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.

Note

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.

Note

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 applicationUse case
Approval CentralService 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 ManagementBMC 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 ManagementBMC 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.

    Important

    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.

  1.  Copy the operating system-specific file and extract the contents onto the BMC Remedy IT Service Management server:

    Operating systemFile name
    Linuxbmc-myit-servicebroker-remedy-itsm-integration-patch-linux.tar.gz
    Windowsbmc-myit-servicebroker-remedy-itsm-integration-patch-windows.zip
  2. Run the appropriate operating system-specific installer.

    Operating systemFile name
    Linux<extraction_folder>/ApprovalServiceProvider/Disk1/setup.bin
    Windows<extraction_folder>/Disk1/setup.exe
  3. After the installation is completed, open the MyIT Service Broker <installLocation> folder and check for the creation of a remoteaction folder. The following shows the Windows display. However, the same files are created on Linux systems.
  4. Open the location of the extracted installer files.
  5. Copy the following files from the appropriate extraction folder into the <installLocation>/remoteaction/lib folder:

    Operating systemFoldernameFile name
    Linux<extraction_folder>/ApprovalServiceProvider/Disk1/remoteaction
    • com.bmc.arsys.rx.application-9.5.00-SNAPSHOT.jar
    • com.bmc.arsys.rx.services-9.5.00-SNAPSHOT.jar
    • aspectjrt-1.8.4.jar
    • spring-tx-4.1.9.RELEASE.jar
    Windows<extraction_folder>/Disk1/remoteaction
  6. 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:

    Forms

    Filters

    Escalations

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.

  1. Open the AR System Objects List.

    http://bmc-itsm-sample.com:8080/arsys/forms
  2. If prompted to log on, use the credentials for a  Remedy application administrative user account.
    For example: Allen.
  3. Search for the form SB:LocalApprovalConfiguration, and create the following record:

    Note

    Ensure that the value entered for External process full path is one of the following:

    • Linux: <installLocation>/remoteaction/remoteaction.sh
    • Windows: <installLocation>/remoteaction/remoteaction.bat
  4. Search for the form SB:RemoteApprovalConfiguration, and edit the following:

    Note

    Ensure that the values entered are applicable to the target MyIT Service Broker server.

    ParameterExampleDescription
    Remote Hostnamebmc-myitsb-sample.comTarget MyIT Service Broker server.
    Remote Port8008The port number of the application, not the platform (9988).
    Remote User Namehannah_admin@calbro.comThe 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/signalEndpoint for AR System server to contact MyIT Service Broker when process is complete.
  5. Remain logged into the AR System server and proceed to the next section.

Flush the SB:ServiceRequestStub cache

  1. From the AR System Objects List, search for the form AP:Form and open it.
  2. Within AP:Form,  search for SB:ServiceRequestStub.
  3. Go to the Advanced tab.
  4. Clear the value for Application Request ID and then Save the form.
  5. 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:

    <installLocation>/remoteaction/log/remoteaction.log

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.

 

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11 Comments

  1. Hi,

    Few points may require update in the document. The information is misleading / incorrect.

    Under the Section: To install the BMC Remedy IT Service Management integration patch

    Point no 3: After the installation is completed, open the MyIT Service Broker <installLocation> folder and check for the creation of a remoteaction folder.

    It should be BMC Remedy ITSM system not the MyIT Service Broker in the above statement as the directory gets created in Remedy ITSM and we are supposed to run the integration patch on BMC Remedy.

    Point no. 5: The files are placed at the location: Correct path mentioned below

    Linux: <extraction_folder>/ApprovalServiceProvider/Disk1/files/remoteaction

    Windows: <extraction_folder>/Disk1/files/remoteaction

    Under the section 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.

    Do we need to apply the patch on the MyIT Service Broker server?

    As per the note above in the document we should not do anything on the MyIT Service Broker..

     

    Note 

    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.

    Also, if we apply the patch on the BMC Remedy ITSM (admin/primary) server. Does it mean that no need to run the patch installer on the other BMC Remedy servers? Only copying the directory and sub directories will do?

    I am highly confused. 

  2. Thanks for pointing this out, Ankit. I'll fix this in my next edit sweep.

    1. Hello Tony,

      Points highlighted by Ankit are not reflected in the documentation. Could you please update accordingly in order to avoid any confusion.

      Thank you,

      Adrian

  3. In "To Install the BMC Remedy ITSM Server integration patchsection, step 5, can we confirm if the java files should be put on after or before the installation?

     

    When I put the java files after install, SBE requests are still not updated as per the ITSM fulfillment process. If I reinstall the patch after putting the java files in this location, the request is updated correctly.

    1. Hi Brijesh. I will need more information to clarify your experience. Have you installed the latest application version that was released on Friday? If so, you will need to download the updated Remedy ITSM integration patch installer as well.

      You must install the patch first, and then copy the java files afterwards. If you are experiencing problems with the patch, then you need to confirm:

      • Forms configuration uses server name and not web URI.
      • Network communication between servers is not blocked.
      • Filters act to update the SB:ServiceRequestStub form on the Remedy app server.

      You can trace any errors by reviewing the <ITSM app server><installLocation>/logs/remoteaction.log

      If you are still unable to pinpoint the cause of the issue, please raise a support case.

  4.  

  5. This process has been improved and will be documented officially. For now, administrators can follow the instructions using the files in KA000132476

  6.  

    1.  

  7. Hello Tony Chung,

    Can you check this new version, there are still confusions present; on Integration Process Overview we have:

    • On each of the AR System servers that host an application to be configured, run the patch installer.

    And on High availability server setup, it's still mentioned that we need to install the patch on only one server and then copy the folder on the rest of the servers.

    Thanks,

    Adrian

    1. Hi Adrian - The quick answers to your questions:

      • You must run the script to update the DB and filesystem for each AR Server that hosts a unique application.
      • You must copy the <installLocation>/remoteaction folder from the primary server to all secondary servers in a server grouop.

      Bonus: BMC Digital Workplace Advanced 3.3 provides a new version of the Remedy application installation script that is more easily run than the previous installer. It's similar to the package provided in KA000132476 (Support is updating the package in the KA to the same version).

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