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MyIT & MyIT Service Broker 3.2 is available. This release is also compatible with Remedy ITSM 8.0 and later & TrueSight 8.6, 9.0, 10.0 & 10.1.




Feature Highlights


  • Quickly find what you're looking for with our new Navigation Bar
  • Upload Custom Icons to your Requests
  • New Device style and Notification Alerts
  • Receive Bell Notification with Service Request Comments
  • Review Knowledge Articles and provide Feedback or Comments
  • Map HRCM Requests to Appointments
  • Cancelling a HRCM Appointment also Cancels the associated HRCM Request
  • Support for High Availability to include the AlwaysOn feature.
  • Check MyIT Health Status using our new Web Utility
  • Run MyIT Diagnostics for an in-depth Tech Status
  • MyIT Service Broker Style & Quantity Enhancements
  • Impersonate with MyIT Service Broker Integration
  • Export & Import Services into MyIT Service Broker
  • MyIT Service Broker CMDB Integration
  • Cross Launch to External Systems
  • New MyIT Service BrokerConnectors



MyIT Enhancements


Universal Client Design


New look and feel for the Universal Client.



Choose your own custom icons for Service Requests.

Select Icon.PNG



Before After Icons.PNG

Share deep links to Categories.




Device Design


Restyled Device with easier navigation.


New Login Background.PNG




Condensed Navigation.PNG


Restyled Catalog & new Alert banners.



Bell Notification


If a Service Request has been updated you'll see a new Bell notification in the Client.




Knowledge Article Enhancements


Quickly flag a KA in MyIT and send the feedback to BMC Remedy Knowledge Management.






MyIT KA Comments are reflected in BMC Remedy Knowledge Management.





Check out the most popular HR Articles or Solutions in MyIT.




Map HRCM Requests to Appointments


You can now map HR as well as SRM Requests to Appointments.


Just like a Service Request, if you cancel an Appointment it also cancels the associated HRCM Request within BMC HR Case Management.




MyIT Health Check Utility


For a quick Health check just add "healthcheck" to the end of your URL as shown below.



MyIT Diagnostic Utility


Save time on root cause analysis by running MyIT Deep Dive diagnostics




MyIT Service Broker Enhancements


MyIT Service Broker Integration Style


New look and feel for MyIT Service Broker Requests.



Pick and choose your own items within a Bundle.





Provide the ability for someone like an administrator to impersonate another user.



Experience logging into another users profile and submitting Services on their behalf.






Choose the number of Service Broker Requests you want to submit.




Once submitted view the quantity from "My Activity".




Import & Export Services


Import multiple Services retaining workflow and questions.



CMDB Integration


Associate natively created MyIT SB Services to your Service Model.

CMDB Integration.png

Link-out Functionality


Cross launch to external systems.


SB LaunchExternal.png





Leverage even more Applications or Services.

SB Connectors.PNG


Next Steps


  • Read everything you need to know about MyIT & MyIT Service Broker online.
  • Download and enjoy !


For a comprehensive summary of all MyIT & MyIT Service Broker enhancements please refer to the documentation links below:



MyIT Service Broker


To listen to Product Management provide an overview please check out the video below !


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MyIT 3.1 is available !


This release is also compatible with Remedy ITSM 7.6.04 SP2 and later & TrueSight 8.6, 9.0, 10.0 & 10.1. You can now upgrade directly from several releases (2.5, 2.6 & 3.0).





Feature Highlights


  • Use BMC MyIT to open HR cases and search HR knowledge articles (available since 3.0 SP1)
  • Upgrade an existing BMC MyIT server and integrate it with BMC HR Case Management.
  • MyIT Service Broker integration enhancements
  • Browse through Categories (available since 3.0 SP1)
  • Add Knowledge articles to a section
  • Be selective with your search results and preview knowledge articles
  • Share Deep link Service Requests, Knowledge Articles, Catalog sections and Service Broker profiles
  • Quickly view comments or updates using Deep link email notification
  • Open AIF in new window is optional
  • MyIT Appointments can now generate Service Requests or Incidents
  • If your installation/upgrade failed, you can now correct the error and rerun the installer




HR Case Management

HR Case ManagementUC.PNGHR Case Management.PNG




MyIT Service Broker










Knowledge Catalog section

Choose KA.PNGRKM Bucket.PNG


Advanced Search & Preview

MyITSearch.PNG RKM Preview.PNG


Deep link Share

MyITShare1.PNG MyITShare2.PNG MyITSearch3.PNG


Deep link email notification






Configure Service Request appointment



AIF iFrame









A comprehensive summary of all MyIT & MyIT Service Broker integration enhancements is available here


Next Steps


  • Read everything you need to know about it here
  • Download MyIT & enjoy !
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MyIT leverages the power of social media to help your employees take Digital innovation to the next level.  We live in an age where collaboration needs to be seamless and information has to be just a few clicks or taps away. 




Social Data Model


MyIT Social is a combination of Node.js (java script engine) and MongoDB.




When you log into the Universal Client and look at the Updates tab, most of this activity stream is actually being retrieved from MongoDB. For example whenever you comment, like, share or view the timeline you are actually inserting/viewing  this information to and from MongoDB.





As you can see from my illustration below, the Web UI layer (Angular.js) utilizes Node.js to send and retrieve data to and from MongoDB. This works particularly well as both Node.js and MongoDB use Javascript and JSON.



So what happens when you create or update a Service Request from MyIT or the Mid-Tier ?


