install SRM, but before you begin the configuration activities described in the BMC
Service Request Management 2.2.00 Guide for Administrators and Users.
Perform these activities to make sure the applications perform as expected.

Configuring the AR System server for standard operation


If you modified your AR System server using the steps in Configuring the
AR System server for the installation on page 34, perform the following steps to
configure your AR System server for standard operation:
1 Open BMC Remedy User.
2 From the IT Home page, choose AR System Administration Console.
3 Choose System > General > Server Information.

The Server Information window appears.


4 Click the Configuration tab.
5 Clear the Development Cache Mode option, and optionally clear the Disable

Escalations option.
6 Click OK.
7 Restart AR System server.

Configuring SRM application settings


After installing SRM, you must use the Application Settings form to configure the
mid tier for SRM.

 To configure the SRM application settings


1 Log in to BMC Remedy User.
2 From the Home Page, choose Application Administration Console.
3 Click Custom Configuration.
4 Expand the application settings to Service Request Management > Advanced >

Application Settings.
5 Click Open.

The SRM Application Settings form appears.

66

Installation Guide

Performing post-installation activities

Figure 3-5: SRM Application Settings form

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

information on the bottom of the form.


For more information, see the BMC Service Request Management Configuration Guide.

Chapter 3 Installing SRM

67

BMC Service Request Management 2.2.00

Configuring AR System Server for CAI


SRM 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 SRM. CAI then uses a predefined conduit (for example, a
web service, a command line, a URL, and so on) to execute the command.
By default, CAI uses the AR System servers fast and list server queues, which in
high-volume installations can have a detrimental effect on performance. To
improve performance, however, you can choose to create a private server queue
for CAI to use exclusively for its processing. This takes pressure off of the
AR System servers queues and improves performance.
This is a two-part process that uses BMC Remedy Administrator and
BMC Remedy User.

Creating a private server queue


In this procedure, you use BMC Remedy Administrator to create a private queue.
For more information about creating private server queues, see the BMC Remedy
Action Request System 7.1.00 Configuring guide.

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.

 To create a private server queue


1 Log in to BMC Remedy User.
2 From the Home page, choose AR System Administration Console.
3 Choose System > General > Server Information.

The Server Information window appears.


4 Click the Ports and Queues tab.
5 In the Server Queue box, click at the bottom of the Type column.
6 Click in the RPC Port Number column, and enter the appropriate number for the

queue you want to add. For a private server queue, enter a number within the
following ranges:

 390621-390634
 390636-390669
 390680-390694
68

Installation Guide

Performing post-installation activities

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.

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 Log in to BMC Remedy User.
2 From the File menu, choose Open > Object List.
3 In the Object List dialog box, click the Find tab.
4 In the Search What Keywords field, type CAI Plugin Registry, and then click

Search.
5 From the resulting list, select the CAI Plugin Registry entry, and then click New.

The CAI Plug-in Registry form appears.


Figure 3-6: CAI Plug-in Registry form

6 In the Private Queue # field, type the private queue number that you created in

Creating a private server queue on page 68.


Chapter 3 Installing SRM

69

BMC Service Request Management 2.2.00

7 In the Number of Threads field, type the maximum number of threads that you

specified in Creating a private server queue on page 68.


8 Click Save to save the entry.
9 Close the Plug-in Registry form.
10 Restart the AR System server so that CAI picks up the new private queue

information.

Changing the time zone


The default time zone in SRM 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


1 Log in to BMC Remedy User.
2 From the Home page, choose Application Administration Console.
3 Click the Custom Configuration tab.
4 From the Application Settings list, choose Foundation > Organizational Structures

> Time zone, and then click Open.


5 In the Time Zone form, 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.

Installing Adobe Flash Player 9


You must install Adobe System Flash Player version 9 or later on every client
system that uses a browser or BMC Remedy User to access SRM. Otherwise, errors
can occur when viewing some of the data visualization fields.
You can download Adobe Flash Player from the Adobe website.

70

Installation Guide

Performing post-installation activities

Upgrading Data Visualization modules (upgrades only)


If you are upgrading from SRM 2.1.00 to 2.2.00, you must also upgrade the Data
Visualization modules used in the Request Entry Console and Visual Process
views.

 To upgrade the Data Visualization modules


1 Stop the web server or servlet engine on the system in which the BMC Remedy

Mid Tier is running.


For example, if you installed the default servlet engine that is included with the
7.1.00 BMC Remedy Mid Tier, stop the Apache Tomcat servlet engine.
2 Delete the \SRMSServiceRequestBrowser folder 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>
\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.

