Artifacts reference for BMC Service Desk Automation run book

This topic describes the artifacts installed by the BMC Atrium Orchestrator Content installer. 

Application templates definitions

This topic describes the definitions for the change, incident, and work order application templates that are imported in your BMC Remedy ITSM environment when you install the BMC Service Desk Automation run book.  

AO:SDA:Generic Change Template With Task

The following table lists the fields, which are generated with the default values as part of the generic change template with an associated task.

FieldValueRequired
Template NameAO:SDA:Generic Change Template With TaskYes
Template Category Tier 1*AOYes
Template Status

1

Enabled

Yes
Change Type

Change

Yes 
Company

Calbro Services

Yes
ClassNormalYes
Impact2-Significant/LargeYes
Urgency2-HighYes
Risk LevelRisk Level 1Yes
Change EnvironmentProductionYes
Categorization: Tier 1BMC Service Desk AutomationYes
Categorization: Tier 2TaskYes 
Infrastructure Change 
Coordinator:Support Company
Calbro ServicesYes

Infrastructure Change 
Coordinator:Support Organization

IT SupportYes
Infrastructure Change 
Coordinator:Support Group Name
Service DeskYes
Infrastructure Change 
Manager:Support Company
Calbro ServicesYes

Infrastructure Change 
Manager:Support Organization

IT SupportYes
Infrastructure Change 
Manager:Support Group Name
Service DeskYes
Infrastructure Change Implementer: 
Support Company
Calbro ServicesYes
Authoring CompanyCalbro ServicesYes
Authoring OrganizationIT SupportYes
Authoring GroupService DeskYes
Task TemplatesAO:SDA:Generic Task TemplateYes

Note

Infrastructure Change Coordinator and Infrastructure Change Manager fields will be modified based on company policies and assignment rule configuration.

AO:SDA:Generic Incident Template

The following table lists the fields, which are generated with the default values as part of the generic incident template.

FieldValueRequired
Template NameAO:SDA:Generic Incident TemplateYes
Template Category Tier 11004Yes
Template Category Tier 22004Yes
Template Category Tier 33004Yes
Template Status

1

Enabled

Yes
SummaryAO:SDA:Generic IncidentYes
Reported SourceOther Yes
Incident TypeUser Service RequestYes
StatusAssignedYes
Impact3-Moderate/LimitedYes
Urgency3-MediumYes
Operational Categorization Tier 1BMC Service Desk AutomationYes
Assignment : Support CompanyCalbro ServicesYes
Assignment : Support OrganizationIT SupportYes
Assignment : Assigned GroupService DeskYes
Assign To Current UserNoNo
Authoring CompanyCalbro ServicesYes
Authoring OrganizationIT Support

Yes

Authoring GroupService DeskYes

AO:SDA:Generic Task Template

The following table lists the fields, which are generated with the default values as part of the generic task template.

FieldValueRequired
NameAO:SDA:Generic Task TemplateYes
SummaryAO:SDA:Generic Task TemplateYes
Template Category Tier 1Change Management SystemYes
TypeManualYes
Status

1

Active

Yes
PriorityLowNo
VisibleYesNo
Task Location: CompanyCalbro ServicesYes
Task Location: RegionAmericasYes
Task Location: Site GroupUnited StatesYes
Task Location: SiteBoston Support CenterYes
Operational Categorization Tier 1+BMC Service Desk AutomationNo
Operational Categorization Tier 1TaskNo
Assignment: Assignee CompanyCalbro ServicesYes
Assignment: Process NameTask Assignment Round RobinNo
Assignment: Assignee OrganizationIT SupportNo
Assignment: Assignee GroupService DeskNo
Assignment: Notify AssigneeYesNo

AO:SDA:Generic Work Order Template

The following table lists the fields, which are generated with the default values as part of the generic work order template.

FieldValueRequired
CompanyCalbro ServicesYes
Template NameAO:SDA:Generic Work Order TemplateYes
SummaryBMC Service Desk Automation Work OrderYes
Work Order TypeGeneralYes
Status

1

Enabled

Yes
Location: CompanyCalbro ServicesYes
Location: RegionAmericasYes
Location: Site GroupUnited StatesYes
Location: SiteBoston Support CenterYes
Operational Categorization Tier 1BMC Service Desk AutomationNo
Assignment: Request Manager: Support CompanyCalbro Services

Yes

Assignment: Request Manager: Support OrganizationIT Support

Yes

Assignment: Request Manager: Support Group NameService Desk

Yes

Back to top

Filter definitions

Filters are triggered on certain application events. Filters populate data on the source forms and then push data from the source forms to the NTE:SYS-NT Process Control form for processing. One or more notification filters can trigger a notification event.

