Creating incidents from TrueSight Operations Management events via BMC Helix Integration Service

TrueSight Operations Management delivers end-to-end performance monitoring and event management. It uses AIOps to dynamically learn behavior, correlate, analyze, and prioritize event data so that IT operations teams can predict, find and fix issues faster. You can use BMC Helix Multi-Cloud Broker to enable the prebuilt integration with TrueSight Operations Management to remediate and service these issues by using BMC Helix ITSM. BMC Helix Multi-Cloud Broker creates an incident in BMC Helix ITSM whenever an event is triggered. Events are updated in TrueSight Operations Management based on updates to the BMC Helix ITSM incident. Also, TrueSight Operations Management event information is displayed on the Smart IT interface, and you can open the event from the ticket details and the Activity tab.

Before you begin

Complete all preconfiguration tasks before you configure the TrueSight Operations Management integration.

To select the integration option for TrueSight Operations Management

Log in to BMC Helix Innovation Suite.
On Workspace, click Multi-Cloud Broker.
To launch BMC Helix Multi-Cloud Broker, click Visit Deployed Application.
Tip
You can access BMC Helix Multi-Cloud Broker directly by entering the URL https://hostName:portNumber/helix/index.html#/com.bmc.dsm.mcsm/login and logging in as a tenant administrator.
To open the configuration page, click Settings .
Select Start Here > Quick Configuration Guide.
In the Step 1: Choose configuration tab, perform the following steps:
1. From the Choose configuration list, select the Helix integration service.

b. Under Notification, select TrueSight Ops Mgmt for PSR to ITSM Incident, and click Next.

The Perform configurations tab displays a list of the common configurations, connectors, flows, and connector targets and processes that you need to configure as described in the next tasks.

To map TrueSight Operations Management vendor data to ITSM or Smart IT

Configuring vendor data includes setting up a vendor organization and defining vendor mappings for the technology provider. Vendor mapping ensures that your vendor is notified about changes to the ITSM fields by sending updates as a comment to the corresponding vendor ticket.

If you have not already done so, to set up the vendor organizations, on the Perform configurations tab, click Manage Vendor Organizations. For instructions, see Performing-common-preconfiguration-tasks.
To add or update the vendor mapping, on the Perform configurations tab, click Manage Vendor Metadata.
On the Configure Vendor Metadata page, click to open the Map New Vendor page.
Enter a Description that makes it easy for you to identify the vendor metadata configuration.

Select the Ticketing Technology Provider.
The Ticketing Technology Provider is the application the vendor uses to manage tickets.

Vendor	Ticketing Technology Provider
Amazon	AWS
JIRA Software	JIRA
Salesforce Service Cloud	Service Cloud
CA Agile Central	Agile Central
ITSM	Vendor ITSM
JIRA Software Service Desk	JIRA Service Desk
Microsoft Azure Devops	Azure DevOps
Azure Monitor	Azure Alerts
IBM QRadar	QRadar
TrueSight Operations Management	TrueSight Ops Mgmt for PSR

Click Add Mapping.
BMC Helix Multi-Cloud Broker displays the default Instance URL, Vendor Field Mapping and Display Field Mapping.
Click Save.
From the Integration Platform list, select Integration Service.

To configure connectors for integrating ITSM and TrueSight Operations Management with BMC Helix Multi-Cloud Broker

For each feature you selected, complete the following procedure for the connectors listed on the Configuration Links page.

To navigate to BMC Helix Integration Service, on the Configuration Links page, click Configure connectors in Integration Studio under Required Common Configurations.
You must configure the connectors listed for each feature, in addition to the connectors listed under Required Common Configuration.
To enter field values, select a connector, such as ITSM, and click Configuration.
You might need to click the arrow on the ribbon in the lower section of the screen to open the Configuration pane.
To update the configuration defaults, enter the appropriate field values by referring to the list of connectors at the end of this procedure.
To add or update the user account that is used to access the vendor application, click Accounts.

List of connectors and configuration values for integration with TrueSight Operations Management

Note

You can configure the following connectors based on the type of incident that you want to create:

ITSM—Enables integration with ITSM for incident, change, work order, problem, and work log records.
ITSM for PSR—Enables integration with ITSM for automated proactive service resolution.

ITSM

Configuration
If you are integrating BMC Helix Multi-Cloud Broker with an on-premises instance of ITSM, enter the following values:
Field
Value
Site
Select the site that you created for Remedy.
AR server
Enter the name of your on-premises AR System server.
AR server port
Enter the port number for your on-premises AR System server.

Field	Value
Site	Select the site that you created for Remedy.
AR server	Enter the name of your on-premises AR System server.
AR server port	Enter the port number for your on-premises AR System server.

