Integrating with BMC Remedy ITSM

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


Note

  • The supported versions of BMC Remedy Change Management that you can integrate are 7.6.04 SP1, 8.0, 8.1.01, and 9.1.
  • Remote ITSM is sometimes called Corporate ITSM, Corporate Change, Corporate AR, or Remote AR. Within BMC Cloud Lifecycle Management, Remote ITSM describes the installation of a non-CLM AR System.
  • The same ITSM foundation data (for example, Company, People, and related data) should exist on both the Remote ITSM server and the Cloud Portal and Database server. For more information, see 

Integrating with Corporate ITSM for Foundation data.

See this video (9:12) about the integration process:

 https://youtu.be/fVgJjBqnUb8

Supported CIs for CMDB synchronization

The following table lists the supported configuration items for synchronizing with BMC Atrium CMDB.

Object model classCMDB CI class (and qualification)
ServiceOfferingInstanceBMC.CORE:BMC_BusinessService
ServiceOfferingContractLine (ContractLine)BMC.CORE:BMC_ContractLine (CloudClass=contractline AND ContractLineType=30)
AddOnContractLine (ContractLine)BMC.CORE:BMC_ContractLine (ContractLineType=20)
SelectedOptionContractLine (ContractLine)BMC.CORE:BMC_ContractLine (CloudClass=selectedoptioncontractline AND ContractLineType=10)
VirtualGuest (Server)BMC.CORE:BMC_ComputerSystem (PrimaryCapability=14 AND cloudclass=virtualguest)
VirtualClusterBMC.CORE:BMC_Cluster (CloudClass=virtualcluster AND isVirtual=1)
VirtualHostBMC.CORE:BMC_ComputerSystem (PrimaryCapability=14 AND cloudclass=virtualhost)
HypervisorSwitchBMC.CORE:BMC_ComputerSystem (PrimaryCapability=14 AND cloudclass=switch)
VirtualInfrastructureManagerBMC.CORE:BMC_ComputerSystem (PrimaryCapability=14 AND cloudclass=virtualhost)
VirtualHostBMC.CORE:BMC_ComputerSystem (PrimaryCapability=14 AND cloudclass=virtualhost)
VirtualResourcePoolBMC.CORE:BMC_ResourcePool (Primordial=0 AND CloudClass=virtualresourcepool AND isVirtual=1
LocalDiskBMC.CORE:BMC_LogicalDisk (CloudClass=localdisk)
VirtualDatastoreBMC.CORE:BMC_StorageVolume (CloudClass=virtualdatastore)
OperatingSystemBMC.CORE:BMC_OperatingSystem (CloudClass=operatingsystem)
ServerNetworkInterfaceBMC.CORE:BMC_LANEndpoint (CloudClass=servernetworkinterface)
IPAddressBMC.CORE:BMC_IPEndpoint (CloudClass=ipaddress)
NetworkBMC.CORE:BMC_ConnectivityCollection (CloudClass=network AND ConnectivityCollectionType=4)
SwitchPortBMC.CORE:BMC_LANEndPoint (CloudClass=switchport)
ApplicationSoftwareBMC.CORE:BMC_Product (CloudClass=applicationresource)
SoftwareContainerBMC.CLOUD:BMC_SoftwareContainer

New installation and integrating

The following procedures describe the steps for configuring a provider when integrating BMC Remedy ITSM 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.

Creating change users

On the Corporate ITSM server, create a change user for a support company. This user is used later during the change template configuration.

  1. Verify that the Platform Manager server can connect to the Corporate ITSM server.

  2. Log in to the Corporate ITSM server as the AR Administrator user (for example, Demo).

  3. Open the Application Administration Console.
     

  4. Under the Standard Configuration tab, click Click here to create and configure a new company. For example, Calbro Services, that is used in all the below images.

