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Integrating Change Management installed on Remote ITSM

You can integrate BMC Cloud Lifecycle Management with supported versions of BMC Change Management installed on a remote ITSM server (Remote ITSM). 

Note

  • The supported versions of BMC Remedy Change Management that you can integrate are 7.6.04 SP1, 8.0, and 8.1.01. But the following instructions apply to the 8.1.01 version.
  • Remote ITSM is sometimes called Corporate ITSM, Corporate Change, Corporate AR, or Remote AR. Within BMC Cloud Lifecycle Management, Remote ITSM describes installation of non-CLM AR System.
  • The same ITSM foundation data (for example, Company, People and related data) should exist on both the Remote ITSM server and the Cloud Portal and Database server. For more information, see the procedures documented in Using-DSO-to-integrate-brownfield-Corporate-AR-and-CLM-AR.

Integrating Change Management with CLM specifically lets you transfer, for example, change requests that need approval from Remote ITSM to the Cloud Portal and Database server. 

Change Management ports and data flow process overview when transferring change requests

When you integrate BMC Cloud Lifecycle Management with Remote ITSM, the following diagram illustrates the ports and data flow used when change requests are transferred from the Remote ITSM server to the Cloud Portal and Database server (as shown below):

  1. Mid Tier running on port 8080 in the cloud environment creates and closes the change requests on the Remote ITSM server on port 46262.
  2. After the change request is approved, Remote ITSM server on port 46262 uses DSO to transfer the data related to the task information to the Cloud Portal and Database server on port 46200.

RemoteChange_Integration_PortInfo.jpg

Before you begin

To install a new remote ITSM server for a fresh 4.0 integration with BMC Cloud Lifecycle Management, use the following steps:

  1. Copy the ARSystem, AtriumCore, AtriumIntegrator, and the ITSM folders from the install planner Applications folder, and then unzip the installers into a local folder. 

    Tip

    To save time, copy only the installers needed for your environment, for example, only the Windows installers, not the Linux.  

  2. Manually install all the applications in the following sequence:

    Note

    Because you are not using the cloud install planner (intended to shield you from much of the complexity of an ITSM installation), use the standalone application instructions to perform the installations. The cloud planning spreadsheet will still be useful to you when performing these installations. Your previous experience installing Cloud Portal and Database will also prove valuable.


    1. Install the AR System servers.
      You install three components – the main AR System server, the Email Engine, and the Flashboards server. 

      Note

      For best results, do not install the Mid Tier on the same computer where you installed the BMC Remedy AR System server. This also avoids potential conflicts with the Tomcat server that you will be installing with the BMC Atrium Core products. You also do not need to install the AR System clients. Use the Mid Tier and the clients that you already installed with BMC Cloud Lifecycle Management. 

      For more information, see Installing BMC Remedy AR System on the 8.1 BMC Remedy IT Service Management Suite documentation portal. 

    2. To connect to the new AR System server, configure the Mid Tier you already installed with BMC Cloud Lifecycle Management (that is, the Mid Tier that is running on the BMC AR System – Cloud Portal and Database host). In the BMC Remedy Mid Tier - Configuration Tool, add the new server to the list of AR System servers.
      You might need to flush the Mid Tier cache and the browser cache before you can access the new server.  
    3. Log on to the new AR System server with the Mid Tier.
      The following screenshot illustrates how you now can access both AR System servers in the Mid Tier. 
      ITSMHome.jpg 

    4. License the AR System server and then apply the required application licenses by selecting AR System Administration > AR System Administration Console > System > General > Add or Remove Licenses.
      To install BMC Change Management, you must apply AR Server, AR User Fixed, AR Distributed Server, BMC:Change Mgmt Application, BMC:Change Mgmt Dashboard Application, BMC:Change Mgmt User Fixed, BMC:Financial Mgmt Application, and BMC:Financial Mgmt User Fixed licenses to the server. 

      Tip

      Add only one license key per application, but add enough user licenses for the various BMC Remedy ITSM applications that you are using. You must add the required licenses to the AR System server before you start installing any BMC application. Make sure that both servers have the same number of user licenses. You might see problems in unrelated areas of functionality (for example, Quick Start) if the AR Servers have a different number of AR User Fixed licenses.

      For more information, see Activating application licenses. 

