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 Non-ITIL BMC Remedy Server Settings

Configure Non-ITIL BMC Remedy Server Settings

You configure the non-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 RemedyHPDConfiguration, 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. All fields are required, but some provide default values.

   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.

   Remedy Mid-Tier Server

   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, the port number 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 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.

   Remedy Username

   Specifies the user name to log in to BMC Remedy.

   Remedy Password

   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

   *Remedy Requester Login

   Specifies the BMC Remedy incident requester login. This value is used as the login value in the generated BMC Remedy incident.

   *Remedy Requester Name

   Specifies the full name of the BMC Remedy requester. 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.

   *Remedy ticket category

   Specifies the BMC Remedy ticket category.

   Default: Default

   *Remedy ticket item

   Specifies the BMC Remedy ticket item.

   Default: Default

   *Remedy ticket type

   Specifies the BMC Remedy ticket type.

   Default: Default

   *Source in Remedy for ticket creation

   Specifies the BMC Remedy ticket source.

   Default: NMP (Network Management Program)

   Auto close ticket when alarm cleared

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

   Email address to send failure messages

   Specifies a valid email address.

   Max retries for Remedy operations

   Specifies the number retry attempts when a failure occurs.

   Default: 3

5. Click Next.

   The Remedy Optional Parameters page opens.

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

6. Enter values in the fields as necessary.

   These fields correspond to the default fields in the BMC Remedy HPD:HelpDesk form and are not mandatory by default for incident creation. However, if the BMC Remedy are customized, a field may be required.

   Note: The Ticket priority and urgency fields have a preset list of values. You can change the values in this list by editing the values in 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.

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.