1) Tomcat communicates directly to AR System via the REST API

2) Workflow is triggered and data is copied to the relevant AR System forms

3) The SEM plugin is called and a reference of the SR is created in Social


So let's see what happens under the hood when you post something on the wall:


1) Tomcat makes a POST request


Reqest is made with the following payload:


{"text":"Anyone know where Tom is ?","type":"microblog"}  (This will be converted into the social API parameter)


2) The Service layer (Tomcat) then calls the Social service API (node.js)




Data is inserted into MongoDB at this point a response is sent back to social:


[2016-02-25 04:47:33.811] [INFO] [default] - POST params:{"userId":"appadmin","tenantId":"000000000000001","text":"Anyone know where Tom is ?"}

[2016-02-25 04:47:33.833] [DEBUG] [default] - New microblog created for id:56cedbc589ac8ed009e6fc8a



id - This is only for a microblog

guid - This is for INC/REQ/WO


And for the activity stream:


1) Tomcat makes a GET request


2) The Service layer (Tomcat) then calls the social service API (node.js)




...and the response is sent back.


Activitystreamrespons1.PNG Activitystreamrespons2.PNG


As you might have guessed, we need both Node.js and MongoDB to be fully functional to use MyIT. So how can you find them ? Well, you'll find node.js running as a process on Linux:




In the event you make any changes to the config.js (social configuration file in the social directory) or you need to restart it, you'll find the startup/shutdown scripts in the "/etc/init.d" directory. If they're registered you can also restart by using the stop/stop command as shown below:



If you're looking for it on Windows, node.js is actually listed as a service called "MyITSocialService"



Now that we've gone through Node.js, let's get into more depth about it's humongous partner in action - MongoDB. At a high level, MongoDB is a document-oriented DBMS, similar to MySQL but with JSON-like objects comprising the data model rather than RDBMS tables. For those of you familiar with SQL, the following illustration will help you understand the terms:



Connecting to MongoDB


MyIT/Smart IT is shipped with MongoDB but if you're planning on setting up a replication set you'll need to download the package from and configure it (see link at the bottom of this blog).

You can connect to MongoDB by navigating to the mongo "bin" directory and typing "mongo". In the screenshot below I'm connected to our Social Database (social) which is created when you run the MyIT/SmartIT installer. By default, mongo enters the shell and connects to the "test" database but you can easily switch over to social by typing the "use  social" command.





The other alternative is to use a GUI such as UMongo, RoboMongo or MongoChef.  In the example below I'm using MongoChef to connect to the primary MongoDB Server of my Replication set.


Note: The secondary servers are set up for write only which is why I'm connected to my primary to read the data. On the other hand, if I was already connected to the shell on secondary I could just type "rs.slaveOK()" and this will allow read operations to run.


MongoChefSetup.PNG MongoChefSetupUser.PNG


As soon as the connection is successful you'll see a nice graphical representation of your Social DB.There are some additional features of this tool such as "intellishell", "Query builder" and "Export". "Intellishell" allows you to quickly open the shell from inside the GUI and execute commands as normal. "Query builder" is particularly useful if you're performing complex searches and "Export" helps you export out as many collections as you like.




The following table will give you an idea what each collection contains:




MongoDB Replication


Replication is the process of synchronizing data across servers to ensure high availability so if you're running in a production environment it's highly recommended you consider this.


The following three-member replica set has two secondary members. The secondaries replicate the primary’s oplog and apply the operations to their data sets.


Replication Set.PNGMongoDBReplicaSet.png


When a primary does not communicate with the other members the replica set will attempt to select another member to become the new primary. The first secondary that receives a majority of the votes becomes primary.


MongoDB 3.0 Wired Tiger


Starting with MyIT 3.0 we now bundle MongoDB 3.0 which comes with Wired Tiger - MongoDB's new high performance Engine. It isn't setup by default when you install MongoDB so there are two ways of enabling it:


a) For a new setup, follow the steps in our MongoDB documentation at the bottom of this Blog.


b) From an existing MongoDB 3.0 replication set without WT enabled


1) Stop MongoDB on one of the secondary’s

2) Add "storageEngine = wiredTiger" to the mongo.cfg file

3) Backup & delete the data in the mongodata directory

4) Start MongoDB and the data will be copied over from one of the other MongoDB servers in the replication set.


Note: The format of the Mongo data will now change to Wired Tiger.


Wired Tiger Format.PNG


5) Go to current primary and do "rs.stepDown()" and stop the mongo service


This will force the database into secondary and trigger one of the other servers into primary mode.


6) Add "storageEngine = wiredTiger" to the mongo.cfg file

7) Delete the data in the mongodata directory

8) Start MongoDB

9) Stop your remaining secondary

10) Add "storageEngine = wiredTiger" to mongo.cfg

11) Start MongoDB


Troubleshooting MongoDB/Node.js


If there's a problem with node.js you may see your data dissapear from the Universal Client and a connection error:




MongoDB on the other hand might just show a spinning wheel:



In the event you see either of these symptoms:


  • Check the MongoDB and the Social Services are running


a) For MongoDB on Linux issue the following command:


[root@clm-aus-000627 ~]# ps -ef | grep mongo

root    15236    1  0 Aug17 ?        06:52:24 /opt/bmc/Smart_IT_MyIT/Smart_IT_MyIT/mongodb/bin/mongod --fork -f /opt/bmc/Smart_IT_MyIT/Smart_IT_MyIT/mongodb/mongod.cfg

root    16254 16220  0 03:03 pts/5    00:00:00 grep mongo


Notice the mongod process above is running. If you don't see it, start it by issuing the following command:


[root@clm-aus-000627 ~]service myitmongod start


For Windows simply highlight the service to start or stop.




b) Check Node.js on Linux by using the grep command:


[root@clm-aus-000627 ~]# ps -ef | grep node




....and if this command isn't returning anything, you can start it by issuing the following command:


[root@clm-aus-000627 ~]service socialserviced start


Same again for Windows, just highlight the service to start/stop.




