Integrating TrueSight Infrastructure Management or ProactiveNet with Remedy OnDemand

You can integrate TrueSight Infrastructure Management or ProactiveNet with Remedy OnDemand using the HPD_IncidentServiceInterface web service. For information about using the web service, see Integrating-directly-with-Remedy-ITSM-using-web-services.

This integration supports Level 1, Level 2, and Level 3 of service resolution. For information about the service resolution levels, see BMC-Service-Resolution-levels.

• • Remedy OnDemand hybrid environment
  • Configuring the integration between TrueSight Infrastructure Management or ProactiveNet and Remedy OnDemand
  • Related topic

Remedy OnDemand hybrid environment

Using a sample scenario, the following diagram illustrates the information flow in a hybrid SaaS environment. For example, ProactiveNet is installed as an on-premises product, whereas Remedy is hosted in a SaaS environment.

1. ProactiveNet detects a degradation in the response time of a router.
2. An alert is triggered and routed to ProactiveNet.
3. Using the event and the CI information, an Infrastructure incident is created in Remedy OnDemand through the web service.

4. The Incident ID is sent back to ProactiveNet.
   
   For information about importing the required SSL certificates, see Importing-SSL-certificates.

   Note

   ProactiveNet pulls the incident information from Remedy ITSM through the HPD_OutbouboundEventInterface web service. For more information, see Using-HPD_-IncidentOutboundEvent-web-service.

5. An IncidentInfo event is created.
6. Router issue is resolved and the corresponding event is closed in ProactiveNet.
7. The IncidentInfo event is closed and the details are sent to Remedy OnDemand.
8. A Service Desk technician closes the incident.

For information about how CIs are discovered before being published to CMDB, see http://www.tideway.com/confluence/display/WRK/Preparing+BMC+Atrium+CMDB+for+synchronization.

Configuring the integration between TrueSight Infrastructure Management or ProactiveNet and Remedy OnDemand

After you install BMC Service Resolution, you must configure the integration between ProactiveNet and Incident Management. This integration involves the following activities:

1. Publish the CI information from CMDB to ProactiveNet. See Integrate CMDB with BMC TrueSight Infrastructure Management/BMC ProactiveNet.
2. Integrate ProactiveNet with Remedy OnDemand. See Integrate BMC TrueSight Infrastructure Management/BMC ProactiveNet with Remedy OnDemand.

To integrate CMDB with ProactiveNet

1. Open the ProactiveNet operator console.
2. Click Options > Administration > Integrations with other BMC products.
3. Click the Edit link.

4. Select the BMC AR Server/CMDB check box and enter the values in the following fields:
   

   Input field	Description
   AR Server Hostname	Enter the server name of the AR System Remedy OnDemand server. For Helix or Rod, enter onbmc-s as the hostname. Note: Ensure that the host name in this field is the name of the local client gateway that you have configured to integrate with the Remedy OnDemand system.
   AR Server Port	Enter the configured port number of the Remedy OnDemand server. Enter the same port number that you have configured in the AR API port for development field when configuring the local client gateway.
   AR Server User	Enter the Remedy OnDemand user name required to log on to the AR System server. The default is Demo. This user must have Administrative privileges. Note: Ensure that the AR System server user name is the name of the Remedy OnDemand user name.
   AR Server Password	Enter the password required to log on to the Remedy OnDemand server.
   Publishing Mode	Select Single Server or Multiple Server depending on whether you installed ProactiveNet on a single server or multiple server environment. If you select Multiple Server, the Enterprise parameter in the pserver.conf file is set to True otherwise, it is set to False. The Enterprise parameter enables (T) or disables (F) the enterprise mode of operation.
   UDDI Hostname	(Optional) Enter the host name of the UDDI registry for Atrium CMDB or the name of the Atrium Web Services Server.
   UDDI Port	(Optional) Enter the port number of the UDDI registry for CMDB or the port number of Atrium Web Services server for CMDB.
   UDDI User	(Optional) Enter the UDDI registry user name. The default is admin.
   UDDI Password	(Optional) Enter the UDDI registry password.
   BMC ProactiveNet Server Protocol	Select the application protocol. The default protocol is http.

   

5. Click Apply.

   Notes

   • Logs for the CMDB integration are in the integrate_atrium_cmdb.log located at installationDirectory/pw/pronto/logs.
   • If UDDI is configured for HTTPS, set bmc.uddi.registryserver.secure.enabled=true   in the pw\custom\conf\pronet.conf file and restart JServer.

See the following topics in the TrueSight Infrastructure Management 10.0 online documentation:

• Ports required to integrate with BMC Atrium CMDB

• Integrating BMC Atrium CMDB with Infrastructure Management

To integrate ProactiveNet with Remedy OnDemand

1. Click the Service Desk Integration check box.
   

   Note

   Do not select the BMC Remedy Service Desk check box.

   
   

2. Enter values in the following fields:
   

   Input field	Description
   AR Server Hostname	Enter the Remedy OnDemand server name
   AR Server Port	Enter the AR server port number
   AR Server User	Enter the AR server user name
   AR Server Password	Enter the password
   MidTier Server Hostname	Enter the Remedy Mid Tier server hostname
   MidTier Server Port	Enter the configured port number. 443 is the default Remedy Mid Tier server port.
   MidTier Server Protocol	Select HTTPS as the Remedy Mid Tier server protocol

   

3. Click Apply.
4. Import valid SSL certificates to the BMC_ProactiveNet_HOME\pronto\conf\pnserver.ks and BMC_ProactiveNet_HOME \jre\lib\security\cacerts folders. Run the following commands in the order shown below to import the certificates:
   • <installation_directory>\TrueSight\pw\pronto\conf>"<installation_directory>\TrueSight\pw\jre\bin\keytool" -import -file Rod-onbmccom.crt -keystore pnserver.ks -alias mykey02
   • <installation_directory>\TrueSight\pw\jre\lib\security>keytool -import -keystore cacerts -file Rod-onbmccom.crt -alias mykey02

Related topic

Creating-BMC-Remedy-ITSM-logon-account-ID