Integrating with Corporate ITSM for Foundation data
Important
If you use the method outlined in this topic, be sure to follow each step in the order provided.
You can use an existing brownfield BMC Remedy AR System, BMC Atrium Core, or BMC Remedy IT Service Management (sometimes called Remote ITSM) for adding Company-related information (for example, sites and people) into BMC Cloud Lifecycle Management, as shown below. You can also add IT assets (CMDB CIs) created by BMC Cloud Lifecycle Management to Remote Atrium.
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.
- For a successful integration of BMC Cloud Lifecycle Management and BMC Remedy ITSM 9.1, make sure that you have BMC Cloud Lifecycle Management 4.6.04 and that LDAP/AD is integrated with the CLM AR server and the Corporate ITSM server.
This topic includes:
Warning
As a best practice, integrate ITSM with BMC Cloud Lifecycle Management before you create new data on BMC Cloud Lifecycle Management. If you must create cloud data first, avoid conflicts by creating Foundation data that is different from the Corporate ITSM data. If you encounter conflicting data, clean up the data before you transfer the data from Corporate ITSM through DSO.
You can use the BMC CLM ITSM Brownfield utility to synchronize Foundation data.
Integration overview
So that BMC Cloud Lifecycle Management will work with updates to users in BMC Remedy IT Service Management, the Foundation data must be synchronized as outlined in this topic.
With the help of the Corporate ITSM (or Corporate Atrium) integration extension, a Company, Site, or People created on the Corporate ITSM AR System server (Corporate ITSM AR) are automatically available on the BMC Cloud Lifecycle Management AR System server (CLM AR). In addition, CMDB data created on CLM AR is automatically made available on Corporate ITSM AR.
Corporate ITSM (or Corporate Atrium) integration extension consist of two extensions:
- The “corporate” extension, which you must apply and configure on Corporate ITSM AR
- The “CLM” extension, which you must apply and configure on the CLM AR
After you apply the corporate ITSM integration extensions on Corporate ITSM AR and CLM AR (described below), data transfer begins between these two AR servers. For example, Foundation data like Company, location, people, and so on, starts moving from Corporate ITSM AR to CLM AR as soon as it is created on Corporate ITSM AR. In the same way, CMDB CI data like ComputerSystem, OperatingSystem, Product, ServiceOffering, and so on start moving from CLM AR to Corporate ITSM AR.
Note
Before you begin
Before you begin the integration with brownfield Corporate Atrium, enable BMC Distributed Server Option (DSO) on the Corporate ITSM AR server and ask BMC Support to run the Data Consistency Checker.
- To enable DSO:
- Stop the Corporate ITSM AR server.
- Open the armonitor.conf (or armonitor.cfg) file.
- Uncomment the DSO plugin path line, and save the file.
- Restart the server.
- Contact BMC Support and ask them to run Data Consistency Checker before setting up Foundation data sync.
Continue only if your Support representative sees no issues (such as conflicting IDs). - Review the BMC Remedy ITSM Integration extensions and other supporting files, which are available in a ZipKit (CLM vx.x.zip) on BMC Communities at https://communities.bmc.com/docs/DOC-39920.
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.
Fresh integration: Synchronizing ITSM Foundation (Company, Site, People data) from Corporate ITSM AR to the CLM AR server
Corporate ITSM/Corporate Atrium integration extensions
Note
Perform the corporate integrations with Atrium extensions before you create CLM data and integrate corporate change. Use the tenants and users to create CLM data that are transferred through DSO from Corporate ITSM AR.
Corporate extensions (bundled with 4.x extensions) are required for integrating Corporate Atrium with BMC Cloud Lifecycle Management, based on the following type of deployments:
- CLM AR if there is a single AR CLM deployment
- Enterprise-AR if there is a two-AR CLM deployment
After Corporate ITSM is ready for integration with BMC Cloud Lifecycle Management, you can install the corporate extension from Atrium on Corporate ITSM AR.
Similarly, after CLM AR is ready for integration with Corporate ITSM AR, you can install the clm extension from Atrium on CLM AR.
Data that is transferred through DSO from Corporate ITSM AR to CLM AR
How user licenses work
When users are transferred through DSO, the user license (fixed, floating, or read) is not changed. For example, a user with a fixed license in Corporate ITSM would also have fixed license in CLM AR after the user is transferred. Make sure enough licenses are on the CLM AR server for each specific type before the DSO transfer occurs. Following is the license availability requirement on CLM AR:
- Fixed – The number of free (unused) fixed licenses in CLM AR should be equal to or more than the number of users with fixed licenses that will be transferred from Corporate ITSM AR through DSO.
