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Using the BMC CLM ITSM Brownfield utility

Important

If you use the method outlined in this topic, be sure to follow each step in the order provided.

With the BMC CLM ITSM Brownfield utility, you can synchronize ITSM Foundation data (Company, Site, Cost Center and People information) from the BMC Remedy ITSM server (also called Corporate ITSM AR server) to the BMC Cloud Lifecycle Management server (CLM AR server). The utility reads the objects related to ITSM Foundation data on the Corporate ITSM AR server. If the objects are already present, the data is merged (for extra fields) and overwritten (for fields already completed and read from ITSM server), or a new object is created. The utility creates a new object on the CLM AR server as if it is creating a new object in BMC Cloud Lifecycle Management server from the Tenant Management Console.

Note

The supported versions of BMC Remedy Change Management that you can integrate are 7.6.04 SP1, 8.0, and 8.1.01.

In BMC Cloud Lifecycle Management 4.6.04, BMC Remedy Change Management 9.1 is also supported.

For a successful integration of BMC Cloud Lifecycle Management and BMC Remedy ITSM 9.1, make sure that you have BMC Cloud Lifecycle Management 4.6.04 and that LDAP/AD is integrated with the CLM AR server and the Corporate ITSM server.

This topic includes the following sections:

Warning

After you synchronize the data using the BMC CLM ITSM Brownfield utility, do not configure or synchronize ITSM data using a DSO approach; otherwise, the data will be corrupted.

Also, take extreme caution when transferring data from the CLM AR server to other systems through DSO.

Highlights of the BMC CLM ITSM Brownfield utility

Some of the highlights of the utility are:

  • Initial Load: When the utility is running for the first time, the initial load of the data is done.
    "Initial load" is all of the previous data in Corporate ITSM. This data will be imported to the CLM AR server when the utility runs for the first time. After the initial load is completed successfully, the utility continues to poll the Corporate ITSM AR server to check for any data updates to the objects based on the time specified in the configuration based on the last run.
  • Data and IDs: The utility reads the parameters of the objects that are preconfigured in the config.properties file. This file can be modified to include more parameters to be read from the Corporate ITSM AR server.
    • Based on the parameter values of objects from the Corporate ITSM AR server, the utility uses Platform Manager APIs to create a new object on the CLM AR server. To synchronize the ITSM Foundation data, the synchronization is not a form-to-form copy at the AR System level (like DSO methodology), but a new object is created based on the inputs read from the Corporate ITSM AR server.

    • Synchronization is based on unique parameters such as Company name, Person login ID, Site name and Cost Center code. (It is not based on the Request ID or Instance ID such as Company ID, People ID, Site ID, or Cost Center Instance ID — the way the DSO methodology works to synchronize ITSM Foundation data.) This difference helps to minimize rejection due to conflicting data or corruption at the object level.

      Warning

      The ID, Request ID, and Instance ID of objects in the CLM AR server and Corporate ITSM AR server may differ because the utility does not copy those IDs. Instead, you should add these IDs to the ms-remedy/config.properties file to synchronize them in BMC Cloud Lifecycle Management.

    • The Request ID, the Instance ID, or the next ID of the data created through the utility continues with what was last ID generated in the CLM AR server.
  • Data existence and management: The utility relies on the Platform Manager APIs, so the integration is at the Platform Manager level, not the AR System level. For successful integration, you should first onboard all of the data from the CLM AR server into BMC Cloud Lifecycle Management so that if conflicts with objects on the Corporate ITSM AR server exist, the utility can compare the data and properly merge or overwrite the data into the CLM AR server.

    For example, Company A is available in the CLM AR server and the Corporate ITSM AR server. If you want to merge or overwrite all of the company's data from the Corporate ITSM AR server into BMC Cloud Lifecycle Management, you must onboard the company in BMC Cloud Lifecycle Management using tenant management or delete the company and its related data from the CLM AR server so that the utility treats the data in Corporate ITSM AR server as new and synchronizes and onboards the data correctly.
  • Selective synchronization: You can selectively transfer data by providing search criteria (similar to advanced search queries in AR System).

  • Data preference: After the CLM AR server and Corporate ITSM server are integrated by using the utility, data on the Corporate ITSM AR server is given a higher preference.

    Warning

    Do not update parameters for any object that will be synchronized from the Corporate ITSM AR server. If you update a parameter in BMC Cloud Lifecycle Management directly, during the next update cycle, the utility will overwrite that parameter with the value in the Corporate ITSM AR server.

