User scenario for BMC Remedy Service Desk initiated changes

This topic describes a scenario in which the changes requested by a BMC Remedy Service Desk user and completed by a BMC Network Automation operator are automatically recorded, tracked, and approved.

The BMC Remedy Service Desk initiated change use case is part of the larger Continuous Compliance for Networks use case.

Overview

The following scenario presents a walkthrough of the steps involved in tracking changes initiated by a BMC Remedy Service Desk user. It begins with the BMC Remedy user submitting a network change request using the installed Network Change template.

Scenario

• The BMC Remedy user selects the Network Change template.
  
  
• The Network Change template is assigned a network task.
  
  

• The BMC Remedy user enters additional data in the Task Summary instructing network engineering to provision a server (IP 172.22.24.15) onto the network in VLAN 124. When the network task is saved, a BMC Network Automation server is assigned.
  
  If the system only has a single server registered, the assignment is made automatically.

  If multiple BMC Network Automation servers are registered a list is displayed to allow the BMC Remedy user to select the BMC Network Automation application server to implement the change request. See Enforcing continuous compliance to change management process for BMC Remedy Service Desk initiated changes.

  

• The BMC Remedy user progresses the network change ticket through the approvals to the Scheduled state. The BMC Remedy network change request then is displayed in the BMC Network Automation BMC Remedy Inbox, as shown below. Notice the BMC Remedy task summary is displayed in the Description field to give some indication of the change type to the network engineer.
  
  
• The network engineer clicks on the BMC Remedy change request entry to launch an Add Job window. The system automatically assigns the BMC Remedy change ID and task ID to the job. The Comments section is filled in with the task summary for tracking. The network engineer adds a merge action to provision a port on ATL-cisco3750-01 switch for the server.
  
  
• The job runs. After the job completes, the system updates the BMC Remedy network task with a status of Closed. The BMC Remedy user can view the change details by selecting the Launch button on the BMC Remedy network task.

For more information, see Tracking jobs in BMC Remedy ITSM in the BMC Network Automation documentation.