Integrating with BMC Remedy › How to Configure a BMC Remedy Integration › How to Customize BMC Remedy Ticket Fields with CA SOI Alert Parameters › Configure BMC Remedy Web Services XML Elements

Configure BMC Remedy Web Services XML Elements

To support custom or mandatory fields when creating a BMC Remedy ticket using the CA Process Automation Remedy connector and CA Remedy Gateway processes, you must define a parameter by which to pass information from CA SOI and the connector to BMC Remedy for each added field. If the custom or mandatory field does not appear on the Remedy Parameters or Remedy Optional Parameters pages in CA Process Automation, a parameter has not been defined and associated with the BMC Remedy field in the CA Remedy Gateway processes by default.

To declare a new parameter, you define an XML element in BMC Remedy web services. The XML element is added to the ITPAM_HelpDesk_Submit_Service (non-ITIL versions) or ITPAM_HPD_IncidentInterface_Create_WS (ITIL versions) web services definition, which is used for communication between CA Process Automation and BMC Remedy.

Note: This procedure assumes that the custom fields have already been defined and are present on the HPD:HelpDesk (non-ITIL) or HPD:IncidentInterface_Create form (ITIL).

Follow these steps:

1. Select one of the following from the Start menu on the AR System Server, depending on your BMC Remedy version:
   • Versions below 7.6: Programs, Action Request System, BMC Remedy Administrator on the BMC Remedy server.
   • Version 7.6: Programs, BMC Software, AR System 1, BMC Remedy Developer Studio.

   The login page opens.

2. Enter valid credentials and click OK.

   The BMC Remedy Administrator home page or BMC Remedy Developer Studio page opens.

3. Do one of the following depending on your BMC Remedy version:
   • Versions below 7.6: Expand the folder for the Remedy Mid-Tier server under the Servers node and select Web Services.
   • Version 7.6: Expand the folder for the Remedy Mid-Tier server, expand All Objects, and double-click Web Services.

   A list of available web services displays.

4. Open ITPAM_HelpDesk_Submit_Service (non-ITIL versions) or ITPAM_HPD_IncidentInterface_Create_WS (ITIL versions).

   The Modify Web Service opens.

5. Access the Input Mapping section.

   The fields on the left are those available on the Help Desk Case form and the items on the right correspond to the element used by the CA Remedy Gateway. By default, the last active field is Create Time.

   Important! The sequence of the fields and elements cannot be changed. BMC Remedy expects the parameters to come in sequence. You must add any custom or mandatory fields after the Create Time field and associated element.

6. Scroll to the top of the XML Data Type list, right-click the ROOT element, and select New, Element, Field.

   An element named New Field Element displays at the end of the list.

7. Select the new element, give it a meaningful name that corresponds to the form field, and click the button to the right of the name.

   For example, if the Solution Summary field (which is a default field on the Help Desk Case form) is mandatory at your site, you must define an associated XML element for this field such as Solution_Sum.

   The XML Properties dialog opens.

8. Verify in the Object Properties dialog that the Type (data type) is the same as the field it will be mapped to.

   To make the field Optional, set MinOccurs to 0 (it is 1 by default).

9. Select the field in the left list that corresponds to the created XML element so that the field and element are both highlighted and click Map.

   The association is made, the Map button is disabled, and the Mapping Summary information displays.

   Note: The data types need to match when mapping the elements. For example, if you want to populate the dateTime field in the form, you have to create an XML element of dateTime type. CA SOI sends the creation_date and event_occurred parameters to CA Process Automation for this dateTime field.

10. Click OK.

    The Mapping - CreateInputMap dialog closes.

11. Select File, Save Web Service from the BMC Remedy Administrator browser.

    Your changes are saved.

12. Select one of the following from the Start menu:
    • Versions below 7.6: Programs, Action Request System, BMC Remedy Mid Tier, Configure ARSYSTEM
    • Version 7.6: Programs, BMC Software, AR System 1, BMC Remedy Mid Tier, Configure Mid Tier on Localhost

    A login page opens.

13. Enter valid credentials and click Login.

    The BMC Remedy Mid-tier Configuration Tool displays.

14. Select Cache Settings.

    The Cache Settings pane opens.

15. Click Flush Cache.

    The cache is updated, which ensures that the updated web services are used.