Account
Add a ITSM user account that has permissions to view business service requests and permissions to update incidents, change, or problem requests.

ITSM for PSR

Configuration

Field	Value
Name	Enter a name for the connector configuration.
Description	Enter a description for the connector configuration.
Site	Select the site required to establish a connection between ITSM and BMC Helix Integration Service. You can either use the default cloud site or create your own site.
Number of instances	Keep the default value (2).
ITSM Url	Enter your ITSM URL. For example, enter http://[ITSM Server Name]:8008.

Account
Add a ITSM user account that has permissions for viewing business service requests and permissions for updating incidents, change, or problem requests.

Multi-Cloud

Configuration
While activating BMC Helix Multi-Cloud Broker, BMC configures the Multi-Cloud connector. Do not modify the default Multi-Cloud connector configuration.

Account
BMC sets up the account for the Multi-Cloud connector.
Click to re-authenticate after you have changed the password for your tenant administrator user account in BMC Helix Innovation Studio.
For information about changing the user password, see Creating or modifying People data.

TrueSight Ops Mgmt for PSR

Configuration

Field	Value
Name	Enter a name for the connector configuration.
Description	Enter a description for the connector configuration.
Site	Select the site required to establish a connection between BMC TrueSight Operations Management and BMC Helix Integration Service. You can either use the default cloud site or create your own site.
Number of instances	Keep the default value (2).
TSPS Server URL	Enter the URL of TrueSight Presentation Server that you configured while installing TrueSight Operations Management. For example, enter https://[TrueSight Presentation Server Name].
TrueSight Data Providers	Enter the hostname of TrueSight Infrastructure Management server that you configured while installing TrueSight Operations Management. For example, enter [TrueSight Infrastructure Management Server Name].
TrueSight User Realm	If you are using Local User Authentication with Remedy Single Sign-On (Remedy SSO or RSSO), enter the realm name that you are using for the authentication.
TrueSight Tenant	Enter the name of the TrueSight tenant. If you do not have the tenant name, enter *.
TrueSight Retry Count	Keep the default value (5) or enter a new one.
TrueSight Retry Interval	Keep the default value (60000) in milliseconds or enter a new one.
TrueSight Concurrent Request	Keep the default value (10) or enter a new one.

Account
Add a ITSM user account that has permissions for viewing business service requests and permissions for updating incidents, change, or problem requests.

SMTP Email

Configuration
To send email notifications for errors, specify values for the following fields:
Field
Value
Name
Enter a name for the connector configuration.
Site
Select the appropriate site for your email server.
Connection type
Select the type of connection for your email server.

Account
Add an email account to be used for sending error notifications.

To configure flow triggers and field mappings between ITSM, BMC Helix Multi-Cloud Broker, and TrueSight Operations Management

For each feature you selected, complete this procedure for the flows listed on the Configuration Links page.

To navigate to BMC Helix Integration Service, on the Configuration Links page, click Configure flows in Integration Studio under Required Common Configurations.
You need to configure the flows listed for each feature, in addition to the flows listed under Required Common Configuration.
To open the flow template page, on the Catalog tab in Integration Studio, click the flow you want to configure.
To create a copy of the flow template, click .
Select the appropriate accounts for the end-point connectors of the selected flow.
You specify the connector accounts when configuring connectors.
To update the name of the flow that you have copied from the flow template, select My Flow, open the flow that you copied, and update the title.
Specify the trigger Conditions and Field mapping, and click OK.
For more information about trigger conditions and field mappings, see the list of flows at the end of this procedure.
Click My Flows and select the flow that you created from the flow template.
To verify the target values for the trigger conditions and the field mappings, in the right pane, click Details.

List of flows and configuration values for integration with TrueSight Operations Management

TSOM Event to create ITSM Incident via MCSM

Trigger
Do not modify the trigger condition defined for this flow. The trigger is based on a webhook subscription defined in BMC Helix Innovation Suite.

Field Mapping

This flow has a series of subflows. Field mappings are defined for each sub-flow.

Warning

Do not modify the Webhook Condition Parameter defined in the field mapping.

