Artifacts reference for BMC Service Desk Automation run book

This topic describes the artifacts installed by the BMC Atrium Orchestrator Content installer.

Application templates definitions

This topic describes the definitions for the change, incident, and work order application templates that are imported in your BMC Remedy ITSM environment when you install the BMC Service Desk Automation run book.

AO:SDA:Generic Change Template With Task

The following table lists the fields, which are generated with the default values as part of the generic change template with an associated task.

Field	Value	Required
Template Name	AO:SDA:Generic Change Template With Task	Yes
Template Category Tier 1*	AO	Yes
Template Status	1 Enabled	Yes
Change Type	Change	Yes
Company	Calbro Services	Yes
Class	Normal	Yes
Impact	2-Significant/Large	Yes
Urgency	2-High	Yes
Risk Level	Risk Level 1	Yes
Change Environment	Production	Yes
Categorization: Tier 1	BMC Service Desk Automation	Yes
Categorization: Tier 2	Task	Yes
Infrastructure Change Coordinator:Support Company	Calbro Services	Yes
Infrastructure Change Coordinator:Support Organization	IT Support	Yes
Infrastructure Change Coordinator:Support Group Name	Service Desk	Yes
Infrastructure Change Manager:Support Company	Calbro Services	Yes
Infrastructure Change Manager:Support Organization	IT Support	Yes
Infrastructure Change Manager:Support Group Name	Service Desk	Yes
Infrastructure Change Implementer: Support Company	Calbro Services	Yes
Authoring Company	Calbro Services	Yes
Authoring Organization	IT Support	Yes
Authoring Group	Service Desk	Yes
Task Templates	AO:SDA:Generic Task Template	Yes

Note

Infrastructure Change Coordinator and Infrastructure Change Manager fields will be modified based on company policies and assignment rule configuration.

AO:SDA:Generic Incident Template

The following table lists the fields, which are generated with the default values as part of the generic incident template.

Field	Value	Required
Template Name	AO:SDA:Generic Incident Template	Yes
Template Category Tier 1	1004	Yes
Template Category Tier 2	2004	Yes
Template Category Tier 3	3004	Yes
Template Status	1 Enabled	Yes
Summary	AO:SDA:Generic Incident	Yes
Reported Source	Other	Yes
Incident Type	User Service Request	Yes
Status	Assigned	Yes
Impact	3-Moderate/Limited	Yes
Urgency	3-Medium	Yes
Operational Categorization Tier 1	BMC Service Desk Automation	Yes
Assignment : Support Company	Calbro Services	Yes
Assignment : Support Organization	IT Support	Yes
Assignment : Assigned Group	Service Desk	Yes
Assign To Current User	No	No
Authoring Company	Calbro Services	Yes
Authoring Organization	IT Support	Yes
Authoring Group	Service Desk	Yes

AO:SDA:Generic Task Template

The following table lists the fields, which are generated with the default values as part of the generic task template.

Field	Value	Required
Name	AO:SDA:Generic Task Template	Yes
Summary	AO:SDA:Generic Task Template	Yes
Template Category Tier 1	Change Management System	Yes
Type	Manual	Yes
Status	1 Active	Yes
Priority	Low	No
Visible	Yes	No
Task Location: Company	Calbro Services	Yes
Task Location: Region	Americas	Yes
Task Location: Site Group	United States	Yes
Task Location: Site	Boston Support Center	Yes
Operational Categorization Tier 1+	BMC Service Desk Automation	No
Operational Categorization Tier 1	Task	No
Assignment: Assignee Company	Calbro Services	Yes
Assignment: Process Name	Task Assignment Round Robin	No
Assignment: Assignee Organization	IT Support	No
Assignment: Assignee Group	Service Desk	No
Assignment: Notify Assignee	Yes	No

AO:SDA:Generic Work Order Template

The following table lists the fields, which are generated with the default values as part of the generic work order template.

Field	Value	Required
Company	Calbro Services	Yes
Template Name	AO:SDA:Generic Work Order Template	Yes
Summary	BMC Service Desk Automation Work Order	Yes
Work Order Type	General	Yes
Status	1 Enabled	Yes
Location: Company	Calbro Services	Yes
Location: Region	Americas	Yes
Location: Site Group	United States	Yes
Location: Site	Boston Support Center	Yes
Operational Categorization Tier 1	BMC Service Desk Automation	No
Assignment: Request Manager: Support Company	Calbro Services	Yes
Assignment: Request Manager: Support Organization	IT Support	Yes
Assignment: Request Manager: Support Group Name	Service Desk	Yes

Filter definitions

Filters are triggered on certain application events. Filters populate data on the source forms and then push data from the source forms to the NTE:SYS-NT Process Control form for processing. One or more notification filters can trigger a notification event.

