BladeLogic ITSM Integration module

Before you can use the solution to track changes initiated by a BMC Server Automation operator (see Documenting operator-initiated changes for servers), you must ensure that the BladeLogic ITSM Integration module is properly integrated to work with the BMC Server Automation system and BMC Remedy ITSM systems.
This integration requires that you modify the configuration of the module by setting the configuration items in each configuration group so that they match the information entered when you configured change and task templates in your BMC Remedy ITSM.

Runbook Defaults configuration group for BladeLogic ITSM Integration

The values in the Runbook Default configuration items must match the values of the component template in your BMC Server Automation system. The following table lists these configuration items.

Configuration Item

Description

BL_Connection_Details

An XML structure that holds the BMC Server Automation Adapter name.

<connection-details>
<adapter-name>BladeLogic Adapter</adapter-name>
<timeout>TIMEOUT_IN_SECONDS</timeout>\
</connection-details>

Note: If the BMC Server Automation job takes more than 5 minutes to complete, the process times out. To increase the time-out period, modify the <timeout> parameter.

Date_Format

Date format used to convert BMC Server Automation specific date format to the BMC Remedy ITSM epoch date.

Urgency_Mappings

<mappings> <mapping key="Critical">1-Critical</mapping> \\
 <mapping key="High">2-High</mapping> <mapping key="Medium">3-Medium</mapping> \\
 <mapping key="Low">4-Low</mapping> </mappings>

Task_Closed_Reason_ Mappings

<mappings> <mapping key="0">Success</mapping> \\
 <mapping key="1">Failed</mapping> <mapping key="2">Canceled</mapping> \\
 <mapping key="3">Canceled</mapping> <mapping key="4">Canceled</mapping> \\
 <mapping key="5">Canceled</mapping> </mappings>

BL_Time_Zone

This field is used to convert the Scheduled start date (the date found in BMC Remedy ITSM Change) to BMC Server Automation specific date and time for the creation of the remediation job. Best practice is to keep BMC Atrium Orchestrator, BMC Remedy AR System and the BMC Server Automation Application Server all on the same time zone setting. Time zones are interpreted as text if they have names. For time zones representing a GMT offset value, the following syntax is used:
GMTOffsetTimeZone: GMT Sign Hours: Minutes Sign: one of + - Hours: Digit Digit Digit Minutes: Digit Digit Digit: one of 0 1 2 3 4 5 6 7 8 9
Note: Hours must be between 0 and 23, and minutes must be between 00 and 59. The format is locale independent and digits must be taken from the Basic Latin block of the Unicode standard.
For example, GMT-4:00

Email_Notification

Adapter — Name of the Email adapter. For example, SMTP Adapter
To_Address_List — List of email ID's which receives the BMC Server Automation job notification
From_Address — "From" address in the email
CC_Address_List — "CC" list for the e-mail
Subject — Text of the subject line of the email. For example, "BMC Server Automation request creation notification".
Body — Text of the email sent. For example, "This is a notification of a job request creation in BMC Server Automation Inbox. Please view the Inbox for more information."

File_Repository

Location of the file repository (full path). For example, c:\temp.

File_Adapter

Name of the file adapter. For example, FileAdapter.

BL_Locale_Country

Specifies a valid ISO Country Code. This parameter is required only if you specify the BL_Locale_Language parameter. The code must be upper-case, two-letter code as defined by ISO-3166. For example, use ES for spain, US for United States, and so on.

BL_Locale_Language

Specifies a valid ISO Language Code. The code must be lower-case, two-letter code as defined by ISO-639. For example, use en for English, es for Spanish, and so on. This parameter is required only if you specify the BL_Locale_Country parameter.

Change Management configuration group for BladeLogic ITSM Integration

The following table lists Change Management configuration items.

Configuration Item

Description

Platform

Name of the change platform as seen in the Change Management module configuration. For example, BMC_AR_System

Change_Template_Name

Name of the BMC Remedy ITSM change template used to create a change in the target ITSM instance. For example, BladeLogic Compliance Change Template.