Some additional things to check are as follows:


  • Check Social service health:


Pre-MongoDB 3.0



{"success":"Hello World"}


MongoDB 3.0







  • Open the UX log located in the SmartIT MyIT log directory and search for anything related to social
  • Open the mongo log (path specified in the mongod.cfg) and look for any exceptions
  • Make sure you have diskspace (linux command is "df -h").
  • Check your JRE version is supported (java  -version)
  • If using a replication set check the config.js file (located in the social directory) is pointing at the right nodes.
  • Check all hostnames are all resolvable by pinging them
  • Try telneting to the hostname/IP address
  • Check node.js and mongo ports are not being used by another process (node is 9001 and mongo is 27017)
  • Tomcat queries Mongo for a key (held in the MongoDB) to authenticate so check to make sure it's being returned by entering the following in your browser:




You should get something like this:


"key": "01a86963-b8e8-e19c-4bb0-ffaf30a9d209“


  • If using Linux, check what the ulimit values are set to by typing "ulimit -a" from the command line.

Reccomended Ulimits.PNG

  • If MongoDB starts crashing on your Linux system check your system log by typing "dmesg" or the following:


[root@clm-aus-000627 ~]# grep mongod /var/log/messages


For MyIT/SRM integration, check the following:


  • Open the SHR:SHR_KeyStore form and ensure the MyIT URL is correct & the token/secret is the same as the one in the file on the MyIT Tomcat Server.


  • Open the "pluginsvr_config.xml" file on the AR Server and check the path references to the plugin file are correct
  • Ensure plugin reference in the ar.cfg is also present.


  • Open the MyIT Administration menu and make sure the SRM provider has the correct Mid-Tier path and remedy application service password

  • Enable Social Event Manager debug as follows:


a) Open the "log4j_pluginsvr.xml" in the pluginsvr directory and change these lines to debug:


<logger additivity="true" name="com.bmc.arsys.pluginsvr">

            <level value="debug"/>


   <logger additivity="true" name="com.bmc.arsys.pluginsvr.plugins">

            <level value="debug"/>


     <logger additivity="true" name="com.bmc.remedy.itsm.SocialCloud">

                     <level value="debug"/>

       <appender-ref ref="SocialCloudPluginLog"/>



b) Restart the AR Server, reproduce the problem and check/send us the SocialEventManager and arjavaplugin logs.


Note: Starting with MyIT 2.6 we replaced the social cloud plugin with the Social Event plugin.


  • For MongoDB replication set troubleshooting use the rs.status() command to check the overall health of your MongoDB replication set.


Note: If you've enabled authentication you need to be logged into the admin DB with a user who has permission to issues these commands:


myitsocial:PRIMARY> use admin

switched to db admin

myitsocial:PRIMARY> db.auth("siteRootAdmin", "admin");


myitsocial:PRIMARY> rs.status()


        "set" : "myitsocial",

        "date" : ISODate("2016-02-26T12:16:37.455Z"),

        "myState" : 1,

        "members" : [


                        "_id" : 0,

                        "name" : "clm-aus-009799:27017",

                        "health" : 1,

                        "state" : 1,

                        "stateStr" : "PRIMARY",

                        "uptime" : 6558893,

                        "optime" : Timestamp(1456485910, 1),

                        "optimeDate" : ISODate("2016-02-26T11:25:10Z"),

                        "electionTime" : Timestamp(1455196320, 1),

                        "electionDate" : ISODate("2016-02-11T13:12:00Z"),

                        "configVersion" : 3,

                        "self" : true



                        "_id" : 1,

                        "name" : "",

                        "health" : 1,

                        "state" : 2,

                        "stateStr" : "SECONDARY",

                        "uptime" : 6558889,

                        "optime" : Timestamp(1456485910, 1),

                        "optimeDate" : ISODate("2016-02-26T11:25:10Z"),

                        "lastHeartbeat" : ISODate("2016-02-26T12:16:35.755Z"),

                        "lastHeartbeatRecv" : ISODate("2016-02-26T12:16:36.715Z"


                        "pingMs" : 1,

                        "syncingTo" : "clm-aus-009799:27017",

                        "configVersion" : 3



                        "_id" : 2,

                        "name" : "",

                        "health" : 1,

                        "state" : 2,

                        "stateStr" : "SECONDARY",

                        "uptime" : 1292611,

                        "optime" : Timestamp(1456485910, 1),

                        "optimeDate" : ISODate("2016-02-26T11:25:10Z"),

                        "lastHeartbeat" : ISODate("2016-02-26T12:16:35.717Z"),

                        "lastHeartbeatRecv" : ISODate("2016-02-26T12:16:35.622Z"


                        "pingMs" : 1,

                        "syncingTo" : "clm-aus-009799:27017",

                        "configVersion" : 3



        "ok" : 1



In the example above you'll see my primary and two secondary MongoDB servers are communicating well whereas if the primary MongoDB crashes or is not reachable you'll see a failed attempt message:


myitsocial:PRIMARY> rs.status()


        "set" : "myitsocial",

        "date" : ISODate("2016-02-26T12:20:08.668Z"),

        "myState" : 1,

        "members" : [


                        "_id" : 0,

                        "name" : "clm-aus-009799:27017",

                        "health" : 1,

                        "state" : 1,

                        "stateStr" : "PRIMARY",

                        "uptime" : 6559104,

                        "optime" : Timestamp(1456485910, 1),

                        "optimeDate" : ISODate("2016-02-26T11:25:10Z"),

                        "electionTime" : Timestamp(1455196320, 1),

                        "electionDate" : ISODate("2016-02-11T13:12:00Z"),

                        "configVersion" : 3,

                        "self" : true



                        "_id" : 1,

                        "name" : "",

                        "health" : 0,

                        "state" : 8,

                        "stateStr" : "(not reachable/healthy)",

                        "uptime" : 0,

                        "optime" : Timestamp(0, 0),

                        "optimeDate" : ISODate("1970-01-01T00:00:00Z"),

                        "lastHeartbeat" : ISODate("2016-02-26T12:20:08.295Z"),

                        "lastHeartbeatRecv" : ISODate("2016-02-26T12:19:52.972Z"


