Appendix A - The BMC Remedy ARS Connector

  • Article

Applies To: Operations Manager 2007 R2, Operations Manager 2007 SP1

Configuring the BMC Remedy AR Server

Before installing the Interop Provider of the Operations Manager 2007 R2 Connector for Remedy ARS, the Remedy ARS administrator must perform the following tasks on the server or servers that are running Remedy AR Server.

Customizations

  • If you have customized your Remedy Help Desk or Incident Management application, or if you have patched Remedy v6.3, implementing the Connector might require customization to allow the entry and processing of Operations Manager 2007 R2 alerts and updates. This occurs most likely if you change the way required fields are validated or populated on an Incident.

  • If you change the values that are used in the Status, Priority, Impact, or Urgency fields, you must remap them in the Connector code, so that the values in the Connector match your values. This is necessary so that the Connector can populate an Incident without error. Contact Microsoft for assistance if this scenario occurs.

  • If you change the values for your Status field, or if you change your Resolution or Pending Reasons values, you must change the State Transition Mapping form field values and data after installation to match your values.

Remedy Configuration

  • If the AR System PortMapper is not enabled, the ARTCPPORT environment variable must be set to the value of the AR TCP port for the Interop Provider to communicate with the Remedy AR system. For example:

    set ARTCPPORT = your-AR-TCP-port-value

Versioning

  • The Remedy RMS Connector was developed and tested by using the following product versions:

    • V6.3: Help Desk v6.0 (unpatched) on a Remedy v6.3 (unpatched).

    • V7.1: Incident Management 7.0.3 update 7 on a Remedy v7.1 update 6.

    • V7.5/7.6: Incident Management 7.6 update 1 on Remedy v7.5 update 3.

Installing on Remedy AR Server v6.3

Remedy AR Server v6.3 must have the Remedy Help Desk 6.x installed and is used to receive Alerts. Use the following settings to create an Operations Manager user and to configure an Operations Manager alert ticket.

Create an Operations Manager user:

  • Open the BMC Remedy User application by using an account that has application configuration permissions.

  • Open the SHR:People form (alias: Person Information) in a new window.

  • Set all fields to their default value, and then enter the following information:

    • Login Name = opsmgr

    • Last Name = Manager

    • First Name = Operations

    • Support Staff? = Yes

    • Type = External

    • Status = Busy

    • AR License Type = Fixed

    • Application License Type = HelpDesk-Fixed

    • Group List = APP-Support, Administrator

Important

The opsmgr Login Name must be a member of the Remedy Administrators group.

Create Operations Manager Alert ticket categorizations:

  • Open the SHR:Categorization form in New mode, and enter the following values:

    • Category = "Monitoring"

    • Type = "OpsMgr"

    • Item = "Alert"

Operations Manager 2007 R2 Connectors Interface Forms and Filters for Remedy ARS

During the Interop Provider component installation in the Remedy ARS environment, a file that contains the Operations Manager 2007 R2 Interface form plus other forms and filters is copied to the designated Remedy AR Server. These Remedy ARS forms and filters must be imported to enable the flow of Operations Manager 2007 R2 alerts to Remedy ARS tickets.

The .xml file that contains these forms and filters is copied to the Interop Provider installation folder. The file for Remedy ARS 6.3 is located in the following directory.

C:\Program Files\System Center Operations Manager 2007 Providers\Operations Manager 2007 Connector to BMC Remedy AR System 6.3 Provider\

To import Connector interface forms and filters

  1. Log on to Remedy Administrator with an account that has administrative credentials.

  2. Ensure that any existing Operations Manager Connectors forms or filters are removed. In the Remedy Administrator – Server Window, in Tree view, select Forms, and in the Forms pane, select and delete all forms that start with SCI:. Do the same in the Filters pane.

    Warning

    If you want to retain existing Work Flow TicketId information about forwarded tickets, do not delete the SCI:OMI:IncidentSearch form.

  3. In the Remedy Administrator – Server Window, select the Tools menu, select Import Definitions, and then click From Definition File.

  4. In the Import File dialog box, locate and select the SCIOpsMgr2007Interface-63.xml file. To find an .xml file, ensure that the Files of type value is set to AR XML Definition files (*.xml), and then click Open.

  5. In the Import Definitions dialog box, in the Object Count text box, verify the following object counts:

    • Forms: 3

    • Filters: 34

    • Filter Guides: 2

  6. Click Add All to move all forms and filters to the Objects to Import list, and then click Import.

To import the State Transitions data file

  1. Open the Remedy Import tool, and log on with administrative credentials.

  2. Click Open Form, and select the SCI:StateTransitions form.

  3. Click Open Data File, select the SCIStateTransitions.arx file, and then click Add All.

  4. Click Start Import to import the data file. Verify that 42 records were imported.

Installing on Remedy AR Server v7.1 or 7.5

To install the provider on a Remedy AR Server v7.1 or 7.5, first create a Operations Manager user and then create a Operations Manager Alert ticket categorizations.

Create an Operations Manager user:

  • Open the BMC Remedy User application by using an account that has application configuration permissions.

  • Open the Remedy Application Administration Console.

