Implementing the Remedy ITSM example integration scenario

This topic describes the process required to implement the use case described in Remedy-ITSM-Change-Management-example-integration-scenario.

In the BMC Change Management application, approving a change request causes the application to set the status of the associated task to the Assigned status. The change in task status also generates an alert in the Remedy IT Service Management (ITSM) alert subsystem. 

The alert from Remedy ITSM must then be captured by a TrueSight Orchestration module that can recognize it and invoke the correct workflow.

This implementation uses the Remedy Action Request System (AR System) actor adapter to create the change request and the Remedy AR System monitor adapter to capture the alert generated when the change request is approved. The Operations Actions Management AutoPilot Change Management and Task Management modules are used to manage the lifecycle of the changes and tasks.

Before you begin

• You must have a basic understanding of the Remedy ITSM applications.
• You must have a basic understanding of TrueSight Orchestration.
• You have access to a service request portal, which is not described here, to submit requests.

To implement the integration example

1. Load the modules:
   
   1. Start TrueSight Orchestration Development Studio.
   2. Load the following modules:
      
      • Application adapter for Remedy AR System
      • AutoPilot Change Management module
      • AutoPilot Task Management module
      • AutoPilot Common Utilities module
2. Create the ITSM templates:
   
   1. Create the Change template in Remedy ITSM.
       (Change Template Name = Example Change Template)
   2. Create the Task templates in Remedy ITSM.
       (Task Template Names = Example Task One and Example Task Two)
   3. Associate the Task templates with the Change template in Remedy ITSM.
3. Create the workflows:
   
   1. Create a module named Example ITSM Integration.
   2. Create a workflow named Receive Service Request.
      This workflow will be invoked by the service request application portal by an ORCA web service call. The service request ID, description and the script to be executed will be the input parameters. See ORCA-web-service for an example of how to use the ORCA web service interface.
   3. Create a workflow named Open Example Change Request and add the input variables to the start activity.
      This workflow will be called by the Receive Service Request workflow. The input variables will be the information about the service request that will be put into the change and task.
   4. In the workflow that you just created, use the Create Changes workflow located in the AutoPilot Change Management module by dragging the workflow into the Open Example Change Request workflow.
   5. Connect the start activity and end activity to the Create Changes workflow.
   6. Create a rule and workflow that have the following properties:
      • Rule Name: Invoke workflow
      • Rule: starts-with(//text/text(), 'Example Task') = 'true'

      • Workflow Name: Process a Task
        This workflow executes the service request task action, depending on the name of the TMS:Task that generated the alert. The action to be performed is executed by the workflow using the script information stored in the task. If, for example, to send an email message to the Remedy ITSM administrator when the task is approved, the appropriate script to execute the email client and the message will be extracted from the Task by the Process a Task workflow, and then executed.

        If (Alert contains 'Example Task One')
                      the workflow will get script to be executed from Task;
                      the workflow will execute the script;
           Else
                 Send email with exception message;.
        

        In this rule definition, the Remedy AR System monitor adapter monitors the Remedy ITSM server for alerts with strings that start with Example Task. When this alert string is recognized by TrueSight Orchestration, the Process a Task workflow is invoked.

4. Create the AR alert filter that will generate the alert.
   Using Remedy Developer Studio, create an AR alert filter in Remedy ITSM system that has the following values: 
   • Filter Name: AO:ExampleFilter
   • Associated Forms: TMS:Task
   • Execution Options: State = Enabled
   • Run if Qualification: ('Status' = "Assigned)
   • If Actions: Notify
   • User: BMC Atrium Orchestrator adapter user
   • Text: $1:$Task Name
     Depending on the implementation, the Remedy ITSM standard filters can achieve the same goal. You can also use the Remedy ITSM Approval Process Configuration and the Operational Categorization to further identify the change and tasks being targeted by this integration.
5. Execute the integration:
   
   1. Using Grid Manager, activate the modules and adapters on the grid.
   2. Using your portal or a SOAP GUI application, create a service request to invoke the Create Example Change Request workflow.
   3. Enter the requested required input parameters. 
       The change is created in Remedy ITSM.
   4. Go to the Remedy ITSM interface and find the change created by using the Example Change Template.
   5. Approve the change.
       An alert is generated and the Process a Task workflow is invoked.
   6. The Process a Task workflow uses the data in the task to fulfill the service request (in other words, execute the script).