Configuring for integrating with BMC Remedy IT Service Management Suite

This topic contains the following information and procedures for integrating BMC Release Process Management and BMC Remedy IT Service Management Suite.

• • Workflows and use cases
  • Before you begin
  • To prepare the BMC Atrium Orchestrator workflows
  • To configure products for the integration

Workflows and use cases

The integration of BMC Remedy IT Service Management Suite (BMC Remedy ITSM Suite) 7.6.04 SP2 with BMC Release Process Management 4.8  enables you to use the following workflows:

• (Recommended) Use BMC Remedy ITSM Suite for release planning and use BMC Release Process Management for executing the release plan
• Use BMC Release Process Management for release planning and BMC Remedy ITSM Suite for change tracking

With this integration and depending on the workflow that you choose, you can create the following:

• Releases as plans in BMC Release Process Management
• Change requests as tickets in BMC Release Process Management
• Releases in BMC Remedy Action Request System (BMC Remedy AR System) by using the BMC Release Process Management interface
• Change requests in the BMC Remedy AR System by using the BMC Release Process Management interface

Before you begin

• Ensure that you have the skill-sets required for performing this integration.
• Ensure that you installed the following products:
  • BMC Remedy IT Service Management Suite, with BMC Remedy Developer Studio, and BMC Remedy Release Management components
  • BMC Atrium Orchestrator, including components such as Configuration Distribution peer (CDP), HTTP Adapter, BMC Remedy AR System actor adapter, and BMC Remedy Monitor Adapter. BMC Atrium Orchestrator is used as a communication utility that enables data exchange between BMC Remedy ITSM Suite and BMC Release Process Management and launching the integration-specific processes in both systems.
  • BMC Release Process Management
    For information about the versions supported, see System-requirements.
• Ensure that you performed the necessary configuration in all products involved in the integration. See To configure products for the integrationfor more information.
• Ensure that you imported the BRPM_Remedy_Filters .def file packaged with BMC Release Process Management installation into the BMC Remedy IT Service Management Suite by using BMC Remedy Developer Studio.
• Ensure that in the BMC Remedy IT Service Management Suite you have created one user with administrator privileges to access all the releases, and to change requests and tasks. Create a new user and set up the necessary access level if necessary.
• Ensure that the necessary workflows are available in the BMC Atrium Orchestrator instance that you use for integration with the BMC Remedy IT Service Management Suite. See more information on preparing the workflows here.
• Ensure that you installed and configured BMC Atrium Orchestrator Content 20.12.01 or later. You can download this product under the BMC Atrium Orchestrator Application Adapters link on the Licensed Products tab on the EPD website.

To prepare the BMC Atrium Orchestrator workflows

1. Access BMC Atrium Orchestrator Development Studio.
2. Import and unbundle the BRPM_Change_Management.2.6.0.roar and BRPM_Remedy_Hooks.2.6.0.roar files that are packaged with the product.
3. Export these files to the repository.
4. Activate the repository on the BMC Atrium Orchestrator CDP interface.

For more information about the location of the product and downloading files, see Preparing-for-installation.

To configure products for the integration

1. Access the BMC Release Process Management interface and perform the following tasks:
   1. Create a plan template.
   2. Create a team with the same name as that specified in the Release Coordinator Group box on the Release Management console in BMC Remedy AR System.
   3. Create a user with the same name as that specified in the Release Coordinator box in BMC Remedy AR System.
       For more information about field mappings between the BMC Remedy AR System and BMC Release Process Management, see Entity-mapping-for-BMC-Remedy-IT-Service-Management-Suite.
2. Access the BMC Atrium Orchestrator CDP interface, navigate to Manage > Adapters, and then add the following adapters:
   1. Remedy Monitor Adapter
   2. HTTP Adapter

   3. Remedy Actor Adapter
       While configuring the adapters, you must specify information for certain Properties fields.

