Configuring the BMC Service Desk Automation module

This topic describes the configuration setting for the BMC Service Desk Automation module, which is a part of the BMC Service Desk Automation run book.

The BMC Service Desk Automation module only supports BMC Remedy ITSM, BMC Service Request Management, and BMC MyIT. The module configuration contains default configuration for the Unlock Account use case. You can add configuration items to the module to add multiple use cases that match your requirement.

To view the module configuration

Using BMC Atrium Orchestrator Development Studio Project Navigator, open the BMC Service Desk Automation module, and double-click configuration.
You can add or update the configuration to match your requirements

Consult the following table to view the configuration details.

BMC Service Desk Automation module configuration

Configuration group/ Configuration item	Configuration elements	Description
Adapters
AR_System	AdapterName	Specify the name of the adapter in your environment. The default name of the adapter is ARSAdapter.
	Target	Contains the following child elements: host: Specifies the fully qualified host name or IP address of the BMC Remedy AR System server. Example: pun-abc-123456.bmc.com Port: Specifies the remote connection port number. In the absence of this element, a default value of 0 is assigned. This default causes the BMC Remedy AR System to use its default TCP/IP port number. UserName: Specifies the user name to be used to connect to the BMC Remedy AR System server. Password: Specifies the password that corresponds to the <user-name> specified.
FulfillmentIntegrations
ActiveDirectory	ConnectionDetails	Contains the connection details for Microsoft Active Directory
	LoggingAndCategorizations	Contains the following elements: Logging: EnableLogging: Specify as true to enable log generation. Categories: EnableCategorization: Specify true to enable categorization. TBD: For each kind of fulfillment target, there can be one or more categories. In the case of an active directory, it could be "create-account" or "unlock-account". Authorization: EnableAuthorization: Default value is false.
Defaults	RequestResponseTemplate	Specifies the default template in which the requests and responses will be generated. Click here to view the RequestResponseTemplate <bao-process-data> <metadata> <!-- Target server name or IP Address and port information --> <target-name /> <!-- Request type, like 'Reset Password' or 'Unlock Account' --> <request-type /> <!-- Indicates data type of the response data. Supported values: text/xml --> <data-type /> <!-- success or failure --> <status /> <!-- Runbook specific error code, in case of failure --> <error-code /> <!-- Summary error text, in case of failure --> <error-summary /> <!-- Detailed error text, in case of failure --> <error-detail /> <!-- Resolution text, in case of failure --> <resolution-steps /> <!-- Time taken to fulfill the request, success or failure --> <time-taken-seconds /> <!-- location of any external log file or record --> <log-info /> </metadata> <!-- Contains data to be updated by a process. Should represent name/value pairs, where tag name is the field name to be updated and value is the new value --> <request-data /> <!-- Details of the response from the target server --> <response-data /> </bao-process-data>
FulfillmentEventSource	JMSEventDetails	Contains the following elements: Default_Adapter_Name: Specifies the name of the adapter. Valid value: JMSActorAdapter Default_Destination: Specifies the default destination for the JMS event. Valid value: dynamicQueues/sda
	RemedyEventDetails	Contains the following elements: Alert_Source: BMC Service Desk Automation Runbook Alert_User: Orchestration Default_Adapter_Name: ARSAdapter ID: 2
	DefaultInvocationEventType	Specifies the default invocation event type to be used for invoking the events Valid values: Remedy (default), JMS Warning Note By default, remedy event alerts BMC Atrium Orchestrator about the service request. JMS alerts can be used to invoke the fullfilment of the use case.
FulfillmentType	Account Management > Unlock Account	Contains the configuration for the Unlock Account use case
	Default_WorkInfo_ Failure_Details_Text	Specifies the text to be updated in the WorkInfo field if the use case fails For example: There was a problem unlocking the requested account. Details -
	Default_WorkInfo_ Complete_Details_Text	Specifies the text to be updated in the WorkInfo field if the use case is executed successfully For example: Requested account unlocked successfully.
	UnlockCommand	Specifies the XML used to define the options to be passed for unlocking the account. For example: <unlock-account> <command>net user</command> <options> <option> <key>/Active:</key> <value>yes</value> </option> </options> </unlock-account>
	TicketType	Specifies the type of ticket raised for the Unock Account use case Default value: Incident
ITSMIntegrations
AR_System	ChangeManagement	Contains the configuration mappings for the Change Management module in the BMC Remedy AR System. For a detailed list of configuration values and mappings, see Change Management configuration item.
	IncidentManagement	Contains the configuration mappings for the Incident Management module in the BMC Remedy AR System. For a detailed list of configuration values and mappings, see Incident Management configuration item.
	TaskManagement	Contains the configuration mappings for the Task Management module in the BMC Remedy AR System. For a detailed list of configuration values and mappings, see Task Management configuration item.
	WorkOrder	Contains the configuration mappings for the BMC Service Request Management system. For a detailed list of configuration values and mappings, see Work Order Management configuration item

Incident Management configuration item

To configure the Incident Management configuration item, consult the following table.

