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Integrating the BMC Atrium Orchestrator solution products with BMC Remedy ITSM requires a dedicated user account in ITSM. This Triage and Remediation account will be used to manage change and incident tickets. During the Triage and Remediation Solution installation, this account exports the ITSM artifacts. 

This account must be dedicated to the Triage and Remediation Solution, and not used by other users or applications.

Related topics

Configuring the Triage and Remediation solution

Installing the Triage and Remediation solution

Before you begin

To create the BMC Remedy ITSM logon account ID


To perform this procedure, log on with BMC Remedy Administrator permissions.

  1. Log on to the BMC Remedy ITSM system with administrative privileges.
  2. From the IT home page, click Application Administration Console.
  3. Click Standard Configuration.
  4. From the Configuration for company list, select your company.
  5. Select People > Create.
  6. Complete the fields on the User Account Creation (People) window as shown in the following table:

    Fields on the user account creation (People) window



    First Name

    Enter a first name for the user account (for example: Atrium ).

    Last Name

    Enter a last name for the user account (for example: orchestrationuser ).

    Client type

    Select a client type.

    Support Staff

    Select Yes. Selecting Yes displays the Support Groups tab. Select the Change Management group that your incident and change templates use. You must select the identical change management group when you install the solution.

    Phone Number

    Assign a phone number.


    Select the company for the OA-Management integration.


    Select a site.


  7. Click the Login/Access Details tab, and enter values into the fields listed in the following table:

    Fields on Login/Access Details tab



    Login ID

    Enter orchestrationuser. Enter the identical orchestrationuser login ID when you install the solution.


    Enter a password that will be used later for configuring the AR Server Adapter in BMC Atrium Orchestrator.

    License Type

    Select Fixed.

    Full Text License Type

    Select None.

    Access Restrictions

    Select Unrestricted Access.

  8. Click Save.
  9. Select Update Permission Groups.
  10. In the Permission Group window, add the groups and License Type as appropriate for your installation. At a minimum, the permission groups must include:
    • Incident Master
    • Infrastructure Change Manager
    • Task Manager
    • Asset Viewer
    • Administrator
    • Config Categorization Admin
    • Config Group Mapping Admin


      Adding the Incident Master permission group automatically adds the Asset Viewer permission, which is a required permission.

  11. Click Close and click Save.

Roles assigned to orchestrationuser

Assign the following functional roles to  orchestrationuser:

  • Infrastructure Change Coordinator
  • Infrastructure Change Manager
  • Infrastructure Change Approver
  • Infrastructure Change Assignee
  • Incident Manager

These roles must be aligned with the selected support group.

Where to go from here

If you have not already done so, install the Atrium Orchestrator Content; otherwise,  configure Infrastructure Management for the Triage and Remediation Solution .