Configuring BMC Remedyforce for the operator-initiated change run book

For the Operator-initiated change use case, you must configure BMC Remedyforce to integrate with BMC Server Automation. This topic describes the procedures you must do in BMC Remedyforce before you can run the OIC Run Book.

Creating a new user in BMC Remedyforce

You must create a BLAdmin user in BMC Remedyforce to ensure that it matches the user in BMC Server Automation. Unless a BLAdmin user is created, a change and task created in BMC Remedyforce remains without a user name and cannot be edited. 

To create a new user in BMC Remedyforce:

1. Go to BMC Remedyforce application and click Remedyforce Administration.
2. On the administration Home page, click Manage Users and then click Add and Edit User +.
3. On the All Users window, click New User.
4. On the New User window, enter the following information in the required fields.
   1. In the First Name field, enter a name for the user.

   2. In the Last Name field, enter BLAdmin.

      Important

      It is mandatory to specify the last name as BLAdmin, a user profile recognized by BMC Server Automation.

        

   3. Enter relevant details in all mandatory fields. 
   4. Click Save.

Creating new custom fields in change request and task objects in BMC Remedyforce

You need to create some custom fields in the Change request and the Task objects in BMC Remedyforce to save data as per the BMC Server Automation standards. 

To create custom fields in the Change request object

1. Go to BMC Remedyforce home page and from the user name list, click Setup.
2. From the left navigation menu, in the App Setup area, click Create > Objects.
3. From the list of objects, click Change Request.
4. On the Change Request form, scroll down to the Custom Fields & Relationships area and click New.

5. Add new custom fields by consulting the following table.

   Field Type	Field Label	Field Name	Values
   Picklist	OIC Operational Category Tier 1	OIC_Operational_Category_Tier_1	Operator Initiated Change
   Picklist	OIC Operational Category Tier 2	OIC_Operational_Category_Tier_2	BMC BladeLogic

6. Click Next.
7. On the Establish field-level security form, click Next.
8. Click Save. 
   New custom fields are added to the Change request object.

To create custom fields in the Task object 

1. Go to BMC Remedyforce home page and from the user name list, click Setup.
2. From the left navigation menu, in the App Setup area, click Create > Objects.
3. From the list of objects, click Task.
4. On the Task form, scroll down to the Custom Fields & Relationships area and click New.

5. Add new custom fields by consulting the following table.

   Field Type	Field Label	Field Name	Length	Value
   Text	OIC BL Job Description	OIC_BL_Job_Description	255
   Text	OIC BL Job ID	OIC_BL_Job_ID	255
   Text	OIC BL Job Name	OIC_BL_Job_Name	255
   Text	OIC BL Job Type	OIC_BL_Job_Type	255
   Picklist	OIC Launch Command	OIC_Launch_Command		TMS_OUT_BL
   Picklist	OIC Operational Category Tier 1	OIC_Operational_Category_Tier_1		Operator Initiated Change
   Picklist	OIC Operational Category Tier 2	OIC_Operational_Category_Tier_2		BMC BladeLogic
   Text	OIC RCP Console Path	OIC_RCP_Console_Path	255
   Text	OIC Schedule ID	OIC_Schedule_ID	255

6. Click  Next.
7. On the Establish field-level security form, click Next.
8. Click Save. 
   New custom fields are added to the Task object.

Creating new templates

A change and task is created in BMC Remedyforce based on the templates. You must create templates in BMC Remedyforce for change and task to match the BMC Server Automation data. You also need to create an email template to send emails to a specified user when a workflow is triggered when a change is approved or the status is changed. 

To create a new task template

1. Go to BMC Remedyforce home page and from the menu, select Remedyforce Workspaces.
2. From the vertical Workspaces menu, click Templates.
3. Click New . 
4. On the Template window, enter the following information in the requested fields.
   1. From the Template For list, select Task.
   2. In the Name field, enter Operator Initiated Change Task Template.
   3. In the Description text box, enter Operator Initiated Change.

   4. To add fields to the template, in the Click Select to to choose the field.. area, select the values in the list and click Add. 
      Consult the following table.

