Configuring the BMC Service Desk Automation module

This topic describes the configuration setting for the BMC Service Desk Automation module, which is a part of the BMC Service Desk Automation run book.

The BMC Service Desk Automation module supports BMC Remedy ITSM, BMC Service Request Management, and BMC MyIT. 

To view the module configuration

  1. Using BMC Atrium Orchestrator Development Studio Project Navigator, open the BMC Service Desk Automation module, and double-click configuration.
  2. You can add or update the configuration to match your requirements.
    Consult the following table to view the configuration details.

BMC Service Desk Automation module configuration 

Configuration group/
Configuration item 
Configuration elementsDescription
Adapters
AR_SystemAdapterName

Specify the name of the BMC Remedy AR System actor adapter in your environment.

The default name of the adapter is ARSAdapter.

 Target

Contains the following child elements:

  • host: Specifies the fully qualified host name or IP address of the BMC Remedy AR System server.
    Example: pun-abc-123456.bmc.com
  • Port: Specifies the remote connection port number. 
    In the absence of this element, a default value of 0 is assigned.
    This default causes the BMC Remedy AR System to use its default TCP/IP port number.
     
  • UserName: Specifies the user name to be used to connect to the BMC Remedy AR System server.
  • Password: Specifies the password that corresponds to the <user-name> specified.
FulfillmentIntegrations
DefaultsRequestResponseTemplate

Specifies the default template in which the requests and responses will be generated.

 Click here to view the RequestResponseTemplate
<bao-process-data>
  <metadata>
    <!-- Target server name or IP Address and port information -->
    <target-name />
    <!-- Request type, like 'Reset Password' or 'Unlock Account' -->
    <request-type />
    <!-- Indicates data type of the response data. Supported values:  text/xml -->
    <data-type />
    <!-- success or failure -->
    <status />
    <!-- Runbook specific error code, in case of failure -->
    <error-code />
    <!-- Summary error text, in case of failure -->
    <error-summary />
    <!-- Detailed error text, in case of failure -->
    <error-detail />
    <!-- Resolution text, in case of failure -->
    <resolution-steps />
    <!-- Time taken to fulfill the request, success or failure -->
    <time-taken-seconds />
    <!-- location of any external log file or record -->
    <log-info />
  </metadata>
  <!-- Contains data to be updated by a process. Should represent name/value pairs,
			   where tag name is the field name to be updated and value  is the new value -->
  <request-data />
  <!-- Details of the response from the target server -->
  <response-data />
</bao-process-data>
ITSMIntegrations
AR_SystemChangeManagement

Contains the configuration mappings for the Change Management module in the BMC Remedy AR System.

For a detailed list of configuration values and mappings, see Change Management configuration item.

 IncidentManagement

Contains the configuration mappings for the Incident Management module in the BMC Remedy AR System.

For a detailed list of configuration values and mappings, see Incident Management configuration item.

 TaskManagement

Contains the configuration mappings for the Task Management module in the BMC Remedy AR System.

For a detailed list of configuration values and mappings, see Task Management configuration item.

 

WorkOrder

Contains the configuration mappings for the BMC Service Request Management system.

For a detailed list of configuration values and mappings, see Work Order Management configuration item

BAOEventForFulfillmentDefaultInvocationEventType 

Specifies the default invocation event type to be used for invoking the events

Valid values: Remedy (default), JMS

Note

By default, the remedy event alerts BMC Atrium Orchestrator about the service request. JMS alerts can be used to invoke the fulfilment of the use case.

 JMSEventDetails

Contains the following elements:

  • Default_Adapter_Name: Specifies the name of the adapter.
    Valid value: JMSActorAdapter
  • Default_Destination: Specifies the default destination for the JMS event.
    Valid value: dynamicQueues/sda
 RemedyEventDetails

Contains the following elements:

  • Alert_Source: BMC Service Desk Automation Runbook
  • Alert_User: Orchestration
  • Default_Adapter_Name: ARSAdapter
  • ID: 2
  • Version: v8.0

Incident Management configuration item

To configure the Incident Management configuration item, consult the following table. 

Configuration itemValue
EnabledSpecify true to enable the incident management module
Template_Name

Specifies the name of the template used to create the incident

Default value: AO:SDA:Generic Incident Template

Default_Status

Specifies the default status to be assigned to the incident

Default value: Assigned

Default_Impact

Specifies the default impact to be assigned to the incident

 Default value: 3-Moderate/Limited

Default_Reported_SourceSystems Management
Default_Status_Reason

Specifies the default status reason to be assigned to the incident

Default value: Infrastructure Change

Default_Urgency

Specifies the urgency to be assigned to the incident

 Default value: 3-Medium

Default_Service_Type

Specifies the service type to be assigned to the incident

 Default value: Infrastructure Event

Default_WorkInfo_Type

Specifies the workinfo type to be assigned to the incident

Default value: Working Log

Default_WorkInfo_SecureLog

Specifies whether to save the logs in a secure mode (SH:??)