      Mandatory Properties fields (Click to expand)

      Property	Description
      Remedy Monitor Adapter Sample XML view
      Target	Specify the host name or the IP address of the BMC Remedy AR System server that you are using
      Port	Specify the port of the BMC Remedy AR System server
      User Name	Specify the user name to connect to the BMC Remedy AR System server
      Password	Specify the password to connect to the BMC Remedy AR System server
      HTTP Adapter Sample XML view
      Data Format	Specify xml in this box
      Request Timeout	Specify the interval (in seconds) after which a timeout occurs if a connection is not established with the HTTP server
      Remedy Actor Adapter Sample XML view
      Target	Specify the host name or the IP address of the BMC Remedy AR System server that you are using
      Port	Specify the port of the BMC Remedy AR System server
      User Name	Specify the user name to connect to the BMC Remedy AR System server
      Password	Specify the password to connect to the BMC Remedy AR System server

      For more information about configuring adapters, see Configuring-the-BMC-Atrium-Orchestrator-Application-Adapter-for-BMC-Remedy-AR-System.

      Warning

      Note

      If you want to restrict the visibility and access permissions (for viewing only limited information about certain BMC Remedy ITSM Suite releases from BMC Release Process Management) to only a specific set of users. you can create additional instances of Remedy Actor Adapter. You must create separate users in BMC Remedy ITSM Suite that have appropriate access permissions (restricted visibility). Use the same user name and password while creating the Remedy Actor Adapter instances.

      Information

      Recommendation

      BMC recommends that you create new instances of the application adapters and not use any existing ones configured on the BMC Atrium Orchestrator CDP interface.

3. Access BMC Atrium Orchestrator Development Studio and perform the following tasks:
   1. On the Manage > Modules tab, ensure that you have activated the following modules:
      1. AMP-AD-BMC-Remedy-ARS (must be a part of BMC Atrium Orchestrator Content)
      2. AutoPilot-AD-Utilities (must be a part of BMC Atrium Orchestrator Content)
      3. BRPM_Remedy_Change_Management
   2. Edit the BRPM_Remedy_Change_Management module and change the following configuration settings.
      (Click each of the following settings to expand it and see the description.)
      1. adapter_settings

         Setting	Description
         certificate_store_password	Represents the certificate store password of BMC Atrium Orchestrator. This is required to store the self-signed certificate provided by the BMC Release Process Management server (only if this server is running in the SSL mode). Default: changeit
         http_adapter	Represents the name of the HTTP Adapter instance that you created and configured earlier. This is needed to connect to BMC Release Process Management. Default: HTTP Adapter
         remedy_actor_adapter	Represents the name of the Remedy Actor Adapter instance that you created and configured earlier. This is needed to connect to BMC Remedy AR System. Default: Remedy Actor Adapter

      2. brpm_instance_settings

         Setting	Description
         authentication_token	Represents the API Key value in BMC Release Process Management To obtain this key, access BMC Release Process Management, and click Profile in the top-right corner of the application. On the Your profile tab, next to API Key, click the (show) link. Note: You need administrator privileges to be able to see the API Key in your profile on BMC Release Process Management.
         default_values	Specify the value for the following attributes: plan_template_id Represents the database ID of the plan template created in BMC Release Process Management. This ID is required for creating a release as a plan in BMC Release Process Management.     To obtain this ID, navigate to Environment > Metadata > Manage Plan Templates in BMC Release Process Management. Click the plan template that you want to use and copy the number that appears at the end of the product URL. Alternatively, hover over the plan template and see the number at the end of the URL that appears at the bottom of your screen.    BMC Atrium Orchestrator attempts to find a plan template (in BMC Release Process Management) with the name corresponding to the value of the Release Type box on the BMC Remedy Release ticket. If not found, then by default it uses the value specified for this attribute. You can either have separate plan templates created for each of the release types or you can have a common plan template created in BMC Release Process Management and specify the database ID in the value of this attribute. release_manager_id Represents the database ID of the user created in BMC Release Process Management. This ID is needed for creating a BMC Remedy release as a plan in BMC Release Process Management. To obtain this ID, navigate to System > Users in BMC Release Process Management. Click the user that you want to use for integration. Copy the number that appears in the product URL before edit. Example: https://vs-pun-arm-qa03:8443/brpm/users/10000/edit—In this URL, 10000 is the database ID of the user. Alternatively, rest your pointer on the user and see the number in the URL (at the bottom of your screen but before edit).    BMC Atrium Orchestrator attempts to find a user (also known as Release Manager) in BMC Release Process Management with the first name and last name corresponding to the value of the Release Coordinator field (also known as Release Manager in BMC Remedy Developer Studio) on the BMC Remedy Release ticket. If not found, then by default it uses the value specified for this attribute. team_ids  Represents the database ID of the team created in BMC Release Process Management. This ID is needed for creating a release as a plan in BMC Release Process Management.  To obtain this ID, navigate to System > Teams in BMC Release Process Management. Click the team that you want to use for integration. Copy the number that appears in the product URL but before edit. Example: https://vs-pun-arm-qa03:8443/brpm/users/10000/edit—In this URL, 10000 is the database ID of the user. Alternatively, rest your pointer on the team and see the number in the URL (at the bottom of your screen but before edit).     BMC Atrium Orchestrator attempts to find a team in BMC Release Process Management with the name corresponding to the value of the Coordinator Group field (also known as Support Group Name in BMC Remedy Developer Studio) on the BMC Remedy Release ticket. If not found, then by default it uses the value specified for this attribute. project_server_id Represents the database ID of the integration server configured in BMC Release Process Management. This ID is needed for creating a release as a plan in BMC Release Process Management.      To obtain this ID, navigate to System > Integrations in BMC Release Process Management. Click the integration server that you want to use for integration purposes. Copy the number that appears in the product URL but before edit. Example: https://vs-pun-arm-qa03:8443/brpm/project_servers/10002/edit—In this URL, 10002 is the database ID of the user. Alternatively, rest your pointer on the team and see the number in the URL (at the bottom of your screen but before edit).
         filters_settings	BMC recommends that you do not change this setting.
         rest_uri_settings	BMC recommends that you do not change this setting.
         server_base_url	Represents the fully qualified HTTP or HTTPS server URL of the BMC Release Process Management product. Default format: http://host:port/brpm Example: http://vl-pun-arm-qa01:8443/brpm

