User scenario for operator-initiated changes for databases
This topic describes a scenario in which the changes implemented by a BMC Database Automation operator are automatically recorded, tracked, and approved in BMC Remedy ITSM.
In this scenario, an operator creates a job in BMC Database Automation to install a patch package to deploy new patch files to several target databases. While creating the Install Patch Package job, the operator schedules the job to be executed now, specifies that a new change request should be created in BMC Remedy ITSM to track this task, and enters the appropriate change request information.
After completing the job definition in the job wizard:
- a BMC Remedy ITSM change and task ticket is created automatically
- the job execution is blocked and displays Pending approval status.
As soon as the corresponding change request in BMC Remedy ITSM has been approved and BMC Database Automation has been notified, the job is executed and the corresponding ticket in BMC Remedy ITSM is updated with the results. This workflow ensures that all server configuration changes are logged for tracking by the change manager.
As part of a regular maintenance schedule, the BMC Database Automation operator creates an install patch package job to deploy new patch files to several target databases.
- The operator configures the install options, the job options, and schedules the job to be executed now in the first 3 steps of the Patch Install Candidates wizard.
- In step 4 of the wizard, the operator chooses Create New Change Ticket, accepts the defaults for Change type, Change Impact, Change Urgency, Change Risk-Level, and Change Class, and enters a description of the change that will result from the execution of the job in Change Summary.
- BMC Database Automation schedules the job and requests that a new change request be created in BMC Remedy ITSM. The new change request is created using a specific change template and includes one task, even if multiple servers are used as targets. The change request ID and task ID are sent to the BMC Database Automation system and the values are attached to the job schedule. The servers that have been specified as targets are associated to the change and task requests as CIs.
- The operator checks to see if the interaction with the change management system was successful by reviewing the job schedule log, which is displayed under the job until the job starts running. For information, see Monitoring jobs and viewing job history in the BMC Database Automation documentation.
- The operator checks the status of the Install Patch Package and sees that it has been approved and executed. For more information about checking the status of jobs configured for change management approval, see Monitoring jobs and viewing job history in the BMC Database Automation documentation.
- After the BMC Database Automation job execution completes successfully, the BMC Remedy ITSM user opens the change ticket to review the following items:
- Status of task (Completed)
- Status of change record - determined by BMC Remedy business logic
- The actual start and end Date of the Change
- Review which servers were updated
- The BMC Remedy Service Desk user reviews the status of the change ticket and the task ticket, noting that the job succeeded and the change and task tickets have been closed. By reviewing the Dates tab of the task ticket, the operator can review the details of when the job was executed.
- The BMC Remedy Service Desk user can also perform the following tasks:
- From the General tab of the task ticket, the BMC Remedy Service Desk user can click Launch to display the BMC Database Automation Console, where the user can review the job details to verify the change actions.
- If there were failures in all or some of the targets, the user can review the status of the change and task records to review the status of the task (which would display as failed), the status of the change request, and which servers were updated and which were not updated, resulting in the failure (in the WorkInfo note).
Note: For more information about using the change management console, see "Using the Change Management Console and the Change form" in the BMC Remedy Change Management User Guide at PDFs.