Remedy IT Service Management 5.6 Installation and Configuration Guide March 2004 Part No: ITSM-560-ICG-01
Copyright 2004 BMC Software, Inc. All rights reserved. Remedy, the Remedy logo, all other Remedy product or service names, BMC Software, the BMC Software logos, and all other BMC Software product or service names, are registered trademarks or trademarks of BMC Software, Inc. All other trademarks belong to their respective companies. Remedy, a BMC Software company, 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 or nondisclosure 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 UNPUBLISHED -- RIGHTS RESERVED UNDER THE COPYRIGHT LAWS OF THE UNITED STATES.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. Contacting Remedy If you need technical support for this product, contact Remedy Customer Support by email at support@remedy.com. If you have comments or suggestions about this documentation, contact Information Development by email at doc_feedback@remedy.com. This edition applies to version 5.6 of the licensed program. Remedy, a BMC Software company www.remedy.com
Contents Preface...................................... 9 Audience............................... 10 Related Remedy documents...................... 10 Chapter 1 Remedy IT Service Management.................... 13 Remedy IT Service Management overview................ 14 IT Service Management applications architecture............ 15 IT Service Management web views.................... 16 Configuring IT Service Management applications............. 16 Configuration prerequisites..................... 16 Remedy Configuration Manager................... 17 Customizing IT Service Management applications............. 18 Workflow definitions in IT Service Management............. 19 Workflow documentation...................... 19 Field lists............................. 20 Filters............................... 20 Active links............................ 21 Escalations............................. 21 Table fields............................ 22 Internationalization and localization.................. 22 Internationalization and localization defined.............. 23 Data language and display language.................. 23 Contents! 3
Remedy IT Service Management Chapter 2 Installing Remedy Help Desk...................... 25 Before you upgrade prerequisites and scenarios............. 26 Installation prerequisites........................ 28 Combination installations...................... 31 Upgrading from a previous version of Help Desk............. 31 Windows Remedy Help Desk software upgrade installation........ 31 UNIX Remedy Help Desk software upgrade installation.......... 35 Windows Remedy Help Desk software installation............ 42 Installing online help files on Windows................. 44 UNIX Remedy Help Desk software installation.............. 46 Installing on UNIX as non-root.................... 46 Running the Remedy Help Desk application installation script....... 47 Installing online help files on UNIX.................. 52 Language pack installation....................... 56 Installing language packs on Windows................. 56 Installing language packs on UNIX.................. 58 Remedy Help Desk web views...................... 63 Licensing Remedy Help Desk...................... 64 Creating shortcuts to IT Service Management applications......... 64 Adding shortcuts to the Windows Desktop............... 65 Adding IT Service Management applications to the Windows Start menu.. 67 Creating AR System User Preference records............... 68 Access control groups......................... 70 Notification groups.......................... 71 Chapter 3 Installing Remedy Change Management................. 73 Before you upgrade prerequisites and scenarios............. 74 Installation prerequisites........................ 76 Combination installations...................... 79 Upgrading from a previous version of Change Management........ 79 Windows Remedy Change Management software upgrade installation... 80 UNIX Remedy Change Management software upgrade installation..... 84 Windows Remedy Change Management software installation........ 90 Installing online help files on Windows................. 92 4 "Contents
Installation and Configuration Guide UNIX Remedy Change Management software installation......... 95 Installing on UNIX as non-root.................... 95 Running the Remedy Change Management application installation script.. 96 Installing online help files on UNIX................. 101 Language pack installation....................... 105 Installing language packs on Windows................ 105 Installing language packs on UNIX................. 107 Checking filters............................ 113 The Remedy Change Management web views............... 114 Licensing Remedy Change Management................. 114 Creating shortcuts to IT Service Management applications......... 115 Adding shortcuts to the Windows Desktop.............. 115 Adding IT Service Management applications to the Windows Start menu. 117 Creating AR System User Preference records............... 118 Access control groups......................... 120 Notification groups.......................... 121 Chapter 4 Installing Remedy Asset Management.................. 123 Before you upgrade prerequisites and scenarios............. 124 Installation prerequisites........................ 126 Combination installations..................... 129 Upgrading from a previous version of Asset Management......... 129 Windows Remedy Asset Management software upgrade installation... 129 UNIX Remedy Asset Management software upgrade installation..... 133 Windows Remedy Asset Management software installation......... 139 Installing online help files on Windows................ 142 UNIX Remedy Asset Management software installation.......... 144 Installing on UNIX as non-root................... 144 Running the Remedy Asset Management application installation script.. 145 Installing online help files on UNIX................. 150 Language pack installation....................... 154 Installing language packs on Windows................ 154 Installing language packs on UNIX................. 156 The Remedy Asset Management web views................ 161 Licensing Remedy Asset Management.................. 162 Creating shortcuts to IT Service Management applications......... 162 Contents! 5
