Workflows for the ITSM Automation run book

This topic describes the ITSM Automation run book for workflows.

Get ITSM Configuration

The Get ITSM Configuration workflow retrieves the BMC Remedy ITSM configuration values such as the change template list, field enumeration values for change class, change impact, change reason, and change urgency. 

Note

Values are retrieved from the BMC-SA-ITSM_Configuration module configuration. For more information, see Configuring-the-ITSM-Automation-run-book. 

The following figure shows the workflow in TrueSight Orchestration Development Studio.

Get ITSM config.png

Get ITSM Configuration workflow input

Input element

Description

Required

ITSMPlatform

Specifies the ITSM platform for which you want to retrieve the configuration details.

Default value: BMC_AR_System

Conditional; required if not specified in the module configuration

Field Name

Specifies the name of the field on which to run filter query

Field Name is used to uniquely identify the change templates that are to be used to create change tickets later.

No

Field Value

Specifies the value of the field specified name

No

Get ITSM Configuration workflow output

Output element

Description

JSON response

Contains the JSON response for the request

{
   "bao-response": {
       "metadata": {
           "request-type": "Get ITSM Configuration",
           "status": "success"
       },
       "response-data":[ {
           "TemplateList": [
               "Default Template",
               "Default Template2",
               "Default Template3",
               "Default Template4"
            ],
           "ITSMPlatform": "BMC_AR_System",
           "InputParameters": [{
               "values": [
                   "1-Critical",
                   "2-High",
                   "3-Medium",
                   "4-Low"],
               "key": "Urgency"
           }, {
               "values": [
                   "1-Extensive/Widespread",
                   "2-Significant/Large",
                   "3-Moderate/Limited",
                   "4-Minor/Localized"],
               "key": "Impact"
           }, {
               "values": [
                   "Fix/Repair",
                   "New Functionality",
                   "Maintenance",
                   "Upgrade",
                   "Other"],
               "key": "ReasonForChange"
           }, {
               "values": [
                   "Emergency",
                   "Expedited",
                   "Latent", "Normal",
                   "No Impact",
                   "Standard"
                ],
               "key": "ChangeClass"
           }]
       },
       {
           "ITSMPlatform": "Mock_ITSM_Platform"
       }]
   }
}

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Create Change Ticket

The Create Change Ticket workflow create a change request in the BMC Remedy ITSM system. As part of the workflow, a change is created by using the template as specified in the DEFAULT_TEMPLATE_MAP field in the module configuration. 

Note

If no templates are specified in the module configuration, a change request is created by using the default values in BMC Remedy ITSM. 

Any user-specified values override the default values set as part of the change template. By default, when a change is created, a corresponding task is also created. 

This workflow also associates change request with configuration items (CI) in BMC Atrium Configuration Management Database (CMDB). In the response, the change request ID and the task ID are returned. 

The following figure shows the workflow in TrueSight Orchestration Development Studio.

Create Change Ticket.png

Create Change Ticket workflow input

Input

Description

Required

ITSMPlatform

Specifies the ITSM platform where a change request is to be created

Valid value: BMC_AR_System

Note: If no value is specified, the ITSM platform specified in the module configuration is considered as valid.

Conditional; required if not specified in the module configuration

ChangeTemplateName

Specifies the name of the change template based on which a change request is created.

No

CINameList

Specifies a semicolon separated list of target names assigned to the given job.

No

CIReconIDList

Contains a list of Reconciliation IDs of each CI to be associated with the task.

No

CustomerLoginID

Specifies the Customer User ID to be added while creating a change request.

For example, BLAdmin (this user must be created in the ITSM system, in this case, BMC Remedy AR System).

No

CustomerPersonID

Specifies the Customer User ID to be used while creating a change request.

No

Summary

Contains description for the Change Summary field in BMC Remedy AR System.

Conditional; required if not specified in the module configuration

Impact

Specifies the impact to be specified in the change request. Impact is classified as the extent to which the change affects the business.

Valid values for BMC Remedy AR System:

1-Extensive/Widespread
2-Significant/Large
3-Moderate/Limited
4-Minor/Localized

No

Urgency

Specifies the urgency to be assigned to the change request. Urgency reflects how quickly a change must be implemented, or the time available to reduce the impact of the change on the business.