      3. field_mappings

         Setting	Description
         remedy_change_req_brpm_ticket_mapping	The XML for this item contains values required for mapping fields between BMC Remedy ITSM Suite and BMC Release Process Management. Default XML: <fields> <field name="foreign_id" type="basic">Infrastructure Change ID</field> <field name="name" type="basic">Description</field> <field name="status" type="basic">ChangeRequestStatusString</field> <field name="extended_attributes_attributes" type="extended">Detailed Description</field> <field name="extended_attributes_attributes" type="extended">Urgency</field> <field name="extended_attributes_attributes" type="extended">Change Timing</field> <field name="extended_attributes_attributes" type="extended">Impact</field> <field name="extended_attributes_attributes" type="extended">Description</field> </fields> In the above XML code: Do not change the field tags with type="basic". You can change the field tags with type="extended". Note: Field tags with type="extended" represent additional fields of the BMC Remedy release ticket that are enabled to appear in the BMC Release Process Management interface. The value of the attributes used in these tags must correspond to a field name on the RMS:ReleaseInterface form in BMC Remedy Developer Studio.
         remedy_enum_mappings	The XML for this item contains enumeration IDs used for the list of a particular field in the BMC Remedy release ticket. You can obtain these enumeration IDs through BMC Remedy Developer Studio. By default, this item displays mappings for the Release Type field in the BMC Remedy release ticket. Information Recommendation BMC recommends you to modify this setting only if you have customized the enumerations for the Release Type field.
         remedy_release_brpm_plan_mapping	The XML for this item contains field mappings required for this integration. Default XML: <fields> <field name="name">Description</field> <field name="description">Detailed Description</field> <field name="plan_template_id">Release Type</field> <field name="release_manager_id">Release Manager</field> <field name="release_date">Target Date</field> <field name="team_ids">Support Group Name</field> <field name="foreign_id">ReleaseID</field> </fields> The attribute in each of the field tags represents fields in a BMC Release Process Management plan.  The value in each field tag represents the corresponding field in the BMC Remedy release ticket. Information Recommendation BMC recommends you to modify this setting only if you have customized the fields in the BMC Remedy release ticket. The value of the attributes used in these tags must correspond to a field name on the RMS:ReleaseInterface or RMS:ReleaseInterface forms in BMC Remedy Developer Studio.

      4. remedy_itsm_settings

         Setting	Description
         filters_settings	The XML for this item contains field mappings required for this integration. This XML contains the WHERE clauses that are required while querying various BMC Remedy ITSM Suite forms. Information Recommendation BMC recommends that you not change this setting.
         time_zone	Represents the time zone in which BMC Remedy ITSM Suite is operating. Example: GMT+5:30
         version	Represents the version of BMC Remedy ITSM Suite. By default, it is set to v7.5. Information Recommendation BMC recommends that you not change this setting, regardless of the version that you are using.

