Synchronizing users between BMC HR Case Management and BMC Remedy ITSM

Overview of the synchronization process

Synchronization of users consists of the following processes:

1. Initial synchronization (importing users)

   In this manual process,  you create a job in the HRCM-ITSM Sync Console to import ITSM users to BMC HR Case Management. During the import process, the user details are imported: first and last name, email adress, login credentials, and  VIP status.
   
   

    Click to view the related console images

   

   

   The initial synchronization takes place in the following order:
   
   1. Load data—User data is collected from BMC Remedy ITSM according to the job parameters.
   2. Validate data—The system checks whether all required user data is in the profiles.

   3. Promote data—Data is imported to BMC HR Case Management.

2. Automatic synchronization
   After you complete the initial synchronization, data is synchronized automatically. The automatic synchronization process adds new users and updates the changes in the BMC HR Case Management user records.

To synchronize users, you must import the data available in the CTM:People form from BMC Remedy ITSM to the BMC HR Case Management COL:CORE:People form. The process of synchronizing users is different for the following deployments:

• BMC HR Case Management and BMC Remedy ITSM are on the same AR System server.

   Click here to view the data flow diagram...

  The following data flow diagram shows how the CTM:People form is synchronized with the COL:CORE:People form and with the User form on BMC Remedy AR System Server. 

  

• BMC HR Case Management and BMC Remedy ITSM are on separate AR System servers.

   Click here to view the data flow diagram...

  The following data flow diagram shows how CTM:People form is synchronized with the COL:CORE:People form and with the User form on BMC Remedy AR System server. 

  

When people records from BMC Remedy ITSM are synchronized with BMC HR Case Management, users who have a login ID in BMC Remedy ITSM become case users, and have standard viewer permissions. You can promote their user roles manually.

Before you begin

When you  synchronize BMC Remedy ITSM and BMC HR Case Management, keep the following considerations in mind:

• The HRCM-ITSM Sync Console is available only after configuring integration with a remote AR System server.
• HR Master and BMC Remedy AR System administrators, by default, have access to the HRCM-ITSM Sync Console.

To synchronize users on the same AR System server

1. Log in to the BMC Remedy Action Request System as a system administrator.
2. In the Quick Links section, select HRCM-ITSM Sync Console.

3. Create and run a user sync job.

    Click to view details...

   1. Click  Create Job .
      The HRCM-ITSM Sync Console is displayed:
      

      1. Enter the values for parameters in the Filter to sync data from ITSM column.

         You can filter user data that you want to synchronize by selecting values in the Company, Organization, Department, and Client Type lists.
         Tip: To import data from a particular site that is available in the BMC Remedy ITSM, you must manually type the site name.

      2. Select values for all parameters in the  Set Default values for HRCM  column.
      3. By setting the default values for  BMC HR Case Management, you map values from CTM:People form (BMC Remedy ITSM) to the values in the COL:LOAD:People form (BMC HR Case Management).
      4. (Optional) Click Get Count to view the number of users that match the filter criteria.
      5. Click Save.
         The data from CTM:People is saved in the COL:LOAD:People form.

   2. Click Load Data.

      If running the job results in a validation error:

      1. Click Refresh in the Related data from Staging Form section.

         The Related data from Staging Form section displays a list of user records that are validated with errors the without errors.

      2. Update  <AR System server address>:<AR System server port>/arsys/<AR System server address>/CTM:People form for all user records that have Validation Error load status. When the job status changes to Load Successful, records in the job can be promoted.

      3. Click the record that contains an error to edit the related CTM:People form. 

   3. Click Promote Data .
      The data is created in BMC HR Case Management in the COL:CORE:People form.

To synchronize users on separate AR System servers

1. Configure DSO for both the AR System servers.
   For more information, see Configuring integration with a remote BMC Remedy AR System server.
2. As an administrator, log in to the AR System server where BMC HR Case Management is installed.
3. In Quick Links section, select HRCM-ITSM Sync Console.

4. Create and run the user sync job.

    Click to view details...

   1. Click  Create Job .
      The HRCM-ITSM Sync Console is displayed:
      
      

      1. Enter the values for parameters in the  Filter to sync data from ITSM  column.
         Type values for Company (required), Organization, Department, and Client Type fields the same as they are spelled in BMC Remedy IT Service Management.

      2. Select values for all parameters in the Set Default values for HRCM column.
         By setting the default values for  BMC HR Case Management, you can map values from CTM:People form (BMC Remedy ITSM) to the values in the COL:LOAD:People form (BMC HR Case Management).
      3. (Optional) Click Get Count to view the number of users that match the filtered criteria.
      4. Click Save.
         The data from CTM:People form is saved in the COL:LOAD:People form.

   2. Click Load Data.

      If running the job results in a validation error:

      1. Click Refresh in the Related data from Staging Form section.

         The Related data from Staging Form section displays a list of user records that are validated with errors the without errors.

      2. Update the <AR System server address>:<AR System server port>/arsys/<AR System server address>/CTM:People form for all user records that have Validation Error load status. Click a record that contains an error to edit the related CTM:People form. 

         When the job status changes to Load Successful, the records in the job can be promoted.

      3. If data load takes more than hour, open ar.cfg file, and change Plugin-Port value to some other value. For example, to 11000. Restart the BMC Remedy AR System server.

   3. Click  Promote Data .
      The data is created in BMC HR Case Management in the COL:CORE:People form.
      

   After you promote your user sync job, the users are synchronized automatically when there is an update to the user group matching the criteria selected for synchronization.

   Note

   The automatic synchronization works only one way—from BMC Remedy ITSM to BMC HR Case Management.

Where to go from here

Verifying the installation