                        "pingMs" : 1,

                      "lastHeartbeatMessage" : "Failed attempt to connect to 1; couldn't connect to server (172.22.239

.230), connection attempt failed",

                      "configVersion" : -1



                        "_id" : 2,

                        "name" : "",

                        "health" : 1,

                        "state" : 2,

                        "stateStr" : "SECONDARY",

                        "uptime" : 1292822,

                        "optime" : Timestamp(1456485910, 1),

                        "optimeDate" : ISODate("2016-02-26T11:25:10Z"),

                        "lastHeartbeat" : ISODate("2016-02-26T12:20:08.002Z"),

                        "lastHeartbeatRecv" : ISODate("2016-02-26T12:20:07.889Z"


                        "pingMs" : 0,

                        "syncingTo" : "clm-aus-009799:27017",

                        "configVersion" : 3



        "ok" : 1



  • If all else fails, enable social DEBUG in the config.js file as shown below then restart the social service, reproduce the problem a few times and send us the social, UX and mongo logs (all logs are located in the Smart IT MyIT log directory with the exception of the mongo log which is defined in the mongod.cfg file)





MongoDB Migration


You can migrate data easily by using mongodump & mongorestore with the following steps:


1) Take MongoDB backup using "mongodump" from existing standalone MongoDB by issuing the following command:


mongodump --host localhost --port 27017





2) Copy over the dump folder/contents to the same directory of your new MongoDB instance and use the "mongorestore" command (this command will check for the dump folder and restore all of it's contents).






MongoDB in combination with Node.js make a powerful Social Engine for MyIT/SmartIT. Please check out some or all of this content and share your feedback.


See more BMC Remedy Support Blogs



Additional Resources


  1. Introduction to MongoDB
  2. Installing and setting up MongoDB for MyIT/SmartIT (Linux)
  3. Installing and setting up MongoDB for MyIT/SmartIT (Windows)
  4. Configuring a MongoDB replica set for MyIT/SmartIT
  5. MongoChef
  6. About Node.js
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MyIT 3.0 is available for download !


This release is also compatible with BMC Helix Remedyforce and Remedy ITSM 7.6.04 SP2 and later, TrueSight Operations Mgmt 8.6, 9.0, 10.0 & 10.1


Feature Highlights


  • Create new Services in MyIT Service Broker and submit them through MyIT
  • Create new sections in your Catalog and control the order & layout in which the items are displayed
  • More device notification types with approval actions & cross launch into MyIT
  • Change Request Approvals are now visible in the Universal Client & device
  • Reopen Service Requests from your device & Universal Client
  • Quantity, Price and Required Completion date now visible
  • Track what you're following & requested items using the My Stuff tab
  • Disable/enable User Profile editing
  • MongoDB 3.0 performance enhancement with Wired Tiger


MyIT Service Broker integration


Service Broker Office.PNGService Broker Office final.PNG


Never heard about MyIT Service Broker ? Click here

Pragmatic description by Alf Abuhajleh and Simon Geddes




Catalog Order.PNGCatalog UC.PNG


Device notifications


Device Notifications.PNG


Change Approval In-App notification


In-App notification.PNG


Reopen with comments




Quantity, Price & Required Completion date




My Stuff




Disable user profile editing


User Profile.PNGWB.PNG


A summary of all enhancements is available online here.


We heard your feedback that it was hard to find administration information in the use case documentation. You can now find this information in the Administering section, information about integrations is now available in the Integrating section.

Next Steps:

  • Read everything you need to know about MyIT 3.0 here
  • Download MyIT & enjoy !

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The Zoo: Catalog sprawl is gripping our businesses. For every vendor or service type, there is yet another portal. But like a bad flee market, there's seldom anything we really need. So we turn to unauthorized shadow IT. Simon Geddes, product manager at BMC Software, joins The Zoo to talk about a new approach: IT as a Service - or IT Service Brokering - where all the tools and services the business worker needs are available in a service app store. For IT that means a single solution to manage offerings, permissions, compliance and expenditures. A win-win for the entire enterprise.

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MyIT 2.6 is GA and available for download.

This release is also compatible with BMC Helix Remedyforce and Remedy ITSM 7.6.04 SP2 and later. TrueSight Operations Mgmt The specified item was not found. 8.6 & 9.0


Feature Highlights


Check our new enhancements in more detail on BMC Docs. If you're unable to upgrade or install at the moment, here's a quick preview:


  • Handle more updates directly on your Timeline
  • View more detail in your Requests and Approvals
  • Keep up to date with interactive & informative notification
  • Comment, add videos & attachments or evaluate Knowledge Articles
  • Launch Virtual Agent (Chat) from MyIT
  • Use Remedyforce Approvals
  • Native leverage of AppZone in Remedyforce MyIT
  • Performance enhancements with our new Social Event Manager plugin
  • Host private ITSM instances sharing MyIT  (Multitenancy)


See below screenshots of some of the changes....



MyIT Comments.PNG









Knowledge Articles

Social Event Manager.PNG


The new IT.PNG


Virtual Agent

Virtual Agent.png


Remedyforce Approvals & Appzone







  1. We have replaced Virgo with Smart IT/MyIT Tomcat for the MyIT Admin Console so you can quickly switch between the Universal Client and Admin Console in one browser session.
  2. Social Events that show up on Timeline and update feed will no longer be sent to social using CAI. The new SocialEventManager.jar plugin will be used as opposed to the socialcloud.jar


Next Steps


  • Read our 2.6 documentation here
  • Download MyIT from our EPD site and enjoy !

MyIT2.6 Installer.PNG

Any insight as to how this release might help your business is welcome !

