BMC Remedy AR System artifacts
This topic describes the BMC Remedy AR System artifacts installed by the TrueSight Orchestration Content installer.
Application templates definitions
This topic describes the definitions for the change, incident, and work order application templates that are imported in your BMC Remedy ITSM environment when you install the BMC Service Desk Automation run book.
AO:SDA:Generic Change Template With Task
The following table lists the fields, which are generated with the default values as part of the generic change template with an associated task.
| Field | Value | Required |
|---|---|---|
| Template Name | AO:SDA:Generic Change Template With Task | Yes |
| Template Category Tier 1* | AO | Yes |
| Template Status | 1 Enabled | Yes |
| Change Type | Change | Yes |
| Company | Calbro Services | Yes |
| Class | Normal | Yes |
| Impact | 2-Significant/Large | Yes |
| Urgency | 2-High | Yes |
| Risk Level | Risk Level 1 | Yes |
| Change Environment | Production | Yes |
| Categorization: Tier 1 | BMC Service Desk Automation | Yes |
| Categorization: Tier 2 | Task | Yes |
| Infrastructure Change Coordinator:Support Company | Calbro Services | Yes |
Infrastructure Change | IT Support | Yes |
| Infrastructure Change Coordinator:Support Group Name | Service Desk | Yes |
| Infrastructure Change Manager:Support Company | Calbro Services | Yes |
Infrastructure Change | IT Support | Yes |
| Infrastructure Change Manager:Support Group Name | Service Desk | Yes |
| Infrastructure Change Implementer: Support Company | Calbro Services | Yes |
| Authoring Company | Calbro Services | Yes |
| Authoring Organization | IT Support | Yes |
| Authoring Group | Service Desk | Yes |
| Task Templates | AO:SDA:Generic Task Template | Yes |
Note
Infrastructure Change Coordinator and Infrastructure Change Manager fields will be modified based on company policies and assignment rule configuration.
AO:SDA:Generic Incident Template
The following table lists the fields, which are generated with the default values as part of the generic incident template.
| Field | Value | Required |
|---|---|---|
| Template Name | AO:SDA:Generic Incident Template | Yes |
| Template Category Tier 1 | 1004 | Yes |
| Template Category Tier 2 | 2004 | Yes |
| Template Category Tier 3 | 3004 | Yes |
| Template Status | 1 Enabled | Yes |
| Summary | AO:SDA:Generic Incident | Yes |
| Reported Source | Other | Yes |
| Incident Type | User Service Request | Yes |
| Status | Assigned | Yes |
| Impact | 3-Moderate/Limited | Yes |
| Urgency | 3-Medium | Yes |
| Operational Categorization Tier 1 | BMC Service Desk Automation | Yes |
| Assignment : Support Company | Calbro Services | Yes |
| Assignment : Support Organization | IT Support | Yes |
| Assignment : Assigned Group | Service Desk | Yes |
| Assign To Current User | No | No |
| Authoring Company | Calbro Services | Yes |
| Authoring Organization | IT Support | Yes |
| Authoring Group | Service Desk | Yes |
AO:SDA:Generic Task Template
The following table lists the fields, which are generated with the default values as part of the generic task template.
| Field | Value | Required |
|---|---|---|
| Name | AO:SDA:Generic Task Template | Yes |
| Summary | AO:SDA:Generic Task Template | Yes |
| Template Category Tier 1 | Change Management System | Yes |
| Type | Manual | Yes |
| Status | 1 Active | Yes |
| Priority | Low | No |
| Visible | Yes | No |
| Task Location: Company | Calbro Services | Yes |
| Task Location: Region | Americas | Yes |
| Task Location: Site Group | United States | Yes |
| Task Location: Site | Boston Support Center | Yes |
| Operational Categorization Tier 1+ | BMC Service Desk Automation | No |
| Operational Categorization Tier 1 | Task | No |
| Assignment: Assignee Company | Calbro Services | Yes |
| Assignment: Process Name | Task Assignment Round Robin | No |
| Assignment: Assignee Organization | IT Support | No |
| Assignment: Assignee Group | Service Desk | No |
| Assignment: Notify Assignee | Yes | No |
AO:SDA:Generic Work Order Template
The following table lists the fields, which are generated with the default values as part of the generic work order template.
