Configuring BMC Remedy ITSM to interact with the artifacts

This topic describes how to configure BMC Remedy ITSM to interact with the artifacts. The installed BMC Remedy ITSM artifacts are described in BMC-Remedy-server-integration-artifacts.

To configure BMC Remedy ITSM to interact with the artifacts

1. Log in to BMC Remedy ITSM using an account with the following permissions:
   • Remedy Administrator
   • Infrastructure Change Config
   • Infrastructure Change Master
   • Incident Config
   • Incident Master
   • Task Administrator
   • Application Config
2. Configure the Command Automation Interface (CAI) – Application Registry for TrueSight Network Automation. The Application Registry registers the Network Automation application for the Task Management System. When a Remedy user creates a Network Change, the integration uses the registry to locate the Network Automation server (that is, by URL).
   
   The system installs a single registry by default, assuming that you have only a single Network Automation server. You must set the Application Name in the registry to BMC Network Automation. The Registry Name should easily identify which Network Automation server (for example, bna-ITOPS-01).
   
   When a Remedy user creates a Change request and saves the Network Task, Remedy will display a list of registered servers by Registry Name. The selected Network Automation server will be notified of the pending Remedy Change request in the Remedy Inbox.
   
   Perform the following steps to update the registry to set the connection information for Network Automation:
   1. On the IT Home page, click Applications and select Administrator Console > Application Administration Console.
   2. In the Application Administration Console, select the Custom Configuration tab.
   3. Select Foundation > Advanced Options > Command Automation Interface – Application Registry.
   4. Double-click Command Automation Interface - Application Registry.
      The Application Registry page appears.
   5. Click New search.
   6. To retrieve the list of Registry Names, select Active from the Status field, and click Search. A list containing Registry Name information appears.
   7. Select BMC Network Automation from the list of Registry Names.

   8. Select the Connection tab, and set the connection information:

      Field	Description
      Access Mode	Set it to Remote.
      Server	Enter the site URL found under Admin > System Parameters in Network Automation. Example: enter the Network Automation computer name https://<machine_name>:443.
      Protocol	Set to Other.
      Port	Leave this field blank.
      Maximum Retries	Set to 3.

   9. Click Save.

3. (Optional) Create the Change Configuration rule for the specified company if it does not already exist.
   
   

   Warning

   For an existing company, ensure that the value of the fields specified in the General tab is set as shown in the following table.

    

   1. Log in to BMC Remedy User.
   2. In the IT Home page, click Applications and select Administrator Console > Application Administration Console.
   3. In the Application Administration Console, select the Custom Configuration tab.
   4. Select Change Management > Advanced Options > Rules.
   5. Double-click Rules. The Change Configuration Rules page appears.
   6. Click New request.
      1. Select the Company option.
      2. Set CHG Rules Status to Enabled.
      3. Select the company from the drop-down list.

      4. Select the General tab, and set the following information:
         
         

         Field	Value
         Default Performance Rating	3
         Action on Scheduled Dates Change	Warning Message
         Business Hours Selection	None
         Assignment Engine Integration	Yes
         Assignment Process Implementer	Change Implementer Assignment - Round Robin
         Assignment Process Manager	Change Manager Assignment - Round Robin
         Assignment Process Coordinator	Change Coordinator Assignment - Round Robin
         Require Service CI Related After Draft	No
         Auto-close	Yes
         Auto-close Days	10
         Enforce Change Dependency	Warning
         Enforce Global Time Segments	None
         Create Service Request on Submit	No
         Enable Task Phase Management	No
         Enforce Task Closure At Each Phase	No

      5. Click Save.