Skip to main content

IMPORTANT - Product End of Life Statement - IMPORTANT

Request RE, Survey, and Calendar 1.5 Support Ending December 31, 2020
Contact Kinetic Data Support with Questions
Kinetic Community

Setup Install


The purpose of this page is to walk you through the setup process of installing a new instance of Kinetic Request and/or Survey into a Remedy server.  This would apply to any customers who have never owned either Kinetic Request or Kinetic Survey and are installing for the first time, or to an existing customer who is installing into a Remedy environment that does not have Kinetic Request or Kinetic Survey installed.

This document will not discuss installing multiple web servers and load balanced environments, it is intended to illustrate how to setup a simple web server and install the Remedy components necessary for Kinetic Request and Survey.


Process Overview

The process of installing Kinetic Request and Survey is fairly straightforward, and only consists of a few steps.

The customer will first need to setup a web server environment.  See the requirements before beginning this process.  The server will need to have Java installed, along with a Java web servlet container (such as Apache Tomcat), or a Java web application server (such as Oracle WebLogic).  Kinetic Data recommends using Apache Tomcat.  

Once that is installed, the Kinetic Request and Survey web archive file can be deployed to the web server.  The first time a user loads any page from the web application, they will be redirected to the setup wizard.  The setup wizard will walk the user through the setup process to collect the necessary information, and install the components to the Remedy server.


Process Details

We will assume you already have a server with Java, and a servlet container installed.  If you do not already have that, take a look at the Apache Tomcat documentation and install Tomcat 7 on your web server.


