Configuring the ITSM Automation runbook

This section provides instructions to configure adapters and modules required for the ITSM Automation runbook. The runbook supports BMC Remedy IT Service Management and ServiceNow (available only in 20-19-02-003-Patch-3-for-version-20-19-02) applications. 

Configuring and enabling adapters

To configure and then enable adapters required for the runbook, do these:.

  1. Log on to the Grid Manager and click Manage > Adapters tab.

  2. Based on the ITSM system, select the adapters required for the runbook, and click Add to Grid.

    The following table lists the adapters required depending on the ITSM system. 

    ITSM system

    Adapters required

    ServiceNow

    ServiceNow actor 

    BMC Remedy IT Service Management

    Web Services

  3. To configure an adapter, click the name of the adapter in the Adapters on the Grid list. 

  4. Specify the configuration details and click OK. 
    Consult the following table to configure adapters based on the ITSM system:

    ITSM system

    Adapters required

    See topic

    ServiceNow

    ServiceNow actor 

    BMC Remedy ITSM

    Web Services

  5. After configuring the adapters, do these steps to enable the adapters on any desired peer: 
    1. Go to the Grid Manager and click Manage > Peers tab.
    2. Select the peer where you want to enable the adapter; then click the Edit selected Peer icon.
    3. In the New Adapters section of the Current Operation: Edit a Peer Configuration window, click Enable.
    4. Select the adapters that you configured and then click OK.
      To ensure that enabled (or activated) adapters are running (not in fault state), check the Status page.

Configuring the Change Management module

Note

This step is required only if you are using the runbook with ServiceNow. Skip this step if you are using BMC Remedy IT Service Management.

You first activate a module on the Grid Manager and then update the configuration. 

To configure the module for ServiceNow, see Change-Management-module-configuration-for-ServiceNow. 

Configuring the ITSM Configuration module

You first activate a module on the Grid Manager and then update the configuration. 

To activate and configure the module, do these steps: 

  1. Log on to the Grid Manager and click Manage > Modules.
  2. From the Modules in Repository list, select the BMC-SA-ITSM_Configuration module, and click Activate.
  3. From the list of the activated modules on the repository, click the BMC-SA-ITSM_Configuration module to open the module configuration.

  4. On the Edit Module Configuration window, specify the configuration values that match your environment.

    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.

    The following table lists the configuration items, using which you can configure the module depending on your ITSM system.  

    Module configuration group

    Configuration items and description

    Required

    Default value

    ITSM

    Contains the configuration groups for BMC Remedy ITSM and ServiceNow

    -

    -

    DEFAULT_TARGET_ITSM_TYPE

    Specifies the ITSM platform to be used by the module. Valid values: BMC_AR_System, ServiceNow. If there is no value specified in the request made by the endpoint application, then by default, the value specified here is considered.

    No

    BMC_AR_System. Change if you want to use ServiceNow.

    ITSM > BMC Remedy AR System

    Specify the configuration details required for BMC Remedy ITSM

    Conditional; required if using BMC Remedy ITSM


    ITSM > BMC Remedy AR System > UserDefaults

    Adapter

    Specifies the name of the Web Services adapter used by the workflow processes of the runbook.

    Yes

    WebServiceAdapter

    Version

    Specifies the BMC Remedy AR System version.

    Yes


    ARUrl

    Specifies the mid-tier URL in an FQDN format.

    http://<midtier>:8080/arsys/services/ARService?server=<ARServer>

    Yes


    ARUser

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

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

    Yes


    ARPassword

    Species the password that matches the user name.

    Yes


    ARCommunicationProtocol

    Specifies the protocol used to communicate with BMC Remedy AR System.

    Yes

    http-rpc

    ValidateInputs

    Specifies whether to validate the inputs specified in the workflow request.

    Valid values: true, false

    No

    true

    CreateChangeInterface

    Specifies the name of the Create Change form.

    No

    CHG_ChangeServiceInterface

    ChangeSource

    Specifies the source from where the change creation is requested.

    No

    AO Runbook

    SearchChangeInterface

    Specifies the name of the Search Change form.

    No

    CHG_ChangeOutboundInterface

    Truststore

    Specifies the path where the Java keystore file is located.

    No

    /opt/keystore

    Keystore

    Specifies the path where the Java keystore file is located.

