Integrating BMC Helix ITSM with BMC Client Management

The BMC Client Management (BCM) integration helps service desk agents and specialists working in BMC Helix ITSM to resolve issues with BCM-managed assets. With this integration, depending on the level of BCM access, users can perform any or all of the following actions on BCM-managed assets from the asset profile in BMC Helix ITSM—Asset Details (viewing asset details), Audit Now (performing an audit), Check Connection (pinging a device), Reboot, Shut down, and Wake up.

BMC Helix ITSM can be integrated with BMC Client Management 12.1 and later versions.

Important

Integration with BMC Client Management is not supported when Progressive Views is enabled.

Integration overview

The BMC Helix ITSM integration with BCM depends on four main components that are described in the following table:

Component	Description
BCM – BMC Helix CMDB integration	The BCM integration with BMC Helix CMDB supports the BMC Helix ITSM integration by adding FPIntegrationID to the BMC.CORE:BMC_BaseElement class. After adding the attribute, the BMC Client Management – BMC Helix CMDB integration installer runs a reconciliation job to populate FPIntegrationID with the DeviceID from BCM. BMC Helix ITSM checks the value in FPIntegrationID to identify BCM-managed assets. When there is a value in FPIntegrationID, BCM-related menu options are displayed in the More menu in the BMC Helix ITSM asset profile. For more information, see Before you begin.
BCM web services modules	BMC Helix ITSM uses the BCM web services REST API to communicate with the BCM server. Both, the HTTP Protocol Handler module and the Web API module must be loaded on the BCM master server. You can load the modules in Persistent mode (the default) to ensure that the modules are always running, even if the BCM master server restarts.
BCM properties in the CCS form	The Centralized-configuration form contains the BCMServerUrl property, which identifies the BCM host name and the port number that BMC Helix ITSM uses to integrate with BCM, for example, https://hostname:port. BMC Helix ITSM supports integration with the BCM master server. The value you set for BCMServerUrl depends on how BCM is configured: http:// or https:// protocol—Use https:// if BCM is configured for SSL. See Copying SSL certificates. hostname—The name of the BCM master server where the HTTP Protocol Handler module and Web API module are loaded. See Before you begin. port—Set the port number based on the BCM port number you are using; the default ports (1610/1611) or the integration port (1616). For more information, see BMC Client Management Ports in the BMC Client Management documentation. The BCM integration also uses the BCMApiVersion and BCMLanguages properties in the CCS form. These properties are for internal use by BMC and they should not be modified. Note: The values set in this file are reflected after approximately 30 minutes. You can refresh the BMC Helix ITSM server cache for the updates to be effective immediately.
BCM login credentials	BMC Helix ITSM users must provide BCM login credentials to perform BCM actions on assets. For more information, see Providing BMC Helix ITSM user access to BCM.

Before you begin

BCM must be integrated with BMC Helix CMDB. For more information, see Integrating with BMC Helix CMDB.
The HTTP Protocol Handler module and Web API modules must be loaded on the BCM master server. For more information, see Agent Configuration steps,Setting the HTTP Protocol Handler module parametersand Setting the Web API module parameters.

To copy SSL certificates

Important

This section is applicable to BMC Client Management 12.8 and earlier versions.

The BMC Helix ITSM-BCM integration supports SSL=0, SSL=1, and SSL=2. If BCM is configured for SSL, you must copy the certificate from the BCM master server and import it to the keystore of JRE installed on the BMC Helix ITSM server.

You can use one of the following methods to import the certificate:

(Recommended) By using a keytool, such as KeyStore Explorer:
1. Download and install KeyStore Explorer from http://www.keystore-explorer.org/downloads.php.
2. Select Tools > Import Trust Certificate to import the certificate to the keystore and truststore.
By using the OpenSSL command line:

Example (keystore import): <JAVA_HOME>\bin\keytool -import -keystore keystore -alias example.com -file signed_certificate_file

Example (truststore import): <JAVA_HOME>\bin\keytool -import -keystore truststore -alias user_name -file certificate_file

Note: Make sure that the alias does not already have an associated key, or an error will be displayed.

