Note

 

This documentation supports the 20.19.02 version of BMC Helix Remedyforce.

To view the latest or an earlier version, select the version from the Product version menu.

Configuring the integration between BMC Remedyforce and BMC Client Management

To enable staff members to work with BMC Client Management (known before version 12.0 as BMC FootPrints Asset Core) devices in BMC Remedyforce, you must enable the integration between BMC Remedyforce and BMC Client Management on the Remedyforce Administration > Integrations > BMC Client Management Integration Settings page.

Note

Before you enable the integration, you must set up BMC Client Management as a remote site at Setup > Security Controls > Remote Site Settings. You might need to repeat this step only if the URL or port is changed for BMC Client Management.

The following table describes the steps that you must perform to configure the integration between BMC Remedyforce and BMC Client Management.

Configuration
Steps to be performed
Whitelist salesforce.com network IP addresses.

For information about whitelisting salesforce.com network IP addresses, see Salesforce Help.

Set up BMC Client Management as a remote site in BMC Remedyforce.
  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Integrations tile, and from the menu select BMC Client Management Integration Settings.
  3. Click Salesforce Remote Site Settings to open the All Remote Sites page in a new tab.
  4. Click New Remote Site.
  5. In the Remote Site Name field, type the name of the remote site.
  6. In the Remote Site URL field, type the URL of the BMC Client Management server:port.
    Ensure that you enter the same port number that you have entered in the Web Service Port field while installing the SSL certificate. For more information, see Installing an SSL certificate on the BMC Client Management server.
    Ensure that you include https:// at the beginning of the URL. For more information, see Salesforce Help.
  7. Click Save.

Install a Secure Socket Layer (SSL) certificate on the BMC Client Management server.

Important: You must install a Secure Socket Layer (SSL) certificate for the integration to work. Installing the SSL certificate secures the transactions and encrypts the information passing between the BMC Client Management server and BMC Remedyforce.

For instructions about installing the SSL certificate, see Installing an SSL certificate on the BMC Client Management server.

Ensure that the BMC Client Management Web Service port is accessible over the Internet.

Note: BMC recommends that you only provide access to the Salesforce platform by whitelisting the valid Salesforce IP addresses.

Contact your IT system administrator to make the BMC Client Management Web Service port accessible over the internet and whitelist the valid Salesforce IP addresses.
Enable users to search for and link BMC Client Management devices to incidents or service requests, and to view the severity of incidents created for the alerts and events generated from BMC Client Management.
  1. Navigate to Setup > Create > Objects.
  2. In the Label column, click Incident.
  3. In the Page Layouts section, click Edit next to the page layout that you are using for the Incident object.
  4. (Optional) To allow users to view the severity of the incidents created for the alerts and events generated from BMC Client Management, drag the BCM Severity field to the section.
  5. Drag the Link CI and CMDB Actions buttons to the Incident Detail section.
  6. Click Save.

Enable the REST Web API on the BMC Client Management server.

Note: You must perform this configuration only if you are integrating with BMC FootPrints Asset Core 11.7 or later and want to use the enhanced UI in BMC Remedyforce.

 

  1. In the BMC Client Management server, navigate to Global Settings > External Integration > Web Service Configuration.
  2. Click the Enable Web Service Module on Selected Device toolbar icon.
  3. In the Enable Web Service Module on Selected Device dialog box, select the BMC Client Management server with which you are configuring the integration.
  4. Click OK.

Configure the status mapping to track the progress of operational rules.
  1. For each operational rule status in the Map Operational Rule Status to Task Status section, click the Task Status list.
  2. In the Select From Status window, select the task status that maps to the operational rule status.
  3. Repeat step 1 and step 2 for each operational rule status. The following are possible statuses of an operational rule:
    • Approval Rejected: The operational rule could not be deployed because the approver rejected the approval record for the incident or service request that contained the linked task used to deploy the operational rule.
    • Execution Error: The request to deploy the operational rule could not be successfully completed.
    • Requested: The request to deploy the operational rule has been sent to the BMC Client Management server.
    • Request Error: The BMC Client Management server could not accept the request.
    • Request Pending: The request to deploy the operational rule has not been sent to the BMC Client Management server.
    • Request Successful: The request to deploy the operational rule was successfully completed.
  4. Click Save.
    The status of the task is updated depending on the status of the operational rule.
Configure the BMC Remedyforce external integration on the BMC Client Management server.

