BMC Remedy artifacts

This topic describes the BMC Remedy AR System artifacts and the default values of the objects installed by the Continuous Compliance for Servers run book.

Note

When you install the solution, the BMC Remedy ITSM artifacts are imported in the BMC Remedy ITSM environment. Artifact files are located in the AO_HOME/resources/ContinuousComplianceServers folder on the server on which you ran the content installer.

Application template definitions

This topic describes the definitions for the change and incident application templates that are imported in your BMC Remedy ITSM environment when you install the Continuous Compliance for Servers run book.

 To view the application templates:
  1. From the BMC Remedy ITSM home, click Application Administration Console.
  2. To view the change templates, on the Application Administration Console, click the Custom Configuration tab, and select Change Management > Template > Template.
    Or
    To view the incident templates, on the Application Administration Console, click the Custom Configuration tab, and select Incident Management > Template > Template.
  3. Click New Search to search for change/incident  templates for any of the supported use cases as described in the following table. 

The following table describes the change and task templates for the use cases supported by the Continuous Compliance for Servers solution. 

Change and task templates for the use cases supported by the solution

Use caseChange template NameTask template name
Operator-initiated ChangeOperator Initiated Change

Operator Initiated Change Task Template

Audit

BladeLogic Audit Change Template

BladeLogic Audit Task Template

Compliance

BladeLogic Compliance Template Change

BladeLogic Compliance Task Template

Incident templates for the use cases supported by the solution

Use caseTemplate Name
Operator-initiated Change-
Audit

BladeLogic Audit Inconsistency Incident Template

Compliance

BladeLogic Compliance Template Incident

Operational categories

Operational categories list all the operational services that a typical help desk provides. Each operational category is unique. 

 To view operational categories for any use case:
  1. From the BMC Remedy ITSM home, click Application Administration Console.
  2. On the Application Administration Console, click the Custom Configuration tab and select Foundation > Product/Operational Catalogs and open Operational Catalog.
  3. On the Operational Catalog form, select Operator-initiated Change from the Categorization Tier 1 list and click Search to view the operational categories for the operator-initiated change for servers use case. 
  4. Repeat Step 3 to view the operational categories for any of the use cases supported by the Continuous Compliance for Servers solution.

The following table describes the operational categories set in BMC Remedy ITSM for each of the use case in the solution:

Operational categories for Continuous Compliance for Servers run book

Use caseDescriptionCategorization Tier 1Categorization Tier 2Categorization Tier 3
Operator-initiated ChangeContains the operational categories set for the operator-initiated change for servers use case

Operator Initiated Change

BMC BladeLogic-
AuditContains the operational categories set for the closed-loop audit for servers use caseFailureClosed LoopAudit
ComplianceContains the operational categories set for the closed-loop compliance for servers use caseFailureClosed LoopCompliance

Approval Process Configurations

 To view the Approval Process Configurations for the Continuous Compliance for Servers run book:
  1. From the BMC Remedy ITSM home, click Application Administration Console.
  2. On the Application Administration Console, click the Custom Configuration tab and select Foundation > Advanced Options > Approval Process Configuration.
  3. On the Approval Process Configuration form, click Search to search for the Approval Process Configurations. 

The following table describes the Approval Process Configurations installed by the Continuous Compliance for Servers run book.

Approval Process Configurations for the Continuous Compliance for Servers run book 

Use caseDefault values
Operator Initiated Change - Emergency

The ITSM approval process configuration that manages emergency approvals of change tickets (emergency change tickets). The configuration has the following characteristics:

  • General
    • Form Name: CHG:Infrastructure Change
    • Status: Enabled
    • Description: Operator Initiated Change - Emergency
  • Approval Process tab
    • Phase Name: Business Approval - Emergency
    • Process Name: Change Level CI-IA - Implementation
    • Impacts Approval Status: Yes
    • Auto Approve: Yes
    • Sort Order --[1]
  • Status Flow tab > Status
    • Begin: Request For Change
    • Approved: Scheduled
    • Rejected: Rejected
    • No Approvers: Scheduled
  • Additional Qualifications tab
    • Change Timing/Class: Emergency
Operator Initiated Change - Automatic

