Workflows for the ITSM Automation run book

This topic describes the workflows in the ITSM Automation runbook. 

Get ITSM Configuration

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

Note

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


Get ITSM Configuration workflow input

Input element

Description

Required

ITSMPlatform

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

Valid values: BMC_AR_System, ServiceNow

Conditional; required if not specified in the module configuration.

Field Name

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

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

No

Field Value

Specifies the value of the field to be used in the query.

No

Get ITSM Configuration workflow output

Output element

Description

JSON response

Contains the adapter response in a JSON format.

Sample response for BMC AR System
{
   "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": "ITSM_Platform"
       }]
   }
}
Sample response for ServiceNow
{
 "bao-response": {
   "metadata": {
     "result-count": 1,
     "request-type": "Get ITSM Configuration",
     "status": "success"
   },
   "response-data": {
     "TemplateList": {
       "templateName": "Default Template"
     },
     "ITSMPlatform": "ServiceNow",
     "InputParameter": [
       {
         "values": [
           "1 - High",
           "2 - Medium",
           "3 - Low"
          ],
         "key": "Urgency"
       },
       {
         "values": [
           "1 - High",
           "2 - Medium",
           "3 - Low"
          ],
         "key": "Impact"
       },
       {
         "values": [
           "Problem resolution",
           "User requested",
           "New or removed CI",
           "Hardware upgrade",
           "Software upgrade",
           "Network requirements",
           "Business requirements",
           "Legislation",
           "Location changed",
           "Product or service changed",
           "Other"
          ],
         "key": "ReasonForChange"
       },
       {
         "values": [
           "Standard",
           "Normal",
           "Emergency"
          ],
         "key": "ChangeClass"
       }
      ]
   }
 }
}

Back to top

Create Change Ticket

The Create Change Ticket workflow creates a change request in the ITSM system. A change is created by using the template specified in the DEFAULT_TEMPLATE_MAP field in the module configuration. 

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 Remedy Configuration Management Database (CMDB). In the adapter response, the change request ID and task ID are returned. 

Create Change Ticket workflow input

Input

Description

Required

ITSMPlatform

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

Valid values: BMC_AR_System, ServiceNow

Note: If no value is specified in the workflow, the ITSM platform specified in the DEFAULT_TARGET_ITSM_TYPE field in the module configuration is considered.

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.

Note

If default templates are not specified in the module configuration, a change request is created by using the default values in BMC Remedy ITSM or ServiceNow. 

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.

Not applicable for ServiceNow.

No

Summary

Contains description for the Change Summary field.

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

Valid values for ServiceNow:

  • 1 - High
  • 2- Medium
  • 3-Low

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

Valid values for ServiceNow:

  • 1 - High
  • 2- Medium
  • 3-Low

No

ChangeClass

Contains the values for the ChangeClass

Valid values for BMC Remedy AR System:

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

Valid values for ServiceNow:

  • Standard
  • Normal
  • Emergency

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

Not applicable for ServiceNow.

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

Valid values for ServiceNow:

  • Problem resolution
  • New or removed CI
  • Hardware upgrade
  • Software upgrade
  • Network requirements
  • Business requirements
  • Legislation
  • Location changed
  • Product or service changed
  • 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

Not applicable for ServiceNow.

No

StartDate

Specifies the start date when a change request is created

The date is specified in the epoch time format.

For ServiceNow, if the start date is missing, the StartDate is set to the current time.

No

EndDate

Specifies the end date when a change request is created

The date is specified in the epoch time format.

For ServiceNow, if the end date is missing, the EndDate is set to three days after the StartDate.

No

Status

Specifies the status to be assigned to the change request

Valid values for BMC Remedy AR System:

  • New
  • In Progress
  • Completed
  • Cancelled

Valid values for ServiceNow:

  • New
  • Assess
  • Authorize
  • Scheduled
  • Implement
  • Review
  • Closed
  • Canceled

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.

Not applicable for ServiceNow.

No

HostName

Specifies the host name of the BMC Remedy AR System server.

Not applicable for ServiceNow.

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.

For ServiceNow, JobID is added to the Summary.

For example:

Generated_Summary_By_XYZ  |  JobID-xxxxx-d  |  JobName-<name>.

No

JobVersion

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

Not applicable for ServiceNow.

No

JobName

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

For ServiceNow, JobID is added to the Summary.

For example:

Generated_Summary_By_XYZ  |  JobID-xxxxx-d  |  JobName-<name>.

No

JobType

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

Not applicable for ServiceNow.

No

JobDetailedDescription

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

Not applicable for ServiceNow.

No

TemplateID

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

Not applicable for ServiceNow.

No

AdditionalNotes

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

Not applicable for ServiceNow.

No

ChangeWorkInfoNotes

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

Not applicable for ServiceNow.

No


Create Change Ticket workflow output

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.