Default_Status

Status of the change when created. The default is Request for change.

Default_Change_Type

Type of change. The default is Change.

Default_Impact

Impact type of the change when created. The default is 4-Minor/Localized.

Default_Risk_Level

Risk level of the change when created. The default is Risk level 2.

Default_Timing

Timing value of the change when created. The default is No impact.

Default_Urgency

Urgency level of the change when created. The default is 3-Medium.

Default_Change_Summary

Default summary used to create the change ticket, if the summary is not provided by BMC Server Automation.

Task Management configuration group for BladeLogic ITSM Integration

The following table lists Task Management configuration items.

Configuration Item

Description

Platform

Update the Platform configuration item to match the name of the task platform as seen in the Task Management module configuration (for example, BMC_AR_System).

Operational_Categorization

Update the categorization tiers to match the tiers specified in the task filter.

  • OIC_Tier1: Operator Initiated Change
  • Tier2: BMC BladeLogic
  • RIC_Tier1: Remedy Initiated Change

Default User configuration group for BladeLogic ITSM Integration

The following table lists Default User configuration items.

Configuration Item

Description

Platform

Name of the authentication platform. For example, BMC_AR_System.

Schema

BMC Remedy ITSM Schema used for user identification. For example, CTM: People.

Adapter

Name of the adapter configured in CDP for user authentication. For example, ARS Actor Adapter.

Authentication_Query_ Mappings

The mappings used in the authentication query. Do not modify this field. The field is populated by the information provided in the other fields of this configuration group.

<mappings> <person-id type="int">Person ID</person-id>
<first-name type="string">First Name</first-name>
<last-name type="string">Last Name</last-name>
<company type="int">Company</company>
<login-id type="string">Remedy Login ID</login-id>
</mappings>

Version

Version of ITSM used for user authentication.

Username

User name to authenticate. Use the same name you entered when you created the BMC Remedy ITSM user account on _Creating and configuring BMC Remedy ITSM user accounts for continuous compliance use cases. For example, orchestrationuser or ccsuser.

Configuration Management group for BladeLogic ITSM Integration

The configuration values in your Configuration Management configuration items must match the values of the templates you configured in BMC Remedy ITSM. The following table lists Configuration Management configuration items.

Configuration Item

Description

Platform

Name of the BMC Atrium CMDB platform as seen in the Configuration Management module configuration. For example, BMC_AR_System.

BL_Server_Class_Name

Name of server class used to retrieve the relevant Configuration Item information, if the BMC Server Automation Integration for Atrium is enabled. For example, BMC_ComputerSystem.

BL_ComputerSystem_ Mappings

Specifies the mappings between the configuration item name and the display name. See the following figure.

BL_Atrium_Integration_ Enabled

This configuration item defines whether or not the BMC Server Automation Integration to Atrium is in use. Enter one of the following:

  • True — Set the value to True if you have the BMC Server Automation Integration to Atrium configured and in use. In this case, BMC Server Automation passes on the CI details to BMC Atrium Orchestrator, which then associates those CI's to the task ticket.
  • False — Set the value to False if you are not using BMC Server Automation Integration to Atrium. In this case, BMC Server Automation passes on the target names to BMC Atrium Orchestrator, which then adds these target names to the task notes.

Server_Class_Name

Name of the server class used to retrieve the relevant Configuration Item information. For example, BMC_ComputerSystem.

RCP Console configuration group for BladeLogic ITSM Integration

The following table lists RCP Console configuration items. This configuration group specifies the version and location of the BMC Server Automation Console that is launched from the Task ticket in BMC Remedy ITSM for the operator-initiated change use case.

Note

To launch the BMC Server Automation Console from the BMC Remedy ITSM task ticket, you must install the BMC Server Automation client on the same system as the BMC Remedy ITSM client and complete the settings in this configuration group. Launch of the BMC Server Automation Console is not supported from BMC Remedy Mid-Tier.