    No

    /opt/keystore

    passphrase

    Specifies the passphrase for the keystore file, used for installation of certificates.

    No


    CreateChangeSOAPAction

    Specifies the path and the form name.

    No

    urn:CHG_ChangeServiceInterface/Change_ProcessInterfaceData

    GetChangeOutboundAction

    Specifies the path and the form name.

    No

    urn:CHG_ChangeOutboundInterface/GetChangeOutboundDetails

    ITSM > BMC Remedy AR System > ChangeManagement

    DEFAULT_TEMPLATE_MAP

    Contains the default template map. 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.

    Yes

    Default mapping
    <Templates>
     <TemplateList>
       <templateName>Default Template</templateName>
     </TemplateList>
     <TemplateList>
       <templateName>Default Template2</templateName>
     </TemplateList>
     <TemplateList>
       <templateName>Default Template3 </templateName>
     </TemplateList>
     <TemplateList>
       <templateName>Default Template4 </templateName>
     </TemplateList>
    </Templates>


    DEFAULT_STATUS

    Specifies the default status to be specified in the change request.

    No

    Request For Change

    DEFAULT_DATE_FORMAT

    Specifies the date format for recording dates in the change request.

    No

    MMM dd HH:mm:ss z yyyy

    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.

    No

    Operator Initiated Change

    URGENCY_MAPPING

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

    No

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

    IMPACT_MAPPING

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

    No

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

    STATUS_MAPPING

    Contains the mapping for the status of the change request.

    No

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

    STATUS_REASON_MAPPING

    Contains the mapping for the status reason for the change request.

    No

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

    CHANGE_CLASS_MAPPING

    Contains the mapping for the change class for the change request.

    No

    Default mapping
    <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>

    CLASS_REASON_MAPPING

    Contains the mapping for the class reason for the change request.

    No

    Default mapping
    <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>

    REASON_FOR_

    CHANGE_MAPPING

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

    No

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

    CHANGE_ENVIRONMENT

    _MAPPING

    Contains the mapping for the change environment for the change request.

    No

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

    ITSM > ServiceNow


    Conditional; required if using ServiceNow


    ITSM > ServiceNow > ChangeManagement

    URGENCY_MAPPING

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

    No

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

    IMPACT_MAPPING

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

    No

    Default mapping
    <impact-mapping>
     <values>1 - High</values>
     <values>2 - Medium</values>
     <values>3 - Low</values>
    </impact-mapping>

    CHANGE_CLASS_MAPPING

    Contains the mapping for the status of the change request.

    No

    Default mapping
    <change-class-mapping>
     <values>Standard</values>
     <values>Normal</values>
     <values>Emergency</values>
    </change-class-mapping>

    DEFAULT_TEMPLATE_MAP

    Contains the default template map. You must specify the default change and task templates based on which a change request is created in ServiceNow.

    No

    Default mapping
    <Templates>
     <TemplateList>
       <templateName>Default Template</templateName>
     </TemplateList>
     <TemplateList>
       <templateName>Default Template2</templateName>
     </TemplateList>
     <TemplateList>
       <templateName>Default Template3 </templateName>
     </TemplateList>
     <TemplateList>
       <templateName>Default Template4 </templateName>
     </TemplateList>
    </Templates>

    STATUS_MAPPING

    Contains the mapping for the status of the change request.

    No

    Default mapping
    <status-mapping>
     <values>New</values>
     <values>Assess</values>
     <values>Authorize</values>
     <values>Scheduled</values>
     <values>Implement</values>
     <values>Review</values>
     <values>Closed</values>
     <values>Canceled</values>
    </status-mapping>

    REASON_FOR_CHANGE_MAPPING

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

    No

    Default mapping
    <reason-change-mapping>
     <values>Problem resolution</values>
     <values>User requested</values>
     <values>New or removed CI</values>
     <values>Hardware upgrade</values>
     <values>Software upgrade</values>
     <values>Network requirements</values>
     <values>Business requirements</values>
     <values>Legislation</values>
     <values>Location changed</values>
     <values>Product or service changed</values>
     <values>Other</values>
    </reason-change-mapping>

    DEFAULT_DATE_FORMAT

    Specifies the date format for recording dates in the change request.

    No

    yyyy-MM-dd HH:mm:ss

  5. Save changes.

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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