Configuring BMC Remedy ITSM to interact with the artifacts

This topic describes how to configure BMC Remedy ITSM to interact with the artifacts.

Note

The installed BMC Remedy ITSM artifacts are described in BMC Remedy server integration artifacts

  1. Log in to BMC Remedy ITSM using an account with the following permissions:
    • Remedy Administrator
    • Infrastructure Change Config
    • Infrastructure Change Master
    • Incident Config
    • Incident Master
    • Task Administrator
    • Application Config
  2. Configure the Command Automation Interface (CAI) – Application Registry for BMC Network Automation. The Application Registry registers the BMC Network Automation application for the Task Management System. When a Remedy user creates a Network Change, the integration uses the registry to locate the BMC Network Automation server (that is, by URL).

    The system installs a single registry by default, assuming that you have only a single BMC Network Automation server. You must set the Application Name in the registry to BMC Network Automation. The Registry Name should easily identify which BMC Network Automation server (for example, bna-ITOPS-01).

    When a Remedy user creates a Change request and saves the Network Task, Remedy will display a list of registered servers by Registry Name. The selected BMC Network Automation server will be notified of the pending Remedy Change request in the Remedy Inbox.

    Perform the following steps to update the registry to set the connection information for BMC Network Automation:
    1. Log in to BMC Remedy User.
    2. In the IT Home page, click Applications and select Administrator Console > Application Administration Console.
    3. In the Application Administration Console, select the Custom Configuration tab.
    4. Select Foundation > Advanced Options > Command Automation Interface – Application Registry.
    5. Double-click Command Automation Interface - Application Registry. The Application Registry page appears.
    6. Click New search.
    7. To retrieve the list of Registry Names, select Active from the Status field, and click Search. A list containing Registry Name information appears.
    8. Select BMC BladeLogic Network Automation from the list of Registry Names.
    9. Select the Connection tab, and set the connection information:

      Field

      Description

      Access Mode

      Set it to Remote.

      Server

      Enter the site URL found under Admin > System Parameters in BMC Network Automation.

      Example: enter the BMC Network Automation computer name https://<machine_name>:443.

      Protocol

      Set to Other.

      Port

      Leave this field blank.

      Maximum Retries

      Set to 3.

    10. Click Save.
  3. (Optional) Create the Change Configuration rule for the specified company if it does not already exist.

    For an existing company, ensure that the value of the fields specified in the General tab is set as shown in the following table.

    1. Log in to BMC Remedy User.
    2. In the IT Home page, click Applications and select Administrator Console > Application Administration Console.
    3. In the Application Administration Console, select the Custom Configuration tab.
    4. Select Change Management > Advanced Options > Rules.
    5. Double-click Rules. The Change Configuration Rules page appears.
    6. Click New request.

      1. Select the Company option.

      2. Set CHG Rules Status to Enabled.

      3. Select the company from the drop-down list.

      4. Select the General tab, and set the following information:

        FieldValue

        Default Performance Rating 

        3
        Action on Scheduled Dates ChangeWarning Message

        Business Hours Selection

        None

        Assignment Engine Integration    

        Yes

        Assignment Process Implementer

        Change Implementer Assignment - Round Robin
        Assignment Process ManagerChange Manager Assignment - Round Robin

        Assignment Process Coordinator

        Change Coordinator Assignment - Round Robin

        Require Service CI Related After Draft  

        No
        Auto-closeYes
        Auto-close Days10
        Enforce Change Dependency
        Warning
        Enforce Global Time Segments
        None
        Create Service Request on Submit
        No
        Enable Task Phase ManagementNo
        Enforce Task Closure At Each Phase
        No
      5. Click Save.
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