This topic describes the filters that are imported in your BMC Remedy ITSM environment when you install the BMC Service Desk Automation run book. 

The following table defines each of the filter and how it is used in BMC Service Desk Automation run book.

File Name\Filter Name
Qualification
Action
Notes

AO-SDA-CHG
InfrastructureChange
Notify_Scheduled.def

AO:SDA:
CHGInfrastructureChange
Notify_Scheduled_5__c

If the status of the Change ticket is Scheduled

and Operational Categorization Tier 1 is 
BMC Service Desk Automation

and Operational Categorization Tier 2 is 
not equal to Task

Notify the 
Orchestration user

The notification generates an alert 
to be processed by BAO.

For the notification format,

see Notification Format.

AO-SDA-CHG
InfrastructureChange
ToTask.def

AO:SDA:
CHGInfrastructureChange
ToTask_Scheduled_9__c

If the status of the Change ticket is Scheduled

and Operational Categorization Tier 1 
is BMC Service Desk Automation

and Operational Categorization Tier 2 
is equal toTask

Push values to 
the associated Task
Description, Detailed Description, 
ServiceCI 
values are pushed to the task 
whose Operational Categorization Tier 1 
is BMC Service Desk Automation and 
Operational Categorization Tier 2 is equal to Task.

AO-SDA-CHG
InfrastructureChange
ToWorkLog.def

AO:SDA:CHG
InfrastructureChange
ToWorkLog_9__c

If change status isScheduled

and Operational Categorization Tier 1 
is BMC Service Desk Automation

and Created_from_flag is equal to Request

Create a new entry 
in the 
CHG:WorkLogform

Copies values required by the fulfillment task 
into the field DetailedDescriptionof the work log. 
This action is used to consolidate all the required data
for the fulfillment task in one field.

Secure Work Log field is set to true

View Access field is set toPublic
This enables notes field to be populated back 
to the service request activity log.

Note: This action is used for both cases 
where the change is associated with a task and not.

AO-SDA-HPD
HelpDeskNotify
_Assigned.def

AO:SDA:
HPDHelpDeskNotify
_Assigned_5__c

If incident status is Assigned 
and Operational Categorization Tier 1 
is BMC Service Desk Automation

and Operational Categorization Tier 2 
is not equal to Task

Notify the user 
Orchestration

The notification generates an 
Alert to be processed by BAO.

For the notification format, 
see Notification Format.

AO-SDA-HPD
HelpDeskToTask.def

AO:SDA:HPDHelpDesk
ToTask_Assigned_9__c

If incident status isAssigned

and Operational Categorization Tier 1 
is BMC Service Desk Automation

and Operational Categorization Tier 2 
is equal toTask

Push values to 
the associated Task
Description, Detailed Description, ServiceCI 
values are pushed to the task whose 
Operational Categorization Tier 1 is 
BMC Service Desk Automation and 
Operational Categorization Tier 2 is equal to Task.

AO-SDA-HPD
HelpDeskToWorkLog.def

AO:SDA:
HPDHelpDesk
ToHPDWorkLog_9__c

If incident status isAssigned

and Operational Categorization Tier 1 
is BMC Service Desk Automation

and Created_from_flag is equal to Request

Create a new entry 
in the 
HPD:WorkLog form

Copies values required by the fulfillment task 
into the field DetailedDescriptionof work log. 
This action is used to consolidate all
the required data for the fulfillment task in one field.

Secure Work Log field is set to true

View Access field is set toPublic
This enables notes field to be populated 
back to the service request activity log.

Note: This action is used for both cases 
where the incident is associated with a task and not.

AO-SDA-TMS
TaskNotify_Assigned.def

AO:SDA:TMSTaskNotify_
Assigned_9__c

If task status isAssigned

and Operational Categorization Tier 1 
is BMC Service Desk Automation

and Operational Categorization Tier 2 
is equal toTask

Notify the user 
Orchestration
The notification generates an 
Alert to be processed by BAO. 
The notification includes aParent Number.

AO-SDA-WOI
WorkOrderNotif
y_Assigned.def

AO:SDA:WOIWorkOrder
Notify_Assigned_5__c

If work order status isAssigned

and Operational Categorization Tier 1 
is BMC Service Desk Automation

and Operational Categorization Tier 2 
is not equal to Task

Notify the user 
Orchestration

The notification generates an Alert to 
be processed by BAO.

For the notification format, see Notification Format.

AO-SDA-WOI
WorkOrderToTask.def

AO:SDA:WorkOrderToTask
_Assigned_9__c

If work order status isAssigned

and Operational Categorization Tier 1 
is BMC Service Desk Automation

and Operational Categorization Tier 2 
is equal toTask

Push values to 
the associated Task
Description, Detailed Description, 
ServiceC 
values are pushed to task whose 
Operational Categorization Tier 1 is 
BMC Service Desk Automation and 
Operational Categorization Tier 2 is equal to Task.

