User scenario for operator-initiated change in BMC Remedyforce

This topic describes a scenario in which the changes implemented by a BMC Server Automation operator are automatically recorded, tracked, and approved in BMC Remedyforce.

Overview

An operator in the the IT operations organization is using BMC Server Automation to run the File Deploy Job to deploy one or more files from one location to another server.

You can execute the job in BMC Server Automation by using the following options:

  • Approval Type: Select the approval type and based on the choice, until the change and task that is created in BMC Remedyforce is manually or automatically approved, the job is not executed.  
  • Use existing change ticket: Select an existing template 

To create a change and task for the job, the operator executes the job in BMC Server Automation with the following approval types. 

  • Manual approval:  Creates a change and task in BMC Remedyforce, which requires a manual approval by an administrator and then the job is executed by using BMC Server Automation.
  • Automatic approval: Creates a change and task in BMC Remedyforce with Medium urgency and is automatically approved. After approval, the job is executed in BMC Server Automation.
  • Emergency approval: Creates a change and task in BMC Remedyforce with High urgency and is automatically approved. After approval, the job is executed in BMC Server Automation. 

The operator creates the job, selects the Execute Now option, and specifies that the change should be approved in BMC Remedyforce by selecting an appropriate approval type.

Executing jobs by specifying an approval type 

As part of a regular maintenance schedule, the BMC Server Automation operator creates a File Deploy Job to deploy new configuration files to several target servers. Because the administrator has specified that File Deploy Jobs must be approved by BMC Remedyforce, the wizard displays the Approval Information window. The following scenario occurs when the operator selects the Manual approval for a job.

The following figure describes the end to end use case for the operator-initiated change for BMC Remedyforce when a manual approval configuration is selected. 


  1. On the BMC Server Automation console, the operator (BLAdmin user) executes the File Deploy Job by clicking Execute. 
  2. On the Approval Information window, the operator selects Change Management: Manual approval, accepts the defaults for Change typeImpact, and Risk Level, and enters a description of the change that will result from the execution of the job. For information about configuring job approvals, see Configuring BMC Server Automation for the operator-initiated change run book. A change request and an associated task is created in BMC Remedyforce.

    Note

    The values are generated based on the change template created in BMC Remedyforce. If you specify any other value, the values in the change request template are overridden and a change request is created with the new values.

  3. The operator chooses to have a new change ticket opened for this job execution, and completes the job definition. The BMC Remedyforce actor adapter is invoked to create a change request in BMC Remedyforce.

  4. 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 and the values are attached to the job schedule. The servers that have been specified as targets are associated to the change and task requests.The operator checks to see if the interaction with the change management system was successful by reviewing the job schedule log, which is displayed under the job until the job starts running. For information, see the Viewing job schedules page in the BMC Server Automation online documentation.
  5. As a BMC Remedyforce user, you log on to the BMC Remedyforce application and change the status of the change request to APPROVED. 
  6. An email is sent to the user specified in BMC Remedyforce. 
     

    For a Change Management: Automatic Approval type or a Change Management: Emergency Approval type, no manual intervention is required for the job to be approved and subsequently executed. 

  7. The Remedyforce monitor adapter for BMC Atrium Orchestrator reads the email message and based on the content of the email, a workflow is triggered.
  8. The BMC Atrium Orchestrator workflow sends an alert and in BMC Server Automation, the status of the job is changed from In Progress to Approved
  9. The operator checks the status of the File Deploy Job and sees that it has been approved and executed. The operator validates whether the file is actually deployed to the target directory or server.

    For information, see the Viewing job schedules page in the BMC Server Automation online documentation.

    If the change request in BMC Remedyforce is rejected or canceled, then the corresponding BMC Server Automation job schedule remains in the Waiting for approval state (shown in the Tasks in Progress pane) the change request might be re-opened and moved into pre-approved state at a later time. If the change request remains in a Rejected or Canceled state after the job schedule expires, the job schedule is automatically deleted in BMC Server Automation. If a job in Waiting for Approval status is canceled (for example, due to time-out), the BMC Remedyforce task associated with the change request is automatically closed.

  10. The operator verifies the status of the task and change request in BMC Remedyforce and reviews that the status is CLOSED. 

Executing jobs by specifying an existing change ticket

You can create a change request and a task for a File Deploy Job in BMC Remedyforce and then provide the Change ID and Task ID while executing a job in BMC Server Automation. You can only specify the change ID and task ID when the status of the change request and task in BMC Remedyforce is APPROVED. 

  • The operator executes the File Deploy Job by clicking Execute.
  • On the Approval Information window, the operator selects Use existing Change Ticket and specifies the change request ID and the task ID created in BMC Remedyforce. When the operator clicks OK, the job is executed. 
  • The operator checks to see if the interaction with the change management system was successful by reviewing the job schedule log, which is displayed under the job until the job starts running. For information, see the Viewing job schedules page in the BMC Server Automation online documentation.
  • The operator checks the status of the File Deploy Job and sees that it has been approved and executed. The operator validates whether the file is actually deployed to the target directory or server.
    For information, see the Viewing job schedules page in the BMC Server Automation online documentation.
  • The operator verifies the status of the task and change request in BMC Remedyforce and reviews that the status is CLOSED.
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