Configuration Item

Description

BL_Version

You can have multiple versions of the BMC Server Automation Console installed and as a result you might have multiple BL_Version configuration items. For example, you might have both versions 8.2 and 8.3 of the console installed on a particular computer. This configuration item specifies the version and location of the BMC Server Automation Console that is launched from the Task ticket in BMC Remedy ITSM for the operator-initiated change use case. Update the following items:

  • Version — Enter the version number for the console. For example, 8.3.
  • Windows — If the console is installed on a Microsoft Windows system, enter the console executable path. For example, C:\Program Files\BMC Software\BladelogicCM\rcp
  • UNIX — If the console is installed on a UNIX system, enter the console executable path. For example, /opt/bmc/BladeLogic/CM/rcp

Current_Version

Specifies the version of the BMC Server Automation Console that you want to launch from the Task ticket in BMC Remedy ITSM. For example, 8.3.

RCP_OS

The operating system on which the Current_Version of the BMC Server Automation Console is installed.

Sample xml for BladeLogic ITSM Integration configuration items

<mappings>\\
 <\!-\- BMC_AR System Equipment Field Mappings \-->\\
 <asset-class type="enum-value">AssetClass</asset-class>\\
 <assigned-to type="string-value">AssignedTo</assigned-to>\\
 <creation-date type="time-value">CreateDate</creation-date>\\
 <dataset-id type="string-value">DatasetId</dataset-id>\\
 <description type="string-value">Description</description>\\
 <disposal-date type="time-value">DisposalDate</disposal-date>\\
 <domain type="string-value">Domain</domain>\\
 <floor type="string-value">Floor</floor>\\
 <hostname type="string-value">HostName</hostname>\\
 <id type="string">RequestId</id>\\
 <installation-date type="time-value">InstallationDate</installation-date>\\
 <instance-id type="string">InstanceId</instance-id>\\
 <ip-address type="string-value">LogicalID</ip-address>\\
 <item type="string-value">Item</item>\\
 <last-modified-by type="string-value">LastModifiedBy</last-modified-by>\\
 <logs type="diary-value">MaintenanceLog</logs>\\
 <manufacturer type="string-value">ManufacturerName</manufacturer>\\
 <model type="enum-value">Model</model>\\
 <modified-date type="time-value">ModifiedDate</modified-date>\\
 <name type="string-value">Name</name>\\
 <notes type="diary-value">Notes</notes>\\
 <order-id type="string-value">OrderID</order-id>\\
 <owner type="string-value">OwnerName</owner>\\
 <part-number type="string-value">PartNumber</part-number>\\
 <product-category type="enum-value">AcquiredMethod</product-category>\\
 <purchase-date type="time-value">PurchaseDate</purchase-date>\\
 <received-date type="time-value">ReceivedDate</received-date>\\
 <reconciliation-id type="string-value">ReconciliationIdentity</reconciliation-id>\\
 <region type="string-value">Region</region>\\
 <requisition-id type="string-value">RequisitionID</requisition-id>\\
 <room type="string-value">Room</room>\\
 <schedule-type type="enum-value">ScheduleType</schedule-type>\\
 <serial-number type="string-value">SerialNumber</serial-number>\\
 <short-description type="string-value">ShortDescription</short-description>\\
 <site type="string-value">Site</site>\\
 <status type="enum-value">AssetLifecycleStatus</status>\\
 <submitter type="string-value">Submitter</submitter>\\
 <supplier type="string-value">SupplierName</supplier>\\
 <supported-by-service type="string-value">Supported</supported-by-service>\\
 <system-role type="string-value">SystemRole</system-role>\\
 <tag-number type="string-value">TagNumber</tag-number>\\
 <total-physical-memory type="string-value">TotalPhysicalMemory</total-physical-memory>\\
 <type type="enum-value">Type</type>\\
 <unit-price type="string-value">UnitPrice</unit-price>\\
 <urgency type="enum-value">Urgency</urgency>\\
 <users-affected type="string-value">UsersAffected</users-affected>\\
 <version type="string-value">VersionNumber</version>\\
 <cd-machine-id type="string-value">CDMachineID</cd-machine-id>\\
 </mappings>
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