This version of the documentation supports the 3.3 version of BMC Digital Workplace Advanced. Click here to view the documentation for the current version.

Integrating with BMC Remedy applications

Simplified integration process available

Integrating with BMC Remedy applications has become easier. See the following knowledge article: https://bmcsites.force.com/casemgmt/sc_KnowledgeArticle?sfdcid=kA214000000glSkCAI&type=Solution

A system administrator can configure MyIT Service Broker to enable communication between fulfillment process workflows and applications built on the Remedy Action Request System (AR System) platform 8.1 SP2 and later. You can use this process to integrate with BMC applications such as BMC Remedy IT Service Management, BMC HR Case Management, and Approval Central. You can also use this process to integrate with custom Remedy applications.

Features enabled through integration

Note

These steps are mandatory for integration with existing systems and to ensure approvals function correctly.

BMC application Use case
Approval Central Service catalog administrators can design workflows that send requests for approval when service items are ordered in MyIT. For information on setting up a request for approval after performing the integration, see Workflow to request approval.
BMC Service Request Management BMC AR System administrators can configure filters to send a response back to a waiting workflow in MyIT Service Broker. For information on setting up the approval request, after performing the integration steps, see Configuring a system to return a response.
BMC HR Case Management BMC HR Case Management administrators can design the same integration experience as when integrating with BMC Service Request Management.

Integration process overview

A system administrator must perform the following steps on each of the servers that hosts an AR System application to be configured:

  • Download the Remedy ITSM integration patch installer for either Windows and Linux servers from EPD.
  • Run the patch installer on the Remedy ITSM server.
  • Copy library files that were extracted from the installer package into the required location on the AR System server.
  • Using the BMC Remedy Mid Tier, create or update records to configure each of the AR System servers to trigger the script that sends a response back to MyIT Service Broker.
  • For AR System applications running in a clustered server environment, perform the installation on the primary server only. Afterwards, copy the entire remoteaction folder installed by the patch into the same location on the secondary servers. Example: Copy the folder "C:\Program Files\BMC Software\ARSystem\remoteaction" to all secondary servers in the cluster.

An experienced administrator should be able to complete the integration within 20 minutes.

Tip

You do not need to configure anything on the MyIT Service Broker server to enable integration with Remedy AR System applications. MyIT Service Broker shall use the connection details provided in the service connector configuration panel within the application.

Before you begin

  • Ensure the version of  AR System servers to be configured is release 8.1 SP2 or later.
    For more information, see System requirements.

  • To check the result after installing the patch, prepare Remedy Developer Studio to access the AR System servers.

  • Download the Remedy IT Service Management integration patch for MyIT Service Broker 3.3.00 from the BMC Electronic Product Distribution (EPD) site. The file version must match the operating system of the AR System server.
    For instructions, see downloading the installation files.

    Important

    The folder <installLocation>/remoteaction must not already exist on the target BMC Remedy ITSM server. If you are installing this patch on a server where the patch has already been installed, rename the existing folder before you install the patch.

    For example, on a BMC Remedy ITSM system installed on a Windows server, rename the folder C:\Program Files\BMC\ARSystem\remoteaction to C:\Program Files\BMC\ARSystem\remoteactionOLD

To install the Remedy ITSM server integration patch

You must perform the installation on only one server in a cluster. Then you can copy the installation folder to the remaining servers.

  1.  Copy the operating system-specific file and extract the contents onto the Remedy ITSM server:

    Operating system File name
    Linux myit-servicebroker-remedy-itsm-integration-patch-linux.tar.gz
    Windows myit-servicebroker-remedy-itsm-integration-patch-windows.zip
  2. Run the appropriate installer for your ITSM server operation system.

    Operating system File name
    Linux <extraction_folder>/ApprovalServiceProvider/Disk1/setup.bin
    Windows <extraction_folder>\Disk1\setup.exe
  3. After the installation is completed, open the Remedy ITSM System <installLocation> folder and check for the creation of a remoteaction folder. The following shows the Windows display. However, the same files are created on Linux systems.
  4. Open the location of the extracted installer files.
  5. Copy the following files from the appropriate extraction folder into the <installLocation>/remoteaction/lib folder:

    Operating system Folder name File name
    Linux <extraction_folder>/ApprovalServiceProvider/Disk1/files/remoteaction
    • com.bmc.arsys.rx.application-9.5.00-SNAPSHOT.jar
    • com.bmc.arsys.rx.services-9.5.00-SNAPSHOT.jar
    • aspectjrt-1.8.4.jar
    • spring-tx-4.1.9.RELEASE.jar
    Windows <extraction_folder>\Disk1\files\remoteaction
  6. Open Remedy Developer Studio.

