This documentation supports the 20.08 version of BMC Helix Multi-Cloud Service Management.

To view the documentation for the previous version, select 20.02 from the Product version menu.

Enabling prebuilt integration with TrueSight Operations Management

TrueSight Operations Management delivers end-to-end performance monitoring and event management. It uses AIOps to dynamically learn behavior, correlate, analyze, and prioritize event data so that IT operations teams can predict, find and fix issues faster. You can use BMC Helix Multi-Cloud Broker to enable the prebuilt integration with TrueSight Operations Management to remediate and service these issues by using Remedy IT Service Management Suite (Remedy ITSM Suite) or BMC Helix ITSM.

After you enable the integration, incidents are created in Smart IT whenever TrueSight Operations Management events are triggered. 

You can view the details of the event in the Smart IT interface and also open the event from the ticket details and activity notes section.

Before you begin

Complete all preconfiguration tasks before you configure the TrueSight Operations Management integration.

To select the integration option for TrueSight Operations Management

  1. Launch BMC Helix Platform by using the URL provided in the email sent to you from BMC, and log in as an administrator.
  2. From the list of applications, select Workspace > Applications > Multi-Cloud Service Management.
  3. To launch BMC Helix Multi-Cloud Broker, on the top-right corner of the page, click Visit Deployed Application.

    Tip

    You can access BMC Helix Multi-Cloud Broker directly by entering the URL https://hostName:portNumber/innovationsuite/index.html#/com.bmc.dsm.mcsm and logging in as a tenant administrator.

  4. To open the configuration page, click Settings.
  5. Select Start Here > Quick Configuration Guide.
    BMC Helix Multi-Cloud Broker lists the features available to you.

6. Select TrueSight Ops Mgmt for PSR to Remedy Incident under Notification, and click Done.

The Configuration Links page displays a list of the common configurations, connectors, flows, and connector targets and processes that you need to configure as described in the next tasks. 

To map TrueSight Operations Management vendor data to ITSM or Smart IT

Configuring vendor data includes setting up a vendor organization and defining vendor mappings for the technology provider. Vendor mapping ensures that your vendor is notified about changes to the ITSM fields by sending updates as a comment to the corresponding vendor ticket.

  1. If you have not already done so, to set up the vendor organizations, on the Configuration Links page, click Manage Vendor Organizations. For instructions, see Performing preconfiguration tasks.

  2. To add or update the vendor mapping, on the Configuration Links page, click Map Vendors.
  3. On the Map Vendors screen, click  to open the Map New Vendor page.

  4. Enter a Description that makes it easy for you to identify the vendor metadata configuration.

  5. Select the Ticketing Technology Provider.
    The Ticketing Technology Provider is the application the vendor uses to manage tickets.

    VendorTicketing Technology Provider
    AmazonAWS
    JIRA SoftwareJIRA
    Salesforce Service CloudService Cloud
    CA Agile CentralAgile Central
    ITSMVendor ITSM
    JIRA Software Service DeskJIRA Service Desk
    Microsoft Azure DevopsAzure DevOps
    Azure MonitorAzure Alerts
    IBM QRadarQRadar
    TrueSight Operations ManagementTrueSight Ops Mgmt for PSR
  6. Click Add Mapping.
    BMC Helix Multi-Cloud Broker displays the default Instance URL, Vendor Field Mapping and Display Field Mapping.

  7. Click Save

 To configure connectors for integrating ITSM and TrueSight Operations Management with BMC Helix Multi-Cloud Broker

For each feature you selected, complete the following procedure for the connectors listed on the Configuration Links page.

  1. To navigate to BMC Helix Integration Service, on the Configuration Links page, click Configure connectors in Integration Studio under Required Common Configurations.
    You must configure the connectors listed for each feature, in addition to the connectors listed under Required Common Configuration.

  2. To enter field values, select a connector, such as ITSM, and click Configuration.
    You might need to click the arrow on the ribbon in the lower section of the screen to open the Configuration pane.

  3. To update the configuration defaults, enter the appropriate field values by referring to the list of connectors at the end of this procedure.
  4. To add or update the user account that is used to access the vendor application, click Accounts.

List of connectors and configuration values for integration with TrueSight Operations Management

Note

You can configure the following connectors based on the type of incident that you want to create:

  • ITSM—Enables integration with ITSM for incident, change, work order, problem, and work log records.
  • ITSM for PSR—Enables integration with ITSM for automated proactive service resolution.