Flow Target 1 - ITSM for PSR (Create or update incident)

Field	Value
Short Description	Event Message
Created_By Note: The value of this field is set to BiiARS.	NA
Work_Info_Details	Application ID is not empty, Class Name equals APM_INCIDENT_EV
Work_Info_SecureLog Note: The value of this field is set to Yes.	NA
Work_Info_ViewAccess Note: The value of this field is set to Internal.	NA
Work_Info_Source Note: The value of this field is set to BMC Impact Manager Event.	NA
mc_ueid	Event Id
Status_Event	Event Status

Flow Target 2 - ITSM for PSR (Update incident with event information)

Field	Value
Short Description Note: The value of the short description is the output of the first action of this flow	NA
mc_ueid	Event Id
EventPriority	Event Priority
EventSource Note: The value of this field is set to BPPM.	NA
EventMoM Note: The value of this field is set to BPPM.	NA
EventSeverity	Event Severity
EventStatus	Event Status
Action Note: The value of this field is set to CREATE_EVENT.	NA

Flow Target 3 - Multi-Cloud (Create incident)

Field	Value
Summary	Event Message
Priority	Event Priority
Company	ITSM Company
Description	Event Message
Status Note: The value of this field is set to New.	NA
Urgency	Event Priority
Impact	Event Severity
Incident Type Note: The value of this field is set to Infrastructure Event.	NA
Reported Source Note: The value of this field is set to BMC Impact Manager Event.	NA
Vendor Note: The value of this field is set to TrueSight Ops Mgmt for PSR.	NA

Flow Target 4 - Multi-Cloud (Update vendor ticket data)
Field
Value
Status
Event Status
Vendor Note: The value of this field is set to TrueSight Ops Mgmt for PSR.
NA
Vendor Ticket Properties Note: Do not change the out-of-the-box mappings.
NA

Field	Value
Status	Event Status
Vendor Note: The value of this field is set to TrueSight Ops Mgmt for PSR.	NA
Vendor Ticket Properties Note: Do not change the out-of-the-box mappings.	NA

Sync Incident

Trigger
Field
Value
Broker Vendor Name
The value of this field is set to is not empty.
Field Mapping
Following are the out-of-the-box field mappings:
Field
Value
incidentNumber
Incident Number
Summary
Summary
Description
Notes
Status
Status
Priority
Priority
Urgency
Urgency
Impact
Impact
Company
Company

Field	Value
Broker Vendor Name	The value of this field is set to is not empty.

Field	Value
incidentNumber	Incident Number
Summary	Summary
Description	Notes
Status	Status
Priority	Priority
Urgency	Urgency
Impact	Impact
Company	Company

Incident Create/Update to informational Event Create/Update

Trigger
Do not specify any trigger conditions for this flow.

Field Mapping

Following are the out-of-the-box field mappings:

Field	Value
Event Class	component_id is not empty
Class Name	component_id is not empty
Cell Name	cell_name
Relation Source	EventId
Event MC Ueid	EventId
Routing ID	cell_name
Routing Type	cellname
Incident Priority	incident_priority
Incident Status Note: The value of this status is set to Incident_Status.	NA

Send Error Notification

Trigger
Field
Value
Flow Target
Multi-Cloud

Field	Value
Flow Target	Multi-Cloud

Field Mapping
Field
Value
To
Enter the email account that will receive the error notification.
Subject
Flow Title
From
Note: The value of this field is set to Integration Service.
NA
Note
You can change the following out-of-the-box field mappings:
- Subject
- From
However, BMC recommends that you retain the existing mappings.

Field	Value
To	Enter the email account that will receive the error notification.
Subject	Flow Title
From Note: The value of this field is set to Integration Service.	NA

To define connector targets for TrueSight Operations Management integration

BMC preconfigures the out-of-the-box connector targets for all BMC Helix Multi-Cloud Broker features. If you want to update the connector configuration or account information, update the connector target for the feature.

Warning

Do not delete the out-of-the-box connector targets.

To navigate to BMC Helix Innovation Suite, in the Configuration Links page, click Configure Connector Targets in Innovation Studio under Required Common Configurations.
You need to configure the connector targets listed for each feature on the Configuration Links page, in addition to the ones listed under Required Common Configuration.
Click the connector target you want to configure or click to configure a new connector target.

Enter or update the following values and save the configuration.

Field	Instructions
Name	Enter a unique name for the configuration. The name is associated with the process that is related to the connector you are configuring.
Connector Type	Select the connector type from the list of connectors available to you in BMC Helix Integration Service.
Configuration	Select a configuration from the list. For example, if you select qradar as the Connector Type, all the configurations that you have made for qradar are displayed in the Configuration list.
Profile	Select a profile. For example, if you select qradar as the Connector Type, all the profiles that you have created for qradar are displayed in the Configuration list.

List of connector targets for integration with TrueSight Operations Management

MCSM Remedy ITSM

For the MCSM ITSM connector target, define the connection configuration and profile required by the connector process.

When you complete the configuration for all the components, verify that incidents are created in ITSM to TrueSight Operations Management.