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With Amazon and Uber, on-demand self-service now is the norm in our daily life. To stay relevant, enterprise IT organizations try to mimic the consumer-side of self-service, consolidating request portals, updating user interfaces and proactively post knowledge articles about recurring issues. But in the end, we're still stuck with long forms and cumbersome processes. Larry Toube shares his views on how IT can modernize access to its service portfolios by taking an ethnographic approach to innovation – that is, let’s build apps that work like people rather than forcing people to act like apps. As an example, we’ll take a closer look at MyIT, a context-aware self-service app.

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In this blog I’d like to demonstrate how I troubleshoot problems with the Universal Client. I'm sharing my experience on Communities because others may find it helpful.


Before we start I’d highly recommend that you review the basic Architecture of MyIT/SmartIT.

The MyIT User Interface itself is built using the Angular.js framework which utilizes the MyIT Tomcat REST API via AJAX requests




When you log into MyIT you are presented with an activity stream.



All of the information here is actually stored in the Mongo Database via the MyIT Social Server (Node.js) Application.



For MyIT/SmartIT to be fully operational, Mongo DB, MyIT Tomcat and MyIT Social need to be running. Virgo which is used for the MyIT Admin Console is independent.







If you can log into MyIT but you can’t see any activity/updates check if each of these components are running. Otherwise your activity stream will be missing and you’ll see either of these messages...








The MyIT Tomcat Server initially queries the Mongo DB for a key to authenticate so to simulate this handshake, enter the following in your browser:




You should get something like this...


"key": "01a86963-b8e8-e19c-4bb0-ffaf30a9d209“


If you don’t get a response, check to make sure all of the services are up and there are no port conflicts with mongo (27017) or social (9001). If UC problems persist, turn on debug and check the UX or Catalina logs for exceptions:


Windows log file location


Program Files\BMC Software\Smart_IT_MyIT\Smart_IT_MyIT\Logs

Program Files\Apache Software Foundation\Tomcat7.0\logs


Linux log file location





On the Client side there are a number of Developer Tools which can also help.


  • Firebug
  • Internet Explorer Developer Tools (F12)
  • Chrome Developer Tools (F12)
  • Fiddler


In the example below we can see a REST call being made to the Tomcat server and if you look at the response you can see it’s having an authentication problem.


This was because of an incorrect application service password for the SRM provider which is set in the Administration Console.



Here the UC is returning a blank page but we can see a 404 response, the cause of which was an incorrect AR Server name in the file (Program Files\Apache Software Foundation\Tomcat7.0\external-conf).



...and here this page keeps loading because of a typo in the hostname for the Mongo server in the config.js file (Program Files\BMC Software\Smart_IT_MyIT\Smart_IT_MyIT\social).




In this example we can see the user tried to create an appointment for a time when no slots were available.




...and finally with the Fiddler Web Debugger we can see a network connection is being blocked to the MyIT Server.





I hope you've found this Blog useful so let us know by rating or adding a comment.


Additional Resources:


MyIT Known and Corrected Issues

MyIT 2.2 Patch 1

MyIT Tomcat Logging

How can I restart MyIT Services ?

How can I increase the MyIT Session timeout ?

MyIT 2.1 Administration Console is timing out trying to retrieve Service Requests Definitions

Login page for MyIT keeps spinning



See more BMC Pulse articles here: BMC Remedy Support Blogs

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In this blog we will understand how we can customize our Self Service Portal using Virtual Agent Branding.

Virtual Agent Branding is configured in the Virtual Agent Administration Console under Self Service Portal/Configuration.

The interfaces required are defined in the XML section.  An example interface definition is provided (disabled) with the shipping product. The shipping example is called Language – Global. It is shown below,

The self service interface is an HTML paged called arhome.html. When arhome.html is opened the settings in the <interface> item that meets certain criteria are provided to arhome.html and adjustments made to the HTML page when it is displayed.

The configuration for an “interface” SSP option includes the following XML elements:

  • <code> - Allows you to specify a language code that these settings apply to. The code of the user’s browser is read and then the list of “interfaces” is searched for a matching code. Global can be used as a default code if you are not creating language specific pages or you want a default page in case a user’s specific code is not defined.
  • <name> - Only used for your reference.
  • <company> - A user’s company specific interface will be looked for first.  This also can be set to Global.
  • <list> - This contains the list of HTML elements and other HTML items you want to modify.


For <list> items four basic types of settings are possible:

  • Predefined tags for specific items.
  • HTML element 508 compliant changes
  • HTML element changes.
  • CSS changes.


A sample interface configuration will be seen below,

You will see the items either have just a keyword in the <> markers, start with “<item id=” or start with “<css id=”.

The items that are just a keyword in the <> markers are pre-defined and will replace certain text in the SSP interface or are configuration settings that can be determined by branding.

When branding, the most typical change will be to change the logo and banner colors from the default BMC logo and banner.

The standard BMC branded banner will have the product name at the left, a blue banner, and a logout button and BMC logo on the right.



An example branding exercise would be to move the logo to the left where the product name resides, change the banner color, and remove the image of the logout button.



In the example above we did the following:

  • Removed the logo from the right.
  • Put a custom logo on the left.
  • Removed the BMC banner background image.
  • Set the background color of the banner to light grey.
  • Removed the BMC background image from the logout button.
  • Change the logout button text color to blue.

The settings to do this are:


<name>My Company Brand</name>
<item id='#label_productname'><img alt='BMC Software Logo' src='resources/img/logo.png'></item>
<item id='#logo'> </item>
<css id='#banner'>background-color:#d3d3d3;border-bottom:1px solid #000000;background-image:url('');</css>
<css id='#logoutbtn'>background-image:url('');</css>
<css id='#logout_a'>color:blue;</css>


This covers the most common need and elements for branding. Below gives an example interface configuration with many more items.