  • Cloud roles: The utility supports two use cases for Cloud roles management:
    • Cloud roles to be managed on BMC Cloud Lifecycle Management: No roles would be brought from the Corporate ITSM AR server, and all of the cloud roles management actions and activities for users would be performed on BMC Cloud Lifecycle Management.
    • Cloud roles to be managed on the Corporate ITSM side: Only Cloud roles would be brought from the Corporate ITSM AR server, and all of the cloud roles management actions and activities for users would be performed from the Corporate ITSM AR server. You should not make any changes to the roles on BMC Cloud Lifecycle Management because your updates would be overwritten with what is available on the Corporate ITSM AR server.
  • Company and tenant types: Only companies of type Customer and Operating Company are synchronized in BMC Cloud Lifecycle Management.
  • Deletion of objects: The utility recognizes objects that are marked for soft delete (that is, the object's status is set to Delete). Objects should not be hard deleted before they are marked for soft delete so that the utility can recognize the update to the object. After the change is reflected in BMC Cloud Lifecycle Management, then the object can be hard deleted. If any object needs to be hard deleted and the same needs to be reflected on the CLM AR server, you must manually hard delete the object in BMC Cloud Lifecycle Management. 

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Before you begin

For successful BMC Cloud Lifecycle Management and Corporate ITSM AR server integration, follow these tips before you use the utility:

  • Ensure that you perform the following step for Java 1.8 requirement.
    • Use Bundled JRE : Brownfield Utility will be deployed using Java packaged with the installer (Zulu 1.8).
    • Use External JRE (Oracle) : Brownfield Utility will be deployed using external Oracle JRE (Oracle JRE 1.8). Use this option if you have licensed Oracle JRE available.
    • Use External JRE (Zulu) : Brownfield Utility will be deployed using external Zulu JRE (Zulu 1.8). You can copy <os_platform_type>/<Installer>/Disk1/files/jre to a separate directory and use it during installation.
  • Make sure that the ports that the utility will use are free. The default ports are 5018 and 9095.
  • Verify the communication between Platform Manager, the Corporate ITSM AR server, and the utility server.

Communication flow

CommFlow.png

Data flow

DataFlow.png

  • (Version 4.6.04 and later) For successful integration of BMC Cloud Lifecycle Management and BMC Remedy ITSM 9.1, make sure that LDAP/AD is integrated with the the CLM AR server and Corporate ITSM server.
  • Have the following information ready:
    • Corporate ITSM AR server details — AR System server host name and alias, AR System port, AR System user and password in encrypted format (If the AR System user is not the AR Administrator, the user should not be logged into any other client.)
    • CLM AR server details — CLM Platform Manager URL, cloud administrator user name and password in encrypted format
    • SSL certificate details (if the communication must use https)
  • Determine the polling interval for synchronization.
    The utility continues to poll the Corporate ITSM AR server to check for any data updates to the objects based on the time specified in the configuration based on the last run. The polling interval should be large enough to accommodate the synchronization of all of the object updates completed after the last polling and synchronization.

  • Avoid any data updates to objects during the initial load to avoid any data loss on the CLM AR server.

    Warning about a known issue - DRCLL-81

    While creating people record on corporate ITSM, if a site is created with a country, which is offline in BMC Cloud AR System Server, people record creation is successful. When the Brownfield utility synchronizes this record to BMC Cloud Lifecycle Management, record creation fails due to offline country. The record in CTM:People form is cleaned up but the User record is created and is not cleaned up.

    Workaround: The User record must be manually deleted after updating the Country status. If the record is not deleted manually, the Brownfield utility displays an error message that the record already exists.

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Installing the utility

You must check the files included with the utility and execute the utility to install it.

Files included with the BMC CLM ITSM Brownfield utility

Perform the following steps depending on the version of BMC Cloud Lifecycle Management.

For BMC Cloud Lifecycle Management 4.6.05 and later

You must download the following installers based on your operating system from the BMC Electronic Product Distribution (EPD) site:

  • Microsoft Windows
  • Linux

For BMC Cloud Lifecycle Management 4.6.04 and earlier

The zip files of the latest BMC CLM ITSM Brownfield utility are available at https://communities.bmc.com/docs/DOC-41578. BMC Cloud Lifecycle Management 4.6.03 contained the utility installer, but download and use the latest file from BMC Communities. If the base version is 4.6.03 or later, do not replace the jar files in Platform Manager lib directory.

When you unzip the files, you will see the following file structure:

  • ms-remedy folder, which contains these files:
    • config.properties
    • ms-remedy.jar
  • ms-sync folder, which contains these files:
    • config.properties
    • ms-sync.jar
  • Platform Manager > lib folders (which are not in the 4.6.03 and later zip files). The lib folder contains these files:
    • baseprovider-1.0.0.jar
    • cloudmanager.service-1.0.0.jar
    • dbUtil-1.0.0.jar
    • earprovider-1.0.0.jar
    • uiservice-impl-1.0.0.jar
  • CLMRoles.bat and CLMRoles.sh files, which are used to push the BMC Cloud Lifecycle Management permissions to the Corporate ITSM AR server (Use the appropriate file for your environment.)
  • EULA.txt file
  • ReadMe.txt file
  • start.bat and start.sh files, which are used to start the utility (Use the appropriate file for your environment.)
  • stop.bat and stop.sh files, which are used to stop the utility (Use the appropriate file for your environment.)
  • Version.txt file, which displays the utility's version number

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To execute the Brownfield Utility installer

Perform the following steps depending on the version of BMC Cloud Lifecycle Management.