The ITSM approval process configuration that manages automatic approvals of change tickets (automatic change tickets). The configuration has the following characteristics:

  • General
    • Form Name CHG:Infrastructure Change
    • Status: Enabled
    • Description: Operator Initiated Change - Automatic
  • Approval Process tab
    • Phase Name: Business Approval - No Impact
    • Process Name: Change Level CI-IA - Implementation
    • Impacts Approval Status: Yes
    • Auto Approve: Yes
    • Sort Order: [10]
  • Status Flow tab > Status
    • Begin: Request For Change
    • Approved: Scheduled
    • Rejected: Rejected
    • No Approvers: Scheduled
  • Additional Qualifications tab
    • Change Timing/Class: No Impact

Filter definitions

 To view the filters:
  1. Go to BMC Remedy Developer Studio.
  2. From the AR System Navigator, go to <server name> > All objects > Filters and search for the filters as listed in the following table.
    The following figure shows the Filters object in the BMC Remedy AR System Developer Studio.

The following table describes the filters that are imported in your BMC Remedy ITSM environment when you install the Continuous Compliance of Servers run book. 

Use caseFilter NameDescription
Operator Initiated ChangeAO:BladeLogic ITSM Integration OIC Filter

This filter generates an alert which is processed by BMC Atrium Orchestrator.

This filter has the following specific configuration:

  • Associated forms: TMS:Task
  • Execution Options
    • State – Enabled
    • Execution Order – 556 - This value must be greater than 555 as there is another filter which executes on 555 by default.
    • Modify – true
  • Run If Qualification – ('Service Cat Tier 1' = "Operator Initiated Change") AND ('Service Cat Tier 2' = "BMC BladeLogic") AND ('TR.Status' != 'DB.Status') AND ('Status' = "Assigned") AND ('Character 05' != $NULL$) AND ('Integer 03' != 9999)
  • If Actions tab > Notify
    • Mechanism – Alert
    • Priority – 1
    • User – user name provided during the installation. For example, orchestrationuser. The same user name must be specified while configuring the BMC Remedy monitor adapter.
    • Text – $Service Cat Tier 1$:$Service Cat Tier 2$:$Task ID$:$RootRequestID$
Audit and ComplianceAO:Closed Loop Server Filter

This filter has the following specific configuration:

  • Associated forms: CHG:Infrastructure Change
  • Execution Options
    • State – Enabled
    • Execution Order – 500
    • Modify – true
  • Run If Qualification – ('TR.Change Request Status' = "Scheduled") AND ('Categorization Tier 1' = "Failure") AND ('Categorization Tier 2' = "Closed Loop") AND (('Categorization Tier 3' = "Audit") OR ('Categorization Tier 3' = "Compliance"))
  • If Actions tab > Notify
    • Mechanism – Alert
    • Priority – 0 (zero)
    • User – user name provided during the installation. For example, orchestrationuser. The same user name must be specified while configuring the BMC Remedy monitor adapter.
    • Text – $Categorization Tier 3$ Change ID: $Infrastructure Change ID$ Status: $Change Request Status$ Configuration Name: BLADELOGIC $Detailed Description$
Server Incident EnrichmentAO:Server Incident Enrichment Filter 1

The filter has the following specific configuration:

  • Associated forms: HPD:Associations
  • Execution options
    • State – Enabled
    • Execution Order – 500
    • Submit– True
  • Run If Qualification – 'Lookup Keyword' = "BMC_COMPUTERSYSTEM"
  • If Actions tab > Notify
    • Mechanism – Alert
    • Priority – 0 (zero)
    • User – user name provided during the installation. For example, orchestrationuser. The same user name must be specified while configuring the BMC Remedy monitor adapter.
    • Text – AOSIE:$Request ID02$:$Request ID01$
Operator Initiated Change/
Audit and Compliance/
Server Incident Enrichment
AO:CCS_CFG_OPCAT_CATALOG_ASSOC_OIC_FILTER

The filter has the following specific configuration:

  • Associated forms – CFG:Service Catalog
  • Execution options
    • State – Enabled
    • Execution Order – 500
    • Merge – True
  • Run If Qualification – 'z1D Action' = "CREATEASSOCIATION_CCS"
Was this page helpful? Yes No Submitting... Thank you

Comments