Integrating Remedy applications with BMC Digital Workplace Catalog

Functionality enabled through Remedy application integration

The following table shows a few examples of the features that require this integration.

Integration process overview

The following diagram illustrates the process for integrating Remedy applications with BMC Digital Workplace Catalog, so that end users can request services.

An administrator run the integration script on each AR System server that hosts a unique Remedy application. The integration script installs the required objects and populates the database entries that support the integration. Afterwards, the administrator must create records through the configuration forms to define the relationship between the Remedy application and the BMC Digital Workplace Catalog server. For Remedy applications deployed in a server group, run the integration on the primary server only. Then duplicate the ARSystemInstallDir/remoteaction folder onto each of the secondary servers.

The catalog administrator configures a connection that uses the Remedy connector to connect to the Remedy application server. If applications run on different servers, the catalog administrator must create and configure a connection for each server, and must also set the default connection for ITSM functionality.  After completing the integration, the catalog administrator creates services that use the connection, and end users request the services.

Before you begin

• Download the Remedy-ITSM-integration-patch-for-BMC-Digital-Workplace-Catalog.zip file from BMC Electronic Product Distribution (EPD).

  For instructions, see Downloading-the-BMC-Digital-Workplace-Catalog-installation-files.

  Note

  If you are upgrading BMC Digital Workplace Catalog from an earlier version, you should perform the integration with the latest script version to ensure compatibility with this release.

  Before you perform the integration on an AR System server, rename the existing ARSystemInstallDir/remoteaction folder so that the script will create a new folder.

  Examples:

  • (Windows) Rename C:\Program Files\BMC\ARSystem\remoteaction to C:\Program Files\BMC\ARSystem\remoteactionOLD.
  • (Linux) Rename /opt/bmc/ARSystem/remoteaction to /opt/bmc/ARSystem/remoteactionOLD.

• Obtain the credentials to administer the AR System server.

• For each application to be integrated, enable the AR System Object List on the server.
  For instructions, see "To enable and use the AR System Object List" in Administering the BMC Digital Workplace Catalog platform.

• (Optional) If you want to inspect the objects that are created by the integration script, configure BMC Remedy Developer Studio with access to the AR System server.
  For instructions, see Starting and logging on to BMC Remedy Developer Studio.

To run the Remedy application integration script

1. Copy the Remedy-ITSM-integration-patch-for-BMC-Digital-Workplace-Catalog.zip file onto the AR System server, and extract the files into a temporary folder.

   Example <Current User>\Downloads\Remedy-ITSM-integration-patch-for-BMC-Digital-Workplace-Catalog

   

2. Open a command line or terminal window.

3. Ensure that the JAVA_HOME environment variable is set.

   (Windows)

   > echo %JAVA_HOME%

   (Linux)

   # echo $JAVA_HOME

    

   If it is not set, set the JAVA_HOME environment variable.

   (Windows)

   > set JAVA_HOME="C:\Program Files\Java\latest"

   (Linux)

   # export JAVA_HOME=/usr/java/latest

4. Run the script for the server operating system.

   (Windows)

   > install.bat
   
   Enter AR System install directory :C:\Program Files\BMC Software\ARSystem
   Enter AR System admin user :Demo
   Enter AR System Password :password
   Enter ITSM hostname :bmc-itsm-sample
   Enter port number [zero if no port] : 0

   (Linux)

   # sh ./install.sh
   
   Enter AR System install directory :/opt/bmc/ARSystem
   Enter AR System admin user :Demo
   Enter AR System Password :password
   Enter ITSM hostname :bmc-itsm-sample
   Enter port number [zero if no port] :0

   Note

   The Linux script packaged in the zip archive is not executable. To run the script, do one of the following:

   • Invoke the sh command line interpreter to run ./install.sh .
   • Issue the command chmod +x install.sh to make the script executable.

   The script copies the required files and installs the forms, filters, and escalations.