For BMC Cloud Lifecycle Management 4.6.05 and later

  1. Execute setup.exe or setup.bin from Copied_Directory…\Disk1 location.
  2. Review the license agreement, click I agree to the terms of license agreement, and click Next.
  3. On the Java Information panel, choose the type of Java Runtime Environment (JRE) and click Next. If your platform manager is in https mode, import the platform manager certificate in the selected JRE.
    1. Bundled JRE — Select this option to use the JRE bundled with installer at the Copied_Directory…\Disk1\files\jre location.
    2. External JRE — Select this option to use the System JRE.

  4. In the CLM AR Connection Information panel, enter the following information:
    1. Host Name — Enter the name of the AR host.
    2. Port — Enter the AR Server port number.
    3. User name — Enter the user name of the AR administrator.
    4. Password — Enter the password of the AR administrator.
  5. In the Corporate ITSM Connection Information panel, enter the following information:
    1. Host Name — Enter the name of the corporate ITSM host name
    2. Port — Enter the corporate corporate ITSM port number.
    3. User name — Enter the user name of the corporate ITSM administrator.
    4. Password — Enter the password of the corporate ITSM administrator.
  6. In the CLM Connection Information panel, enter the following information:
    1. PM URL — Enter the Platform Manager URL in an appropriate format. Refer to the hint for the exact format. 
    2. Cloud Admin — Enter the user name of the Platform Manager administrator.
    3. Password — Enter the password of the Platform Manager administrator.
  7. In the Configuration panel, enter the following information:
    1. Where do you want to manage CLM permissions — Choose whether you want to manage permissions on BMC Cloud Lifecycle Management or Corporate ITSM.
    2.  Would you like to schedule utility — Choose whether you want to run utility every time or schedule the run by using cron interval. Select Yes to schedule the utility and choose between the following options:
      1. Custom cron interval
      2. Pre-defined cron interval Select No to run utility every time manually and hide the cron interval options.
    3. Skip initial load — This flag help you to skip the initial data load of foundation data from Corporate ITSM to BMC Cloud Lifecycle Management, when you skip it then it brings all the data modified after the current timestamp otherwise it will bring all the data.
    4. Would you like to go for advance configuration — (Optional) Select Yes to move to Advance Configuration panel.
    5. Log Level —  You can select any one of the following values:
      1. INFO
      2. DEBUG
      3. ERROR
      4. WARNING
    6. Would you like to sync password — Select Yes to bring all password from Corporate ITSM to BMC Cloud Lifecycle Management. Ensure that you read the note given below the option on the screen.
  8. In the Advance Configuration panel, enter the following information:
    1. Company Qualification —  (Optional) Enter a new company qualification or use the already existing one.
    2. Company Qualification —  (Optional) Enter a new company qualification or use the already existing one.
    3. Company Qualification —  (Optional) Enter a new company qualification or use the already existing one.
    4. Company Qualification —  (Optional) Enter a new company qualification or use the already existing one.

    5. Company Qualification —  (Optional) Enter a new company qualification or use the already existing one.

      While configuring your request, if you want to reset the fields back to its default settings, click Reset to Default. 

    6. Netty Server Port— Enter the port number from where the Netty server is installed.
    7. Force Delete User— This option forces the removal of the user account from BMC Cloud Lifecycle Management. All SOIs for the deleted user are assigned to Cloud Administrator.
  9. In the Install Preview panel, review the information and then click Install to start the installation.

  10. The following services or scripts are deployed on the system after brownfield utility installation.

    Microsoft Windows

    BMC CSM Foundation Reader
    BMC CSM Foundation Sync

    Linux

    /opt/bmc/BrownfieldUtility/BrownfieldUtility/brownfieldutility.sh start
    /opt/bmc/BrownfieldUtility/BrownfieldUtility/brownfieldutility.sh stop

For BMC Cloud Lifecycle Management 4.6.04 and earlier

  1. On the server from where you want to execute the utility, extract the following two zip files from https://communities.bmc.com/docs/DOC-41578:

    • CLM_ITSMFoundationSyncUtility_4.6.04.zip
    • CLM_ITSMFoundationSyncUtility_4.6.04_Part2.zip

    Note

    For version 4.6.03, the zip file is in the installer.
    For version 4.6.02, only one file (CLM_ITSMFoundationSyncUtility_4.6.02.zip) is available for download.
    For best results, use the latest 4.6.04 zip files.

  2. For version 4.6.04 and later, copy the ms-sync folder from the unzipped CLM_ITSMFoundationSyncUtility_4.6.04_Part2 folder to the CLM_ITSMFoundationSyncUtility_4.6.04 parent folder.

  3. (Version 4.6.02 only) Copy the version.txt file to PlatformManagerInstallLocation\configuration.

    This file will replace the old version.txt file, which mentions a version number (4.6 or later).