  5. Click Next Step to create an organization.

  6. Create a location (site).

  7. Create a support group.

  8. Create a new user from the People dialog box.

    1. From the Support Staff list, select Yes.

    2. Next to Unrestricted Access, select the Yes check box.
    3. Click Update Permission Groups and add the following groups:

      • Administrator (BMC Remedy AR System) (This is not required for BMC Cloud Lifecycle Management 4.6.07.001 and later versions.)

      • Infrastructure Change Config (BMC Change Management)

      • Infrastructure Change User (BMC Change Management)

        After the user is created, additional permissions are added automatically to the ones listed above.

    4. Click the Support Groups tab, and click the Update Support Groups and Roles button.

    5. Select a Support Organization, Support Group, and Relationship Role (for example, Infrastructure Change Manager), and click Add.
       

      You can optionally include an Infrastructure Change Approver role, or create a separate change approver user.

    6. Select the functional support roles (for example, Infrastructure Change Coordinator, Infrastructure Change Manager, and Infrastructure Change Approver).
       

    For complete details about how to add people, see the BMC Remedy IT Service Management online documentation.

Enabling DSO on the BMC Cloud Lifecycle Management server

If you want to synchronize CMDB configuration item (CI) data from BMC Cloud Lifecycle Management to the Corporate ITSM server, you must enable BMC Remedy Distributed Server Option (DSO) on the BMC Cloud Lifecycle Management server. (To ensure synchronization, select True for CMDB Sync and enter the DSO password of the Corporate ITSM server when you configure the provider as described in the following section, Registering the provider).

  1. As an AR Administrator, log in to the BMC Remedy AR System server for BMC Cloud Lifecycle Management.
  2. From the AR System Administration Console, System > General > Add or Remove Licenses.
  3. Verify that the AR Distributed Server license is added.
  4. Log in to the BMC Remedy AR System server for BMC Cloud Lifecycle Management.
  5. Open <AR Install Dir>/conf/armonitor.cfg (or /etc/arsystem/<AR Alias Name>/armonitor.conf) and uncomment the following line if it is not already uncommented:

    "C:\Program Files\Java\jre7\bin\java" -Xmx512m -classpath "C:\Program Files\BMC Software\ARSystem\dsoj;C:\Program Files\BMC Software\ARSystem\dsoj\ardsoj81_build001.jar;C:\Program Files\BMC Software\ARSystem\arserver\api\lib\arapi81_build001.jar;C:\Program Files\BMC Software\ARSystem\arserver\api\lib\arcmnapp81_build001.jar;C:\Program Files\BMC Software\ARSystem\arserver\api\lib\arutil81_build001.jar" com.bmc.arsys.dsoj.DSOServer --unicode -i "C:\Program Files\BMC Software\ARSystem" -m
  6. Restart the AR System server.

Registering the provider

  1. Before registering the provider, verify that the following settings are present on the Corporate ITSM server:
    • Company – Calbro Services

    • Support Organization – IT Support

    • Support Group – Change Management

    All imported change templates on the Corporate ITSM server have Template Authoring Group information set to the Calbro Services data on the BMC Remedy ITSM Template Selection form:


    If the Calbro Services company does not exist on the Corporate ITSM server, you must deploy the BMC Change Management integration artifacts using the extension loader. Contact BMC Support with the following information about the company that will be used in the change templates for BMC Cloud Lifecycle Management as a replacement for Calbro Services:

    • Support Company

    • Support Organization

    • Support Group

  2. Log in to the Cloud Lifecycle Management Administration Console as the cloud administrator.

  3. Go to Workspaces > Configuration, and click the ITSM Configuration tab.

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

  6. Provide the required information.

    Field

    Description

    General

    Name

    Name of the ITSM provider.

    Description

    Description of the ITSM provider.

    Connection Setting(s)

    Host Name

    Host name or IP address of the Corporate ITSM server that is reachable from the BMC Cloud Lifecycle Management server.

    Server Port

    AR System server port of the Corporate ITSM server.