Remedy IT Service Management Creating AR System User Preference records............... 165 Access control groups......................... 167 Notification groups.......................... 168 Chapter 5 Deploying IT Service Management web views.............. 169 Deploying IT Service Management applications.............. 170 Testing Remedy web clients....................... 174 Chapter 6 General configuration tasks...................... 177 Opening the Remedy Configuration Manager............... 178 Defining an application administrator.................. 179 Configuring locations......................... 181 Creating categorizations........................ 183 Remedy Help Desk categorizations................. 183 Change categorizations...................... 183 Asset categorizations....................... 184 Using categorizations in multiple modules and applications....... 186 Configuring people.......................... 189 Defining groups............................ 194 Adding people to groups........................ 197 Chapter 7 Support-specific configuration tasks................... 201 Support-specific configuration overview................. 202 Assigning responsibilities to the support staff............... 204 Assigning responsibilities to support groups.............. 204 Assigning responsibilities to support individuals............ 208 Configuring business hours....................... 211 Workday business hours...................... 211 Holiday hours.......................... 215 Assignment process definition..................... 217 Support staff personal preferences.................... 219 Configuring command line paging.................... 223 6 "Contents
Installation and Configuration Guide Chapter 8 Configuring addresses......................... 229 Configuring countries......................... 230 Configuring states and provinces.................... 232 Configuring postal codes........................ 233 Chapter 9 Advanced configuration tasks..................... 237 Advanced configuration overview.................... 238 Remedy Help Desk advanced tasks................... 238 Remedy Change Management advanced tasks............... 239 Remedy Asset Management advanced tasks................ 240 Advanced configuration tasks...................... 241 Asset Approval Process for Configurations task............ 241 Asset Associations task....................... 243 Asset Contract Categorization task................. 243 Asset Deletion task........................ 245 Asset Depreciation Criteria Configuration task............ 245 Asset Down Status task...................... 247 Asset Inventory Settings task.................... 248 Asset IP Address Configuration task................. 249 Asset Management Settings task................... 250 Asset Manual Reconciliation task.................. 251 Asset Notifications Configuration task................ 254 Asset Reorder Level and Lead Time Specification task......... 257 Change Approvals........................ 258 Change Approvals task...................... 261 Change Approvals, Non-emergency Changes task........... 262 Change Management Escalations task................ 272 Change Management Settings task.................. 273 Change Tasking Escalations task.................. 275 Change Tasking Settings task.................... 275 Charge-back Time Periods task................... 275 Company and Contact Configuration task.............. 277 Configure Survey Questions task.................. 281 Cost Categorization task...................... 282 Cost Centers task......................... 285 Define Summary Definitions task.................. 291 Contents! 7
Remedy IT Service Management Help Desk Escalations task..................... 295 Help Desk Settings task...................... 297 Predefined Change Templates task.................. 298 Predefined Task Templates task................... 301 Services Provided task....................... 304 TCO Define Cost Rates task.................... 305 Appendix A Installation issues........................... 309 Troubleshooting the installation.................... 310 Group form not detected...................... 310 Transaction log full........................ 311 Installation errors to ignore..................... 312 Installation logging.......................... 312 IT Service Management application log files.............. 313 Remedy Installation Kit log files................... 313 Using log files to troubleshoot an installation............. 314 Appendix B Web services for Remedy IT Service Management applications....... 315 Describing web services........................ 316 Web services and the AR System.................... 317 Base form............................ 317 Operations............................ 317 Mapping............................ 317 XML schema........................... 318 Installation notes........................... 318 Modifying your web service....................... 319 Writing web service clients....................... 323 Web services and Remedy Help Desk.................. 324 Web services and Remedy Change Management.............. 327 Web services and Remedy Asset Management............... 329 Glossary..................................... 331 Index..................................... 353 8 "Contents
Preface This guide describes how to install and configure three of the four applications which make up the Remedy IT Service Management Suite. Important: For information about installing and configuring the Remedy Service Level Agreements application, see the Remedy Service Level Agreements Installation and Configuration Guide. The applications run in conjunction with the Remedy Action Request System (AR System ) and share a common database. The IT Service Management applications help you:! Organize, manage, and measure the varied activities of your Information Technology (IT) organization.! Plan, schedule, implement, and track changes that need to be completed within your organization.! Track and manage your technology-based assets throughout their lifecycle. Preface! 9
