Configuring the blackout policy solution

As an administrator, you must configure the blackout policy solution to automatically create blackout policies for configuration items (CIs) based on a change request. 

Before you begin

Before configuring the solution, ensure that the following conditions are met:

  • You have the credentials such as the URL, username, password to connect with BMC Helix ITSM.
  • You have the required permissions to configure the solution.
  • (For BMC Helix ITSM 20.02 on-premises only) The change related Webhook is created in BMC Remedy AR System:

    1. Log on to BMC Remedy AR System Mid-Tier as a user with permissions to create and update Webhooks. 
      Example:  http://<mid-tier:port>/arsys.
    2. Create the Webhook name: CHG:Infrastructure Change and specify the following values:

      1. Events: Create, Update, and Delete are selected. 
      2. Field ID list: 

        1000003298;1000003297;1000003230;1000000294;1000000180;1000000164;1000000163;1000000162;1000000151;1000000150;1000000001;1000000000;6;1000002195;1000000364;1000000348;1000000362;1000000350;1000000568;1000000182;7


      3. Qualification: 

        (('TR.Change Request Status' >= "Scheduled") AND ('TR.Change Request Status' != "Pending") AND ('TR.Change Request Status' != "Cancelled")
        
        AND ('TR.Change Request Status' != "Rejected")  AND ('Risk Level' = 0) AND ('Impact' = 1000)) OR ('TR.Change Request Status' = "Cancelled")


      4. Callback URL: 
        Cloud connector: https://<ade_host>/intelligent-automation/restplugin/api/v1/tmf/callback?helix_itsm=true&integration_type=Blackout
        On-premises connector: http://<connector_host>:8000/intelligent-automation/remote-restplugin/api/v1/tmf/callback?helix_itsm=true&integration_type=Blackout
      5. Select the authentication type as Basic.
      6. In the Username field, specify the BMC Helix tenant ID. 
      7. In the Password field, specify the password for the BMC Helix tenant admin in the following format:
        <access_key>:<secret_key>
      8. Save the webhook. 
    3. Create the Webhook name: CHG:Associations and specify the following values:

      1. Events: Create, Update, and Delete are selected. 
      2. Field ID list: 

        1000000205;7;1000000204;1000000206;230000009;3;6


      3. Qualification: 

        ('Request Type01' = "Configuration Item") AND ('Association Type01' != "Impacts")


      4. Callback URL: 
        Cloud connector: https://<ade_host>/intelligent-automation/restplugin/api/v1/tmf/callback?helix_itsm=true&integration_type=Blackout
        On-premises connector: http://<connector_host>:8000/intelligent-automation/remote-restplugin/api/v1/tmf/callback?helix_itsm=true&integration_type=Blackout
      5. Select the authentication type as Basic.
      6. In the Username field, specify the BMC Helix tenant ID. 
      7. In the Password field, specify the password for the BMC Helix tenant admin in the following format:
        <access_key>:<secret_key>
      8. Save the webhook. 

To configure the blackout policy solution

To configure the solution, you must set up a connection with BMC Helix ITSM and map change request fields to the blackout policy fields.

Important

If you have already configured the BMC Helix ITSM connector for any other solution, by default, the connector is used for the Blackout Policy solution too. You can skip step 1 and continue to step 2. 

Step 1: Set up a connection with BMC Helix ITSM

  1. Click Solutions > Blackout Policy > Configure.
  2. To set up a connection with BMC Helix ITSM, click Set Up.
    By default,BMC Helix ITSM  is selected.
  3. Enter the BMC Helix ITSM REST API URL, username, and password to connect with the application.
    Sample URL: https://helixtrial-restapi.onbmc.com.
    OR
  4. If you are connecting to an on-premises deployment of BMC Helix ITSM, download and install the connector before performing the next steps.
    For more information, see Configuring BMC Helix ITSM connector for the Blackout Policy solution.  


Step 2: Configure field mapping

By default, BMC Helix Intelligent Automation provides mapping of change request fields to the blackout policy fields in BMC Helix Operations Management. Based on these mappings, a blackout policy gets created. You can choose to specify custom values for the default fields, add more fields, or apply transformation based on your requirements.

As part of this step, the out-of-the-box Create or Update Blackout Policy and Delete Blackout Policy automation policies are created. 

  1. To view the default mappings, click Configure against the Configure mapping : Change → Blackout Policy field.
    The default field mappings are displayed. 

    Can I change the default field mappings?

    Yes, you can change the values for any of the fields based on your requirement. For example, by default the value of the blackoutExistingEvents under the configurations field group is set to true, which indicates that when a blackout policy will be active, any existing events for the CIs specified in the policy will not be processed. If you do not want existing events to be considered for blackout, you can set the value to false

    BMC recommends that you do not delete any existing field mappings. 