Configuration item	Value
Enabled	Specify true to enable the incident management module
Template_Name	Specifies the name of the template used to create the incident Default value: AO:SDA:Generic Incident Template
Default_Status	Specifies the default status to be assigned to the incident Default value: Assigned
Default_Impact	Specifies the default impact to be assigned to the incident Default value: 3-Moderate/Limited
Default_Reported_Source	Systems Management
Default_Status_Reason	Specifies the default status reason to be assigned to the incident Default value: Infrastructure Change
Default_Urgency	Specifies the urgency to be assigned to the incident Default value: 3-Medium
Default_Service_Type	Specifies the service type to be assigned to the incident Default value: Infrastructure Event
Default_WorkInfo_Type	Specifies the workinfo type to be assigned to the incident Default value: Working Log
Default_WorkInfo_SecureLog	Specifies whether to save the logs in a secure mode (SH:??) Default value: No
Default_WorkInfo_ViewAccess	Public
Default_Workinfo_Summary_Prefix	Specifies the prefix to be appended to the work info summary for the incident Default value: BMC automated fulfillment process update
Schema_Name	Specifies the schema name for the incident Default value: HPD:IncidentInterface
Default_Progress_Status	Specifies the default status of the ticket Default value: In Progress
Default_Status_Reason_Summary	Specifies the default summary for the status reason Default value: Temporary Corrective Action
Default_Close_Status_Reason	Specifies the default status to be added when the ticket is closed Default value: No Further Action Required
Default_Failed_Status_Reason	Specifies the default status to be added when the workflow fails Default value: Fulfillment process failed
Default_Success_Status	Specifies the default success status Default value: Closed
Default_Failed_Status	Specifies the default failed status Default value: Failed
Create_Change	Default value: True
Validate_Incident_Template	Default value: False

Change Management configuration item

To configure the Change Management configuration item, consult the following table.

Configuration item	Value
Enabled	Specify true to enable the change management module
Change_Template_Name	Specify Service Request Change Template Default value: AO:SDA:Generic Change Template With Task
Default_Change_Assignee	Specify the name of the person to be assigned the change Default value: Orchestration
Default_Change_Type	Specify the type of the change Default value: Change
Default_Status	Specify the default status to be assigned to the change Default value: Scheduled
Default_Impact	Specifies the default impact to be assigned to the change Default value: 3-Moderate/Limited
Default_Risk_Level	Specifies the default risk level to be assigned to the change Default value: Risk Level 2
Default_Urgency	Specifies the urgency assigned to the change Default value: 3-Medium
Default_Timing	Specifies the default timing for the change Default value: Normal
Schema_Name	Specifies the schema name for the change Default value: CHG:Infrastructure Change
Default_WorkInfo_Type	Specifies the default work info to be added to the change request Default value: General Information
Default_WorkInfo_SecureLog	Default value: No
Default_WorkInfo_ViewAccess	Default value: Public
Default_Workinfo_Summary_Prefix	Specifies the prefix to be attached to the change request summary Default value: BMC automated fulfillment process update
Default_Progress_Status	Specifies the status for the change request when the change is in progress Default value: Implementation In Progress
Default_Status_Reason_Summary	Specifies the summary for the change request Default value: Temporary Corrective Action
Default_Change_Workinfo_Summary_Prefix	Default value: BMC automated fulfillment process update
Default_Change_Description	Specifies the description in the change request Default value: This is default change description.
Default_Authorization_Status	Default value: Request For Authorization
Default_First_Name	Specifies the first name to be added to the change request Default value: Orchestration
Default_Last_Name	Specifies the last name to be added to the change request Default value: Admin
Default_Phone_Number	Specifies the phone number in the change request Default value: 1111111111
Default_Company_Location	Specifies the location of the company for the change request Default value: Calbro Services
Validate_Change_Template	Default value: False

Task Management configuration item

To configure the Task Management configuration item, consult the following table.

Configuration item	Value
Default_Communication_Source	Specifies the communication source Default value: Email
Default_Completed_Status	Default value: Closed
Default_Notes	Default value: Task in progress
Default_Progress_Status	Default value: Work in Progress
Default_WorkInfo_SecureLog	Default value: No
Default_WorkInfo_Type	Default value: General Information
Default_WorkInfo_ViewAccess	Default value: Internal
Default_WorkInfo_Summary_Prefix	Default value: BMC automated fulfillment process update

Work Order Management configuration item

To configure the Work Order Management configuration item, consult the following table.

Configuration item	Value
Work_Order_Template_Name	Specifies the name of the template to be used for the work order Default value: AO:SDA:Generic Work Order Template
Default_Status	Specifies the default status of the work order Default value: Assigned
Default_Workinfo_Summary_Prefix	Default value: BMC automated fulfillment process update
Default_WorkInfo_Type	Default value: General Information
Default_WorkInfo_SecureLog	Default value: No
Default_WorkInfo_ViewAccess	Default value: Public
Default_Progress_Status	Default value: In Progress
Default_Completed_Status	Default value: Completed
Default_Failed_OR_Rejected_Status	Default value: Rejected
Validate_WorkOrder_Template	Default value: False

Default value: