Walkthrough: Creating Change Tickets for Remediation in Remedy

BMC Helix Cloud Security now supports integration with Remedy so that user can create change ticket for every remediation that takes place either automatically or manually. Change Tickets are generated when user clicks on remediation. This walkthrough shows you how to create a change and acquaints you with related concepts.

Creating Change Ticket in Remedy

Steps

Example Screens

1.

Log on to BMC Helix Cloud Security and click Configure icon > Notifications.

2.

Click on Create Notification in the Manage Notifications page.

3.

On the popup screen that appears, select Create Change.

4.

On the Create a Notification screen, specify the required fields:

Field	Description
Name (required)	The name for the Change Notification Report.
Resources By(required)	The connectors or tags which are required to create the Change.
Create Change Request for (required)	The Remediation type for which the change needs to be created can be one of the following - All Remediations, Only On-Demand Remediations and Only Self Driving Remediations.
BMC Helix Orchestration Instance(required)	Selection of TSO Instance, that is, the TSO connector required to create Change.
Incident workflow (required)	Selection of TSO Instance, that is, the TSO connector required to create the incident.
Ticket creation workflow	This is additional configuration which user can modify to select the custom process for creating change
Ticket updation workflow	This is additional configuration which user can modify to select the custom process for closing the change.

5.

Click Save.

6.

You will be apprised when the change report has been successfully created.

Understanding change

The change would be created whenever user tries to remediate any violation and the connector is part of change notification report. The create change request is sent to TSO(BMC Helix Orchestration) by the Orchestration Connector, which further sends it to ITSM. Once the change is created, the change ID is passed to BMC Helix Cloud Security by the TSO. The change is then visible to the user in the Violations/Resources/Remediations page. The remediation will be triggered only when change is approved. In case the change is rejected or cancelled, the remediation would not be triggered.

BMC Helix integration with ITSM

BMC Helix Cloud Security does not interact directly with external ITSM systems and uses the BMC Helix Orchestration (formerly AO) for communication purposes.

To understand more about the steps and pre-requisites for integrating BMC Helix with ITSM using TSO, see integration with Remedy for incident creation.

Orchestration connector

The communication channel to TSO from BMC Helix Cloud uses standard BMC Helix Connector based architecture. BMC Helix uses the Orchestration connector as the on-premise connector for this purpose.

For more details, see Orchestration connector.

TSO workflows

The TSO workflows which will communicate with ITSM should already be imported in TSO. Customers may choose to import the standard workflows available or use their own, but the input request-output response model should be adjusted as per the out-of-the-box workflows. For more details, see configuring the sample workflow for Remedy integration.

Performing next steps

To on-board an Orchestration connector, see Orchestration connector.

To manage incidents for violations, see Managing notifications.