This topic describes the filters that are imported in your BMC Remedy ITSM environment when you install the BMC Service Desk Automation run book.

The following table defines each of the filter and how it is used in BMC Service Desk Automation run book.

File Name\Filter Name	Qualification	Action	Notes
AO-SDA-CHG InfrastructureChange Notify_Scheduled.def AO:SDA: CHGInfrastructureChange Notify_Scheduled_5__c	If the status of the Change ticket is Scheduled and Operational Categorization Tier 1 is BMC Service Desk Automation and Operational Categorization Tier 2 is not equal to Task	Notify the Orchestration user	The notification generates an alert to be processed by BAO. For the notification format, see Notification Format.
AO-SDA-CHG InfrastructureChange ToTask.def AO:SDA: CHGInfrastructureChange ToTask_Scheduled_9__c	If the status of the Change ticket is Scheduled and Operational Categorization Tier 1 is BMC Service Desk Automation and Operational Categorization Tier 2 is equal toTask	Push values to the associated Task	Description, Detailed Description, ServiceCI values are pushed to the task whose Operational Categorization Tier 1 is BMC Service Desk Automation and Operational Categorization Tier 2 is equal to Task.
AO-SDA-CHG InfrastructureChange ToWorkLog.def AO:SDA:CHG InfrastructureChange ToWorkLog_9__c	If change status isScheduled and Operational Categorization Tier 1 is BMC Service Desk Automation and Created_from_flag is equal to Request	Create a new entry in the CHG:WorkLogform	Copies values required by the fulfillment task into the field DetailedDescriptionof the work log. This action is used to consolidate all the required data for the fulfillment task in one field. Secure Work Log field is set to true View Access field is set toPublic. This enables notes field to be populated back to the service request activity log. Note: This action is used for both cases where the change is associated with a task and not.
AO-SDA-HPD HelpDeskNotify _Assigned.def AO:SDA: HPDHelpDeskNotify _Assigned_5__c	If incident status is Assigned and Operational Categorization Tier 1 is BMC Service Desk Automation and Operational Categorization Tier 2 is not equal to Task	Notify the user Orchestration	The notification generates an Alert to be processed by BAO. For the notification format, see Notification Format.
AO-SDA-HPD HelpDeskToTask.def AO:SDA:HPDHelpDesk ToTask_Assigned_9__c	If incident status isAssigned and Operational Categorization Tier 1 is BMC Service Desk Automation and Operational Categorization Tier 2 is equal toTask	Push values to the associated Task	Description, Detailed Description, ServiceCI values are pushed to the task whose Operational Categorization Tier 1 is BMC Service Desk Automation and Operational Categorization Tier 2 is equal to Task.
AO-SDA-HPD HelpDeskToWorkLog.def AO:SDA: HPDHelpDesk ToHPDWorkLog_9__c	If incident status isAssigned and Operational Categorization Tier 1 is BMC Service Desk Automation and Created_from_flag is equal to Request	Create a new entry in the HPD:WorkLog form	Copies values required by the fulfillment task into the field DetailedDescriptionof work log. This action is used to consolidate all the required data for the fulfillment task in one field. Secure Work Log field is set to true View Access field is set toPublic. This enables notes field to be populated back to the service request activity log. Note: This action is used for both cases where the incident is associated with a task and not.
AO-SDA-TMS TaskNotify_Assigned.def AO:SDA:TMSTaskNotify_ Assigned_9__c	If task status isAssigned and Operational Categorization Tier 1 is BMC Service Desk Automation and Operational Categorization Tier 2 is equal toTask	Notify the user Orchestration	The notification generates an Alert to be processed by BAO. The notification includes aParent Number.
AO-SDA-WOI WorkOrderNotif y_Assigned.def AO:SDA:WOIWorkOrder Notify_Assigned_5__c	If work order status isAssigned and Operational Categorization Tier 1 is BMC Service Desk Automation and Operational Categorization Tier 2 is not equal to Task	Notify the user Orchestration	The notification generates an Alert to be processed by BAO. For the notification format, see Notification Format.
AO-SDA-WOI WorkOrderToTask.def AO:SDA:WorkOrderToTask _Assigned_9__c	If work order status isAssigned and Operational Categorization Tier 1 is BMC Service Desk Automation and Operational Categorization Tier 2 is equal toTask	Push values to the associated Task	Description, Detailed Description, ServiceC values are pushed to task whose Operational Categorization Tier 1 is BMC Service Desk Automation and Operational Categorization Tier 2 is equal to Task.
AO-SDA-WOI WorkOrderToWorkInfo.def AO:SDA: WOIWorkOrder ToWorkInfo_9__c	If work order status is Assigned and Operational Categorization Tier 1 is BMC Service Desk Automation and Created_from_flag is equal to Request	Create a new entry in theWOI:WorkInfo form	Copies values required by the fulfillment task into the field DetailedDescription of work log. This action is used to consolidate all required data for the fulfillment task in one field. Secure Work Log field is set to true View Access field is set toPublic. This enables notes field to be populated back to the service request activity log. Note: This action is used for both cases where the work order is associated with a task and not.
AO-SDA-ServiceCatalog ToServiceCatalogAssoc .def	AO:SDA:ServiceCatalogTo ServiceCatalogAssoc_5__c	If Service Categorization Tier 1 is BMC Service Desk Automation	Enable association between the service catalog entry and the BMC Remedy ITSM applications like Change, Incident, Work Order and Service Request Management.
AO-SDA-TMSTaskTemplate ToTMSSummaryData.def	AO:SDA:TMSTaskTemplateTo TMSSummaryData_5__c	If Task Template is a child to a Parent Template, then, push values of the relationship toTMS:SummaryData form.	Create an entry in theTMS:SummaryData form for the relationship between a task template and its parent template (be it change, incident or work order). Currently, this is valid for only for the change-task template relationship in the context of Service Desk Automation Runbook. This filter is fired only when data is imported using the BMC Atrium Orchestrator installer and the BMC Remedy AR System data import tool and NOT when templates are created manually using the BMC Remedy MidTier.

