Installing the ITSM Automation runbook
This topic describes the steps to install the ITSM Automation run book by using the GUI installation wizard.
Before you begin
Before you install the runbook, ensure that the following prerequisite tasks are performed:
- Download the TrueSight Orchestration Content Installer.
For details, see Downloading the TrueSight Orchestration Content installation file. - Install TrueSight Orchestration Platform components such as the repository and the Configuration Distribution Peer (CDP) and ensure that they are up and running.
For installing TrueSight Orchestration Platform, see Installing in TrueSight Orchestration Platform documentation.
Supported product versions
The following table lists the product versions for the products involved in the run book:
| Product | Version |
|---|---|
NEW IN 20.19.02.003ServiceNow | Orlando |
| BMC Remedy IT Service Management | 9.1.03 |
| TrueSight Orchestration Platform | 20.02 |
| TrueSight Orchestration Content | 20.19.02 and its patches |
Installing the ITSM Automation runbook
The following table describes how to install the ITSM Automation runbook.
| Step | Action | Screenshot |
|---|---|---|
| 1. | Navigate to the folder where you have downloaded the installation files and start the installation program.
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| 2. | On the Welcome to TrueSight Orchestration panel, review the information and click Next. |
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| 3. | On the license agreement panel, select I agree to the terms of the license agreement; then click Next. |
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| 4. | On the Directory Selection panel, accept the default location, or click Browse to select a different location; then click Next. |
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| 5. | On the Repository Communications Settings panel, enter the repository settings, and click Next:
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| 6. | On the Installation type panel, select BSM Solutions and click Next. Note BMC recommends that you choose this path only if you have the required licenses to install the solution. You can install the solution by using the Custom feature set too. |
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| 7. | On the Solution feature selection panel, select the ITSM Automation solution and the click Next. |
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| 8. | On the Adapters pane, the adapters to be installed as part of the solution are pre-selected. Click Next. No modules are pre-selected for the runbook. Click Next. |
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| 9. | On the Installation preview panel, review the features to be installed, and then click Install. Note You may choose to click the Generate Options File button to obtain the options file for installing the runbook silently. |
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| 10. | When the installation finishes, click Done. The ITSM Automation runbook is installed successfully and you can view the install log at the location displayed on the installer. You can also install TrueSight Orchestration content silently. For more information about using command-line options, see Using command-line options to install TrueSight Orchestration content. |
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Applying the patch
If you want to use the ITSM Automation runbook with ServiceNow, you must do these steps after installing the runbook:
- Install the following adapter files using Patch 2 for 20.19.02:
- bmc-adapter-service-now-actor
- AO-AD-ServiceNow
- Install the following modules using Patch 3 for version 20.19.02:
- AutoPilot-OA-Change_Management
- AutoPilot-OA-Task_Management
- BMC-SA-ITSM_Automation
- BMC-SA-ITSM_Configuration
TrueSight Orchestration artifacts
When you install the runbook, the following modules and adapters are installed.
Adapter
| Adapter | Description |
|---|---|
| ServiceNow actor | ServiceNow actor adapter is used to support integration with ServiceNow application. Available only if you apply 20.19.02.002: Patch 2 for version 20.19.02. |
| Web Services (SOAPadapter) | Web Services adapter is used to make Remote Procedure Call (RPC) requests using Simple Object Access Protocol (SOAP). This adapter does not require a configuration node. |
Modules
The runbook consists of the following modules:
| Module name | Description |
|---|---|
| AutoPilot-AD-Utilities | This module activates all basic utility workflows. |
| AutoPilot-OA-Common_Utilities | This module contains the core workflows used by the workflows in the adapter utilities and Operations Actions Management modules. |
| AutoPilot-OA-Errors | This module contains the error definitions used by the workflows in the ITSM Automation runbook. |
| BMC_SA_ITSM_Automation | This module contains the workflow processes that enable integration with BMC Remedy ITSM. |
| BMC_SA_ITSM_Configuration | This module stores the configuration details to connect with BMC Remedy ITSM. |
| AutoPilot OA ITSM Automation | Operations Actions module that contains the workflow processes for the ITSM Automation runbook. |
| AutoPilot-OA-Change_Management | Operations Actions module that contains the workflow processes for the change management. Available only if you apply 20.19.02.003: Patch 3 for version 20.19.02. |
AutoPilot-OA-Task_Management | Operations Actions module that contains the workflow processes for the task management. Available only if you apply 20.19.02.003: Patch 3 for version 20.19.02. |
| AO-AD-ServiceNow | Module for ServiceNow adapter. Available only if you apply 20.19.02.002: Patch 2 for version 20.19.02. |
Workflows
The following workflows are available in the BMC_SA_ITSM_Automation module:
| Workflow | Description |
|---|---|
| BMC_SA_ITSM_Automation:GetITSMConfiguration | This workflow retrieves the list of mappings from the target ITSM system. Values are retrieved from the BMC-SA-ITSM_Configuration module configuration. |
| BMC_SA_ITSM_Automation:CreateChange | This workflow creates a change request in the ITSM system either by using the change templates defined in the module configuration, or by using the default change templates. The change and task ID and a list of configuration items that could not be associated with the change request are included in the response. |
| BMC_SA_ITSM_Automation:GetChangeStatus | This workflow retrieves the status of the change request created in the ITSM system. |
| BMC_SA_ITSM_Automation:UpdateChangeTicket | The Update Change Ticket workflow updates the following details for a change request:
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Where to go from here
After a successful installation, you can now configure the runbook to integrate with the ITSM application in your environment.
For details, see Configuring the ITSM Automation runbook.
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