  1. In the BMC Client Management server, navigate to Global Settings > External Integration.
  2. Click the Create BMC Remedyforce Integration toolbar icon.
  3. In the Properties dialog box, click Select an existing administrator.
  4. In the Assign an Administrator dialog box, select the user who is a BMC Client Management administrator.
    Ensure that the user has the appropriate permissions to perform direct actions on all devices managed from BMC Remedyforce. Also, the user password must not exceed 127 characters. If the password of the External Integration user exceeds 127 characters, change the password in BMC Client Management by navigating to Global Settings > Administrators > Properties > Authentication tab.
  5. (Optional) To create an incident in BMC Remedyforce when an alert is generated in BMC Client Management, enter the appropriate information in the following fields:
    • Application Login -- Type the user name of the BMC Remedyforce staff member who creates all incidents for BMC Client Management alerts and events.
    • Application Password -- Type the password and the security token of the BMC Remedyforce staff member who creates all incidents for BMC Client Management alerts and events. In Salesforce, navigate to Setup > Reset My Security Token. Click Reset Security Token and an email message is sent to your email address stored in Salesforce. In the Password field, append the security token to the password. For example, if your password is mypassword and your security token is XXXXXXXXX, then you must enter mypasswordXXXXXXXXX in the Password field. If Reset Security Token is not visible, you need to enter the password only.

      Note: If you have enabled the improved Setup user interface in your Salesforce organization, navigate to My Settings > Personal > Reset My Security Token. For more information about the improved Setup user interface, see Salesforce Help.
    • Select the event notifications you want to receive section -- Expand the subsections and select the required alerts and events. For more information, see the BMC Client Management - External Integration Guide.
  6. To close the Assign an Administrator dialog box, click OK.
  7. To close the Properties dialog box, click OK.

Configure the BMC Client Management server details in BMC Remedyforce.

Note: After you save the BMC Client Management server details, BMC Remedyforce creates the BCM category and its subcategories for events that are received from BMC Client Management. Some of the subcategories that are created in BMC Remedyforce are Database, Inventory, Operational Rule, and Performance.

  1. Navigate to the BMC Client Management Integration Settings page.
  2. Select the Enable BMC Client Management Integration check box.
    The Enable enhanced UI for BMC FootPrints 11.7 and BMC Client Management 12.0 and later check box and the Server Name, Server Port, User Name, and Password fields are enabled only after you select this check box.

    The Enable enhanced UI for BMC FootPrints 11.7 and BMC Client Management 12.0 and later check box is selected by default, unless you are upgrading from a previous version and enabled the integration with BMC FootPrints Asset Core 11.6 or earlier.
  3. If you are configuring the integration with BMC FootPrints Asset Core 11.6, or you do not want to use the REST web API in version 11.7 or later, clear the Enable enhanced UI for BMC FootPrints 11.7 and BMC Client Management 12.0 and later check box.
    If you enable the enhanced UI (CMDB Actions window), selecting an action from the BCM Actions menu opens the CMDB Actions window in BMC Remedyforce. You can perform actions on the BMC Client Management devices from the CMDB Actions window, without starting the BMC Client Management console. However, the Remote Control, File System, and File Transfer actions continue to start the BMC Client Management console.

    Note: If you are using the Incidents tab to manage incidents and service requests, the enhanced UI is not available even if you select the Enable enhanced UI for BMC FootPrints 11.7 and BMC Client Management 12.0 and later check box.
  4. In the Server Name field, type the name or IP address of the BMC Client Management server.
    You can enter a maximum of 255 characters in the Server Name field. If the server name exceeds 255 characters, enter the IP address instead.