Operational categories

Operational categories list all the operational services that a typical help desk provides, such as adding a user account and changing a server password.

Each operational category is unique. The following operational categories are installed in BMC Remedy ITSM for the BMC Service Desk Automation run book:

Categorization Tier 1= BMC Service Desk Automation
Categorization Tier 1= BMC Service Desk Automation
Categorization Tier 2= Task

Notification format

The notification filters that are installed when you install BMC Atrium Orchestrator SDA run book generate the notification alert from BMC Remedy ITSM in the following format.

Field	Description	Value	Required
ConfigurationName	Alerts BMC Service Desk Automation run book that the notification is related to an event in BMC Service Request Management. For example, BMC_AR_System	BMC_AR_System	Yes
ServiceType	Alerts BMC Service Desk Automation run book that the notification is meant for a service desk automation fulfillment use case.	Service Desk Automation	Yes
ActionType	Specifies a unique string for each fulfillment use case. For example, Unlock Account	A value in AST:BusinessService form in Remedy	Yes
Number	Specifies the ticket number in BMC Remedy Incident Management, Change Management, Work Order Management or Task Management system.	A ticket number	Yes
ParentNumber	Specifies the change, incident, or work order number of the task specified in the "Number" field.	Change, incident or work order number	No
Description	Specifies the description of the ticket.	A description or summary information from the ticket	No
Status	Specifies the status of the ticket. The value is usually Assigned in case of the incident, task and work order tickets and Scheduled in the case of change tickets.	Status value of the ticket	Yes

The following figure shows a sample notification generated by BMC Remedy ITSM for an incident created for the Unlock Account service offering.

ITSM ticket format

When the BMC Service Desk Automation run book receives a notification, it attempts to retrieve details of the ticket from BMC Remedy ITSM. The run book looks up the ticket's work log record and expects the details of the work in the following format.

BMC Service Desk Automation: ServiceType=<serviceCI>,[<name=value>,<name=value>,....]

Text	Description	Required	Static
BMC Service Desk Automation:	The prefix is mandatory. The string distinguishes records related to BMC Service Desk Automation from other records.	Yes	Yes
ServiceType=	This prefix is used to determine the type of fulfillment use case. For example, Service Desk Automation	Yes	Yes
<serviceCI>	Corresponds to the CI name for the business service that is being served by BAO SDA as a fulfillment engine. This is related to an entry in AST:BusinessService form.	Yes	No
*[<name=value>,<name=value>,....]*	This line includes zero or more CSV formatted name=value pairs of information required by specific fulfillment use case. For example, Note: Currently, one cannot add name=value pairs in multiple lines.	No	No