Integrating BMC applications with BMC Digital Workplace Catalog using plugins
Enable the Action Request System (AR System) application integration so BMC Helix Digital Workplace Catalog workflows can communicate with BMC applications or applications developed on the BMC Helix Innovation Studio.
Functionality enabled through BMC application integration
The following table shows a few examples of the features that require this integration.
|Remedy application||Example of integrated functionality|
Action Request System
A service catalog administrator can design a workflow that sends a request for approval before fulfilling the request.
For more information, see Workflow to request approval.
BMC Service Request Management or BMC HR Case Management
Information is sent from the Action Request System back to BMC Helix Digital Workplace Catalog. For example, the integration script installs the INT:DWPWOI:WOI:ServiceRequestStubUpdate_WorkOrderStatusChange filter in BMC Helix ITSM. This filter sends a work order status each time the value is changed.
Custom applications developed on the BMC Helix Innovation Studio
A BMC Helix Digital Workplace Catalog workflow can use generic actions to create and modify records through any AR System form.
For more information, see Helix ITSM connector.
Integration process overview
The following diagram illustrates the process for integrating BMC applications with BMC Helix Digital Workplace Catalog so that end users can request services.
The catalog administrator configures a connection that uses the Helix ITSM connector to connect to the application server. If applications run on different servers, the catalog administrator must create and configure a connection for each server, and must also set the default connection for ITSM functionality. After completing the integration, the catalog administrator creates services that use the connection, and end users request the services.
To configure the callback to the BMC Helix Digital Workplace Catalog from the AR System server
Use the Mid Tier for the AR System server to create records to specify the BMC Helix Digital Workplace Catalog that will receive the callbacks.
Open the AR System Objects List on the mid tier by using a URL similar to the following example. Replace
<bmc-itsm-sample.com> with the address of the AR System server.Example
When you are prompted, log in as an administrative user who has access permission to use the SB:RemoteApprovalConfiguration form to create records.
Some systems require the AR System administrator to access these forms. Other systems allow an application administrator to access these forms. Contact your IT administrator if you are not sure.
Search for the SB:RemoteApprovalConfiguration form, and create the following record with values that match your system configuration:Example
To configure connections for ITSM functionality
A catalog administrator must configure at least one connection that uses the Helix ITSM connector. To use BMC Helix CMDB (CMDB) functionality, a catalog administrator must also configure a connection that uses the CMDB connector. When you create the first connection for the Helix ITSM connector, the system sets this connection as the default connection for entitlements and approvals. If you are integrating with BMC Helix CMDB (CMDB), when you create the first connection for the CMDB connector, the system sets this as the default CMDB connection. For information on creating connections, see Configuring service connectors.
To set the default connections for ITSM functionality
If you have more than one connection that uses the Helix ITSM connector or more than one connection that uses the CMDB connector, a catalog administrator can set the default connection in BMC Helix Digital Workplace Catalog.
To change the default connections from the default values set by the system:
- Click the configuration gear ( ) to open the Application Settings panel.
- In the Connectors section, click the arrow (>) to open the Default Connections panel, and select the applicable connections:
- Entitlement/Approval—Displays connections that use the Helix ITSM connector. Select the connection to the BMC Service Request Management server. The connection to this server is used for entitlements and approvals, and should connect to the same Helix ITSM server that is configured in BMC Helix Digital Workplace.
- CMDB—Displays connections that use the CMDB connector. Select the connection to Atrium CMDB.
- Knowledge association—Lists the connectors connections that are used to display knowledge articles in BMC Helix Digital Workplace.
- Click Save.
To validate the plugin details
- In a browser, open the AR System Administration Console, and click System > General > Plugin Server Configuration.
Select the Plugin Server Instance that applies to your configuration.
Select the Plugin Configuration tab, and verify the Plugin Class Name, Plugin File Name, Path Elements and User Defined Elements to ensure that the values are accurate.
Under Logging Configuration, click View corresponding to the Log File details to view the log file. Set the Enable Plugin Log to True, and change the Log Level if required.
Troubleshooting the integration
Perform these tasks if you experience any problems while running workflows after you configure the integration to a AR System server.
Options to troubleshoot the AR System server integration
- To monitor a request to observe the fields that a filter action updated, log on to the mid tier to access the AR System server and search for records created through the SB:ServiceRequestStub form.
- To investigate issues with the integration, use the Support Assistant Tool to examine the following log:
For more information, see in the BMC Helix ITSM Deployment documentation.
- To troubleshoot issues with the approval engine, use the Support Assistant Tool to examine the approval log (which must be enabled):
For more information, see in the BMC Helix ITSM Deployment documentation.
To troubleshoot the communication from the BMC Helix Digital Workplace Catalog server
- As an administrator in BMC Helix Innovation Studio, enable logs for the com.bmc.myservice.catalog bundle. For detailed procedure, see .
- Open the myit-sb.log file and review the following logs:
Run-time log example:
# tail -f /opt/bmc/digitalworkplace/db/bundle.log
Text editor log example:
# vi /opt/bmc/digitalworkplace/db/bundle.log
Filter Plugin Misconfigured Errors
The SB:ServiceRequestStub form entry that has failed to process, will display errors in the "Error Message" field. When the filter plugin has not been configured, or is not correctly configured, the following error will show up in the Error Message field:
ERROR (8755):The specified plug-in does not exist.;BMC.DWP.REMOTEACTION
If you see this error try the following:
- Check the remoteaction folder exists in the %AR_INSTALL_BASE%\pluginsvr directory. Verify that the remoteactionplugin-<version #>.jar file and its dependent jar files (in lib subdirectory) exist in the directory.
- Check the pluginsvr_conf.xml configuration is correct, especially the version of the remoteactionplugin-<version>.jar file
- Check the ar.cfg (ar.conf) file and make sure that the alias exists and is configured correctly.
Where to go from here
To configure connections to additional BMC application servers, see Configuring service connectors.
To import services from BMC Service Request Management, see Importing service catalog items from external systems.
To create services, see Adding and updating services.