Creating and configuring BMC Remedy ITSM user accounts for continuous compliance use cases

After you install BMC Remedy ITSM, you must create the required BMC Remedy ITSM user accounts for any of the continuous compliance solutions. See the following table for the steps applicable to the solution you are implementing.

Creating the BMC Remedy account for BMC Atrium Orchestrator

This section applies to all continuous compliance solutions.

To create and update change and incident tickets in BMC Remedy ITSM, you must create a BMC Remedy user account. The account:

• Is used to manage change and incident tickets
• Must have permission to create, modify, and delete change, task, and incident records
• Must be dedicated to the BMC Atrium Orchestrator, and not used by other users or applications
• Must have a logon ID of orchestrationuser, or if you are implementing multiple solutions, BMC recommends that you use the following convention for the BMC Remedy account user names:
  • ccsuser for Continuous Compliance for Servers
  • ccnuser for Continuous Compliance for Networks
  • ccduser for Continuous Compliance for Databases

To create a BMC Remedy user account for the solution, complete the following steps:

1. Log in to the BMC Remedy ITSM system with administrative privileges.
2. From the IT Home page, click Application Administration Console.
3. Click Standard Configuration tab.
4. From the Configuration for company list, select your company.
5. Select People > Create.

6. Complete the fields on the User Account Creation (People) window as shown in the following table:
   User account creation (People) window fields

   Field	Description
   First Name	Enter Atrium as the first name for the user account.
   Last Name	Enter Orchestrator as the last name for the user account.
   Client type	Select a client type.
   Profile Status	Select Enabled.
   Client Sensitivity	Select Standard. For VIP, select No.
   Support Staff	Select Yes. Selecting Yes displays the Support Groups tab. Select the Change Management group that your incident and change templates use.
   Assignment Availability	Select Yes.
   Phone Number	Assign a phone number.
   Company	Select the company for the OA-Management integration.
   Site	Select a site.

7. Click the Login/Access Details tab, and complete the fields listed in the following table.
   Login/Access Details tab fields

   Field	Description
   Login ID	Enter the account name. For example, enter orchestrationuser, or a solution-specific ID if you are implementing multiple solutions (for example, ccnuser for Continuous Compliance for Networks).
   Password	Enter a password to use later for configuring the AR Server Adaptor in BMC Atrium Orchestrator.
   License Type	Select Fixed.
   Full Text License Type	Select None.
   Access Restrictions	Select Unrestricted Access.

8. Click Save.
9. Select Update Permission Groups.
10. In the Permission Group window, add the following permission groups with their associated License Type. The License Type must be set to Fixed, where applicable.
    • Administrator
    • Incident Master
    • Incident Config
    • Infrastructure Change Master
    • Task Manager
    • Infrastructure Change Config
    • Config Categorization Admin

    • Config Group Mapping Admin 

      Note

      Adding the Incident Master permission group automatically adds Asset Viewer permission, which is a required permission.

11. Click Close and click Save.

Creating the user account for BMC Server Automation

This section is optional for Continuous Compliance for Server Automation. It does not apply to other continuous compliance solutions.

Create an account for the BMC Server Automation user who submits the jobs in BMC Server Automation that require BMC Remedy ITSM approval if you are implementing the operator-initiated change workflow of the solution (see Documenting operator-initiated changes for servers). For BMC Remedy ITSM change tickets created in this scenario, note the following:

• Each BMC Remedy user account you create for this scenario must match the associated BMC Server Automation user account name.
• If an account exists in BMC Remedy ITSM for the BMC Server Automation user who is submitting the ticket, then the first name and last name of the user is listed in the Requested For field of the BMC Remedy ITSM change ticket.
• The BMC Atrium Orchestrator user ID (for example, orchestrationuser or ccsuser) is listed as the Requestor of the task ticket (in BMC Remedy ITSM version 7.5 it is shown as the Requested By field) and the Submitter of the change ticket (on the Date\Schedule tab). The BMC Server Automation user ID is listed as the Requested for field of the BMC Remedy ITSM change ticket.
• If a BMC Remedy ITSM account does not exist for the BMC Server Automation user who submitted the job for approval, the BMC Server Automation logon ID (for example, BLAdmin ) is used as the Last name field of the BMC Remedy ITSM change ticket, and the First name is blank.

If you are implementing the operator-initiated change workflow, create an account for each BMC Server Automation user who is submitting jobs in BMC Server Automation that require BMC Remedy ITSM approval.

1. Log in to the BMC Remedy ITSM system with administrative privileges.
2. At the IT Home page, click Application Administration Console.
3. Click Standard Configuration tab.
4. From the Configuration for company list, select your company.
5. Select People > Create.

6. Complete the fields in the User Account Creation (People) window as shown in the following table:
   User account creation (People) window fields

   Field	Description
   First Name	Enter a first name for the user account (for example, BLServer ).
   Last Name	Enter a last name for the user account (for example, BLAdmin ).
   Support Staff	Select No.
   Phone Number	Assign a telephone number.
   Company	Select the company for the OA-Management integration.
   Site	Select a site.

7. Click the Login/Access Details tab, and complete the fields listed in the following table.
   Login/Access Details tab fields

   Field	Description
   Login ID	Enter the BMC Server Automation user that submits jobs for BMC Remedy ITSM approval (for example BLAdmin ).
   Password	Leave the password blank.
   License Type	Select Read.
   Full Text License Type	Select None.
   Access Restrictions	Select restrictions that are appropriate for your site.

8. Click Save.
9. Select Update Permission Groups.

10. In the Permission Group window, add the groups and License Type as appropriate for your installation. 

    Note

    Adding the Incident Master permission group automatically adds Asset Viewer permission, which is a required permission.

11. Click Close and click Save.

After the BMC Remedy user account is configured, the BMC Atrium Orchestrator (orchestrationuser ) user is shown as the Requestor, and the BMC Server Automation user (for example, BLAdmin ) is shown as the Submitter of the change ticket.

Configuring group auto assignments for change tickets

1. From the BMC Remedy IT Home window, click Application Administration Console.
2. On the Application Administration Console, click the Custom Configuration tab and select Foundation > Configure Assignment > Configure Application Assignment to open the Configure Application Assignment window.
3. From the Event Details menu, select Infrastructure Change Manager, and select a status of Enabled.
4. In the Assignment section, select Support Company, Support Organization, and Assigned Group.
5. In the Routing Order section, select Contact Company and*Company*, and complete the optional fields with appropriate values.
6. Check Yes for Change Management and for Available Systems.
7. Click Save and Close.
8. Repeat step 1 through step 7, however in step 3, select Infrastructure Change coordinator from the Event Details menu.

Configuring group auto assignments for incidents

1. From the BMC Remedy AR System IT Home window, click the Application Administration Console.
2. On the Application Administration Console, click Custom Configuration tab and open Configure Application Assignment window.
3. From the Event Details menu, select Incident Owner, and select Enabled as the status.
4. In the Assignment section, select the Support Company, Support Organization, and Assigned Group.
5. In the Routing Order section, select Contact Company and Company, and complete the optional fields with appropriate values.
6. From the Available Systems section, check Yes for Incident Management, User Service Restoration, User Service Request, Infrastructure Restoration, and Infrastructure Event.
7. Click Save and Close.