08/05/2023, 15:35 Email - Deepak Shingan - Outlook

Helix / Remedy ITSM and Atrium CMDB Installation and Licensing

Fiel, David <david_fiel@bmc.com>
Thu 27/04/2023 18:53
To: Deepak Shingan <deepak.shingan@kristasoft.com>;Michiel Kemperman <michiel.kemperman@kristasoft.com>
2 attachments (165 KB)
arsystem.lic; Helix ITSM + Remedy AR System REST Web Services Guide 2022-04.docx;
Below are details on getting setup with Helix ITSM. Also, attached is my ITSM REST guide which may be of interest.

David
Helix ITSM in containers
You have access to the new, on premise, container versions of ITSM (21.05 and newer). This setup has proven to be quite complex and resource intensive,
so we have a shared instance for ISV partners to develop their integrations. If you would like access, please let me know.
Installation docs begin at: https://docs.bmc.com/docs/brid2105/system-requirements-1002902065.html
To download, login to the new Support EPD page at https://webepd.bmc.com/edownloads/home/licensed
Look for BMC Helix ITSM OnPrem.
Use the Available Components pulldown to select BMC Helix Innovation Suite OnPrem.
I am not sure which downloads are the minimum required set, but I think these should get you started:
AR System Clients: Developer Studio, Data Import - Windows
BMC Helix Innovation Suite & Service Management Apps & Container Token
BMC Helix Platform Services for Service Management & Container Token
BMC Helix Platform Utilities

Helix ITSM 20.02 and earlier on AWS

Pre-built environments are available on Amazon’s AWS cloud platform, which allows immediate system access to images for all major BMC Remedy ITSM
versions from 20.02 to 7.6. Request access to the images

Helix ITSM 20.02 and earlier on-prem installation

For an on-prem installation of 20.02 or earlier, you need to do the installation in six steps, shown below in the order of installation. All the installers are
available under BMC Remedy Asset Management Application on the Licensed Product section of the EPD download area of the support site,
http://www.bmc.com/available/epd.html

File Name Product Name

AR System Server, Mid-Tier, Flashboards Server, Email Engine, Assignment Engine, Approval Server, Smart Repor
ARSuiteKitWindows9.1.10.zip 20.02.00
atrium9.1.10.win.zip BMC Atrium Core Version 20.02.00
atriumintegrator9.1.10.server.win.zip BMC Atrium Integrator Server Version 20.02.00
BMCRemedyITSMSuite9.1.05.windows.zip Remedy ITSM Applications (Service Desk/Change Management/Asset Management/Knowledge Management) Vers
Remedy ITSM Applications (Service Desk/Change Management/Asset Management/Knowledge Management) Dep
ITSM2002-RTM.zip 20.02.00
Smart_IT_20.02.00_windows.zip Remedy with Smart IT Version 20.02.00

The installation guides, which are part of the documentation set for each product or individually from the document section of the support site, are pretty
good.
https://docs.bmc.com/docs/brid2002/installing-the-platform-components-908971920.html
And the installers are good about pointing out missing prerequisites and gathering all the needed settings.

Note that for ITSM 20.02 through 18.08, you first need to install ITSM 18.05. Then use the deployer: https://docs.bmc.com/docs/brid2002/applying-a-
deployment-package-908972123.html#Applyingadeploymentpackage-import
· edit deployConfig.properties in C:\Program Files\BMC Software\ARSystem
o set filedeployer.localDeploymentRequired to false
· Applications > AR System Administration > AR System Deployment Management Console
o Select Transfer Package > Import, choose ITSM2002.zip
o Select ITSM 2002, Operations->Deploy
o Wait
· If needed, run the arpayloaddeploymentutil.bat from C:\Program Files\BMC Software\ARSystem

Helix ITSM Licensing

For licensing, after you get the Remedy AR System installed, you need to open the web client (The default URL is http://localhost:8080/arsys/home or run the
Remedy User client on older systems) and login as Demo with a blank password. Then on the home page, you should see the link for AR System
Administration Console. Then you go to System->General->Add or Remove Licenses. There you will see the Current Host ID in the top right corner. Copy
that and use it on the trial licensing page:
http://www.bmc.com/support/reg/license-agreement-trial.html

Make sure when you copy/paste the host id, expire date, and license key that there are no leading or trailing spaces. Also, make sure the date format is
exactly the same. Leave the License Qualifier field blank:

That will get you the AR Server license. Then you can add additional licenses for the applications and users without needing more keys from the web site.
Make sure you have some of each of these below for full ITSM functionality. Import the attached license file to get them easily.

AR User Fixed
BMC:Asset Mgmt Application
BMC:Asset Mgmt User Fixed
BMC:Atrium CMDB Application
BMC:Change Mgmt Application
BMC:Change Mgmt Dashboard Application
BMC:Change Mgmt User Fixed
BMC:Financial Mgmt Application
BMC:Financial Mgmt User Fixed

https://outlook.office.com/mail/id/AAQkAGIxZmFkYTgzLWQxYjgtNDc3OS1iMDAyLWUzZmVjZjEyZjgzZAAQAFoCGehdRaxHqhgWei98nGg%3D 1/2
08/05/2023, 15:35 Email - Deepak Shingan - Outlook
BMC:Incident Mgmt Application
BMC:Incident Mgmt User Fixed
BMC:Problem Mgmt Application
BMC:Problem Mgmt User Fixed
BMC:Service Level Mgmt Application
BMC:Service Level Mgmt User Fixed
BMC:SR Mgmt Application

And your AR Server license needs to be valid for all of the licenses to work. You can test this by changing the key for your AR Server license then saving it.
You should see the “not valid” yellow banner at the top of the page. Close the banner message, change the key back to the correct value, save again, and
you should not see the banner message.

For more details on the complex Remedy licensing/roles mechanism, see this:
https://docs.bmc.com/docs/itsm2002/adding-support-staff-909627841.html

To get to the Work Order functionality:

1. Login as appadmin
2. Open Applications -> Administrator Console -> Application Administration Console
3. Select People -> View
4. Select Albrook Allen
5. Open the Support Groups tab
6. Click Update Support Groups and Roles
7. Open the Functional Role Update tab
8. Select Functional Role: Request ->Work Order Manager
9. Click Add
10. Logout and login as Allen with pwd password
11. Select Applications -> Service Request Management -> New Work Order

Account Login Password

BMC Remedy AR System Administrator Demo blank
BMC Remedy ITSM Administrator appadmin password (blank for ITSM 8.1 and before)
BMC Remedy ITSM Agent Allen password

David Fiel
Senior Technical Alliance Manager
MarketZone and ISV Partners
Direct +1 713.918.8057
Email david_fiel@bmc.com

https://outlook.office.com/mail/id/AAQkAGIxZmFkYTgzLWQxYjgtNDc3OS1iMDAyLWUzZmVjZjEyZjgzZAAQAFoCGehdRaxHqhgWei98nGg%3D 2/2