Components of Integration for BMC Remedy Service Desk

The following diagram displays the components of Integration for BMC Remedy Service Desk.  Integration for BMC Remedy Service Desk has two main components:

• Integration for BMC Remedy Service Desk Integration Service — Deployed on BMC TrueSight Infrastructure Management Server
• Integration for BMC Remedy Service Desk AR System module (workflow and plugins) — Deployed on the BMC Remedy IT Service Management Server

Buffering in Integration for BMC Remedy Service Desk

Infrastructure Management communicates with the BMC Remedy AR Server using Infrastructure Management Performance Management web services. In case of a multiple server environment, it is the Central Server that communicates with the BMC Remedy AR Server. If JServer or the Central Server is down and because of this the Infrastructure Management Performance Management web services are down, then Integration for BMC Remedy Service Desk buffers all the incident information of the events to be sent to the BMC TrueSight Infrastructure Management Server (including incidents of the Child Server). These events are buffered in the INT:EventBuffering form. By default, the maximum number of events to be buffered per cell is 500. You can configure this number by changing the following entry in the ARSystem\pluginsvr\ibrsd\ibrsd_plugin.xml file:

<bufferedEventsPerServer>500</bufferedEventsPerServer>

Once the configured limit is reached, Integration for BMC Remedy Service Desk removes the very first event that is buffered and buffers the latest event that has entered.