This documentation supports the 2.0 version of Remedy with Smart IT.

To view the latest version, select the version from the Product version menu.

Integrating BMC Remedy ITSM with the Social Server for Smart IT

The information shown on timelines and feeds is uploaded from BMC Remedy IT Service Management (BMC Remedy ITSM) and processed by the Social Server. To import the existing BMC Remedy ITSM data into the Social Server, use the Remedy with Smart IT onboarding utility.

Before you begin

Ensure that MongoDB is installed.

Click the following link to view a quick video about importing Smart IT social data to the BMC Remedy ITSM database.

To run the onboarding utility

  1. Extract the onboarding.zip file from the /SmartIT/SmartITOnboardingTool folder to a local folder on the SmartIT server (for example, c:\utility\).

  2.  Using the parameters listed in the following table, run the onboarding.bat Windows command or onboarding.sh Linux command as shown in this example:

     c:\utility\onboarding.bat -x itsmServer.calbro.com -u Demo -p "Apassword" -t 0 -T 000000000000001 -ssn localhost -ssp 27017 -ssd social -ssdu DBAdmin -ssdp DBPassword -o all


    Parameters for running the onboarding utility

    ParameterDescriptionExample value
    xBMC Remedy ITSM server host name
    itsmServer.calbro.com
    uBMC Remedy ITSM server admin user
    Demo
    pBMC Remedy ITSM server admin user password
    password
    tBMC Remedy ITSM server TCP port
    0
    TTenant ID (example value is the default value)
    000000000000001
    ssnSocial mongodb host name
    localhost
    sspSocial mongodb port
    27017
    ssdSocial mongodb database name (see the installation worksheet for the name of the database specified during Smart IT server installation
    social
    ssdu(Optional) If the database has a user/password set, specify the Social mongodb username
    DBAdmin
    ssdp(Optional) If the database has a user/password set, specify the Social mongodb password
    DBPassword
    d1(Optional) To migrate data from a specific date range, specify the start date in yyyy-mm-dd format
    2014-06-30
    d2(Optional) To migrate data from a specific date range, specify the end date in yyyy-mm-dd format
    2015-05-30
    type(Optional) Type is equivalent to the status in BMC Remedy ITSM. Ticket types to migrate are open, closed, resolved, and completed for change request and workorder. If a value is omitted, the default value of open is used.
    open
    o

    (Optional) Comma-separated list of object types to import are all, incident, user, workorder, request, knowledge, change, userasset, companyasset, and allcsv. If a value is omitted, the default value of all is used. Note that all includes incident, user, workorder, request, knowledge, and change.

    Companyasset imports all assets from a specified company.

    Userasset imports all assets related to people and support groups.

    Allcsv specifies records in CSV files for all record types (incident, user, workorder, request, knowledge, and change).

    all
    csv(Optional) CSV file that specifies the records to import. -o allcsv indicates the folder location containing the CSV files that specify the records to import. Example CSV files are provided with the utility.
    CSV folder
    company(Optional) When you import an object type of companyasset, specify the company name. Assets for that company are migrated.
    Calbro Services
    h(Optional) Use this parameter on its own to display usage help for the onboarding utility.Not applicable
    C(Optional) Chunk size when retrieving from the BMC Remedy ITSM database.No example provided
    info(Optional) Displays information about onboarded records and the approximate time taken to onboard them.Not applicable
    v(Optional) Use this parameter on its own to display the onboarding version number, and exit without migrating data.Not applicable
    mongoAuthMongo DB authentication mechanism (values are PLAIN, MONGODB-CR, SCRAM-SHA-1, MONGODB-X509, GSSAPI)
    worklogSystem (system events like assignment change, status change and priority change)

The relationships between -o (object), -type (open, closed, resolved, or completed), and status are listed in the following table:

-o parameter value-type parameter valuestatus values
request

open

< 6000
closed9000
completed6000
incidentopen0, 1, 2, 3
closed5
resolved4
workorderopen0, 1, 2, 3, 4
closed8
completed5
Note: Cancelled and Rejected are not supported.
knowledgeopenPublished, Draft
closedClosed
changeopenAny value except Closed'or Cancelled
closedClosed
cancelledCancelled
problemopen0, 1, 2, 3, 4, 5
completed6
rejected7
closed8
cancelled9
knownerroropen0, 1, 2, 3
closed4, 5
resolved6
releaseopen1000, 2000, 3000, 3100, 3200, 3300, 3400, 3500, 3600, 4000
closed8000
cancelled7000
rejected5000
completed6000
activityopen10, 20, 30, 40
closed80
cancelled70
completed50

 

Parameter examples

DescriptionExample

Import open records—Imports incidents, work orders, requests, and knowledge articles that have a status of open in BMC Remedy ITSM.

BMC recommends that you run this example the first time you run the onboarding utility.

-x itsmServer.calbro.com -u Demo -p "" -t 0 
-ssn localhost -ssp 27017 -ssd social_db_name
-ssdu DBAdmin -ssdp DBPassword
Import only open incidents and work orders.
-x itsmServer.calbro.com -u Demo -p "" -t 0 
-ssn localhost -ssp 27017 -ssd social_db_name
-ssdu DBAdmin -ssdp DBPassword -o incident, workorder
-type open
Import completed requests.
-x itsmServer.calbro.com -u Demo -p "" -t 0 
-ssn localhost -ssp 27017 -ssd social_db_name
-ssdu DBAdmin -ssdp DBPassword -o request
-type completed
Import assets using a CSV of GUIDs.
-x itsmServer.calbro.com -u Demo -p "" -t 0 
-ssn localhost -ssp 27017 -ssd social_db_name
-ssdu DBAdmin -ssdp DBPassword -o assetcsv
-csv c:\utility\asset.csv

Import open records for a new tenant on a multitenancy system—In this example, incidents, work orders, requests, and knowledge articles for the tenant Calbro IT, with a status of open in BMC Remedy ITSM, are imported.

-x itsmServer.calbro.com -u Demo -p "" -t 0 
-T CalbroIT -ssn localhost -ssp 27017
-ssd social_db_name -ssdu DBAdmin -ssdp DBPassword
Tickets (incidents, work orders, requests, and knowledge articles) can be imported by using a .csv file containing the ticket IDs. The sample is attached to the .csv build folder.
-x itsmServer.calbro.com -u Demo -p "" -t 0 
-ssn localhost -ssp 27017 -ssd social_db_name
-ssdu DBAdmin -ssdp DBPassword -o allcsv
-csv c:\utility\csv\

Tickets (incidents, work orders, requests, and knowledge articles) show information about records and the approximate time taken.

-x itsmServer.calbro.com -u Demo -p "" -t 0 
-ssn localhost -ssp 27017 -ssd social_db_name
-ssdu DBAdmin -ssdp DBPassword -info
Import asset based on company with date range and modifiedUser option
-x <<AR_Server>> -u Demo -p "" -t 0 
-ssn localhost -ssp 27017 -ssd social_db_name
 -ssdu DBAdmin -ssdp DBPassword -o companyasset
 -company "Calbro Services" -d1 "2015-01-01 20:00:00" 
-d2 "2016-09-02 20:00:00" -modifiedUser "Allen"
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