Valid values for BMC Remedy AR System:

1-Critical
2-High
3-Medium
4-Low

No

ChangeClass

Contains the values for the ChangeClass

Valid values for BMC Remedy AR System:

  • Emergency
  • Expedited
  • Latent
  • Normal
  • No Impact
  • Standard

No

ChangeClassReason

Contains the values for the ChangeClass of the change

Valid values for BMC Remedy AR System:
1. Customer/business need
2. Insufficient lead-time
3. Known error correction
4. Scheduling conflict

No

ReasonForChange

Contains the reason to be specified in the change request

Valid values for BMC Remedy AR System:
1. Fix/Repair
2. New Functionality
3. Maintenance
4. Upgrade
5. Other

No

ChangeEnvironment

Contains the environment for which a change request is created

Valid values for BMC Remedy AR System:
1. Production
2. Model Office
3. Hot Backup
4. Development

No

StartDate

Specifies the start date when a change request is created

The date is specified in the epoch time format.

No

EndDate

Specifies the end date when a change request is created

The date is specified in the epoch time format.

No

Status

Specifies the status to be assigned to the change request

Valid values for BMC Remedy AR System

  • New
  • In Progress
  • Completed
  • Cancelled

No

StatusReason

Specifies the status reason to be assigned to the change request

Valid values for BMC Remedy AR System:

  • Success
  • Failed
  • To Be Re-Scheduled

No

Location

Specifies the company location to be added in the change request

No

HostName

Specifies the host name of the AR server

Conditional; required only if your are using BMC Remedy AR System

JobID

Specifies the job ID of the job to be executed in the endpoint manager system

No

JobVersion

Specifies the version of the job in the endpoint manager system

No

JobName

Specifies the name of the job in the endpoint manager system

No

JobType

Specifies the type of the job in the endpoint manager system

No

JobDetailedDescription

Contains a detailed description of the job in the endpoint manager system

No

TemplateID

Contains the template ID based on which a change request is created

No

AdditionalNotes

Specifies any additional notes to be added while creating a change request

No

ChangeWorkInfoNotes

Specifies the workinfo notes to be added while creating a change request

No


Create Change Ticket workflow outout

Output element

Description

JSON response

Contains the JSON response for the request. If the workflow is executed successfully, the response returns the change ID and an associated task ID.

{
   "bao-response":{
       "metadata":{
           "request-type":"Create Change Ticket",
           "status":"success"
       },
       "response-data":{
           "change-id":"CRQ000000000029",
           "task-id":"TAS000000000045"
       }
   }
}

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Get Change Status

The Get Change Status workflow retrieves the status of the change request created in the ITSM system.

The following figure shows the workflow in TrueSight Orchestration Development Studio.

Get Change Status.PNG

Get Change Status workflow input

Input

Description

Required

changeIDs

Contains the change request ID for which you want to retrieve the status

To get status of more than one change request, specify a comma-separated list of change IDs.

For example: CRQ0000000013,CRQ0000000014,CRQ0000000015,CRQ0000000016

Yes

ITSMPlatform

Specifies the name of the ITSM platform where the change is created

For example, BMC Remedy AR System

No

Retrieve Failed CIs

Specifies whether to retrieve a list of CIs that are not found or failed

Valid values: true (default), false

No


Get Change Status workflow output

Output

Description

json response

Contains the adapter response in a JSON format.

{
"bao-response":{
   "metadata":{
       "request-type":"Get Change Status",
       "status":"success",
       "result-count":2
 },
   "response-data":
        {"change":         
                [{"change-id":"CRQ000000000051",
               "task-id":"TAS000000000061",
               "approval-status":"Approved",
               "change-request-status":"Implementation In Progress",
               "scheduled-start-date":1517901147,
               "scheduled-end-date":1518160347,
               "failed-ci-list":"",
               "ConsolidatedStatus":"ReadyToExecute"
                },
                {"change-id":"CRQ000000000182",
               "task-id":"TAS000000000165",
               "approval-status":"",
               "change-request-status":"Planning In Progress",
               "scheduled-start-date":1520255057,
               "scheduled-end-date":1520514257,
               "failed-ci-list":"clm-pun-su0bv0.bmc.com;
invalidhost1.bmc.com;invalidhost2.bmc.com",
               "ConsolidatedStatus":"New"
                }]
        }
    }
}


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Update Change Ticket

The Update Change Ticket workflow updates the following details for a change request:

  • Status
  • WorkInfo
  • Actual timings
  • Urgency
  • Impact 

The following figure shows the workflow in TrueSight Orchestration Development Studio.