- Floating – The number of floating licenses in CLM AR should be equal to or more than the addition of the number of users with floating licenses in CLM AR and users that will be transferred from Corporate ITSM AR through DSO.
- Read – No restrictions for the number of licenses.
The following license types give BMC Cloud Lifecycle Management users varying levels of access:
- Fixed – Users with a fixed license can perform all required actions in BMC Cloud Lifecycle Management.
- Floating – Users with a floating license can perform all required actions in BMC Cloud Lifecycle Management when a floating license is available. A best practice is to have the same number of or more floating licenses than the number of users in CLM AR.
- Read – Users with a read license cannot perform BMC Cloud Lifecycle Management actions, including end user actions. If any user transferred (or soon-to-be transferred) through DSO has a read license, the license should be changed to floating or fixed on Corporate ITSM AR or CLM AR.
Accessing the Corporate ITSM Integration ZipKit
To download the Corporate ITSM Integration ZipKit for BMC Cloud Lifecycle Management:
- Go to https://communities.bmc.com/docs/DOC-39920, and log in.
Download the Remedy ITSM Integration Artifacts for CLM vnn.nn.nn.zip file to a location where you can copy the files to the Corporate ITSM AR server and the CLM AR server, as follows:
BMC Cloud Lifecycle Management Version File name to download 4.6.03 or earlier Remedy ITSM Integration Artifacts for CLM v4.6.zip 4.6.04 or later Remedy ITSM Integration Artifacts for CLM v4.6.04.zip
Note: If you are using 4.6.04 or later with Extensions installed (Remedy ITSM Integration Artifacts for CLM v4.6.04.zip) and want to upgrade to 4.6.05 or later, do not apply Extensions again.- Unzip the file.
To install the corporate extensions on Corporate ITSM AR
- Copy the corporate folder from the unzipped location (corporate_integration/atrium/corporate) to the Corporate ITSM AR server.
Alternatively, you can run extensions from a remote system where the extensions are unzipped from the ZipKit and that has the Atrium Maintenance Tool. - Launch the Atrium maintenance tool at C:\Program Files\BMC Software\AtriumCore\atriumcore\AtriumCoreMaintenanceTool.
- Select Configuration > Run Extensions.
Select ExtensionLoader.xml from the corporate folder based on either of the following criteria:
If Cloud Roles are to be managed on the Corporate ITSM server, select the ExtensionLoader_PrivilegeControlAtCorporate.xml file from the corporate folder.
OrIf Cloud Roles are to be managed on BMC Cloud Lifecycle Management, select the ExtensionLoader.xml file from the corporate folder
The path to either file is:
<Copy location or unzip location>\corporate_integration\atrium\corporate
- Click Next.
- Enter the details of the Corporate ITSM AR (User Name, Password, Port Number, and AR Server Host Name), and then click Next.
This creates data (AR artifacts) on Corporate ITSM AR.
- Click Run to run the ExtensionLoader.xml file.
For Corporate ITSM 9.1 support, after extensions are installed successfully, perform the following steps.
- Copy the <unzipped location>\corporate_integration\CLM_AR9X_Fixes folder to the Corporate ITSM server.
For details about downloading the zip and unzipping the fille, see Accessing the Corporate ITSM Integration ZipKit. - In BMC Remedy Developer Studio, apply the LDAP_Password_filter_Fix.def file on the Corporate ITSM server.
For details about applying the definition, see the ReadMe.txt file in the CLM_AR9X_Fixes folder.
- Copy the <unzipped location>\corporate_integration\CLM_AR9X_Fixes folder to the Corporate ITSM server.
- Configure DSO on the Corporate ITSM server.
- Using the AR System mid tier, connect to the Corporate ITSM server, and open the AR System Administration Console.
- Go to System > Distributed Server Option > Distributed Logical Mapping to open the DSO Distribution Logical Mapping Form.
- In the Logical Name field, enter CLM-DESTINATION-SERVER to find the CLM destination server entry, and update its value with the CLM AR host name or IP Address.
- From the IT Home page, select Applications > AR System Administration > AR System Administration Console.
Make sure that you connect to the IT Home page for the Corporate ITSM AR server, for example:
http://midTier:8080/arsys/forms/corporateARServer/SHR%3ALandingConsole/ - In the AR System Administration Console, select System > General > Server Information.
- Click the Connection Settings tab.
Click the DSO Server tab, and then add the DSO server details (port in the first table and password in the second table) for the CLM AR server.
