Integrating with BMC Service Resolution

The BMC Service Resolution solution detects and registers infrastructure incidents and application/service-aware incidents to proactively inform you of issues in the IT environment. For example, when a server is not responding, the Payroll Application is impacted or the Consumer Banking Service is slowing down.

The integration of BMC ProactiveNet Performance Management with BMC Service Resolution enables the BMC ProactiveNet Server to create incidents in BMC Remedy Service Desk based on events in the cell. It adds business context to incidents by enabling bidirectional flow of information between the cell and BMC Remedy Service Desk. 

Setting up the integration for BMC Service Resolution 3.5.x

After you install the ProactiveNet Server 9.6 Fix Pack 1 or later, perform the following steps:

  1. Install BMC Service Resolution 3.5 for BMC Remedy IT Service Management. 
  2. Complete the BMC Service Resolution 3.5 post-installation tasks on BMC Remedy IT Service Management.
  3. Enable BMC Service Resolution 3.5 on the ProactiveNet Server:
    1. Go to the command prompt.
    2. Change the directory to <InstallationDirectory>/integrations/EventIntegrator
    3. Run the it30.bat or it30.sh file with the enablebsr35 command:
      • (Microsoft Windows) it30.bat enablebsr35
      • (UNIX)
        bash it30.sh enablebsr35
    4. Run the following command:
      pw jproperties reload
    5. Clear your browser cache so that the new integration UI after enabling BMC Service Resolution is displayed.
  4. (Windows) Ensure that the BMC ProactiveNet IBRSD service is disabled.
  5. Configure BMC Service Resolution 3.5 on the ProactiveNet Server.
  6. Perform one-click integration validation test on the ProactiveNet Server.

Setting up the integration for BMC Service Resolution 3.0

After you install the ProactiveNet Server, perform the following steps to set up the integration with BMC Service Resolution:

  1. Install BMC Service Resolution 3.0 for BMC Remedy IT Service Management. 
  2. Complete the BMC Service Resolution 3.0 post-installation tasks on BMC Remedy IT Service Management.
  3. Enable BMC Service Resolution 3.0 on the ProactiveNet Server.
  4. (Windows) Ensure that the BMC ProactiveNet IBRSD service is disabled.
  5. Configure BMC Service Resolution 3.0 on the ProactiveNet Server.
  6. Perform one-click integration validation test on the ProactiveNet Server.

Note

To ensure compatibility of BMC Service Resolution 3.0 and 3.0.01 with BMC Remedy ITSM 9.1.00, add the following property under the TraceParametersSrc group in the IBRSD.conf file located at the installationDirectory\pw\integrations\ibrsd\conf directory:
isITSM35Compilient=true

 

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