<item id='rla_opt'>Chat with a live agent</item>
<item id='login_text'>My Login</item>
<item id='logout_opt'>log me out</item>
<item id='lcquestion'>What is your question</item>
<item id='hours_opt'>When are you open</item>
<item id='email_opt'>Send Mail</item>
<item id='showlog_text'>Show me log</item>
<item id='send_opt'>Send Chat</item>
<item id='closepopup_opt'>Close Window</item>
<item id='logincontinue_text'>Login</item>
<item id='ext_auth'>The following services require additional authentication.  Please provide
redentials to use these services.</item>
<item id='ext_auth_opt'>Other Logins</item>
<item id='autologin_loginerr'>The system has attempted to log you in with invalid information. 
lease contact your administrator.</item>
<xtimestamphtml><span style='font-size: x-small;color:red;'>[[TIMESTAMP]]</span></timestamphtml>
<xtimestampformat>HH:mm:ss aaa</timestampformat>
<alertmsg>You have a new message</alertmsg>
<loginerror>Invalid Login.  Please try again...</loginerror>
<css id='body'>background-color:#F8FCF8;margin:0;padding:0;</css>
<css id='#lctyping'>background-color:#FFFFFF;</css>
<css id='#lclog'>background-color:#F8FCF8;</css>
<css id='#lcresponse'>background-color:#F8FCF8;</css>
<css id='#logotable'>background-color:#FFFFFF;border-bottom:1px solid #000000;</css>
<css id='#tablemain'>border-top: 2px solid #eeeeee;</css>
<css id='#tdmainleft'>width:400;</css>

Here is an example of the Interface with other tags which will help us customize the Self Service Portal.


In the example below we will see an interface created as "My BMC Brand"


Click Modify and add elements for branding click save. Make sure Servlets are refreshed



After the above settings are in place the SSP will look as below compared to Out of box as per the elements changed,


Default view



Branded View


In the example above compared examples we did the following:

  • Added bmcsoftware logo on the right.
  • Added a new banner on the left.
  • Set the background color of the banner to light grey from blue.
  • Removed the BMC background image from the logout button.
  • Change the logout button text color to blue
  • Change the Question types onto the portal


Changing the Default and Initial Greeting

1.) Changing the initial customer greeting can be done from here.

2.) To change the default image of Jenn we will follow below steps,


Images are located at location: XXXXX\Program Files\Apache Software Foundation\Tomcat\webapps\eschat\resources\img


The default image configured in arhome.html is "wait.gif"




All we will do here is copy the image we want to configure in the "img path" and rename it as wait.gif by making a copy of the original "wait.gif" file. It is shown below.  (Note we are following this step to avoid making direct change in arhome.html file as a best practice with out of box)

Once replaced make sure to restart tomcat and clear the browser cache.



Below is an example after changing the initial greeting and default image



Any HTML element contained on the arhome.html page can be manipulated be the interface configuration option.  This functionality is provided to allow branding and language enablement of the SSP interface but should only be done if you are proficient in HTML and CSS.

If you are familiar with HTML and CSS and have a strong background in understanding of HTML and CSS you can open the arhome.html page in a text editor and inspect all the HTML elements.  We recommend this is done by making a copy of the arhome.html page on a local system for inspection as to not accidently modify the arhome.html page.

The arhome.html page can be found in the tomcat webapps folder or eschat once the eschat.war file has been deployed.


Brand Mapping


Brand mapping is an option that allows you to create a few interfaces options and then map multiple companies to one of these options.  This is useful when you may have many companies defined but only have the need for few branding options.

As with the interfaces option this is a Self Service Configuration setting.  It’s XML section name is brand_mappings and you may have 0, 1, or more of these defined.

An example XML configuration for a mapping is as below



The element definitions are:

  • <branded_mapping> - Individual mapping wrapper and contains the rest of the XML elements.
  • <branded_company> - Name of the company to map a list of branded companies to.
  • <separator> - To try to be as flexible as possible we allow for the definition of the company separator.  This will be discussed in more detail below.
  • <company_list> - This is the list of companies either all on separate lines or separated by the value(s) presented in <separator>.


If the separator element is left empty then each company name is expected to be on separate lines.  No spaces , tabs, or other characters can be on each line.

  If the separator field is set it may be set to a single character like a coma or semicolon


Below is an example, we will see creating BMC Interface Option and mapping multiple Companies.



In the above screen as we see BMC is the company which is containing the rest of the customized XML elements in the Interface Section “My Brand BMC” (we created earlier above) and hence BMC is our <branded_company>

Calbro Services and Invention Services are the companies which I want to brand against BMC, and hence these two are under the company list.


Once the above settings are in place and saved after refreshing servlets, Users belonging to Company “Calbro Services” and “Invention Services” will see the branded Self Service Portal which has been configured for company BMC as above.

Users belonging to other companies will use the default design of Self Service Portal as those companies are not branded .


In the screenshot below you see Mary is part of Calbro Services and hence once she logs in, she is able to view the branding. Similarly all other users who are a part in the list below and also the users who are a part of Invention Inc will observe the same.






To get more information on how to Rebrand MyIT portal please refer below link from BMC Documentation Portal space.

1. Rebranding BMC MyIT for the universal client

2. Mobile App re-branding steps (iOS & Android)

3. Re-signing and rebranding BMC MyIT for iOS

4. Android Re-Branding

5. Re-Branding examples

Known Issues and Workaround

KA415764- While hiding the logout button in SSP the logout option is removed however the actual button is still visible

I hope you find this blog useful. Please comment on this blog with your suggestions to make the blog more productive and appreciate your general comments as well on this blog.

You can find more content like this about BMC Remedy products on the BMC Remedy Pulse Blogs page.

At BMC we always strive to make our customers realize more value from our Products and be successful.

You can now also connect with us via chat session to get quick information on how to type question. For details, please refer Connect with BMC Support Team over Chat sessions.