Note
If you enter 0 for the Port in the DSO Server Setting Table, the server name is retrieved from the Distributed Logical Mapping form. Then, when you open Server Information form after closing it, the server name is not listed in the DSO Server Setting Table. (If you enter a port number besides 0, the server name persists.)
- Click OK to save your changes.
Data (AR artifacts) created on Corporate ITSM when running corporate_extensions
The following data (AR artifacts) are created when you run corporate extensions.
- Roles: On the BMC Cloud Management Foundation, BMC Cloud Management Administrator, and BMC Cloud Management User applications
- License: DSO App License.This license is only bundled but not called in the extension. If the license is required, you can import it separately. The license is similar to that used in BMC Cloud Lifecycle Management for DSO.
- Share Application Properties: Application named Corporate ITSM Integration - Corporate Artifacts that is version 4.6.04 or 4.6.00 based on which version of zipkit you are installing.
- Distributed Logical mapping: CLM-DESTINATION-SERVER logical name with dummy value of <CLM-DESTINATION-SERVER>
- Distributed Pool: CorporatePool1
To install the clm extension on CLM AR
The following steps are similar to the steps in To install the corporate extension on Corporate ITSM AR, which includes helpful screenshots.
Copy the clm folder from the unzipped location (corporate_integration/atrium/clm) to the CLM AR server.
Alternatively, you can run extensions from a remote system where the extensions are unzipped from the ZipKit and that has the Atrium Maintenance Tool.- Launch the Atrium maintenance tool at C:\Program Files\BMC Software\AtriumCore\atriumcore\AtriumCoreMaintenanceTool.
- Select Configuration > Run Extensions.
Select ExtensionLoader.xml from the clm folder, and then click Next.
The path to the file is:
<Copy location or unzip location>\corporate_integration\atrium\clmNote
Be sure that the ExtensionLoader.xml file is located in the clm folder; otherwise, you may run into issues.
- Enter details of the CLM AR server (server name, port number, user name, and password) to create data (AR artifacts) on the server, and then click Next.
- CLM AR if there is a single AR CLM architecture
- Enterprise AR if there is a two-AR CLM architecture
- Click Run to run the ExtensionLoader.xml file.
Data (AR artifacts) created on CLM AR when running corporate_extensions
The following data (AR artifacts) are created when you run corporate extensions:
- Reconcilation job: BMC CSM Import (standard job with identification and merge activities)
- Dataset: BMC.IMPORT_CSM
- Share Application Properties: Application named Corporate ITSM Integration - Corporate Artifacts that is version 4.6.00
Synchronizing ITSM Foundation data for the first time (INITIAL LOAD)
Before the ITSM Foundation integration is enabled between Corporate ITSM AR and CLM AR, if Corporate ITSM AR has ITSM Foundation data in place and there is a requirement to synchronize the data on CLM AR with the Corporate extensions, you can use predefined escalations to synchronize the data between Corporate ITSM AR and CLM AR. You must run the escalations in a predefined sequence. Then, you can transfer the respective form data through DSO from Corporate ITSM AR to CLM AR, and then enable the data to be used for BMC Cloud Lifecycle Management. Synchronizing the ITSM Foundation data has two required steps:
- Step 1 - Getting the ITSM Foundation data from the Corporate ITSM server to the CLM server
- Step 2 – Making the synchronized data in the CLM server compatible for BMC Cloud Lifecycle Management usage
Step 1 – Getting the ITSM Foundation data from the Corporate ITSM server to the CLM server
The predefined escalations are numbered from 1 to 19 so that it is easy to understand the flow of data and so that the escalations are executed in the required sequence.
Note
If you do not execute the escalations in the correct sequence, data corruption related to the relations between the data might occur. (For example, you must run CorporateCSM:InitialLoad:01_Company before CorporateCSM:InitialLoad:02_CompanyAlias.)
The data that is transferred through DSO after running the escalation is listed in Data that is transferred through DSO from Corporate ITSM AR to CLM AR.
To run the escalations
- Log in to BMC Remedy Developer Studio as the AR System administrator (for example, Demo).
You will be connecting to the Corporate ITSM server. - Select the correct workspace, and click OK.
- In the Login dialog box, enter the user name and password for the AR Administrator (for example, Demo).
- Click Edit Server List, provide the ITSM Server details, and OK.
- Click Log In.
- In the AR System Navigator, under the AR System server, double-click Escalations under All Objects.
- To filter the escalations, in the Display items where fields, enter Name contains CorporateCSM:InitialLoad:
This displays all the escalations to be executed on Corporate ITSM as part of initial load in the sequence listed above. - Right-click the escalation you want to execute, and click Run Now.