  4. (Version 4.6.02 only) Apply the dbutil-1.0.0.jar, earprovider-1.0.0.jar, baseprovider-1.0.0.jar, cloudmanager.service-1.0.0.jar, and uiservice-impl-1.0.0.jar files.
    1. Stop the Platform Manager service.
    2. Go to the PlatformManagerInstallLocation\lib folder, and create a backup of the jar files you need to replace.
    3. Copy the packaged jars in the extractedLocation\PlatformManager\lib folder to the PlatformManagerInstallLocation\lib folder.
    4. Backup and then delete the PlatformManagerInstallLocation\configuration\org.eclipse.* folders.
    5. Delete the log files from the logs folder. (If required, back up the files before you delete them.)
    6. Start Platform Manager.
  5. Wait until Platform Manager starts successfully.

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Upgrading the utility

New in 4.6.07.001 You must check the files included with the utility and execute the utility to upgrade it. 

Perform the following steps:

  1. Stop the Brownfield services:

    Microsoft Windows

    BMC CSM Foundation Reader
    BMC CSM Foundation Sync

    Linux

    /opt/bmc/BrownfieldUtility/BrownfieldUtility/brownfieldutility.sh stop

  2. Take a back up of the following files:
    1. ms-sync.jar from ms-sync folder
    2. ms-remedy.jar from ms-remedy folder
    3. config.properties file from ms-sync and ms-remedy folder

  3. Download the Brownfield utility installers based on your operating system from the BMC Electronic Product Distribution (EPD) site:
    • Microsoft Windows
    • Linux

  4. Extract the BrownfieldUtility.zip, zip is located under   \<directoryname>\<platformtype>\BrownfieldUtility\Disk1\files.

  5. Copy the following files from  \<directoryname>\<platformtype>\BrownfieldUtility\Disk1\files:
    • ms-sync.jar to <Installation_Directory>\BrownfieldUtility\ms-sync
    • ms-remedy.jar to <Installation_Directory>\BrownfieldUtility\ms-remedy
  6. (For Linux only) Change permission to 755.

  7. Add the clm.1.forceFixedLicense=true parameter at the end of existing config.properties file in the ms-sync folder. The clm.1 value indicates the stack ID of BMC Cloud Lifecycle Management as configured in app.clmid property.
    The default value of clm.1.forceFixedLicense parameter is false.

    If you set the value of the parameter as false, then all the users are issued a license as of the license of Corporate ITSM.

    If you set the value of the clm.1.forceFixedLicense parameter as true, then all the users are issued a fixed user license irrespective of the license type defined on the Corporate ITSM. Also, the number of fixed user license must be equal or more than the number of users exists on Corporate ITSM.

  8. Update the Java path:
    1. Check Java requirements under Pre-requisites section.
    2. Delete <Installation_Directory>/jre and replace it with JRE under /<directoryname>/<os_platform_type>/BrownfieldUtility/Disk1/files.

    3. Perform the following step depending on the operating system.

      Microsoft Windows

      Update HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Apache Software Foundation\Procrun 2.0\BMC-CSM-Foundation-Reader\Parameters\Java Update HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Apache Software Foundation\Procrun 2.0\BMC-CSM-Foundation-Sync\Parameters\Java

      Linux

      Update <Installation_Directory>/BrownfieldUtility/setenv.sh and execute it.

  9. Start the Platform Manager service.
  10. Start the Brownfield services.

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Configuration files

The ms-remedy and ms-sync folders each contain a different config.properties file. These two files contain configurable parameters for synchronization.

ms-remedy/config.properties

The config.properties file in the ms-remedy folder contains parameters to configure the details about the Remedy sync server, ITSM AR server, CLM sync process, and the specific parameters of foundation data forms.

The file includes many parameters. For a complete list, see Parameters-in-config-properties-file-in-ms-remedy.

You can configure additional parameters if you want to sync their values. For example, for Contactype of People, you might add something like this:

remedy.1.ctm_people.260141102=260141102

For Category of Company, you might add something like this:

remedy.1.com_company.260100001=260000001.

If you sync selective data, you can set qualifications, for example:

remedy.1.company_qual='1000000001' LIKE "%New_Comp8%"

ms-sync/config.properties

The config.properties file in the ms-sync folder is used to configure details about the sync server, interval, and Remedy sync server.

The default time poll interval is 6 hours:

 clm.1.repeatinterval=0 0 0/6 1/1 * ? *

See http://www.cronmaker.com/ for more information about configuring the poll interval.

The config.properties file includes many other parameters. For a complete list, see Parameters-in-config-properties-file-in-ms-sync.

Note

For BMC Cloud Lifecycle Management 4.6.04 and later, if the Corporate ITSM server is version 9.1 and if the clm.1.syncpassword parameter is set to true in the config.properties file in the ms-sync folder, the BMC CLM ITSM Brownfield utility will set the incorrect password for the respective user in BMC Cloud Lifecycle Management, and the authentication will fail. For ITSM Foundation data synchronization to work successfully from a Corporate ITSM 9.1 server to BMC Cloud Lifecycle Management, set clm.1.syncpassword to false, and make sure that both servers are already integrated with LDAP/AD.

