Configuring the Triage and Remediation module

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:

  • Installing TrueSight Orchestration Platform
  • Installing the BMC Atrium Orchestrator Content

 

The Content Installer provides a default configuration for the module, but you can modify the configuration to customize it for your system. Review the workflow discussions in the next topic before you configure any of the configuration groups in the Triage and Remediation module. 

For more information about these modules, see Understanding Triage and Remediation.

To modify the Triage and Remediation for Infrastructure Management module configuration

  1. Open BMC Atrium Orchestrator Development Studio and click the Designer View icon.
  2. In the Project Explorer, under Applications, double-click Triage and Remediation to expand it.
  3. Double-click Configuration to open the Module Configuration Editor.
  4. Under Configuration, double-click to expand the view and display the configuration group items.
  5. Double-click a group item to view the configuration items within that group.
    Verify the value of each configuration item in the following configuration groups, and make the changes as needed for your environment:


    Configuration groupSee
    Runbook DefaultsRunbook Defaults group configuration items
    Configuration ManagementConfiguration Management group configuration items
    Change ManagementChange Management group configuration items
    Incident ManagementIncident Management group configuration items
    Event ManagementEvent Management group configuration items
    Default UserDefault User group configuration items
    Task ManagementTask Management group configuration item
    Host DownHost Down group configuration items
    ESX Host Not RespondingESX Host not Responding configuration items
    Agent RestartAgent Restart configuration

  6. Double-click a configuration item, make the required changes to the value, and click Save.

Runbook Defaults group configuration items

The following table lists the Runbook Defaults configuration items: 

 Triage and Remediation- Runbook defaults group configuration items 

Configuration itemDescription
Pause CountIf the workflow includes a wait time, the pause count indicates the length of the wait time in minutes. The default is one minute.
Urgency Mappings

An XML statement that maps the change request value from the event to ITSM values. An example XML statement follows.

<mappings>
<mapping key="Critical">1-Critical</mapping>
<mapping key="High">2-High</mapping>
<mapping key="Medium">3-Medium</mapping>
<mapping key="Low">4-Low</mapping>
</mappings>
Detailed Logging FileIndicates whether detailed logging is enabled for all workflows You can override this value at the workflow level.
TSM_Locale_LanguageThe TSM_Locale_Language parameter specifies a valid ISO language code. The code must be a lowercase, two-letter code, as defined by ISO-639. For example, en for English and es for Spanish
TSM_Locale_CountryThe TSM_Locale_Country parameter specifies a valid ISO country code. The code must be an uppercase, two letter code, as defined by ISO-3166. For example, EN for English and ES for Spanish

Configuration Management group configuration items

The following table lists the Configuration Management group configuration items: 

 Triage and Remediation- Configuration Management group configuration items 

Configuration ItemDescription
PlatformBMC_AR_System Specifies the name of the system where the CMDB is managed.
EnabledDefines whether CMDB integration is enabled

Change Management group configuration items

The following table lists the Change Management group configuration items: 

 Triage and Remediation- Change Management group configuration items 

Configuration ItemDescription
PlatformBMC_AR_System Specifies the name of the system where change tickets are managed.
Template

An XML statement that defines the templates that Triage and Remediation Solution uses for creating change management tickets. An example XML statement follows.

<templates>
  <template workflow-type="OS Disk Space Full">Triage Remediation Default OS Disk Full Template</template>
  <template workflow-type="ESX Host Not Responding">Triage Remediation Default ESX Host Not Responding Template</template>
  <template workflow-type="Server Actions">Triage Remediation Default Server Actions Template</template>
  <template workflow-type="Service Actions">Triage Remediation Default Service Actions Template</template>
  <template workflow-type="DB Tablespace Full">Triage Remediation Default DB Tablespace Full Template</template>
  <template workflow-type="Failed Backup Recovery">Triage Remediation Default Failed Backup Recovery Template</template>
</templates>
<template workflow-type="Patrol Agent Restart">Triage Remediation Default Patrol Restart Template</template>
Timings

An XML statement that defines mappings for types of change for your ARS environment. Customize for your environment. An example XML statement follows.

