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Using the preconfigured integration for BMC Remedy ITSM

The OA Management modules are preconfigured to integrate with BMC Remedy ITSM. If your site requires a customized integration, use the BMC Remedy ITSM interface templates.

Integration with BMC Remedy ITSM requires you to install the BMC Remedy ITSM Task Management patch and create an OA Management module integration user account. The patch enables the assignment of multiple configuration items to IT Service Management tasks. BMC administrators and developers use this account to manage change and incident tickets in BMC Remedy ITSM. This account must be dedicated to integration application and not used by other users or applications.

  Installing the BMC Remedy ITSM Task Management patch

Note

You must log on using an account that has the following permissions:

  • Remedy Administrator
  • Infrastructure Change Configuration
  • Infrastructure Change Master
  • Incident Configuration
  • Incident Master
  • Task Administrator
  • Task Application Configuration

To install the BMC Remedy ITSM Task Management patch

  1. Download the patch from http://www.bmc.com/support .
  2. Copy the patch file, TMSRelationshipsInterfaceCreate.def, to a temporary directory on the BMC Remedy AR System server.
  3. Log on to the BMC Remedy Administrator console. You must have administrator permissions.
  4. Select the BMC Remedy AR System server on which change and incident tickets will be created.
  5. From the File menu, select Tools > Import Definitions > From Definitions File, and navigate to TMSRelationshipsInterfaceCreate.def.
  6. Click Open.
  7. Click Add All to import all objects.
  8. Select Replace Objects on the Definition Server.
  9. From the Handle Conflicting Types list, select Replace with New Type.
  10. Click Import.
  11. Click Yes to continue with the import.

To create an OA Management modules integration user account

  1. From the BMC Remedy AR System IT home window, click Application Administration Console.
  2. Click Standard Configuration.
  3. From Configuration for Company, select your company.
  4. In Step 4 - People, click Create.
  5. Complete the required fields as follows:
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  6. Click Save.

 

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