Integrating TrueSight Infrastructure Management or ProactiveNet with BMC Service Desk: Incident Management
You can integrate TrueSight Infrastructure Management or ProactiveNet with Incident Management using the HPD_IncidentServiceInterface web service. For information about using the web service, see Integrating directly with Remedy ITSM using web services.
The following video (7:26 min) provides step-by-step procedure to integrate TrueSight Infrastructure Management or ProactiveNet with Remedy IT Service Management.
This integration supports Level1, Level2, and Level 3 of service resolution. For information about the service resolution levels, see BMC Service Resolution levels.
Using a sample scenario, the following diagram illustrates the information flow in this integration.
- TrueSight Infrastructure Management or ProactiveNet detects a degradation in the response time of a router.
- An alert is triggered and routed to TrueSight Infrastructure Management or ProactiveNet.
- Using the event and the CI information, an Infrastructure incident is created in Incident Management through the web service.
The incident ID is sent back to TrueSight Infrastructure Management or ProactiveNet.
For information about importing the required SSL certificates, see Importing SSL certificates.Note
TrueSight Infrastructure Management or ProactiveNet pulls the incident information from Remedy ITSM through the HPD_OutbouboundEventInterface web service. For more information, see Using HPD_ IncidentOutboundEvent web service.
- An IncidentInfo event is created.
- Router issue is resolved and the corresponding event is closed in TrueSight Infrastructure Management or ProactiveNet.
- The IncidentInfo event is closed, and the details are sent to Incident Management.
- A Service Desk technician closes the incident.
Configuring the integration between TrueSight Infrastructure Management or ProactiveNet and Incident Management
After you install BMC Service Resolution, you must configure the integration between TrueSight Infrastructure Management or ProactiveNet and Incident Management. This integration involves the following activities:
- If you are performing level 2 or level 3 integration, publish the CI information from CMDB to TrueSight Infrastructure Management or ProactiveNet. See Integrate CMDB with BMC TrueSight Infrastructure Management/BMC ProactiveNet.
Integrate TrueSight Infrastructure Management or ProactiveNet with Remedy OnDemand. See Integrate BMC TrueSight Infrastructure Management/BMC ProactiveNet with Incident Management
To integrate TrueSight Infrastructure Management or ProactiveNet with Incident Management
This procedure is applicable for Level 1 of BMC Service Resolution.
In TrueSight Infrastructure Management or ProactiveNet, launch the console:
If the MidTier server is using SSL certificates, import valid SSL certificates to the
BMC_ProactiveNet_HOME\pronto\conf\pnserver.ks and BMC_ProactiveNet_HOME \jre\lib\security\cacerts keystores.
For information about importing SSL certificates, see Importing SSL certificates.Select the Service Desk Integration check box.
Note
Do not select the BMC Remedy Service Desk check box.
Enter values in the following fields:
Input field Description AR Server Hostname Enter the AR server host name. AR Server Port Enter the AR server port number. AR Server User Enter the AR server user name. AR Server Password Enter the password. MidTier Server Hostname Enter the Remedy Mid Tier server hostname. MidTier Server Port Enter the configured port number. 8080 is the default Remedy Mid Tier server port. MidTier Server Protocol Select HTTPS as the Remedy Mid Tier server protocol. - Click Apply.
To integrate CMDB with TrueSight Infrastructure Management or ProactiveNet
This procedure is applicable for Level 2 and Level 3 of BMC Service Resolution.
- In TrueSight Infrastructure Management or ProactiveNet, open the operator console.
- Click Options > Administration > Integrations with other BMC products.
- Click the Edit link adjacent to the Integrations label.
Select the BMC AR Server/CMDB check box and enter the values in the following fields:
Input field Description AR Server Hostname
Enter the host name or IP address of the AR System server.
Note: If the mid tier server is using a load balancer, ensure that you enter the load balancer host name instead of the mid tier server host name.
AR Server Port Enter the AR Server or CMDB port number. The default is 0. If the AR System server is configured with a portmapper, enter 0 in this field.
AR Server User Enter the user name required to log on to the AR System server. The default is Demo. This user must have Administrative privileges.
AR Server Password Enter the password required to log on to the AR System server.
Publishing Mode Select Single Server or Multiple Server depending on whether you installed BMC ProactiveNet on a single server or multiple server environment. If you select Multiple Server, the
Enterprise
parameter in the pserver.conf file is set toTrue
otherwise, it is set toFalse
. TheEnterprise
parameter enables (T) or disables (F) the enterprise mode of operation.UDDI Hostname
Enter the host name of the UDDI registry for Atrium CMDB or the name of the Atrium Web Services Server.
UDDI Port Enter the port number of the UDDI registry for CMDB or the port number of Atrium Web Services server for CMDB.
UDDI User Enter the UDDI registry user name. The default is admin.
UDDI Password Enter the UDDI registry password. BMC ProactiveNet Server Protocol
Select the application protocol. The default protocol is http.
Click Apply.
Notes
- Logs for the CMDB integration are in the integrate_atrium_cmdb.log located at installationDirectory/pw/pronto/logs.
- If UDDI is configured for HTTPS, set
bmc.uddi.registryserver.secure.enabled=true
in the pw\custom\conf\pronet.conf file and restart JServer.
Comments
When I click on the link "Launching the Infrastructure Management administrator console on Solaris and Linux" it is not working. I get this in the url, "tsim110:Launching"
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