Default value: No

Default_WorkInfo_ViewAccessPublic
Default_Workinfo_Summary_Prefix

Specifies the prefix to be appended to the work info summary for the incident

Default value: BMC automated fulfillment process update

Schema_Name

Specifies the schema name for the incident

 Default value: HPD:IncidentInterface

Default_Progress_Status

Specifies the default status of the ticket

Default value: In Progress

Default_Status_Reason_Summary

Specifies the default summary for the status reason

Default value: Temporary Corrective Action

Default_Close_Status_Reason

Specifies the default status to be added when the ticket is closed

Default value: No Further Action Required

Default_Failed_Status_Reason

Specifies the default status to be added when the workflow fails

Default value: Fulfillment process failed

Default_Success_Status

Specifies the default success status

 Default value: Closed

Default_Failed_Status

Specifies the default failed status

Default value: Failed

Create_ChangeDefault value: True
Validate_Incident_TemplateDefault value: False
Default_Schema_Form_NameDefault value: HPD:WorkLog

Back to top

Change Management configuration item

To configure the Change Management configuration item, consult the following table. 

Configuration itemValue
EnabledSpecify true to enable the change management module
Change_Template_Name

Specify Service Request Change Template

Default value: AO:SDA:Generic Change Template With Task

Default_Change_Assignee

Specify the name of the person to be assigned the change

Default value: Orchestration

Default_Change_Type

Specify the type of the change

Default value: Change

Default_Status

Specify the default status to be assigned to the change

Default value: Scheduled

Default_Impact

Specifies the default impact to be assigned to the change

Default value: 3-Moderate/Limited

Default_Risk_Level

Specifies the default risk level to be assigned to the change

Default value: Risk Level 2

Default_Urgency

Specifies the urgency assigned to the change

Default value: 3-Medium

Default_Timing

Specifies the default timing for the change

Default value: Normal

Schema_Name

Specifies the schema name for the change

Default value: CHG:Infrastructure Change

Default_WorkInfo_Type

Specifies the default work info to be added to the change request

Default value: General Information

Default_WorkInfo_SecureLogDefault value: No
Default_WorkInfo_ViewAccessDefault value: Public
Default_Workinfo_Summary_Prefix

Specifies the prefix to be attached to the change request summary

Default value: BMC automated fulfillment process update

Default_Progress_Status

Specifies the status for the change request when the change is in progress

Default value: Implementation In Progress

Default_Status_Reason_Summary

Specifies the summary for the change request

Default value: Temporary Corrective Action

Default_Change_Workinfo_Summary_PrefixDefault value: BMC automated fulfillment process update
Default_Change_Description

Specifies the description in the change request

Default value: This is default change description.

Default_Authorization_StatusDefault value: Request For Authorization
Default_First_Name

Specifies the first name to be added to the change request

Default value: Orchestration

Default_Last_Name

Specifies the last name to be added to the change request

Default value: Admin

Default_Phone_Number

Specifies the phone number in the change request

Default value: 1111111111

Default_Company_Location

Specifies the location of the company for the change request

Default value: Calbro Services

Validate_Change_TemplateDefault value: False
Default_Schema_Form_NameDefault value: CHG:WorkLog

Task Management configuration item

To configure the Task Management configuration item, consult the following table. 

Configuration itemValue
Default_Communication_Source

Specifies the communication source

Default value: Email

Default_Completed_StatusDefault value: Closed
Default_NotesDefault value: Task in progress
Default_Progress_StatusDefault value: Work in Progress
Default_WorkInfo_SecureLogDefault value: No
Default_WorkInfo_TypeDefault value: General Information
Default_WorkInfo_ViewAccessDefault value: Internal
Default_WorkInfo_Summary_PrefixDefault value: BMC automated fulfillment process update


Work Order Management configuration item

To configure the Work Order Management configuration item, consult the following table. 

Configuration itemValue
Work_Order_Template_Name

Specifies the name of the template to be used for the work order

Default value: AO:SDA:Generic Work Order Template

Default_Status

Specifies the default status of the work order

 Default value: Assigned

Default_Workinfo_Summary_PrefixDefault value: BMC automated fulfillment process update
Default_WorkInfo_TypeDefault value: General Information
Default_WorkInfo_SecureLogDefault value: No
Default_WorkInfo_ViewAccessDefault value: Public
Default_Progress_StatusDefault value: In Progress
Default_Completed_StatusDefault value: Completed
Default_Failed_OR_Rejected_StatusDefault value: Rejected
Validate_WorkOrder_TemplateDefault value: False
Default_Schema_Form_NameDefault value: WOI:WorkInfo
Was this page helpful? Yes No Submitting... Thank you

Comments