    User Name

    Change user that has these permissions:

    • Administrator (BMC Remedy AR System) (This is not required for BMC Cloud Lifecycle Management 4.6.07.001 and later versions.)
    • Infrastructure Change Config
    • Infrastructure Change User

    Note: After you create this user, extra permissions might be added, by default, to the permissions above.

    Password

    Password for the Change user.

    Impersonate User

    Select one of the following options:

    • False – All change requests will be created with Change Submitter, Requested By, and Requestor user information of the Change user configured in the provider. You do not need to synchronize users between the CLM AR and Corporate ITSM servers (that is, Reverse DSO may not be configured on Corporate ITSM server).
    • True – Change requests will be created with:
      • The Change submitter user as the Change user in the provider.
      • The Requested By user as the CLM user who is submitting the CLM request.
      • The Requestor user as the user for whom the request is submitted on behalf of.

    If you select True, you should synchronize all company, location, and user information between the Corporate ITSM and CLM AR servers. You can use CLM Brownfield Utility to synchronize the data from Corporate ITSM to CLM.

    Default Request For User

    Company

    Company of the Change user configured in the provider.

    This user is used during change creation if the Impersonate User field is set to False, or if the user cannot be found in the Corporate ITSM.

    First Name

    First name of the Change user configured in the provider.

    This user is used during change creation if the Impersonate User field is set to False, or if the user cannot be found in the Corporate ITSM.

    Last Name

    Last name of the Change user configured in the provider.

    This user is used during change creation if the Impersonate User field is set to False, or if the user cannot be found in the Corporate ITSM.

    Initial Setup Credentials

    Admin User

    BMC Remedy AR System administrator who will import the artifacts from the Corporate ITSM server.

    Admin Password

    Password for the administrator.

    CMDB Settings

    CMDB Sync

    Synchronization option for BMC Atrium CMDB configuration items (CIs). The options are:

    • False—No CIs are synchronized with the Corporate ITSM server.
    • TrueConfigured CIs are synchronized through BMC Remedy Distributed Server Option (DSO) to Corporate ITSM.

    A list of the supported CIs for CMDB synchronization is provided at the top of this topic.

    DSO Password

    BMC Remedy DSO password for the Corporate ITSM server.

    Advanced Configuration

    Connection Pool Size

    Active connections of the AR System API. The default is 5, 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 Corporate ITSM 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 field is reserved. Leave it empty.

    Do not use the following special characters:

    < ,>, ( ,) ,% ,/, \ 

  7. Click Submit.
  8. Verify that the provider is created and appears as a provider type.
    By default, three template mappings are created and are listed in the Change Policy – Template Mapping section.

Note

After you register the provider, you might see a message asking you to restart the Platform Manager. You can ignore this message. A restart is not required.

Configuring support for an impersonated end user

Change requests generally have the following sets of user information (excluding the Support user information):

  • Requested By – BMC Cloud Lifecycle Management user who is submitting the service request or performing operator actions on BMC Cloud Lifecycle Management.
  • Requested For – BMC Cloud Lifecycle Management user on whose behalf the BMC Cloud Lifecycle Management administrator submits a request.
  • Change Submitter – Change user configured in the ITSM provider used to create the change request on Corporate ITSM.

You can enable impersonation by setting the Impersonate User field in the Register ITSM Provider dialog box (as described in Creating the provider above) to True. The field has these options:

  • False – All change requests will be created with Change Submitter, Requested By, and Requestor user information of the Change user configured in the provider. You do not need to synchronize users between the CLM AR and Corporate ITSM servers (that is, Reverse DSO may not be configured on Corporate ITSM server).
  • True – Change requests will be created with:
    • The Change Submitter user as the Change user in the provider
    • The Requested By user as the CLM user who is submitting the CLM request
    • The Requestor user as the user on whose behalf the request is submitted.

If you select True, you should synchronize all company, location, and user information between the Corporate ITSM and CLM AR servers.