Installing SRM 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 offline, 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. You must 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.

NOTE
Perform the following procedure only after you finish a standard installation, as
described in Installing SRM on page 47.

Chapter 3 Installing SRM

71

BMC Service Request Management 2.2.00

 To install SRM 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, 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:

 Windowsarmonitor.cfg and ar.cfg.


 UNIXarmonitor.conf and ar.conf.
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

 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

72

Installation Guide

Performing post-installation activities

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 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.

Creating Windows shortcuts to SRM


For users to open SRM through BMC Remedy User, they must perform several
manual procedures. To simplify this process, you can create a shortcut that takes
them directly to an SRM 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 when using SRM 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.

 To add a user preference record


1 From BMC Remedy User, choose File > Open > Object List.

The Object List appears.


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.

Chapter 3 Installing SRM

73

BMC Service Request Management 2.2.00

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

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 Netscape browser.


10 Click Save.

74

Installation Guide

Chapter

Integrating SRM 2.2.00 with


Help Desk 6.0 and Change
Management 6.0
This section contains instructions for integrating SRM 2.2.00 with Help Desk 6.0
and Change Management 6.0.
The following topics are provided:

 Installing the integration on the SRM system (page 76)


 Installing the integration on the remote IT Service Management system
(page 78)
 Configuring the integration (page 79)
 Features status synchronization (page 80)

Chapter 4

Integrating SRM 2.2.00 with Help Desk 6.0 and Change Management 6.0

75

BMC Service Request Management 2.2.00

Installing the integration on the SRM system


Use the following procedure to install the integration on the SRM system.

IMPORTANT
The integration installer is available only on Windows systems.

 To install the integration on the SRM system


1 On the Windows system where SRM 2.2.00 is installed, locate the
Remote_ITSM60_PATCH.zip

file, and then unzip it.

By default, the zip file is in the following folder:


C:\Program Files\AR System Applications\<server name>\BMC Service Request
Management\ar\Remote_ITSM60_PATCH.zip.

Files will be unzipped into the ..\Remote_ITSM60_PATCH\ folder.

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,

navigate to the ..\Remote_ITSM60_PATCH\SRM Machine\SRM_CM\patches\SRM20ITSM


directory, and then run setup.bat.

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.

The log files are found under the ..\SRM_CM\patches\SRM20ITSM\Logs directory.


You can view the SRM2ITSM7Fix.html file for any install issues.

76

Installation Guide

Installing the integration on the SRM system

4 For integration with Help Desk 6.0, open a command prompt window, navigate to

the ..\Remote_ITSM60_PATCH\SRM Machine\SRM_HD\patches\SRM20ITSM\ folder, and


then run setup.bat.

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

8 From the ..\Remote_ITSM60_PATCH\CAI Plug-in directory, locate the folder

corresponding to the operating system on which your AR System server is


running.
9 Copy the new caieventcmd.dll (or libcaieventcmd) file to the location of the

existing file and overwrite it.


10 Restart the AR System server.

Chapter 4

Integrating SRM 2.2.00 with Help Desk 6.0 and Change Management 6.0

77

BMC Service Request Management 2.2.00

Installing the integration on the remote IT


Service Management system
Use the following procedure to install the integration on the remote IT Service
Management system.

 To install the integration on the remote IT Service Management system


NOTE
If you have only Help Desk 6.0 installed, skip to step 3.
1 For integration with Change Management 6.0, open a command prompt window,

navigate to the ..\REMOTE_ITSM60_APPS\CHG\patches\SRM20 ITSM\ folder, and then


run setup.bat.

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.

The log files are found under the


..\REMOTE_ITSM60_APPS\CHG\patches\SRM20ITSM\Logs\
SRM2ITSM7Fix.html file for any install issues.

folder. You can view the

3 For integration with Help Desk 6.0, open a command prompt window, navigate to

the ..\REMOTE_ITSM60_APPS\HPD\patches\SRM20 ITSM\ folder, and then run


setup.bat.

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.

78

Installation Guide

Configuring the integration

4 Check the log files.

The log files are found under the


..\Remote_ITSM60_PATCH\REMOTE_ITSM60_APPS\HPD\patches\SRM20IT SM\Logs\
folder. You can view the SRM2ITSM7Fix.html file for any install issues.

5 After you have installed the integration, create a /bin directory in the application

installation directory if it does not already exist.