You can also join the Customer Support Community to learn about and provide feedback on ways Customer Support can enable your success.

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MyIT is a next-generation self-service app that reduces IT friction, cuts support costs, and boosts customer satisfaction. It’s fast. With a swipe, alerts and service updates appear.


Picture this…its 9am Monday morning, you've just turned on your computer and you can’t download anything!




How frustrating, if only you’d known there was a problem earlier, perhaps you could have worked around it! Wouldn't it be great if you could see a cell phone notification or email at the same time as your IT Help Desk? We thought you would so we've come up with a way to link MyIT with Truesight Infrastructure Management (TSIM) a tool which finds and resolves issues such as these. With just a couple of clicks on my cell phone I can see the status of all my Services, including my IT Infrastructure!




With MyIT you can define Service status manually but if you integrate with TSIM you’ll get real-time business service updates so users can check for themselves. This also gives your helpdesk less of a headache allowing them to focus more on the problem itself.


So how does it all work?  To summarise, My IT Tomcat connects to the TSIM cell via BMC Impact Integration Web Services (IIWS) and pulls back the Service Status being monitored by Truesight.




Have a look at the above high level diagram for a minute, Tomcat actually uses a provider (set of Java libraries which “provides” business functionality) to connect to TSIM every 60 seconds.


The actual configuration details for TSIM (as well as the other providers) are held within the “PROVIDER_SETTINGS” table of the MyIT System Database and can be changed from “Features” in the Configuration Tab of the Administration console.


When it comes to setting it all up, it’s all done though the Services Tab of the Administration Console so once you click the “Add” button you should be able to see all available TSIM services:


So what if things go wrong and we don’t see any Services listed? 


Rule out the basics, is it supported?  MyIT is currently compatible with TSIM 8.6 and 9.0.


2. Is your TSIM Cell configuration correct? For MyIT to communicate with the TSIM cell via IIWS there needs to be a valid entry in the “mcell.dir” files on the TSIM Server. The TSIM components look up the host, port and encryption key from the “mcell.dir” files when establishing connections to the cell:


a) mcell.dir in “C:\Program Files (x86)\BMC Software\Impact Web Services\Tomcat\webapps\imws\WEB-INF\etc”




cell local mc machinename:1828

gateway.imcomm IIWSGatewayServer mc machinename:1859


b) mcell.dir in “C:\Program Files\BMC Software\ProactiveNet\pw\server\etc”.




cell Admin  mc  pnetserver:1827

cell IAC  mc  pnetserver:1827

gateway.pn_server  pn_server_pnetserver  mc pnetserver:1851

admin ias_Admin  admin/admin  pnetserver:3084

cell pncell_pnetserver  mc  pnetserver:1828

gateway.ibrsd  IBRSD mc  pnetserver:3115

gateway.imcomm  gw_ps_pncell_pnetserver  mc pnetserver:1839


You need to be careful with these files …if there’s a problem with the configuration you might see the following errors in the apache tomcat logs (C:\Program Files\Apache Software Foundation\Tomcat7.0\logs\MyIT2014.xx.xx).


ERROR [ServiceAvailabilityPoller] - , Thread ID = 16java.lang.RuntimeException: Error encountered while executing query for service availability data through IIWS

Caused by: org.apache.axis2.AxisFault: Execute API 'QueryComponentsByCondition' failed. Reason: Error in add connection to ImpactManage: local.  Exception message: Cell local is not registered in directory.


3. Is the BMC IIWS Service running?  Log on to the server and check if the following highlighted service is in a “started” status:





4. Are you sure you have the right IIWS URL specified? When you’re installing MyIT you are given the chance to enter in the IIWS URL or if you are running 2.0 SP1  + you can enter information after the installation but regardless, the URL should be in the following format:





It’s always best to make sure this URL is valid and operational so just paste it into a browser and you should get a similar response to this:



So what after all this you still can’t see any services?  Check obvious things like network connectivity and ask yourself questions like “Can I telnet to the Server where IIWS is running?”, “Is there a possibility that anti-virus is blocking the communication?”, “Did the installation complete without errors or warnings?” If all else fails, just log a case with us in BMC Support and we'll take it from there !

Would you like to know more about the other providers ? Watch this space because I'll covering more soon...


I hope you've found this Blog useful so I'd appreciate any feedback.


Additional Resources:


  1. MyITDatasheet
  2. Setting up Services with MyIT
  3. BMC ProactiveNet Performance Management
  4. Troubleshooting IIWS


KA413810  Cannot integrate MyIT with BPPM


MyIT Demo Video

What is MyIT Video


See more BMC Pulse articles here:


BMC Remedy Support Blogs

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Its end of February and March rising not too late to start off with Virtual Agent SP1. . I work with many customers who are new to this product and are unaware of the latest Virtual Agent release which is more rich in feature as comapred to BMC Chat 8.0 which is renamed to BMC Virtual Agent when VA 8.1 was released.


This post will help you collect the information on What’s new with BMC Virtual Agent 8.1.01 as compared to 8.1.00. The Virtual Agent SP1 released on 21st Nov 2013


New features in this version


1.)      Installer

2.)      Sample AIML

3.)      Localization

4.)      Diagnostics

5.)      Software License Report

6.)      Performance updates

7.)      Right Answers Integration

8.)      Security fixes and enhancements



1) Installer - Enhancements


• Reduced manual steps

• Installs AR server and mid-tier components and Server Type Selection for component based installation

• Application Upgrade through Installer

• Reports deployment through Installer

• Addition of Application Version in SHARE: Application Properties

• Un-Installer changes

• SSP Localization integration

• Chat Alerts now packaged with VirtualAgent components



2) Sample AIML


New Sample.aiml file included in aiml file repository which provides advanced Aiml file construction examples.