  • Configuration
    If you are integrating BMC Helix Multi-Cloud Broker with an on-premises instance of ITSM, enter the following values:

    FieldValue
    SiteSelect the site that you created for Remedy.
    AR serverEnter the name of your on-premises AR System server.
    AR server portEnter the port number for your on-premises AR System server.
  • Account
    Add a ITSM user account that has permissions to view business service requests and permissions to update incidents, change, or problem requests.


  • Configuration
FieldValue
NameEnter a name for the connector configuration.
DescriptionEnter a description for the connector configuration.
Site

Select the site required to establish a connection between ITSM and BMC Helix Integration Service.

You can either use the default cloud site or create your own site.

Number of instances

Keep the default value (2).

ITSM Url

Enter your ITSM URL.

For example, enter http://[ITSM Server Name]:8008.

  • Account
    Add a ITSM user account that has permissions for viewing business service requests and permissions for updating incidents, change, or problem requests.


  • Configuration
    While activating BMC Helix Multi-Cloud Broker, BMC configures the Multi-Cloud connector. Do not modify the default Multi-Cloud connector configuration.
  • Account
    BMC sets up the account for the Multi-Cloud connector.
    Click to re-authenticate after you have changed the password for your tenant administrator user account in BMC Helix Innovation Studio.
    For information about changing the user password, see Creating or modifying Person data Open link .

  • Configuration
FieldValue
NameEnter a name for the connector configuration.
DescriptionEnter a description for the connector configuration.
Site

Select the site required to establish a connection between BMC TrueSight Operations Management and BMC Helix Integration Service.

You can either use the default cloud site or create your own site.

Number of instancesKeep the default value (2).
TSPS Server URL

Enter the URL of TrueSight Presentation Server that you configured while installing TrueSight Operations Management.

For example, enter https://[TrueSight Presentation Server Name].

TrueSight Data Providers

Enter the hostname of TrueSight Infrastructure Management server that you configured while installing TrueSight Operations Management.

For example, enter [TrueSight Infrastructure Management Server Name].

TrueSight User Realm

If you are using Local User Authentication with Remedy Single Sign-On (Remedy SSO or RSSO), enter the realm name that you are using for the authentication.

TrueSight Tenant

Enter the name of the TrueSight tenant.

If you do not have the tenant name, enter *.

TrueSight Retry CountKeep the default value (5) or enter a new one.
TrueSight Retry IntervalKeep the default value (60000) in milliseconds or enter a new one.
TrueSight Concurrent RequestKeep the default value (10) or enter a new one.
  • Account
    Add a ITSM user account that has permissions for viewing business service requests and permissions for updating incidents, change, or problem requests.


  • Configuration
    To send email notifications for errors, specify values for the following fields:

    FieldValue
    NameEnter a name for the connector configuration.
    SiteSelect the appropriate site for your email server.
    Connection typeSelect the type of connection for your email server.
  • Account
    Add an email account to be used for sending error notifications.

To configure flow triggers and field mappings between ITSM, BMC Helix Multi-Cloud Broker, and TrueSight Operations Management

For each feature you selected, complete this procedure for the flows listed on the Configuration Links page.

  1. To navigate to BMC Helix Integration Service, on the Configuration Links page, click Configure flows in Integration Studio under Required Common Configurations.

    You need to configure the flows listed for each feature, in addition to the flows listed under Required Common Configuration.

  2. To open the flow template page, on the Catalog tab in Integration Studio, click the flow you want to configure.

  3. To create a copy of the flow template, click .


  4. Select the appropriate accounts for the end-point connectors of the selected flow.
    You specify the connector accounts when configuring connectors.
  5. To update the name of the flow that you have copied from the flow template, select My Flow, open the flow that you copied, and update the title.
  6. Specify the trigger Conditions and Field mapping, and click OK.
    For more information about trigger conditions and field mappings, see the list of flows at the end of this procedure.

  7. Click My Flows and select the flow that you created from the flow template.
  8. To verify the target values for the trigger conditions and the field mappings, in the right pane, click Details.

List of flows and configuration values for integration with TrueSight Operations Management


  • Trigger
    Do not modify the trigger condition defined for this flow. The trigger is based on a webhook subscription defined in BMC Helix Platform.

  • Field Mapping

    This flow has a series of subflows. Field mappings are defined for each sub-flow.

    Warning

    Do not modify the Webhook Condition Parameter defined in the field mapping.