For example
..\Program Files\AR System Applications\ChangeManagement\bin

6 From the ..\Remote_ITSM_PATCH\CAI Plug-in\ folder, locate the directory

corresponding to the operating system on which your AR System server is


running.
7 Copy the caieventcmd.dll (or the corresponding libcaieventcmd) file to the \bin

folder created above.

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"

10 Restart the AR System server.

Configuring the integration


Perform the following steps to configure the SRM 2.2.00 integration with Change
Management 6.0 or Help Desk 6.0.
To configure the integration, perform the following tasks:

 Configure the integration on the SRM system. For more information, see
Configuring the integration on the SRM system on page 59.

 Configure the integration on the remote IT Service Management system. For


more information, see Configuring the integration on the remote IT Service
Management system on page 60.

 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.

Chapter 4

Integrating SRM 2.2.00 with Help Desk 6.0 and Change Management 6.0

79

BMC Service Request Management 2.2.00

Features status synchronization


The following section compares status transitions in Change Management 6.0 and
Help Desk 6.0 with SRM 2.2.00.

Change Management 6.0 status transitions


The following table shows how the status transitions on Change Management 6.0
map to the status shown in SRM:
Table 4-1: How Change Management 6.0 status transitions map to SRM 2.2.00
Service request
status

Status reason

Change status

Comments

Draft

N/A

This is the service requests initial


status.

Planning

New

In Progress

Assigned
Planning
Scheduled
Work In Progress

Pending

More Information

Completed

Pending

Pending More Information

Resolved
Closed

Draft

N/A

This is the service requests initial


status.

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.

80

Installation Guide

Features status synchronization

Help Desk 6.0 status transitions


The following table shows how the status transitions on Help Desk 6.0 map to the
status shown in SRM:
Table 4-2: How Help Desk 6.0 status transitions map to SRM 2.2.00
Service request
status

Service request
status reason

Incident status

Draft

N/A

Planning

New

In Progress

Assigned

Comments

In Progress
Pending

More Information

Completed

Pending

Pending more information?

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.

Link to service requests from remote IT Service Management server


The following sections describe how to link to service requests from the remote IT
Service Management server.

Change Management 6.0


A View Service Request link is provided that displays the details of the related
Service Request from the Change Request form, as shown in Figure 4-1.

NOTE
For instructions about how to expose the View Service Request link, see Adding
the View Service Requests link on page 61.

Chapter 4

Integrating SRM 2.2.00 with Help Desk 6.0 and Change Management 6.0

81

BMC Service Request Management 2.2.00

Figure 4-1: View Service Request link on CHG:Change form

Help Desk 6.0


A View Service Request link will be provided that will display the details of the
related Service Request from the Help Desk form, as shown in Figure 4-2.

NOTE
For instructions on how to expose the View Service Request link, see Configuring
the integration on page 79.

82

Installation Guide

Features status synchronization

Figure 4-2: View Service Request link on HPD:HelpDesk form

Chapter 4

Integrating SRM 2.2.00 with Help Desk 6.0 and Change Management 6.0

83

BMC Service Request Management 2.2.00

84

Installation Guide

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:

 SRM log files (page 86)


 Installation log files (page 86)
 Using log files to troubleshoot an installation (page 87)

Appendix A

Installation logging

85

BMC Service Request Management 2.2.00

SRM log files


The srm_inst.log file contains comprehensive details for each component,
including user prompts and answers, and any outputs from programs running at
the time of installation. This log file is stored by default in the following location:

 Windows: <install_dir>\Logs
 UNIX: /usr/tmp/srm_log
 UNIX: <installDir>/Logs

Installation log files


The installer creates summary, detailed, and error log files. The files are written to
the following location:

 Windows: <install_dir>\Logs
 UNIX: /usr/tmp/srm_log

Summary log file


The BMCServiceRequestManagement.html file contains a top-level summary,
including a line-by-line success and 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.

Detailed log file


The BMCServiceRequestManagement.log file contains detailed status
information about the import of all components, including user prompts and
answers.

Application log file


The BMCServiceRequestManagement_apps.html file contains a summary of the
application components that passed, failed, or were skipped during installation.

Error log file


The BMCServiceRequestManagement_error.log file contains an extract of the
error and warning messages from the log files.

86

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.
You can monitor the last update to the log files to make sure an installation is still
running.

 To troubleshoot an installation
1 Review the BMCServiceRequestManagement.html summary log file for failures.

Search for Failed.