Verifying CMDB synchronization configuration

After you successfully create the provider, if you set CMDB Sync to True, perform the following steps on the servers listed below to verify whether the automatic configuration is correct.

CLM AR server

  1. As an AR Administrator, log in to the CLM AR server for BMC Cloud Lifecycle Management.
  2. From the AR System Administration Console, select System > General > Server Information > Connection Settings > DSO Server.
  3. Verify that the DSO Server Setting Table contains the correct host name and port details. 
    If the Corporate ITSM server port is 0, you will not see an entry in the table.
  4. From the AR System Administration Console, select System > Distribute Server Options > Distributed Logical Mappings.
  5. Search for the CORPORATE-DESTINATION-SERVER record as Logical Name, and verify that the record contains the correct Corporate ITSM Server host name.

Corporate ITSM AR server

  1. Verify that the BMC CSM Import Reconciliation job (standard job with identification and merge activities) was added.
    1. Log in to the Corporate AR Server using the BMC Remedy Mid Tier.
    2. Go to Atrium Core > Atrium Core Console.
    3. Click Applications > Reconciliation.
    4. Search for the BMC CSM Import reconciliation job. (Tip: From the Sort On menu, select Name.)
  2. Verify the BMC.IMPORT_CSM dataset record.
    1. Log in to the Corporate ITSM AR server as AR Administrator.
    2. Search for the BMC.CORE.CONFIG:BMC_Dataset form.
    3. Search for the BMC.IMPORT_CSM record.

Executing initial-load escalations

After the DSO is enabled on the CLM AR System server and CMDB CI synchronization configuration is successful, you must run the initial-load escalations. If the integration was enabled later, the CMDB CIs those are already created in CLM should be synchronized first using the initial-load escalations. Once all the initial load escalations are executed, system would be in a correct state for further dynamic synchronization of CIs as and when the CIs are created in CLM.

 Execute the following initial-load escalations in the sequence shown below:

  1. DIST-CMDB: CSM_TO_CORP_CIs_BMC_ComputerSystem_InitialLoad (All base CIs except storage volume would be fixed.)
  2. DIST-CMDB: CSM_TO_CORP_CIs_BMC_StorageVolume_InitialLoad
  3. DIST-CMDB: CSM_TO_CORP_Rels_InitialLoad_BMC_Dependency_Component


Configuring BMC Change Management

  1. Log in as the Change user you created above.
  2. Open the Application Administration Console.
  3. Click the Custom Configuration tab, and select Change Management > Template.
  4. Verify that the following change templates are available on the Corporate ITSM server.
    • Cloud Change - Approval Required

    • Cloud Change - Audit Only

    • Cloud Change - Pre-Approved

 

  1. Under the Task Templates tab, verify that a Standard Cloud Task is integrated for the Approval Required and Pre-Approved change templates.
  2. For all of the change templates, update the fields on the Assignment and Authoring For Groups tabs with respect to Support Company, Support Organization, Support Group, and change users.
  3. From the Application Administrator Console, click Custom Configuration, and select Task Management System > Task Configuration > Task Template, and edit the Assignment tab to reflect the Change user that was used in the Change Template configuration.
  4. From the Application Administration Console, click the Custom Configuration tab, and select Change Management > Advanced Options > Process Flow Configuration.
  5. Verify that Cloud Change Process Lifecycle is imported and enabled.
  6. From the Application Administration Console, click the Custom Configuration tab, and select Change Management > Approval > Approval Mappings.
  7. Create an approval mapping, and in the Phase Name field, enter Cloud Change Approval.
  8. In the First Name and Last Name fields, type the name of the user who is the Change Approver. Press Enter.
    The list of users that match the specified criteria appears in the table. From the list, select the user that you want to add.
    In case, there is one matching user, the Approver ID field is populated with the user name.
  9. Click the Advanced Criteria tab, and enter Standard in the Class field.
  10. From the Application Administration Console, click the Custom Configuration tab, and select Foundation > Advanced Options > Approval Process Configuration.
  11. Verify that the following Approval flow entries are created:
    • Cloud Change Closure
    • Cloud Change Approval
  12. From the Application Administration Console, click the Custom Configuration tab, and select Foundation > Configure Assignment > Configure Application Assignment.
  13. Verify that the Change Assignment entries appear:
    • Infrastructure Change Manager
    • Infrastructure Change Coordinator

For more information, see the BMC Remedy Change Management online documentation.