3) Localization


Self-Service Portal Localization – French, German, Italian, Spanish, Brazilian Portuguese (pt_BR), Korean, Japanese, Simplified Chinese

For example for French locale the screen in French locale will look as below after the Configurations done. See More



4) Diagnostics


For overall health, performance and debugging of the VA system, diagnostics information has been added within the installer .
Three levels or areas of diagnostics exist:

  • Start up diagnostics
    Performs initial test of critical items and reports status


  • Real-time diagnostics
    Provides a detailed look into system performance


  • Diagnostics Logging
    Option to log the details of Real-time diagnostic events by individual items



5) Software License Report


a) Updated License Usage Reporting



b.) New Drill Down feature for License Usage Report




6) Performance Updates

Better handling of the support queue position notification messages by improving the Self Service Servlet. New changes implemented by introducing a position counter on the Self Service Portal.



7) Right Answers Integration


With version 8.1.01, it is possible to integrate BMC Virtual Agent with the RightAnswers knowledge management system. On chat with a virtual agent, customers' questions can be used to search the RightAnswsers knowledge base. BMC Virtual Agent returns a link to a list of Right Answers sources. See More



8) Security Updates


The SP1 release contains several security fixes and enhancements like
•   Parameter Validation for the execution of script commands. 
•   Usage of recent servlet-api.jar from Tomcat.
•   Addition of Customized Error Response Page.



Useful knowledge articles and hotfixes that are available for BMC Virtual Agent 8.1.01



Recently Modified/Added Sections to SP1 Documentation




Information to download the patch and documents




In the case of defects, be sure to upgrade to the latest versions and service packs that address them. 
For any further questions please contact BMC Customer Support or BMC Communities for Virtual Agent. You can use Ideas in Communities to submit and vote on features that you would like to see in the product.


You can find similar post like this in BMC Remedy Pulse Blogs.

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In this special edition of Alf's Zoo, we discuss the latest products from BMC Software, including Remedyforce Winter '14, MyIT 2.0 and AppZone 2.0. From an uber-modern self-service app to a familiar corporate store and an industrialized IT management system, the New IT brings unheard of benefits to the enterprise.

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So, you aren’t an Apple fan club member? Or you just like to work on your PC?


The latest release of MyIT expands the platforms your business users may utilize, increasing the population of employees that can take advantage of MyIT to get the information and assistance they need.  Increasing the scope of engagement with your business users are two new clients and multiple localizations for a consistent user experience across multiple device types and languages.


For the Android community, install the Android native MyIT app on your Google Nexus, Samsung Galaxy or HTC One phone or tablet to experience the same features you have seen on iOS devices.  Try the Android app yourself at


For all your laptops, desktops and other devices, use the new Universal Client from your HTML5 –compliant browser.  The Universal Client brings the same user experience with MyIT to other platforms not just to serve the large population of employees that are not mobile, but also to enable your mobile employees access to information and assistance from IT at their desks without having to switch to another device – personalized service whenever and wherever the employee needs it.  For mobile employees, this can be useful for planning activities, such as a trip, at their desk so they are prepared for new locations and how to use resources when they get there rather than having to look it up on the run.  The information is already at their fingertips or on their mobile device when they need it.  Try the Universal client yourself at


Is your enterprise primarily non-English speaking or multi-lingual?  Every user can set their language preference to French, German, Italian, Spanish or Simplified Chinese to enjoy the benefits of MyIT in the language of their choice.


Now that can engage more of your employees in the MyIT experience, you will see less time lost in interactions with IT.  Find out more about the benefits of MyIT at

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AIML stands for Artificial Intelligence Markup Language and is one of the sources that the virtual agent can search.  As you can see AIML is very similar to XML and you can either use Gaitobot (AIML editor), any XML editor, or even a text editor to create a new AIML response.  (Please ask on this forum or see the documentation if you have any more questions on creating AIML.)


Below is an example of how to create a list using the list tags:



    <pattern>What are our company holidays</pattern>

    <template>Here is a list of the holidays we observe in the USA for 2013:<ul>

                                             <li>Tuesday, January 1st - New Years Day</li>

                                             <li>Monday, January 21st - Martin Luther King, Jr.</li>

                                             <li>Tuesday, February 18th - Presidents Day</li>

                                             <li>Monday, May 27th - Memorial Day</li>

                                             <li>Thursday July 4th - Independence Day</li>

                                             <li>Monday, September - 2nd Labor Day</li>

                                             <li>Monday, October 14th - Columbus Day</li>

                                             <li>Monday November 11th - Veterans Day</li>

                                             <li>Thursday November 28th - Thanksgiving Day</li>

                                             <li>Wednesday, December 25th - Christmas</li></ul></template>


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MC MyIT continues the revolution in bringing self-service benefits to IT that business users want to use with the introduction of the MyIT OnDemand SaaS option for IT and five non-English languages for end users.


The same features and benefits of MyIT are now available as an optional add-on to Remedy OnDemand SaaS IT Service Management.  MyIT OnDemand assists Remedy OnDemand customers significantly improve the end user self-service experience, resulting in greater business user adoption of self-service and reducing the repetitive workload of IT staff – saving time for all. MyIT OnDemand is in the same environment with Remedy OnDemand, sharing the service attributes of security, high-availability and support services.  MyIT OnDemand can be included in available Disaster Recovery services for Remedy OnDemand. Visit MyIT and Remedy OnDemand to learn more about the advantages bring to SaaS IT Service Management.


MyIT OnDemand is fully compatible with BMC MDM and BMC MDM OnDemand, including Application Management and Secure Content Locker.


For your non-English speaking users, MyIT and MyIT OnDemand now support easy end user selection of display languages.  All available languages are supported concurrently across your enterprise-wide use of MyIT.  Currently supported end user languages include:

  • French
  • German
  • Italian
  • Spanish
  • Simplified Chinese
  • English

MyIT has only just arrived and already access is expanding to broader populations of business users. Look for more to come.

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