2 If you find any errors, review the following file for details about the errors:
BMCServiceRequestManagement_error.log
3 If you find an indication of cascading failures, review the srm_inst.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

Installation logging

87

BMC Service Request Management 2.2.00

88

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 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

IBM DB2 prerequisites 21


importing components 86
installing
about 47
Approval Server 38
AR System Assignment Engine
on UNIX 40
on Windows 39
creating backups before 32
downloading SRM patches 65
help
about 62
on UNIX 64
on Windows 62
non-root user 45
order of 14
SRM
configuring the integration with ITSM 6.0 79
integration on remote ITSM 6.0 server 78
integration on the SRM server 76
integrations for ITSM 7.x 54
on UNIX 51
on Windows 49
overwrite install option 48
Requester Console upgrade 47
to server groups 71
integrating SRM with ITSM 6.0 applications 79
integrating SRM with ITSM 7.x applications 54
ITSM 6.0 applications, integrating with SRM 79
ITSM 7.x applications, integrating with SRM 54

Microsoft SQL Server prerequisites 24


mid tier hardware requirements 30
minimum hardware requirements 29

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

90

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

servers, installing applications to groups of 71


shortcuts, creating for SRM 73
SQL Server prerequisites 24
SRM
about installing 47
application licenses
activating 32
determining host ID 32
obtaining license keys 32
configuring AR System server for 35
creating shortcuts to 73
installing
downloading patches 65
integrations 54
on UNIX 51
on Windows 49
overwrite install option 48
Requester Console upgrade 47
to server groups 71
integrating with ITSM 6.x applications 76
integrating with ITSM 7.x applications 54
overview 9
support, customer 3
Sybase
forms with more than 254 fields 26
prerequisites 25

View Service Request link


about 61
Change Management 6.0 81
Help Desk 6.0 82

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

92

Installation Guide

Third-Party Product Terms


The following terms apply to third-party products that are included with or in a BMC Software product as described in the BMC
Software, Inc., License Agreement that is applicable to the BMC Software product.

Apache Software License, Version 2.0


This product includes the Apache software product found at http://apache.org , and the Apache software product is distributed to
us pursuant to the following terms and conditions:
Copyright (c) 2000-2004 The Apache Software Foundation. All rights reserved.
TERMS AND CONDITIONS FOR USE, REPRODUCTION, AND DISTRIBUTION
1. Definitions.
"License" shall mean the terms and conditions for use, reproduction, and distribution as defined by Sections 1 through 9 of this
document.
"Licensor" shall mean the copyright owner or entity authorized by the copyright owner that is granting the License.
"Legal Entity" shall mean the union of the acting entity and all other entities that control, are controlled by, or are under common
control with that entity. For the purposes of this definition, "control" means (i) the power, direct or indirect, to cause the direction or
management of such entity, whether by contract or otherwise, or (ii) ownership of fifty percent (50%) or more of the outstanding
shares, or (iii) beneficial ownership of such entity.
"You" (or "Your") shall mean an individual or Legal Entity exercising permissions granted by this License.
"Source" form shall mean the preferred form for making modifications, including but not limited to software source code,
documentation source, and configuration files.
"Object" form shall mean any form resulting from mechanical transformation or translation of a Source form, including but not
limited to compiled object code, generated documentation, and conversions to other media types.
"Work" shall mean the work of authorship, whether in Source or Object form, made available under the License, as indicated by a
copyright notice that is included in or attached to the work (an example is provided in the Appendix below).
"Derivative Works" shall mean any work, whether in Source or Object form, that is based on (or derived from) the Work and for
which the editorial revisions, annotations, elaborations, or other modifications represent, as a whole, an original work of authorship.
For the purposes of this License, Derivative Works shall not include works that remain separable from, or merely link (or bind by
name) to the interfaces of, the Work and Derivative Works thereof.
"Contribution" shall mean any work of authorship, including the original version of the Work and any modifications or additions
to that Work or Derivative Works thereof, that is intentionally submitted to Licensor for inclusion in the Work by the copyright owner
or by an individual or Legal Entity authorized to submit on behalf of the copyright owner. For the purposes of this definition,
"submitted" means any form of electronic, verbal, or written communication sent to the Licensor or its representatives, including but
not limited to communication on electronic mailing lists, source code control systems, and issue tracking systems that are managed
by, or on behalf of, the Licensor for the purpose of discussing and improving the Work, but excluding communication that is
conspicuously marked or otherwise designated in writing by the copyright owner as "Not a Contribution."
"Contributor" shall mean Licensor and any individual or Legal Entity on behalf of whom a Contribution has been received by
Licensor and subsequently incorporated within the Work.
2. Grant of Copyright License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual,
worldwide, non-exclusive, no-charge, royalty-free, irrevocable copyright license to reproduce, prepare Derivative Works of, publicly
display, publicly perform, sublicense, and distribute the Work and such Derivative Works in Source or Object form.
3. Grant of Patent License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual,
worldwide, non-exclusive, no-charge, royalty-free, irrevocable (except as stated in this section) patent license to make, have made, use,
offer to sell, sell, import, and otherwise transfer the Work, where such license applies only to those patent claims licensable by such
Contributor that are necessarily infringed by their Contribution(s) alone or by combination of their Contribution(s) with the Work to
which such Contribution(s) was submitted. If You institute patent litigation against any entity (including a cross-claim or counterclaim
in a lawsuit) alleging that the Work or a Contribution incorporated within the Work constitutes direct or contributory patent
infringement, then any patent licenses granted to You under this License for that Work shall terminate as of the date such litigation
is filed.
4. Redistribution. You may reproduce and distribute copies of the Work or Derivative Works thereof in any medium, with or without
modifications, and in Source or Object form, provided that You meet the following conditions:
(a) You must give any other recipients of the Work or Derivative Works a copy of this License; and
(b) You must cause any modified files to carry prominent notices stating that You changed the files; and
(c) You must retain, in the Source form of any Derivative Works that You distribute, all copyright, patent, trademark, and attribution
notices from the Source form of the Work, excluding those notices that do not pertain to any part of the Derivative Works; and
(d) If the Work includes a "NOTICE" text file as part of its distribution, then any Derivative Works that You distribute must include
a readable copy of the attribution notices contained within such NOTICE file, excluding those notices that do not pertain to any part
of the Derivative Works, in at least one of the following places: within a NOTICE text file distributed as part of the Derivative Works;
within the Source form or documentation, if provided along with the Derivative Works; or, within a display generated by the
Derivative Works, if and wherever such third-party notices normally appear. The contents of the NOTICE file are for informational
purposes only and do not modify the License. You may add Your own attribution notices within Derivative Works that You distribute,
alongside or as an addendum to the NOTICE text from the Work, provided that such additional attribution notices cannot be
construed as modifying the License.
You may add Your own copyright statement to Your modifications and may provide additional or different license terms and
conditions for use, reproduction, or distribution of Your modifications, or for any such Derivative Works as a whole, provided Your
use, reproduction, and distribution of the Work otherwise complies with the conditions stated in this License.
5. Submission of Contributions. Unless You explicitly state otherwise, any Contribution intentionally submitted for inclusion in the
Work by You to the Licensor shall be under the terms and conditions of this License, without any additional terms or conditions.
Notwithstanding the above, nothing herein shall supersede or modify the terms of any separate license agreement you may have