To verify that the installation is complete

After you run the integration script the first time, you might want to inspect the files, forms, filters, and escalations that were loaded onto the server. You do not have to verify the creation of these objects with every integration.

1. Open the Remedy AR System ARSystemInstallDir folder and check for the creation of a remoteaction folder. The same files are created on both Windows and Linux systems.

   Contents of C:\Program Files\BMC\ARSystem\remoteaction folder

   

2. Open BMC Remedy Developer Studio and log on as the AR System administrator.

3. Verify whether the following objects have been created:

   Forms
   

   

   Filters
   

   

   Escalations
   

   

If all the files, forms, filters, and escalations were created as described, then the installation was successful.

To configure the callback to the BMC Digital Workplace Catalog server from the AR System server

Use the Remedy Mid Tier for the AR System server to create records to specify the BMC Digital Workplace Catalog server that shall receive the callbacks.

1. Open the AR System Objects List on the mid tier by using a URL similar to the following example. Replace <bmc-itsm-sample.com>  with the address of the AR System server.

   Example

   http://<bmc-itsm-sample.com>:8080/arsys/forms

2. When you are prompted, log on as an administrative user who has access permission use the following forms to create records:

   • SB:LocalApprovalConfiguration
   • SB:RemoteApprovalConfiguration

   Note

   Some systems require the AR System administrator to access these forms. Other systems allow an application administrator to access these forms. Contact your IT administrator if you are not sure.

3. Search for the form SB:LocalApprovalConfiguration, and then create the following record with values that match your system configuration:

   Example

   http://<bmc-itsm-sample.com>:8080/arsys/forms/<bmc-itsm-sample.com>/SB:LocalApprovalConfiguration

   Example

   Values that apply to the local Remedy AR System server

   Parameter	Example	Description
   Local Hostname	localhost	Server name of the AR System server. The value localhost is fine. You do not need to specify http or https.
   Local Port	0	The AR System server port number.
   Local User Name	Demo	The AR System <BMC_AR_USER> account.
   Local Password		The illustration shows Demo with an empty password. In practice, the AR System <BMC_AR_USER> account should be assigned a password.
   External process full path	"C:\Program Files\BMC Software\ARSystem\remoteaction\remoteaction.bat"	Based on the AR System server OS, modify the default path if needed. (Windows) ARSystemInstallDir\remoteaction\remoteaction.bat (Linux) ARSystemInstallDir/remoteaction/remoteaction.sh

4. Search for the form SB:RemoteApprovalConfiguration, and then create the following record with values that match your system configuration:

   Example

   http://<bmc-itsm-sample.com>:8080/arsys/forms/<bmc-itsm-sample.com>/SB:RemoteApprovalConfiguration

   Example

   Values that apply to the target BMC Digital Workplace Catalog server

   Parameter	Example	Description
   Remote Hostname	bmc-dwpcatalog-sample.com	Server name of the BMC Digital Workplace Catalog server. You do not need to specify http or https. If the BMC Digital Workplace Catalog server is configured with a load balancer for SSL access or high availability deployment, specify the hostname of the load balancer.
   Remote Port	8008	Port number used to access the  BMC Digital Workplace Catalog  application, not the platform (9988).
   HTTPS		Enable if the  BMC Digital Workplace Catalog  server is configured for SSL access.
   Remote User Name	hannah_admin@calbroservices.com	Tenant administrator user account.
   SBE Login End point	/api/myit-sb/users/login	Endpoint for authentication.
   SBE Signal End point	/api/myit-sb/processes/signal	Endpoint for process completion responses.

5. Remain logged into the AR System server and proceed to flush the SB:ServiceRequestStub cache.

To flush the SB:ServiceRequestStub cache

1. From the AR System Objects List, search for the form AP:Form and open it.

2. Within AP:Form, search for the SB:ServiceRequestStub form.

   Example

   http://<bmc-itsm-sample.com>:8080/arsys/forms/<bmc-itsm-sample.com>/AP%3AForm

   Example

   

3. Go to the Advanced tab.

   Example

   

4. Clear the value for Application Request ID and then Save the form.
5. Return the field value to $SBServiceRequestID$ and then Save the form again.

