You can integrate BMC TrueSight Infrastructure Management/BMC ProactiveNet with Incident Management using the HPD:IncidentServiceInterface web service. For information about using the web service, see Integrating directly with Incident Management.
This integration supports Level1, Level2, and Level3 of Intelligent Ticketing. For information about the Intelligent Ticketing levels, see Understanding BMC Intelligent Ticketing.
Using a sample scenario, the following diagram illustrates the information flow in this integration.
Incident ID is sent back to BMC TrueSight Infrastructure Management/BMC ProactiveNet.
If BMC TrueSight Infrastructure Management is running on SSL, you must configure SSL. For information about how to achieve this communication, see Configuring SSL for communication.
For information about importing the required SSL certificates, see Importing SSL certificates.
After you install BMC Service Resolution, you must configure the integration between BMC TrueSight Infrastructure Management/BMC ProactiveNet and Incident Management. This integration involves the following activities:
Select the BMC AR Server/CMDB check box and enter the values in the following fields:
Input field | Description |
---|---|
AR Server Hostname | Enter the host name or IP address of the AR System server. |
AR Server Port | Enter the AR Server or CMDB port number. The default is 0. If the AR System server is configured with a portmapper, enter 0 in this field. |
AR Server User | Enter the user name required to log on to the AR System server. The default is Demo. This user must have Administrative privileges. |
AR Server Password | Enter the password required to log on to the AR System server. |
Publishing Mode | Select Single Server or Multiple Server depending on whether you installed BMC TrueSight Infrastructure Management / BMC ProactiveNet on a single server or multiple server environment. If you select Multiple Server, the |
UDDI Hostname | Enter the host name of the UDDI registry for Atrium CMDB or the name of the Atrium Web Services Server. |
UDDI Port | Enter the port number of the UDDI registry for CMDB or the port number of Atrium Web Services server for CMDB. |
UDDI User | Enter the UDDI registry user name. The default is admin. |
UDDI Password | Enter the UDDI registry password. |
BMC ProactiveNet Server Protocol | Select the application protocol. The default protocol is http. |
Click Apply.
Notes
bmc.uddi.registryserver.secure.enabled=true
in the pw\custom\conf\pronet.conf file and restart JServer.Click the Service Desk Integration check box.
Note
Do not click the BMC Remedy Service Desk check box.
Enter values in the following fields:
Input field | Description |
---|---|
AR Server Hostname | Enter the AR server hostname |
AR Server Port | Enter the AR server port number |
AR Server User | Enter the AR server user name |
AR Server Password | Enter the password |
MidTier Server Hostname | Enter the mid tier server hostname |
MidTier Server Port | Enter 443 as the mid tier server port |
MidTier Server Protocol | Select HTTPS as the mid tier server protocol |