Operator-initiated Change for BMC Remedyforce

This topic describes the Operator-initiated change Run Book, which integrates BMC Server Automation with BMC Remedyforce by using BMC Atrium Orchestrator. 

When operations changes are implemented, operators need to record these changes in BMC Remedyforce Change Management. To automate this change tracking process, a change request is automatically created in BMC Remedyforce whenever a BMC Server Automation operator submits a job that requires BMC Remedyforce tracking and approval. After the change request is approved in BMC Remedyforce, the job is scheduled for execution in BMC Server Automation.

After the job is run, the BMC Remedyforce task linked to the change request is closed with an associated completion status.

Benefit

The main benefit of this integration is to enforce continuous compliance to the change process without introducing labor intensive activities. The integration reduces the risk of unauthorized and unplanned changes through enforced change tracking.

To use the operator-initiated change for BMC Remedyforce run book

The following table provides an overview of the user tasks involved in this run book. 

Step

Product involved

Description and reference 

Step 1: Create a File Deploy jobBMC Server Automation

When you create a File Deploy job that requires BMC Remedyforce approval, you are prompted to select the approval type and enter the approval parameters when you configure the schedule. You can specify an approval type when you execute a job or schedule a job for execution.

See, Configuring BMC Server Automation for the operator-initiated change run book.

For more information, see the BMC Server Automation online documentation.

Step 2: Set the approval typeBMC Server Automation

The Approval Information tab enables you to select an Approval type and enter the BMC Remedyforce parameters needed to create a new change ticket or use an existing one. On the Enter approval information dialog or the Approval Information tab, do the following:

  1. Choose the Approval type from the list of pre-defined options.
  2. Enter the additional information that is used in the change request, for example Change type, Impact, and Risk Level.
  3. Either select Create new Change Ticket or select Use existing Change Ticket.

For more information, see Execute on approval and Approval type settings in BMC Server Automation online documentation.

Step 3: Execute the JobBMC Server Automation

After the job definition is completed, BMC Server Automation schedules the job and requests that a new change request be created in BMC Remedyforce. A new change request is created using a specific change template and includes one task, even if multiple servers are used as targets. The change request ID and task ID are sent to the BMC Server Automation system. The servers that have been specified as targets are associated to the task in BMC Remedyforce .

You can verify whether the interaction with BMC Remedyforce is successful by reviewing the job schedule log, which is displayed under the job until the job starts running. For information, see Viewing job schedules in the BMC Server Automation online documentation.

Step 4: Approve the change and taskBMC Remedyforce

If you have selected the Manual Approval type for the job, you need to manually approve the change request and task in BMC Remedyforce.

To manually approve the change request:

  1. Go to BMC Remedyforce home page and click Change Requests.
  2. From the list of change requests, click the change request that you want to approve.
  3. On the Change Request Detail window, click Edit.
  4. In the Status and Priority field, click the Status Lookup option to select APPROVED.
  5. Click Save.

If you have selected automatic or emergency approval type for the job, the change request status changes to APPROVED automatically and an email alert is sent to the specified user from BMC Remedyforce by using the Workflow Rule defined in BMC Remedyforce. After an email is received, the status is communicate to BMC Server Automation.

Step 5: Verify the status of the jobBMC Server Automation

After the change is approved, the job starts executing and the information in the job schedule log is rolled into job log.

The job is blocked until approval notification is received from BMC Remedyforce. The job displays a status of Waiting for Approval until the approval notification is received. When the approval is received, the job is executed automatically (for Execute now) or at the scheduled time (for scheduled jobs).

Step 6: Review the status of the change requestBMC RemedyforceAfter the BMC Server Automation job execution completes successfully, the BMC Remedyforce user opens the change ticket to review whether the status of the linked task is CLOSED and the change request is CLOSED.
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