Edge Documentation

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

* <b>Vendor</b>: Remedy
* <b>Product</b>: Remedy Mid Tier (ARS)
* <b>Supported Version(s)</b>: 7.6
* <b>Name of enPortal Integration Package</b>: remedy.midtier_pimC
* <b>Required enPortal Version</b>: 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.


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


=== Operating System ===
Please see the list of supported Operating Systems on the [[System_Requirements|System Requirements]] page.


=== 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.


=== Web Browser ===
Please see the list of supported Web Browsers on the [[System_Requirements|System Requirements]] page.


== Installation ==

Perform the following steps to install the Remedy Mid Tier PIM:
# Install AppBoard/enPortal as detailed in the [[Installation|Installation]] documentation
# Download the file remedy.midtier_pimC.jar
# Start enPortal and login as an administrator
## User Name: administrator
## Password: administrator
## Domain: System
# Under the <b>Advanced</b> tab, select <b>PIMImport</b>
# Click the <b>Browse...</b> button
# Locate the Remedy Mid Tier package.jar file in the Open dialog
# Click the <b>Start</b> button to extract the files from the PIM .jar archive
# Under the <b>Advanced</b> tab, select <b>XMLImport</b>
# Click the <b>Start</b> button to load the PIM into the system
# Confirm that the following message is displayed: "Import completed; loaded the following file(s): load_remedy.midtier_pimC.txt"
# Under the <b>Advanced</b> tab, select <b>Explore System</b>
# Navigate to the /Directory/system/proxy/ folder and locate the “Manage Proxy” channel
# Right-click on the “Manage Proxy” channel and select <b>Open</b> to launch the channel
# In the Manage Proxy tool, click “Reset All”
# Refresh the browser
# Re-start AppBoard/enPortal to load java class associated with this pim into the system

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


=== 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

=== Configuration ===

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

# Click on the <b>Applications</b> tab
# Right-click on the name "sample" in the row labeled "Remedy Mid Tier PimC" and select "Modify"
# Fill in the items in the <b>Modify Application Wizard</b> dialog:
## Select the protocol used to access your Remedy Mid Tier server (http or https)
## Change the host name from "changeme" to the hostname or ip address that will resolve to your Remedy Mid Tier server
## Change the port to the port number of your Remedy Mid Tier server
## Click "Save"
# Click on the <b>Integrations</b> tab
# In the Explorer, under Packages, expand the remedy.midtier_pimC tree and click on the <b>Sample</b> target.  Confirm that the information you entered is displayed for your Remedy Mid Tier server
# Under the <b>Sample</b> target, click on the <b>Home</b> channel.  A login prompt should be displayed.
# 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.


=== 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:

# Click on the <b>Applications</b> tab
# Right-click on the name "sample" in the row labeled "Remedy Mid Tier PimC" and select a channel type
# In the "Channel Name" box, enter the name you want to give to the new channel
# For "Channel Type", select "3rd Party Pims"
# Click <b>Next</b>
# Click <b>Finish</b>
# Click on the Integrations tab
# 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.


=== Version Support ===

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

{| class="wikitable" border="1" style="background-color:#eeeeee;"
|+ align="bottom" style="color:#e76700;" |''Version Support''
|-
! width="150" | Package Name
! width="150" | enPortal Version
! width="150" | Remedy Mid Tier Version
|-
| remedy.midtier_pimC
| 4.4.1.2-20041005.1221 +
| Remedy Mid Tier (ARS) Version 7.6
|}

{{Tip|To see the current enPortal version, run the <tt>portal version</tt> command from the <tt>[AppBoard_Home]/server/bin</tt> directory.}}


== Remedy Mid Tier Upgrades ==

=== 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


=== 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:

# 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
## If the new Remedy Mid Tier version is supported by the existing PIM that you have installed, perform the following steps:
### Click on the <b>Applications</b> tab
### Right-click on the row for the old Remedy Mid Tier server and select "Modify"
### Update the protocol, host, and port to reference the server where the new version of Remedy Mid Tier is running
## 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:
### Download the new PIM version from the PIM download site
### Follow the steps in the Installation section above to install and configure the new PIM version
### Re-create all Remedy Mid Tier channels to reference the new PIM
### [Optional] Perform the steps outlined in the Uninstall section below to remove the old PIM from the system


== Uninstall ==

{{Warning|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:

# Click on the <b>Integrations</b> tab
# In the Explorer, under Packages, locate the remedy.midtier_pimC integration
# Right click on the integration name, and select "Delete"
# Click "Ok" to confirm that you want to delete the integration package