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If you did not use the BSM Solutions installation path from the Content Installer, you must complete the tasks in the following table to configure BMC Remedy ITSM.

BMC Remedy ITSM configuration tasks

TaskDescriptionSee
Set up ITSM tasks relationship supportIf your current BMC Remedy ITSM configuration does not support tasks relationships, install the BMC Remedy ITSM Task Management patch that enables the assignment of multiple network configuration items (CI) to a network task.Configuring BMC Remedy ITSM Task Management support
Configure group assignmentsYou must configure auto assignments for the change requests created by the Triage and Remediation Solution.Configuring group auto assignments in BMC Remedy ITSM
Notify assignment in task templatesBMC Remedy ITSM task templates include a default user name in the Assignment tab. When installing Triage and Remediation Solution, verify that the user name in the task template Assignment tab exists. If the user name does not exist or differs from the default, change the user name in the task template and the Notify assignment. This user will be notified when tasks are assigned. 


Configuring BMC Remedy ITSM Task management support

Task management describes functions that manage ITSM tasks. ITSM tasks are used for associating configuration items (CIs). Other tasks are action-specific. For every task attached to a change ticket, there is an action.
When a task is assigned, BMC Atrium Orchestrator runs the action mentioned in the task ticket. If your current BMC Remedy ITSM configuration does not support tasks relationships, you must download and install the BMC Remedy ITSM Task Management patch (006).

Note

This task is required only if you are using BMC Remedy ITSM version 7.0.03.

To download and install the patch

  1. Download the patch from the Customer Support website at http://www.bmc.com/support_home.
  2. Copy the patch file (TMSRelationshipsInterfaceCreate.def) to a temporary directory on the BMC Remedy AR System Server.
  3. Log in as administrator on the BMC Remedy Administrator console.
  4. Select the BMC Remedy AR System server on which change and incident tickets are created.
  5. From the main toolbar, select Tools > Import Definitions > From Definition File.
  6. Select the TMSRelationshipsInterfaceCreate.def file from the temporary directory and click Open.
  7. Select Add All.
  8. Select Replace Objects on the Definition Server.
  9. Set Handle Conflicting Types to Replace with New Type.
  10. Select Import.
  11. Select Yes to continue with the import.

Configuring group auto assignments in BMC Remedy ITSM

Configure auto assignments for the change requests created by the Triage and Remediation Solution.

To configure group autoassignments for change tickets

  1. On the BMC Remedy AR System IT home window, click Application Administration Console.
  2. On the Application Administration Console, click Custom Configuration ; then, select Foundation > Configure Assignment > Configure Application Assignment to open the Configure Application Assignment window.
  3. Select Infrastructure Change Manager from the Event Details menu; then, select the Enabled status.
  4. In the Assignment section, select Support Company, Support Organization, and Assigned Group.
  5. In the Routing Order section, select Contact Company and Company, and then fill in  the optional fields with the appropriate values.
  6. Check Yes for both Change Management and Available Systems.
  7. Click Save ; then, click Close.
  8. Repeat step 1 through step 7.

    Note

    When you create a new user, add these groups to the user configuration.

To configure group autoassignments for incidents

  1. On the BMC Remedy AR System IT home window, click Application Administration Console.
  2. From the Application Administration Console, click Custom Configuration ; then, select Foundation > Configure Assignment > Configure Application Assignment to open the Configure Application Assignment window.
  3. Select Incident Owner from the Event Details list; then, select Enabled.
  4. In the Assignment section, select Support Company, Support Organization, and Assigned Group in the Assignment section.
  5. In the Routing Order section, select the Contact Company and Company, and fill in the optional fields with appropriate values.
  6. From the Available Systems area, check Yes for Incident Management, User Service Restoration, User Service Request, Infrastructure Restoration, and Infrastructure Event.
  7. Click Save and then click Close.