Configuring the integration between BMC Remedyforce and BMC Client Management
To enable staff members to work with BMC Client Management (known before version 12.0 as BMC FootPrints Asset Core) devices in BMC Remedyforce, you must enable the integration between BMC Remedyforce and BMC Client Management on the Remedyforce Administration > Integrations > BMC Client Management Integration Settings page.
Note
Before you enable the integration, you must set up BMC Client Management as a remote site at Setup > Security Controls > Remote Site Settings. You might need to repeat this step only if the URL or port is changed for BMC Client Management.
The following table describes the steps that you must perform to configure the integration between BMC Remedyforce and BMC Client Management.
Configuration | Steps to be performed |
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Whitelist salesforce.com network IP addresses. | For information about whitelisting salesforce.com network IP addresses, see Salesforce Help. |
Set up BMC Client Management as a remote site in BMC Remedyforce. |
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Install a Secure Socket Layer (SSL) certificate on the BMC Client Management server. Important: You must install a Secure Socket Layer (SSL) certificate for the integration to work. Installing the SSL certificate secures the transactions and encrypts the information passing between the BMC Client Management server and BMC Remedyforce. | For instructions about installing the SSL certificate, see Installing an SSL certificate on the BMC Client Management server. |
Ensure that the BMC Client Management Web Service port is accessible over the Internet. Note: BMC recommends that you only provide access to the Salesforce platform by whitelisting the valid Salesforce IP addresses. | Contact your IT system administrator to make the BMC Client Management Web Service port accessible over the internet and whitelist the valid Salesforce IP addresses. |
Enable users to search for and link BMC Client Management devices to incidents or service requests, and to view the severity of incidents created for the alerts and events generated from BMC Client Management. |
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Enable the REST Web API on the BMC Client Management server. Note: You must perform this configuration only if you are integrating with BMC FootPrints Asset Core 11.7 or later and want to use the enhanced UI in BMC Remedyforce. |
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Configure the status mapping to track the progress of operational rules. |
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Configure the BMC Remedyforce external integration on the BMC Client Management server. |
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Configure the BMC Client Management server details in BMC Remedyforce. Note: After you save the BMC Client Management server details, BMC Remedyforce creates the BCM category and its subcategories for events that are received from BMC Client Management. Some of the subcategories that are created in BMC Remedyforce are Database, Inventory, Operational Rule, and Performance. |
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Configure the BCM Processor to run the job that retrieves the latest logs and operational rule statuses from BMC Client Management. |
Note: BMC recommends that you complete mapping the operational rule and task statuses before starting the processor. |
Clear the settings in the BMC Client Management server to request system credentials for remote access. Note: You must perform this configuration only if you are integrating with BMC FootPrints Asset Core 11.7 or later and want to perform direct actions on devices from the enhanced UI in BMC Remedyforce. |
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(Optional) Enable the Validate_BCM_Login validation rule to prevent users from editing the BMC Client Management user name stored in the BCM Login ID field of the After this rule is enabled, users can delete but not edit the user name in the BCM Login ID field. If users delete the user name, BMC Remedyforce displays the BMC Client Management Authentication dialog box when they attempt to perform an action from the BCM Actions menu or start the BMC Client Management console. |
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(Optional) Edit the page layout of the User object to display the BCM Login ID field. |
Note: When first-time users connect to BMC Client Management from BMC Remedyforce, they must enter their BMC Client Management credentials. If the credentials are correct, BMC Remedyforce stores the user name in the BCM Login ID field of the user record. Users are not required to enter their credentials for future connection attempts. For more information, see Integrated authentication for BMC Client Management administrators. |
(Optional) Configure the creation of logs in BMC Remedyforce for all actions that are performed on BMC Client Management devices. | Select the Enable logs for all actions performed on devices check box. If you do not enable the enhanced UI, logs are created only for the Remote Control and Audit Now actions. However, if you enable the enhanced UI, logs are also created for the following direct actions:
Note: Logs for operational rules are generated even if you do not select this option. |
Installing an SSL certificate on the BMC Client Management server
To secure the transactions and encrypt the information passing between the BMC Client Management server and BMC Remedyforce, you must install a Secure Socket Layer (SSL) certificate on the BMC Client Management server. For more information about SSL, see http://en.wikipedia.org/wiki/Secure_Sockets_Layer.