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Managing cloud roles on the Corporate ITSM AR server

To manage cloud roles (Cloud Admin, Cloud Organization Admin, Cloud End User) on the Corporate ITSM AR server, you must create the required roles, groups, and system menu items on the Corporate ITSM AR server. Complete the following steps to do this (these steps are similar to using arx files to import):

  1. Verify that the user who is configured in the ms-remedy/config.properties file is an AR Administrator user.
  2. (Applicable only for BMC Cloud Lifecycle Management 4.6.04 and earlier) Run CLMRoles.bat (on Windows) or CLMRoles.sh (on Linux).
  3. Before or after the initial load, allocate cloud roles to the users on the Corporate ITSM AR server.

Note

By default, if a user has no role when users are synchronized, the user is allocated the Cloud End User role in BMC Cloud Lifecycle Management.

Running the utility

Perform the following steps depending on the version of BMC Cloud Lifecycle Management.

For BMC Cloud Lifecycle Management 4.6.05 and later

Two services are created and you can start and stop these services to start and stop user sync.

Microsoft Windows

BMC CSM Foundation Reader
BMC CSM Foundation Sync

Linux

/opt/bmc/BrownfieldUtility/BrownfieldUtility/brownfieldutility.sh start
/opt/bmc/BrownfieldUtility/BrownfieldUtility/brownfieldutility.sh stop


For BMC Cloud Lifecycle Management 4.6.04 and earlier

To run the BMC CLM ITSM Brownfield utility on Windows:

  1. Open the command prompt on the server where you want to run the utility.
  2. Navigate to the Sync_Utility folder that was unzipped.
  3. Run start.bat.

To run the utility on UNIX:

  1. On the server where you want to run the utility, open the Sync_Utility folder that was unzipped.
  2. Run start.sh.

Two processes are started:

  • One for the Corporate ITSM AR server
  • One for the CLM AR server

When the utility is running for the first time, the initial load of the data is done. The next sync will be executed according to the value set for clm.1.repeatinterval parameter in the config.properties file in the ms-sync folder.

To stop both processes, run stop.bat or stop.sh.

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Indexing users after the initial load

  1. Using a rest client, log in to Platform Manager with Cloud Admin credentials.
  2. Store the Authentication Token to synchronize users.
  3. From the rest client, run the following API call:
    http://CloudPM_HostName:CloudPM_Port/csm/UserView/syncAll

This call is required for indexing the users only after initial load for the first time. During a dynamic synchronization of users, you need not run this call.

Data synchronization

Initial load

If you are synchronizing the ITSM Foundation data for the first time, the BMC CLM ITSM Brownfield utility takes care of the initial load first and then continues with the scheduler for dynamic synchronization. If the clm.1.modified parameter is equal to 0 in the ms-sync/config.properties file, as soon as the utility starts, the initial-load synchronization starts (that is, the utility selects all of the Tenants, Site, Cost Center, and People information for synchronization regardless of when the data was created). The utility synchronizes the data in chunks, so as soon as the chunks are synchronized, the clm.1.modified parameter in ms-sync/config.properties is updated with the current time stamp. During the initial load, only the Active/Enabled records are synchronized.

Before you start the utility, make sure that the parameter clm.1.cronstatus in ms-sync/config.properties is set to true. (For example, the clm.1.repeatinterval parameter in the ms-sync/config.properties file might be set to 0 0 0/6 1/1 * ? *.) Then, after the initial load is completed, the utility will run according to the cron job schedule. For more information about building cron expressions, see http://www.cronmaker.com/.

Data synchronization with the utility works at the Platform Manager level. That is, all of the create, update, and delete operations occur through Platform Manager with respect to Platform Manager objects. The tenants and users are onboarded and offboarded, and they are acted upon only if they are onboarded in BMC Cloud Lifecycle Management.

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How objects are read

Objects read from the Corporate ITSM AR server are created, updated, and deleted on the CLM AR server as follows:

