A system administrator can configure MyIT Service Broker to integrate with applications built on the Remedy Action Request System (AR System) platform to enable communication between the applications and fulfillment process workflows. You can use this process to integrate with BMC applications, such as BMC Remedy IT Service Management and BMC HR Case Management. You can also use this process to integrate with custom Remedy applications that use Approval Central.
These steps are mandatory for system integration and to ensure approvals function correctly.
Integration process overview
Configuring the integration requires the following steps to be performed by a system administrator. Detailed steps for configuring the integration follow the summary:
- On each of the AR System servers that host an application to be configured, run the patch installer.
- Copy specified library files from the installer package into the required location on the AR System server.
- Using the BMC Remedy Mid Tier, ensure that each of the AR System servers are configured to run the script that sends a response back to MyIT Service Broker.
An experienced administrator should be able to complete the integration within 20 minutes. However, following these instructions the first time can take about an hour.
You do not need to configure anything on the MyIT Service Broker server to enable integration with Remedy AR System applications. MyIT Service Broker shall use the connection details provided in the service connector configuration panel within the application.
Features enabled through integration
|BMC application||Use case|
|Approval Central||Service catalog administrators can design workflows that send requests for approval when service items are ordered in MyIT. For information on setting up the approval request, after performing the integration steps, see Workflow to request approval.|
|BMC Service Request Management||BMC AR System administrators can configure filters to send a response back to a waiting workflow in MyIT Service Broker. For information on setting up the approval request, after performing the integration steps, see Configuring a system to return a response.|
|BMC HR Case Management||BMC HR Case Management administrators can design the same integration experience as when integrating with BMC Service Request Management.|
Before you begin
- Ensure the version of AR System servers to be configured is release 9.1 or later.
- To check the result after installing the patch, prepare BMC Remedy Developer Studio to access the AR System servers.
Download the BMC Remedy IT Service Management integration patch for MyIT Service Broker 3.3.00 from the BMC Electronic Product Distribution (EPD) site. The file version must match the operating system of the AR System server.
For instructions, see downloading the installation files.
The folder <installLocation>/remoteaction must not already exist on the target BMC Remedy ITSM server. If you are installing this patch on a server where the patch has already been installed, rename the existing folder before you install the patch.
For example, on a BMC Remedy ITSM system installed on a Windows server, rename the folder C:\Program Files\BMC\ARSystem\remoteaction to C:\Program Files\BMC\ARSystem\remoteactionOLD
To install the BMC Remedy IT Service Management integration patch
You must download and install this patch onto each BMC Remedy IT Service Management server with an application to be integrated with MyIT Service Broker.
Copy the operating system-specific file and extract the contents onto the BMC Remedy IT Service Management server:
Operating system File name Linux bmc-myit-servicebroker-remedy-itsm-integration-patch-linux.tar.gz Windows bmc-myit-servicebroker-remedy-itsm-integration-patch-windows.zip
Run the appropriate operating system-specific installer.
Operating system File name Linux <extraction_folder>/ApprovalServiceProvider/Disk1/setup.bin Windows <extraction_folder>/Disk1/setup.exe
- After the installation is completed, open the MyIT Service Broker
<installLocation>folder and check for the creation of a
remoteactionfolder. The following shows the Windows display. However, the same files are created on Linux systems.
- Open the location of the extracted installer files.
Copy the following files from the appropriate extraction folder into the
Operating system Foldername File name Linux <extraction_folder>/ApprovalServiceProvider/Disk1/remoteaction
Open BMC Remedy Developer Studio and log onto the BMC Remedy IT Service Management server as the system administrator to ensure the creation of the following objects:
To create configuration records on the Remedy application server
From the Mid Tier server, configure the forms that enable communication back to MyIT Service Broker.
For instructions on configuring the Mid Tier, see Administering the MyIT Service Broker platform.
Open the AR System Objects List.
- If prompted to log on, use the credentials for a Remedy application administrative user account.
For example: Allen.
Search for the form SB:LocalApprovalConfiguration, and create the following record:
Ensure that the value entered for External process full path is one of the following:
Search for the form SB:RemoteApprovalConfiguration, and edit the following:
Ensure that the values entered are applicable to the target MyIT Service Broker server.
Parameter Example Description Remote Hostname bmc-myitsb-sample.com Target MyIT Service Broker server. Remote Port 8008 The port number of the application, not the platform (9988). Remote User Name firstname.lastname@example.org The tenant admin account. SBE Login End point /api/myit-sb/users/login (Optional) Required if BMC Remedy Single Sign-on is configured. SBE Signal End point /api/myit-sb/processes/signal Endpoint for AR System server to contact MyIT Service Broker when process is complete.
- Remain logged into the AR System server and proceed to the next section.
Flush the SB:ServiceRequestStub cache
- From the AR System Objects List, search for the form AP:Form and open it.
- Within AP:Form, search for SB:ServiceRequestStub.
- Go to the Advanced tab.
- Clear the value for Application Request ID and then Save the form.
- Return the field value to $SBServiceRequestID$ and then Save the form again.
To troubleshoot the integration
If you experience any problems while running workflows after configuring the servers, refer to the following options:
- From the Mid Tier server, log onto each server and check the records created through the SB:ServiceRequestStub form.
- On the MyIT Service Broker server, SB:ServiceRequestStub records should be deleted after sending the request data to the BMC Remedy IT Service Management server.
- On the Remedy application server, check the SB:ServiceRequestStub records to test the initial request, and any updates performed by filters.
Review the following log file on the MyIT Service Broker server:
High availability server setup
When configuring the integration in a load balanced environment, deploy the configuration patch on one MyIT Service Broker server, then copy the
<installLocation>/remoteaction folder to the remaining servers.