    5. Install BMC Atrium CMDB, Atrium Core Web Services, and Web Services Registry.
      Do not install BMC Atrium Integration Engine (AIE). 
      For more information, see Installing BMC Atrium Core on the 8.1 BMC Remedy IT Service Management Suite documentation portal. 
    6. Install the Atrium Integrator server.
      For more information, see Installing Atrium Integrator server on the 8.1 BMC Remedy IT Service Management Suite documentation portal.  
    7. Use the BMC Remedy ITSM Suite installer to install the BMC Change Management application.
      You can install additional applications as needed, if you apply the appropriate ITSM licenses to the AR System server before you start installation.
      For more information, see Installing BMC Remedy IT Service Management on the 8.1 BMC Remedy IT Service Management Suite documentation portal.   
    8. Take a snapshot of your Remote ITSM and Cloud Portal and Database installations so that you can quickly recover if you make a mistake or if you encounter an error. 

    9. In the BMC Remedy Mid Tier - Configuration Tool, temporarily change the Preference Server, Data Visualization Module Server, Homepage Server, and Authentication Server to the remote ITSM host. Flush the Mid Tier cache and the browser cache before you log on.

      Note

      If you do not temporarily change these Mid Tier, you might see connection errors later when you try to access the Change Console. Revert to the original Mid Tier settings when you finish.

  3. Before installing the extensions, verify the following information on Remote ITSM:
    1. Log on to Remote ITSM as Demo.

    2. Open the Application Administration Console, and review that the ITSM Foundation data for organizations, locations, people, and so on exists. 

      Note

      To view ITSM Foundation data as the Demo user, you might need to re-apply Demo's permissions and log on a second time to Remote ITSM. 

    3. In the IT Home page, select Applications > Change Management > Change Management Console to verify that BMC Change Management application was correctly installed on Remote ITSM.
      You should be able to access the Change Console.
      ChangeConsole.jpg 
  4. Revert the Preference Server, Data Visualization Module Server, Homepage Server, and Authentication Server on the Mid Tier back to the Cloud Portal and Database host.

To enable DSO on Cloud Portal and Database

Use the following steps to enable DSO on the Cloud Portal and Database host. For more information, see Enabling-DSO-on-an-AR-System-server in the BMC AR System documentation portal.

  1. Open armonitor.conf or armonitor.cfg, uncomment the dsoj entry, and then save your changes.

    "C:\Program Files\Java\jre7\bin\java" -Xmx512m -classpath "C:\Program Files\BMC Software\ARSystem\dsoj;C:\Program Files\BMC Software\ARSystem\dsoj
    \ardsoj81_build001.jar;C:\Program Files\BMC Software\ARSystem\arserver\api\lib\arapi81_build001.jar;C:\Program Files\BMC Software\ARSystem
    \arserver\api\lib\arcmnapp81_build001.jar;C:\Program Files\BMC Software\ARSystem\arserver\api\lib\arutil81_build001.jar"
    com.bmc.arsys.dsoj.DSOServer  -i "C:\Program Files\BMC Software\ARSystem" -m

    In Windows, armonitor.cfg is located in C:\Program Files\BMC Software\ARSystem\Conf. 
    If the dsoj entry is already uncommented, you can ignore this step.

  2. Restart the AR System server.

To enable DSO on Remote ITSM

Use the following steps to enable DSO on Remote ITSM. For more information, see Enabling-DSO-on-an-AR-System-server in the BMC AR System documentation portal.

  1. Add an AR Distributed Server license to the Remote ITSM server.

  2. Open armonitor.conf or armonitor.cfg, uncomment the dsoj entry, and then save your changes.

    "C:\Program Files\Java\jre7\bin\java" -Xmx512m -classpath "C:\Program Files\BMC Software\ARSystem\dsoj;C:\Program Files\BMC Software\ARSystem\dsoj
    \ardsoj81_build001.jar;C:\Program Files\BMC Software\ARSystem\arserver\api\lib\arapi81_build001.jar;C:\Program Files\BMC Software\ARSystem
    \arserver\api\lib\arcmnapp81_build001.jar;C:\Program Files\BMC Software\ARSystem\arserver\api\lib\arutil81_build001.jar"
    com.bmc.arsys.dsoj.DSOServer  -i "C:\Program Files\BMC Software\ARSystem" -m

    In Windows, armonitor.cfg is located in C:\Program Files\BMC Software\ARSystem\Conf. 
    If the dsoj entry is already uncommented, you can ignore this step.

  3. Restart the AR System server.

To install the clm integration on Cloud Portal and Database

In these steps, you are running the AtriumCoreMaintenanceTool to install the clm extension on Cloud Portal and Database.