  • Click the Create link next to People Configuration and enter the following information:

    • First Name = Operations

    • Last Name = Manager

    • Client Type = Office Based Employee

    • Contact Type = Tech Support

    • Company = <Your Company>

    • Organization = <optional>

    • Department = <optional>

    • Support Staff = Yes

    • E-mail Address = (Required for user type – create generic e-mail address)

    • Site = <From the pull-down list, select an appropriate site.>

    • Login Name = opsmgr

    • Password = Manager

    • License Type = Fixed

    • Full Text License Type = None

    • Application Permissions = Incident Master, AR System Administrator (to have access to CI data, Asset Viewer will automatically be assigned) and Incident User

    • User must be a member of any of the support groups that have availability set to "No"

  • Click Add to create the record.

Important

The opsmgr Login Name must be a member of the Remedy Administrators group.

Create Operations Manager Alert ticket categorizations:

  • In the Remedy Application Administration Console, click Create next to Operational Category Configuration and enter the following information:

    • Operational Categorization Tier 1 = "Monitoring"

    • Operational Categorization Tier 2 = "OpsMgr"

    • Operational Categorization Tier 3 = "Alert"

    • Status = "Enabled"

    • Make Category available for = "Current company"

  • Click Add to create the record.

Operations Manager 2007 R2 Connectors Interface Forms and Filters for Remedy ARS

During the Interop Provider component installation in the Remedy ARS environment, the file that contains the Operations Manager 2007 R2 Interface form plus other forms and filters is copied to the designated Remedy AR Server. These Remedy ARS forms and filters must be imported to enable the flow of Operations Manager 2007 R2 alerts to Remedy ARS tickets.

The .xml file that contains these forms and filters is copied to the Interop Provider installation folder. The file for Remedy ARS 7.1 is located in the following directory.

C:\Program Files\System Center Operations Manager 2007 Providers\Operations Manager 2007 Connector to BMC Remedy AR System 7.1 Provider\

To import Connector interface forms and filters on a Remedy 7.0/7.1 server only with BMC Remedy Incident Management 7.0.x installed and used to receive Alerts

  1. Log on to Remedy Administrator with an account that has administrative credentials.

  2. Ensure that any existing Operations Manager Connectors forms or filters are removed. In the Remedy Administrator – Server Window in Tree view, select Forms, and in the Forms pane, select and delete all forms that start with SCI:. Do the same in the Filters pane.

    Important

    If you want to retain existing Work Flow TicketId information about forwarded tickets, do not delete the SCI:OMI:IncidentSearch form.

  3. In the Remedy Administrator – Server Window, select the Tools menu, select Import Definitions, and then click From Definition File.

  4. In the Import File dialog box, browse to and select the SCIOpsMgr2007Interface-71.xml file. To find an .xml file, ensure that the Files of type value is set to AR XML Definition files (*.xml). Then click Open.

  5. In the Import Definitions dialog box, in the Object Count text box, verify the following object counts:

    • Forms: 4

    • Filters: 35

    • Filter Guides: 2

    • Menus: 1

  6. Click Add All to move all forms and filters to the Objects to Import list, and then click Import.

To import the State Transitions data file

  1. Open the Remedy Import tool, and log on with administrative credentials.

  2. Click Open Form, and select the SCI:StateTransitions form.

  3. Click Open Data File, select the SCIState Transitions-7.1.xml file, and then click Add All.

  4. Click Start Import to import the data file. Verify that 56 records were imported.

To import Connector Interface Forms and Filters on a Remedy 7.5 server only with BMC Remedy Incident Management 7.5 or 7.6 installed and used to receive Alerts

  1. Log on to Remedy Administrator with an account that has administrative credentials.

  2. Ensure that any existing Operations Manager Connectors forms or filters are removed. In the Remedy Developer Studio, open All Objects, double-click Forms, and in the Forms pane, select and delete all forms that start with SCI:. Do the same in the Filters pane.

    Important

    If you want to retain existing Workflow ticket ID information about forwarded tickets, do not delete the SCI:OMI:IncidentSearch form.

  3. In the Remedy Developer Studio, on the menu, select File, and then Import.

  4. In the Import dialog box, do the following:

    1. To open the BMC Remedy Developer Studio menu, click the right arrow adjacent to it.

    2. Select Object Definitions, and then click Next.

    3. Choose the appropriate server, and then click Next.

    4. Browse to and select the SCIOpsMgr2007Interface-71.xml file.

  5. In the Object Selection dialog box, do the following:

    1. Select all objects, by using standard Windows selection methods.

    2. Click Finish.

    3. Verify that the the installation succeeded, and that the number of imported objects is as follows:

      1. Forms: 4

      2. Forms: 35

      3. Filter Guides: 2

      4. Menus: 1

To import the State Transitions data file

  1. Open the BMC Remedy Data Import tool, and log on with administrative credentials.

  2. On the menu, select Form, and then New Mapping.

  3. In the Source Data File field, browse to and select the SCIState Transitions-71.xml file.

  4. Select the Target Server.

  5. Select the Target Form Name: SCI:StateTransitions.

  6. Click the Auto Map button. All form fields should be displayed in the Field Value Mappings table.

  7. Orom the Menu, select Import and then Start Import.

  8. Verify that 56 records were imported.