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Reference for integration between BMC Helix ITSM and TrueSight Operations Management by using BMC Helix Integration Service

BMC Helix Multi-Cloud Broker provides out-of-the-box mappings and application level configurations so that you can create incidents in ITSM from TrueSight Operations Management events. To establish integration with TrueSight Operations Management, you configure the following connectors, flows, and connector targets. You must set up tenant-level configurations.

After you complete the integration, your users can use features, for example, the creation of incidents in BMC Helix ITSM upon receiving of TrueSight Operations Management events, and so on. Each flow in the list of flows is essentially a feature that you can use. Depending upon your use case, you might have to configure multiple flows. BMC Helix Multi-Cloud Broker logically chains the flows and connector processes to complete the feature.

Related topic

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

List of connectors for integration with TrueSight Operations Management

You must configure the following connectors when setting up integration with TrueSight Operations Management. These connectors are integration points for the respective applications. For instance, to send the data from BMC Helix Multi-Cloud Broker to TrueSight Operations Management, you must configure a flow from the Multi-Cloud connector to the PSR connector.

Warning

Important

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 BMC Helix 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.

  • Account
    Add a BMC Helix ITSM user account that has permission to view business service requests and permissions to update 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 reauthenticate.PNGto re-authenticate after you have changed the password for your tenant administrator user account in BMC Helix Multi-Cloud Broker.
    For information about changing the user password, see Creating or modifying People data.

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 BMC Helix 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 BMC Helix ITSM URL.

For example, enter http://[ITSM Server Name]:8008.

  • Account
    Add an BMC Helix ITSM user account that has permissions for viewing business service requests and permissions for updating incidents and change or problem requests.

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 the 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 the 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 BMC Helix ITSM user account that has permissions for viewing business service requests and permissions for updating incidents and 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.

List of flows for integration with TrueSight Operations Management

When enabling the integration with TrueSight Operations Management, configure the flows the enable the functionality. For example, to create an incident in ITSM from TrueSight Operations Management, you must configure TSOM Event to create ITSM Incident via MCSM flow.

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 Studio.

  • Field Mapping

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

    Error
    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
      Important:       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
      Important:       The value of this field is set to Yes.

      NA

      Work_Info_ViewAccess
      Important:       The value of this field is set to Internal.

      NA

      Work_Info_Source
      Important:       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

      Important: 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

      Important: The value of this field is set to BPPM.

      NA

      EventMoM
      Important:       The value of this field is set to BPPM.

      NA

      EventSeverity

      Event Severity

      EventStatus

      Event Status

      Action
      Important:       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
      Important:       The value of this field is set to New.

      NA

      Urgency

      Event Priority

      Impact

      Event Severity

      Incident Type
      Important:       The value of this field is set to Infrastructure Event.

      NA

      Reported Source
      Important:       The value of this field is set to BMC Impact Manager Event.

      NA

      Vendor
      Important:       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

      Important: The value of this field is set to TrueSight Ops Mgmt for PSR.

      NA

      Vendor Ticket Properties

      Important: 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

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

    Important: The value of this status is set to Incident_Status .

    NA

Send Error Notification

  • Trigger

    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
    Important:     The value of this field is set to Integration Service.

    NA

    Warning

    Important

    You can change the following out-of-the-box field mappings:

    • Subject
    • From

    However, BMC recommends that you retain the existing mappings.

List of connector targets for integration with TrueSight Operations Management

When a ticket is brokered from any vendor to ITSM, the ticket data first comes in BMC Helix Multi-Cloud Broker before being sent to BMC Helix ITSM. To send the data from BMC Helix Multi-Cloud Broker to BMC Helix ITSM, you must configure the MCSM ITSM connector target and set it in the Connector Process ITSM.

MCSM ITSM

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

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*

BMC Helix Multi-Cloud Broker 25.3