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Copying users from Remedy ITSM into BMC Digital Workplace Catalog

For each BMC Digital Workplace self-service user who requires access to view and request services from the catalog, a user account that shares the same credentials must exist in the BMC Digital Workplace Catalog database. A server system administrator can add multiple user accounts by running the script to copy information from the Remedy IT Service Management server that hosts the accounts that BMC Digital Workplace uses.

Before you begin

Details about the script

The script is inside the <installLocation>/artools folder. You can run the script from the command line, with options for setting the source and target databases.

After the first time you configure and run the process, you can set up a cron job to run the task automatically at specific times.

The copy process runs in a single direction from Remedy ITSM to BMC Digital Workplace Catalog. Also, the script only adds users; it does not delete users.

If many users exist in the Remedy ITSM database, the first time the user copy task is run, it might take a long time to complete. In the future, the process should take less time to complete because less data should be transferred.

User information

The script copies the information from the following fields in the User table:

  • Full name
  • Login name
  • Email

These fields are required to request catalog services. For security reasons, when the script copies user information, the process does not transfer the passwords. Remedy Single Sign-On must be configured for authentication to enable self-service users to have the appropriate access to view and request services.

User entitlement groups

When you run the script, specify one of four recognized values for the -sb_group_creation parameter to direct the script to create up to three levels of user entitlement groups, or not create any groups. The groups are used only when creating virtual marketplaces as a quick way to entitle multiple users at once, and are not linked to existing Remedy groups.

You do not need to create groups when copying users from Remedy ITSM. Instead, you can import the users as individual users, and create virtual marketplaces by using custom filters that read the user's information from the connected Remedy system. For more information, see Creating virtual marketplace entitlements.

Users are added to the groups as they are created. The following table shows the options you can specify for the -sb_group_creation switch and the levels of groups that are created.


The default value for this parameter is set to cod.

Parameter valueGroup nameExample based on pattern
cCompanyCalbro Services
coCompany - OrganizationCalbro Services - Finance and administration
codCompany - Organization - DepartmentCalbro Services - Finance and administration - Accounts receivable
none(Not applicable)(Not applicable)

To prepare to run the script

The script requires two system-level files: one to lock the database during the routine, and one to store the last time the task was run. The scheduled cron task also uses the files.

  1. Open a terminal window and log on to the BMC Digital Workplace Catalog application server.
  2. Create the date tracking and lock files in the root folder.

    Commands to create the tracking files
    # mkdir /src
    # touch /src/data.time
    # touch /src/sb.lock

    If you cannot or do not want to create the tracking files in the root folder, or if you want to use a different file name, follow the preceding steps to create the files in a custom folder. Then, when you run the script, specify the custom folder and file name as the parameter value. For example, if you created a tracking file named in the folder /opt/bmc/sync, specify the following parameter and value:

    Option to specify a custom file name in the -date_file option
    -date_file /opt/bmc/sync/

To run the for the first time

 When you run the script for the first time, the date tracking file will be empty. When the script reads an empty date tracking file, the script will first test that the user exists in the database to avoid creation of duplicate entries.

  1. On the server, go to <installLocation>/artools, as shown in the following example.

    # cd /opt/bmc/digitalworkplace/artools
    1. In a text editor, edit the script parameters in angle brackets with values from your system.

      ./ -itsm_s <bmc-itsm-server-host> -itsm_u <bmc-itsm-sample-user> -itsm_p <bmc-itsm-sample-password> -itsm_a <bmc-itsm-sample-port> -sb_s <bmc-dwpcatalog-host> -sb_u <bmc-dwpcatalog-user>@<BMC_AR_TENANT_DOMAIN_NAME> -sb_p <bmc-dwpcatalog-password> -sb_a <BMC_AR_PORT> -sb_aw <bmc-dwpcatalog-sample-port> -sb_proto <http|https>  -date_file <tracking-file-date> -lock_file <tracking-file-lock> -sb_group_creation <group-option> -skip_disabled <true|false> >> /var/log/sb_user_sync.log

      ParameterPlaceholder valueDescription


      Specify the Remedy ITSM server host name.


      Specify the Remedy ITSM server administrative account name.


      Specify the Remedy ITSM server administrative account password.
      If the password is blank, escape the quotes (\"\").


      Specify the Remedy ITSM server default port.


      Specify the host name of the BMC Digital Workplace Catalog server.



      Specify the BMC Digital Workplace Catalog administrative account and tenant domain name.



      Specify the BMC Digital Workplace Catalog administrative user account password.



      Specify the BMC Digital Workplace Catalog platform port number.



      Specify the BMC Digital Workplace Catalog application port.

      http | https
      Specify HTTP for non SSL, and HTTPS for SSL connections.


      The empty file is created upon the first run of the script. It stores the timestamp of the last time the task was run.


      The empty file is created upon the first run of the script. It locks the database during the execution.


      Specify the preferred group creation method (c | co | cod), or specify none to not create any groups.


      Specify true to import only users in Enabled status, false to import all users.

  2. After you have entered the required values, copy the text into the clipboard.
  3. While in <installLocation>/artools directory, paste the command into your terminal and press Enter to run the command.

    ./ -itsm_s -itsm_u Demo -itsm_p \"\" -itsm_a 0 -sb_s -sb_u -sb_p password -sb_a 9988 -sb_aw 8008 -date_file /src/data.time -lock_file /src/sb.lock -sb_group_creation none -skip_disabled true >> /var/log/sb_user_sync.log

    The system does not show a visible status as it exports all of the CTM:People user records from Remedy ITSM, and attempts to create new records in BMC Digital Workplace Catalog. Error messages appear on the screen as the script exits.

  4. To check the status of the copy process, open a second terminal window to log in to the same server, and view the following log file: /var/log/sb_user_sync.log

    tail -f /var/log/sb_user_sync.log

To configure a scheduled task to the run process


You do not need to schedule a cron task if users do not change active status, company, organization, or department frequently. Instead, run the script manually to capture changes to the Remedy ITSM user database.

After the script has run successfully from the command line, add the command to the list of scheduled cron tasks.

  1. Open the crontab editor.

  2. Set the task to run on the required schedule.

    # Example to run every 15 minutes:
    */15 * * * * cd /opt/bmc/digitalworkplace/artools && ./ -itsm_s -itsm_u Demo -itsm_p \"\" -itsm_a 0 -sb_s -sb_u -sb_p password -sb_a 9988 -sb_aw 8008 -date_file /src/data.time -lock_file /src/sb.lock -sb_group_creation none -skip_disabled true >> /var/log/sb_user_sync.log
  3. Save the crontab file.

To establish the connection between Remedy ITSM and BMC Digital Workplace Catalog

To make the BMC Digital Workplace Catalog options available for Remedy ITSM users, you must configure an appropriate connection:

  1. In BMC Digital Workplace Catalog, go to Services > Connectors, and open a Remedy connector.
  2. In the Connection Options panel, enter host, port, user, and password.
  3. Save the changes.
    The connection is established.

Where to go from here

Complete the remaining procedures in Configuring after installation of BMC Digital Workplace Catalog that are required for your deployment scenario, and then perform the procedure described in Integrating Remedy applications with BMC Digital Workplace Catalog

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.