  1. Browse to <clm_install_dir>\BMC Software\AtriumCore\atriumcore.
  2. Run AtriumCoreMaintenanceTool.
  3. Click the Configuration tab and then click the Run Extensions tab.
    RunExtensions2.png
  4. Browse to the path of the clm ExtensionLoader.xml file, and then select it.
    For example:
    C:\Program Files\BMC Software\BMCCloudLifeCycleManagement\Cloud_DB\extensions\corporate_integration\change\clm
  5. Click Next. 
  6. Enter the Cloud Portal and Database server details, and then click Next.
    RunExtensions.png 
  7. Click Run to execute the XML file.
    Run.png 
  8. Verify that the remote change integration passed, and then click Done to exit the maintenance tool.
    WizardCompleted.png 
  9. Open the SHARE:Application_Properties form and search for Remote Change Integration in the Property Value field to verify the following entry:
    RemoteChangeIntegrationPropValue1.png 

  10. Verify that the following objects are deployed on Cloud Portal and Database:

    Type

    Name

    Parent form

    Details

    Filter

    CMF:FilterPlugin_Task_PushRemoteData

    CMF:FilterPlugin-Task-Remote

    Trigger: Data is DSOed from Remote ITSM.
    Action: FilterPlugin parameters are pushed for current request are pushed on "CMF:FilterPlugin-Task"

    Form

    CMF:FilterPlugin-Task-Remote

    Not applicable

    Saves the FilterPlugin parameters so that the Cloud task is restarted after change is approved remotely. This form is available on both Remote ITSM and Cloud Portal and Database.

    Form

    CMF:RemoteARServerDetails

    Not applicable

    UI form to update the Remote AR Server details where Change Management is installed.

    Active link

    CMF:CRP:UpdateRemoteARServerDetails

    CMF:RemoteARServerDetails

    Pushes the data related to Remote AR Server details from CMF:RemoteARServerDetails to CMF:PluginConfiguration form.

    The following data is imported:

    ARX file

    Form

    Details

    CMF_PluginConfiguration

    CMF:PluginConfiguration

    Following parameters are created:

    REMOTE_AR_SERVER
    REMOTE_AR_SERVER_USER
    REMOTE_AR_SERVER_PORT
    REMOTE_AR_SERVER_PASSWORD
    REMOTE_AR_SERVER_TIMEOUT

    clmchg_sysmenuitems_9

    SYS:Menu Items

    Following Change Policy menu items are created:

    Audit-only Change
    Pre-Authorized Change

    Change Approval Required

    040-Change_CSM_DistributedLogicalMapping

    Distributed Logical Mapping

    Following DSO Logical Mapping is created:

    CHGCRP-DESTINATION-SERVER

      

To install the corporate extension on Remote ITSM

In these steps, you are installing the corporate extension on Remote ITSM.

  1. Copy the BMC-CLM folder from the Applications folder to Remote ITSM.
    For example:
    C:\BMC-CLM\Windows
  2. Unzip Installer.zip and navigate to <Installer>\Disk1\files.
  3. Unzip Cloud_DB.zip and navigate to change\corporate extensions.
    For example:
    \<unzip_folder>\Cloud_DB\extensions\corporate_integration\change\corporate
  4. Run the extension installer:
    1. Browse to <change_install_dir>\BMC Software\AtriumCore\atriumcore.
    2. Run AtriumCoreMaintenanceTool.
    3. Click the Configuration tab and then click the Run Extensions tab.
      RunExtensionsRemoteITSM.png
    4. Browse to the path of the clm ExtensionLoader.xml file that you just downloaded and unzipped, and then select it.
      For example:
      \<unzip_folder>\Windows\Installer\Disk1\files\Cloud_DB\extensions\corporate_integration\change\corporate
    5. Click Next. 
    6. Enter the remote ITSM server details, and then click Next.
      RunExtensionsRemoteITSM2.png 
    7. Click Run to execute the XML file.
      RunRemoteITSM.png 
    8. Verify that the remote change integration passed, and then click Done to exit the maintenance tool.
      SuccessRemoteITSM.png 
    9. Open the SHARE:Application_Properties form on Remote ITSM, and search for Remote Change Corporate Integration in the Property Value field to verify the following entry:
      RemoteChangeCorporateIntegration1.png 

  5.  Verify that the following objects are deployed on Remote ITSM: 

    Type

    Name

    Parent form

    Details

    Filter

    INT:CHGCMF:Task_Approve_Remote`!

    TMS:Task

    Trigger: Change Task status is Assigned.
    Action: Populates FilterPlugin parameters on CMF:FilterPlugin-Task-Remote (FltrPlgin Param04 is set to 1).