  7. Log onto the Remedy ITSM server as the AR System administrator to ensure the creation of the following objects:

    Forms

    Filters

    Escalations

To configure the MyIT Service Broker callback on the Remedy ITSM server

You can use BMC Remedy Mid Tier to configure the forms that enable communication back to MyIT Service Broker.

You must have enabled the AR System Objects List on the Remedy ITSM server.
For instructions on enabling this list to be available to the Mid Tier, see Administering the MyIT Service Broker platform.

  1. Open the AR System Objects List on the mid tier using a URL similar to the following examplwe.
    Replace bmc-itsm-sample.com with the address of your Remedy AR System server.

    Example
    http://bmc-itsm-sample.com:8080/arsys/forms
  2. When prompted for credentials, log on as an administrative user with permissions to create records using the following forms:
    • SB:LocalApprovalConfiguration
    • SB:RemoteApprovalConfiguration

    Important

    Some systems require the AR System administrator to access these forms. Other systems allow an application administrator to access these forms. Contact your IT administrator if you are not sure.

  3. Search for the form SB:LocalApprovalConfiguration, and create the following record.

    Update the settings to match your system configuration:

    Note

    Enter the values apply to the local Remedy ITSM server.

    Parameter Example Description
    Local Hostname localhost Server name of the AR System server. Localhost is fine. Does not require http/https context.
    Local Port 0 The port number configured.
    Local User Name Demo The AR System <BMC_AR_USER> account.
    Local Password
      The illustration shows Demo with an empty password. In practice the AR System <BMC_AR_USER> account should be assigned a password.
    External process full path "C:\Program Files\BMC Software\ARSystem\remoteaction\remoteaction.bat"

    The default value should be provided as one of the following. Correct if necessary:

    • Linux: <installLocation>/remoteaction/remoteaction.sh
    • Windows: <installLocation>\remoteaction\remoteaction.bat
  4. Search for the form SB:RemoteApprovalConfiguration, and create the following record.

    Update the settings to match your system configuration:

    Note

    Ensure that the values entered are applicable to the target MyIT Service Broker server.

    Parameter Example Description
    Remote Hostname bmc-myitsb-sample.com Server name of the MyIT Service Broker server. Does not require http/https context.
    Remote Port 8008 The port number of the application, not the platform (9988).
    Remote User Name hannah_admin@calbro.com The tenant admin account.
    SBE Login End point /api/myit-sb/users/login Endpoint for logon authentication.
    SBE Signal End point /api/myit-sb/processes/signal Endpoint for AR System server to contact MyIT Service Broker when process is complete.
  5. Remain logged into the AR System server and proceed to Flush the SB:ServiceRequestStub cache.

Flush the SB:ServiceRequestStub cache

  1. From the AR System Objects List, search for the form AP:Form and open it.
  2. Within AP:Form, search for the SB:ServiceRequestStub form.
  3. Go to the Advanced tab.
  4. Clear the value for Application Request ID and then Save the form.
  5. Return the field value to $SBServiceRequestID$ and then Save the form again.

To troubleshoot the integration

If you experience any problems while running workflows after configuring the servers, refer to the following options:

On the Remedy AR System server

  • Open the mid tier and check the records created through the SB:ServiceRequestStub form to test the initial request, and any field updates that should be performed by filters.
  • Open the file system and read the following log

    <installLocation>/remoteaction/log/remoteaction.log
  • On the MyIT Service Broker server, log onto the command line and view the following log file:

    <installLocation>/db/bundle.log

High availability server setup

In environments where Remedy ITSM is installed in an AR System Server Group, you must first install and configure the BMC Remedy ITSM server integration patch on the AR System Admin Server. After you have completed the installation, a remoteaction folder will be created in the AR System <installLocation> folder.

