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Integrating with BMC Remedyforce

This topic discusses how to integrate BMC Remedyforce with BMC Cloud Lifecycle Management. The topic includes these sections:

See this video (8:09) about the integration process:

 https://youtu.be/D8BQHnTeQqU

Supported CI’s for CMDB synchronization

Following are the supported configuration items for synchronizing with BMC Atrium CMDB.

OM ClassClass
ServiceOfferingInstanceBMC_BusinessService (TechnicalService)
ServiceOfferingContractLine (ContractLine)Contract
AddOnContractLine (ContractLine)ContractLine
SelectedOptionContractLine (ContractLine)ContractLine
VirtualGuest (Server)BMC_COMPUTERSYSTEM
VirtualClusterBMC_CLUSTER
VirtualHostBMC_COMPUTERSYSTEM
HypervisorSwitchBMC_COMPUTERSYSTEM
VirtualInfrastructureManagerBMC_COMPUTERSYSTEM
VirtualHostBMC_COMPUTERSYSTEM
VirtualResourcePoolBMC_ResourcePool
LocalDiskBMC_DISKDRIVE
VirtualDatastoreMF:BMC_STORAGESUBSYSTEM
OperatingSystemBMC_OPERATINGSYSTEM
ServerNetworkInterfaceBMC_NETWORKPORT
IPAddressBMC_IPENDPOINT
NetworkBMC.CORE:BMC_CONCRETECOLLECTION
SwitchPortBMC_NETWORKPORT
ApplicationSoftwareBMC_PRODUCT
SoftwareContainerBMC_PACKAGE

New installation and integrating

The following procedures walk you through the steps of configuring a provider when integrating BMC Remedyforce with a new installation of BMC Cloud Lifecycle Management.

 

Warning

The ability to edit the host name, port, and so on is available if the Corporate ITSM server is the same as what you configured with BMC Cloud Lifecycle Management and if access details such as host name and port have changed.

Although editing is available, do not change the Corporate ITSM server after you have integrated with BMC Cloud Lifecycle Management.

Before you begin

  1. Verify that the BMC Remedyforce account is available and users have permissions to create change requests.
  2. Verfiy that users can log in to BMC Remedyforce from the Platform Manager computer to ensure that it can reach BMC Remedyforce.

Creating the Remedyforce provider

  1. Log in to the Cloud Lifecycle Management Administration Console as the cloud administrator.
  2. Go to Workspaces > Configuration, and click the ITSM Configuration tab.

  3. Click the Register icon .
  4. In the Register ITSM Provider dialog box, select Remedy Force from the Provider Type list.
    The fields appear as shown here.

  5. Provide the required information.

    Field

    Description

    General

    Name

    Name of the BMC Remedyforce provider.

    Description

    Description of the BMC Remedyforce provider.

    Connection Setting(s)

    User Name

    Change user that has the following permissions to create a change request in BMC Remedyforce:

    • AR Administrator
    • Infrastructure Change Config
    • Infrastructure Change User

    Password

    Password for the Change user.

    Security Token

    Security token of the Change user.

    CMDB Settings

    CMDB Sync

    Synchronization option for BMC Atrium CMDB configuration items (CI’s). The options are:

    • False – No CI’s are synchronized with the BMC Remedyforce server.
    • True – Configured CI’s are synchronized through BMC Cloud Lifecycle Management to BMC Remedyforce.

    A list of the supported CI’s for CMDB synchronization is listed at the top of this topic.

    Initial Setup Credentials

    Admin User

    BMC Remedy AR System administrator user that will be used to import the artifacts from BMC Remedyforce.

    Admin Password

    Password for the administrator user.

    Admin Security TokenSecurity token for the administrator user.

    Advanced Configuration

    Max Connection in Pool

    The maximum number of active connections of the Remedyforce REST API. The default is 10, but for production deployment, enter a number that corresponds to the anticipated load on the system.

    Timeout (sec)

    Maximum time the BMC Cloud Lifecycle Management should wait for a response from the Corporate ITSM server. The default is 5 seconds.