To configure connections for ITSM functionality

A catalog administrator must configure at least one connection that uses the Remedy connector. To use Atrium Configuration Management Database (CMDB) functionality, a catalog administrator must also configure a connection that uses the CMDB connector.  When you create the first connection for the Remedy connector, the system sets this connection as the default connection for entitlements and approvals. If you are integrating with Atrium Configuration Management Database (CMDB), when you create the first connection for the CMDB connector, the system sets this as the default CMDB connection. For information on creating connections, see Configuring-service-connectors.

To set the default connections for ITSM functionality

If you have more than one connection that uses the Remedy connector or more than one connection that uses the CMDB connector, a catalog administrator can set the default connection in BMC Digital Workplace Catalog. 

To change the default connections from the default values set by the system, perform the following steps:

1. Click the configuration gear () to open Application Settings.
2. In Default Connections section, select the applicable connections:
   
   • Entitlement/Approval–Displays connections that use the Remedy connector. Select the connection to the Remedy Service Request Management server. The connection to this server is used for entitlements and approvals, and should connect to the same Remedy ITSM server that is configured in BMC Digital Workplace.
   • CMDB–Displays connections that use the CMDB connector. Select the connection to Atrium CMDB. 
3. Click Save.
   
   

Troubleshooting the integration

Perform these tasks if you experience any problems while running workflows after you configure the integration to an AR System server.

Options you can use to troubleshoot the AR System server integration

• To monitor a request to observe the fields updated by a filter action, log on to the mid tier to access the AR System server and search for records created through the SB:ServiceRequestStub form.
• To investigate issues with the integration script, log on to the AR System server and go to the following log:
  
  • (Windows) C:\Program Files\BMC Software\ARSystem\log\remoteaction.log
  • (Linux) /opt/bmc/ARSystem/log/remoteaction.log

• To troubleshoot issues with the approval engine, log onto the AR System server  and go to the approval log (which must be enabled):

  • (Windows) C:\Program Files\BMC Software\ARSystem\arserver\db\arapprov.log
  • (Linux) /opt/bmc/ARSystem/arserver/db/arapprov.log

  To enable the approval log, log on to the mid tier and update the setting under Quick Links > Approval Administration Console > Server Settings.
  For more information, see BMC Remedy Approval Server configuration file settings.

To troubleshoot the communication from the BMC Digital Workplace Catalog server

1. Open the 

   BMC Digital Workplace Catalog

    server file system. Replace <installLocation> with the location of your BMC Digital Workplace Catalog application.
   Example: /opt/bmc/digitalworkplace.

2. Review the following log: <installLocation>/db/bundle.log

   • (Recommended) Run-time log example:

     # tail -f /opt/bmc/digitalworkplace/db/bundle.log

   • Text editor log example :

     # vi /opt/bmc/digitalworkplace/db/bundle.log

To troubleshoot issues with status updates from work orders

Issue: BMC Digital Workplace Catalog might not receive status updates from work orders.  The Remedy connector uses the WOI:WorkOrderInterface_Create form to create and track work orders to completion. By default, the SYS:Application CleanUp form deletes records from the WOI:WorkOrderInterface_Create form after one day (based on the retention period).

Workaround: Extend the retention period to a longer period (such as 60 days) that allows sufficient time for the work order to be completed. To extend the retention period, perform the following steps:

1. From the AR System server, search for the form SYS:Application CleanUp, and open it.
   The SYS:Application CleanUp form includes records for the forms for which it deletes record.
2. Search for the WOI:WorkOrderInterface_Create form, and change the value of Retention Period(Days) to the longer retention period, such as 60.
3. To save your changes, click Save.

Where to go from here

To configure connections to additional Remedy application servers, see Configuring-service-connectors.

To import services from Remedy Service Request Management, see Importing-service-catalog-items.

To create services, see Adding-and-updating-services.