Configuring the BMC Service Desk Automation module
This topic describes the configuration setting for the BMC Service Desk Automation module, which is a part of the BMC Service Desk Automation run book.
The BMC Service Desk Automation module supports BMC Remedy ITSM, BMC Service Request Management, and BMC MyIT.
To view the module configuration
- Using TrueSight Orchestration Development Studio Project Navigator, open the BMC Service Desk Automation module, and double-click configuration.
- You can add or update the configuration to match your requirements.
Consult the following table to view the configuration details.
BMC Service Desk Automation module configuration
Configuration group/ Configuration item | Configuration elements | Description |
---|---|---|
Adapters | ||
AR_System | AdapterName | Specify the name of the BMC Remedy AR System actor adapter in your environment. The default name of the adapter is ARSAdapter. |
Target | Contains the following child elements:
| |
FulfillmentIntegrations | ||
Defaults | RequestResponseTemplate | Specifies the default template in which the requests and responses will be generated. |
ITSMIntegrations | ||
AR_System | ChangeManagement | Contains the configuration mappings for the Change Management module in the BMC Remedy AR System. For a detailed list of configuration values and mappings, see Change Management configuration item. |
IncidentManagement | Contains the configuration mappings for the Incident Management module in the BMC Remedy AR System. For a detailed list of configuration values and mappings, see Incident Management configuration item. | |
TaskManagement | Contains the configuration mappings for the Task Management module in the BMC Remedy AR System. For a detailed list of configuration values and mappings, see Task Management configuration item. | |
WorkOrder | Contains the configuration mappings for the BMC Service Request Management system. For a detailed list of configuration values and mappings, see Work Order Management configuration item | |
BAOEventForFulfillment | DefaultInvocationEventType | Specifies the default invocation event type to be used for invoking the events Valid values: Remedy (default), JMS Note By default, the remedy event alerts TrueSight Orchestration about the service request. JMS alerts can be used to invoke the fulfilment of the use case. |
JMSEventDetails | Contains the following elements:
| |
RemedyEventDetails | Contains the following elements:
|
Incident Management configuration item
To configure the Incident Management configuration item, consult the following table.
Configuration item | Value |
---|---|
Enabled | Specify true to enable the incident management module |
Template_Name | Specifies the name of the template used to create the incident Default value: AO:SDA:Generic Incident Template |
Default_Status | Specifies the default status to be assigned to the incident Default value: Assigned |
Default_Impact | Specifies the default impact to be assigned to the incident Default value: 3-Moderate/Limited |
Default_Reported_Source | Systems Management |
Default_Status_Reason | Specifies the default status reason to be assigned to the incident Default value: Infrastructure Change |
Default_Urgency | Specifies the urgency to be assigned to the incident Default value: 3-Medium |
Default_Service_Type | Specifies the service type to be assigned to the incident Default value: Infrastructure Event |
Default_WorkInfo_Type | Specifies the workinfo type to be assigned to the incident Default value: Working Log |
Default_WorkInfo_SecureLog | Specifies whether to save the logs in a secure mode (SH:??) Default value: No |
Default_WorkInfo_ViewAccess | Public |
Default_Workinfo_Summary_Prefix | Specifies the prefix to be appended to the work info summary for the incident Default value: BMC automated fulfillment process update |
Schema_Name | Specifies the schema name for the incident Default value: HPD:IncidentInterface |
Default_Progress_Status | Specifies the default status of the ticket Default value: In Progress |
Default_Status_Reason_Summary | Specifies the default summary for the status reason Default value: Temporary Corrective Action |
Default_Close_Status_Reason | Specifies the default status to be added when the ticket is closed Default value: No Further Action Required |
Default_Failed_Status_Reason | Specifies the default status to be added when the workflow fails Default value: Fulfillment process failed |
Default_Success_Status | Specifies the default success status Default value: Closed |
Default_Failed_Status | Specifies the default failed status Default value: Failed |
Create_Change | Default value: True |
Validate_Incident_Template | Default value: False |
Default_Schema_Form_Name | Default value: HPD:WorkLog |
Change Management configuration item
To configure the Change Management configuration item, consult the following table.
