Technical Bulletin

BMC Service Desk Express

Version 10.1.0.282
October 4, 2011
Announcing 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.

About BMC Service Desk Express mobile

application
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.

Supported mobile devices

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

Apple iPad

Apple iPhone
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Prerequisites for using BMC Service Desk Express Mobile app

Apple iPod touch

The operating system requirement is iOS 3.2 or later.

Prerequisites for using BMC Service Desk

Express 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.

Installing the application on your application

server
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.

2

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October 4, 2011

Installing the application on your application server

6 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 <appSettings> section:
<add key="SMSYSAdminPwd" value="vv"/>
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://<ApplicationServerName>/SDEMobility/
SDEService.svc.

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

Registering Microsoft .NET Framework 4.0 in IIS

Perform 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 <Computer Name>, and open ISAPI Filters in the features

view.

BMC Service Desk Express Version 10.1.0.282

Installing the application on your application server

b Open ISAPI and CGI Restrictions.

c Check that the status of the ASP.NET v4.0.30319 description is set to Allowed.

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October 4, 2011

Installing the application on your application server

5 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 <Computer Name>, 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.

Verifying the usage of Microsoft .NET framework 4.0 to serve

requests from the mobile application
X To verify that IIS 7.0 uses Microsoft .NET framework 4.0 to serve requests
1 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

Installing the application on your application server

3 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 requests
1 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

Configuring the BMC Service Desk Express

application 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.

Installing the app on your mobile device

The 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

Using the app on your mobile device

Using the app on your mobile device

Perform 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://<ApplicationServerName>/SDE URL to access BMC
Service Desk Express, <ApplicationServerName> is the application server where
you installed BMC Service Desk Express 10.1.0.282.

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October 4, 2011

Using the app on your mobile device

4 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.

Metadata synchronization
After 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

Where to get the latest product information

Authentication mechanism
You 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.

Client Side Business Rule and Business Rule

Any 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.

Security
The 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).

Where to get the latest product information

To 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.

Copyright 2011 BMC Software, Inc.

BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark
Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending
registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners.
The information included in this documentation is the proprietary and confidential information of BMC Software, Inc., its affiliates, or licensors. Your use of
this information is subject to the terms and conditions of the applicable End User License agreement for the product and to the proprietary and restricted
rights notices included in the product documentation.

BMC SOFTWARE INC

2101 CITYWEST BLVD, HOUSTON TX 77042-2827, USA 713 918 8800
Customer Support: 800 537 1813 (United States and Canada) or contact your local support center

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Technical Bulletin October 4, 2011