Setting Up the Remedy ARS 7.1 System

更新日期: 2009年12月

適用於: Operations Manager 2007 R2

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

Remedy AR Server 7.1 Setup

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, as in the following example:

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

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

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 with an account that has application configuration permissions.

  2. Open the Remedy Application Administration Console.

  3. 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 drop-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 with availability set to “No.”

  4. Click Add to create the record.

Create Alert Ticket Categorizations

Perform the following steps to divide tickets into appropriate groups.

To create Operations Manager Alert ticket categorizations

  1. In the Remedy Application Administration Console, click the Create link 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”

  2. Click Add to create the record.

Import Interface Forms, Filters, and Data Files

During the Interop Provider component installation 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 forms and filters is copied to the Interop Provider installation folder. The file for Remedy ARS 7.1 is in the 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

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

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

    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-71.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: 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 administrator privileges.

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

  3. Click Open Data File, select the Remedy 71 State Transitions.xml file, and then click Add All.

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