Integrating with Remedy Action Request System

How is the collected data made available for search?

When data collection starts, data is indexed and made available on the Search page in the form of raw data and fields. Typically, a change management (or incident management) form contains a list of many entries (or fields). During data collection, a set of these entries is automatically collected. But from this initial set, a limited set is selected to be indexed and a further limited set is selected to be extracted as fields (name=value pairs) and displayed on the Search page.

For more information about the entries (or fields) collected, see List of entries (or fields) collected automatically.

Methods of customizing entries collected

As part of data collection, you can collect entries from the change and incident forms (or tickets) as well as associated work notes and configuration items (CI).

You can change the settings that govern the kind of entries (or fields) that must be collected from the change (or incident) forms and associated work notes and CIs.

To change these settings, you need to run the configureexternalfields CLI command. Changes made by running the command can be applied at a global level (for all data collectors) or at an individual data collector level.

At any given time, a minimum set of default fields are always extracted and displayed on the Search page. For more information about the default fields extracted, see About field extraction.

To customize CI types to be collected

1. Navigate to the computer hosting the Collection Station (or the Collection Agent) that you are using to collect Remedy data.
2. Based on the agent type that you are using to collect data, go to the customizable location of the agent.properties file of the Collection Station (or Collection Agent).
   For more information, see Modifying the configuration files.

3. Edit the agent.properties file and add the following properties:

   Type of data	Property
   Change	ar.application.change_management.host.field.class=Lookup Keyword#BMC_COMPUTERSYSTEM
   	ar.application.change_management.host.field=Request Description01
   Incident	ar.application.incident_management.host.field.class=Lookup Keyword#BMC_COMPUTERSYSTEM
   	ar.application.incident_management.host.field=Request Description01

   In the preceding table, the following definitions apply:

   • Lookup Keyword indicates the CI field name which determines the class ID based on which the CI type (or class value) is determined.
   • The value after the hash sign (BMC_COMPUTERSYSTEM) indicates the CI type (or class value) corresponding to the class ID (Lookup Keyword).
   • Request Description01 indicates the CI field name that determines the host name that must be displayed as the value of the HOST field (in the search results).

4. Change the value after the hash sign (#). To collect additional CI types, you need to specify a comma-separated list.

   Note

   If you customize the Lookup Keyword and Request Description01 field names by using the configureexternalfields CLI command, then you need to ensure that you update the new CI field names as well as the value after the hash sign.

   Example

   ar.application.change_management.host.field.class=Lookup Keyword#BMC_VIRTUALSYSTEMENABLER

   ---

   ar.application.incident_management.host.field.class=Lookup Keyword#BMC_COMPUTERSYSTEM,BMC_CLUSTER

5. Restart the Collection Station (or Collection Agent).

   For more information, see Starting or stopping product services.

List of entries (or fields) collected automatically

During data collection, the following set of total entries are automatically collected from the change management (or incident management) form. These entries are derived from the response received when you run the REST API for getting details of all entries on a form. For more information, see REST API for getting details of multiple entries.