Integrating BMC TrueSight Infrastructure Management with BMC Remedyforce

You can integrate BMC TrueSight Infrastructure Management/BMC ProactiveNet with BMC Remedyforce using generic Salesforce APIs to create and update an incident. You can access the Salesforce APIs using the Partner WSDL. For information about using the web service, see https://developer.salesforce.com/page/Introduction_to_the_Force.com_Web_Services_Connector.

This integration supports Level 1 use case of Intelligent Ticketing. For information about the Intelligent Ticketing levels, see Understanding BMC Intelligent Ticketing.

Following topics are provided:

• • Integration with BMC Remedyforce
  • Configuring the integration between BMC TrueSight Infrastructure Management/BMC ProactiveNet and BMC Remedyforce
  • Customizing the integration between BMC TrueSight Infrastructure Management/BMC ProactiveNet and BMC Remedyforce

Integration with BMC Remedyforce

Using a sample scenario, the following diagram illustrates the information flow from BMC TrueSight Infrastructure Management/BMC ProactiveNet to BMC Remedyforce.

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. An event incident is created through the transport mechanism based on the event and the relevant operational categories.
   
4. BMC Remedyforce creates an incident through the Partner WSDL and sends a unique ID back to BMC TrueSight Infrastructure Management/BMC ProactiveNet as acknowledgement.
5.  BMC TrueSight Infrastructure Management/BMC ProactiveNet creates an IncidentInfo event after receiving acknowledgement from BMC Remedyforce.
6. The router issue is fixed.
7. The event in BMC TrueSight Infrastructure Management/BMC ProactiveNet is closed.
   The IncidentInfo event is closed as the original event is closed in BMC TrueSight Infrastructure Management/BMC ProactiveNet.
   Event closure details are sent to BMC Remedyforce.
8. A Service desk technician needs to close the incident in BMC Remedyforce. Note that this is an independent event.

Configuring the integration between BMC TrueSight Infrastructure Management/BMC ProactiveNet and BMC Remedyforce

After you install BMC Service Resolution, you must configure the integration between BMC TrueSight Infrastructure Management/BMC ProactiveNet and BMC Remedyforce.

To configure the integration

1. Open the BMC TrueSight Infrastructure Management/BMC ProactiveNet Operations Console.
2. Click Options > Administration > Integrations with other BMC products.
3. Click the Edit link.
4. Under Integrations, select the Service Desk Integration check box.
5. In the Service Desk Integration area, clear the BMC Remedy Service Desk check box.
   
6. In the User Name field, enter your BMC Remedyforce account user name.
7. In the Password field, enter your account password.
8. In the Security Key field, enter the encrypted security key provided for your BMC Remedyforce account.
   
   
9. Click Apply.

Customizing the integration between BMC TrueSight Infrastructure Management/BMC ProactiveNet and BMC Remedyforce

BMC recommends that after you configure the integration, you perform certain customizations in BMC ProactiveNet so that information exchanged during the incident lifecycle is consistent between BMC TrueSight Infrastructure Management/BMC ProactiveNet and BMC Remedyforce. If you do not perform these customizations, the values provided in the RemedyForceDefaultMapping.map will be considered for incident urgency, impact, category, and status and if this does not match with the values used in BMC Remedyforce, it might result in inconsistency.

To perform the customization

1. In a text editor, open and edit the RemedyForceDefaultMapping.map located in the <ibrsdHome>\conf directory.
2. For the following slots, update the slot information with that of the information as customized in BMC Remedyforce.
   • Urgency
   • Impact
   • Category

   • Status
     For example, for Category, enter the database and network values shown in the box in the following image:

     
      

3. (Optional) To use a template during incident creation, specify the Template ID in the Template property under the MapName (BEMUseCaseNEW) section.
   For example, change the following line:
   #Template=<name of template>
   to
   Template==”Server Request Template”
4. Save the file.
5. Restart the Service Desk Integration Gateway process.