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SMC Service Desk Expressrsion 10.1.0.282tober 4, 2011nouncing mobility support for BMC Service Desk Express

BMC Software is announcing mobility support for the BMC Service Desk Express product. This technical bulletin describes how to download, install, and use the BMC Service Desk Express mobile application.If you have any questions about the application, contact BMC Software Customer Support at 800 537 1813 (United States or Canada) or call your local support center.

bout BMC Service Desk Express mobile pplication

BMC Service Desk Express mobile application (app) is an easy-to-use application that enables you to perform the following tasks:

Create an incident

View incidents

Assign incidents to staff members

Assign incidents to a group

Modify incidents

Close incidents

For more information about the activities, see the mobile application Online Help.

upported mobile devicesBMC Service Desk Express Mobile app is supported on the following mobile devices:

Technical Bulletin Apple iPad

Apple iPhone

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Prerequisites for using BMC Service Desk Express Mobile app

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The operating system requirement is iOS 3.2 or later.

rerequisites for using BMC Service Desk xpress Mobile app

You must satisfy the following prerequisites:

You have installed BMC Service Desk Express 10.1.0.282.

You have Microsoft .NET Framework 4.0 installed on your application server.

You have SDEMobility web service installed on your application server.

You have downloaded BMC Service Desk Express Mobile iOS app.

stalling the application on your application erver

Perform the following steps to install the BMC Service Desk Express Mobile application on the application server:

1 Install BMC Service Desk Express 10.1.0.282 on an application server. For more information about downloading, installing or upgrading to BMC Service Desk Express 10.1.0.282, see BMC Service Desk Express 10.1.0.282 Release Notes.

2 Install the Microsoft .NET Framework 4.0.

NOTE The sequence of installation of 10.1.0.282 and Microsoft .NET Framework 4.0 does not matter. However, you must install both 10.1.0.282 and Microsoft .NET Framework 4.0 to use the BMC Service Desk Express Mobile app.

3 Navigate to the C:\Program Files\BMC\Service Desk Express\Tools\SDEMobileApp.exe directory and double-click SDEMobileApp.exe.

4 Follow the on-screen instructions to complete the installation.

5 Make sure that Internet Information Services (IIS) uses Microsoft .NET framework 4.0 to serve requests from BMC Service Desk Express Mobile app.

a For information about how to register Microsoft .NET 4.0 in IIS, see Registering Microsoft .NET Framework 4.0 in IIS on page 3.

b If you are using IIS 7.0, see To verify that IIS 7.0 uses Microsoft .NET framework 4.0 to serve requests on page 5.

c If you are using IIS 6.0, see To verify that IIS 6.0 uses Microsoft .NET framework 4.0 to serve requests on page 6.Technical Bulletin October 4, 2011

Installing the application on your application server

R6 Use any text editor to open the C:\Program Files\BMC\Service Desk Express\SDEMobility\Web.Config file.

7 Search for the following key string in the section:

8 Replace vv with the password used by the _SMSYSADMIN_ user of the database.

9 Run the iisreset command on the BMC Service Desk Express application server.

10 Open a browser window in the application server or any other computer.

11 In the Address box, type http:///SDEMobility/SDEService.svc.

The following window appears, indicating that the service is ready to listen to requests from mobile devices.

egistering Microsoft .NET Framework 4.0 in IISPerform the following steps to register Microsoft .NET Framework 4.0 in IIS:

1 Open command prompt

2 Navigate to the .NET 4.0 framework folder.

(For 32-bit) %windir%\Microsoft.NET\Framework\v4.0.30319

(For 64-bit) %windir%\Microsoft.NET\Framework64\v4.0.30319

3 Run the - aspnet_regiis -ir command. For more information about the Aspnet_regiis.exe command, see Microsoft support site at http://msdn.microsoft.com/en-us/library/k6h9cz8h(v=VS.100).aspx

4 If you are using IIS 7.0, make sure that ISAPI and CGI restrictions enable .NET 4.0 based requests by performing the following steps:

a In IIS Manager, click , and open ISAPI Filters in the features view.BMC Service Desk Express Version 10.1.0.282 3

Installing the application on your application server

4b Open ISAPI and CGI Restrictions.

c Check that the status of the ASP.NET v4.0.30319 description is set to Allowed.Technical Bulletin October 4, 2011

Installing the application on your application server

Vre5 If you are using IIS 6.0, make sure that ISAPI and CGI restrictions enable .NET 4.0 based requests by performing the following steps:

a In IIS Manager, click , and select Web Service extensions.

b Open Web Service Extensions and check that the status of the ASP.NET v4.0.30319 is set to Allowed.

erifying the usage of Microsoft .NET framework 4.0 to serve quests from the mobile application

X To verify that IIS 7.0 uses Microsoft .NET framework 4.0 to serve requests1 Open IIS.

2 Select the Application Pools node in the tree. IIS lists the available application pools.BMC Service Desk Express Version 10.1.0.282 5

Installing the application on your application server

63 Right-click on Service Desk Express - Mobility app pool and select Basic Settings.

4 Make sure that .NET framework 4.0 is selected. In the .NET Framework version list, select .NET Framework v4.0.30319.

5 Click OK to apply the changes.

X To verify that IIS 6.0 uses Microsoft .NET framework 4.0 to serve requests1 Open IIS.