If you are using the default ports (1610/1611)—The certificate is available on the /console service on the BCM master server.
Open the https://BMCServerURL:defaultPort/console URL on the BMC Helix ITSM server, so that the JNLP file is downloaded directly to the BMC Helix ITSM server. If you open the URL from any other machine, you will have to copy the downloaded JNLP file to the BMC Helix ITSM server. The console page provides the option to download the required certificate as a JNLP file. Download this file and execute it on the BMC Helix ITSM server to import the certificate to the BMC Helix ITSM server keystore.
The JNPL files can be executed on the BMC Helix ITSM server directly using the utility which is shipped as part of JRE. For more information about this utility, see http://docs.oracle.com/javase/7/docs/technotes/tools/share/javaws.html and https://www.java.com/en/download/faq/java_webstart.xml.
If you are using the integration port (1616) — The required certificate is from a trusted signing authority.
Obtain a copy of the certificate from the signing authority if you do not have a copy of the certificate that you need to provide to the BCM. Copy the certificate to the BMC Helix ITSM server and import it in the BMC Helix ITSM server keystore. Also, in this case you need to make sure that the BMCServerURL property in the CCS form is configured with port number 1616.

For more information about SSL in BCM, see Configuring the web service and Configuring SSL for BMC Client Management.

To specify the BCM server URL

Log in to Mid Tier as an administrator.
Open the CCS form.
From the global settings ( * ) of the com.bmc.arsys.smartit component, search for the BCMServerUrl property.
For the Property Value, enter the BCM master server URL and port number, such as https://company.BCMServer.com:1616 or http://company.BCMServer.com:1611.
For more information, see Integration overview.
Save the property record.
Your changes take effect in 30 minutes, after the Smart IT cache refreshes. You can also refresh the BMC Helix ITSM server cache for the updates to be effective immediately.
Note
The other BCM-related properties, BCMApiVersion and BCMLanguages, are for internal use by BMC, and should not be modified.

To provide BMC Helix ITSM user access to BCM

BMC Helix ITSM users must provide BCM login credentials once per BMC Helix ITSM session. When a BMC Helix ITSM user opens an asset profile and selects any BCM asset action from the More menu for the first time, a login dialog box is displayed. After you log in with BCM credentials, you can then select BCM actions for any BCM-managed asset during the same BMC Helix ITSM session, without having to log in again. Only the actions for which the you have permissions are enabled.

You can provide individual BCM administrator credentials to each BMC Helix ITSM user who handles BCM-managed assets, or you can optionally create a single BCM administrator account for use by all BMC Helix ITSM users. To perform BCM actions, BMC Helix ITSM users must have BCM administrator read access to each asset, as well as appropriate capabilities, such as Device View.

For more information, see Managing security, Managing inventory, and Managing direct access to a device.

To verify a successful integration

From a ticket in BMC Helix ITSM, open any related asset that is managed by BMC Client Management, for example a file sharing server.
From the asset profile, select More > Check Connection.
Log on using your BCM credentials. You should be able to successfully ping the server.
Then select More > Reboot.
After a few moments, check the connection again, and verify that the device is responding.
The reboot and ping actions are recorded in the activity feed.

To troubleshoot the integration

The following table provides information about troubleshooting the BMC Helix ITSM integration with BCM.

Issue	Causes	Solution
BCM actions are not displayed under the More menu on the asset profile.	Progressive Views have been enabled and you are using the PWA screen for asset. Integration with BMC Client Management is not supported when Progressive Views is enabled.	Disable Progressive Views.
BCM actions are not displayed under the More menu on the asset profile.	The asset does not have an FPIntegrationID value. The BCMServerUrl property in the CCS form is empty.	Run the installer to integrate BCM with BMC Helix CMDB. Set the BCMServerUrl value.
An SSL handshake exception occurs when the user tries to log in to BCM after selecting an action under the More menu.	The BCM server certificate for the configured port is not installed on the Smart IT server.	Install the BCM certificate on the Smart IT server.
A Not Found error is displayed when the user tries to log in to BCM after selecting an action under the More menu.	The web services modules are not loaded on the BCM server.	Load the web services modules on the BCM server.