    Note: If you have entered an IP address in the Server Name field, you must ensure that you also enter an IP address while creating the Salesforce Remote Site Setting.
  5. In the Server Port field, type the port number of the BMC Client Management server.
    Ensure that you enter the same port number that you have entered in the Web Service Port field while installing the SSL certificate. For more information, see Installing an SSL certificate on the BMC Client Management server.
  6. In the User Name field, type the user name of the BMC Client Management External Integration user (the user that you configured in step 4).
  7. In the Password field, type the password of the BMC Client Management External Integration user.
  8. Click Test Connection to validate the credentials that you have entered.
  9. In the confirmation dialog box, click OK.
  10. Click Save.
    If you have configured the integration with version 11.6 of BMC FootPrints Asset Core, or if the REST web API for version 11.7 or later is not configured, the Enable enhanced UI for BMC FootPrints 11.7 and BMC Client Management 12.0 and later check box is cleared.
Configure the BCM Processor to run the job that retrieves the latest logs and operational rule statuses from BMC Client Management.
  1. In the BCM Processor section, type the interval at which the job should run in the Hours and Minutes fields.
  2. Click Start BCM Processor.

Note: BMC recommends that you complete mapping the operational rule and task statuses before starting the processor.

Clear the settings in the BMC Client Management server to request system credentials for remote access.

Note: You must perform this configuration only if you are integrating with BMC FootPrints Asset Core 11.7 or later and want to perform direct actions on devices from the enhanced UI in BMC Remedyforce.

  1. In the BMC Client Management server, navigate to Global Settings > System Variables.
  2. Click the Security tab.
  3. Click the Display the properties of the selected object toolbar icon.
  4. In the Properties dialog box, clear the following check boxes:
    • Request System Credentials for Windows Remote Access
    • Request System Credentials for Linux Remote Access
    • Request System Credentials for Mac OS Remote Access
  5. Click OK.

(Optional) Enable the Validate_BCM_Login validation rule to prevent users from editing the BMC Client Management user name stored in the BCM Login ID field of the User object.

After this rule is enabled, users can delete but not edit the user name in the BCM Login ID field. If users delete the user name, BMC Remedyforce displays the BMC Client Management Authentication dialog box when they attempt to perform an action from the BCM Actions menu or start the BMC Client Management console.

  1. Navigate to Setup > Customize > Users > Validation Rules.
  2. Next to the Validate_BCM_Login rule, click Edit.
  3. Select the Active check box.
  4. Click Save.
(Optional) Edit the page layout of the User object to display the BCM Login ID field.
  1. Navigate to Setup > Customize > Users > Page Layouts.
  2. Next to the Remedyforce User page layout, click Edit.
  3. Drag the BCM Login ID field to the BMC Remedyforce section.
  4. Click Save.
  5. Click Page Layout Assignment.
  6. On the Page Layout Assignment page, click Edit Assignment.
  7. Select the required profiles in the Profiles column.
  8. From the Page Layout To Use list, select the Remedyforce User page layout.
  9. Click Save.

Note: When first-time users connect to BMC Client Management from BMC Remedyforce, they must enter their BMC Client Management credentials. If the credentials are correct, BMC Remedyforce stores the user name in the BCM Login ID field of the user record. Users are not required to enter their credentials for future connection attempts. For more information, see Integrated authentication for BMC Client Management administrators.

(Optional) Configure the creation of logs in BMC Remedyforce for all actions that are performed on BMC Client Management devices.

Select the Enable logs for all actions performed on devices check box. If you do not enable the enhanced UI, logs are created only for the Remote Control and Audit Now actions. However, if you enable the enhanced UI, logs are also created for the following direct actions:

  • Shut down
  • Wake up
  • Registry
  • Process Management
  • Services Each time you perform any direct action on a device, your user name, the action performed, the date/time the action was performed, and the device name are stored in the following location:
  • If you perform an action from the Incidents form, the log entry is added to the Action History related list of the incident record and in the Instance Editor > Details > History tab of the CI instance.
  • If you perform an action from the CMDB Manager, the log entry is added to the Instance Editor > Details > History tab of the CI instance.

Note: Logs for operational rules are generated even if you do not select this option.

Installing an SSL certificate on the BMC Client Management server

To secure the transactions and encrypt the information passing between the BMC Client Management server and BMC Remedyforce, you must install a Secure Socket Layer (SSL) certificate on the BMC Client Management server. For more information about SSL, see http://en.wikipedia.org/wiki/Secure_Sockets_Layer.

