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There are 10 generic Temp fields (Temp_Value1, Temp_Value2, ... Temp_Value10) in the file that can be used to extend the integration between Infrastructure Management and BMC Remedy ITSM. The fields from the file map to the fields in the HPD_IncidentServiceInterface web service. The web service fields then map to the HPD:ServiceInterface form fields. You can create custom workflow on the fields to store information sent from BMC TrueSight.

For example, If you have event-specific criteria that determine to which group the resulting ticket will get assigned to, you must map assignment information available in the BMC TrueSight Infrastructure Management event slots to the HPD:ServiceInterface fields. You then add workflow on the temp fields to set the appropriate assignment fields on the interface form.

The following sections provide examples for creating required mappings.

Example - To customize mappings in BMC TrueSight Infrastructure Management

  1. Map the assigned group fields from BMC TrueSight to the ITSM form. Open and edit the BMC_ProactiveNet_Home/integration/ibrsd_home/conf/ file.
  2. Search for the BEMUseCaseNEW string in this file.
  3. Search for the following section in this map:

    $if(slot.integration_version = "ITV3") 
    Event_Details=$Format("Host=%s\nHost Class=%s\nHost 
    Address=%s\nObject=%s\nObject Class=%s\nParameter=%s\nParameter 
    Value=%s\nLocation=%s \n Event with Severity: %s, Priority: %s, Status %s 
  4. Below this code block, add the following lines:
    • Temp_Value1= <value to be assigned for this slot>
      For example: you can assign a hard-coded value or a dynamic value as follows:

      Temp_Value1= “Group1”

      Temp_Value2= “Support Company1”

      Temp_Value3= “Support Org1”

  5. Restart the Service Desk Integration Gateway service.

Example - To customize mappings in BMC Remedy IT Service Management (ITSM)

  1. Create a new filter on the HPD:ServiceInterface form to set the Assigned Group field(s) with the temporary values. See Creating filters.
    For example:
    • $Assigned Group$ = 'z1D_WSTemp01'
    • $Assigned Support Company$ = 'z1D_WSTemp02'
    • $Assigned Support Organization$ = 'z1d_WSTemp03'
  2. Add this new filter to the two filter guides in the Set Assignment Information section. This will require an overlay to be created for each guide. See Creating guides and Creating overlays for AR System objects.
    • Guides: HPD:ISI:Funciton_CreateIncident and HPD:ISI:Funciton_CreateIncident_Causal
  3. Place the new filter before the HPD:ISI:CreateIncident_200_SetAsgmntGrpID filter.

    This filter gets the appropriate Group ID needed for incident submission.


You must set all the three assignment values in the new filter: Assigned Support Company, Organization, and Group because these three values are required to retrieve the correct Assignment Group ID. The newly created filter will not work if any of one of the assignment values is not set.

Related topics

Structure and details of the file

Map criteria

Integrating directly with Incident Management