BMC Remedy Action Request System (ARS) pimC

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This page documents the enPortal integration for Remedy Mid Tier (ARS).

  • Vendor: BMC Software
  • Product: Remedy Action Request System (ARS)
  • Supported Version(s): 7.6
  • Name of enPortal Integration Package: remedy.midtier_pimC
  • Required enPortal Version: 4.4.1.2-20041005.1221 and above


The following section documents supported platforms, installation, and configuration of the Remedy Mid Tier Product Integration Module on enPortal versions 5.0 and above.


Page Contents

1. Support Matrix

The following Operating System, Database, and Web Browser platforms are supported:


1.1. Operating System

Please see the list of supported Operating Systems on the System Requirements page.


1.2. Database

A special database is not required to implement this integration module. The AppBoard/enPortal database is used to store all configurations related to this integration module.


1.3. Web Browser

Please see the list of supported Web Browsers on the System Requirements page.


2. Installation

Perform the following steps to install the Remedy Mid Tier PIM:

  1. Install AppBoard/enPortal as detailed in the Installation documentation
  2. Download the file remedy.midtier_pimC.jar
  3. Start enPortal and login as an administrator
    1. User Name: administrator
    2. Password: administrator
    3. Domain: System
  4. Under the Advanced tab, select PIMImport
  5. Click the Browse... button
  6. Locate the Remedy Mid Tier package.jar file in the Open dialog
  7. Click the Start button to extract the files from the PIM .jar archive
  8. Under the Advanced tab, select XMLImport
  9. Click the Start button to load the PIM into the system
  10. Confirm that the following message is displayed: "Import completed; loaded the following file(s): load_remedy.midtier_pimC.txt"
  11. Under the Advanced tab, select Explore System
  12. Navigate to the /Directory/system/proxy/ folder and locate the “Manage Proxy” channel
  13. Right-click on the “Manage Proxy” channel and select Open to launch the channel
  14. In the Manage Proxy tool, click “Reset All”
  15. Refresh the browser
  16. Re-start AppBoard/enPortal to load java class associated with this pim into the system

3. Integration Details

This sections provides special details for configuring the integration module after installation.


3.1. Channel Types

  • AppFormView - Channel that accesses the Remedy Mid Tier application form
  • ConfigTool - Channel that gives you the Remedy Mid Tier configuration options
  • Form View - Channel that accesses the Remedy Mid Tier form
  • Home - Channel that displays the top-level Home page of the Remedy Mid Tier application
  • ViewFormServlet - Channel that displays the servlet of Remedy Mid Tier forms
  • Proxy - Channel that is used by the system to display Remedy Mid Tier channels

3.2. Configuration

After installing the Remedy Mid Tier PIM, perform the following steps to configure access to the host Remedy Mid Tier server:

  1. Click on the Applications tab
  2. Right-click on the name "sample" in the row labeled "Remedy Mid Tier PimC" and select "Modify"
  3. Fill in the items in the Modify Application Wizard dialog:
    1. Select the protocol used to access your Remedy Mid Tier server (http or https)
    2. Change the host name from "changeme" to the hostname or ip address that will resolve to your Remedy Mid Tier server
    3. Change the port to the port number of your Remedy Mid Tier server
    4. Click "Save"
  4. Click on the Integrations tab
  5. In the Explorer, under Packages, expand the remedy.midtier_pimC tree and click on the Sample target. Confirm that the information you entered is displayed for your Remedy Mid Tier server
  6. Under the Sample target, click on the Home channel. A login prompt should be displayed.
  7. Log in using the same credentials you would use for accessing the Remedy Mid Tier application in a browser. Confirm that the Remedy Mid Tier Home page is displayed.


3.3. Create Channels

After installing the Remedy Mid Tier PIM, and configuring access to the host Remedy Mid Tier server, perform the following steps to create channels to display Remedy Mid Tier content:

  1. Click on the Applications tab
  2. Right-click on the name "sample" in the row labeled "Remedy Mid Tier PimC" and select a channel type
  3. In the "Channel Name" box, enter the name you want to give to the new channel
  4. For "Channel Type", select "3rd Party Pims"
  5. Click Next
  6. Click Finish
  7. Click on the Integrations tab
  8. In the Explorer, under Packages, expand the remedy.midtier_pimC tree and click on the Sample target. Confirm that the new channel is listed along with the other sample channels


Repeat the above steps to create additional channels. Select a different Channel Type in step 2 to create a different type of channel.


3.4. Version Support

The following matrix details the supported Remedy Mid Tier and compatible AppBoard/enPortal versions:

Version Support
Package Name enPortal Version Remedy Mid Tier Version
remedy.midtier_pimC 4.4.1.2-20041005.1221 + Remedy Mid Tier (ARS) Version 7.6
To see the current enPortal version, run the portal version command from the [AppBoard_Home]/server/bin directory.


4. Remedy Mid Tier Upgrades

4.1. Upgrading from an older version of Remedy Mid Tier to Remedy Mid Tier 7.6

Older versions of Remedy Mid Tier are not supported by this PIM, so this upgrade path is not supported


4.2. Upgrading from Remedy Mid Tier 7.6 to a newer version of Remedy Mid Tier

Perform the following steps when the Remedy Mid Tier 7.6 server is upgraded to a newer version of Remedy Mid Tier:

  1. Check the AppBoard/enPortal PIM online documentation to see if the new Remedy Mid Tier version is supported by the existing remedy.midtier_pimC PIM
    1. If the new Remedy Mid Tier version is supported by the existing PIM that you have installed, perform the following steps:
      1. Click on the Applications tab
      2. Right-click on the row for the old Remedy Mid Tier server and select "Modify"
      3. Update the protocol, host, and port to reference the server where the new version of Remedy Mid Tier is running
    2. If the new Remedy Mid Tier version is not supported by the existing PIM that you have installed, perform the following steps to upgrade the PIM:
      1. Download the new PIM version from the PIM download site
      2. Follow the steps in the Installation section above to install and configure the new PIM version
      3. Re-create all Remedy Mid Tier channels to reference the new PIM
      4. [Optional] Perform the steps outlined in the Uninstall section below to remove the old PIM from the system


5. Uninstall

Uninstalling the remedy.midtier_pimC PIM will break all of the channels in your AppBoard/enPortal system that reference this integration.

Perform the following steps to uninstall the remedy.midtier_pimC PIM:

  1. Click on the Integrations tab
  2. In the Explorer, under Packages, locate the remedy.midtier_pimC integration
  3. Right click on the integration name, and select "Delete"
  4. Click "Ok" to confirm that you want to delete the integration package