  2. (Optional)  Click +Add Event Field to add more fields to be considered while creating the blackout policy
    The field names in the list appear based on the fields supported by BMC Helix Operations Management
  3. (Optional) Click +Add Condition and add the ticket field and map it to the event field. 
  4. (Optional) Against any field, click Transform fields and select the transformation type:
    • Source value to target value: Enables you to map the event source fields to the target incident fields. 
    • String: Enables you to concatenate or extract a part of a string. Supports the following functions:
      • concat
      • substr: Specify values for Start and Length of the string to process
      • substrAfter: Specify the character and everything after the character gets processed
      • substrBefore: Specify the character and everything before the character gets processed
      • toLowerCase: Transforms the entire string to lower case
      • toUpperCase: Transforms the entire string to upper case
        When you add more than one function to transform data, conditions are applied in the order in which they are displayed. You can use more than one function while mapping any field.
    • Date & Time: Enables you to parse the date and time from an incoming change request (in an ISO format) to the required output format.
      Supports the following functions:
      • getDate: Parses the date value from an incoming ISO date and converts it to the required output format.
      • getTime: Parses the time value from an incoming ISO date and converts it to the required output format.
  5. Click Save.
    A Policy published successfully message appears.  
  6. Click Enable.
    Solution is enabled successfully. If you already have an BMC Helix ITSM connector used by another solution, a message is displayed. 

About Blackout Policy and Proactive Service Resolution solutions

  • If you have also configured Proactive Service Resolution, incidents still get created in BMC Helix ITSM for critical events generated in BMC Helix Operations Management even in the blackout period.
    If you need to stop creating incidents automatically in the blackout period, modify the event selection criteria in the Predefined Policy for Incidents (created as part of Proactive Service Resolution) inBMC Helix Operations Management to not process events with the status as Blackout.

  • Updates made to the change request after the blackout period starts (as specified in the change request) are not updated. 

Artifacts for Blackout Policy solution

Consult the following table to learn more about the artifacts created after configuring the solution: 

ArtifactTypeAvailable in product

BMC Helix ITSM connector

Connector

BMC Helix Intelligent Automation

Create or Update Blackout Policy

Automation policy

BMC Helix Intelligent Automation

Delete Blackout PolicyAutomation policy

BMC Helix Intelligent Automation

Helix_Automated_Change_Blackout_
<ChangeRequestID>
Blackout policy

BMC Helix Operations Management

To disable or enable the Blackout Policy solution

If your organization does not have any planned infrastructure maintenance activities in the near future, or you want to make changes in the change request to blackout policy field mappings, you can disable the solution. 

Important

To avoid problems with the configurations, BMC recommends that you disable or delete the solution from BMC Helix Intelligent Automation only. 

  1. Click Solutions > Blackout Policy.
  2. Use the toggle key to disable the solution.
    The message Solution disabled successfully appears. Use the toggle key to enable the solution as required. 


To modify the Blackout Policy solution

To modify the solution, you first disable it. 

  1. Click Solutions > Blackout Policy and use the toggle key to disable the solution.
  2. Click Modify.
    You cannot update the connection details to BMC Helix ITSM. You can only update the field mappings. 
  3. Click Enable.


To delete the Blackout Policy solution

To delete the solution, you must perform the following steps:

  1. Disable the solution in BMC Helix Intelligent Automation:
    1. Click Solutions > Blackout Policy and use the toggle key disable the solution.
    2. Click Delete.
      On the warning message that appears, click Yes.
  2. (For on-premises BMC Helix ITSM connector only) Delete the webhooks created in BMC Remedy AR System:
    1. Log on to BMC Remedy AR System as an AR administrator and go to the AR System Webhook form:  
      https://<midtier>/arsys/forms/onbmc-s/AR+System+Webhook
    2. Select the webhook  with the following criteria and then delete the webhook: 

      Form Name: CHG:Infrastructure Change

      Tenant ID: <tenantid>

      Callback URL: https://<ingress_hostname>/intelligent-automation/restplugin/api/v1/tmf/callback?helix_itsm=true&integration_type=Blackout

      Form Name: CHG:Associations

      Tenant ID: <tenantid>

      Callback URL: https://<ingress_hostname>/intelligent-automation/restplugin/api/v1/tmf/callback?helix_itsm=true&integration_type=Blackout

      When the solution is deleted successfully, the Create or Update Blackout Policy and Delete Blackout Policy automation policies are also deleted. 


Where to go from here

View the status of the policies run by BMC Helix Intelligent Automation. For more information, see Viewing automation policy runs history

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