Remedy IT Service Management Audience This guide is for Remedy AR System administrators or Remedy IT Service Management application administrators who install and configure the IT Service Management applications, with the exception of Remedy Service Level Agreements. For information about installing and configuring Remedy Service Level Agreements, see the Remedy Service Level Agreements Installation and Configuration Guide. Configuration tasks are performed by the following roles or individuals. Many administrator tasks overlap and many or all of the roles can be assumed by one individual. The roles include:! Remedy Help Desk administrators! Remedy Asset Management administrators! Remedy Change Management administrators Related Remedy documents The following table lists the documentation available for Remedy IT Service Management products. Unless otherwise noted, online documentation in Adobe Acrobat (PDF) format is available on product installation CDs, on the Customer Support web site (http://supportweb.remedy.com), or both. You can order any of the printed manuals by sending a request to upgrade@remedy.com. You can access product Help through each product s Help menu or by clicking on Help links. Title and Part Number Description Audience Format Remedy Help Desk User s Guide HD-560-UG-01 Remedy Change Management User s Guide CM-560-UG-01 Procedures for using the Remedy Help Desk application; includes new features overview. Procedures for using the Remedy Change Management application; includes new features overview. Everyone Everyone PDF PDF 10 "Preface
Installation and Configuration Guide Title and Part Number Description Audience Format Remedy Asset Management User s Guide AM-560-UG-01 Remedy Service Level Agreements Installation and Configuration Guide SLA-560-ICG-01 Remedy Service Level Agreements User s Guide SLA-560-UG-01 Remedy Approval Server Guide for Users and Administrators ARAS-510-UAG-01 Remedy IT Service Management Online Help Remedy Help Desk Data Migration Version 5.5 to 5.6 white paper Remedy Asset Management Data Migration Version 5.5 to 5.6 white paper Remedy Change Management Data Migration Version 5.5 to 5.6 white paper Procedures for using the Remedy Asset Management application; includes new features overview. Procedures for installing and configuring the Remedy Service Level Agreements application. Procedures for using the Remedy Service Level Agreements application; includes new features overview. Procedures for installing and administering the Approval Server, connecting an AR System application to the Approval Server, setting up approval processes and rules, and approving requests. Procedures for using Remedy Help Desk, Remedy Change Management, Remedy Asset Management, Service Level Agreements, and Remedy Configuration Manager. Provides the steps necessary for the complete migration of data from Remedy Help Desk 5.5 to Remedy Help Desk 5.6. Available online from the Remedy Customer Support web site at: http://supportweb.remedy.com Provides the steps necessary for the complete migration of data from Remedy Asset Management 5.5 to Remedy Asset Management 5.6. Available online from the Remedy Customer Support web site at: http://supportweb.remedy.com Provides the steps necessary for the complete migration of data from Remedy Change Management 5.5 to Remedy Change Management 5.6. Available online from the Remedy Customer Support web site at: http://supportweb.remedy.com Everyone Administrators Everyone Everyone Everyone Administrators Administrators Administrators PDF Print and PDF PDF Print and PDF Help link PDF PDF PDF Related Remedy documents! 11
Remedy IT Service Management Title and Part Number Description Audience Format Remedy Service Level Agreements Data Migration Version 5.5 to 5.6 white paper Instructions for Creating Web Service Clients Technical White Paper Provides the steps necessary for the complete migration of data from Remedy Service Level Agreements 5.5 to Remedy Service Level Agreements 5.6. Available online from the Remedy Customer Support web site at: http://supportweb.remedy.com See the Remedy Customer Support web site. Available online from the Remedy Customer Support web site at: http://supportweb.remedy.com Administrators Administrators PDF PDF 12 "Preface
Chapter 1Remedy IT Service Management This section provides an overview of the Remedy IT Service Management applications, which includes application architecture, web views, and internalization and localization. It also introduces the Remedy Configuration Manager, which you will be using to configure the IT Service Management applications you have installed. Topics include:! Remedy IT Service Management overview (page 14)! IT Service Management web views (page 16)! Configuring IT Service Management applications (page 16)! Customizing IT Service Management applications (page 18)! Workflow definitions in IT Service Management (page 19)! Internationalization and localization (page 22) Remedy IT Service Management! 13
Remedy IT Service Management Remedy IT Service Management overview The ITSM Suite helps you organize and manage the varied assets and activities of your IT organization. Using the IT Service Management applications on the Web provides comparable functionality as the Windows client, with the same application workflow, and similar look and feel. Remedy applications run on a common database that shares data in real time. The Remedy Action Request System (AR System) provides seamless integration and a uniform application platform on which the IT Service Management applications run. IT Service Management Suite consists of four applications:! Remedy Help Desk For more information, see the Remedy Help Desk User s Guide.! Remedy Change Management For more information, see the Remedy Change Management User s Guide.! Remedy Asset Management For more information, see the Remedy Asset Management User s Guide.! Remedy Service Level Agreements (SLA) For more information, see the Remedy Service Level Agreements User s Guide. Note: For information about installing and configuring the Remedy Service Level Agreements application, see the Remedy Service Level Agreements Installation and Configuration Guide. 14 "Chapter 1 Remedy IT Service Management