    Filter

    INT:CHGCMF:Change_Reject_Remote

    CHG:Infrastructure Change

    Trigger: Change status is Rejected.
    Action: Populates FilterPlugin parameters on CMF:FilterPlugin-Task-Remote (FltrPlgin Param04 is set to 0).

    Filter

    INT:CHGCMF:Task_Reject_Remote

    TMS:Task

    Trigger: Change Task status is closed with Status Reason as "Canceled" and Cloud Task Instance ID from TMS:Task form doesn’t match any in the "CMF:FilterPlugin-Task-Remote" form.
    Action: FilterPlugin parameters are pushed for current request are pushed on "CMF:FilterPlugin-Task"

    Filter

    INT:CHGCMF:Task_WIP_Remote

    TMS:Task

    Trigger: Change Task status is Assigned.
    Action: Moves Change Task to "Work In Progress" state.

    Filter

    Corporate:DSO:CMF_FilterPlugin_Task_Remote

    CMF:FilterPlugin-Task-Remote

    Trigger: Data is submitted/pushed in CMF:FilterPlugin-Task-Remote.
    Action: DSO CMF:FilterPlugin-Task-Remote data from Corporate server to CLM EAR

    DSO mapping

    Corporate:DSO:CMF_FilterPlugin_Task_Remote

    CMF:FilterPlugin-Task-Remote

    DSO CMF:FilterPlugin-Task-Remote data from Corporate server to CLM EAR

    Form

    CMF:FilterPlugin-Task-Remote

    Not applicable

    Saves the FilterPlugin parameters so that the Cloud task is restarted after change is approved remotely. This form is available on both Corporate ITSM and Cloud EAR.

     

    The following data is imported:

    ARX file

    Form

    Details

    1_VISProcessFlow

    VIS:ProcessFlow

    Not applicable

    2_VISStatus_Stage_Flow

    VIS:Status_Stage_Flow

    Not applicable

    3_APRSYS-Approval Definition

    APR:SYS-Approval Definition

    Not applicable

    4_CHGTemplate

    CHG:Template

    Following Change Templates are created:

    Cloud Change - Approval Required
    Cloud Change - Audit Only

    Cloud Change - Pre-Approved

    5_CHGTemplateSPGAssoc

    CHG:TemplateSPGAssoc

     

    6_TMSTaskTemplate

    TMS:TaskTemplate

    Following Task Template is created:

    Standard Task

    7_TMSAssociationTemplate

    TMS:AssociationTemplate

     

    8_TMSSummaryData

    TMS:SummaryData

     

    9_clmchg_CTMPeopleTemplatePG_cfg

    CTM:People Template PG

     

    040-Change_CSM_DistributedLogicalMapping

    Distributed Logical Mapping

    Following DSO Logical Mapping is created:

    CHGCLM-DESTINATION-SERVER

Configuring Change Integration

Use the following steps to configure Change Integration on the Cloud Portal and Database and the Remote ITSM hosts.

Before you begin

  1. Create a user on the Remote ITSM server that has Infrastructure Change Submit, Infrastructure Change Viewer, and AR System Administrator permissions.
  2. Make sure that DSO is enabled on the BMC Cloud Portal and Database and the Remote ITSM hosts. 

To configure Change Integration on Cloud Portal and Database

  1. Log on to the Cloud Portal and Database host as an AR System administrator.
  2. In the AR System Administrator Console, choose Server Information > Connection Settings > DSO Server.

  3. Enter the Remote ITSM server details in DSO Server Setting table and the DSO Server Setting Password table.
    ConnectSettings.png 

    Tip

    Open the ar.cfg file and verify that the DSO-Target-Connection: <RemoteITSMServer> <RPC> <Port> setting is added. If not, manually add it and restart the AR System server. 

  4. Open the Distributed Logical Mapping form in New search mode, enter CHGCRP-DESTINATION-SERVER in the Logical Name field, and then click Search.
    1. Enter the Remote ITSM host in the Physical Name field.
      DSOLogicalMapping.png 
    2. Click Save. 
  5. On the Cloud Portal and Database server, open the CMF:RemoteARServerDetails form in New request mode.
    For example:
    http://<MidtierServer>:<MidtierPort>/arsys/forms/<EARServerName>/CMF:RemoteARServerDetails
    RemoteARServer2.png 

  6. Enter the following values to create a new entry, and then click Save.

    Field on CMF:RemoteARServerDetails form

    Values

    REMOTE_AR_SERVER

    Remote ITSM server name on which Change Management Application is installed and configured.