<change-timings> <pre-approved>Emergency</pre-approved> <normal>Normal</normal> </change-timings>
Default StatusDefault status used when creating a new change. Default: Request for Authorization
Default Change TypeDefault change type used when creating a new change. Default: Change
Default ImpactDefault impact used when creating a new change. Default: 4 Minor/Localized
Default Risk LevelDefault risk level used when creating a new change. Default: Risk level 2
Default TimingDefault timing used when creating a new change. Default: No Impact
Default UrgencyDefault urgency used when creating a new change. Default: Medium

Incident Management group configuration items

The following table lists the Incident Management group configuration items: 

 Triage and Remediation- Incident Management group configuration items

Configuration ItemDescription
PlatformBMC_AR_System Specifies the name of the system where incident tickets are managed.
Template

An XML statement that defines the templates that Triage and Remediation Solution uses for creating incident tickets. An example XML statement follows.

<templates>
<Default-Template type="string" version="default">Triage_Remediation_Default_Template</Default-Template>
</templates>
Default StatusDefault status used when creating a new incident. Default: In progress
Default Service TypeDefault service type used when creating a new incident. Default: Infrastructure event
Default ImpactDefault impact used when creating a new incident. Default: 3-Moderate/Limited
Default UrgencyDefault urgency used when creating a new incident. Default: 3-Medium
Default Reported SourceDefault reported source used when creating a new incident. Default: Systems Management
Default Status ReasonDefault status reason used when creating a new incident. Default: Infrastructure Change

Event Management group configuration items

The following table lists the Event Management group configuration items: 

 Triage and Remediation- Event Management group configuration items 

Configuration ItemDescription
PlatformBMC_Event_Manager Specifies the name of the system where events are managed.
Event Mappings

Defines the mappings between event definitions to enable the workflows to gather data from different event classes. An extract displaying the mappings of an event class is shown in the following graphics: 

Default User group configuration items

The following table lists the Default User group configuration items: 

 Triage and Remediation - Default user group configuration items 

Configuration ItemDescription
UsernameDefault: Allen
PlatformDefault: BMC_AR_System
SchemaDefault: CTM:People
AdapterDefault: ARSAdapter
Authentication Query Mappings

An XML statement that maps the user information to the ITSM values. An example XML statement follows.

<mappings>
  <person-id type="int">Person ID</person-id>
  <first-name type="string">First Name</first-name>
  <last-name type="string">Last Name</last-name>
  <company type="int">Company</company>
  <login-id type="string">Remedy Login ID</login-id>
</mappings>
VersionDefault: v7.5

Task Management group configuration item

The following table lists the Task Management group configuration items: 

 Triage and Remediation - Task Management group configuration items 

Configuration ItemDescription
PlatformBMC_AR_System Specifies the name of the system where change tickets are managed.

Host Down group configuration items

The following table lists the Host Down group configuration items. You must configure these items to match the names or IP addresses of the hosts and the router in your system that you want to use to ping the computer that might be down. If the ping command fails, the ping host from where the ping failed launches a traceroute and collects the traceroute information. 

 Triage and Remediation - Host Down group configuration items

Configuration ItemDescription
Ping Host 1The IP address or the name of one of the computers used in 360 degree ping
Ping Host 2The IP address or the name of another of the computers used in 360 degree ping
Ping Host 3The IP address or the name of still another of the computers used in 360 degree ping
Ping RouterThe name of the default router used in the 360 degree ping. The default router is used only if the traceroute command fails to discover any router.
Ping CommandThe Ping command that is appropriate for the routers in your environment.
WF_Detailed_Logging_FlagIndicates whether detailed logging is enabled for this workflow

ESX Host not Responding configuration items

The following table lists the ESX Host not Responding group configuration items. You must configure these items to match the names or IP addresses of the hosts and the router in your system that you want to use to ping the computer that may be down. If the ping command fails, the ping host from where the ping failed launches a traceroute and collects the traceroute information. 

 Triage and Remediation - ESX Host not Responding group configuration items 

Configuration ItemDescription
Ping Host 1The IP address or the name of one of the computers used in 360 degree ping
Ping Host 2The IP address or the name of another of the computers used in 360 degree ping
Ping Host 3The IP address or the name of yet another of the computers used in 360 degree ping
Ping RouterThe name of the default router used in the 360 degree ping. The default router is used only if the traceroute command fails to discover any router.
Ping CommandThe Ping command that is appropriate for the routers in your environment.
WF_Detailed_Logging_FlagIndicates whether detailed logging is enabled for this workflow
Was this page helpful? Yes No Submitting... Thank you

Comments