This documentation supports the 19.08 version of BMC Helix Multi-Cloud Service Management.

Enabling integration with multiple Remedy ITSM instances

BMC Helix Multi-Cloud Service Management enables the management of incidents across multiple instances of Remedy IT Service Management (ITSM) or BMC Helix IT Service Management (ITSM). When a service desk agent creates an incident in your Remedy ITSM instance, BMC Helix Multi-Cloud Service Management creates a corresponding incident with a vendor's instance of Remedy ITSM. Similarly, when an incident is created in a vendor instance of Remedy ITSM, BMC Helix Multi-Cloud Service Management creates a corresponding incident in your Remedy ITSM instance. The trigger conditions that you specify when configuring BMC Helix Multi-Cloud Service Management, define the criteria for incidents to be created in Remedy ITSM.

Before you begin

Complete all pre-configuration tasks before you configure integration with multiple Remedy ITSM instances.

To select the integration option for multiple Remedy ITSM instances

You can use Multi-Cloud to configure features provided for different cloud service providers through its Quick Configuration Guide section.

  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. Select Workspace > Applications > Multi-Cloud Service Management from the list of applications.
  3. To launch BMC Helix Multi-Cloud Service Management, in the top-right corner of the page, click Visit Deployed Application.

    Multi-Cloud URL

    You can access BMC Helix Multi-Cloud Service Management 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 Service Management lists the features available to you.

6. For integration with multiple Remedy ITSM instances, select the following features:

    • Vendor Remedy Incident to Remedy incident under for Ticket Consolidation
    • Remedy Incident to Vendor Remedy Incident under Incident  Brokering

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 vendor data between multiple Remedy ITSM instances

Configuring vendor data content includes setting up a vendor organization and defining vendor mappings for the technology provider. The Configuration Links page provides the links to both options. BMC recommends that you set up the vendor organizations before starting the BMC Helix Multi-Cloud Service Management configuration. For more information about adding vendor organizations, see Performing pre-configuration tasks.

Note

When integrating with multiple instances of Remedy ITSM, you need to create a vendor mapping for each instance of Remedy ITSM.

  1. On the Configuration Links page, click Manage Vendor Organizations under Configure Vendor Remedy ITSM to create or modify a vendor organization, if required.

  2. On the Configuration Links page, click Map Vendors under to add or update the vendor mapping.
    Vendor mapping ensures that your vendor is notified about changes to the Remedy ITSM fields. The updates are sent as a comment to the corresponding vendor ticket.
    1. Click  to open the Map New Vendor page.

       Click here to view image...

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

    3. Select the Ticketing Technology Provider as Vendor Remedy ITSM.

    4. For integration with multiple Remedy ITSM instances, in the Instance Name enter a name that BMC Helix Multi-Cloud Service Management can use to identify each Remedy ITSM instance. 

      The recommended format for an instance name is as follows :
      <name>  instance 1 


      Note

      Use the instance name that you provided when configuring the Connector Process Vendor Remedy ITSM process.

    5. Click Save.

To configure connectors for Remedy ITSM, Multi-Cloud, and Vendor Remedy ITSM

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

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

  2. To enter field values, select the connector such as, Remedy 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 corresponding connectors at the end of this section.
  4. To add details of the user account to be used to access the vendor application, click Accounts.

List of connectors for integration with Remedy ITSM


 Remedy ITSM

  • Configuration
    If you are integrating BMC Helix Multi-Cloud Service Management with an on-premises instance of Remedy ITSM, enter the following values:
FieldValue
Site Select 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 the account of a Remedy ITSM user who has permissions to view business service requests, and to update incidents, change, or problem requests.

Note

If you are integrating with multiple instances of Remedy ITSM, create a configuration for each instance and specify the server details.


 Multi-Cloud

  • Configuration
    During activation 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 your account after you change the password for your tenant administrator account in BMC Helix Innovation Studio.


 SMTP Email

  • 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 use for sending error notifications.

To configure flows between Remedy ITSM, Multi-Cloud, and Vendor Remedy ITSM

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

  1. To navigate to BMC Helix Integration Service, in 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.

     Click here to view the image

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

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

  6. Click My Flows and select the flow that you had created from the flow template.
  7. Click Details in the right pane to verify the target values for the trigger conditions and the field mappings.

List of flows for integration with Remedy ITSM


 Create Brokered Incident

  • Trigger
    Specify the name of the Remedy Business Service for incident brokering in the Service field:. Incidents will not be brokered as expected if you do not specify the Service.

Note

Business Service is the value that you provide when specifying the Technology Provider, while configuring vendor data.

  • Field mappings
    • The following out-of-the-box field mappings should not be changed:
      • Company: Company
      • Service: Service
      • incidentNumber: Incident Number
    • The following out-of-the-box field mappings can be changed required by your organization. However, it is recommended that you retain the existing values.
      • Summary
      • Priority


 Create Incident from Vendor ITSM
  • Trigger
    Retain the values that are available out-of-the-box.
  • Field mapping
    Retain the values that are available out-of-the-box.


 Sync Vendor ITSM Incident
  • Trigger
    Retain the values that are available out-of-the-box.
  • Field mapping
    Retain the values that are available out-of-the-box.


 Sync Vendor ITSM incident worklog
  • Trigger
    Retain the values that are available out-of-the-box.
  • Field mapping
    Retain the values that are available out-of-the-box.


 Sync Vendor ITSM Incident Worklog with Author

Note

This flow is available for Remedy ITSM version 9.1.06 or later

  • Trigger
    Retain the values that are available out-of-the-box.
  • Field mapping
    Retain the values that are available out-of-the-box.


