Synchronizing users between BMC HR Case Management and BMC Remedy ITSM

If you have BMC Remedy IT Service Management (BMC Remedy ITSM) deployed, you must synchronize ITSM self-service users with BMC HR Case Management as part of postinstallation configuration.

This topic describes the following topics:

Overview of the synchronization process

Synchronization of users consists of the following processes:

Initial synchronization (importing users)
In this manual process, you create a job in the HRCM-ITSM Sync Console to import ITSM users to BMC HR Case Management. During the import process, the user details are imported: first and last name, email adress, login credentials, and VIP status.

The [expand] macro is a standalone macro and it cannot be used inline. Click on this message for details.
This macro generates standalone content. As a consequence you need to make sure to use a syntax that separates your macro from the content before and after it so that it's on a line by itself. For example in XWiki Syntax 2.0+ this means having 2 newline characters (a.k.a line breaks) separating your macro from the content before and after it.The initial synchronization takes place in the following order:
1. Load data—User data is collected from BMC Remedy ITSM according to the job parameters.
2. Validate data—The system checks whether all required user data is in the profiles.
3. Promote data—Data is imported to BMC HR Case Management.
Automatic synchronization
After you complete the initial synchronization, data is synchronized automatically. The automatic synchronization process adds new users and updates the changes in the BMC HR Case Management user records.

To synchronize users, you must import the data available in the CTM:People form from BMC Remedy ITSM to the BMC HR Case Management COL:CORE:People form. The process of synchronizing users is different for the following deployments:

BMC HR Case Management and BMC Remedy ITSM are on the same AR System server.

Click here to view the data flow diagram...

The following data flow diagram shows how the CTM:People form is synchronized with the COL:CORE:People form and with the User form on BMC Remedy AR System Server.

BMC HR Case Management and BMC Remedy ITSM are on separate AR System servers.

Click here to view the data flow diagram...

The following data flow diagram shows how CTM:People form is synchronized with the COL:CORE:People form and with the User form on BMC Remedy AR System server.

When people records from BMC Remedy ITSM are synchronized with BMC HR Case Management, users who have a login ID in BMC Remedy ITSM become case users, and have standard viewer permissions. You can promote their user roles manually.

Important

User passwords are not copied from BMC Remedy ITSM. The user records are saved without passwords.

Before you begin

When you synchronize BMC Remedy ITSM and BMC HR Case Management, keep the following considerations in mind:

The HRCM-ITSM Sync Console is available only after configuring integration with a remote AR System server.
HR Master and BMC Remedy AR System administrators, by default, have access to the HRCM-ITSM Sync Console.

To synchronize users on the same AR System server

Log in to the BMC Remedy Action Request System as a system administrator.
In the Quick Links section, select HRCM-ITSM Sync Console.
Create and run a user sync job.

Click to view details...

Click Create Job .
The HRCM-ITSM Sync Console is displayed:
1. Enter the values for parameters in the Filter to sync data from ITSM column.
  You can filter user data that you want to synchronize by selecting values in the Company, Organization, Department, and Client Type lists.
  Tip: To import data from a particular site that is available in the BMC Remedy ITSM, you must manually type the site name.
2. Select values for all parameters in the Set Default values for HRCM column.
3. By setting the default values for BMC HR Case Management, you map values from CTM:People form (BMC Remedy ITSM) to the values in the COL:LOAD:People form (BMC HR Case Management).
4. (Optional) Click Get Count to view the number of users that match the filter criteria.
5. Click Save.
  The data from CTM:People is saved in the COL:LOAD:People form.
Click Load Data.
If running the job results in a validation error:
1. Click Refresh in the Related data from Staging Form section.
  The Related data from Staging Form section displays a list of user records that are validated with errors the without errors.
2. Update <AR System server address>:<AR System server port>/arsys/<AR System server address>/CTM:People form for all user records that have Validation Error load status. When the job status changes to Load Successful, records in the job can be promoted.
3. Click the record that contains an error to edit the related CTM:People form.
Click Promote Data .
The data is created in BMC HR Case Management in the COL:CORE:People form.

To synchronize users on separate AR System servers

Configure DSO for both the AR System servers.
For more information, see Configuring integration with a remote BMC Remedy AR System server.
As an administrator, log in to the AR System server where BMC HR Case Management is installed.
In Quick Links section, select HRCM-ITSM Sync Console.
Create and run the user sync job.
The [expand] macro is a standalone macro and it cannot be used inline. Click on this message for details.
This macro generates standalone content. As a consequence you need to make sure to use a syntax that separates your macro from the content before and after it so that it's on a line by itself. For example in XWiki Syntax 2.0+ this means having 2 newline characters (a.k.a line breaks) separating your macro from the content before and after it.After you promote your user sync job, the users are synchronized automatically when there is an update to the user group matching the criteria selected for synchronization.
Note
The automatic synchronization works only one way—from BMC Remedy ITSM to BMC HR Case Management.

Where to go from here

Verifying-the-installation