Customizing a GME connection for opening tickets in BMC Helix ITSM
Prerequisites
You must have the following items before you can integrate BiiZ with BMC Helix ITSM:
- A working curl program, for example the freeware cURL for z/OS from Rocket Software
- A user ID and password from the BMC Helix ITSM product that has permission to open tickets
- In the BBPARM member BBISSPxx for the PAS, you must specify the following product codes:
- PRODUCT=AAO
- PRODUCT=IIZ
Configuring BiiZ: create a GME connection for BMC Helix ITSM
Edit BBPARM member AAOGME00 and enter values for the following parameters:
Parameter | Description |
|---|---|
TGTIP | Specify the connection name |
TGTBIMCF | Specify the BBPARM member IIMRSTxx, which is the configuration member for the REST API. |
TGTTYPE | Specify the value: RESTAPI |
Edit and specify values for the following parameters in BBPARM member IIMRSTxx :
Parameter | Description |
|---|---|
Server_event_url | Required Specify the server URL including the HTTP/HTTPS part of the address. For example: https://restapi.bmc.com/ , http://ITSM.mycompany.com |
Curl_path | Required Specify the full path name, including the curl command to be used to send the events. For example: /usr/bin/curl |
Curl_parms | Optional Specify the curl parameters. Default value: --insecure --connect-timeout 10 --use-ascii |
Dictionary | Required Specify the dictionary file that can rename key and slot names and also set environmental variables such as user ID and password. Enter the value: DD:BBIPARM(IIMDICTK) Copy this member from BBPARM to UBBPARM and update the following parameters with the ITSM username and password: USERNAME=<enter your ITSM username here> To override these variables in a BMC AMI OpsA Rule or EXEC, you can specify IIMDIC_<variableName> in one of the event or ALERT slots. For example: |
Format | Required Specifies the format file that can re-format the REST API request sent by this connection. Enter the value: DD:BBIPARM(IIMFRMTK) Copy this member from BBPARM to UBBPARM. |
The following event slots must be set when opening a ticket using a Rule, ALERT or an EXEC:
- First_Name
- Service_Type
- Last_Name
- Urgency
- Impact
- Reported_Source
These fields are mandatory that are required by ITSM. For example:
Event slot name | Slot value (partial) |
|---|---|
First_Name | Allen |
Service_Type | User Service Restoration |
Last_Name | Allbrook |
Urgency | 1-Critical |
Impact | 1-Extensive/Widespread |
Reported_Source | Direct Input |