 Create Incident Activity Note

  • Trigger
    Ensure that Shared with Vendor is set to True.
  • Field mappings
    • The following out-of-the-box field mappings should not be changed:
      • post_type: comment#vendor
      • ticketNumber: Incident Number
      • Attachment Object 1.name: Attachment 1 filename
      • Attachment Object 1.content: Attachment 1
      • Attachment Object 2.name: Attachment 2 filename
      • Attachment Object 2.content: Attachment 2
      • Attachment Object 3.name: Attachment 3 filename
      • Attachment Object 3.content: Attachment 3
    • The following out-of-the-box field mappings can be changed as required by your organization. However, BMC recommends that you retain the existing values.
      • text: Notes


 Create Incident Activity Note with Author (Remedy 9.1.06 or later)

  • Trigger
    Ensure that Shared with Vendor is set to True.
  • Field Mapping
    • The following out-of-the-box field mappings should not be changed:
      • post_type: comment#vendor
      • ticketNumber: Incident Number
      • Author: Full name
      • Attachment Object 1.name: Attachment 1 filename
      • Attachment Object 1.content: Attachment 1
      • Attachment Object 2.name: Attachment 2 filename
      • Attachment Object 2.content: Attachment 2
      • Attachment Object 3.name: Attachment 3 filename
      • Attachment Object 3.content: Attachment 3
    • The following out-of-the-box field mappings can be changed as required by your organization. However, BMC recommends that you retain the existing values.
      • text: Notes


Note

For more information about using this flow instead of Create Incident Activity Note, see Updating flows.


 Resolve Incident

  • Trigger
    Specify the name of the Remedy Business Service for incident brokering in the Service field: .

    Note

    Business Service is the value that you provide when specifying the Technology Provider while configuring vendor data.


    Ensure that Status is set to one of the following values:

    • Resolved
    • Closed
    • Cancelled
  • Field mappings
    • The following out-of-the-box field mappings should not be changed:
      • Status: Status
      • incidentNumber: Incident Number


 Send Error Notification

  • Trigger
    Ensure that Flow Target is set to Multi-Cloud.

  • Field mappings
    • In the To field, enter the email account that will receive the error notification.
    • The following out-of-the-box field mappings can be modified; however, BMC recommends that you retain the default values.
      • Subject
      • From

To define connector targets for integration between multiple Remedy ITSM instances

BMC preconfigures the out-of-the-box Connector Targets for all BMC Helix Multi-Cloud Service Management 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.

    FieldDescription
    NameEnter a unique name for the configuration. This name is associated to the process related to the connector you are configuring.
    Connector Type

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

    Configuration

    Based on the connector type selected, the configuration defined for that connector in BMC Helix Integration Studio are listed. Select a configuration from the list.

    ProfileSelect the profile defined for the selected configuration.
  4. You must complete this procedure for all the connector targets listed in the Configuration Links page.

To copy connector processes for each Remedy ITSM instance

When you are integrating with multiple instances of Remedy ITSM, you need to create a copy of the  Connector Process Vendor Remedy ITSM  process for each instance and name them,  Connector Process  Vendor Remedy ITSM  for <instance name> .  You should have created a vendor mapping to include the instance name of the ticketing technology provider for each instance. 

  1. On the Configuration Links page, click Copy processes in Innovation Studio to navigate to BMC Helix Platform for the process configuration.
  2. For each process listed on the Configuration Links page, select it from the Processes list and click Copy. The processes that you need to configure are listed at the end of this section.

    A copy of the process is created, and all the connectors and components of the selected process are displayed.

     Click here to view image...

  3. Enter the name suggested on the Configuration Links page in Name field of the General tab.

  4. Click Save.

You must contact BMC DevOps to setup the connector configuration for the processes that you have created. After saving your updates, complete this procedure for all the Connector Targets listed on the Configuration Links page.


Note

Make a note of the instance name and use the same name for your Remedy ITSM instance when configuring vendor data.

List of connector targets for integration with Remedy ITSM


 Connector Process Remedy ITSM

For the MCSM Remedy ITSM Connector Target, define the connection configuration and profile required by the connector process.


 MCSM Vendor Remedy ITSM

For the vendor Remedy ITSM, define the connection configuration and profile required by the connector process.

To update vendor mapping data

  1. Click  Settings  and navigate to  Configure Vendors > Map Vendors  to complete the field mapping.
  2. Open the vendor mappings you have created while setting up this integration.
  3. Click .
    BMC Helix Multi-Cloud Service Management displays the default Instance URL, Vendor Field Mapping, and Display Field Mapping.
  4. Update the Instance URL with the Remedy instance server name and the port number for the Remedy ITSM instance that you are mapping. This URL represents the URL for connecting with your Remedy ITSM instance.
  5. Click  { }  to open the JSON editor, and modify Vendor Field Mapping and Display Field Mapping to add or delete values.

    • Vendor Field Mapping defines how BMC Helix Multi-Cloud Service Management maps Remedy ITSM fields to vendor ticket fields. 

       Click here to view the image

    • Display Field Mapping defines how vendor ticket fields map to the fields on the BMC Remedy with Smart IT console.

       Click here to view image...

Your vendor is notified about changes to the Remedy ITSM fields only if they are mapped. Remedy ITSM field updates are sent as a comment to the corresponding vendor ticket.

When you complete the configuration for all the components, verify that the incidents are being brokered between the configured Remedy ITSM instances.

Related topic

Configuring BMC Helix Multi-Cloud Service Management



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