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This topic describes how to configure the Integration for BMC Re= medy Service Desk component in your Infrastructure Management environment.<= /p>
After installing the prerequisite software, the BMC TrueSight Infrastruc= ture Management Server, and the Infrastructure Management CMDB extensions, = you must configure the Integration for BMC Remedy Service Desk component to= work with your BMC Remedy AR System Server and Infrastructure Management. = Configuration consists of the following tasks:
You perform these configuration tasks by using BMC Remedy AR System Serv= er. For more information about use of BMC Remedy AR System Server, see the = documentation for the specific BMC Remedy product. For more information abo= ut the BMC Impact Model Designer, see BMC Impact Model Designer user interface. = You can access the documentation for all BMC products at the Customer Suppo= rt website, = http://www.bmc.com/support.
During installation of the Infrastructure Management CMDB Extensions, Integration for BMC Remedy Service Desk automatically configures=
default customer and assignee users for incidents. For example, the defaul=
t customer (the person or entity reporting the incident) is set to =
BMC Impact Manager and the default assignee (the person to whom an=
incident is assigned) is set to Remedy Service Desk Administrator<=
/strong>. Though not a configuration requirement for Integration for =
BMC Remedy Service Desk, if you want to specify different users for =
these roles, you can change the defaults by editing the values in the follo=
wing BMC Remedy IT Service Management forms:
Note
If you assign the product categorization information to a specific compa= ny, Integration for BMC Remedy Service Desk creates incidents = automatically with information that is meaningful to the IT organization an= d assigns them to the respective support personnel based on the categorizat= ion information populated in these incidents.
For more informat= ion about editing these BMC Remedy IT Service Management forms, see BMC= Remedy Service Desk: Incident Management User's Guide.