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.


      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:







      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-

      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.

      Default Template
        <template>Default Template2</template>
      Default Template3</template>
      Default Template4</template>
      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

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


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


      Contains the mapping for the status of the change request

        <values>In Progress</values>

      Contains the mapping for the status reason for the change request

        <values>To Be Re-Scheduled</values>

      Contains the mapping for the change class for the change request

        <values>No Impact</values>

      Contains the mapping for the class reason for the change request

        <values>Customer/business need</values>
        <values>Insufficient lead-time</values>
        <values>Known error correction</values>
        <values>Scheduling conflict</values>

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

        <values>New Functionality</values>

      Contains the mapping for the change environment for the change request

        <values>Model Office</values>
        <values>Hot Backup</values>

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


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

      VersionSpecifies the BMC Remedy AR System version.No

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


      Specify the mid-tier URL in an FQDN format.


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


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

      Ensure that you specify the user name here.

      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.

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