| Field | Value | Required |
|---|---|---|
| Company | Calbro Services | Yes |
| Template Name | AO:SDA:Generic Work Order Template | Yes |
| Summary | BMC Service Desk Automation Work Order | Yes |
| Work Order Type | General | Yes |
| Status | 1 Enabled | Yes |
| Location: Company | Calbro Services | Yes |
| Location: Region | Americas | Yes |
| Location: Site Group | United States | Yes |
| Location: Site | Boston Support Center | Yes |
| Operational Categorization Tier 1 | BMC Service Desk Automation | No |
| Assignment: Request Manager: Support Company | Calbro Services | Yes |
| Assignment: Request Manager: Support Organization | IT Support | Yes |
| Assignment: Request Manager: Support Group Name | Service Desk | Yes |
Filter definitions
Filters are triggered on certain application events. Filters populate data on the source forms and then push data from the source forms to the NTE:SYS-NT Process Control form for processing. One or more notification filters can trigger a notification event.
This topic describes the filters that are imported in your BMC Remedy ITSM environment when you install the BMC Service Desk Automation run book.
The following table defines each of the filter and how it is used in BMC Service Desk Automation run book.
File Name\Filter Name | Filter Name | Qualification | Action | Notes |
|---|---|---|---|---|
AO-SDA-CHG | AO:SDA: CHGInfrastructureChange Notify_Scheduled_5__c | If the status of the Change ticket is Scheduled and Operational Categorization Tier 1 is and Operational Categorization Tier 2 is | Notify the | The notification generates an alert For the notification format, see Notification Format. |
AO-SDA-CHG | AO:SDA: CHGInfrastructureChange ToTask_Scheduled_9__c | If the status of the Change ticket is Scheduled and Operational Categorization Tier 1 and Operational Categorization Tier 2 | Push values to the associated Task | Description, Detailed Description, ServiceCI values are pushed to the task whose Operational Categorization Tier 1 is BMC Service Desk Automation and Operational Categorization Tier 2 is equal to Task. |
AO-SDA-CHG | AO:SDA:CHG InfrastructureChange ToWorkLog_9__c | If change status isScheduled and Operational Categorization Tier 1 and Created_from_flag is equal to Request | Create a new entry in the CHG:WorkLogform | Copies values required by the fulfillment task Secure Work Log field is set to true View Access field is set toPublic. Note: This action is used for both cases |
AO-SDA-HPD | AO:SDA: HPDHelpDeskNotify _Assigned_5__c | If incident status is Assigned and Operational Categorization Tier 2 | Notify the user Orchestration | The notification generates an For the notification format, |
AO-SDA-HPD | AO:SDA:HPDHelpDesk ToTask_Assigned_9__c | If incident status isAssigned and Operational Categorization Tier 1 and Operational Categorization Tier 2 | Push values to the associated Task | Description, Detailed Description, ServiceCI values are pushed to the task whose Operational Categorization Tier 1 is BMC Service Desk Automation and Operational Categorization Tier 2 is equal to Task. |
AO-SDA-HPD | AO:SDA: HPDHelpDesk ToHPDWorkLog_9__c | If incident status isAssigned and Operational Categorization Tier 1 and Created_from_flag is equal to Request | Create a new entry | Copies values required by the fulfillment task Secure Work Log field is set to true View Access field is set toPublic. Note: This action is used for both cases |
AO-SDA-TMS | AO:SDA:TMSTaskNotify_ Assigned_9__c | If task status isAssigned and Operational Categorization Tier 1 and Operational Categorization Tier 2 | Notify the user Orchestration | The notification generates an Alert to be processed by TrueSight Orchestration. The notification includes aParent Number. |
AO-SDA-WOI | AO:SDA:WOIWorkOrder Notify_Assigned_5__c | If work order status isAssigned and Operational Categorization Tier 1 and Operational Categorization Tier 2 | Notify the user Orchestration | The notification generates an Alert to For the notification format, see Notification Format. |
