Setting Up the Remedy ARS 6.3 System

  • Articolo

Aggiornamento: dicembre 2009

Si applica a: Operations Manager 2007 R2

After you have installed the Remedy Interop Provider, you must set up a Remedy AR Server.

Remedy AR Server 6.3 Setup

If the AR System PortMapper is not enabled, the ARTCPPORT environment variable must be set to the value of the AR TCP port so that the Interop Provider can communicate with the Remedy AR system, as in the following example:

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

You must perform the following steps as a Remedy ARS administrator on the Remedy AR Server.

Create an Operations Manager User

An Operations Manager User is required for every Remedy AR Server connector on the system.

To create an Operations Manager User

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

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

  3. 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

Create Alert Ticket Categorizations

Perform the following steps to divide tickets into appropriate groups.

To 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”

Import Interface Forms, Filters, and Data Files

During the installation of the Interop Provider component in the Remedy ARS environment, a file that contains 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 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 by using an account that has administrative privileges.

  2. Ensure that any existing Operations Manager Connectors forms or filters are removed.

    Avviso

    If you want to retain existing Work Flow ticketid information on 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-63.xml file, 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 administrator privileges.

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

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

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