Integrating with BMC Helix Service Monitoring for probable cause analysis

For integrating BMC Helix ITSM: Smart IT with BMC Helix Service Monitoring (Powered by AIOps), as an administrator, you must set CCS parameters in BMC Helix ITSM: Smart IT and create authorization profile(s) in BMC Helix Operations Management so that the users can view the CIs or monitored devices in BMC Helix Service Monitoring (Powered by AIOps).

To configure the Incident screen by updating CCS parameters

Perform the steps described in Setting-configuration-parameters-for-Smart-IT documentation and update the following CCS parameters in the components as listed in the table:

Important

You can also find the details about these CCS parameters, such as description and default value to be entered in Setting-configuration-parameters-for-Smart-IT.

Setting name	Component
enableAIOPSIntegration	com.bmc.arsys.smartit
Helix-Portal-URL	com.bmc.arsys.server.shared
Helix-Portal-Tenant-Id	com.bmc.arsys.server.shared
innovation_suite.base.url	com.bmc.arsys.smartit
pca.numberOfDaysForViewRecentCR	com.bmc.arsys.smartit
IFrame-Allowed-Sites	com.bmc.arsys.server.shared
pca.refreshInterval	com.bmc.arsys.smartit

To update authorization profile in BMC Helix Operations Management

Only when the BMC Helix ITSM: Smart IT users have the appropriate permissions via roles and authorization profiles, they can view devices from BMC Helix Operations Management in BMC Helix Service Monitoring (Powered by AIOps). These permissions are managed in BMC Helix Portal. As an administrator, you must perform one of the following procedures to provide ITSM users the access to all or selected devices.

To provide access to all devices

When the BMC Helix ITSM: Smart IT users are imported and synced in BMC Helix Portal, by default they are added to the Licensed User user group. The following illustration explains the steps for mapping licensed user group to authorization profile and providing authorization profile with the access to all the devices:

For the ITSM agents to view the Probable causal nodes in BMC Helix ITSM: Smart IT, perform the following steps:

Launch BMC Helix Operations Management.
Select Administration > Authorization profiles.
Click Create and then enter Authorization Profile Name.
Click +Add for Associated User Groups.
In the Search for User Groups window, select Licensed User.
In the Objects tab, select Edit from Associated Objects menu.
Select Devices and save the changes.
Save the Authorization profile.

The procedure mentioned in this section provides ITSM users with the read-only access to all the devices.

To restrict access to selected devices

Ensure that the ITSM users are mapped to specific support groups in the AR System Logical User Grouping form. When the support group data is imported and synced in BMC Helix Portal, a user group with the type External ITSM is created. You can provide access to these support groups to view data of selected devices in BMC Helix Service Monitoring (Powered by AIOps). The following illustration explains the combinations of providing or restricting access to selected devices:

As an administrator, to provide access to these support groups to view data of selected devices in BMC Helix Service Monitoring (Powered by AIOps), you must perform the following steps:

Launch BMC Helix Operations Management.
Select Administration > Authorization profiles.
Click Create and then enter Authorization Profile Name.
Click +Add for Associated User Groups.
In the Search for User Groups window, select a user group that you want to map to selected devices in BMC Helix Operations Management.
In the Objects > Devices tab, click +Add.
In the Search for Objects window, search and select device(s).
Click OK and save the Authorization profile.
Repeat this procedure to create authorization profiles for other support groups of your organization.