IT Service Management applications architecture Installation and Configuration Guide The relationships between the database, AR System server, shared application components, and IT Service Management applications are as follows: Change Management 5.6 Help Desk 5.6 Asset Management 5.6 Service Level Agreements 5.6 Help Desk Change Asset module Tasking module Inventory module Shared components installed with all IT Service Management applications AR System Server (Version 5.1.2 or higher) Database Remedy Help Desk 5.6 application modules IT Service Management applications Remedy IT Service Management overview! 15
Remedy IT Service Management IT Service Management web views The web views enable users, managers, field technicians, and remote users to access the Remedy applications from the Internet or from a corporate intranet using a browser. Users can use their browsers to create new requests and search for, display, and modify existing requests. Web views are installed with the IT Service Management applications and can be easily deployed to one or more web servers. For more information, see Deploying IT Service Management web views on page 169. To access the web views, users must have Microsoft Internet Explorer 5.5 (or higher) or Netscape 7 on a supported platform. For more information, see the compatibility matrix for IT Service Management applications at: http://supportweb.remedy.com/compatibilitymatrix/index.html Configuring IT Service Management applications As the application administrator, you configure IT Service Management applications to contain custom entries about the various people, groups, skills, responsibilities, and geographic locations associated with your organization. Configuration prerequisites Before you begin configuring the IT Service Management applications, verify that the following configuration prerequisites are met:! You must have an AR System write license (either fixed or floating). You do not need an application license to create or modify entries in the Remedy Configuration Manager.! You must be an AR System administrator with change access to the User and Group forms.! You must be a member of the Administrator and the APP-Administrator groups in the Remedy User form.! You must have a basic knowledge of AR System administration tasks. 16 "Chapter 1 Remedy IT Service Management
Remedy Configuration Manager Installation and Configuration Guide You configure the applications using the Remedy Configuration Manager. The forms are available only to the AR System administrator and the IT Service Management application administrators. The Remedy Configuration Manager console is the starting point for accessing the series of forms in the Remedy Configuration Manager. The Remedy Configuration Manager console consists of four tabs.! General (described in General configuration tasks on page 177) All the configuration tasks on the General tab are present if you install Remedy Help Desk, Remedy Change Management, or Remedy Asset Management, while a smaller set of tasks is available if you install only Remedy Service Level Agreements. For more information, see the Remedy Service Level Agreements Installation and Configuration Guide.! Support Specifics (described in Support-specific configuration tasks on page 201) All the configuration tasks on the Support Specifics tab are present if you install Remedy Help Desk or Remedy Change Management. If you install only Remedy Asset Management, only the Pager Configuration configuration task is present. Configuring IT Service Management applications! 17
Remedy IT Service Management! Address (described in Configuring addresses on page 229) All the configuration tasks on the Address tab are present if you install Remedy Help Desk, Remedy Change Management, or Remedy Asset Management.! Advanced (described in Advanced configuration tasks on page 237) Configuration tasks on the Advanced tab are present for each IT Service Management application. As you install additional IT Service Management applications, additional configuration tasks are added to the Advanced tab. The tasks on the General and Support Specifics tabs are required procedures, while the tasks on the Address and Advanced tabs are optional.tasks on the General, Support Specifics, and Addresses tabs are listed as numbered steps to indicate the suggested order of performing configuration tasks for IT Service Management applications. Note: Some customers choose not to use the automatic assignment or business hours features, so they are not required to be configured in every situation. Also, the Advanced tab settings are optional because default settings have been used. However, you should review the settings on the Advance tab to make sure they are correct for your business configuration. Customizing IT Service Management applications The IT Service Management applications are built on the Remedy AR System. This allows experienced Remedy administrators, workflow developers, and consultants to extend and customize the designed behavior of the applications to meet the changing needs of your organization and integrate with other applications. Remedy offers courses for beginners through advanced workflow developers on developing applications, and a course specifically tailored to customizing the Remedy Help Desk and Remedy Change Management applications. For more information, visit the Remedy education website at: http:// www.remedy.com/solutions/services/education/ The Remedy Help Desk application is shipped with predefined processes and rules that support the business model described in this guide and the Remedy Help Desk User s Guide. 18 "Chapter 1 Remedy IT Service Management
