Configure BMC Remedy ITSM for the solution
Supported versions
The Atrium Orchestrator integration is available in version 11.0.00.02 and later.
At a minimum, this integration requires BMC Atrium Orchestrator Platform 7.9 to be installed. Also, BMC Triage and Remediation Solution run book version 20.17.01 or earlier must be installed. This run book is deprecated from TrueSight Orchestration Content 20.18.01 onwards.
For more information, see the following links:
If you did not use the BSM Solutions installation path from the BMC Atrium Orchesterator Content Installer, you must complete the tasks in the following table to configure BMC Remedy ITSM.
BMC Remedy ITSM configuration tasks
| Task | Description | See |
|---|---|---|
| Configure group assignments | You must configure auto assignments for the change requests created by the Triage and Remediation Solution. | Configuring group auto assignments in BMC Remedy ITSM |
| Notify assignment in task templates | BMC Remedy ITSM task templates include a default user name in the Assignment tab. When installing Triage and Remediation Solution, verify that the user name in the task template Assignment tab exists. If the user name does not exist or differs from the default, change the user name in the task template and the Notify assignment. This user will be notified when tasks are assigned. | Configuring BMC Remedy ITSM templates |
Configuring group auto assignments in BMC Remedy ITSM
Configure auto assignments for the change requests created by the Triage and Remediation Solution.
To configure group autoassignments for change tickets
- On the BMC Remedy AR System IT home window, click Application Administration Console.
- On the Application Administration Console, click Custom Configuration ; then, select Foundation > Configure Assignment > Configure Application Assignment to open the Configure Application Assignment window.
- Select Infrastructure Change Manager from the Event Details menu; then, select the Enabled status.
- In the Assignment section, select Support Company, Support Organization, and Assigned Group.
- In the Routing Order section, select Contact Company and Company, and then fill in the optional fields with the appropriate values.
- Check Yes for both Change Management and Available Systems.
- Click Save ; then, click Close.
Note
When you create a new user, add these groups to the user configuration.
To configure group autoassignments for incidents
- On the BMC Remedy AR System IT home window, click Application Administration Console.
- From the Application Administration Console, click Custom Configuration; then, select Foundation > Configure Assignment > Configure Application Assignment to open the Configure Application Assignment window.
- Select Incident Owner from the Event Details list; then, select Enabled.
- In the Assignment section, select Support Company, Support Organization, and Assigned Group in the Assignment section.
- In the Routing Order section, select the Contact Company and Company, and fill in the optional fields with appropriate values.
- From the Available Systems area, check Yes for Incident Management, User Service Restoration, User Service Request, Infrastructure Restoration, and Infrastructure Event.
- Click Save and then click Close.
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