Integrating with BMC Remedy › How to Configure a BMC Remedy Integration › How to Configure BMC Remedy Integration Components › Configure and Test BMC Remedy Connection › Configure ITIL BMC Remedy Server Settings

Configure ITIL BMC Remedy Server Settings

You configure the ITIL BMC Remedy server settings within CA Process Automation to enable the connection between the two products.

Follow these steps:

1. Start the CA Process Automation Management Console.
2. Click User Requests.

   The User Requests pane opens.

   Note: If the pane does not open, recycle the console. Changes may not have been applied from a previous operation.

3. Expand CA Remedy Gateway, right-click RemedyITSMConfiguration, and select Start Request.

   The Remedy Parameters pane opens on the right. This pane contains fields that are mandatory for incident creation.

4. Enter values for the following fields as described. The fields that are marked as optional use a default value if left blank.

   Important! Some fields such as Category, Item, and Type only accept specific values. For example, the Priority field can only be Urgent, High, Medium, or Low. If you enter an invalid value, the incident is not created. For more information about valid entries, see the BMC Remedy AR System documentation.

   Note: An asterisk at the beginning of the name indicates that you can input an expression (in JavaScript). Static strings are double-quoted.

   MidTier Hostname/IP Address and port

   Specifies the BMC Remedy Mid-Tier server host name or IP address and port in the following format: server:port. Use the following URL to test this value: http://server:port/arsys/home.

   If you omit the port number, it defaults to 80.

   Remedy Mid-Tier Server is configured to use SSL

   Specifies whether the BMC Remedy Mid-Tier server is configured to use SSL.

   Note: If the server is configured to use SSL, ensure that you have installed the SSL certificate on the CA Process Automation server. For more information about installing the SSL certificate, see Install SSL Certificate for Remedy Mid-Tier Server.

   Remedy AR Server Name

   Specifies the BMC Remedy AR System server name. Use the following URL to test this value: http://midtier_server:port/arsys/WSDL/public/ar_server/ITPAM_HelpDesk_Modify_Service.

   Username to create, query, and modify Incidents

   Specifies the user name to log in to BMC Remedy.

   Password for the user

   Specifies a valid password for the BMC Remedy user name.

   Maximum concurrent connections to Remedy

   Defines the number of simultaneous BMC Remedy connections allowed.

   Default: 10

   *Customer first name

   Specifies the BMC Remedy customer first name. This value is used as the Requester Name in the generated BMC Remedy incident. The name must exist in BMC Remedy as a valid name.

   *Customer last name

   Specifies the BMC Remedy customer last name. This value is used as the Requester Name in the generated BMC Remedy incident. The name must exist in BMC Remedy as a valid name.

   *Reported source for incident creation

   Specifies the source that created the ticket. You can map the source to the CA SOI event_source property. For more information, see How to Customize BMC Remedy Ticket Fields with CA SOI Alert Parameters.

   *Incident service type

   Specifies the service type that the incident requires. Select a value from the drop-down list.

   *Impact

   Specifies the incident impact. You can map this value to the CA SOI impact value. For more information, see How to Customize BMC Remedy Ticket Fields with CA SOI Alert Parameters.

   *Urgency

   Specifies the incident urgency. You can map this value to any of the exposed CA SOI values. For more information, see How to Customize BMC Remedy Ticket Fields with CA SOI Alert Parameters.

   *Categorization tier 1

   (Optional) Specifies the first categorization tier.

   Default: Default

   *Categorization tier 2

   (Optional) Specifies the second categorization tier.

   Default: Default

   *Categorization tier 3

   (Optional) Specifies the third categorization tier.

   Default: Default

   *Assignee

   (Optional) Specifies the incident assignee.

   *Assigned group

   (Optional) Specifies the assigned group name.

   *Assigned group shift name

   (Optional) Specifies the assigned group shift name.

   *Assigned support company

   (Optional) Specifies the support company name.

   *Assigned support organization

   (Optional) Specifies the support organization name.

   *Resolution reason when alert is cleared

   Specifies a resolution reason. Select a value from the drop-down list. This field is required if the Auto close ticket when alert cleared check box is selected.

   Auto close ticket when alarm cleared

   Specifies whether a BMC Remedy ticket is automatically closed when the related CA SOI alert is cleared.

   Auto clear alert when ticket closes

   Specifies whether a CA SOI alert is cleared when the associated BMC Remedy ticket is closed.

   Email to report Remedy related errors

   Specifies a valid email address.

   Retries before reporting error

   Specifies the number retry attempts when a failure occurs.

   Default: 3

   Note: Some of the parameters have drop-down lists that correspond to default BMC Remedy values. To customize the values in these lists, you can modify the Common Dataset. For more information about customizing BMC Remedy ticket fields, see How to Customize BMC Remedy Ticket Fields with CA SOI Alert Parameters.

   The Remedy WorkInfo Parameters page opens. The fields on this page are not mandatory by default for incident creation.

5. Enter values in the fields as necessary and click Next.

   The Remedy Additional Parameters page opens. The fields on this page are not mandatory by default for incident creation.

   Note: If the page does not open, ensure that you have entered values for all fields on the Remedy Parameters page.

6. Enter values in the fields as necessary and click Next.

   The Remedy Custom Parameters page opens. For more information about this page, see How to Customize BMC Remedy Ticket Fields with CA SOI Alert Parameters.

7. Click Next.

   The Start Request page opens.

8. Click Finish.

   The request displays on the Start Request Instances pane.

9. Click Refresh.

   A State value of Completed indicates a successful BMC Remedy connection.