Repeat step 8 for each escalation.
Note
Be sure to provide enough time for each escalation to be executed completely before running the next escalation. Depending on the amount of data in each escalation, the length of time may vary. To know when an escalation has completed, you can enable AR Escalation logs. (For more information, see Enabling logs for performance issues in the BMC Remedy AR System documentation.)
Step 2 – Making the synchronized data in the CLM server compatible for BMC Cloud Lifecycle Management usage
In BMC Cloud Lifecycle Management 4.6.04 or later, after the initial load data is transferred through DSO from the Corporate ITSM server to BMC Cloud Lifecycle Management, you must onboard the company (tenant). You can onboard the tenant in either of the following ways:
- On the CLM AR server, run the CMF:USE:02_OnboardTenant_Bulk escalation by using BMC Remedy Developer Studio.
Or
- Log in to BMC Cloud Lifecycle Management as the Cloud Admin.
- Go to Cloud Lifecycle Management -> Administration Console.
- From the BMC Cloud Lifecycle Management Administration Console, click the vertical Workspaces menu on the left side of the window and select Tenants.
- In the Tenant Management pane, click Create or import tenant
. - On Add Tenant dialog box, select Import Existing Tenant, complete the fields, and click Add. (For more information, see Creating and importing tenants.)
If the tenant is already onboarded and only the People/Users data is synched, the tenant is automatically onboarded if the Company/Tenant to which they belong is already onboarded.
If the Cloud Roles are managed BMC Cloud Lifecycle Management (and not on the Corporate ITSM server), you can allocate the Cloud End User role to all users by running the CMF:USE:01_AssignCloudEnduserEsc_Corporate escalation on the CLM AR server.
If the Cloud Roles are managed on Corporate ITSM server, no extra step is required and the user is automatically onboarded.
After the ITSM Foundation data is available in the BMC Cloud Lifecycle Management server, you must execute the following escalations on that server. These escalations are available with the standard BMC Cloud Lifecycle Management software. The escalations and their sequence are:
- CMF:USE:00_SyncCompanyGroupID_User_Corporate – This escalation adds the required tenant groups to the user.
- CMF:USE:01_AssignCloudEnduserEsc_Corporate – This escalation assigns the BMC Cloud Lifecycle Management End User permission role to all of the People User records.
- CMF:USE:02_OnboardTenant_Bulk – This escalation onboards (in BMC Cloud Lifecycle Management) all of the Operating and Customer companies present in the CLM AR server.
- CMF:USE:03_SyncTenantUser_Corporate – This escalation synchronizes all of the tenant users so that all of the BMC_Person records have a BMC_Organization relationship so that the users are eligible to work with BMC Cloud Lifecycle Management.
- CMF:USE:04_UserSyncCall_EUP – This escalation enables users to log in to the My Cloud Services console (end user portal).
To run the escalations
- Log in to BMC Remedy Developer Studio as the AR System administrator (for example, Demo).
You will be connecting to the CLM AR server. - Select the correct workspace, and click OK.
- In the Login dialog box, enter the user name and password for the AR Administrator (for example, Demo).
- Click Edit Server List, provide the CLM AR Server details, and OK.
- Click Log In.
- In the AR System Navigator, under the AR System server, double-click Escalations under All Objects.
To filter the escalations, in the Display items where fields, enter Name contains CMF:USE:0:.
This displays all the escalations to be executed on ITSM Foundation data as part of initial load in the sequence listed above.- Right-click the escalation you want to execute, and click Run Now.
Repeat step 8 for each escalation.
Be sure to provide enough time for each escalation to be executed completely before running the next escalation. Depending on the amount of data in each escalation, the length of time may vary. To know when an escalation has completed, you can enable AR Escalation logs. (For more information, see Enabling logs for performance issues in the BMC Remedy AR System documentation.)
Continuous synchronization of ITSM Foundation data
After the initial load is completed, complete the following steps to finalize the DSO process from Corporate ITSM AR to CLM AR for Company and People. For all other data, no other configuration is required.
Going forward, create any new Company, People, and other data in Corporate ITSM AR, and the data will be automatically synchronized.
To ensure continuous synchronization for Company data
If the AR System administrator creates a new Company (tenant) on the Corporate ITSM server, the data is transferred through DSO to CLM AR. Then, you can onboard the newly transferred tenant on BMC Cloud Lifecycle Management using either of the following steps:
- On CLM AR Server run the escalation "CMF:USE:02_OnboardTenant_Bulk" using BMC Remedy Developer Studio
Or
- Log in to BMC Cloud Lifecycle Management as the Cloud Admin, and onboard the tenant as described above in Step 2 - Making the synchronized data in the CLM server compatible for BMC Cloud Lifecycle Management usage.