Upgrading and integrating

After you upgrade and migrate from a previous version BMC Cloud Lifecycle Management, an ITSM provider is automatically created with the details for the Enterprise AR Server and the Demo user. Use one of the following procedures to integrate the ITSM provider.

Upgrading from version 4.x

  1. Find the names of the users for the provider:
    1. On the BMC Cloud Lifecycle Management server, log in as a Cloud Administrator.
    2. Go to Cloud Administration Console
    1. From the Cloud Administration Console, select Workspaces > Configuration > ITSM Configuration.
    2. Note the users listed for the provider. 

  2. Change the user permissions of the Change Submitter:
    1. On the Corporate ITSM server, log in as an AR Administrator.
    2. Open the Application Administration Console, and open the People form.
    3. Add Infrastructure Change Config permissions to the change submitter.
  3. Disable old workflows:
    1. Log in to the Corporate ITSM server from BMC Remedy Developer Studio.
    2. Search for the following filters, and set the State field to Disabled for each:
      • Corporate:DSO:CMF_FilterPlugin_Task_Remote
      • INT:CHGCMF:Change_Reject_Remote
      • INT:CHGCMF:Task_Reject_Remote
      • INT:CHGCMF:Task_WIP_Remote
    3. Search for the Corporate:DSO:CMF_FilterPlugin_Task_Remote distributed mapping, and set the State field to Disabled.

Impact of a BMC Cloud Lifecycle Management upgrade on CMDB synchronization

If you have a BMC Cloud Lifecycle Management 4.0 or 4.1 environment with CMDB CI synchronization, during the upgrade to BMC Cloud Lifecycle Management 4.6, there will be no changes to the DSO filters and DSO mappings that were previously installed. The data transfer and synchronization (that is, the transfer through DSO from CLM AR to the Corporate ITSM/Atrium server) will remain the same as it was prior to the upgrade.

Support for BMC Remedy ITSM 9.1

If the Corporate BMC Remedy ITSM version (fresh Installation or upgrade) is 9.1, apply the hotfix on the base BMC Cloud Lifecycle Management versions.

To apply the hotfix to BMC Cloud Lifecycle Management 4.6

  1. If you are using BMC Cloud Lifecycle Management 4.6, upgrade to version 4.6.04.
  2. Download the Remedy ITSM Integration Artifacts for CLM v4.6.04.zip ZipKit from https://communities.bmc.com/docs/DOC-39920.
  3. Unzip the file.
  4. For a successful Change integration, log in to the Corporate ITSM AR - BMC Remedy Developer Studio, and import the zipFileLocation\Remedy ITSM Integration Artifacts for CLM v4.6.04\corporate_integration\CLM_AR9X_Fixes\CM_9100_17May2016_SW00509472_ALL.def file.
  5. For a successful CMDB CI synchronization, log in to the CLM AR - BMC Remedy Developer Studio, and import the zipFileLocation\Remedy ITSM Integration Artifacts for CLM v4.6.04\corporate_integration\CLM_AR9X_Fixes\up10CLM_DSO_CMDB 9.0 Mappings.def file.

Note

Verify that Task Phase Management is not enabled for BMC Change Management. To disable it, open the Application Administration Console, and select Custom Management > Change Management > Advanced > Rules, and change the Enable Task Phase Management option to No.

Where to go from here

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

Services

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