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.

TrueSight Operations Management integration reference

BMC Helix Multi-Cloud Broker provides out-of-the-box mappings and application level configurations so that you can create incidents in ITSM from TrueSight Operations Management events. To establish integration with TrueSight Operations Management, you configure the following connectors, flows, and connector targets. You must set up tenant-level configurations.

After you complete the integration, your users can use features, for example, the creation of incidents in ITSM upon receiving of TrueSight Operations Management events, and so on. Each flow in the list of flows is essentially a feature that you can use. Depending upon your use case, you might have to configure multiple flows. BMC Helix Multi-Cloud Broker logically chains the flows and connector processes to complete the feature.

List of connectors for integration with TrueSight Operations Management

You must configure the following connectors when setting up integration with TrueSight Operations Management. These connectors are integration points for the respective applications. For instance, to send the data from BMC Helix Multi-Cloud Broker to TrueSight Operations Management, you must configure a flow from the Multi-Cloud connector to the PSR connector.

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

    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 request.


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

    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 TSOM 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 (TSPS) that you configured while installing TSOM.

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

    TrueSight Data Providers

    Enter the hostname of TrueSight Infrastructure Management (TSIM) server that you configured while installing TSOM.

    For example, enter [TSIM 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.

List of flows for integration with TrueSight Operations Management

When enabling the integration with TrueSight Operations Management, configure the flows the enable the functionality. For example, to create an incident in ITSM from TrueSight Operations Management, you must configure TSOM Event to create ITSM Incident via MCSM flow.

  • 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.

List of connector targets for integration with TrueSight Operations Management

When a ticket is brokered from any vendor to ITSM, the ticket data first comes in BMC Helix Multi-Cloud Broker before being sent to ITSM. To send the data from BMC Helix Multi-Cloud Broker to ITSM, you must configure the MCSM ITSM connector target and set it in the Connector Process ITSM.


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


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