Working with BMC Remedy IT Service Management

This topic provides an overview and instructions to configure the Event Orchestration runbook to work with BMC Remedy AR System (on-premises).

By default, the runbook integrates with BMC Helix ITSM. The runbook supports BMC Service Resolution (BSR) and Proactive Service Resolution (PSR), which are integrations between TrueSight Operations Management integration and BMC Remedy AR System and BMC Helix respectively. 

Integrating with BMC Remedy AR System

To enable integration with BMC Remedy AR System, do these steps:

  1. On the Grid Manager, click Manage > Modules tab, and from the Activated on Grid list, open the AutoPilot-OA-ITSM_Automation module.
    1. Expand the configuration tree until you can navigate to Configuration > BMC_AR_System > Defaults > Use_Java.
    2. Update the value to true and save changes.
  2. Click Choose Different Module, and from the Modules tab, open the BMC-SA-Event_Orchestration_Configuration module.
    1. Navigate to Configuration > Specifics > BMC_AR_System > WebServiceConnectionData and in the URL field, enter the endpoint URL for BMC Remedy AR System Mid Tier.
    2. In the same module, go to Configuration > Specifics > Defaults > UseRemedyJavaAPI and update the value to true and save changes.  
    3. Go to Configuration > Specifics > Adapters and in the ITSMActorAdapter field provide the name of the BMC Remedy AR System actor adapter. 

      Note

      Ensure that the BMC Remedy AR System actor adapter is configured and enabled on the same grid.

Working with incidents and change requests in BMC Remedy or BMC Helix ITSM using Event Orchestration

Using Event Orchestration, you can create incidents and change requests in BMC Remedy ITSM. By default, it is assumed that BMC Service Resolution or Proactive Service Resolution is implemented, and the runbook is configured in such a way that it only updates incidents, and creates change requests (with associated tasks) .

To enable incident and change creation/update from TrueSight Orchestration, do these steps:

  1. On the Grid Manager, click Manage > Modules tab, and from the Activated on Grid list, open the BMC-SA-Event_Orchestration_Configuration module.
    1. Go to Configuration > Specifics > EventTypes > BMC_TrueSight ><NameOftheEventType> and go to Configurations.
    2. To enable incident integration, update the value of the <incident-enabled> flag to true for the actions for which you want to enable the integration.
    3. To enable change integration, update the value of the <change-enabled> flag to true for the actions for which you want to enable the integration. 
  2. Navigate to EventSourceDefaults > IncidentIntegration, and change the value to false.
    If true, the value for the <incident-enabled> flag is ignored.
  3. Repeat Step 1 and 2 to enable integration for any of the actions supported by the runbook.
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