Configuring the ITSM Automation run book


This topic describes how to configure the ITSM Configuration module for the ITSM Automation solution.

Unlike any other TrueSight Orchestration run book, the ITSM Automation run book is not tightly coupled with any IT Service Management system or any endpoint manager. In addition, apart from the Web-Services-adapter, no other TrueSight Orchestration artifacts are installed with the run book.

Hence, to enable the ITSM run book, you must configure the settings that match your environment. In this release, the ITSM Automation run book supports BMC Remedy ITSM only. 

Before you begin

Before configuring the ITSM Configuration module, ensure that a user account is created in BMC Remedy ITSM with permissions to create change requests and task.

You specify the user in the module configuration, which is used to log on to BMC Remedy ITSM while creating change requests. 

Configuring the ITSM Configuration module

  1. Log on to the TrueSight Orchestration Grid Manager.
  2. Go the modules page by clicking the Manage tab; then click Modules.
  3. From the list of the activated modules on the repository, click the BMC-SA-ITSM_Configuration module to open the module configuration.

    1. On the Edit Module Configuration window, use the following table to update the module configuration items.

      Note

      Some of the configuration items contain default values, such as for the urgency mappings, impact mappings, status mappings, and so on. Configuration items that you must configure with the values that match your environment are:

      DEFAULT_TEMPLATE_MAP

      Adapter

      ARUrl

      ARUser

      ARPassword

      ARCommunicationProtocol

      BMC recommends that you do not change the default values for any other configuration item.

      Configuration item

      Description

      Custom values required

      ITSM > BMC_AR_System > ChangeManagement

      Contains the configuration items for BMC Remedy AR System

      -

      DEFAULT_TEMPLATE_MAP

      Contains the mapping for the default templates to be used by the module.

      You must specify the default change and task templates based on which a change request is created in BMC Remedy ITSM.

      If no templates are specified here, the BMC Remedy ITSM default templates available in your environment are used.

      <templateList>
       <template>
      Default Template
      </template>
       <template>Default Template2</template>
       <template>
      Default Template3</template>
       <template>
      Default Template4</template>
      </templateList>

      Yes

      DEFAULT_STATUS

      Specifies the default status to be specified in the change request. Default value: Request For Change

      No

      DEFAULT_DATE_FORMAT

      Specifies the date format for recording dates in the change request. Default value: MMM dd HH:mm:ss z yyyy

      No

      DEFAULT_SUMMARY

      Specifies the default summary to be included in the change request. The summary is helpful while searching for a change request, if needed. Default value: Operator Initiated Change

      No

      URGENCY_MAPPING

      Contains the mapping for the urgency to be assigned to the change request

      <urgency-mapping>
       <values>1-Critical</values>
       <values>2-High</values>
       <values>3-Medium</values>
       <values>4-Low</values>
      </urgency-mapping>

      No

      IMPACT_MAPPING

      Contains the mapping for the impact to be assigned to the change request

      <impact-mapping>
       <values>1-Extensive/Widespread</values>
       <values>2-Significant/Large</values>
       <values>3-Moderate/Limited</values>
       <values>4-Minor/Localized</values>
      </impact-mapping>

      No

      STATUS_MAPPING

      Contains the mapping for the status of the change request

      <status-mapping>
       <values>New</values>
       <values>In Progress</values>
       <values>Completed</values>
       <values>Cancelled</values>
      </status-mapping>

      No

      STATUS_REASON_MAPPING

      Contains the mapping for the status reason for the change request

      <status-reason-mapping>
       <values>Success</values>
       <values>Failed</values>
       <values>To Be Re-Scheduled</values>
      </status-reason-mapping>

      No

      CHANGE_CLASS_MAPPING

      Contains the mapping for the change class for the change request

      <change-class-mapping>
       <values>Emergency</values>
       <values>Expedited</values>
       <values>Latent</values>
       <values>Normal</values>
       <values>No Impact</values>
       <values>Standard</values>
      </change-class-mapping>

      No

      CLASS_REASON_MAPPING

      Contains the mapping for the class reason for the change request

      <class-reason-mapping>
       <values>Customer/business need</values>
       <values>Insufficient lead-time</values>
       <values>Known error correction</values>
       <values>Scheduling conflict</values>
      </class-reason-mapping>

      No

      REASON_FOR_
      CHANGE_MAPPING

      Contains the mapping for the reason for change to be assigned to the change request

      <reason-change-mapping>
       <values>Fix/Repair</values>
       <values>New Functionality</values>
       <values>Maintenance</values>
       <values>Upgrade</values>
       <values>Other</values>
      </reason-change-mapping>

      No

      CHANGE_ENVIRONMENT
      _MAPPING

      Contains the mapping for the change environment for the change request

      <change-environment-mapping>
       <values>Production</values>
       <values>Model Office</values>
       <values>Hot Backup</values>
       <values>Development</values>
      </change-environment-mapping>

      No

      UserDefaults

      Adapter

      Specifies the name of the Web Services adapter used by the workflow processes of the run book. Default value: WebServiceAdapter

      Note

      You must have configured and enabled the Web Services adapter on the Grid. For more information, see Configuring the Web Services adapter.

      Yes

      Version

      Specifies the BMC Remedy AR System version.

      No

      ARUrl

      Specifies the hostname of the BMC Remedy AR Server in the following format: http://<midtier>:8080/arsys/services/ARService?server=<ARServer>

      Note

      Specify the mid-tier URL in an FQDN format.


      Yes

      ARUser

      Specifies the username to log on to BMC Remedy AR System.

      Note

      BMC recommends that you create a user dedicated to the ITSM Automation use cases.

      Ensure that you specify the user name here.

      Yes

      ARPassword

      Species the password that matches the user name. Default value: password

      Yes

      ARCommunicationProtocol

      Specifies the protocol used to communicate with BMC Remedy AR System. Default value: http-rpc

      Yes

      ValidateInputs

      Specifies whether to validate the inputs specified in the workflow request. Default value: true

      No

      CreateChangeInterface

      Default value: CHG_ChangeServiceInterface

      No

      ChangeSource

      Specifies the source from where the change creation is requested. Default value: AO Runbook

      No

      SearchChangeInterface

      Default value: CHG_ChangeOutboundInterface

      No

      Truststore

      Default value: /opt/keystore

      No

      Keystore

      Default value: /opt/keystore

      No

      passphrase

      Default value: passphrase

      No

      ITSM > DEFAULT_TARGET
      _ITSM_TYPE

      Specifies the default ITSM system. Default value: BMC_AR_System

      No

Where to go from here

After successfully configuring the module, you can view the ITSM Automation run book workflows.To understand how the run book is used, see the End-to-end-scenario-using-the-ITSM-Automation-run-book.

 

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