    Approval Pool Interval (mins)

    Time (in minutes) after which the Platform Manager checks for the change in change requests on the BMC Remedyforce server.

    Approval Expiry (Hrs)

    Maximum time (in hours) for which the Platform Manager waits for approval before it sets the service request to Failed or Rejected.

    Custom Configuration

    This is a reserved field. Leave it empty.

Viewing the change templates that are created

After you register BMC Remedyforce as the ITSM provider, the following change templates are automatically created:

  • Cloud Change - Approval Required
  • Cloud Change - Audit Only
  • Cloud Change - Pre-Approved

The following change templates are also used internally during the approval process:

  • Cloud Change - Update Status to Approved
  • Cloud Change - Update Status to Rejected

To view the change templates in Remedyforce, go to Remedyforce Administration > Configure Application > Templates.

Configuring the approval process

The following procedures focus on BMC Remedyforce. For complete details, see the BMC Remedyforce online documentation.

Creating a new approval process

  1. Log in to BMC Remedyforce.
  2. Go to BMC Remedyforce Administration > Manage Workflows and Other Processes > Approval Processes.
     
  3. From the Manage Approval Processes For list, select Change Request.
  4. From the Create New Approval Process list, select Use Standard Setup Wizard.
     
  5. On the Step 1 screen, complete the Process Name and Description fields, and click Next. (Unique Name is generated automatically.)
  6. On the Step 2 screen, complete the fields as follows:
    1. From the Use this approval process if the following list, select criteria are met.
    2. For the first field under Field, select Change Request: Change Category.
    3. For the first field under Operator, select contains.
    4. For the first field under Value, enter Major.
    5. Click Next.
       
  7. On the Step 3 screen, keep the default values, and click Next.
  8. (Optional) On the Step 4 screen, enter an email template for the notification.
  9. On the Step 5 screen:
    1. Move Change Request to the Selected Fields table.
    2. Select Display approval history information in addition to the fields selected above.
    3. Leave the other values as is.
    4. Click Next.
  10. On the Step 6 screen, leave the default values as is.
  11. Click Save.
  12. On the What Would You Like To Do Now screen, select No, I’ll do this later, take me to the approval process detail page to review what I’ve just created.
  13. Review the final screen to make sure that the information is correct.

Creating a new approval

  1. On the Approval Processes details page, click New Approval Step.
     
  2. On the Step 1 screen, enter a Name for the step, and click Next.
  3. On the Step 2 screen, under Specify Step Criteria, select All records should enter this step, and click Next.
  4. On the Step 3 screen, select Automatically assign to approver(s), and select the user who will approve change requests.
  5. Click Save.
  6. On the What Would You Like To Do Now screen, select No. I’ll do this later. Take me to the approval process detail page to review what I’ve just created.
  7. Click Go.

Adding final approval actions

  1. On the Approval Processes details page, in the Final Approval Actions section, click Add New, and select Field Update.
     
  2. Click Next.
  3. Complete the Name and Description fields.
  4. From the Field to Update list, select Template Name.
  5. In the Specify New Field Value section that appears, select Use a formula to set the new value, and enter "Cloud Change - Update Status to Approved" in the text box. (Include the quotation marks.)
  6. Click Save.
  7. In the Final Approval Actions section, click Add New, and select Field Update.
  8. Click Next.
  9. Complete the Name and Description fields.
  10. From the Field to Update list, select Approved.
  11. In the Specify New Field Value section that appears, select True under Checkbox Options.
  12. Click Save.

Adding Final Rejection Actions

  1. On the Approval Process details page, in the Final Rejection Actions section, click Add New and select Field Update.
     
  2. Complete the Name and Description fields.
  3. From the Field to Update list, select Template Name.
  4. In the Specify New Field Value section that appears, select Use a formula to set the new value, and enter "Cloud Change - Update Status to Rejected" in the text box. (Include the quotation marks.)
  5. Click Save.

Viewing and approving change requests in BMC Remedyforce

For complete details about viewing and approving change requests in BMC Remedyforce, see the BMC Remedyforce online documentation.

Where to go from here

Managing change policy mappings or Managing change policy mappings for particular tenants

Services

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