Creating and configuring BMC Remedy ITSM user accounts for continuous compliance for networks

This topic contains procedures for creating and configuring BMC Remedy ITSM user accounts for the Continuous Compliance for Network Automation solution.

• Creating the BMC Remedy ITSM user account for BMC Atrium Orchestrator
• Creating BMC Remedy ITSM user accounts for BMC Network Automation users submitting jobs that require BMC Remedy approvals
• Configuring group auto assignments for change tickets

Creating the BMC Remedy ITSM user account for BMC Atrium Orchestrator

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

• Should have a logon ID of orchestrationuser.

  Warning

  Note

  • If you configure the account to have a login ID other than orchestrationuser, you will need to update the default values for a BMC Atrium Orchestrator workflow and a BMC Remedy server integration artifact.
  • 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
  • If your BMC Network Automation environment uses multiple BMC Network Automation application servers served by a single BMC Remedy ITSM instance, BMC recommends that you use the following convention to identify BMC Remedy ITSM user accounts for each application server:
    • orchestrationuser1
    • orchestrationuser2
    • etc.
  • You can optionally configure a BMC Remedy ITSM user account so the BMC Network Automation user who submits a job requiring BMC Remedy approvals will be tracked in the Change Tickets in the Requested For field when the ticket is created. See Creating BMC Remedy ITSM user accounts for BMC Network Automation users submitting jobs that require BMC Remedy approvals.
    
    The BMC Remedy ITSM user account name must match the BMC Remedy user name assigned in the BMC Network Automation field, Remedy Username for Jobs created by Policies. Navigate to Admin > System Parameters > Enable BMC Atrium Orchestrator Integration > Enable Continuous Compliance for Network Automation to find this field in BMC Network Automation.

To perform this procedure, you must logon with a role that includes the following permissions:

• BMC Remedy Administrator
• Infrastructure Change Configuration
• Infrastructure Change Master
• Incident Configuration
• Incident Master
• Task Administrator
• Task Application Configuration

To create a BMC Remedy user account for the solution

1. Log in to the BMC Remedy ITSM system using an account with administrative privileges and the following permissions:
   • BMC Remedy Administrator
   • Infrastructure Change Configuration
   • Infrastructure Change Master
   • Incident Configuration
   • Incident Master
   • Task Administrator
   • Task Application Configuration
   • Config Categorization Admin
   • Config Group Mapping Admin.
2. In the IT Home page, click Applications and select Administrator Console > Application Administration Console.
3. In the Application Administration Console, select your company from the Configuration for Company pull-down menu, and click Create for Step 4: People.

4. Complete the required fields on the User Account Creation (People) window as shown in the following table:

   Field	Description
   First Name	Assign a first name for the user account (for example, BCA-Networks).
   Last Name	Assign a last name for the user account (for example, BCA-Networks).
   Support Staff	Set to Yes. Click OK in the pop-up window.
   Phone Number	Assign a phone number.
   Company	Assign the company for Network Change and Network Incidents.
   Site	Select a site.

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

   	Description
   Login ID	Enter the account name. The default value used by the solution is orchestrationuser. You can also use solution-specific ID, or an ID specific to a BMC Network Automation application server, if your environment uses multiple application servers to access a single BMC Remedy ITSM instance. Note: The Login ID must match the Remedy ITSM Remedy Username that you would enter in the BMC Atrium Orchestrator Content installer.
   Password	Set a password for your account. Note: The Password must match the Remedy ITSM Remedy Password that you would enter in the BMC Atrium Orchestrator Content installer.
   License Type	Select Fixed.
   Full Text License Type	Select None.
   Access Restrictions	Ensure that for Unrestricted Access, the Yes option is selected.

6. On the Support Groups tab, click Update Support Groups and Roles, and set the following fields:

   Field	Description
   Support Organization	Select the support organization, for example, IT Support.
   Support Group	Select a support group, for example, Change Management. Important: This is the same support group that must be assigned as the Authoring Group in the Network Change and Network Incident templates later on during this installation.
   Relationship Role	Select relationship role for the group, for example, Member.

7. Click Add.

8. Click the Functional Role Update tab, and set the following fields:

   Field	Description
   Support Organization	Select the support organization chosen previously, for example, IT Support.
   Support Group Name	Select a support group chosen previously, for example, Change Management.
   Functional Role	Select the appropriate role for the support group, for example, Change > Infrastructure Change Manager.

9. Click Add.
10. Click Close.
11. On the Login/Access Details tab, click Update Permission Groups, and set the following fields:
    • Permission Groups: Choose the following permission groups, and click Add/Modify for each permission group:
      
      • AR System > Administrator
      • Asset > Asset Viewer
      • Foundation > Config Categorization Admin
      • Foundation > Config Group Mapping Admin
      • Incident > Incident Config
      • Incident > Incident Master
      • Change > Infrastructure Change Config
      • Change > Infrastructure Change Master
      • Task > Task Administrator
      • Task Application Config
      • Task Manager
    • License Type: Enter a License Type for each Permission Group. Set the value to Fixed, where applicable.
12. Click Close and click Save.
13. If you have additional user accounts to create, repeat the previous steps.
14. If your user account is not named orchestrationuser, or you have multiple user accounts, you must change the default user account ID in the BMC Atrium Orchestrator Workflow.
    1. ChangeLog on to the BMC Atrium Orchestrator Grid Manager with the administrator user name and password.
       
