Configuring the TrueSight Environment for the BMC Helix ITSM integration

This section explains each procedure to configure BMC Helix Service Resolution with TrueSight environment.

Do the following to configure the TrueSight environment for the BMC Helix Service Resolution integration:

  1. Enable the DDEN_POLICY_TEST policy by using the TrueSight console.
  2. Import certificates into the TrueSight Infrastructure Management server.
  3. Configure the BMC Helix Service Resolution integration in TrueSight Infrastructure Management.
  4. Verify the integration.


Step 1: Enabling the DDEN_POLICY_TEST policy

  1. Log in to TrueSight console.
  2. On the Administration tab, click By Policy Type, and select Dynamic Enrichment Policy.
    A list of the dynamic enrichment policies is displayed in the right pane of the Administration View.
  3. Right-click the DDEN_POLICY_TEST policy, and select Edit Policy.
  4. Select Enabled.
  5. In the Match Table section, do the following:
    1. For the Type field, select Enrichment Match Table from the drop-down list.
    2. In the Tag field, enter enrich-helix-IS.
    3. In the Data File field, browse and select the helixISMatchTableData.baroc file present in the <Infrastructure Management server Installation Directory>\pw\server\etc\<pn_cell_directory>\kb\data directory.


Step 2: Importing certificates into the TrueSight Infrastructure Management server

Do the following:

  1. Obtain the certificates from the Helix Network team or use the following URL to download them:

    https://testssl.onbmc.com/
    The following certificates are required:

    • Name: digicert_global_root.cer
      Alias: rootCA

    • Name: digicert_sha_256.cer
      Alias: intermediateCA

    • Name: onbmc_wildcard.cer
      Alias: onbmc_wildcardCA 

    Keystore location

    The cacerts keystore is located at < TrueSight Infrastructure Management Installation Directory>/pw/jre/lib/security.

    The pnserver.ks keystore is located at TrueSight Infrastructure Management Installation Directory>/pw/pronto/conf.

  2. For TrueSight Operations Management version 11.3.02 or later, do the following:

    1. On the TrueSight Infrastructure Management server, run the following command to install the certificates in the TrueSight Infrastructure Management keystore/trustore.
      pw certificate import BSR

    2. Enter the BMC Service Resolution server details <host:port> to download the certificates.
      The port number is optional. If you do not enter the port number, the default port 443 is used.
  3. For TrueSight Operations Management version 11.3.01 or earlier, do the following:
    1. On the computer where the  TrueSight Infrastructure Management server is installed, back up the following files:

      • < TrueSight Infrastructure Management Installation Directory>/pw/jre/bin/lib/security/cacerts
      • < TrueSight Infrastructure Management Installation Directory>/pw/pronto/conf/pnserver.ks
    2. Run the following commands in the order shown below:
      1. keytool -printcert -sslserver <helix server name:port> -rfc | keytool -importcert -keystore ../lib/security/cacerts -storepass changeit -noprompt -alias rootCA -file digicert_global_root.cer

      2. keytool -printcert -sslserver <helix server name:port> -rfc | keytool -importcert -keystore ../lib/security/cacerts -storepass changeit -noprompt -alias intermediateCA -file digicert_sha_256.cer

      3. keytool -printcert -sslserver <helix server name:port> -rfc | keytool -importcert -keystore ../lib/security/cacerts -storepass changeit -noprompt -alias onbmc_wildcard -file onbmc_wildcard.cer

      4. keytool -printcert -sslserver <helix server name:port> -rfc | keytool -importcert -keystore ../../pronto/conf/pnserver.ks -storepass get2net -noprompt -alias rootCA -file digicert_global_root.cer

      5. keytool -printcert -sslserver <helix server name:port> -rfc | keytool -importcert -keystore ../../pronto/conf/pnserver.ks -storepass get2net -noprompt -alias intermediateCA -file digicert_sha_256.cer

      6. keytool -printcert -sslserver <helix server name:port> -rfc | keytool -importcert -keystore ../../pronto/conf/pnserver.ks -storepass get2net -noprompt -alias onbmc_wildcard -file onbmc_wildcard.cer


Step 3: Configure the BMC Helix Service Resolution integration in TrueSight Operations Management

 Click here to see instructions for TrueSight Operations Management 11.3.04 or later...
  1. Open the TrueSight console.
  2. Click Administration > Integrations.

  3. Under Service Resolution Integrations, click the Configure Service Resolution integration menu and then click Edit.
  4. In the Business Service Resolution tab, click Add Integrations.
  5. Do the following:
    1. Select the TrueSight Infrastructure Management server where you want to configure the integration.
    2. Enter the AR System server host name, user name, and password.
    3. Enter the mid-tier server host name and port.
    4. Select the HTTP or HTTPS protocol for the mid-tier server.
  6. Click Save.
    You can see the integration added in the Business Service Resolution tab on the Service Resolution Integrations page.
 Click here to see instructions for TrueSight Operations Management 11.3.03 or earlier...
  1. Edit the host's file. Add the IP address of the gateway, and point it to onmbc-s as shown below:
    <gateway ipaddress> onmbc-s
  2. Log in to the  TrueSight Infrastructure Management console.
  3. In the top right corner, click Options and then click Administration.
  4. In the Integrations area, click Edit.
  5. Select the Service Desk Integration checkbox. 


  6. Add information in the following fields for the Helix AR Server:
    1. AR Server Hostname: ONBMC-s

    2. AR Server Port: dev-46000, qa-47000, prod-48000

    3. AR Server User

    4. AR Server password

  7. Add information in the following fields for the Helix Midtier server:
    1. MidTier Server Hostname: <customer name>-<dev or qa or prod>.onbmc.com

    2. MidTier Server Port: 8080, 443

  8. Select a MidTier Server protocol.

  9. Click Apply and then click Close.


Step 4: Verifying the integration

  1. Log in to the TrueSight Infrastructure Management console.
  2. In the top right corner, click Options and then click Administration.
  3. In the One Click Validation area, click Test.
  4. Under Validate Intelligent Ticketing Integration With Single Click, click Test.
  5. If errors appear, click the Click here to see the resolution for validation test errors link.


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