AO-SDA-WOI | AO:SDA:WorkOrderToTask _Assigned_9__c | If work order status isAssigned and Operational Categorization Tier 1 and Operational Categorization Tier 2 | Push values to the associated Task | Description, Detailed Description, ServiceC values are pushed to task whose Operational Categorization Tier 1 is BMC Service Desk Automation and Operational Categorization Tier 2 is equal to Task. |
AO-SDA-WOI | AO:SDA: WOIWorkOrder ToWorkInfo_9__c | If work order status is Assigned and Operational Categorization Tier 1 and Created_from_flag is equal to Request | Create a new entry in theWOI:WorkInfo | Copies values required by the fulfillment This action is used to consolidate all Secure Work Log field is set to true View Access field is set toPublic. Note: This action is used for both cases |
AO-SDA-ServiceCatalog | AO:SDA:ServiceCatalogTo ServiceCatalogAssoc_5__c | AO:SDA:ServiceCatalogTo | If Service Categorization Tier 1 is BMC Service Desk Automation | Enable association between the service catalog entry and the BMC Remedy ITSM applications like Change, Incident, Work Order and Service Request Management. |
Operational categories
Operational categories list all the operational services that a typical help desk provides, such as adding a user account and changing a server password.
Each operational category is unique. The following operational categories are installed in BMC Remedy ITSM for the BMC Service Desk Automation run book:
- Categorization Tier 1= BMC Service Desk Automation
- Categorization Tier 1= BMC Service Desk Automation
Categorization Tier 2= Task
Notification format
The notification filters that are installed when you install TrueSight Orchestration SDA run book generate the notification alert from BMC Remedy ITSM in the following format.
| Field | Description | Value | Required |
|---|---|---|---|
| ConfigurationName | Alerts BMC Service Desk Automation run book that the notification For example, BMC_AR_System | BMC_AR_System | Yes |
| ServiceType | Alerts BMC Service Desk Automation run book that the notification is meant for a service desk automation fulfillment use case. | Service Desk Automation | Yes |
| ActionType | Specifies a unique string for each fulfillment use case. For example, Unlock Account | A value in AST:BusinessService form in Remedy | Yes |
| Number | Specifies the ticket number in BMC Remedy Incident Management, Change Management, Work Order Management or Task Management system. | A ticket number | Yes |
| ParentNumber | Specifies the change, incident, or work order number of the task specified in the "Number" field. | Change, incident or work order number | No |
| Description | Specifies the description of the ticket. | A description or summary information from the ticket | No |
| Status | Specifies the status of the ticket. The value is usually Assigned in case of the incident, | Status value of the ticket | Yes |
The following figure shows a sample notification generated by BMC Remedy ITSM for an incident created for the Unlock Account service offering.
ITSM ticket format
When the BMC Service Desk Automation run book receives a notification, it attempts to retrieve details of the ticket from BMC Remedy ITSM. The run book looks up the ticket's work log record and expects the details of the work in the following format.
BMC Service Desk Automation: ServiceType=<serviceCI>,[<name=value>,<name=value>,....]| Text | Description | Required | Static |
|---|---|---|---|
| BMC Service Desk Automation: | The prefix is mandatory. The string distinguishes records related to | Yes | Yes |
| ServiceType= | This prefix is used to determine the type of fulfillment use case. For example, Service Desk Automation | Yes | Yes |
| <serviceCI> | Corresponds to the CI name for the business service that This is related to an entry in AST:BusinessService form. | Yes | No |
| [<name=value>,<name=value>,....] | This line includes zero or more CSV formatted name=value pairs For example, Note: Currently, one cannot add name=value pairs in multiple lines. | No | No |
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