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Creating and configuring BMC Remedy ITSM user accounts for continuous compliance for databases

This topic contains procedures for creating and configuring BMC Remedy ITSM user accounts for the Continuous Compliance for Database Automation solution.

Creating the BMC Remedy ITSM user account for BMC Atrium Orchestrator

To create and update change and incident tickets in BMC Remedy ITSM, you must create a BMC Remedy user account. The account:

  • Is used to manage change and incident tickets
  • Must have permission to create, modify, and delete change, task, and incident records
  • Must be dedicated to the BMC Atrium Orchestrator, and not used by other users or applications
  • Must have a logon ID of orchestrationuser, or if you are implementing multiple solutions, BMC recommends that you use the following convention for the BMC Remedy account user names:
    • ccsuser for Continuous Compliance for Servers
    • ccnuser for Continuous Compliance for Networks
    • ccduser for Continuous Compliance for Databases


To perform this procedure, you must logon with a role that includes the following permissions:

  • BMC Remedy Administrator
  • Infrastructure Change Configuration
  • Infrastructure Change Master
  • Incident Configuration
  • Incident Master
  • Task Administrator
  • Task Application Configuration
  • Config Categorization Admin
  • Config Group Mapping Admin

To create a BMC Remedy user account for the solution, complete the following steps:

  1. Log in to the BMC Remedy ITSM system with administrative privileges.
  2. From the IT Home page, click Application Administration Console.
  3. Click Standard Configuration tab.
  4. From the Configuration for company list, select your company.
  5. Select People > Create.
  6. Complete the fields on the User Account Creation (People) window as shown in the following table:
    User account creation (People) window fields



    First Name

    Enter Atrium as the first name for the user account.

    Last Name

    Enter Orchestrator as the last name for the user account.

    Client type

    Select a client type.

    Profile Status

    Select Enabled.

    Client Sensitivity

    Select Standard. For VIP, select No.

    Support Staff

    Select Yes. Selecting Yes displays the Support Groups tab. Select the Change Management group that your incident and change templates use.

    Assignment Availability

    Select Yes.

    Phone Number

    Assign a phone number.


    Select the company for the OA-Management integration.


    Select a site.

  7. Click the Login/Access Details tab, and complete the fields listed in the following table.
    Login/Access Details tab fields



    Login ID

    Enter the account name. For example, enter orchestrationuser, or a solution-specific ID if you are implementing multiple solutions (for example, ccnuser for Continuous Compliance for Networks).


    Enter a password to use later for configuring the AR Server Adaptor in BMC Atrium Orchestrator.

    License Type

    Select Fixed.

    Full Text License Type

    Select None.

    Access Restrictions

    Select Unrestricted Access.

  8. Click Save.
  9. Select Update Permission Groups.
  10. In the Permission Group window, add the following permission groups with their associated License Type. The License Type must be set to Fixed, where applicable.
    • Administrator
    • Incident Master
    • Incident Config
    • Infrastructure Change Master
    • Task Manager
    • Infrastructure Change Config
    • Config Categorization Admin
    • Config Group Mapping Admin


      Adding the Incident Master permission group automatically adds Asset Viewer permission, which is a required permission.

  11. Click Close and click Save.

Configuring group auto assignments for change tickets

  1. From the BMC Remedy IT Home window, click Application Administration Console.
  2. On the Application Administration Console, click the Custom Configuration tab and select Foundation > Configure Assignment > Configure Application Assignment to open the Configure Application Assignment window.
  3. From the Event Details menu, select Infrastructure Change Manager, and select a status of Enabled.
  4. In the Assignment section, select Support Company, Support Organization, and Assigned Group.
  5. In the Routing Order section, select Contact Company and Company, and complete the optional fields with appropriate values.
  6. Check Yes for Change Management and for Available Systems.
  7. Click Save and Close.
  8. Repeat step 1 through step 7, however in step 3, select Infrastructure Change coordinator from the Event Details menu.
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