This documentation supports the 1.5 version of Remedy with Smart IT.

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Integrating Smart IT with BMC Client Management: 1.5.01 and later

The BMC Client Management (BCM) integration helps service desk agents and specialists working in Smart IT to resolve issues with BCM-managed assets. With this integration, depending on the level of BCM access, users can perform any or all of the following actions on BMC-managed assets from the asset profile in Smart IT—Asset Details (viewing asset details), Audit Now (performing an audit), Check Connection (pinging a device), Reboot, Shut down, and Wake up.

Smart IT can be integrated with BMC Client Management 12.1 and later versions.

Integration overview

The Smart IT integration with BCM depends upon four main components, described in the following table:

ComponentDescription

BCM – BMC Atrium CMDB integration

The BCM integration with BMC Atrium CMDB supports the Smart IT integration by adding the FPIntegrationID to the BMC.CORE:BMC_BaseElement class. After adding the attribute, the BMC Client Management – BMC Atrium CMDB Integration installer runs a reconciliation job to populate FPIntegrationID with the DeviceID from BCM.

Smart IT checks the value in FPIntegrationID to identify BCM-managed assets. When there is a value in FPIntegrationID, BCM-related menu options appear in the More menu in the Smart IT asset profile.

For more information, see Prerequisites.

BCM web services modules

Smart IT uses the BCM web services REST API to communicate with the BCM server. Both the HTTP Protocol Handler module and Web API module must be loaded on the BCM master server. You can load the modules in Persistent mode (the default) to ensure that the modules are always running, even if the BCM master server restarts.

For more information, see Prerequisites.

BCM properties in SHARE:Application_Properties form

The SHARE:Application_Properties form on the BMC Remedy ITSM server contains the BCMServerUrl property, which identifies the BCM host name and port number that Smart IT uses to integrate with BCM, for example, https://hostname:port. Smart IT supports integration with the BCM master server.

The value you set for BCMServerUrl depends on how BCM is configured:

  • http:// or https:// protocol—Use https:// if BCM is configured for SSL. See Copying SSL certificates.
  • hostname—The name of the BCM master server where the HTTP Protocol Handler module and Web API module are loaded. See Prerequisites.
  • port—Set the port number based on the BCM port number you are using—the default ports (1610/1611) or the integration port (1616). For more information, see CM Ports in the BMC Client Management documentation.

The BCM integration also uses the BCMApiVersion and BCMLanguages properties in the SHARE:Application_Properties form. These properties are for internal use by BMC and they should not be modified.

Note: The values set in this file are reflected after approximate 30 minutes. You can restart the Smart IT server for the updates to be effective immediately. 

BCM login credentials

Smart IT users must provide BCM login credentials to perform BCM actions on assets. For more information, see Providing Smart IT user access to BCM.

Prerequisites

Copying SSL certificates

The Smart IT-BCM integration supports SSL=0, SSL=1, and SSL=2. If BCM is configured for SSL, you must copy the certificate from the BCM master server and import it to the keystore of JRE installed on the Smart IT server.

You can use one of the following methods to import the certificate:

  • (Recommended) By using a keytool, such as KeyStore Explorer:
    1. Download and install KeyStore Explorer from http://www.keystore-explorer.org/downloads.php
    2. Choose Tools > Import Trust Certificate to import the certificate to the keystore and truststore.
  • By using the OpenSSL command line:

Example (keystore import): <JAVA_HOME>\bin\keytool -import -keystore keystore -alias example.com -file signed_certificate_file

Example (trustore import): <JAVA_HOME>\bin\keytool -import -keystore truststore -alias user_name -file certificate_file

Note: Make sure that the alias does not already have an associated key, or you will receive an error.

  • If you are using the default ports (1610/1611) — The certificate is available on the /console service on the BCM master server.

    Open the URL https://BMCServerURL:defaultPort/console on the SmartITServer, so that the JNLP file is downloaded directly to the Smart IT server. If you open the URL from any other machine, you will have to copy the downloaded JNLP file to the Smart IT Server. The console page displayed provides the option to download the required certificate as a jnlp file. Download this file and execute it on the Smart IT server to import the certificate to the Smart IT server keystore.

    The jnlp files can be executed on the SmartITServer directly using the utility which is shipped as part of JRE. For more information on this utility, see the following links:
    http://docs.oracle.com/javase/7/docs/technotes/tools/share/javaws.html
    https://www.java.com/en/download/faq/java_webstart.xml

  • If you are using the integration port (1616) — The required certificate is from a trusted signing authority.
    Obtain a copy of the certificate from the signing authority if you do not have a copy of the certificate that you need to provide to the BCM. Copy the certificate to the SmartIT server and import it in the Smart IT server keystore. Also, in this case you need to make sure that the BMCServerURL property in the SHARE:Application_Properties form is configured with port number 1616.

For more information about SSL in BCM, see Configuring the web service and BMC Client Management and SSL

Specifying the BCM server URL

  1. Log in to BMC Remedy Mid Tier as an administrator.

  2. Open the SHARE:Application_Properties form.
  3. Search for the BCMServerUrl property.
  4. For the Property Value, enter the BCM master server URL and port number, such as https://company.BCMServer.com:1616 or http://company.BCMServer.com:1611
    For more information, see Integration overview

  5. Save the property record.
    Your changes take effect in 30 minutes, after the Smart IT cache refreshes.

    Note

    The other BCM-related properties, BCMApiVersion and BCMLanguages, are for internal use by BMC, and should not be modified. 

Providing Smart IT user access to BCM

Smart IT users must provide BCM login credentials once per Smart IT session. When a Smart IT user opens an asset profile and selects any BCM asset action from the More menu for the first time, a login dialog box appears. After logging in with BCM credentials, the user can then select BCM actions for any BCM-managed asset during the same Smart IT session, without having to log in again. Only actions for which the logged on BCM user has permissions are enabled.

You can provide individual BCM administrator credentials to each Smart IT user who handles BCM-managed assets, or you can optionally create a single BCM administrator account for use by all Smart IT users. To perform BCM actions, Smart IT users must have BCM administrator read access to each asset, as well as appropriate capabilities, such as Device View. 

For more information, see Understanding security componentsViewing inventory details, and Directly accessing a device.

Verifying successful integration

  1. From a ticket in Smart IT, open any related asset that is managed by BMC Client Management, for example a file sharing server.
  2. From the asset profile, choose More > Check Connection.
  3. Log on using your BCM credentials. You should be able to successfully ping the server.
  4. Then choose More > Reboot.
  5. After a few moments, check the connection again, and verify that the device is responding. 
    The reboot and ping actions are recorded in the Activity feed.

Troubleshooting the integration

The following table provides information about troubleshooting the Smart IT integration with BCM.

IssueCause(s)Solution(s)
No BMC actions appear under the More menu on the asset profile.
  1. The asset does not have an FPIntegrationID value.
  2. The BCMServerUrl property in the Share:Application_Properties form is empty.
  1. Run the installer to integrate BCM with BMC Atrium CMDB.
  2. Set the BCMServerUrl value.

An SSL handshake exception occurs when the user tries to log in to BCM after selecting an action under the More menu.

The BCM server certificate for the configured port is not installed on the Smart IT server.Install the BCM certificate on the Smart IT server.
A Not Found error occurs when the user tries to log in to BCM after selecting an action under the More menu.The web services modules are not loaded on the BCM server.Load the web services modules on the BCM server.

Related topic

Resolving tickets with the help of Client Management actions: 1.5.01 and later

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