This section describes how to configure the integration of the Tivoli Remote Diagnostics feature with Service Desk.
Tivoli Remote Diagnostics is an integrated feature of Service Request Manager that is based on the IBM Tivoli Remote Control version 5.1 product. Tivoli Remote Diagnostics enables a Service Desk analyst to take control of remote workstations or servers (called target systems) in order to analyze and solve problems. The Service Desk analyst can launch Tivoli Remote Diagnostics from a ticket
application, run commands and applications on the target system, transfer files, open a text conversation, and record a session on video. A Service Request Manager administrator can enable a global setting that allows analysts to upload and attach video recordings to ticket records.
See the Administering Service Desk section of the information center for
information on how a Service Desk analyst can take control of a remote asset or configuration item listed on a ticket record.
For information about IBM Tivoli Remote Control, refer to the information center at the following link:
http://publib.boulder.ibm.com/infocenter/tivihelp/v3r1/index.jsp?topic=/
com.ibm.itrc.doc_5.1.0/welcome.htm
The following table describes the installation and configuration tasks required to enable the Tivoli Remote Diagnostics feature.
Step Task Description
Step 1 Install the Tivoli Remote Diagnostics agent on client computers in your enterprise.
You can obtain the agent by downloading it through the Service Request Manager browser interface. The
download link is available from the View Service Request and Create Service Request applications in the Self Service module.
Step 2 Perform post-installation steps if required. If you install the agent using interactive mode, you must edit registry properties on Windows or edit the
/etc/ibmtrct.conf file on Linux. The silent installation does not require any post-installation steps.
Step 3 Optionally configure a global setting to enable users to upload and attach video recordings to ticket or solution records.
Use the System Properties application in Service Request Manager to edit the mxe.int.trc.upload.recording system property if want to enable users to upload video recordings. The default setting is not to allow uploads.
Installing the Tivoli Remote Diagnostics agent
You can obtain the Tivoli Remote Diagnostics agent through the Service Request Manager browser interface and then use your normal distribution strategy to globally distribute and install the agent to workstations throughout your enterprise.
Before you download the Tivoli Remote Diagnostics agent, verify that the Java plugin settings in your browser specify one of the following JRE environments:
IBM JRE versions 1.4.2, 1.5, or 1.6, or Sun Java JRE version 1.6. If you do not have one of these supported JRE versions installed, install it and associate it with your browser.
Complete the following steps to obtain and install the agent 1. Download the agent:
a. Log on to Service Request Manager from a browser.
b. From the Go To menu on the Navigation Toolbar, select Self Service → Service Requests → View Service Requests(or Create Service Request) c. Click Download Remote Diagnostics Agent.
A separate browser window opens with information about downloading and installing the Tivoli Remote Diagnostic Tool.
Note: Do not attempt to obtain the agent by navigating directly to the download_trc.jsp URL shown in the Tivoli Remote Diagnostic Tool browser window. You must log on to Service Request Manager and use the
download link as described in this procedure. The download_trc.jsp requires an established MXSession, and direct navigation does not allow the
opportunity to establish it.
d. Click Download Binaries to download the trc_setup.zip file to your computer.
2. Install the agent:
a. Extract the files from the trc_setup.zip file to a directory on the target computer.
b. Change to the directory or folder where you extracted the files and perform a silent or interactive installation. The interactive installation requires some post-installation configuration, described in the topic “Performing
post-installation steps.”
v To perform a silent installation, run the following command:
msiexec /i trc_target.msi /qn MANAGED=no CHECKUSERLOGIN=no
v To perform an interactive installation, run the trc_target_setup.exe file and follow the setup instructions.
Performing post-installation steps
The post-installation steps described in this section are required only if you installed the Tivoli Remote Diagnostics agent in interactive mode. The command line installation does not require any post-installation steps.
Post-installation steps for Windows
Complete the following steps on all Windows computers where you installed the Tivoli Remote Diagnostics agent, if you used the interactive mode of installation:
1. Go to the following Windows registry location:
HKEY_LOCAL_MACHINE\SOFTWARE\IBM\Tivoli\Remote Control\Target 2. Edit the following registry properties as shown:
"CheckUserLogin"="no"
"Managed"="no"
3. After editing the registry properties, restart the agent service, named IBM Tivoli Remote Control - Target.
Post-installation steps for Linux
Complete the following steps on all Linux computers where you installed the Tivoli Remote Diagnostics agent, if you used the interactive mode of installation:
1. Edit the following entries in the /etc/ibmtrct.conf file as shown:
InstallDir = /opt/ibm/trc/target WorkingDir = /var/opt/ibm/trc/target
TransferDir = /var/opt/ibm/trc/target/filetransfer Managed = no
CheckUserLogin = no ConfirmTakeOver = Yes
# Specify the URL to connect to the IBM Tivoli Remote Control server.
# Example: http://trc.yourcompany.com:80/trc/callHome ServerURL =
# If required, specify the URL of a proxy to use for http/https connections
# Example: [userid[:password]@]proxy.company.com[:port]
# ProxyURL = PortToListen = 888 HeartBeatRetry = 10
GroupLabel = DefaultTargetGroup
# If required, override or specify the path to the
# Java runtime environment you want to use
# This is only needed for the command line interface
# JavaHome = 2. Restart the agent:
/sbin/service ibmtrct restart
Enabling users to upload recordings
Optionally configure a global setting to enable Service Request Manager users in your enterprise to upload and attach Tivoli Remote Diagnostics recordings to ticket or solution records.
Note: To ensure that uploading works properly after it is enabled, users must specify a port number as part of the URL when starting a Service Request Manager browser section. For example:
http://srmserver.lab.ibm.com:9080/maximo
If a port is not specified, the default port 80 is used. A user might not be able to upload recordings using port 80 because this port is often reserved for other systems, firewalls, or security applications.
To enable or disable uploads of the Tivoli Remote Diagnostics recordings, use the System Properties application in Service Request Manager. Complete the following steps:
1. Log on to Service Request Manager as an administrator with authority to perform system configuration tasks.
2. From the Go To menu on the Navigation Toolbar, select System Configuration → Platform Configuration → System Properties.
3. On the System Properties window, search for the mxe.int.trc.upload.recording property.
To search, open the Filter and type mxe.int.trc.upload.recording in the filter field under the Property Name column. Then press Enter.
4. Click View Details next to the mxe.int.trc.upload.recording property to display the Global Properties Details section of the window.
5. Enter the property value in the Global Value field:
v Enter Y or 1 if you want to enable users to upload recordings.
v Enter N or 0 if you want to prevent users from uploading recordings.
6. From the Select Action menu on the application toolbar, select Live Refresh.
7. Click OK on the Live Refresh dialog.
The new property value is displayed in both the Global Value and Current Valuefields.