Configuring the BMC Remedyforce actor adapter

You configure an adapter in the BMC Atrium Orchestrator Grid Manager. While each adapter must have a unique name, you can create multiple adapter instances of the same adapter type with different configuration properties.

The form view provides an easy-to-use interface for configuring adapters. The form view prevents human errors that might occur as a result of copying the configuration XML from the XML sample into the UI when configuring an adapter. You can switch to the XML view to configure those elements and attributes that are not available as fields or to configure all the elements and attributes by using XML only. However, after you switch to the XML view, and save the configuration in XML from that view, you cannot thereafter use the form view to modify the configuration.

To configure the actor adapter:

  1. Log on to the BMC Atrium Orchestrator Grid Manager.
  2. To access the adapters page, click the Manage tab, then click the Adapters tab.
  3. In the Adapters in Repository list, select the bmc-ao-adapter-remedyforce-actor check box.
  4. Click Add to Grid to include the adapter in the Adapters on Grid list.
  5. Click Configure corresponding to the newly added adapter.
  6. On the Add an Adapter Configuration page, perform the following substeps to configure the adapter by using the form view, or skip to step 7to configure the adapter by using the XML view:
    1. Enter a name for the adapter.


      The default name for the BMC Remedyforce actor adapter is RemedyforceAdapter.

    2. Enter a description for the adapter.
    3. Under Properties, enter or select values for the configuration elements.
      Include all the required elements, indicated with an asterisk (*).
  7. (Optional) Configure the adapter in the XML view using the following substeps:
    1. Enter a name and a description for the adapter.
    2. Click Switch to XML View to specify elements and attributes that are not in the form view.
    3. On the Warning message that appears, click Switch View.
    4. Copy the configuration elements and attributes into the Properties text box, and then click OK.


      If the default value for an optional element is acceptable, omit the element. Do not include empty elements.

    5. On the Warning message that appears, click Save.

      This action saves the adapter configuration with settings in the XML view permanently. The newly configured adapter is now listed in the Adapters on Grid list.

      The following table describes the elements of an actor adapter configuration that you can specify using the form view, XML view, or both. You cannot use the form view to configure elements and attributes that do not have an entry in the "UI label" column. To configure such elements and attributes, you have to switch to the XML view.

Configuration node elements for the actor adapter

UI label






Contains the configuration elements to connect to a specific server


Endpoint Address


Specifies the Salesforce endpoint partner URL to be used to log on to the BMC Remedyforce application (

When you log on to, the web site returns the session ID and the endpoint of the actual BMC Remedyforce web service. The <endpoint-address> is used in all the subsequent requests to the BMC Remedyforce application.


Time To Live


Specifies the interval, in minutes, after which the session must refresh

A new session ID is acquired after the specified interval expires. 

Default value: 120 minutes


If you specify the value as more than 120 minutes, you must increase the value for the Session Timeout value field on the BMC Remedyforce server. The value of the <time-to-live>  element should be similar to or less than the Session Timeout Value field.


User Name


Specifies the user name required to log on to the Salesforce web service




Specifies the password that corresponds to the user name


Install Certificate

<install-certificate >

Specifies whether the certificates should be installed automatically

Valid values: true (default), false




Specifies the password of the truststore file

Default value: changeit


Truststore File


Specifies the path of the truststore file that contains the certificates

Default value: Java standard truststore



Contains the elements that define the proxy settings:

  • <host>
  • <port>
  • <user-name>
  • <password>
Specifies the host name or the IP address of the host for the requestConditional; required if you use <proxy-settings>
Specifies the destination port on the proxy server for the requestConditional; required if you use <proxy-settings>
Specifies the name of the user to access the proxy serverConditional; required if the proxy server requires authentication.
Specifies the password for the specified user nameConditional; required if the proxy server requires authentication.
Secure Protocols<secure-protocols>

Specifies the SSL or TLS protocols for establishing network connection with target server

A single string value like SSLv3 or TLSv1 can be entered or a list of protocols separated by commas.

Example: TLSv1,TLSv1.1,TLSv1.2 


XML sample for configuring the actor adapter


Enabling custom logging

To enable custom logging for the adapter, you must specify a log file name. You can also provide additional parameters for logging.


You must be using BMC Atrium Orchestrator Platform version 7.8 or later to use the custom logging feature. These parameters will be ignored in earlier versions of BMC Atrium Orchestrator Platform.

These parameters are available with supported adapter versions. See your adapter documentation for details.

  • Log File Name: Provide a name for the log file.
    This file will be stored in the AO_HOME/tomcat/logs directory. If Log File Max Backup Index value is greater than 0, the log file name is suffixed with the backup index. For example, if the parameter value is a.log, backup log files will have names, such as a.log.1, a.log.2.
  • Log File Size: Specify a size limit for the log file. 
    If the value specified for Log File Max Backup Index is greater than 0, when the specified size is reached, the current file is renamed with the suffix .1. Otherwise, the log file will be reset and over-written. The default value is 10MB. The available units are KiloBytes (KB), MegaBytes (MB) or GigaBytes (GB).
  • Log File Max Backup Index: Enter the maximum number of backup files allowed. The default value is 10.
  • Log File Append: Select this option to append new log information to the existing information in the file. If unselected, the file will be overwritten with new log information.
  • Log Level: Enter the logging level using one of the following choices:

    Logging level



    The most detailed logging level; logs low-level messages, normal execution, recoverable erroneous conditions, and unrecoverable erroneous conditions



    Logs normal execution, recoverable erroneous conditions, and unrecoverable erroneous conditions


    Logs recoverable erroneous conditions and unrecoverable erroneous conditions


    The least detailed logging level; logs only error conditions that are not usually recoverable

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