Setting up integration with Remedy with Smart IT to automate incident generation

Integrating Remedy with Smart IT with BMC Client Management (BCM) enables administrators to automate incident generation in Remedy with Smart IT based on events defined in BCM. An event in BCM is a significant action or occurrence in a system or application that needs to be reported to administrators. When an event occurs that administrators need to know about, an alert is generated in BCM console. Such alerts cause Remedy with Smart IT to automatically generate incidents and notify administrators about these incidents. An incident is a type of ticket that is generated in Remedy with Smart IT.

For example, a Remedy with Smart IT administrator can subscribe to an event when an error happens on BCM agent. When this event occurs, BCM generates an alert which causes a new incident to be created in the Remedy with Smart IT application. The application notifies Smart IT service desk technicians about these incidents.

It is a two-way integration between BCM and Remedy with Smart IT applications.

This section lists the necessary steps required to integrate Smart IT in BCM.

Before you begin

As a BCM administrator who is integrating BCM with Remedy with Smart IT, you need to have the following information:

• Login credentials of the Remedy with Smart IT administrator
• Remedy with Smart IT server URL to integrate with BCM
• Identify notification events that the Remedy with Smart IT administrator wants to monitor in BCM

Identifying events for monitoring assets in BCM

If you are a Smart IT administrator for your organization, you need to identify events that can be monitored by BCM. To identify events that can be monitored by BCM, see Events defined for notification.

Request a BCM administrator to define these events when integrating these applications.

Creating an integration with Remedy with Smart IT

To create a new integration with Remedy with Smart IT: 

1. From the BCM console, select Global Settings > right-click External Integration > Create Integration.

2. In the BMC Integration wizard, enter data into the following fields:

   Parameter	Description
   Instance Name	Enter a name to identify the integration. For example, Remedy with Smart IT integration.
   Application Type	Select Remedy with Smart IT.
   User name	Enter a valid Remedy with Smart IT administrator name.
   Password	Enter the administrator password.
   Application URL	Enter the URL to access the Remedy with Smart IT web server.  http://<midtier_server>:<port>/arsys/services/ARService?server=<servername> To verify that the URL is valid, click Check Connection.
   Language	Select the language in which incidents will be created. All console languages are available.

   Note

   If Check Connection action fails, BCM cannot integrate with Remedy with Smart IT and the Next button is not enabled.

3. Click Next to view the Event Subscriptions window.

4. From the available event types, click an event type and select alert notifications for which you want an incident ticket to be created in the Remedy with Smart IT application.

   You will receive an event notification by email for each incident ticket that is created in Remedy with Smart IT.

5. Repeat step 4 to change alert notifications.
6. Click Finish.

After you integrate BCM with Remedy with Smart IT, the integration details are populated as a new integration link in Global Settings > External Integration.

Results

The integration results in one of the following possibilities:

• A successful integration is created under the Global Settings > External Integration.
• Connection tests do not pass because of incorrect web server URL, incorrect URL syntax, incorrect server names. Contact the Remedy with Smart IT administrator.
• Cannot complete integration because Remedy with Smart IT administrator credentials is incorrect. Contact the Remedy with Smart IT administrator.
• An integration is created without enabling any notification events for BCM.

Tracking notification events and alerts in BCM

BCM administrators can track all the events and alerts generated for other products. For example, if you subscribe to an event that detects an error on BCM agent, the Alerts and Events window in the BCM console captures the alert generated for this event. For more information on tracking events and alerts, see Tracking shared events.

Updating notification events in BCM

Events are classified into different functional areas managed by BMC Client Management, such as BCM Application, Discovery and Inventory, Applications and Application Licensing, Compliance, and Agent-based Monitoring. Based on your organization needs, you can change notifications.

 To update notification events:

1. On the console menu, select Global Settings > External Integration > Remedy with Smart IT integration.
2. On the Notification Events tab, double-click an event to open the Event Subscriptions window.
3. Select new or clear existing notification events.
4. Click Finish. The Notification Events tab refreshes to show latest updates.
   

Creating an assignment record in Remedy ITSM

As a Remedy with Smart IT administrator, you must ensure that an assignment record is created in Remedy with ITSM. Also ensure that auto-assignments are configured so that the system automatically assigns records, such as problem investigations or change requests, to the appropriate support group. 

For more information, see 

Creating assignments 

Assigning requests with the Assignment Engine

Troubleshooting

The following table lists possible issues when integrating with Remedy with Smart IT.

Where to go from here

When setting up an integration between BCM and Remedy with Smart IT, you need to configure both the applications. As a Smart IT administrator or a Smart IT service desk technician, you need to perform specific configurations in Remedy with Smart IT. For more information on integration steps on Smart IT, see Integrating Smart IT with BMC Client Management: 1.5.01 and later

Related topics

Integrating with BMC ITSM applications

Resolving tickets with the help of Client Management actions: 1.5.01 and later