This folder contains files that are required by the other servers in the group. You must copy the contents of the <installLocation>/remoteaction folder from the AR Admin Server onto each of the remaining Server Group members.

Was this page helpful? Yes No Submitting... Thank you

Comments

  1. Ankit Mehrotra

    Hi,

    Few points may require update in the document. The information is misleading / incorrect.

    Under the Section: To install the BMC Remedy IT Service Management integration patch

    Point no 3: After the installation is completed, open the MyIT Service Broker <installLocation> folder and check for the creation of a remoteaction folder.

    It should be BMC Remedy ITSM system not the MyIT Service Broker in the above statement as the directory gets created in Remedy ITSM and we are supposed to run the integration patch on BMC Remedy.

    Point no. 5: The files are placed at the location: Correct path mentioned below

    Linux: <extraction_folder>/ApprovalServiceProvider/Disk1/files/remoteaction

    Windows: <extraction_folder>/Disk1/files/remoteaction

    Under the section High availability server setup:

    When configuring the integration in a load balanced environment, deploy the configuration patch on one MyIT Service Broker server, then copy the <installLocation>/remoteaction folder to the remaining servers.

    Do we need to apply the patch on the MyIT Service Broker server?

    As per the note above in the document we should not do anything on the MyIT Service Broker..

     

    Note 

    You do not need to configure anything on the MyIT Service Broker server to enable integration with Remedy AR System applications. MyIT Service Broker shall use the connection details provided in the service connector configuration panel within the application.

    Also, if we apply the patch on the BMC Remedy ITSM (admin/primary) server. Does it mean that no need to run the patch installer on the other BMC Remedy servers? Only copying the directory and sub directories will do?

    I am highly confused. 

    Feb 07, 2017 12:30
  2. Tony Chung

    Thanks for pointing this out, Ankit. I'll fix this in my next edit sweep.

    Feb 07, 2017 03:11
    1. Adrian Grancea

      Hello Tony,

      Points highlighted by Ankit are not reflected in the documentation. Could you please update accordingly in order to avoid any confusion.

      Thank you,

      Adrian

      Mar 24, 2017 09:34
  3. Brijesh Patel

    In "To Install the BMC Remedy ITSM Server integration patchsection, step 5, can we confirm if the java files should be put on after or before the installation?

     

    When I put the java files after install, SBE requests are still not updated as per the ITSM fulfillment process. If I reinstall the patch after putting the java files in this location, the request is updated correctly.

    Mar 20, 2017 04:13
    1. Tony Chung

      Hi Brijesh. I will need more information to clarify your experience. Have you installed the latest application version that was released on Friday? If so, you will need to download the updated Remedy ITSM integration patch installer as well.

      You must install the patch first, and then copy the java files afterwards. If you are experiencing problems with the patch, then you need to confirm:

      • Forms configuration uses server name and not web URI.
      • Network communication between servers is not blocked.
      • Filters act to update the SB:ServiceRequestStub form on the Remedy app server.

      You can trace any errors by reviewing the <ITSM app server><installLocation>/logs/remoteaction.log

      If you are still unable to pinpoint the cause of the issue, please raise a support case.

      Mar 20, 2017 09:57
  4. Tony Chung

    This process has been improved and will be documented officially. For now, administrators can follow the instructions using the files in KA000132476

    May 03, 2017 05:12
  5. Adrian Grancea

    Hello Tony Chung,

    Can you check this new version, there are still confusions present; on Integration Process Overview we have:

    • On each of the AR System servers that host an application to be configured, run the patch installer.

    And on High availability server setup, it's still mentioned that we need to install the patch on only one server and then copy the folder on the rest of the servers.

    Thanks,

    Adrian

    Jun 06, 2017 02:34
    1. Tony Chung

      Hi Adrian - The quick answers to your questions:

      • You must run the script to update the DB and filesystem for each AR Server that hosts a unique application.
      • You must copy the <installLocation>/remoteaction folder from the primary server to all secondary servers in a server grouop.

      Bonus: BMC Digital Workplace Advanced 3.3 provides a new version of the Remedy application installation script that is more easily run than the previous installer. It's similar to the package provided in KA000132476 (Support is updating the package in the KA to the same version).

      Jun 06, 2017 10:55