  • Tenants
    • If there is no tenant in BMC Cloud Lifecycle Management, a new tenant (company) is created and onboarded immediately.
    • The following tenant (company) types are created:
      • Customer
      • Operating Company
    • Only tenants with at least one site attached are created.
    • If a tenant is onboarded in BMC Cloud Lifecycle Management, all of the updates to the fields that are configured in the remedy.1.com_company.* parameter in the ms-remedy/config.properties file are reflected on the CLM AR server.
    • If a tenant that is onboarded in BMC Cloud Lifecycle Management is marked Delete in the Corporate ITSM AR server, the tenant will be offboarded from BMC Cloud Lifecycle Management.
    • If a tenant is marked Offline or Obsolete, the same is reflected in BMC Cloud Lifecycle Management, but the tenant is not offboarded from BMC Cloud Lifecycle Management.
  • Site
    • The tenant's primary site is created with the tenant.
    • If a new site is attached to the tenant, the same is created in BMC Cloud Lifecycle Management.
    • If site information is updated, all of the fields configured through the remedy.1.sit_site.* parameter in the ms-remedy/config.properties file are synchronized with the site information in BMC Cloud Lifecycle Management.
    • If a site is marked Delete, Offline, or Obsolete, the same is reflected in BMC Cloud Lifecycle Management.
  • Cost center
    • If cost centers are attached to the tenant, the same is created in BMC Cloud Lifecycle Management.
    • If a new cost center is attached to the tenant, the same is created in BMC Cloud Lifecycle Management.
    • If the cost center information is updated, all the fields configured through the remedy.1.fin_configcostcentersrepository.* parameter in the ms-remedy/config.properties file are synchronized with the cost center information in BMC Cloud Lifecycle Management.
    • If the cost center is marked Delete, Offline, or Obsolete, the same is reflected in BMC Cloud Lifecycle Management.
    • All cost centers are synchronized, but if a user has multiple secondary cost centers, only one is attached to the user.
  • Users (People)
    • All of the People information in the Corporate ITSM AR server is related to the tenant that is synchronized and onboarded in BMC Cloud Lifecycle Management, and the People information is synchronized in BMC Cloud Lifecycle Management.
    • User creation is the same as being created from the Tenant Management workspace, so users are onboarded in BMC Cloud Lifecycle Management automatically.
    • A newly created BMC Cloud Lifecycle Management user gets a Cloud role based on what is assigned to signupRole in the providers.json file. By default, signupRole is the Cloud End User role, which is the role that would be assigned to the user during creation. You should keep the value of signupRole as Cloud End User. If the value is changed to Cloud Admin, the user does not get unrestricted access to all of the tenants.

      After a new cloud user is created in BMC Cloud Lifecycle Management, cloud administrators can change the user role from Tenant management workspace. For example, a Cloud End User role can be changed to Cloud Admin or Cloud Organization Admin.

    • A new BMC Cloud Lifecycle Management user has a fixed license regardless of what license is allocated to the user in the Corporate ITSM AR server. Therefore, the number of fixed licenses in the CLM AR server should be equal to or more than the total number of users in the Corporate ITSM AR server and the existing available users in the CLM AR server, and the licenses should not conflict.

      Information about fixed license from BMC Cloud Lifecycle Management Brownfield Utility 4.6.07.001 onwards

      From BMC CLM ITSM Brownfield Utility 4.6.07.001 onwards, the license type is decided by clm.1.forceFixedLicense parameter. This means, even if you use BMC Cloud Lifecycle Management 4.6.06.001 with BMC CLM ITSM Brownfield Utility 4.6.07.001, the license type is decided by clm.1.forceFixedLicense parameter. For more information about this parameter, see Parameters-in-config-properties-file-in-ms-sync.

    • If the People information is updated, all of the fields configured through the remedy.1.ctm_people.* parameter in the ms-remedy/config.properties file are synchronized with the cost center information in BMC Cloud Lifecycle Management.
    • Apart from People information, information stored in the User form is also read. If there are any updates to User form records, the fields configured through the remedy.1.user.* parameter in the ms-remedy/config.properties file and related to a particular user are updated in BMC Cloud Lifecycle Management.
    • If a user in the People form is marked Delete, the user is offboarded from BMC Cloud Lifecycle Management and is deleted if no SOI is related to that user. To ensure this behavior, the clm.1.forcedelete parameter in the ms-sync/config.properties file should be set to false, the default. (If this parameter is set to true, the user is deleted even if SOIs related to the user are being deleted.)
    • If a user in the People form is marked Offline or Obsolete, the same is also set in BMC Cloud Lifecycle Management, but the user is not offboarded.

Note

To perform a Delete, Obsolete, or Offline operation for Users (People), add the following roles to the superuser (that is, clmsystemuser) in BMC Cloud Lifecycle Management:

  • Contact People Admin
  • Contact Organization Admin

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Selective synchronization

By default, the utility is configured to synchronize all of the data from the Corporate ITSM AR server to the CLM AR server. The following parameters in the ms-remedy/config.properties file define the synchronization criteria for the utility.

Object

Parameter in ms-remedy/config.properties

Description

COM:Company

remedy.1.company_qual='1000000001' LIKE "%"

Search criteria for the Company form based on the Company name

CTM:People

remedy.1.people_qual='4' LIKE "%"

Search criteria for the People form based on the login ID

User

remedy.1.user_qual='101' LIKE "%"

Search criteria for the User form based on the user login  ID

SIT:Site

remedy.1.location_qual='260000001' LIKE "%"

Search criteria for Site Location based on the Site name

Cost Center

remedy.1.costcenter_qual='1000000001' LIKE "%"

Search criteria for Primary Cost Center with any company name based on the cost center code

The following examples show how you might use these parameters:

  • To synchronize Company or Tenant records starting with BMC:
remedy.1.company_qual='1000000001' LIKE "BMC%"
  • To synchronize People records from Company or Tenant records with BMC Software:
remedy.1.company_qual='1000000001' LIKE "BMC Software”
remedy.1.people_qual='4' LIKE "%"

Note

The search criteria should be similar to an advanced search on the AR System form and should retrieve the records. You can verify whether the search criteria syntax is correct on the respective form. For example, for a company or tenant, check if the correct records appear when you run the search criteria (for example, '1000000001' LIKE "BMC%") on the COM:Company form.