Installation and Configuration Guide The Remedy Change Management and the Remedy Asset Management applications shipped with predefined approval processes and rules that support the business model described in this guide and the Remedy Change Management User s Guide and the Remedy Asset Management User s Guide. If you want to extend the functionality of the application, the Remedy Approval Server forms enable advanced users to define custom rules and processes. You can use the Remedy Asset Management application as shipped, or you can customize it to meet your needs. Typical customization work includes adding filters and active links to enhance workflow. For information about extending the functionality of the IT Service Management applications, access the Remedy Customer Support web site at: http://supportweb.remedy.com/ Workflow definitions in IT Service Management Workflow documentation IT Service Management applications have additional technical documentation available on Remedy Customer Support web site. For example, IT Service Management applications contains numerous menus, filters, active links, escalation definitions, and table fields that can be customized to meet your organization s needs. The Remedy Customer Support web site provides documents that will assist you in modifying IT Service Management applications. You can access the Remedy Customer Support web site at: http://supportweb.remedy.com/ The PDF workflow documentation on the Remedy Customer Support web site includes reports on IT Service Management workflow definitions of the product as shipped. The documents include:! Data Dictionaries! Active Link Definitions! Escalation Definitions! Filter Definitions! Form Definitions Workflow definitions in IT Service Management! 19
Remedy IT Service Management! Guide Definitions! Menu Definitions Also available in PDF format are:! Entity Relationship Diagrams! Data Flow Diagrams! Join Form Trees You can access the Remedy Customer Support web site at: http://supportweb.remedy.com/ Field lists Many character fields provide lists from which users can select options rather than entering data manually. These lists enable users to make selections conveniently and help to make sure data is consistent. IT Service Management uses configurable menus to provide the following benefits:! Simplified presentation of options within any Remedy application form! Dynamic, three-tiered asset categorization (Category, Type, and Item)! Convenient access to predefined reports The following figure shows a sample list for the Category field in the Asset Record form. For more information about configuring lists, see the Developing AR System Applications: Basic guide. Filters A filter is a mechanism that causes a set of actions to occur on the AR System server when specific conditions are met. For example, the IT Service Management applications use predefined filters to notify asset users of changes in asset status. 20 "Chapter 1 Remedy IT Service Management
Installation and Configuration Guide Filters can also be used to establish rules for valid data entry. For example, if certain fields need to be filled in before a request can be submitted, a filter can activate a message indicating which fields need to be filled in. For more information about filters, see the Developing AR System Applications: Basic guide. Active links Escalations The IT Service Management applications use predefined active links to retrieve and update information. An active link is an action or a series of actions that are conditionally interpreted after being triggered when a user performs an operation, based on the set of permissions assigned to that user. The interpretation occurs on the AR System client in the current form window. For example, you might define an active link that displays a list of all problems reported for the current workstation whenever a user presses Return in the Workstation field. An escalation is a mechanism for checking a set of conditions on a regular basis and performing one or more actions when those conditions are met. For example, the Remedy Asset Management application includes predefined escalations to issue notification of impending expiration dates for leases, warranties, software, maintenance, and support contracts. These notifications are associated with the Lease, Warranty, Support, Maintenance, and Software forms. You can customize these notifications to specify how many days before expiration a notification should be issued (for example, 30 days) and the individuals that should be notified. For more information about escalations, see the Developing AR System Applications: Basic guide. Workflow definitions in IT Service Management! 21
Remedy IT Service Management Table fields Table fields enable users to view specific fields and requests from another (supporting) form or from the original form in a spreadsheet format. Each column title in the table field represents a field (from the supporting form), and each row represents an entry from the supporting form. If new entries are made to the supporting form, the user will see them when the table is refreshed. For more information about table fields, see the Developing AR System Applications: Basic guide. Internationalization and localization The Remedy IT Service Management applications are built on the AR System, which is a fully internationalized environment. This environment includes internal support for different character sets and a full suite of features that allow administrators to produce localized applications. In addition, there is support for a locale model where a user can specify their language and formatting preferences to have the application delivered in the style that is the most useful to them. This includes being able to deliver the same application in multiple languages with different formatting to different users simultaneously. In the Remedy IT Service Management release, you can select different language packs to be installed during installation of an IT Service Management application. To add language packs not selected during the initial install, the installation must be run again. English serves as the default language on all platforms, and you cannot deselect it during installation. 22 "Chapter 1 Remedy IT Service Management
