Collecting incident and change data from Remedy
Get data for ongoing and historical Remedy incidents and change tickets into TrueSight Intelligence. Use the historical Remedy data for retrospective analysis and understand key trends and patterns in tickets. Use event clustering to perform advanced analytics.
This topic describes the procedure to get Remedy Action Request System data into TrueSight Intelligence. Some of the salient features are:
- Remedy Incidents and Changes are available in the form of events in TrueSight Intelligence. Use the predefined templates to get data for more than 100 incident and change ticket fields that are mapped to TrueSight Intelligence fields.
- A TrueSight Intelligence App is created using the app_id specified as part of the properties in the eventDefinition section of the json template.
- Use the Events feature to filter and view incidents or changes in a particular time window. For more information, see Managing events.
- Use the event clustering feature to cluster the tickets based on predefined parameters. For more information, see Clustering event data for advanced analysis.
This plugin collects incidents and changes from the Remedy Action Request System.
Prerequisites
Meter 4.7.1-865 or later must be installed.
Java 1.8 or later must be installed.
The Remedy plugin version 8.x or later supports the following Operating Systems.
Linux | |
Windows | |
OS X |
Before you begin
If you want to ingest historical Remedy data into TrueSight Intelligence, it is recommended that you ingest this data before configuring the plugin for data collection. For more information, see Ingesting historical Remedy data.
Make sure that the field names do not contain any special characters (only _ is allowed). A system validation will prevent ingestion from progressing if the field names contain special characters.
To install the plugin
- From the top right of the screen, perform one of the following actions:
Click > Data Collection, select the TrueSight meter, and select the Sources tab.
- Click > Configure Sources.
- Use the search box or scroll through the page to find the source system which has the TrueSight meter on which you want to install the plugin.
- Click the name of the source to view source details.
- Select the Plugins tab.
- Use the search box or scroll through the page to find the plugin you want to install.
Click + Install to start the installation.
Refer to the following sections for the configuration details required to collect data and view the list of plugin metrics.
Configuration details
Field Name | Description |
---|---|
AR Server Name | The host name of the Remedy server |
Port | The port of Remedy server. This value is required only if a custom value was used for the AR Server TPC Port Number in the AR Server Settings. For more information, see AR Server Settings parameters . |
Username | The user of Remedy server |
Password | The password of Remedy server |
App ID | The App ID used to tag the events in TrueSight Intelligence |
Ticket Type | Type of tickets to be collected (Incident or Change) Tip Add two Remedy instances if you want to collect data for both types of tickets. |
Field Mapping | The default template includes over 100 field mappings each for incidents and changes, which allows you to collect data without any customization. For more information on the default field mappings, see changeDefaultTemplate.json To specify custom field mappings:
|
Poll Interval (mins) | The frequency used to poll for collecting tickets from this Remedy instance. |
Logging level | Set the logging level for collecting data from this instance. |
Plugin metrics
This plugin collects metric data that monitors the health of the configured Remedy instance. Remedy incident and change tickets are made available as TrueSight Intelligence events.
Metric Name | Description |
---|---|
REMEDY_HEARTBEAT | Indicates if the plugin is working normally. 1 indicates a normal status. |
REMEDY_INVALID_EVENTS_COUNT | The number of invalid Remedy incidents and changes. |
REMEDY_INGESTION_SUCCESS_COUNT | The number of Remedy incidents and changes that were successfully ingested and are available as events in TrueSight Intelligence. |
REMEDY_INGESTION_FAILURE_COUNT | The number of Remedy incidents and changes that were not successfully ingested. |
REMEDY_INGESTION_EXCEPTION | Indicates if data ingestion is working normally. 1 indicates there was an exception while ingesting data, and an event is generated. 0 indicates data ingestion is working normally. |
Structure of the JSON template
The templates consist of three sections as depicted in the following example.
Section | Line numbers | Description | ||||||||
---|---|---|---|---|---|---|---|---|---|---|
Configuration config | 2 to 6 | This section contains required configuration details for the plugin. Tip Use custom values only if required. You must use the default values if you are not conversant with the fields used by the Remedy Action Request System.
| ||||||||
Event definitioneventDefinition | 7 to 16 | Use the properties to define the mapping of the Remedy Action Request System fields to the TrueSight Intelligence raw events. You must change or remove property names and mapping information only if required. | ||||||||
Field definition mapping
| 17 to 30 | If required, you must specify the mapping of values for Remedy Action Request System properties to TrueSight Intelligence properties. In the following template, the severity value of 1000 in Remedy is mapped to the Critical severity in TrueSight Intelligence. |
{
"config": {
....
"queryStatusList":[0,11],
....
},
"eventDefinition": {
....
"properties": {
.....
"app_id": "Remedy TSI Integration",
"severity": "@SEVERITY",
"CustomField" : "@CUSTOMFIELD"
},
...
},
"fieldDefinitionMap": {
"@SEVERITY": {
"fieldId": 1000000162,
"valueMap": {
"1000": "Critical",
"2000": "High",
"3000": "Medium",
"4000": "Low"
}
},
"@CUSTOMFIELD": {
"fieldId":100000234
}
}
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