executed with Licensor regarding such Contributions.


6. Trademarks. This License does not grant permission to use the trade names, trademarks, service marks, or product names of the
Licensor, except as required for reasonable and customary use in describing the origin of the Work and reproducing the content of
the NOTICE file.
7. Disclaimer of Warranty. Unless required by applicable law or agreed to in writing, Licensor provides the Work (and each
Contributor provides its Contributions) on an "AS IS" BASIS,
WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied, including, without limitation, any
warranties or conditions of TITLE, NON-INFRINGEMENT, MERCHANTABILITY, or FITNESS FOR A PARTICULAR PURPOSE.
You are solely responsible for determining the appropriateness of using or redistributing the Work and assume any risks associated
with Your exercise of permissions under this License.
8. Limitation of Liability. In no event and under no legal theory, whether in tort (including negligence), contract, or otherwise,
unless required by applicable law (such as deliberate and grossly negligent acts) or agreed to in writing, shall any Contributor be
liable to You for damages, including any direct, indirect, special, incidental, or consequential damages of any character arising as
a result of this License or out of the use or inability to use the Work (including but not limited to damages for loss of goodwill, work
stoppage, computer failure or malfunction, or any and all other commercial damages or losses), even if such Contributor has been
advised of the possibility of such damages.
9. Accepting Warranty or Additional Liability. While redistributing the Work or Derivative Works thereof, You may choose to offer,
and charge a fee for, acceptance of support, warranty, indemnity, or other liability obligations and/or rights consistent with this
License. However, in accepting such obligations, You may act only on Your own behalf and on Your sole responsibility, not on
behalf of any other Contributor, and only if You agree to indemnify, defend, and hold each Contributor harmless for any liability
incurred by, or claims asserted against, such Contributor by reason of your accepting any such warranty or additional liability.

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.

*89300*
*89300*
*89300*
*89300*
*89300*

You might also like