Installation and Configuration Guide You can install any of the Remedy IT Service Management applications in different display languages as long as the data language is compatible with the display language. See Data language and display language on page 23 for more information. When you first install one of the IT Service Management applications, you will need to select the data language and the display language (language pack) you want to use. For upgrade installation, English is the only data language option. Internationalization and localization defined Internationalization is the enabling of a development environment like AR System to support multiple languages and formatting options. An environment that is enabled in this way is one that can work with different languages, including those that use multiple bytes to represent each character, like Japanese and Chinese. This environment should also recognize and support various formatting options for dates, times, numbers with decimals, and other items that have formats that conform to the definitions of various languages and cultures. Localization is the process of customizing messages, labels, and formats for a specific language within an internationalized environment. If the environment is not internationalized, it makes it difficult to localize. Data language and display language If all of your users work and communicate using a single language, then the data language and display language that they use are the same. However, if you have users in different locations using the same server (for example, users in England, France, and Germany), then you will need to pick a common data language in which the users will enter and search for data. Typically, this data language is the most common across all of your user locales. You can only choose one data language for each IT Service Management Suite installation, and this is selected during application installation. This requirement guarantees that users in France can find help desk tickets created in Germany or England because they are working with data in their common language. Internationalization and localization! 23
Remedy IT Service Management The AR System provides many ways to localize the forms that users use to work with the data. The form views that are localized appear in the display language. Users can choose the display language that is closest to their country s language. Hence, French users can see labels, error messages, and online help in their country s language. Note: At this time, support for online help in multiple display languages is not available. Additional display languages can be added after the application is installed. For example, if an office is opened in Holland, a Dutch language pack could be added to the application. AR System 5.1.2 and higher supports data input and display languages in the following configurations:! Western Europe: Danish, Dutch, English, Finnish, French, German, Icelandic, Italian, Norwegian, Portuguese, Spanish, and Swedish.! Central Europe: Albanian, Croatian, Czech, English, Hungarian, Polish, Romanian, Serbian, Slovak, and Slovenian.! Baltic: English, Estonian, Greenlandic, Lappish, Latvian, and Lithuanian.! English only (ASCII character set).! Traditional Chinese and English.! Simplified Chinese and English.! Japanese and English. AR System supports mixed language client-server environments if the languages belong to the same language group (listed above) and both AR System server and AR System clients are running on a localized operating system with a localized version of the database; otherwise, characters may not be properly handled and displayed. 24 "Chapter 1 Remedy IT Service Management
Chapter 2Installing Remedy Help Desk This chapter contains procedures for installing the Remedy Help Desk application and online help. The instructions assume that you have completed installation of Action Request System (AR System) 5.1.2 or higher or have upgraded to AR System 5.1.2 or higher. Topics include:! Before you upgrade prerequisites and scenarios (page 26)! Installation prerequisites (page 28)! Upgrading from a previous version of Help Desk (page 31)! Windows Remedy Help Desk software installation (page 42)! UNIX Remedy Help Desk software installation (page 46)! Language pack installation (page 56)! Remedy Help Desk web views (page 63)! Licensing Remedy Help Desk (page 64)! Creating shortcuts to IT Service Management applications (page 64)! Creating AR System User Preference records (page 68)! Access control groups (page 70)! Notification groups (page 71) Installing Remedy Help Desk! 25
Remedy IT Service Management Before you upgrade prerequisites and scenarios Please answer the questions in the following diagram before upgrading any Remedy IT Service Management application from version 5.5 to 5.6. Do you own ITSM 5.5? No Run new ITSM 5.6 installer. Yes Is it heavily customized? Yes Did you follow the customization guidelines? No No Yes Are field IDs in the correct range? No Use migration white paper to upgrade to version 5.6. Yes Do you want to upgrade your existing application? No Run new ITSM 5.6 installer or use migration white paper to upgrade. Yes Did you back up your database? No Back up your database. Yes Run the upgrade installer. The upgrade installer runs when you install Remedy Help Desk 5.6 over Remedy Help Desk 5.5. 26 "Chapter 2 Installing Remedy Help Desk
Installation and Configuration Guide Important: Back up your database It is highly recommended that you back up your database before upgrading Remedy Help Desk 5.5 to 5.6. If the upgrade installation does not succeed, you must perform a manual upgrade from your recovered database using the instructions in the Remedy Help Desk Data Migration Version 5.5 to 5.6 white paper. Read the following information before proceeding with your upgrade installation:! Make sure that, if you have customized your application, your field IDs are in the specified customer range for your application. For more information, see the Developing AR System Applications: Basic and Developing AR System Applications: Advanced guides.! If you have heavily customized your application, do not run the upgrade installer. See the migration white paper for your application for instructions on upgrading from 5.5 to 5.6.! All versions of Remedy IT Service Management must be the same on the server where they are installed. Either run the upgrade installer, or start with a new installation of any Remedy IT Service Management 5.6 application.! If you have installed any Remedy IT Service Management application whose version is earlier than 5.5, the upgrade installer will detect this and terminate. You must upgrade to Remedy Help Desk 5.5 before you can upgrade to Remedy Help Desk 5.6. Note: You cannot use the upgrade installer to upgrade to Remedy Help Desk 5.5. A migration white paper for customers migrating from previous versions of IT Service Management applications is available on the Remedy Customer Support web site at: http://supportweb.remedy.com/! If you have installed Remedy Change Management, Remedy Asset Management, or Remedy Service Level Agreements version 5.6 and you attempt to install Remedy Help Desk 5.6, the installer will terminate. Remedy Help Desk must be installed before any other application in a combination installation. Before you upgrade prerequisites and scenarios! 27
