BMC Software Remedy Action Request System (ARS) pimE

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This page documents the enPortal integration for BMC Software Remedy Action Request System (ARS).

If you are using portal version 5.3 or earlier please click here for the integration documentation applicable to it

  • Vendor: BMC Software
  • Product: Remedy Action Request System (ARS)
  • Supported Version(s): 9.0,9.1
  • Name of enPortal Integration Package: remedy.midtier_pimE
  • Required enPortal Version: 4.6.1 and above


The following section documents supported platforms, installation, and configuration of the Remedy Action Request System (ARS) Product Integration Module on enPortal versions 4.6.1 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 Action Request System (ARS) PIM:

  1. Install AppBoard/enPortal as detailed in the Installation documentation
  2. Download the file remedy.midtier_pimE.jar
  3. Start enPortal and login as a portal administrator
  4. Under the Web Integrations tab, select PIM Import
  5. Click the Browse... button
  6. Locate the file remedy.midtier_pimE.jar in the Open dialog
  7. Click the Start button to extract the files from the PIM .jar archive
  8. Confirm that the following messages are displayed:
    1. "Upload completed."
    2. "Loaded the following file(s): load_remedy.midtier_pimE.txt"
    3. "CRS cache cleared."

Note: It is necessary to re-start AppBoard/enPortal to load java class associated with this pim into the system

3. Integration Details

The following sections provide special details for configuring the integration module after installation.


3.1. Channel Types

  • Home - Channel that displays the default Home page for the logged in user, including full navigation controls (no custom configuration required)
  • Proxy - Channel that is used by the system to display BMC Remedy Mid Tier channels (no custom configuration required)
  • AppFormView - Channel that accesses the Remedy Mid Tier application form (uri: /apps/${shim:channel.field.server}/${shim:channel.field.app}/${shim:channel.field.form}/${shim:channel.field.remedyview}
  • Form View - Channel that accesses the Remedy Mid Tier form (uri: /forms/${shim:channel.field.server}/${shim:channel.field.form}/${shim:channel.field.remedyview}
  • ViewFormServlet - Channel that access a Remedy Mid Tier form (uri: /servlet/ViewFormServlet)

3.2. Configuration

After installing the Remedy Action Request System (ARS) PIM, perform the following steps to configure access to the host Remedy Action Request System (ARS) server:

  1. Under the Web Integrations tab, select Applications & Licenses
  2. Right-click on the name sample in the row for Remedy Action Request System (ARS) (remedy.midtier_pimE) and select Modify
  3. Fill in the items in the Modify Application Wizard dialog:
    1. Select the protocol used to access your Remedy Action Request System (ARS) server (http or https)
    2. Change the host name from "changeme" to the hostname or ip address that will resolve to your Remedy Action Request System (ARS) server
    3. Change the port to the port number of your Remedy Action Request System (ARS) server
    4. Click "Save" to keep your changes
  4. Under the Web Integrations tab, select Explorer
  5. In the Explorer, under Packages, expand the cuculus.zonoscontrolcenter_pimA tree and click on the sample target. Confirm that the information you entered is displayed for your Remedy Action Request System (ARS) 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 Action Request System (ARS) application in a browser. Confirm that the Remedy Action Request System (ARS) Home page is displayed.

3.3. Special Configuration Notes

When integrating with Remedy version 9.1, special configuration must be taken. In most cases only a single form page needs to be integrated, for example:

http://{REMEDY_HOST}/arsys/forms/demucvaz53/TMS%3ATask/NewDefault+Admin+View/?qual=%27800000683%27%3D%22Adecco%22

In this case, use handlers.xml for v9.0 and older, and overwrite handlers.xml by handlers_v91.xml for v9.1

If the entire application, such as:

http://{REMEDY_HOST}/arsys/home

needs to be proxied, some settings in the Remedy application need to be tweaked to make it work.

MidtierInstallDirectory>\WEB-INF\classes\config.properties:

arsystem.compression_index=2

In addition, in order to support hiding the logout and navigation bar, the following rule must be uncommented:

<HandleHttpResponse name="Set-Cookie" findValue=".*" replaceValue="MJUID=${shim:cookie.get('MJUID')}; path=/" substituteFlag="true"/>


3.4. Create Channels

After installing the Remedy Action Request System (ARS) PIM and configuring access to the host Remedy Action Request System (ARS) server, perform the following steps to create channels to display Remedy Action Request System (ARS) content:

  1. Under the Web Integrations tab, select Applications & Licenses
  2. Right-click on the name sample in the row for remedy.midtier_pimE and select a channel type
  3. In the "Channel Name" box, enter the name you want to give to the new channel
  4. Click Next
  5. Click Finish
  6. Under the Web Integrations tab, select Explorer
  7. In the Explorer, under Packages, expand the remedy.midtier_pimE 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.


3.5. Known Issues

The following known issues are associated with this PIM:

  • There are currently not any known issues associated with this PIM

3.6. License Usage

In order for the AppBoard/enPortal administrator to configure the remedy.midtier_pimE PIM, the AppBoard/enPortal license.properties file must include licensing for at least one remedy.midtier_pimE server. The administrator can create one additional host ("target") in AppBoard/enPortal for each server license included in the license file.

Each AppBoard/enPortal user maintains one user session with the Remedy Action Request System (ARS) server. The Remedy Action Request System (ARS) application must be licensed to support the number of users that will be accessing the application through AppBoard/enPortal.


3.7. Version Support

The following matrix details the supported Remedy Action Request System (ARS) and compatible AppBoard/enPortal versions:

Version Support
Package Name enPortal Version Remedy Action Request System (ARS) Supported Versions
remedy.midtier_pimE 4.6.1+ 9.0,9.1
To see the current enPortal version, run the portal version command from the [AppBoard_Home]/server/bin directory.

4. Upgrades

4.1. Upgrading from an older version

Older versions of Remedy Action Request System (ARS) are not supported by this PIM, so this upgrade path is not supported. It is recommended that you validate the PIM in your Remedy Action Request System (ARS) environment to confirm that it supports the required functionalities.


4.2. Upgrading to a newer version

Perform the following steps when the Remedy Action Request System (ARS) server is upgraded to a newer version of Remedy Action Request System (ARS):

  1. Check the AppBoard/enPortal PIM online documentation to see if the new Remedy Action Request System (ARS) version is supported by the existing remedy.midtier_pimE PIM.
  2. Test if the new Remedy Action Request System (ARS) version is supported by the existing PIM that you have installed, perform the following steps:
    1. Under the Web Integrations tab, select Applications & Licenses
    2. Right-click on the row for the old Remedy Action Request System (ARS) server and select "Modify"
    3. Update the protocol, host, and port to reference the server where the new version of Remedy Action Request System (ARS) is running
  3. If the new Remedy Action Request System (ARS) 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 Action Request System (ARS) 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

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


Uninstalling the remedy.midtier_pimE PIM will break all of the channels in your AppBoard/enPortal system that reference this integration.
  1. Under the Web Integrations tab, select Explorer
  2. In the Explorer, under Packages, locate the remedy.midtier_pimE integration
  3. Right click on the integration name, and select "Delete"
  4. Click "Ok" to confirm that you want to delete the integration package