Integrating with BMC Remedy OnDemand

Notice

Support for integrating BMC Cloud Lifecycle Management with BMC Remedy OnDemand has been discontinued and will be removed fully in the next service pack release planned in 2018. BMC is no longer providing support for this integration.

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

 

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

 https://youtu.be/fVgJjBqnUb8

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 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, seeIntegrating with Corporate ITSM for Foundation data.


Supported CIs for CMDB synchronization

Following are 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=virtualhost)
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

Configuring Kaazing

You can integrate BMC Remedy OnDemand with BMC Cloud Lifecycle Management by using Kaazing or VPN connectivity between the two environments. If you want to use Kaazing, you must configure it for BMC Cloud Lifecycle Management. 

Before you begin

Make sure that the server on which you are installing Kaazing meets these requirements:

  • Microsoft Windows 2008 or later
  • At least 4 GB RAM
  • At least 1 CPU
  • 8- to 64-bit Java SDK

Installing the Kaazing client

  1. Copy the BMC Gateway Client Suite installer to the computer where you want to install the Kaazing client.
    For more information, see BMC Client Gateway connectivity in the BMC Remedy OnDemand online technical documentation
  2. Launch the BMC Gateway Client installer, which is located at ..\BMCGatewayClientSuiteKit\Disk1\setup.exe.
  3. Click Next on the Welcome screen.
  4. Select I agree to the terms of the license agreement, and click Next.
  5. In the Destination Directory field, enter the directory path where you want to install the client, and click Next.
  6. Complete the following fields:
    • Local client gateway host name – Host name of the computer on which the client is being installed.
    • Local client gateway IP – IP address of the computer on which the client is being installed.
    • Local client gateway AR API port (development, QA, production) – Ports on the local computer that the client gateway will use.
    • Local client gateway management port – Port on the local computer that the client gateway will use.
    • Remote BMC gateway host name (development, QA, production, port) – Details of the gateway in BMC Remedy OnDemand environment.
  7. Click Next.
  8. Enter the full path to Java, and click Next.
  9. If you received an SSL certificate file, enter the path to that file, and click Next.
  10. Click Install.
  11. Click Done.

Configuring the Kaazing client

After you configure the BMC Remedy OnDemand environment for Kaazing, update the Kaazing configuration file (C:\Program Files\BMC Software\BMCGatewayClientSuiteKit\conf). The following sample file shows a Kaazing client where the BMC Change Management integration and CMDB CI DSO workflows use the ar-clmapi and CLM-ARAPI-DSO services to transfer the ITSM Foundation data from BMC Remedy OnDemand to BMC Cloud Lifecycle Management through DSO.

New installation and integrating

The following procedures walk you through the steps of configuring a provider when integrating BMC Remedy OnDemand 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

  1. Verify that the Kaazing client is installed successfully in the BMC Cloud Lifecycle Management environment.
  2. From the Kaazing client, verify that the Kaazing server in the BMC Remedy OnDemand environment is reachable and is configured for communication with the BMC Cloud Lifecycle Management environment.
  3. On the BMC Remedy OnDemand server, create a change user for a support company that will later be used in change template configuration.
    1. Log in to the BMC Remedy OnDemand server as the AR Administrator user (for example, Demo).

    2. Open the Application Administration Console.
       

    3. Under the Standard Configuration tab, click Click here to create and configure a new company.
       

    4. Create an organization.

    5. Create a location (site).

    6. Create a support group.

    7. 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:

        • AR Administrator

        • Infrastructure Change Config

        • Infrastructure Change User

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

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

      5. Select a Support OrganizationSupport 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.

      For complete details regarding adding people, see the BMC Remedy IT Service Management online documentation.

Enabling DSO on the BMC Cloud Lifecycle Management server

You must enable BMC Remedy Distributed Server Option (DSO) on the BMC Cloud Lifecycle Management server in case a user wants to synchronize CMDB configuration item (CI) data from BMC Cloud Lifecycle Management to the BMC Remedy OnDemand server. You will need the DSO password of the BMC Remedy OnDemand server when you register the provider (later in this topic).

  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. Using a remote desktop, 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.

Register the 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 from the Provider Type list.
    The fields appear as shown here. 

  5. 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 Kaazing client VM that is on the BMC Cloud Lifecycle Management environment and that is reachable from the BMC Cloud Lifecycle Management server.

    Server Port

    AR System server port that is also configured in the Kaazing configuration.

    User Name

    Change user that has these permissions:

    • AR Administrator
    • 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 BMC Remedy OnDemand servers (that is, Reverse DSO may not be configured on the BMC Remedy OnDemand 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 BMC Remedy OnDemand and CLM AR servers. You can opt to use the Reverse DSO extensions.

    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 BMC Remedy OnDemand.

    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 BMC Remedy OnDemand.

    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 BMC Remedy OnDemand.

    Initial Setup Credentials

    Admin User

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

    Admin Password

    Password for the administrator user.

    CMDB Settings

    CMDB Sync

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

    • False—No CIs are synchronized with BMC Remedy OnDemand.
    • True—Configured CIs are synchronized through BMC Remedy Distributed Server Option (DSO) to BMC Remedy OnDemand.

    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 BMC Remedy OnDemand server.

    Advanced Configuration

    Connection Pool Size

    Active connections of the AR System API. The default is 5, but for a 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 BMC Remedy OnDemand 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 Remedy OnDemand 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.

  6. Click Submit.
  7. 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.

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 correct the Kaazing client/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.

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.

Where to go from here

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

Services

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