Remedy IT Service Management! If you attempt to install version 5.6 of any Remedy IT Service Management application and the installer detects version 5.5 of any other IT Service Management application, you will be asked to run the upgrade installer to update the 5.5 applications. Read the following installation scenarios:! Example 1: If you attempt to install Asset Management and Change Management 5.6 and version 5.5 of these applications is detected on the server, you will be prompted to run the upgrade installer to upgrade these applications.! Example 2: If you attempt to install Asset Management 5.6 over an existing installation of Help Desk 5.5 and Change Management 5.5, the installer will detect the older version and you will be prompted to run the upgrade installer. The upgrade installer will upgrade Help Desk 5.5 and Change Management 5.5 to Help Desk 5.6 and Change Management 5.6. However, you will need to rerun Asset Management 5.6 installer after you run the upgrade installer. Installation prerequisites Before installing Remedy Help Desk, make sure that the following installation prerequisites have been met. Note: For updated installation prerequisites, see the Remedy Help Desk Release Notes.! You must be a member of the Administrator and the APP-Administrator groups in the Remedy User form in order to install Remedy Help Desk.! Make sure that you have installed and licensed AR System 5.1.2 or higher, or upgraded to AR System 5.1.2 or higher on all servers and Remedy User clients that you will be using with Remedy Help Desk.! Obtain and apply patches for AR System, Remedy User, and Remedy Mid Tier that might be required for Remedy Help Desk, if any. For information, see the Remedy Help Desk Release Notes.! Make sure that Remedy Help Desk is compatible with your system. For information, see the compatibility matrix for Remedy Help Desk at: http://supportweb.remedy.com/compatibilitymatrix/index.html 28 "Chapter 2 Installing Remedy Help Desk
Installation and Configuration Guide! Make sure that you install on a Windows system with a minimum of 512 MB memory and at least 320 MB free disk space for each IT Service Management application, or on a comparable UNIX system.! You need at least 300-450 MB of disk space for the database, but you might need more depending on the number of records and the database you re using. Depending on the database you are using, make the following adjustments:! For Oracle, set tablespace, temporary tablespace, and rollback segments. Set arsys1 = 500 and artmpf = 150. Add the optional, but recommended, rollback segment to the init<oraclesid>.ora file in the $ORACLE_HOME/dbs directory.! For Microsoft SQL Server, for the data and log devices, set ardata = 450 and arlog = 300. For SQL Server 7, to prevent the transaction log from filling up during installation, purge the log often, or set the Truncate log on checkpoint database option.! For Sybase, change the minimum page size to 4 KB. For information about increasing the page size, see your Sybase documentation. For the device sizes, set ardata = 450 and arlog = 300. To prevent the transaction log from filling up during installation, purge the log often, or set the Truncate log on checkpoint database option. 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 [Physical Memory] max memory = 128000 [SQL Server Administration] procedure cache size = 6400! For IBM DB2 7.2 and 8.1, expand the application control heap size (APP_CTL_HEAP_SZ) to at least 5120 pagesize on your DB2 database server by running the following DB2 command before installing Remedy Help Desk: UPDATE DB CFG for ARSYSTEM using APP_CTL_HEAP_SZ 5120 Stop and restart the database instance after you update the heap size. Installation prerequisites! 29
Remedy IT Service Management! For DB2, Size of User Tablespace = 500 and Size of Temporary Tablespace = 200.! If you have a newly installed or upgraded AR System server, verify that you have the following forms on your server. These forms must exist on the server:! Group! User! AR System Currency Codes! Report Also verify that there is data in the AR System Currency Codes form, including code USD, JPY, and GBP.! To access Remedy Help Desk on the Web, install a supported web server and Remedy Mid Tier. In ServletExec, Java Virtual Machine settings, you must change the Maximum Heap Size to 300000 KB or more. To access the ServletExec Administration page, enter the following URL in your browser: http://<mid_tier_server>/servlet/admin For a list of supported web servers, see the compatibility matrix for Remedy Mid Tier at: http://supportweb.remedy.com/compatibilitymatrix/index.htm! If you want to use email notifications, install the Remedy Email Engine. For information, see the Email Engine Guide. Otherwise you can use Remedy Alert for notifications.! If you want to use Remedy web services for integrations between Remedy Help Desk and third-party applications, Remedy web services must be installed. For information, see Web services for Remedy IT Service Management applications on page 315. 30 "Chapter 2 Installing Remedy Help Desk
