This documentation supports the 3.5 version of BMC Digital Workplace. To view the latest version, select the version from the Product version menu.

Integrating Remedy applications with BMC Digital Workplace Catalog

Enable the Remedy Action Request System (AR System) application integration so BMC Digital Workplace Catalog workflows can communicate with Remedy applications or applications developed on the Remedy platform.

Note

BMC Digital Workplace Catalog supports integration with applications that run on AR System platform 8.1 SP2 or later.

Functionality enabled through Remedy application integration

The following table shows a few examples of the features that require this integration.

Remedy applicationExample of integrated functionality
BMC Approval Central

A service catalog administrator can design a workflow that sends a request for approval before fulfilling the request. 

For more information, see Workflow to request approval.

BMC Service Request Management or BMC HR Case Management

An AR System administrator can configure filters to send information back to BMC Digital Workplace Catalog. For example, the integration script installs the WOI:WorkOrder_ChangeStatus filter that sends a work order status each time the value is changed.

For more information, see Configuring a system to return a response.

Custom applications developed on the Remedy platform

A BMC Digital Workplace Catalog workflow can use generic actions to create and modify records through any AR System form.

For more information, see Remedy connector configuration and usage.

Integration process overview

Run the integration script on each AR System server that hosts a unique Remedy application. The integration script installs the required objects and populates the database entries that support the integration. Afterwards, you must create records through the configuration forms to define the relationship between the Remedy application and the BMC Digital Workplace Catalog server.

For Remedy applications deployed in a server group, run the integration on the primary server only. Then duplicate the ARSystemInstallDir/remoteaction folder onto each of the secondary servers.

Before you begin

  • Download the Remedy-ITSM-integration-patch-for-BMC-Digital-Workplace-Catalog.zip file from BMC Electronic Product Distribution (EPD).

    For instructions, see Downloading the BMC Digital Workplace Catalog installation files.

    Note

    If you are upgrading BMC Digital Workplace Catalog from an earlier version, you should perform the integration with the latest script version to ensure compatibility with this release.

    Before you perform the integration on an AR System server, rename the existing ARSystemInstallDir/remoteaction folder so that the script will create a new folder.

    Examples:

    • (Windows) Rename C:\Program Files\BMC\ARSystem\remoteaction to C:\Program Files\BMC\ARSystem\remoteactionOLD.
    • (Linux) Rename /opt/bmc/ARSystem/remoteaction to /opt/bmc/ARSystem/remoteactionOLD.
  • Obtain the credentials to administer the AR System server.

    ParameterExample valueYour value
    <BMC_AR_USER>Demo 
    <BMC_AR_PASSWORD>password 
    <BMC_AR_SERVER_NAME>bmc-itsm-sample 
    <BMC_AR_PORT>0 

  • For each application to be integrated, enable the AR System Object List on the server.
    For instructions, see "To enable and use the AR System Object List" in Administering the BMC Digital Workplace Catalog platform .

  • (Optional) If you want to inspect the objects that are created by the integration script, configure BMC Remedy Developer Studio with access to the AR System server.
    For instructions, see Starting and logging on to BMC Remedy Developer Studio .

To run the Remedy application integration script

  1. Copy the Remedy-ITSM-integration-patch-for-BMC-Digital-Workplace-Catalog.zip file onto the AR System server, and extract the files into a temporary folder.

    Example <Current User>\Downloads\Remedy-ITSM-integration-patch-for-BMC-Digital-Workplace-Catalog

  2. Open a command line or terminal window.
  3. Ensure that the JAVA_HOME environment variable is set.

    (Windows)

    > echo %JAVA_HOME%

    (Linux)

    # echo $JAVA_HOME

    If it is not set, set the JAVA_HOME environment variable.

    (Windows)

    > set JAVA_HOME="C:\Program Files\Java\latest"

    (Linux)

    # export JAVA_HOME=/usr/java/latest
  4. Run the script for the server operating system.

    (Windows)

    > install.bat
    
    Enter AR System install directory :C:\Program Files\BMC Software\ARSystem
    Enter AR System admin user :Demo
    Enter AR System Password :password
    Enter ITSM hostname :bmc-itsm-sample
    Enter port number [zero if no port] : 0

    (Linux)

    # sh ./install.sh
    
    Enter AR System install directory :/opt/bmc/ARSystem
    Enter AR System admin user :Demo
    Enter AR System Password :password
    Enter ITSM hostname :bmc-itsm-sample
    Enter port number [zero if no port] :0

    Note

    The Linux script packaged in the zip archive is not executable. To run the script, do one of the following:

    • Invoke the sh command line interpreter to run ./install.sh .
    • Issue the command chmod +x install.sh to make the script executable.

    The script copies the required files and installs the forms, filters, and escalations.

To verify that the installation is complete

After you run the integration script the first time, you might want to inspect the files, forms, filters, and escalations that were loaded onto the server. You do not have to verify the creation of these objects with every integration.

  1. Open the Remedy AR System ARSystemInstallDir folder and check for the creation of a remoteaction folder. The same files are created on both Windows and Linux systems.

    Contents of C:\Program Files\BMC\ARSystem\remoteaction folder

  2. Open BMC Remedy Developer Studio and log on as the AR System administrator.

  3. Verify whether the following objects have been created:

    Forms

    Filters

    Escalations

If all the files, forms, filters, and escalations were created as described, then the installation was successful.

