BMC Helix ITSM with Smart IT - How can I configure DWP Catalog & Smart IT integration

Knowledge Article

BMC Helix ITSM with Smart IT - How can I configure DWP Catalog & Smart IT integration
How can I configure the DWP Catalog & Smart IT integration
Remedy with Smart IT
Remedy with Smart IT
DWP Catalog 19.00. 18.11
Smart IT 20.02 , 19.00. 18.08 and beyond

How can I integrate DWP and Smart IT properly in order to avoid errors? 
SmartIT - DWP Catalog is not configured on the AR Server

Configured SmartIT and DWP integration per BMC Documentation below:

https://docs.bmc.com/docs/smartit2002/integrating-smart-it-with-bmc-digital-workplace-catalog-service-request-908202722.html

Before you begin
In Digital Workplace, enable the Agent user role, with Service agent permission level and sbe-agents permission group, to see the service requests that are created by other users. 

To integrate Smart IT with BMC Digital Workplace Catalog

  1. As an administrator, in ITSM, open the Centralized configuration.
  2. From the Component Name menu, select com.bmc.itsm.sbe.
  3. The * is marked for the configuration parameters that are available in the global settings in the CCS.
  4. Type the required details as follows:


User-added image

The following table provides the descriptions of the available options:

OptionDescription
sbeDomainBMC Digital Workplace Catalog domain name.
sbeTenantAdminPasswordBMC Digital Workplace Catalog server password. This password becomes encrypted after applying it.
sbeTenantAdminUserAdministrator's user ID of the BMC Digital Workplace Catalog server. Do not mention the domain name.
sbeUrlBMC Digital Workplace Catalog server URL (http or https). Add URL. Do not include ending slash (/). For https, the default Port is 443.

       5. Click Apply.

      6. From the ITSM, open the SBE:ConnectionConfig form to test the connection.
      User-added image

     7. Click Test Connection. 
         The Result field displays the test connection status. If the connection fails, the Result Code field displays*****the failure reason. 

Note :

If you get an error, you can check the arjavaplugin.log, which is the standard AR java plug-in log. Otherwise, you can also generate a log file to check the details if you get an error. For more information, see Working with logs.

  1. In the Centralized configuration form, select com.bmc.arsys.smartit > *.
  2. Set the enableSbeIntegration parameter to true.
  3. Set the dwp.base.url parameter with dwp URL  (This setting has been removed from 22.1 version) https://docs.bmc.com/docs/smartit221/22-1-enhancements-and-patches-1053741810.html#id-22.1enhancementsandpatches-221enhancements
  4. **NOTE**
    enableDWPWidgetIntegration enables dwp widget in smartit. Which is a new feature in
    20.08
  5. Login DWP Admin console.
    Select Configuration - > Embed Digital Workplace
    Set Smartit domain name (Customer_name-smartit.onbmc.com) and save it

    NOTE:
    Since version 25.1, domain name is appended with IS url as well. In case that if smart it is created earlier without https then error would be generated -customername-dwp.onbmc.com refused to connect

    So, update the url with https like below
    https://customername-smartit.onbmc.com,https://customername-is.onbmc.com

  6. Under CCS select arsystem.bmc.arsys.midtier
    Enter DWP URL in setting name arsystem.security_iframe_allowfromurls
    Eg. 
    arsystem.security_iframe_allowfromurls : (DWP base URL)
Once Configuration is complete -> login to Smartit and check if we are able to View / Raise DWP Catalog requests from smartit Smart Recorder.
Remedy with Smart IT
Remedy with Smart IT
DWP Catalog 19.00. 18.11
Smart IT 20.02 , 19.00. 18.08 and beyond
Remedy with Smart IT
Remedy with Smart IT
DWP Catalog 19.00. 18.11
Smart IT 20.02 , 19.00. 18.08 and beyond
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