If your organization already has an SSL certificate, you can use it or you can purchase an SSL certificate from an SSL vendor such as Go Daddy (http://www.godaddy.com/ssl/ssl-certificates.aspx) or Symantec (http://www.symantec.com/theme.jsp?themeid=ssl-information-center). For more information, see http://wiki.developerforce.com/page/Outbound_Messaging_SSL_CA_Certificates.
After preparing the certificate request by creating a private key and Certificate Signing Request (CSR), you must purchase the SSL certificate. After you purchase the SSL certificate, you are ready to install it.
Note
If you are integrating BMC Client Management (known before version 12.0 as BMC FootPrints Asset Core) onPremise, you must install an SSL certificate for the integration to work.
If you are integrating with BMC Client Management OnDemand, installing an SSL certificate is not required.
To install an SSL certificate on the BMC Client Management server
- Start the BMC Client Management console from the CMDB Manager in BMC Remedyforce.
- Navigate to Global Settings > External Integration > Web Service Configuration.
- Click the Properties toolbar icon.
- Select the Enable Web Service check box.
- In the Web Service Port field, type the number of the port on which the web service should run.
- In the Web Service Thread Count field, type the number of threads that may be handled simultaneously.
- Click OK.
- To create a private key and CSR, perform the following actions:
- Click the Prepare Certificate Request toolbar icon.
- In the Prepare Certificate Request window, enter the following details:
- Domain Name
- Organization
- Department
- City
- State/Province
- Country
- Private Key Password
- Click Save Private Key.
- Browse to the location at which you want to save the private key.
BMC recommends that you save the private key in the same folder in which you saved the SSL certificate. - Click Save.
- In the Prepare Certificate Request window, click Save CSR.
- Browse to the location at which you want to save the CSR.
BMC recommends that you save the CSR in the same folder in which you saved the SSL certificate and the private key - Click Save, and then click Close.
- Provide the private key and CSR to an SSL vendor and purchase the SSL certificate from the vendor.
- Click Install the certificate.
- In the Give a name to your certificate field, type a name for your certificate.
- In the Root Certificate section, click Browse to browse to the location at which the root certificate is located, and open the root certificate file.
Some certificate providers might give you the root and intermediate certificates in one file. You can verify that you have added the correct certificate by clicking Details and viewing the content of the certificate. A root authority is self-signed; therefore, the Issuer and Subject fields must have the same value. - If both certificates are present in one file, delete the content from the ----BEGIN CERTIFICATE-- to the- ---END CERTIFICATE--- markers for the first certificate. Click Details and verify that the Issuer and Subject fields have the same value. If values are different, delete the entire content and again open the root certificate file. Now, delete the content from the ---BEGIN CERTIFICATE--- to the- ---END CERTIFICATE---- markers for the second certificate. Click Details and verify that the Issuer and Subject fields have the same value.
- Click Close.
- In the Intermediate Certificate section, click Browse to browse to the location at which the intermediate certificate is located, and open the intermediate certificate file.
- If both certificates are present in one file, delete the content from the ----BEGIN CERTIFICATE--- to the- ---END CERTIFICATE--- markers for the first certificate. Click Details and verify that the Issuer and Subject fields have different values. If the values are the same, delete the entire content and again open the intermediate certificate file. Now, delete the content from the ---BEGIN CERTIFICATE--- to the- ---END CERTIFICATE---- markers for the second certificate. Click Details and verify that the Issuer and Subject fields have different values.
- In the Final Certificate section, click Browse to browse to the location at which the final certificate is located, and open the final certificate file.
- To view the final certificate, click Details.
- Click Close.
- In the Final Certificate section, click Browse to browse to the location at which the private key is located, and open the private key file. You can verify that the private key has been added by checking for the ---BEGIN RSA PRIVATE KEY--- and ---END RSA PRIVATE KEY---- markers.
- In the Private Key Password field, type the private key password you entered while creating the private key.
- Click Install Certificates.
- In the confirmation dialog box, click Close.
- In the Install Certificate window, click Close.
- Click Refresh. The SSL certificate is installed on the BMC Client Management server. The SSL certificate appears in the Web Service SSL Certificate File attribute.
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