Module and template configuration data

Runbook_Defaults

The Runbook_Defaults consists of the following items:

• Pause count
• Detailed logging flag
• TSM_Locale_Language and TSM_Locale_Country
• Urgency mapping

Pause count

The pause count is the number of times, measured in one-minute intervals, that the workflow queries the trigger event to determine whether it is closed. The value must be 1 or greater. For example, if you enter 5, the workflow sends a query five times, with each query sent after a one-minute interval. If the workflow discovers that the trigger event is closed, then it changes the statuses of all assigned tasks to closed. Otherwise, the statuses remain as assigned.

Set the pause count value to a high enough interval to allow the trigger event, after it has been remediated, to clear from the operator console. If the pause count expires before the trigger event clears the operator console, then, in a BMC Remedy ITSM scenario, the change request status does not set to complete status, and the incident status does not set to resolved status.

Detailed logging flag

The detailed logging flag indicates whether the detailed logging feature is enabled for all workflows. The detailed logging information is documented in the Notes dialog box of the Infrastructure Management Performance Management Operations Console.

You can override the detailed logging flag in the configuration module of the individual workflow. To override the detailed logging flag, set the opposite value for the WF_Detailed_Logging_Flag item in the workflow's configuration module.

The following table shows the interaction between the Runbook_Defaults Detailed_Logging_Flag value and the workflow's unique WF_Detailed_Logging_Flag value, together with the impact on the detailed logging execution.

Detailed_Logging_Flag and WF_Detailed_Logging_Flag

TSM_Locale_Language and TSM_Locale_Country

• The TSM_Locale_Language parameter specifies a valid ISO Language Code. The code must be a lowercase, two-letter code, as defined by ISO-639. For example, en for English, es for Spanish
• The TSM_Locale_Country parameter specifies a valid ISO Country Code. The code must be an uppercase, two-letter code, as defined by ISO-3166. For example, EN for English, ES for Spanish

When TSM Error code details are extracted as a part of Triage, the date time information is also extracted. This date time is of the computer where TSM is located.

For example, TSM and BMC Atrium Orchestrator Configuration Distribution Peer (CDP) server are running in different locales; TSM is running in SPAIN Spanish Locale, and CDP is running in US English locale. In this case, the transformation of extracted date time to epoch date might fail because CDP will not be able to understand the Spanish date format. To prevent this from happening, you must set the TSM_Locale_Language and TSM_Locale_Country parameters according to the locale on which the TSM is running. In this example, the TSM_Locale_Language will be "es" and TSM_Locale_Country will be "ES." 

Runbook_Defaults: TSM_Locale_Country and TSM_Locale_Language parameters

Urgency mapping

The urgency mapping value tells BMC Remedy ITSM how to process the level of urgency of the change request. (Change requests are created with an urgency value of medium.) This value does not impact triage-only workflows.

Configuration_Management

This module's configuration item defines which configuration management system to use and indicates whether it is integrated with the BMC Atrium Configuration Management Database (CMDB) system, which the Triage and Remediation run book supports.

If the platform is integrated with the BMC Atrium CMDB (Enabled=true), the workflow searches for the configuration item (CI) in the BMC Atrium CMDB. If the CI is found, the workflow associates it with the change and incident, and then updates the event with the CI information.

If the designated platform is not integrated with the BMC Atrium CMDB (Enabled = false), the workflow does not associate the CI information with the change, incident, or event.

Change_Management

This module specifies the platform for the change management system and references the prepackaged change templates for the remediation processes of each workflow. These change templates are stored with the change management system and support the different change types and their tasks. The module also specifies whether the change request specified in the event that triggers the workflow requires a manual change (Normal) or an automatic change (Emergency).

This module contains the following change management templates:

• Triage Remediation Default OS Disk Full Template
• Triage Remediation Default ESX Host Not Responding Template
• Triage Remediation Default Server Actions Template
• Triage Remediation Default Service Actions Template
• Triage Remediation Default DB Tablespace Full Template
• Triage Remediation Default Failed Backup Recovery Template
• Triage Remediation Default PATROL Restart Template

A triage-only workflow does not reference a change management template.

Incident_Management

This module specifies the platform for the incident management system and points to the default template that processes the incidents. This default template is common to all workflows. By default, the incident source is considered a BMC Impact Manager event. In incident processing, BMC Atrium Orchestrator can update an existing incident that is included in the incoming event or create a new incident and update the event action result with the new incident ID.

If a workflow does not record a failure, an incident is not created.

Event_Management

Incoming events originate from different host systems, and the event slot names can be different in the different event management systems. The Event_Mapping definitions of the Event_Management group handle different mapping definitions for each specified event class. BMC Atrium Orchestrator supports the following event classes and corresponding slot definitions out of the box:

• Default
• PATROL_EV
• ALARM
• ABNORMALITY
• PORTAL_PARAMETER_STATE_CHANGE

The following figure shows the out-of-the-box event mappings for the default event class.

Event Mapping definitions: Default Event_Class



For each event class the event map matches standard slot names with the corresponding slot names of the different incoming events, for example, PATROL_EV or PORTAL_PARAMETER_STATE_CHANGE. Standard slot names such as host and event-id are mapped to their respective slots in the incoming events. Because each event source has its own event mapping, the Event_Management module, with its multiple event classes, can process events from multiple event sources.

You can customize the existing event classes, and you can add new event classes. Each workflow requires different slots. You have to be able to map the mandatory slots for a specific workflow to run.

When BMC Atrium Orchestrator receives the input event, it transforms the event into the event concept which is represented in XML. The event concept includes the following elements:

• host
• host-ip
• host-mac
• host-subnet
• host-port
• service
• util-action
• event-id
• event-class
• change-enabled
• incident-enabled
• remediation-enabled
• arg5
• change-request-type
• mc-incident-time
• p-origin
• p-agent
• cell-name
• action-result-id
• event-summary
• job
• schedule
• node
• domain
• action-event-id
• incident-id
• action-name
• reconciliation-id
• db
• tablespace
• util-workflow

Default_User

The default user refers to the already defined BMC Remedy ITSM user. The default user is the user defined by the Request By field in the change request form. It must be a valid BMC Remedy user. The default user enables the change management process to occur from the workflow definition.

The value of the Adapter item must match exactly the adapter name for the Remedy Actor Adapter in the Grid Manager: for example, ARSAdapter

Task_Management

This module identifies the task management system where the tasks that initiate remediation actions are defined. The tasks themselves are defined on the change templates defined in the Change_Management module.

Operations Actions: AutoPilot Event Management

Under the Configuration > BMC_Event_Manager group, verify that the value of the Adapter item matches exactly the name of the BMC Event Manager and actor adapter in the Grid Manager: for example, BEMActorAdapter.

Also verify that the value of the Cell_Name item matches the name of the Infrastructure Management server cell in the mcell.dir file.