TrueSight Operations Management integration reference

• 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.

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

• 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 Person data.

• Configuration
  If you are integrating BMC Helix Multi-Cloud Broker with an on-premises instance of ITSM, enter the following values:

  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 request.

• Configuration
  If you are integrating BMC Helix Multi-Cloud Broker with an on-premises instance of ITSM, enter the following values:

  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 TSOM 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 (TSPS) that you configured while installing TSOM. For example, enter https://[TSPS Server Name].
  TrueSight Data Providers	Enter the hostname of TrueSight Infrastructure Management (TSIM) server that you configured while installing TSOM. For example, enter [TSIM 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

• 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.

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

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

  WarningDo 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

• 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

• 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

• 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 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.
  

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