  1. Deploy the Kinetic Request and Survey web application to the servlet container.  The method to do this will depend on the servlet container you are using.  For Apache Tomcat, simply copy the war file into the <tomcat_home>/webapps directory.
  2. Navigate your web browser to the deployed web application at http://webserver:port/kinetic/. Once you have authenticated as the local administrator user, the setup will be begin with the welcome page.  01-welcome.png
  3. Continuing, the setup program will ask you to change the local administrator credentials if they are still set as the default values.  It is not required to change these values, but it is recommended since these values are published on the Kinetic Data community site. Note that these credentials do NOT represent a Remedy user account. This is a local user account specific to this instance of the web application, and is typically only used to setup the web application. NOTE: Any changes made these credentials will be applied immediately upon continuing to the next page.02-local-admin.png
  4. If you did not make any changes to the default credentials, you will be warned about continuing with the default values, but you will be allowed to continue. The Previous button will be highlighted as an indication that we recommend you go back and change the values. 03-credentials-default.png
  5. If you did change the default credentials, that will be indicated so that you know the changes were applied. 03-credentials-changed.png
  6. The next step is to point the web application at the Remedy server where Kinetic Request and Survey will reside. 04-server.png
    1. Nothing will be written or changed on the Remedy server at this time, the application will simply try to connect to the Remedy server using the information provided, and it will attempt a few validations and checks:
      1. Validates the application can connect to the Remedy server or IP address on the provided port.
      2. Validates the user credentials are for a valid Remedy user account.
      3. Validates the Remedy user account is a member of the Administrators group.
      4. Validates the Remedy server allows admin operations.
      5. Checks if Kinetic Request and Survey are already installed.  If so, whether the installed version is older, newer, or the same version as the web application.
    2. Descriptions of the property fields required to connect to the Remedy server:
      1. Server Name - Either the name or the IP address of the Remedy server.  If the server name is used, the web application must be able to resolve the name and be able to reach this server.
      2. TCP Port - The TCP port the Remedy server is running on.  If the Remedy server is not running on a specific prot, but instead using Portmapper, enter 0.
      3. Web User ID - The login ID of a Remedy User account that is a member of the Administrator group.  This account will be used by the web application as a proxy account for communicating with the Remedy server through the Remedy Java API.
      4. Web User Password - The password associated to this Remedy user account.  If the account does not use a password -  which is highly unlikely for an Administrator user - leave this value blank.
  7. If any of the validations fail, the reason will be displayed to the user and the the Remedy Server Information page will be redisplayed, allowing you to correct your information or change to a different Remedy server.  Two examples:
    1. Connection Error 04-server-connection-failed.png
    2. Authentication Error: 04-server-error-auth-failed.png
  8. If the Remedy server cache mode is set to production you will receive a warning.  The reason for this warning is that the installer needs to import Remedy workflow, and it checks the server to make sure the workflow objects were imported correctly.  When the cache mode is set to production mode, the objects do not get registered immediately, and the installer may time out waiting for the objects to become registered.  If this happens the installation will be left in an incomplete state, and will need to be run again.  It is required that you enable development cache mode before continuing with the installation, you can change it back after the installation is complete.  This setting is available on the Server Information page using either the Remedy Mid-Tier application or the Remedy User application.04-server-cache-mode.png
  9. If the Remedy server information passes all the validations, the results page will be displayed indicating whether an existing version of Kinetic Request and Survey was found on the Remedy server, or if this is a new installation. 05-install.png
  10. Now that the Remedy server information has been verified and it has been determined that Kinetic Request and Survey have never been installed on the server, you now have the option to continue with the setup and provide additional configuration information, or skip all the optional configuration information and jump straight to the summary page.  This optional configuration information can always be added or changed after the installation has completed from either the Kinetic Survey Author Console or the Kinetic Request Service Catalog Console.
  11. Click the Continue button to provide values for optional configuration information.  The first page of the optional information allows you to enter the application license keys that were sent to you from the Kinetic Data Support team.  Simply copy and paste the license keys for the products you are authorized to use.  Users will not be able to load surveys and requests until the application licenses have been applied.  If this step is skipped, or if invalid keys were entered, you may change the values after installation from either the Kinetic Survey Author Console or the Kinetic Request Service Catalog Console. 06-optional-licenses.png
  12. The next optional configuration information page allows you to enter the location of the Remedy Mid-Tier server.  This optional value may be used in Survey and Request to provide links back to the Mid-Tier.  As with other optional information, it can be changed after installation from either the Kinetic Survey Author Console or the Kinetic Request Service Catalog Console. 06-optional-midtier.png
  13. The next optional configuration information page allows you to enter the location of your Kinetic Task v3 server.  If you are not using Kinetic Task v3, simply skip this step.
    1. Kinetic Task 3 Web Server URL - The base URL to the Kinetic Task v3 web application.06-optional-task3.png 
  14. The next optional configuration information page allows you to enter information for your Kinetic Task v4 server.  If you are not using Kinetic Task v4, simply skip this step.
    1. Kinetic Task v4 Server Name - is simply a label to reference which Kinetic Task 4 server this value represents (since more than one Kinetic Task v4 server can be used by the same Kinetic Request installation).  If you only have one Kinetic Task v4 server, the default name is probably just fine.
    2. Kinetic Task v4 Web Server URL - The base URL to the Kinetic Task v4 web application.
    3. Authentication Token - The Kinetic Task v4 web service API can be configured to require a token to access web methods.  If your Kinetic Task v4 application uses an authentication token, enter it here.  If it doesn't or if you don't know, just leave this value blank as it can be changed from within the Kinetic Request application later.06-optional-task4.png
  15. The next optional configuration information page allows you to set the default task service.  This value simply initializes new service items to use the task service defined by this property.  The value can be changed on the service item if a different task service is desired.  The configuration value can also be changed at a later time if the selected value is not what is desired. 06-optional-default-task.png
  16. Now that all the information has been collected (or intentionally skipped), the summary page will be displayed.  This is the last stop before actually writing the Remedy definitions and data to the server. 07-summary.png
  17. Clicking the Install button will start the installation process show a table of steps that are being performed so you have some idea of the progress.  The process will install Remedy groups, forms, workflow, data records, and import Kinetic Request and Survey templates. 08-progress.png
  18. Once the installation has finished, simply click the Continue button to be logged out of the setup wizard, and redirected to the Administration Console.  Here you can login with a Remedy user account that has been added to one of the allowed Kinetic Data application groups, or the Administrators group.