If your organization already has an SSL certificate, you can use it or you can purchase an SSL certificate from an SSL vendor such as Go Daddy (http://www.godaddy.com/ssl/ssl-certificates.aspx) or Symantec (http://www.symantec.com/theme.jsp?themeid=ssl-information-center). For more information, see http://wiki.developerforce.com/page/Outbound_Messaging_SSL_CA_Certificates.

After preparing the certificate request by creating a private key and Certificate Signing Request (CSR), you must purchase the SSL certificate. After you purchase the SSL certificate, you are ready to install it.

Note

If you are integrating BMC Client Management (known before version 12.0 as BMC FootPrints Asset Core) onPremise, you must install an SSL certificate for the integration to work.

If you are integrating with BMC Client Management OnDemand, installing an SSL certificate is not required.

To install an SSL certificate on the BMC Client Management server

  1. Start the BMC Client Management console from the CMDB Manager in BMC Remedyforce.
  2. Navigate to Global Settings > External Integration > Web Service Configuration.
  3. Click the Properties toolbar icon.
  4. Select the Enable Web Service check box.
  5. In the Web Service Port field, type the number of the port on which the web service should run.
  6. In the Web Service Thread Count field, type the number of threads that may be handled simultaneously.
  7. Click OK.
  8. To create a private key and CSR, perform the following actions:
    1. Click the Prepare Certificate Request toolbar icon.
    2. In the Prepare Certificate Request window, enter the following details: 
      • Domain Name
      • Organization
      • Department
      • City
      • State/Province
      • Country
      • Private Key Password
    3. Click Save Private Key.
    4. Browse to the location at which you want to save the private key.
      BMC recommends that you save the private key in the same folder in which you saved the SSL certificate.
    5. Click Save.
    6. In the Prepare Certificate Request window, click Save CSR.
    7. Browse to the location at which you want to save the CSR.
      BMC recommends that you save the CSR in the same folder in which you saved the SSL certificate and the private key
    8. Click Save, and then click Close.
  9. Provide the private key and CSR to an SSL vendor and purchase the SSL certificate from the vendor.
  10. Click Install the certificate.
  11. In the Give a name to your certificate field, type a name for your certificate.
  12. In the Root Certificate section, click Browse to browse to the location at which the root certificate is located, and open the root certificate file.
    Some certificate providers might give you the root and intermediate certificates in one file. You can verify that you have added the correct certificate by clicking Details and viewing the content of the certificate. A root authority is self-signed; therefore, the Issuer and Subject fields must have the same value.
  13. If both certificates are present in one file, delete the content from the ----BEGIN CERTIFICATE-- to the- ---END CERTIFICATE--- markers for the first certificate. Click Details and verify that the Issuer and Subject fields have the same value. If values are different, delete the entire content and again open the root certificate file. Now, delete the content from the ---BEGIN CERTIFICATE--- to the- ---END CERTIFICATE---- markers for the second certificate. Click Details and verify that the Issuer and Subject fields have the same value.
  14. Click Close.
  15. In the Intermediate Certificate section, click Browse to browse to the location at which the intermediate certificate is located, and open the intermediate certificate file.
  16. If both certificates are present in one file, delete the content from the ----BEGIN CERTIFICATE--- to the- ---END CERTIFICATE--- markers for the first certificate. Click Details and verify that the Issuer and Subject fields have different values. If the values are the same, delete the entire content and again open the intermediate certificate file. Now, delete the content from the ---BEGIN CERTIFICATE--- to the- ---END CERTIFICATE---- markers for the second certificate. Click Details and verify that the Issuer and Subject fields have different values.
  17. In the Final Certificate section, click Browse to browse to the location at which the final certificate is located, and open the final certificate file.
  18. To view the final certificate, click Details.
  19. Click Close.
  20. In the Final Certificate section, click Browse to browse to the location at which the private key is located, and open the private key file. You can verify that the private key has been added by checking for the ---BEGIN RSA PRIVATE KEY--- and ---END RSA PRIVATE KEY---- markers.
  21. In the Private Key Password field, type the private key password you entered while creating the private key.
  22. Click Install Certificates.
  23. In the confirmation dialog box, click Close.
  24. In the Install Certificate window, click Close.
  25. Click Refresh. The SSL certificate is installed on the BMC Client Management server. The SSL certificate appears in the Web Service SSL Certificate File attribute.

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