Edge Documentation

{{#vardefine:pim_version|pimE}}
{{#vardefine:pim_name|remedy.midtier_pimE}}
{{#vardefine:pim_vendor|BMC Software}}
{{#vardefine:pim_title|Remedy Action Request System (ARS)}}
{{#vardefine:pim_prodvers|9.0,9.1}}
{{#vardefine:portal_minversion|4.6.1}}
{{#ifeq: "{{{version}}}" | "5.3" |{{#vardefine:portal_version|5.3}}|{{#vardefine:portal_version|5.4}}}}
{{DISPLAYTITLE:{{#var:pim_vendor}} {{#var:pim_title}} {{#var:pim_version}}}}
[[Category:Integrations]]
This page documents the enPortal integration for {{#var:pim_vendor}} {{#var:pim_title}}.

{{#ifeq: "5.3" | "{{#var:portal_version}}" |
If you are using portal version 5.4 or above please click [[Special:Call/:integrations/bmc/{{#var:pim_name}},version=5.4|here]] for the integration documentation applicable to it |
If you are using portal version 5.3 or earlier please click [[Special:Call/:integrations/bmc/{{#var:pim_name}},version=5.3|here]] for the integration documentation applicable to it }}

* <b>Vendor</b>: {{#var:pim_vendor}}
* <b>Product</b>: {{#var:pim_title}}
* <b>Supported Version(s)</b>: {{#var:pim_prodvers}}
* <b>Name of enPortal Integration Package</b>: {{#var:pim_name}}
* <b>Required enPortal Version</b>: {{#var:portal_minversion}} and above


The following section documents supported platforms, installation, and configuration of the {{#var:pim_title}} Product Integration Module on enPortal versions {{#var:portal_minversion}} 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 ==

{{PIM_INSTALL|{{#var:pim_name}}|{{#var:pim_title}}|{{#var:portal_version}}}}

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

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


=== Channel Types ===

{{PIM_CHANNEL_TYPES|BMC Remedy Mid Tier}}
<!--- add additional channel types below-->
* AppFormView - Channel that accesses the Remedy Mid Tier application form <tt>(uri: /apps/${shim:channel.field.server}/${shim:channel.field.app}/${shim:channel.field.form}/${shim:channel.field.remedyview} </tt>
* Form View - Channel that accesses the Remedy Mid Tier form <tt>(uri: /forms/${shim:channel.field.server}/${shim:channel.field.form}/${shim:channel.field.remedyview} </tt>
* ViewFormServlet - Channel that access a Remedy Mid Tier form <tt>(uri: /servlet/ViewFormServlet)</tt>

=== Configuration ===

{{PIM_CONFIGURATION|{{#var:pim_name}}|{{#var:pim_title}}|{{#var:portal_version}}}}

=== 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:

<pre>arsystem.compression_index=2</pre>

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

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



=== Create Channels ===

{{PIM_CREATE_CHANNELS|{{#var:pim_name}}|{{#var:pim_title}}|{{#var:portal_version}}}}


=== Known Issues ===

The following known issues are associated with this PIM:

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

=== License Usage ===

{{PIM_LICENSE_USAGE|{{#var:pim_name}}|{{#var:pim_title}}}}


=== Version Support ===

{{PIM_VERSION_SUPPORT|{{#var:pim_name}}|{{#var:pim_title}}|{{#var:portal_minversion}}|{{#var:pim_prodvers}}}}

== Upgrades ==

=== Upgrading from an older version ===

{{PIM_UPGRADE_OLD|{{#var:pim_name}}|{{#var:pim_title}}}}


=== Upgrading to a newer version === 

{{PIM_UPGRADE_NEW|{{#var:pim_name}}|{{#var:pim_title}}|{{#var:portal_version}}}}


== Uninstall ==

{{PIM_UPGRADE_UNINSTALL|{{#var:pim_name}}|{{#var:pim_title}}|{{#var:portal_version}}}}