Modifying Multi-Cloud Service Management configuration
Out-of-the-box provided with BMC Helix Multi-Cloud Service Management are flow templates that can be used to create your own custom flows. You can update the flow trigger conditions and update field mappings to your organization's requirements.
The customized flows can then be tested and deployed into production.
Designing flows supports the following:
- Three Innovation Suite tenants to support the model:
- Tailoring
- Test
- Production
- Three environments for your Remedy ITSM/Smart IT solution:
- Development
- Test
- Production
- Integration Service, however, does not support multiple tenants and all tasks are completed in a single tenant. This means that you need to control the integrations using configurations and/or profiles and name that you give to the flow.
This topic describes how to manage a flow in Integration Service from tailoring to production.
Activation
BMC provisions three Innovation Suite tenants a single Integration Service tenant for your organization. Each of the Innovation Suite tenants have Designing flows deployed. In Integration Service, a set of flow templates are deployed at SaaS level that each tenant can use. For each connector that requires configuration setting, there are three out-of-the-box configurations. Each of the Innovation Suite environments will use the corresponding configuration of the connectors. Part of the provisioning process is that the production environment flows for moving data from ITSM or vendor to Designing flows is deployed ready for configuration.
The connector configuration names are as follows:
- Tailoring – Multi-Cloud
- Testing – Multi-Cloud
- Production – Multi-Cloud
This means the corresponding flow names would be as follows:
- Tailoring – Create Brokered Incident
- Testing – Create Brokered Incident
- Production – Create Brokered Incident
Each of these flows would be configured with the appropriate configurations and profiles for their ITSM and Innovation Suite instances. Other flows are also similarly set up .
Development to Production Process
There are different possibilities that you could go through for the development to production process:
- You initially use an existing flow template to create a new flow.
- You make changes to an existing flow.
- You add a custom vendor that you are integrating with and create a new flow using it.
The recommended flow naming convention is:
<Environment> - <Flow Type> - <Version>
For example, Tailoring – Create Brokered Incident – v1.0.
Using existing flow templates to create new flows
When an Integration Service tenant is provisioned for you, a set of flow templates is available for you to use. If you want an Remedy ITSM incident to be brokered to your vendor, you will need to use the Create Brokered Incident flow.
- In Integration Studio, select Create Brokered Incident from the Catalog and click Use this Flow to create a new flow from the flow template. Select the connector configurations, and click OK. Click My Flows and rename the flow you created to Tailoring – Create Brokered Incident - v1.0.
- Make changes to the flow as per your requirements and perform unit testing.
- Publish the Tailoring – Create Brokered Incident - v1.0 flow to the catalog and name it Custom - Create Brokered Incident – v1.0. You can name the flow by navigating to the flow Catalog and clicking Edit for the corresponding flow.
- Create a new flow from the flow template, Custom - Create Brokered Incident – v1.0, by selecting the flow from the Catalog and clicking Use this Flow. Select the testing environment configurations and profiles for Remedy ITSM and Innovation Suite, and click OK. Click My Flows and rename the flow you created to Testing – Create Brokered Incident - v1.0.
- Perform testing and when done you can move to production.
- Create a new flow from the flow template, Custom - Create Brokered Incident – v1.0, by selecting the flow from the Catalog and clicking Use this Flow. Select the production environment configurations and profiles for Remedy ITSM and Innovation Suite, and click OK. Click My Flows and rename the flow you created to Production – Create Brokered Incident - v1.0.
Changing existing flows in production
Consider the scenario where you have already created a flow to broker ITSM incidents to your vendor and this flow is already in production. At this point, if you want to bring more data from Remedy ITSM to be brokered to the Vendor, you need to make an update to the Create Brokered Incident flow.
- Disable the Tailoring – Create Brokered incident - v1.0 flow.
- Create a new flow from the flow template, Custom - Create Brokered Incident – v 1.0, by selecting the flow from the Catalog and clicking Use this Flow. Select the tailoring environment configuration and profiles for Remedy ITSM and Innovation Suite, and click OK. Click My Flows and rename the flow you created to Tailoring – Create Brokered Incident - v2.0.
- Make changes to the flow as per your requirements and perform unit testing.
- Publish the Tailoring – Create Brokered Incident -v2.0 flow to the catalog and name it Custom - Create Brokered Incident – v2.0. You can name the flow by navigating to the flow Catalog and clicking Edit for the corresponding flow.
- Disable the Testing – Create Brokered incident - v1.0 flow.
- Create a new flow from the flow template, Custom - Create Brokered Incident – v 2.0. Select the testing environment configuration and profiles for Remedy ITSM and Innovation Suite, and click OK. Click My Flows and rename the flow you created to Testing – Create Brokered Incident - v2.0.
- Perform testing and when done you can move to production
- Disable the existing production flow, Production – Create Brokered Incident - v1.0.
- Create a new flow from the flow template, Custom - Create Brokered Incident – v 2.0, by selecting the flow from the Catalog and clicking Use this Flow.. Select the production environment configuration and profiles for Remedy ITSM and Innovation Suite, and click OK. Click My Flows and rename the flow you created to Production – Create Brokered Incident - v2.0.
Using a custom vendor to create new flows
This is similar to when you create new flows from existing flow templates, except that the new flow is created directly in My Flows using the Multi-Cloud connector and the custom Vendor connector, instead of being created from a flow template.