To ensure continuous synchronization for People data
In BMC Cloud Lifecycle Management version 4.6.04 or later, if the Cloud Roles for users are managed on the Corporate ITSM server, no extra step is required to synchronize People data created as part of continuous synchronization from the Corporate ITSM server to BMC Cloud Lifecycle Management.
If the Cloud Roles for users are managed on the CLM AR server, then after you import the user into BMC Cloud Lifecycle Management, you must manually assign the user to the Cloud End User role as part of continuous Synchronization.
To create people in Corporate ITSM AR and then use the People records (for example, a record with a Cloud Admin role) in CLM AR, complete the following steps to transfer the BMC.CORE:BMC_Person details through DSO from Corporate ITSM AR to CLM AR.
- From the IT Home page on Corporate ITSM AR, select Applications > Administrator Console > Application Administration Console.
- In the ITSM Application Administration Console, create a People record in a company on Corporate ITSM AR.
On Corporate ITSM AR, run the BMC Asset Management – Sandbox reconciliation job.
Tip
Consider scheduling this reconciliation job daily, weekly, monthly, or for a time frame when new users are generally created.
- From the IT Home page, select Applications > Atrium Core > Atrium Core Console > Applications > Reconciliation.
- Wait for the job to complete.
- Log on to CLM AR, search for the People record, assign the appropriate cloud role (for example, Cloud Admin, Cloud Organization Admin, Cloud End User) to that record, and click Save.
On CLM AR, run the BMC CSM Import reconciliation job.
Tip
Consider scheduling this reconciliation job daily, weekly, monthly, or for a time frame when new users are generally created.
- Wait for the job to complete.
- Execute the following escalations in the sequence shown, or schedule the escalations to execute in that sequence:
- CMF:USE:00_SyncCompanyGroupID_User_Corporate
- CMF:USE:01_AssignCloudEnduserEsc_Corporate
- CMF:USE:03_SyncTenantUser_Corporate
- CMF:USE:04_UserSyncCall_EUP
Note
To enable the CMDB CI transfer to Corporate ITSM AR or to enable BMC Change Management with Corporate ITSM, see Integrating with BMC Change Management.
Managing cloud roles on Corporate ITSM AR server (version 4.6.00 - 4.6.03 only)
For version 4.6.00 - 4.6.03, the BMC Cloud Lifecycle Management roles that are used with the integration with BMC Remedy ITSM are managed on the CLM AR server. Alternatively, you can enable the roles management on the Corporate ITSM AR server. To do so, contact BMC Support for assistance.
Upgrade support
If you upgrade BMC Cloud Lifecycle Management to version 4.6.04, you should also upgrade the Corporate extensions as follows:
- Access the Corporate ITSM Integration ZipKit.
- Install the corporate extensions on the Corporate ITSM AR server.
Do not install the CLM extensions on the CLM AR server or on the CLM side.
Assuming that the ITSM Foundation extensions are upgraded, you may not need to perform the initial load using escalations. - Onboard tenants as described in the Continuous synchronization of ITSM Foundation data section.
Beginning with BMC Cloud Lifecycle Management 4.6.04, continuous synchronization of the Foundation data is automatic (except for onboarding tenants into BMC Cloud Lifecycle Management).
Comments
"If you are using version 4.6.04, use the Remedy ITSM Integration Artifacts for CLM v4.6.04.zip file."
TO
"If you are using version 4.6.04 and above, use the Remedy ITSM Integration Artifacts for CLM v4.6.04.zip file."
Thanks, Chandrashekhar.
I'll work on addressing this.
If you are on 4.6.04 and above with Extensions installed (Remedy ITSM Integration Artifacts for CLM v4.6.04.zip) and wants to upgrade to 4.6.05 and above then please don't apply Extensions again.
Thanks, Chandrashekhar.
I'll work on addressing this.
"In BMC Cloud Lifecycle Management 4.6.04,"
TO
"In BMC Cloud Lifecycle Management 4.6.04 and above version
Thanks, Chandrashekhar.
I'll work on addressing this.
"In BMC Cloud Lifecycle Management 4.6.04,"
TO
"In BMC Cloud Lifecycle Management 4.6.04 and above version,"
Thanks, Chandrashekhar.
I'll work on addressing this.
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