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Customizing which fields are synchronized

Through customization in the utility, you can synchronize more fields than what is configured by default in the ms-remedy/config.properties file.

Note

If you are synchronizing data for a custom attribute, make sure that the attribute is present on the Corporate ITSM AR server and the CLM AR server. The field ID/database ID of the field that you want to synchronize should be same on both servers.

To customize which fields are synchronized

  1. Log in to BMC Remedy Developer Studio as an AR System Administrator and open the form that contains the field and you want to add for synchronization.
  2. Retrieve the database ID of the field.
    The field ID for which data must be synchronized from the Corporate ITSM AR server to the CLM AR server should be same.
  3. Stop the utility.
  4. Open the ms-remedy/config.properties file, and add the field's information.
    For example, suppose you want to synchronize the license information of a People record. The field ID for the License Type field is 109. Add the following line to the ms-remedy/config.properties file:
    remedy.1.ctm_people.109=109

Changing the level of log files

Log files are generated in ms-remedy and ms-sync folders. By default, the log level is set to INFO. To change the level to DEBUG, change it in the start.bat or start.sh file.

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Configuring the utility in SSL mode

If you want to configure the BMC CLM ITSM Brownfield in SSL mode, complete the steps in the following procedures. (These steps were verified with a third-party CA certificate that was created by OpenSSL as part of testing.)

Note

If you configure the utility in SSL mode and the JRE is upgraded, make sure that the correct certificates are used and the configuration is set properly; otherwise, the old SSL configuration might be lost if the correct measures are not taken.

To create a CA certificate using OpenSSL

  1. Create folders for keys, certificates, and CSR on the server where Open SSL is installed.
    This categorization will help you organize the keys and certificates files.
  2. Install the latest version of OpenSSL.

  3. Generate a root self-signed CA certificate, for example:

    D:\GnuWin32\workspace>openssl genrsa -out Keys/RootCA.key 1024
    Loading 'screen' into random state - done
    Generating RSA private key, 1024 bit long modulus
    ...............++++++
    ....................................................++++++

    D:\GnuWin32\workspace>openssl req -config d:\GnuWin32\workspace\openSSL.conf -new -x509 -days 365 -key Keys\RootCA.key -out Certificates\RootCA.crt
    Loading 'screen' into random state - done
    You are about to be asked to enter information that will be incorporated
    into your certificate request.
    What you are about to enter is what is called a Distinguished Name or a DN.
    There are quite a few fields but you can leave some blank
    For some fields there will be a default value,
    If you enter '.', the field will be left blank.
    -----
    Country Name []:IN
    State Name []:MAHA
    Locality []:PUN
    Organization Name []:BMC
    Organizational Unit Name []:CDL
    Common Name []:CLM
    Email Address []:clm.bmc.com

    Now, you have a RootCA.crt CA certificate, which is used for authority.

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To configure the Remedy process in SSL mode 

  1. On the server where the BMC CLM ITSM Brownfield utility is installed, configure the Remedy process in SSL mode as follows:

    C:\server1\jre1.8.0_73\bin>keytool.exe -genkey -alias remedyclient -keyalg RSA -keysize 1024 -keypass changeit -storepass changeit -keystore c:\server1\remedyclient.jks
    C:\{{code language="none"}}
    server1
    {{/code}}    \jre1.8.0_73\bin>keytool.exe -certreq -keyalg RSA -alias remedyclient -file c:\server1\remedyclient.csr -keystore c:\server1\remedyclient.jks
  2. Copy the remedyclient.csr file where the Root CA is installed.
  3. Create a certificate for the Remedy process: 

    C:\{{code language="none"}}
    server1
    {{/code}}    \OpenSSL>openssl x509 -req -days 365 -in CSR\remedyclient.csr -CA Certificates\RootCA.crt -CAkey Keys\RootCA.key -set_serial 01 -out Certificates\remedyclient.crt
    Loading 'screen' into random state - done
    Signature ok
    subject=/C=in/ST=maha/L=pun/O=bmc/OU=clm/CN=localhost
    Getting CA Private Key
    unable to write 'random state'
  4. Copy the remedyclient.crt file and RootCA.crt file to the server where the utility is installed, and run these commands:

    C:\{{code language="none"}}
    server1
    {{/code}}    \jre1.8.0_73\bin>keytool.exe -import -keystore c:\server1\jre1.8.0_73\lib\security\cacerts -alias remedyclient -trustcacerts -file c:\server1\remedyclient.crt
    C:\{{code language="none"}}
    server1
    {{/code}}    \jre1.8.0_73\bin>keytool.exe -import -keystore c:\server1\remedyclient.jks -file c:\server1\remedyclient.crt