AO-SDA-WOI
WorkOrderToWorkInfo.def

AO:SDA:
WOIWorkOrder
ToWorkInfo_9__c

If work order status is Assigned

and Operational Categorization Tier 1 
is BMC Service Desk Automation

and Created_from_flag is equal to Request

Create a new entry

in theWOI:WorkInfo 
form

Copies values required by the fulfillment 
task into the field DetailedDescription 
of work log. 

This action is used to consolidate all 
required data for the fulfillment task in one field.

Secure Work Log field is set to true

View Access field is set toPublic
This enables notes field to be populated 
back to the service request activity log.

Note: This action is used for both cases 
where the work order is associated with a task and not.

AO-SDA-ServiceCatalog
ToServiceCatalogAssoc
.def

AO:SDA:ServiceCatalogTo
ServiceCatalogAssoc_5__c

If Service 
Categorization 
Tier 1
 is 
BMC Service 
Desk Automation
Enable association between the 
service catalog entry and the BMC Remedy ITSM applications 
like Change, Incident, Work Order 
and Service Request Management.

AO-SDA-TMSTaskTemplate
ToTMSSummaryData.def

AO:SDA:TMSTaskTemplateTo
TMSSummaryData_5__c
If Task Template is
a child to a Parent Template
then,
push values of the relationship 
toTMS:SummaryData
form.

Create an entry in theTMS:SummaryData 
form for the relationship between a task template 
and its parent template 
(be it change, incident or work order).

Currently, this is valid for only for the 
change-task template relationship 
in the context of Service Desk Automation Runbook.

This filter is fired only when data is imported using the 
BMC Atrium Orchestrator installer and 
the BMC Remedy AR System data import tool and 
NOT when templates are created manually using the BMC Remedy MidTier.

Back to top

Operational categories

Operational categories list all the operational services that a typical help desk provides, such as adding a user account and changing a server password. 

 Each operational category is unique. The following operational categories are installed in BMC Remedy ITSM for the BMC Service Desk Automation run book: 

  • Categorization Tier 1= BMC Service Desk Automation 
  • Categorization Tier 1= BMC Service Desk Automation
    Categorization Tier 2= Task

Notification format

The notification filters that are installed when you install BMC Atrium Orchestrator SDA run book generate the notification alert from BMC Remedy ITSM in the following format.

FieldDescriptionValueRequired
ConfigurationName

Alerts BMC Service Desk Automation run book that the notification
is related to an event in BMC Service Request Management.

For example, BMC_AR_System

BMC_AR_SystemYes
ServiceTypeAlerts BMC Service Desk Automation run book that the notification
is meant for a service desk automation fulfillment use case.
Service Desk AutomationYes
ActionType

Specifies a unique string for each fulfillment use case.

For example, Unlock Account

A value in AST:BusinessService form in RemedyYes
NumberSpecifies the ticket number in BMC Remedy Incident Management,
Change Management, Work Order Management or Task Management system.
A ticket numberYes
ParentNumberSpecifies the change, incident, or work order number of the
task specified in the "Number" field.
Change, incident or work order numberNo
DescriptionSpecifies the description of the ticket.A description or summary information from the ticketNo
Status

Specifies the status of the ticket.

The value is usually Assigned in case of the incident,
task and work order tickets and Scheduled in the case of change tickets.

Status value of the ticketYes

The following figure shows a sample notification generated by BMC Remedy ITSM for an incident created for the Unlock Account service offering. 

Back to top

ITSM ticket format

When the BMC Service Desk Automation run book receives a notification, it attempts to retrieve details of the ticket from BMC Remedy ITSM. The run book looks up the ticket's work log record and expects the details of the work in the following format.

BMC Service Desk Automation: ServiceType=<serviceCI>,[<name=value>,<name=value>,....]
TextDescriptionRequiredStatic
BMC Service Desk Automation:

The prefix is mandatory.

The string distinguishes records related to
BMC Service Desk Automation from other records.

YesYes
ServiceType=

This prefix is used to determine the type of fulfillment use case.

For example, Service Desk Automation

YesYes
<serviceCI>

Corresponds to the CI name for the business service that
is being served by BAO SDA as a fulfillment engine.

This is related to an entry in AST:BusinessService form.

YesNo
[<name=value>,<name=value>,....]

This line includes zero or more CSV formatted name=value pairs
of information required by specific fulfillment use case.

For example,

Note: Currently, one cannot add name=value pairs in multiple lines.

NoNo

Back to top

Was this page helpful? Yes No Submitting... Thank you

Comments