×
 
 
  •  
$helper.renderConfluenceMacro('{bmc-global-announcement:$space.key}')
TrueSight Orchestration Content 20.18.01 ... Runbooks ITSM Automation runbook

Configuring the ITSM Automation run book

Unlike any other TrueSight Orchestration run book, the ITSM Automation run book is not tightly coupled with any IT Service Management system or any endpoint manager. In addition, apart from the Web Services adapter, no other TrueSight Orchestration artifacts are installed with the run book.

Hence, to enable the ITSM run book, you must configure the settings that match your environment. In this release, the ITSM Automation run book supports BMC Remedy ITSM only. 

Before you begin

Before configuring the ITSM Configuration module, ensure that a user account is created in BMC Remedy ITSM with permissions to create change requests and task.

You specify the user in the module configuration, which is used to log on to BMC Remedy ITSM while creating change requests. 

Configuring the ITSM Configuration module

  1. Log on to the TrueSight Orchestration Grid Manager.
  2. Go the modules page by clicking the Manage tab; then click Modules.
  3. From the list of the activated modules on the repository, click the BMC-SA-ITSM_Configuration module to open the module configuration.

    1. On the Edit Module Configuration window, use the following table to update the module configuration items.

      Note

      Some of the configuration items contain default values, such as for the urgency mappings, impact mappings, status mappings, and so on. Configuration items that you must configure with the values that match your environment are:

      DEFAULT_TEMPLATE_MAP

      Adapter

      ARUrl

      ARUser

      ARPassword

      ARCommunicationProtocol

      BMC recommends that you do not change the default values for any other configuration item.


      Configuration itemDescriptionCustom values required
      ITSM > BMC_AR_System > ChangeManagementContains the configuration items for BMC Remedy AR System-
      DEFAULT_TEMPLATE_MAP

      Contains the default template map. You must specify the default change and task templates based on which a change request is created in BMC Remedy ITSM.

      If no templates are specified here, the BMC Remedy ITSM default templates available in your environment are used.

      <templateList>
  <template>
Default Template
</template>
  <template>Default Template2</template>
  <template>
Default Template3</template>
  <template>
Default Template4</template>
</templateList>
      		Yes
      DEFAULT_STATUSSpecifies the default status to be specified in the change request. Default value: Request For ChangeNo
      DEFAULT_DATE_FORMATSpecifies the date format for recording dates in the change request. Default value: MMM dd HH:mm:ss z yyyyNo
      DEFAULT_SUMMARYSpecifies the default summary to be included in the change request. The summary is helpful while searching for a change request, if needed. Default value: Operator Initiated ChangeNo
      URGENCY_MAPPING

      Contains the mapping for the urgency to be assigned to the change request

      <urgency-mapping>
  <values>1-Critical</values>
  <values>2-High</values>
  <values>3-Medium</values>
  <values>4-Low</values>
</urgency-mapping>
      		No
      IMPACT_MAPPING

      Contains the mapping for the impact to be assigned to the change request

      <impact-mapping>
  <values>1-Extensive/Widespread</values>
  <values>2-Significant/Large</values>
  <values>3-Moderate/Limited</values>
  <values>4-Minor/Localized</values>
</impact-mapping>
      		No
      STATUS_MAPPING

      Contains the mapping for the status of the change request 

      <status-mapping>
  <values>New</values>
  <values>In Progress</values>
  <values>Completed</values>
  <values>Cancelled</values>
</status-mapping>
      		No
      STATUS_REASON_MAPPING

      Contains the mapping for the status reason for the change request

      <status-reason-mapping>
  <values>Success</values>
  <values>Failed</values>
  <values>To Be Re-Scheduled</values>
</status-reason-mapping>
      		No
      CHANGE_CLASS_MAPPING

      Contains the mapping for the change class for the change request

      <change-class-mapping>
  <values>Emergency</values>
  <values>Expedited</values>
  <values>Latent</values>
  <values>Normal</values>
  <values>No Impact</values>
  <values>Standard</values>
</change-class-mapping>
      		No
      CLASS_REASON_MAPPING

      Contains the mapping for the class reason for the change request

      <class-reason-mapping>
  <values>Customer/business need</values>
  <values>Insufficient lead-time</values>
  <values>Known error correction</values>
  <values>Scheduling conflict</values>
</class-reason-mapping>
      		No
      REASON_FOR_CHANGE_MAPPING

      Contains the mapping for the reason for change to be assigned to the change request

      <reason-change-mapping>
  <values>Fix/Repair</values>
  <values>New Functionality</values>
  <values>Maintenance</values>
  <values>Upgrade</values>
  <values>Other</values>
</reason-change-mapping>
      		No
      CHANGE_ENVIRONMENT_MAPPING

      Contains the mapping for the change environment for the change request

      <change-environment-mapping>
  <values>Production</values>
  <values>Model Office</values>
  <values>Hot Backup</values>
  <values>Development</values>
</change-environment-mapping>
      		No
      UserDefaults
      Adapter

      Specifies the name of the Web Services adapter used by the workflow processes of the run book. Default value: WebServiceAdapter

      Note

      You must have configured and enabled the Web Services adapter on the Grid. For more information, see Configuring the Web Services adapter.

      		Yes
      VersionSpecifies the BMC Remedy AR System version.No
      ARUrl

      Specifies the hostname of the BMC Remedy AR Server in the following format: http://<midtier>:8080/arsys/services/ARService?server=<ARServer>

      Note

      Specify the mid-tier URL in an FQDN format.


      		Yes
      ARUser

      Specifies the username to log on to BMC Remedy AR System.

      Note

      BMC recommends that you create a user dedicated to the ITSM Automation use cases.

      Ensure that you specify the user name here.

      		Yes
      ARPasswordSpecies the password that matches the user name. Default value: passwordYes
      ARCommunicationProtocolSpecifies the protocol used to communicate with BMC Remedy AR System. Default value: http-rpcYes
      ValidateInputsSpecifies whether to validate the inputs specified in the workflow request. Default value: trueNo
      CreateChangeInterfaceDefault value: CHG_ChangeServiceInterfaceNo
      ChangeSourceSpecifies the source from where the change creation is requested. Default value: AO RunbookNo
      SearchChangeInterfaceDefault value: CHG_ChangeOutboundInterfaceNo
      TruststoreDefault value: /opt/keystoreNo
      KeystoreDefault value: /opt/keystoreNo
      passphraseDefault value: passphraseNo
      ITSM > DEFAULT_TARGET_ITSM_TYPESpecifies the default ITSM system. Default value: BMC_AR_SystemNo

Where to go from here

After successfully configuring the module, you can view the ITSM Automation run book workflows.To understand how the run book is used, see the End-to-end scenario using the ITSM Automation run book.

Was this page helpful? Yes No Submitting... Thank you
Last modified by Shweta Hardikar on Sep 19, 2018
module_configuration itsm_automation_configuration itsm_automation_runbook wide-layout

Comments

Log in or register to comment.

Installing the ITSM Automation runbook
Workflows for the ITSM Automation run book
© Copyright 1996 - 2018 Bladelogic, Inc. © 2014-2018 BMC Software, Inc.
Legal notices

Powered by Atlassian Confluence and Scroll Viewport

© Copyright 2005-2024 BMC Software, Inc. Use of this site signifies your acceptance of BMC’s Terms of Use . BMC, the BMC logo, and other BMC marks are assets of BMC Software, Inc. These trademarks are registered and may be registered in the U.S. and in other countries.