2 Under Default Web Sites, right-click on the SDEMobility virtual directory and select Properties.

3 Click on the ASP.NET tab.

4 In the ASP.NET list, make sure that .NET framework 4.0 is selected. Select 4.0.30319 and click OK to apply the changes.Technical Bulletin October 4, 2011

Configuring the BMC Service Desk Express application server on a public IP address

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Inonfiguring the BMC Service Desk Express pplication server on a public IP address

If your mobile devices operate outside the network of the organization where the BMC Service Desk Express application server is installed, your application server must be exposed on a public IP address. This ensures that your mobile devices use the Internet to access the BMC Service Desk Express service running on the application server.

If your mobile devices operate in the same network where the BMC Service Desk Express application server is installed, the mobile devices use the intranet to access the BMC Service Desk Express service running on the application server. In this scenario, you do not need to expose the BMC Service Desk Express application server on public IP address.

stalling the app on your mobile deviceThe BMC Service Desk Express Mobile application is hosted on the Apple App Store. For more information about the app, see http://itunes.apple.com/us/app/bmc-service-desk-express-mobile/id465048196?ls=1&mt=8

NOTE You must have an Apple ID to download and install BMC Service Desk Express Mobile on your device.

1 Launch the Apple App Store on your device and search for BMC Service Desk Express Mobile app.

2 Tap the INSTALL button to install the app on your device. BMC Service Desk Express Version 10.1.0.282 7

Using the app on your mobile device

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Using the app on your mobile devicePerform the following steps to use the app on your mobile device:

1 Launch the BMC Service Desk Express Mobile app on your device

2 Ensure that the device is on Wi-Fi or connected to a cellular network.

3 Enter the BMC Service Desk Express application server URL in the Enter SDE App Server URL text field.

For example, http://vm-w28-rds288

If you use the http:///SDE URL to access BMC Service Desk Express, is the application server where you installed BMC Service Desk Express 10.1.0.282.Technical Bulletin October 4, 2011

Using the app on your mobile device

M4 Log on to the app. It is ready for use.

IMPORTANT You cannot create incidents by using the mobile application if your BMC Service Desk Express database has custom fields for the Incident module and these fields are mandatory at the database level (NULL values are not allowed). To resolve this issue, provide default values for all custom mandatory fields.

etadata synchronizationAfter configuring the application on your mobile device, you must refresh the metadata in the following scenario:

If you create new staff members using BMC Service Desk Express application, and want the new staff members to use the mobile application. This ensures that the new staff members are updated in the service in the application server.

To refresh the metadata, restart or recycle the app pool that serves the SDEMobility virtual directory. Perform the following steps to restart or recycle the app pool:

1 Go to IIS and expand the Application Pools folder.

2 Right-click on Service Desk Express - Mobility application pool.

3 Click Stop.

4 Click Start.

When the app pool is restarted, the metadata is reloaded. The mobile application is ready for use by the new staff members.BMC Service Desk Express Version 10.1.0.282 9

Where to get the latest product information

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BM210Cuuthentication mechanismYou can configure BMC Service Desk Express to use Standard, LDAP and Windows Integrated authentication. For information about the authentication mechanisms, see BMC Service Desk Express documentation.

BMC Service Desk Express Mobile application supports Standard and LDAP authentication. If you configure BMC Service Desk Express to use Windows Integrated authentication, you must log on to the BMC Service Desk Express Mobile application with BMC Service Desk Express user name and password. For more information, see the https://magickb.remedy.com/rkm/viewdoc.jsp?remedy=1&doc=19755&user=Self%20Help KB article.

lient Side Business Rule and Business RuleAny client side business rule that is applied on forms for Incident module in BMC Service Desk Express will not be applied on the mobile user interface.

However, business rules on the server side will work as expected, based on the actions performed on your mobile device.

ecurityThe passwords are encrypted and sent across the wire while using BMC Service Desk Express Mobile application. However, if you want enhanced security, you can configure the application server to use Hypertext Transfer Protocol Secure (HTTPS).

here to get the latest product informationTo view the latest BMC product documents, see the Customer Support website at http://www.bmc.com/support. Notices, such as flashes, technical bulletins, and release notes, are available on the website. You can subscribe to proactive alerts to receive email messages when notices are issued or updated. For more information about proactive alerts, see the Customer Support website.

opyright 2011 BMC Software, Inc.

C, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark ice, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending istration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners.

information included in this documentation is the proprietary and confidential information of BMC Software, Inc., its affiliates, or licensors. Your use of information is subject to the terms and conditions of the applicable End User License agreement for the product and to the proprietary and restricted ts notices included in the product documentation.

C SOFTWARE INC1 CITYWEST BLVD, HOUSTON TX 77042-2827, USA 713 918 8800stomer Support: 800 537 1813 (United States and Canada) or contact your local support centerTechnical Bulletin October 4, 2011

About BMC Service Desk Express mobile applicationSupported mobile devicesPrerequisites for using BMC Service Desk Express Mobile appInstalling the application on your application serverRegistering Microsoft .NET Framework 4.0 in IISVerifying the usage of Microsoft .NET framework 4.0 to serve requests from the mobile application

Configuring the BMC Service Desk Express application server on a public IP addressInstalling the app on your mobile deviceUsing the app on your mobile deviceMetadata synchronizationAuthentication mechanismClient Side Business Rule and Business RuleSecurity

Where to get the latest product information

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