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To configure the sync process in SSL mode

  1. On the server where the BMC CLM ITSM Brownfield utility is installed, configure the sync process in SSL mode:

    C:\{{code language="none"}}
    server1
    {{/code}}    \jre1.8.0_73\bin>keytool.exe -genkey -alias syncclient -keyalg RSA -keysize 1024 -keypass changeit -storepass changeit -keystore c:\server1\syncclient.jks
    C:\{{code language="none"}}
    server1
    {{/code}}    \jre1.8.0_73\bin>keytool.exe -certreq -keyalg RSA -alias syncclient -file c:\server1\syncclient.csr -keystore c:\server1\syncclient.jks
  2. Copy the syncclient.csr file where you have Root CA installed.
  3. Create certificate for sync process:

    C:\server1\OpenSSL>openssl x509 -req -days 365 -in CSR\syncclient.csr -CA Certificates\RootCA.crt -CAkey Keys\RootCA.key -set_serial 01 -out Certificates\syncclient.crt
    Loading 'screen' into random state - done
    Signature ok
    subject=/C=in/ST=maha/L=pun/O=bmc/OU=clm/CN=localhost
    Getting CA Private Key
    unable to write 'random state'
  4. Copy the syncclient.crt file and RootCA.crt file to the server where the utility is installed, and run these commands:

    C:\server1\jre1.8.0_73\bin>keytool.exe -import -keystore c:\server1\jre1.8.0_73\lib\security\cacerts -alias syncclient -trustcacerts -file c:\server1\syncclient.crt
    C:\server1\jre1.8.0_73\bin>keytool.exe -import -keystore c:\server1\syncclient.jks -file c:\server1\syncclient.crt

    With these commands, both processes will be in SSL mode and will able to communicate to each other. (Even if you set the app.syncvalidatecert flag to true, both processes can still validate the certificate during communication.)
  5. (Optional) If you want to communicate this utility (sync process in SSL mode) to Platform Manager in SSL mode, perform these steps:
    1. Copy the keystore file on Platform Manager (from the PlatformManagerInstallDir/security/keystore folder) to the  server where the BMC CLM ITSM Brownfield utility is installed.

    2. Run the following command to import the keystore file into the BMC CLM ITSM Brownfield utility's sync process.

      C:\server1\jre1.8.0_73\bin>keytool.exe -importkeystore -srckeystore c:\keystore -destkeystore c:\server1\jre1.8.0_73\lib\security\cacerts -srcstoretype JKS -deststoretype JKS -srcstorepass changeit -deststorepass changeit

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Troubleshooting

If you have issues with the BMC CLM ITSM Brownfield utility, review the following tips.

Issue

Solution or workaround

For managing roles on the CLM AR server, the Cloud administrator does not have unrestricted access.

Use the Tenant management workspace in BMC Cloud Lifecycle Management to give the Cloud Admin role to the cloud administrator. (Do not use the People form on the Application Administration Console.)

The Cloud Admin and Cloud Organization Admin roles cannot perform their respective tasks.

If the roles are managed in BMC Cloud Lifecycle Management, perform the updates for the roles in the Tenant management workspace in BMC Cloud Lifecycle Management, not the People form on the Application Administration Console.

The same login ID is used in two different tenants.

The user with a login ID that is the same on the external ITSM should overwrite the user in BMC Cloud Lifecycle Management even though the user belongs to two different tenants.

Not all tenants are synchronized in BMC Cloud Lifecycle Management.

Only Companies of type Customer and Operating Company are synchronized.

The sync process does not start.

Verify the syntax for the URL of Platform Manager.

I cannot sync all of the users.

Verify that you have enough user licenses on the CLM AR server to accommodate all of the users on Corporate ITSM AR server.

I cannot launch the utility.

  1. Verify that the Java 1.8 path is set in the PATH variable, and confirm the version by executing the java –version command to check if it actually displays Java 1.8 as the version.
  2. Verify that the .bat file or .sh files were not changed.
    1. Verify the Corporate ITSM AR server and Platform Manager are reachable from the utility and that the configuration details such as host name, port, and user details are correct
    2. Verify that the passwords are correctly encrypted. (For help, contact BMC Support.)

During synchronization, one of the nodes (for example, PM/AR/Corp ITSM) goes down, and the data is not completely synchronized.

Try one of these workarounds:

  • If the number of non-synchronized records is minimal, while the utility is still running, update the records that were not synchronized so that the same records will be picked for synchronization again.
  • If many records were not synchronized, stop the utility and run it again. Before running it again, confirm that the following parameters are set as follows:
    • clm.1.modified=0
    • clm.1.cronstatus=true

When you rerun the utility, as part of initial load, all of the data will be synchronized.

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Related topics

Parameters-in-config-properties-file-in-ms-remedy

Parameters-in-config-properties-file-in-ms-sync