This documentation supports the 20.02 version of BMC Helix Multi-Cloud Service Management.

Enabling prebuilt integration with Azure Monitor

Azure Monitor provides analytics and insights about your cloud and on-premises resources and applications by analyzing telemetry. Azure monitor enables you to configure alerts on multiple Azure resources such as metrics, search queries, log events, website availability and so on.

As a BMC Helix Multi-Cloud Service Management tenant administrator, you can enable integration between BMC Helix Multi-Cloud Service Management and Azure Monitor to create incidents in Remedy ITSM based on the following Azure Alerts:

  • Metric alerts
  • Activity log alerts

After the incident is created in Remedy ITSM, you can attach the affected CI and business service to categorize the incidents.

Example: An incident is created in Remedy ITSM, whenever a virtual machine in Azure has CPU consumption greater than 70% and server response time more than four hours.

Before you begin

Complete all preconfiguration tasks before you configure the Azure Monitor integration.

To select the integration option for Azure Monitor

  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 Service Management, on the top-right corner of the page, click Visit Deployed Application.

    Tip

    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 the notification feature, select Azure Alert 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 Azure Monitor alert data to Remedy ITSM or Remedy with Smart IT

Configuring vendor data includes setting up a vendor organization and defining vendor mappings for the technology provider. The Configuration Links page provides links to both options.

Note

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 preconfiguration tasks.

  1. If you have not done so already, in the Configuration Links page, click Manage Vendor Organizations to create or modify a vendor organization.
  2. To add or update the vendor mapping, in the Configuration Links page, click Map Vendors .
  3. To open the Map New Vendor  page, in the Map Vendors screen, click .
  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. For example, the Ticketing Technology Provider for Azure Monitor is Azure Alerts.
  6. Add or update the Instance name for the provider.
  7. Click Add Mapping .
    BMC Helix Multi-Cloud Service Management displays the default  Instance URL , and  Display Field Mapping .
  8. To add or delete values, click  { }  to open the JSON editor, and modify the field mappings.
    1. Display Field Mapping:  Map vendor ticket fields to the fields on the Smart IT console.

Vendor Specific section for Activity Log type alerts

Vendor Specific section for Metrics type alerts

To configure connectors for integrating Remedy ITSM and Azure Monitor with BMC Helix Multi-Cloud Service Management

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 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 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 Azure Monitor


 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
    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 Remedy ITSM user account that has permissions to view business service requests and permissions to update incidents, change, or problem requests.


 Multi-Cloud

  • Configuration
    While activating BMC Helix Multi-Cloud Service Management, 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 .


 Azure Alerts

  • Configuration
    If you are integrating BMC Helix Multi-Cloud Service Management with Azure Monitor, enter the following values:

    FieldValue
    NameEnter a name for your connector configuration.
    DescriptionEnter a description for your connector configuration.
    Site

    Select the site required to establish a connection between Azure Monitor and BMC Helix Integration Service. You can either use the default cloud site or create your own site.

    Number of instancesRetain the default value.
    WebHook Message TypeSelect Basic or Secure. Select the same type when creating actions on Azure alerts in Microsoft Azure.
    Azure Tenant IdRequired only when you use secure webhook method.
    Application IdRequired only when you use secure webhook method.
    Application ID URIRequired only when you use secure webhook method.


 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 be used for sending error notifications
    .

To configure flow triggers and field mappings between Remedy ITSM, BMC Helix Multi-Cloud Service Management, and Azure Monitor

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 Azure Monitor

The out-of-the-box flow settings are based on common field mappings. You can update the trigger conditions or field mappings.


 Create Incident from Azure Alerts

  • Trigger

    FieldValue
    Alert Type  Metric, Log, or Activity Log
  • Field Mapping

    Do not change the following default field mappings.

    FieldValue
    SummaryMonitoring Service, Monitor Condition and so on
    PriorityMonitoring Service, Monitor Condition and so on
    DescriptionDescription
    UrgencySeverity
    Incident TypeUser Service Restoration
    Vendor Ticket IdShort Alert Id

    Note

    While configuring Create Incident from Azure Alerts flow, you can extract the Azure asset name for which the alert is generated by mapping the LogAffected Configuration Item fields and Metric Condition Dimensions fields in the flow, and by adding transformations for the properties of these fields.


 Send Error Notification

  • 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.


 Update Azure Alert State

  • Trigger

    FieldValue
    Condition is Retain the webhook condition
    Source ID contains Azure Alerts
  • Field Mapping

    The following values are mapped out-of-the-box.

    FieldValue
    Parent Ticket Id source ID
    Alert Id Vendor Ticket Data
    Alert State Status

To define connector targets to enable integration with Azure Monitor

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.

    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 Azure Monitor  


 MCSM Remedy ITSM

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

To configure Azure Alerts webhooks

  1. Log in to Integration Studio.
  2. Search for the Create Incident from Azure Alerts flow.
  3. Copy the WebHook URL value from the flow by clicking the Flow in Use button.
  4. To add a webhook to an action, follow the instructions for a basic webhook or a secure webhook. 
    • To configure a basic webhook, perform the following steps:
      1. In the Webhook panel, set Secure webhook to No.
      2. Paste the WebHook URL from step 3 to URI.
      3. Set Common Alert Schema to Yes.
      4. The following image shows a sample webhook action. 
    • To configure a secure webhook, perform the following steps:
      1. If you have not registered the app, register the app here .
        After you have registered your app, you can find the Object ID in the Overview tab. You will also need Application ID and Tenant ID for configuration in the Azure Alerts connector.
      2. In the Overview tab, copy Object ID of your registered app.
      3. In the Webhook panel, set Secure webhook to Yes.
      4. Paste the Object ID that you copied from the registered app.
      5. Paste the WebHook URL from step 3 to URI.
      6. Set Common Alert Schema to Yes.
        The following image shows a sample webhook action

For more details about Azure Monitor, refer to the Azure Monitor documentation .


When you complete the configuration for all the components, verify that incidents are created in Remedy ITSM based on different Azure Alerts such as Metric alerts and Activity log alerts.

Related topics

Configuring BMC Helix Multi-Cloud Service Management

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