       You can access the BMC Atrium Orchestrator Grid Manager at the following URL:
       
       http://:/baocdp/gm
    2. Select the Manage tab and choose Modules.
    3. Select the Closed_Loop-SA-Change-Management module.
    4. Navigate the properties tree, Configuration > BCAN > Authentication, and select the Username property.
    5. In the text field, change the name of the default Atrium Orchestrator login account from orchestrationuser to your user account name, and click OK.
15. If your user account is not named orchestrationuser, or if you have multiple user accounts, you must update the INT:BCAN:CHG:ApprovalNotification filter in the BMC Remedy administrator workflow objects.
    1. Log on to the Remedy Administrator and open the INT:BCAN:CHG:ApprovalNotification filter.
    2. Change the value of the Submitter field from orchestrationuser to your user account name.
    3. If you have multiple user accounts, duplicate the line containing the Submitter field, and enter the next user account name. Repeat this step for each user account.
    4. If you have multiple BMC Network Automation application servers supported by a single Remedy ITSM instance, the INT:BCAN:CHG:ApprovalNotification filter needs to be modified to include an 'or' condition for each Remedy user account configured in the section. To do this, change the Run If from:
       
       ('Categorization Tier 1' = "Operator Initiated Change") AND
       ('Categorization Tier 2' = "BMC Network Automation") AND
       ('TR.Change Request Status'!= ‘DB.Change Request Status’) AND
       (('TR.Change Request Status' = "Rejected") OR
       ('TR.Change Request Status' = "Scheduled"))
       
       to:
       
       (('Submitter' = "orchestrationuser1") OR
       ('Submitter' = "orchestrationuser2") OR
       ('Submitter' = "orchestrationuser3")) AND
       ('Categorization Tier 1' = "Operator Initiated Change") AND
       ('Categorization Tier 2' = "BMC Network Automation") AND
       ('TR.Change Request Status'!= ‘DB.Change Request Status’) AND
       (('TR.Change Request Status' = "Rejected") OR
       ('TR.Change Request Status' = "Scheduled"))
       
       Where the value of the Submitter field matches the Remedy Username configured during the BMC Network Automation installation.
    5. Select File > Save Filter to save the changes.

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Creating BMC Remedy ITSM user accounts for BMC Network Automation users submitting jobs that require BMC Remedy approvals

You can track a BMC Remedy ITSM Change Ticket according to the BMC Network Automation user who submitted it. To implement this, you need to create a BMC Remedy user account for each BMC Network Automation user who can submit BMC Remedy change request tickets.

Each BMC Remedy ITSM user account and BMC Network Automation user account must have matching account names.

To create BMC Remedy ITSM user accounts for BMC Network Automation users

1. Log into BMC Remedy ITSM with an account that has all of the following permissions:
   • Remedy Administrator
   • Infrastructure Change Configuration
   • Infrastructure Change Master
   • Incident Configuration
   • Incident Master
   • Task Administrator
   • Task Application Configuration
2. In the IT Home page, click Applications and select Administrator Console > Application Administration Console.
3. In the Application Administration Console, select your company from the Configuration for Company pull-down menu, and click Create for Step 4: People.

4. In the People page, fill in the following required field values:

   Field	Action
   First Name	Assign a first name for the user account (for example, Susan).
   Last Name	Assign a last name for the user account (for example, Johnson).
   Support Staff	Set to No.
   Phone Number	Assign a phone number.
   Company	Assign the company for Network Change and Network Incidents.
   Site	Select a site.

5. Click the Log in/Access Details tab, and set values for these fields:

   Field	Action
   Login ID	Set the Login ID to the User Name assigned in BMC Network Automation (for example, sjohnson).
   Password	Leave the password empty.
   License Type	Set to Read.
   Full Text License Type	Set to None.
   Access Restrictions	Set as appropriate for your site.

6. Click Update Permission Groups, and choose Infrastructure Change Submit with the associated License Type (that is, Read) and click Add/Modify.
7. Click Close.

After the BMC Remedy user account has been fully configured, the Change Ticket will reflect that user in the Requested For field when the ticket is created. Otherwise, the Requested For field will be empty.

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Configuring group auto assignments for change tickets

Perform the steps described in this section only if you are using a Company, Support Organization, Department, or Support Group that is not supplied in the default sample BMC Remedy ITSM data.

To configure group auto assignments for change tickets

1. Open the BMC Remedy AR System Application Administration Console.
2. From 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.
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.

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