Update Change Ticket.PNG

Update Change Ticket workflow input

Input

Description

Required

ChangeID

Specifies the change request ID which you want to update.

Example: CRQ000000000029

ChangeID is the only mandatory input parameter for the workflow.

You can specify any other parameters that matches your requirement.

Yes

TaskID

Specifies the task ID associated with the change request

No

ITSMPlatform

Specifies the ITSM platform where a change request is to be created

Valid value: BMC_AR_System

Note: If no value is specified, the ITSM platform specified in the module configuration is considered as valid.

Conditional;
required if not specified in the module configuration.

Status

Specifies the status to be assigned to the change request

Valid values for BMC Remedy AR System

  • New
  • In Progress
  • Completed
  • Cancelled

No

StatusReason

Specifies the status reason to be assigned to the change request

Valid values for BMC Remedy AR System:

  • Success
  • Failed
  • To Be Re-Scheduled

No

ChangeWorkInfoNotes

Contains information about the change request.

The WorkInfo is updated in the WorkInfo summary of the change request.

No

RequestedStartDate

Specifies the start date of the change request.

No

RequestedEndDate

Specifies the end date of the change request.

No

AdditionalNotes

Specifies any additional notes to be added to the change request.

No

Impact

Specifies the impact of the change request.

Valid values for BMC Remedy ITSM:

  • 1-Extensive/Widespread
  • 2-Significant/Large
  • 3-Moderate/Limited
  • 4-Minor/Localized

No

Urgency

Specifies the urgency to be assigned to the change request.

Valid values for BMC Remedy AR System:

1-Critical
2-High
3-Medium
4-Low

No

ChangeClass

Contains the class for the change request

Valid values for BMC Remedy AR System:

  • Emergency
  • Expedited
  • Latent
  • Normal
  • No Impact
  • Standard

No

ChangeClassReason

Contains the reason for the change

Valid values for BMC Remedy AR System:

  • 1-Customer/business need
  • 2-Insufficient lead-time
  • 3-Known error correction
  • 4-Scheduling conflict

No

ChangeEnvironment

Contains the environment for which a change request is created

Valid values for BMC Remedy AR System:

  • 1-Production
  • 2-Model Office
  • 3-Hot Backup
  • 4-Development

No

ReasonForChange

Contains the reason to be specified in the change request

Valid values for BMC Remedy AR System:

  • 1-Fix/Repair
  • 2-New Functionality
  • 3-Maintenance
  • 4-Upgrade
  • 5-Other

No

CINameList

Specifies a comma-separate list of configuration items (CIs) associated with the change request.

No

CIReconIDList

Specifies a comma-separate list of reconciliation IDs for the CIs associated with the change request.

No

LocationCompany

Specifies the company location to be added in the change request

No

CategorizationTier1

Specifies the value to be updated for the CategorizationTier1 field in the change request.

No

CategorizationTier2

Specifies the value to be updated for the CategorizationTier2 field in the change request.

No

CategorizationTier3

Specifies the value to be updated for the CategorizationTier3 field in the change request.

No

ProductCatTier1

Specifies the value to be updated for the ProductCatTier1 field in the change request.

No

ProductCatTier2

Specifies the value to be updated for the ProductCatTier1 field in the change request.

No

ProductCatTier3

Specifies the value to be updated for the ProductCatTier1 field in the change request.

No

ProductModelVersion

Specifies the Product Model Version.

No

Manufacturer

Specifies the manufacturer of the product.

No

HostName

Specifies the hostname of the server which gets updated in the SourceID field in the change request.

No

JobID

Specifies the ID of the job as specified in the endpoint manager system.

No

JobVersion

Specifies the job version as specified in the endpoint manager system.

No

JobInstanceID

Specifies the instance ID of the job in the endpoint manager system.

No

JobName

Specifies the name of the job in the endpoint manager system.

No

JobDetailedDescription

Specifies the detailed description of the job in the endpoint manager system.

No

JobType

Specifies the type of the job in the endpoint manager system.

No

Character01-Character10

Extra fields provided to add any custom data.

No

Update Change Ticket workflow output

Output

Description

json response

Contains the adapter response in a json format.

{
   "bao-response":{
       "metadata":{
           "request-type":"Update Change Ticket",
           "status":"success"
       },
       "response-data":{
           "status-message":"There ..."
       }
   }
}


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Related topics

End-to-end-scenario-using-the-ITSM-Automation-run-book

Configuring-the-ITSM-Automation-run-book

 

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