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.

https://youtu.be/_g5ePSdlqkI

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.

1. TrueSight Infrastructure Management or ProactiveNet detects a degradation in the response time of a router.
2. An alert is triggered and routed to TrueSight Infrastructure Management or ProactiveNet.
3. Using the event and the CI information, an Infrastructure incident is created in Incident Management through the web service.

4. 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.

5. An IncidentInfo event is created.
6. Router issue is resolved and the corresponding event is closed in TrueSight Infrastructure Management or ProactiveNet.
7. The IncidentInfo event is closed, and the details are sent to Incident Management.
8. 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:

1. 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.

2. 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

1. In TrueSight Infrastructure Management or ProactiveNet, launch the console:

   ProactiveNet console:
   To launch the administrator console on Windows, see  Launching the BMC ProactiveNet Administration Console on Microsoft Windows in ProactiveNet 9.6 documentation.
   To launch the administrator console on Solaris or Linux, see  Launching the BMC ProactiveNet Administration Console on Solaris and Linux in ProactiveNet 9.6 documentation.

   TrueSight console:

   To launch the TrueSight 11.0 console, see Accessing and navigating the TrueSight console in TrueSight Infrastructure Management 11.0 documentation.

   To launch TrueSight Infrastructure Management administrator console console on Windows, see Launching the Infrastructure Management administrator console on Microsoft Windows in TrueSight Infrastructure Management 11.0 documentation.

   To launch the TrueSight Infrastructure Management operator console on Solaris or Linux, see Launching the Infrastructure Management administrator console on Solaris and Linux in TrueSight Infrastructure Management 11.0 documentation.

2. 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.

3. Select the Service Desk Integration check box.
   

   Note

   Do not select the BMC Remedy Service Desk check box.

4. 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.

   
   

5. Click Apply.

To integrate CMDB with TrueSight Infrastructure Management or ProactiveNet

1. In TrueSight Infrastructure Management or ProactiveNet, open the operator console.
2. Click Options > Administration > Integrations with other BMC products.
3. Click the Edit link adjacent to the Integrations label.

4. 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 to True otherwise, it is set to False. The Enterprise 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.

   

5. 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.