Combination installations Installation and Configuration Guide If you are installing more than one Remedy IT Service Management application, read the following:! If you are installing Remedy Help Desk and any other IT Service Management application, install Remedy Help Desk first.! Install Remedy Approval Server next (required for Remedy Asset Management and for Remedy Change Management).! Install Remedy Asset Management and Change Management in any order, but after installing Remedy Approval Server. Note: You cannot install any IT Service Management application on a server on which Remedy Help Desk Small Business Edition is installed. Upgrading from a previous version of Help Desk Upgrading from Remedy Help Desk 5.5 to Remedy Help Desk 5.6 is now supported. You can upgrade the Remedy Help Desk 5.5 application on a Windows system or a UNIX system. Users running the upgrade installation must be a member of the Windows Administrators group. Important: Please make sure you read the section Before you upgrade prerequisites and scenarios on page 26 before continuing with this section. Windows Remedy Help Desk software upgrade installation You must upgrade the Remedy Help Desk application on the same system where Remedy Help Desk 5.5 and the AR System server are installed. The upgrade installation must be performed locally. Tip: To install the application more quickly, no users should be logged in to the system during the installation. You can enforce this by putting the AR System server in Administrator Only mode. You can also select the Disable Escalation check box to insure that no escalations run during the installation. Upgrading from a previous version of Help Desk! 31
Remedy IT Service Management " To upgrade Remedy Help Desk on Windows: 1 Make sure that the Remedy AR System server to which the Remedy Help Desk application will connect is already running. 2 Run the Setup.exe file located in the Remedy Help Desk upgrade CD or in the ESD download directory. The Welcome screen appears. 3 Click Next. The Software License Agreement screen appears. 4 Review the agreement and click I Agree. 32 "Chapter 2 Installing Remedy Help Desk
Installation and Configuration Guide The Enter Required Information For Remedy Application Upgrade screen appears. To import the Remedy applications into the AR System, the installation program needs to use the AR System administrator user name and password. 5 Select the AR System server to use for Remedy Help Desk, and enter the user name and password for the selected AR System server. The default administrator login for a new AR System installation is the Demo user name and no password. Important: To keep AR System secure, add a password for this user as soon as possible. 6 Click Next. Upgrading from a previous version of Help Desk! 33
Remedy IT Service Management The Choose Destination Location screen appears. 7 Click Browse to select the destination folder for the Remedy Help Desk software. The default folder is c:\program Files\AR System Applications\<server name>\remedy Application Upgrade. The upgrade installer detects the path of the individual applications, and updates those files automatically. To install two or more Remedy Help Desk applications for different AR System servers on this computer, install each application into a separate folder. 8 Click Next. The Start Copying Files screen appears. 34 "Chapter 2 Installing Remedy Help Desk
Installation and Configuration Guide 9 Review the settings and click Next to continue or Back to make any changes. After all files are copied and the workflow is loaded, a message appears that provides the location of the log files. Note: The copying and loading process can take several hours. 10 Click OK. The Remedy Application Upgrade installation is complete screen appears. 11 Select the check box to view the installation log, and click Finish to complete the installation. If you have any problems with the installation, see Installation issues on page 309. UNIX Remedy Help Desk software upgrade installation In general, you should perform the Remedy Help Desk upgrade installation as a root user. However, you can perform the installation as a non-root user. Note: The upgrade installer will upgrade all IT Service Management applications installed on your server to version 5.6. When you run the upgrade installer as a non-root user, some system configuration files might need to be updated manually. If the upgrade installer script detects a non-root install, it lists the names of the files that need to be manually updated and tells where to find the installation logs that list the information that needs to be added. If you do not have permissions required to update the configuration files, you must ask your UNIX system administrator to update them before using Remedy Help Desk. Obtaining Remedy Help Desk software on the Web If you purchased the UNIX software through the Electronic Software Distribution (ESD) process, follow these steps to access the software. Note: The installation and upgrade installation files are located in the same UNIX package file. " To obtain the Remedy Help Desk software on UNIX from the Web: 1 Create a download directory and download the ESD files to it. 2 Copy the downloaded directory and its contents to the location from which you will install Remedy Help Desk. Upgrading from a previous version of Help Desk! 35
Remedy IT Service Management 3 Change to the directory containing the copy of the downloaded files. 4 Change to the directory containing the install programs. 5 Uncompress the tar.gz file (for example, HD_560_501_01.solaris.tar.gz) which contains the UNIX installation and upgrade installation files for Remedy Help Desk. Use the gunzip utility to uncompress the file by entering the following command: # gunzip package_<platform>.tar.gz where <platform> is Solaris, HP-UX, AIX, or Linux. If you do not have the gunzip utility, you can download it from the gzip home page: http://www.gzip.org 6 To retrieve the installation program file, enter the following command: # tar -xvf package_<platform>.tar where <platform> is Solaris, HP-UX, AIX, or Linux. Running the Remedy Help Desk application upgrade installation script This procedure contains instructions for upgrading the Remedy Help Desk application on UNIX. The script writes log files to: /usr/tmp/upgrade/ Tip: To install the application more quickly, no users should be logged in to the system during the installation. You can enforce this by putting the AR System server in Administrator Only mode. You can also select the Disable Escalation check box to ensure that no escalations run during the installation. " To upgrade Remedy Help Desk on UNIX: 1 Make sure that the AR System that the Remedy Help Desk application will connect to is running. 2 Access the upgrade installation software. If you are installing from the Remedy Help Desk installation CD: a Mount the CD locally or remotely. 36 "Chapter 2 Installing Remedy Help Desk