   3. If you want to perform advanced configurations such as allowing only particular plans (releases) and tickets (change requests) to be created in BMC Release Process Management, you can modify the hooks that you imported earlier. If you have customized any of the default field labels or values displayed on the BMC Remedy Action Request System forms, you must make certain that the configuration changes are in the CDP. For more information, see Configurations-required-for-field-customizations.

      Error

      Warning

      Do not modify any of the processes in the BRPM_Remedy_Change_Management module (that you imported earlier) to avoid any malfunctions or upgrade related issues.

4. Access BMC Remedy Developer Studio in the Best Practice Customization mode and ensure that you have imported the .def file packaged with this product. Navigate to the AR System Navigator panel. Under All Objects, locate all the filters prefixed with RPM:. Edit each of these filters and under the Notify action change the value of the Users field to the user name that you specified while creating the Remedy Monitor Adapter in the BMC Atrium Orchestrator CDP interface, and then save the filters. This is necessary to configure alerts to be sent from BMC Remedy AR System to BMC Atrium Orchestrator.

   Warning

   Notes

   • Ensure that you access BMC Remedy Developer Studio in the Best Practice Customization mode so that the filters are visible and customizable.
   • Without configuring the user name in each of the filters prefixed with RPM: you cannot successfully integrate BMC Remedy ITSM Suite with BMC Release Process Management. For more information about configuring the notify filter, see Configure-a-Notify-Filter-in-BMC-Remedy-AR-System.
   • If you have modified any default field labels or the list of values for a particular field by using BMC Remedy Developer Studio, then you must review the filters and appropriately modify them. For more information, see Configurations-required-for-field-customizations.

   For information about performing advanced configurations such as restricting particular kinds of releases or change requests from getting created in BMC Release Process Management, see Using-Run-If-Qualification-for-advanced-configurations.

5. Access BMC Release Process Management and perform the following tasks:

   1. Create an Integration Server by navigating to Systems > Integrations and clicking the Create new Integration link on the right pane. Specify necessary details, and then click Add Server.

      Details to specify for creating an Integrating Server (Click this to expand it)

      Field	Description
      Server Type	Select Remedy via AO from the list.
      Server Name	Provide a valid name to identify the server when you use it while creating an automation script.
      Ip	Provide the IP address of the server.
      Server URL	Fully qualified URL of the server that you want to use for the integration. This is the server where you have your BMC Atrium Orchestrator installed. Depending on whether you are using a secured network, your server URL must be in the following format: *http://hostName:port/baocdp/orca?wsdl* hostName refers to the host name of the server where BMC Atrium Orchestrator is installed. port refers to the port of the server where the Configuration Distribution peer (CDP) is running. Example: *http://brpm-server1:9080/baocdp/orca?wsdl*
      Port	Port number of the server
      Username	User name required to connect to the server
      Password	Password required to connect to the server
      Details	Specify the following information related to the BMC Atrium Orchestrator configuration that you might have performed. grid_name: Grid1 module_name: BRPM_Remedy_Change_Management field_resource_automations:   status:     external_resource: remedy_change_request_statuses     field_type: static   Change Timing:     external_resource: remedy_change_request_timings     field_type: extended   Impact:     external_resource: remedy_change_request_impacts     field_type: extended   Urgency:     external_resource: remedy_change_request_urgencies     field_type: extended Grid 1 represents the name of the grid on which you must have imported the .roar file provided along with the product files. BMC recommends that you not change the preceding information except the grid name.

   2. Import all automation scripts by navigating to the Environment > Automation tab. Import only those scripts prefixed with Remedy. For more information about importing scripts, see Importing-automation-scripts-from-the-library.
      If you have customized any fields in the Change Management or Release Management consoles by using BMC Remedy Developer Studio, then you might need to modify the data retriever automation scripts. This can happen in the following two scenarios:
      • If you have modified field labels.
      • If you have modified values of existing fields.
         For more information about configurations required for such customizations see, Configurations-required-for-field-customizations.
6. Perform a sanity test to ensure that your integration is successful. You can do this by creating a dummy release with change requests added in the BMC Remedy AR System and see if that release and the associated change requests are reflected as a plan and tickets, respectively, in BMC Release Process Management.

The integration configurations are completed. You can now create requests, add steps, and use the automation scripts available for performing your deployment tasks.