Integrating with other ITSM systems
This topic describes the steps required to configure any ITSM system that was set up with the BMC Cloud Lifecycle Management Generic Adapter - Generic Provider (GAGP) framework. (For assistance on adding a new ITSM provider with the GAGP framework, contact BMC Professional Services.)
Note
Integration is supported for ITSM systems only. CMDB integration is not supported through the GAGP framework.
This topic includes:
Before you begin
Before you begin, make sure the following tasks are completed:
- Create Change Request templates on the target ITSM system.
- In BMC Atrium Orchestrator, create workflows for each provider operation to complete the following tasks for change requests (tickets) in the target ITSM system:
Ticket.create – Create a change request
Ticket.close – Close a change request
Ticket.search – Search a change request
Ticket.update – Update a change request
TicketTemplate.search (only if applicable) - Dynamically fetch change templates
You can use the following AutoPilot workflows for as examples:
- Creating a change request – :AO-AD-ServiceNow:Setup_Validation:Change_Management:Test Create Change
- Closing a change request – :AO-AD-ServiceNow:Setup_Validation:Change_Management:Test Close Change
- Searching a change request – :AO-AD-ServiceNow:Setup_Validation:Change_Management:Test Search Change
- Updating a change request – :AO-AD-ServiceNow:Setup_Validation:Change_Management:Test Update Change
Create BMC Atrium Orchestrator workflows (or Autpilot workflows) to populate request data into the cloud database on the Corporate BMC Remedy AR System server.
These workflows must be triggered after the request creation workflows to ensure that the details of the requests are created and then persist in the cloud database.
- Configure approvals on the target ITSM System based on your policies.
Creating the ITSM provider
The GAGP framework requires that you register the provider definition with the Platform Manager. You can use the REST API to register it.
Note
To create a new provider and provider definition, contact BMC Support or your BMC Professional Services representative. They can help you modify and use the required provider_definition.json and provider.json files.
When you register the provider definition, remember these tips:
- The change request (ticket) provider should be the parent of the provider definition that you are registering.
- The provider must support operations such as Ticket_create, Ticket_search, Ticket_update, and Ticket_close.
- Map BMC Atrium Orchestrator workflows to the appropriate operations on the change request.
- Configure and register the provider instance.
- Create change policy entries in the SYS:Menu Items form on the Enterprise BMC Remedy AR System server. (See below.)
- Execute a REST API to create
TicketTemplateandTicketTemplateMapentries for Audit Only, Pre-Approved, and Approval Required change policies. See the following payload examples.
Note
GUIDs and Reconciliation IDs of TicketTemplate and TicketTemplate Map Object are automatically generated after inserting them into database (despite the values specified).
To create change policy entries
Use the following procedure to import the clmchg_sysmenuitems.arx file so that you can create change policy entries in the SYS:Menu Items form on the Enterprise BMC Remedy AR System server.
- Log in to BMC Remedy Data Import as the AR System Administrator (Demo).
- Click Create a new mapping file.
- Complete the following fields on the Mapping Editor tab:
- Source Data File—Select the path of .arx file that you want to import.
- Source Form Name—Enter the name of the form from which the .arx file's data is imported.
- Target Server—Select the target server that appears in the list box.
- Target Form Name—Select the same form that appears in Source Form Name field.
- Click Auto Map.
- Click Start importing records from the import file.
- Verify whether the import was successful.
- To deactivate the old BMC Change Management integration and ensure that change approval functions properly, rename the ClassName for entries in the CMF:ChangeIntegrationEnablement form:
- Log in to the CLM AR Server using the AR Administrator (Demo) user.
- Open the CMF:ChangeIntegrationEnablement form and run an unqualified search.
- For each entry with a ServiceOfferingInstance ClassName, rename the ClassName by appending text before or after the name, and then save the entry.
Status values for Ticket cloud objects
The status value that is returned for Ticket cloud objects indicates whether a change request is pending, approved, rejected, or cancelled. Following are the available status states:
- DRAFT—The change request is not yet created in Corporate ITSM. (Generally, this status need not be set by BMC Atrium Orchestrator workflow.)
- WAITING_FOR_APPROVAL—The change request created in Corporate ITSM is waiting for approval.
- REJECTED—The change request is rejected.
- APPROVED—The change request is approved.
- IMPLEMENTATION_IN_PROGRESS—BMC Cloud Lifecycle Management will give a call with this status to the
Ticket.updatecall. BMC Atrium Orchestrator workflow will update the change request accordingly. - DEPLOYED—BMC Cloud Lifecycle Management will give a call with this status to the
Ticket.closecall. BMC Atrium Orchestrator workflow will update the change request accordingly. - DEPLOY_FAILED—BMC Cloud Lifecycle Management will give a call with this status to the
Ticket.closecall. BMC Atrium Orchestrator workflow will update the change request accordingly.
Example payload for Audit Only change policy
Example payload for Pre-Approved change policy
Example payload for Approval Required change policy
Example provider definition
Following is example REST API code for the provider definition. In this example, the Autopilot utilities of BMC Atrium Orchestrator were used. As needed, replace the workflows and regenerate the GUIDs.
Example provider
Where to go from here
Managing change policy mappings or Managing change policy mappings for particular tenants
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