      Field	Value
      Category	Applications
      Status	OPENED
      OIC Launch Command	TMS_OUT_BL
      OIC Operational Category Tier 1	Operator Initiated Change
      OIC Operational Category Tier 2	BMC BladeLogic

       

   5. Click Save.

To create a new change template

1. Go to BMC Remedyforce home page and from the menu, select Remedyforce Workspaces.
2. From the vertical Workspaces menu, click Templates.
3. Click New . 
4. On the Template window, enter the following information in the requested fields.
   1. From the Template For list, select Change Request.
   2. In the Name field, enter Operator Initiated Change.
   3. In the Description text box, enter BladeLogic Operator Initiated Change.

   4. To add fields to the template, in the Click Select to to choose the field.. area, select the values in the list and click Add. 
      Consult the following table.

      Field label	Value
      Change Type	Normal
      Status	OPENED
      Impact	LOW
      Urgency	MEDIUM
      Description	BladeLogic Operator Initiated Change
      OIC Operational Category Tier 1	Operator Initiated Change
      OIC Operational Category Tier 1	BMC BladeLogic

5. In the Linked Templates area, click Linked Template  and click Link Templates. 
6. In the Select From Templates dialog box, select the Operator Initiated Change Task Template that you created.
7. Click Save. 

To create a new email template

You need to create an email template to generate an email alert when a change is approved or the state is edited.

Perform the following steps to create a new email template:

1. Go to BMC Remedyforce home page and from the user name list, click Setup.
2. From the left navigation menu, in the Personal Setup area, click Email > My Templates.
3. Click New Template.
4. On the Email Template: New Template area, select Text.
5. Click Next.
6. On the New Template form, enter the following information in the required fields. 
   1. Select the Available For Use check box.
   2. In the Email Template Name field, enter OIC Change Request is approved.
   3. In the Template Unique Name field, enter OIC_Change_Request_is_approved.
   4. From the Encoding list, select Unicode (UTF8).
   5. In the Description field, enter Change Request is approved.
   6. In the Subject field, enter Change Request {!BMCServiceDesk__Change_Request__c.Name} is Approved.

   7. In the Body field, enter 
      

      {!BMCServiceDesk__Change_Request__c.OIC_Operational_Category_Tier_1__c}:{!BMCServiceDesk__Change_Request__c.OIC_Operational_Category_Tier_2__c}:{!BMCServiceDesk__Change_Request__c.Name}

7. Click Save.

Creating workflow rules and setting an email alert

The workflow rule defined in BMC Remedyforce enables BMC Remedyforce monitor adapter to send email to the specified user if the conditions specified in the workflow rule are met. 

To create a new workflow rule and set an email alert

1. Go to BMC Remedyforce home page and from the user name list, click Setup.
2. From the left navigation menu, in the App Setup area, click Create > Workflow & Approvals > Workflow Rules.
3. Click New Rule.
4. From the Object list, select Change Request.
5. Click Next.

6. On the Configure Wokflow Rule window, add information in the relevant fields as described in the following table.

   Field	Value
   Rule Name	OIC Change Request approval alert for operator initiated change
   Description	OIC Change Request approval alert for operator initiated change

7. Select the Evaluate the rule when a record is created, and any time it’s edited to subsequently meet criteria option.
8. In the Run this rule if the following list, select criteria are met.

9. In the criteria list, select the values as described in the following table.

   Field	Operator	Value
   Change Request: Status~	Equals	Approved
   Change Request: OIC Operational Category Tier 1	Equals	Operator-initiated change
   Change Request: OIC Operational Category Tier 2	Equals	BMC Bladelogic
   Change Request: Reason	Equals	BMC Bladelogic Change Request

10. Click Save and next.
11. On the Specify Workflow Actions form, from the Add Workflow Action list, select New Email Alert.
12. On the Email Alert Edit form, enter the following information in the required fields.
    1. In the Description field, enter OIC Change Request approval email alert for operator initiated change.
    2. In the Unique Name field, enter OIC_Change_Request_approval_email_alert_for_operator_initiated_change.

    3. In the Email Template field, enter OIC Change Request is approved as created before adding a workflow rule. 

    4.  From the Available Recipients area, select the users to whom this email should be sent and click Add to add them to the Selected Recipients area.
13. Click Save.