Configuration item | Value |
---|---|
Enabled | Specify true to enable the change management module |
Change_Template_Name | Specify Service Request Change Template Default value: AO:SDA:Generic Change Template With Task |
Default_Change_Assignee | Specify the name of the person to be assigned the change Default value: Orchestration |
Default_Change_Type | Specify the type of the change Default value: Change |
Default_Status | Specify the default status to be assigned to the change Default value: Scheduled |
Default_Impact | Specifies the default impact to be assigned to the change Default value: 3-Moderate/Limited |
Default_Risk_Level | Specifies the default risk level to be assigned to the change Default value: Risk Level 2 |
Default_Urgency | Specifies the urgency assigned to the change Default value: 3-Medium |
Default_Timing | Specifies the default timing for the change Default value: Normal |
Schema_Name | Specifies the schema name for the change Default value: CHG:Infrastructure Change |
Default_WorkInfo_Type | Specifies the default work info to be added to the change request Default value: General Information |
Default_WorkInfo_SecureLog | Default value: No |
Default_WorkInfo_ViewAccess | Default value: Public |
Default_Workinfo_Summary_Prefix | Specifies the prefix to be attached to the change request summary Default value: BMC automated fulfillment process update |
Default_Progress_Status | Specifies the status for the change request when the change is in progress Default value: Implementation In Progress |
Default_Status_Reason_Summary | Specifies the summary for the change request Default value: Temporary Corrective Action |
Default_Change_Workinfo_Summary_Prefix | Default value: BMC automated fulfillment process update |
Default_Change_Description | Specifies the description in the change request Default value: This is default change description. |
Default_Authorization_Status | Default value: Request For Authorization |
Default_First_Name | Specifies the first name to be added to the change request Default value: Orchestration |
Default_Last_Name | Specifies the last name to be added to the change request Default value: Admin |
Default_Phone_Number | Specifies the phone number in the change request Default value: 1111111111 |
Default_Company_Location | Specifies the location of the company for the change request Default value: Calbro Services |
Validate_Change_Template | Default value: False |
Default_Schema_Form_Name | Default value: CHG:WorkLog |
Task Management configuration item
To configure the Task Management configuration item, consult the following table.
Configuration item | Value |
---|---|
Default_Communication_Source | Specifies the communication source Default value: Email |
Default_Completed_Status | Default value: Closed |
Default_Notes | Default value: Task in progress |
Default_Progress_Status | Default value: Work in Progress |
Default_WorkInfo_SecureLog | Default value: No |
Default_WorkInfo_Type | Default value: General Information |
Default_WorkInfo_ViewAccess | Default value: Internal |
Default_WorkInfo_Summary_Prefix | Default value: BMC automated fulfillment process update |
Work Order Management configuration item
To configure the Work Order Management configuration item, consult the following table.
Configuration item | Value |
---|---|
Work_Order_Template_Name | Specifies the name of the template to be used for the work order Default value: AO:SDA:Generic Work Order Template |
Default_Status | Specifies the default status of the work order Default value: Assigned |
Default_Workinfo_Summary_Prefix | Default value: BMC automated fulfillment process update |
Default_WorkInfo_Type | Default value: General Information |
Default_WorkInfo_SecureLog | Default value: No |
Default_WorkInfo_ViewAccess | Default value: Public |
Default_Progress_Status | Default value: In Progress |
Default_Completed_Status | Default value: Completed |
Default_Failed_OR_Rejected_Status | Default value: Rejected |
Validate_WorkOrder_Template | Default value: False |
Default_Schema_Form_Name | Default value: WOI:WorkInfo |
Comments
Log in or register to comment.