    REMOTE_AR_SERVER_PORT

    Remote ITSM server port, 0 if AR Port Mapper is used.

    REMOTE_AR_SERVER_USER

    User on Remote ITSM server that has Infrastructure Change Submit, Infrastructure Change Viewer, and AR System Administrator permissions.
    RemoteITSMUser.jpg

    REMOTE_AR_SERVER_PASSWORD

    Password for REMOTE_AR_SERVER_USER.

     

  7. After you submit the values, open the CMF:PluginConfiguration form in New search mode, and enter REMOTE_AR_SERVER in the Name field. 
  8. Review the Key/Value pairs to see the updates to the remote change management integration.RemoteIntegrationVerify2.png

  9. Open the SYS:Menu Items form in New search mode to verify all three change templates entries where the Menu Value 1 field value should match the respective change template Instance IDs.
    Enter Change Policy in the Menu Type field, and then click Search. 
    SYSMENU.png
    For example:

    Change type in Menu Label 1

    Menu Value 1 value

    Change Approval Required (maps to Cloud Change - Approval Required)

    ID842B2B080582PLPsTAOS1LAQ0dAA

    Audit-only Change (maps to Cloud Change - Audit Only)

    ID842B2B080582KrXsTAQrdSAQQ9MA

    Pre-Authorized Change (maps to Cloud Change - Pre-Approved)

    ID842B2B080582ZLXsTAk5xTAQaNMA

  10. To enable change integration for operator actions, add required information for the operator action and the change template ID in the CMF:ChangeIntegrationEnablement form.
    CMFChangeIntegrationEnablement.png 

To configure Change Integration on Remote ITSM

  1. Log on to the Remote ITSM host as an AR System administrator.
  2. In the AR System Administrator Console, choose Server Information > Connection Settings > DSO Server.

  3. Enter the Cloud Portal and Database server details in DSO Server Setting table and the DSO Server Setting Password table.
    DSOServer.png 

    Tip

    Open the ar.cfg file and verify that the DSO-Target-Connection: <CloudPortalDatabaseServer> <RPC> <Port> setting is added. If not, manually add it and restart the AR System server. 

  4. Open the Distributed Logical Mapping form in New search mode, enter CHGCLM-DESTINATION-SERVER in the Logical Name field, and then click Search.
    1. Enter the Cloud Portal and Database host in the Physical Name field.
      worddavdd80a3ab145d332387460918d9531ed6.png 
    2. Click Save. 
  5. Log on as a Change Manager and open the Application Administrator Console.
    1. Select Custom Configuration > Change Management > Template.
    2. Verify that the following change templates are imported into the remote host.
      ChangeTemplate.png
      • Cloud Change - Approval Required
      • Cloud Change - Pre-Approved
      • Cloud Change - Audit Only
    3. Click the Task Templates tab and verify that the Standard Cloud Task is integrated with the Cloud Change - Approval Required and Cloud Change - Pre-Approved change templates.
      TaskTemplate.png 
  6. Click the Assignment tab and edit all the change templates to make required changes for approval with the Support Company, Support Organization, Support Group, and change users.
    Assignment.png 
  7. Click the Authoring For Groups tab and edit all the change templates to make required changes for approval with the Support Company, Support Organization, Support Group, and change users.
  8. In the Application Administrator Console, select Custom Configuration > Change Management > Advanced Options > Process Flow Configuration and verify that the Cloud Change Process Lifecycle is imported and Enabled.
    ProcessFlowConfiguration.png 
  9. In the Application Administrator Console, select Custom Configuration  > Foundation > Configure Assignment > Configure Application Assignment and verify the Infrastructure Change Manager and Infrastructure Change Coordinator entries.
    ConfigureAssignment.png 

Troubleshooting

This section describes how to use logging to debug the remote BMC Remedy Change Management integration. 

  1. Log on to the Mid tier configuration page.
    For example: 
    http://<AR_Midtier_hostname>:8080/arsys/shared/config/config.jsp
  2. Click Log Settings.
  3. Under Log Categories. select Data Visualization Module.
    To avoid a performance hit on the server, clear the other categories.
    MidTierConfig.png 
  4. Under Log Level, select Fine.
  5. Under Log Viewer, select File.
  6. Click Save Changes.
  7. Log on to the Mid Tier VM (or use Remote Desktop) and navigate to the <AR_Install_Dir>/midtier/logs/ folder.
  8. For any errors or updates, review the armidtier0.log file.

Where to go next

Configuring-approver-mappings-in-BMC-Change-Management

 

 

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