Integrating BMC Control-M Workload Automation with BMC Service Desk: Incident Management

This integration supports Level 1 of service resolution and creates incidents only for critical events. For information about the service resolution levels, see BMC-Service-Resolution-levels.

The following topics are provided:

• • Information flow
  • To integrate with Remedy IT Service Management

Information flow

Using a sample scenario, the following diagram illustrates the information flow from BMC Control-M Workload Automation to Incident Management.

1. A BMC Control-M Workload Automation job fails and an alarm is raised.
2. Record cache and alarm attributes are cached through the CTM-Incident interface. Alarm attributes are used to query BMC Control-M Enterprise Manager API and all related Job details are cached.
3. After the job details are cached, the Remedy configuration XML document is created. The XML document is sent to Incident Management through the HPD:IncidentServiceInterface web service. Based on the description provided in the XML, an incident is created in Incident Management.
4. Incident Management sends the incident ID back to BMC Control-M Workload Automation as acknowledgement.
5. The incident ID is cached at BMC Control-M Workload Automation to update existing incidents.

To integrate with Remedy IT Service Management

1. In the ctmticket/etc/ctmticket.properties file, perform the following:
   
   1. Set the value of the Integration_System parameter as follows:
      Integration_System=Remedy
   2. Set CTMGUISERVER to point to the Control-M GUI server.
2. In the ctmticket/etc/ctmticket_Remedy.properties file, set the following parameter values:
   
   • Set REMEDYHOME to point to the AR System server host.
   • Set REMEDYURL to point to the Remedy AR System Mid Tier path.
   • Set WSDLURL to point to HPD:IncidentServiceInterface web service.

   • Set hostname:8080 to point to the name and port number of the AR System server endpoint.

     Note

     When setting the host name, ensure that you do not add any extra leading or trailing white space to the host name.

     

3. Verify that all following configurations are complete and have correct values:

   Configuration to verify	Required values or parameters
   ctmticket/etc/credentials.properties file	CONTROLMUSER CONTROLMPASSWORD REMEDYUSER REMEDYPASSWORD
   ctmticket/etc/ctmticket.properties file	REMEDYENDPOINT – The service address of Remedy Mid Tier. CTMTICKETLOGDIR LOGLEVEL org.omg.CORBA.ORBClass=org.jacorb.orb.ORB org.omg.CORBA.ORBSingletonClass=org.jacorb.orb.ORBSingleton com.bmc.ctmem.emapi.GSR.hostname com.bmc.ctmem.emapi.GAS.hostname com.bmc.ctmem.emapi.XMLDATAPATH
   ctmticket/etc/ctmticket_Remedy.properties file	REMEDYHOME points to the AR System server host. WSDL URL points to the HPD:IncidentServiceInterface web service
   Control-M EM parameters	SendAlarmtoScript – Must be set to the path of the activation script in the bin directory – ctmticket.bat. For a Windows setup, a helper script called shortname.vbs – provides the full path name in 8.3 format to be inserted into the Control-M parameter. SendSnmp – Must be given the value 1 or 2