Integrating BMC TrueSight Infrastructure Management with BMC Remedy OnDemand

You can integrate BMC TrueSight Infrastructure Management/BMC ProactiveNet with BMC Remedy OnDemand using the HPD:IncidentServiceInterface web service. For information about using the web service, see Integrating-directly-with-Incident-Management.

This integration supports Level1, Level2, Level3 of Intelligent Ticketing. For information about the Intelligent Ticketing levels, see Understanding BMC Intelligent Ticketing.

BMC Remedy OnDemand hybrid environment

Using a sample scenario, the following diagram illustrates the information flow in a hybrid SaaS environment. For example, BMC TrueSight Infrastructure Management/BMC ProactiveNet is on premises, whereas BMC Remedy is hosted in a SaaS environment.

diagram_integrating_with_rod.png

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

  4. The Incident ID is sent back to BMC TrueSight Infrastructure Management/BMC ProactiveNet.

    If BMC TrueSight Infrastructure Management is running on SSL, you must configure SSL. For information about how to achieve this communication, see Configuring-SSL-for-communication.

    For information about importing the required SSL certificates, see Importing-SSL-certificates.

    Note

    If you have installed Service Pack1: 3.0.01, communication through a SSL channel is not required. BMC TrueSight pulls the incident information from BMC Remedy ITSM through the HPD_OutbouboundEventInterface web service.

  5. An IncidentInfo event is created.
  6. Router issue is resolved and the corresponding event is closed in BMC TrueSight Infrastructure Management/BMC ProactiveNet.
  7. The IncidentInfo event is closed and the details are sent to BMC 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 BMC TrueSight Infrastructure Management/BMC ProactiveNet and BMC Remedy OnDemand

Note

Ensure that you have installed the BMC Gateway Client SuiteKit 1.0.00 before proceeding with this integration. Contact your BMC Remedy OnDemand administrator for the Gateway Client installer and the relevant instructions.

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

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

To integrate CMDB with BMC TrueSight Infrastructure Management/BMC ProactiveNet

Notes

In this procedure, specifying values for UDDI fields is optional.

When you are integrating BMC TrueSight and ITSM running in different networks, typically, you will need to open the following port numbers:

  • At ITSM side, open the AR ports: 46262 for Remedy OnDemand and 1840. (You need 1840 port number for automated publishing.)
  • At BMC TrueSight side, open the ports 1828 and 80 for the integration to work correctly.
  1. Open the BMC TrueSight Infrastructure Management 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 host name or IP address of the AR System Remedy OnDemand server.

    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 BMC Remedy OnDemand system.

    AR Server Port

    Enter the port number that you have configuredof 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 BMC Remedy OnDemand user name required to log on to the AR System server. The default is Demo. This user must have Administrative administrative privileges.

    Note: Ensure that the AR System server user name is the name of the BMC Remedy OnDemand user name.

    AR Server Password

    Enter the password required to log on to the BMC Remedy OnDemand server

    Publishing Mode

    Select Single Server or Multiple Server depending on whether you installed BMC 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.

    integrating_with_rod.png

  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.

To integrate BMC TrueSight Infrastructure Management/BMC ProactiveNet with BMC 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 mid tier server hostname

    MidTier Server Port

    Enter 443 as the mid tier server port

    MidTier Server Protocol

    Select HTTPS as the mid tier server protocol

    integrating_with_rod2.png

  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.

Related topic

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

 

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