To configure the callback to the BMC Digital Workplace Catalog server from the AR System server

Use the Remedy Mid Tier for the AR System server to create records to specify the BMC Digital Workplace Catalog server that shall receive the callbacks.

  1. Open the AR System Objects List on the mid tier by using a URL similar to the following example. Replace <bmc-itsm-sample.com>  with the address of the AR System server.

    Example
    http://<bmc-itsm-sample.com>:8080/arsys/forms
  2. When you are prompted, log on as an administrative user who has access permission use the following forms to create records:
    • SB:LocalApprovalConfiguration
    • SB:RemoteApprovalConfiguration

    Note

    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 then create the following record with values that match your system configuration:

    Example
    http://<bmc-itsm-sample.com>:8080/arsys/forms/<bmc-itsm-sample.com>/SB:LocalApprovalConfiguration

    Example

    Values that apply to the local Remedy AR System server

    ParameterExampleDescription
    Local HostnamelocalhostServer name of the AR System server. The value localhost is fine. You do not need to specify http or https.
    Local Port0The AR System server port number.
    Local User NameDemoThe 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"

    Based on the AR System server OS, modify the default path if needed.

    • (Windows) ARSystemInstallDir\remoteaction\remoteaction.bat
    • (Linux) ARSystemInstallDir/remoteaction/remoteaction.sh
  4. Search for the form SB:RemoteApprovalConfiguration, and then create the following record with values that match your system configuration:

    Example
    http://<bmc-itsm-sample.com>:8080/arsys/forms/<bmc-itsm-sample.com>/SB:RemoteApprovalConfiguration

    Example

    Values that apply to the target BMC Digital Workplace Catalog server

    ParameterExampleDescription
    Remote Hostnamebmc-dwpcatalog-sample.com

    Server name of the BMC Digital Workplace Catalog server. You do not need to specify http or https.

    If the BMC Digital Workplace Catalog server is configured with a load balancer for SSL access or high availability deployment, specify the hostname of the load balancer.

    Remote Port8008Port number used to access the BMC Digital Workplace Catalog application, not the platform (9988).
    HTTPS Enable if the BMC Digital Workplace Catalog server is configured for SSL access.
    Remote User Namehannah_admin@calbroservices.comTenant administrator user account.
    SBE Login End point/api/myit-sb/users/loginEndpoint for authentication.
    SBE Signal End point/api/myit-sb/processes/signalEndpoint for process completion responses.
  5. Remain logged into the AR System server and proceed to flush the SB:ServiceRequestStub cache.

To 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.

    Example
    http://<bmc-itsm-sample.com>:8080/arsys/forms/<bmc-itsm-sample.com>/AP%3AForm

    Example

  3. Go to the Advanced tab.

    Example

  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.

Troubleshooting the integration

Perform these tasks if you experience any problems while running workflows after you configure the integration to an AR System server.

Options you can use to troubleshoot the AR System server integration

  • To monitor a request to observe the fields updated by a filter action, log on to the mid tier to access the AR System server and search for records created through the SB:ServiceRequestStub form.
  • To investigate issues with the integration script, log on to the AR System server and go to the following log:
    • (Windows) C:\Program Files\BMC Software\ARSystem\log\remoteaction.log
    • (Linux) /opt/bmc/ARSystem/log/remoteaction.log
  • To troubleshoot issues with the approval engine, log onto the AR System server  and go to the approval log (which must be enabled):
    • (Windows) C:\Program Files\BMC Software\ARSystem\arserver\db\arapprov.log
    • (Linux) /opt/bmc/ARSystem/arserver/db/arapprov.log
    To enable the approval log, log on to the mid tier and update the setting under Quick Links > Approval Administration Console > Server Settings.
    For more information, see BMC Remedy Approval Server configuration file settings .

To troubleshoot the communication from the BMC Digital Workplace Catalog server

  1. Open the BMC Digital Workplace Catalog server file system. Replace <installLocation> with the location of your BMC Digital Workplace Catalog application.
    Example: /opt/bmc/digitalworkplace.
  2. Review the following log: <installLocation>/db/bundle.log
    • (Recommended) Run-time log example:

      # tail -f /opt/bmc/digitalworkplace/db/bundle.log
    • Text editor log example :

      # vi /opt/bmc/digitalworkplace/db/bundle.log

Issues with status updates from work orders

Issue: BMC Digital Workplace Catalog might not receive status updates from work orders.  The Remedy connector uses the WOI:WorkOrderInterface_Create form to create and track work orders to completion. By default, the SYS:Application CleanUp form deletes records from the WOI:WorkOrderInterface_Create form after one day (based on the retention period).

Workaround: Extend the retention period to a longer period (such as 60 days) that allows sufficient time for the work order to be completed. To extend the retention period, perform the following steps:

  1. From the AR System server, search for the form SYS:Application CleanUp, and open it.
    The SYS:Application CleanUp form includes records for the forms for which it deletes record.
  2. Search for the WOI:WorkOrderInterface_Create form, and change the value of Retention Period (Days) to the longer retention period, such as 60.
  3. To save your changes, click Save.
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