    • Flow Target 1 - ITSM for PSR (Create or update incident)

      FieldValue
      Short DescriptionEvent Message
      Created_By
      Note:
      The value of this field is set to BiiARS.
      NA
      Work_Info_DetailsApplication ID is not empty, Class Name equals APM_INCIDENT_EV
      Work_Info_SecureLog
      Note:
      The value of this field is set to Yes.
      NA
      Work_Info_ViewAccess
      Note:
      The value of this field is set to Internal.
      NA
      Work_Info_Source
      Note:
      The value of this field is set to BMC Impact Manager Event.
      NA
      mc_ueidEvent Id
      Status_EventEvent Status
    • Flow Target 2 - ITSM for PSR (Update incident with event information)

      FieldValue
      Short Description Note: The value of the short description is the output of the first action of this flowNA
      mc_ueidEvent Id
      EventPriorityEvent Priority
      EventSource Note: The value of this field is set to BPPM.NA
      EventMoM
      Note:
      The value of this field is set to BPPM.
      NA
      EventSeverityEvent Severity
      EventStatusEvent Status
      Action
      Note:
      The value of this field is set to CREATE_EVENT.
      NA
    • Flow Target 3 - Multi-Cloud (Create incident)

      FieldValue
      SummaryEvent Message
      PriorityEvent Priority
      CompanyITSM Company
      DescriptionEvent Message
      Status
      Note:
      The value of this field is set to New.
      NA
      UrgencyEvent Priority
      ImpactEvent Severity
      Incident Type
      Note:
      The value of this field is set to Infrastructure Event.
      NA
      Reported Source
      Note:
      The value of this field is set to BMC Impact Manager Event.
      NA
      Vendor
      Note:
      The value of this field is set to TrueSight Ops Mgmt for PSR.
      NA
    • Flow Target 4 - Multi-Cloud (Update vendor ticket data)

      FieldValue
      StatusEvent Status
      Vendor Note: The value of this field is set to TrueSight Ops Mgmt for PSR.NA
      Vendor Ticket Properties Note: Do not change the out-of-the-box mappings.NA


  • Trigger

    FieldValue
    Broker Vendor Name The value of this field is set to is not empty.
  • Field Mapping

    Following are the out-of-the-box field mappings:

    FieldValue
    incidentNumberIncident Number
    SummarySummary
    DescriptionNotes
    StatusStatus
    PriorityPriority
    UrgencyUrgency
    ImpactImpact
    CompanyCompany


  • Trigger

    Do not specify any trigger conditions for this flow.

  • Field Mapping

    Following are the out-of-the-box field mappings:

    FieldValue
    Event Classcomponent_id is not empty
    Class Namecomponent_id is not empty
    Cell Namecell_name
    Relation SourceEventId
    Event MC UeidEventId
    Routing IDcell_name
    Routing Typecellname
    Incident Priorityincident_priority
    Incident Status Note: The value of this status is set to Incident_Status.NA


  • Trigger

    FieldValue
    Flow Target Multi-Cloud
  • Field Mapping

    FieldValue
    To
    Enter the email account that will receive the error notification.
    Subject
    Flow Title
    From
    Note:
    The value of this field is set to Integration Service.
    NA

    Note

    You can change the following out-of-the-box field mappings:

    • Subject
    • From

    However, BMC recommends that you retain the existing mappings.

To define connector targets for TrueSight Operations Management integration

BMC preconfigures the out-of-the-box connector targets for all BMC Helix Multi-Cloud Broker features. If you want to update the connector configuration or account information, update the connector target for the feature.

Warning

Do not delete the out-of-the-box connector targets.

  1. To navigate to BMC Helix Platform, in the Configuration Links page, click Configure Connector Targets in Innovation Studio under Required Common Configurations.
    You need to configure the connector targets listed for each feature on the Configuration Links page, in addition to the ones listed under Required Common Configuration.
  2. Click the connector target you want to configure or click to configure a new connector target.
  3. Enter or update the following values and save the configuration.

    FieldInstructions
    NameEnter a unique name for the configuration.
    The name is associated with the process that is related to the connector you are configuring.
    Connector Type

    Select the connector type from the list of connectors available to you in BMC Helix Integration Service.

    Configuration

    Select a configuration from the list.

    For example, if you select qradar as the Connector Type, all the configurations that you have made for qradar are displayed in the Configuration list.

    ProfileSelect a profile. For example, if you select qradar as the Connector Type, all the profiles that you have created for qradar are displayed in the Configuration list.

List of connector targets for integration with TrueSight Operations Management


For the MCSM ITSM connector target, define the connection configuration and profile required by the connector process.


When you complete the configuration for all the components, verify that incidents are created in ITSM to TrueSight Operations Management.

Related topic

Configuring BMC Helix Multi-Cloud Service Management



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