Sample response for BMC AR System
{
   "bao-response":{
       "metadata":{
           "request-type":"Create Change Ticket",
           "status":"success"
       },
       "response-data":{
           "change-id":"CRQ000000000029",
           "task-id":"TAS000000000045"
       }
   }
}
Sample response for ServiceNow
{
 "bao-response": {
   "metadata": {
     "result-count": 1,
     "request-type": "Create Change Ticket",
     "status": "success"
    },
   "response-data": {
     "changes": {
       "change": {
         "change-id": "CHG0030201",
         "scheduled-end-date": 1593437400,
         "change-request-status": "New",
         "scheduled-start-date": 1593178200,
         "ConsolidatedStatus": "New",
         "approval-status": "Approved"
        }
      }
    }
  }
}

Back to top

Get Change Status

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

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:

(BMC Remedy AR System): CRQ0000000013,CRQ0000000014,CRQ0000000015,CRQ0000000016

(ServiceNow): CHG0030132,CHG0030133,CHG0030134

Yes

ITSMPlatform

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

Valid values: BMC Remedy AR System, ServiceNow

No

Retrieve Failed CIs

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

Valid values: true (default), false

This element is not applicable for ServiceNow.

No


Get Change Status workflow output

Output

Description

json response

Contains the adapter response in a JSON format.

Sample response for BMC AR System
{
"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":""
                },
                {"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"
                }]
        }
    }
}
Sample response for ServiceNow
{
 "bao-response": {
   "metadata": {
     "result-count": 2,
     "request-type": "Get Change Status",
     "status": "success"
    },
   "response-data": {
     "changes": {
       "change": [
          {
           "change-id": "CHG0030139",
           "scheduled-end-date": 1604876851,
           "change-request-status": "Assess",
           "scheduled-start-date": 1599671251,
           "ConsolidatedStatus": "New",
           "approval-status": "Requested"
          },
          {
           "change-id": "CHG0030132",
           "scheduled-end-date": 1599602851,
           "change-request-status": "New",
           "scheduled-start-date": 1593178200,
           "ConsolidatedStatus": "ReadyToExecute",
           "approval-status": "Approved"
          }
        ]
      }
    }
  }
}


Back to top

Update Change Ticket

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

  • Status
  • WorkInfo
  • Actual timings
  • Urgency
  • Impact 

Update Change Ticket workflow input

Input

Description

Required

ChangeID

Specifies the change request ID which you want to update.

For example:

(BMC Remedy AR System): CRQ000000000029

(ServiceNow): CHG0030132

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.

Not applicable for ServiceNow.

No

ITSMPlatform

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

Valid value: BMC_AR_System, ServiceNow

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

Valid values for ServiceNow:

  • New
  • Assess
  • Authorize
  • Scheduled
  • Implement
  • Review
  • Closed
  • Canceled

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

Valid values for ServiceNow:

  • Successful
  • Successful with issues
  • Unsuccessful

No

ChangeWorkInfoNotes

Contains information about the change request.

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

Not applicable for ServiceNow.

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

Valid values for ServiceNow:

  • 1 - High
  • 2 - Medium
  • 3 - Low

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

Valid values for ServiceNow:

  • 1 - High
  • 2 - Medium
  • 3 - Low

No

ChangeClass

Contains the class for the change request

Valid values for BMC Remedy AR System:

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

Valid Values for ServiceNow:

  • Standard
  • Normal
  • Emergency

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

Not applicable for ServiceNow.

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

Not applicable for ServiceNow.

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

Valid values for ServiceNow:

  • Problem resolution
  • User requested
  • New or removed CI
  • Hardware upgrade
  • Software upgrade
  • Network requirements
  • Business requirements
  • Legislation
  • Location changed
  • Product or service changed
  • 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.

Not applicable for ServiceNow.

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.

Not applicable for ServiceNow.

No

CategorizationTier2

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

Not applicable for ServiceNow.

No

CategorizationTier3

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

Not applicable for ServiceNow.

No

ProductCatTier1

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

Not applicable for ServiceNow.

No

ProductCatTier2

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

Not applicable for ServiceNow.

No

ProductCatTier3

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

Not applicable for ServiceNow.

No

ProductModelVersion

Specifies the Product Model Version.

Not applicable for ServiceNow.

No

Manufacturer

Specifies the manufacturer of the product.

Not applicable for ServiceNow.

No

HostName

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

Not applicable for ServiceNow.

No

JobID

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

Not applicable for ServiceNow.

No

JobVersion

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

Not applicable for ServiceNow.

No

JobInstanceID

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

Not applicable for ServiceNow.

No

JobName

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

Not applicable for ServiceNow.

No

JobDetailedDescription

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

Not applicable for ServiceNow.

No

JobType

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

Not applicable for ServiceNow.

No

Character01-Character10

Extra fields provided to add any custom data.

Not applicable for ServiceNow.

No

Update Change Ticket workflow output

Output

Description

json response

Contains the adapter response in a JSON format.

Sample response for BMC AR System and ServiceNow
{
   "bao-response":{
       "metadata":{
           "request-type":"Update Change Ticket",
           "status":"success"
       },
       "response-data":{
           "status-message":"There ..."
       }
   }
}


Back to top

Related topics

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

Configuring-the-ITSM-Automation-runbook

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*