BMC Remedy Plugin

Downloading

Device42’s BMC Remedy Integration plugin can be found on our BMC Remedy Integration page.

Technology Components and Pre-requisites

  • BMC Remedy Action Request Server v9.0
  • BMC Remedy Plug-in server v9.0 (Pre-installed with AR Server)
  • Java 1.8
  • MS SQL Server 2008
  • Tomcat 7.0.53
  • BMC ITSM Incident Management

Installation

Import BMC Remedy Definition Files

  • Login to BMC Remedy Developer Studio as BMC Remedy Admin (Developer)
  • First import “Device42_Forms.def” file
  • Import “Device42_IncidentTemplateForm.def” file, This file contains field details needs to be created in OOB HPD:Help Desk form
  • Create all the fields in HPD:Help Desk form by referring the Incident Template form
  • Import rest of the workflow definition files in the order as below
    • Device42_ALs.def
    • Device42_AL_Guide.def
    • Device42_Filters.def
    • Device42_Escalations.def
    • Device42_Char_Menu.def
  • Attaching the Character Menu
    • After Importing the “Device42_Char_Menu.def”, Open HPD:Help Desk form goto “Device42” Panel -> ObjectType field -> Attach this Char Menu

BMC Remedy configuration data import and configuration

Open “Device42:BaseConfigurations” form in Browser as Admin and create a Record as in “BaseConfigurations.xlsx”

Please note: Update both Device42 user credentials and Remedy user credentials accordingly

Integrate with Incident forms

Below image shows HPD:Help Desk integrated with Device42 panel to display list of Device42 CIs and CIs associated to an incident

Base Configurations

Device42 Panel in BMC Remedy

Device42 Panel Details in BMC Remedy

On click of View Icon, Device rack, ID 10, Name NHCTDC1R4 Opened in Device42 Page

Device42 Detail Page from Remedy

Install plug-in files

The following steps are specifically for a Windows server. However the same general steps may be adapted for a Linux server. Care needs to be taken to update relevant paths for Linux.

  • Copy the d42fa.zip under pluginsvr directory.
  • For ex Place the zip file under C:Program FilesBMC SoftwareARSystempluginsvr
  • Unzip the d42fa.zip file, a new directory d42fa is created with following lib files:
    • commons-codec-1.9.jar
    • commons-logging-1.2.jar
    • d42fa.jar
    • httpclient-4.4.1.jar
    • httpcore-4.4.1.jar
    • jettison-1.3.7.jar
    • stax-api-1.0.1.jar

Configure plug-ins within BMC remedy

The following configuration needs to be done to include the plug-in within BMC.
* Update the following line at the end of list of plugins within ar.conf/ar.cfg under <AR_INSTALL_DIR>Conf directory

Server-Plugin-Alias: DEVICE42.RESTAPI.PLUGIN DEVICE42.RESTAPI.PLUGIN <RemedyServer>:9999

Plugin configuration

Add the following lines in pluginsvr_config.xml under <AR_INSTALL_DIR> pluginsvr directory. Add the lines within <pluginset> tag at the end:

<plugin>
<name>DEVICE42.RESTAPI.PLUGIN</name>
<classname>com.device42.bmc.integration.Device42BMCFilter</classname>
<filename> <AR_INSTALL_DIR>/pluginsvr/d42fa/d42fa.jar</filename>
<pathelement type="location"><AR_INSTALL_DIR>/pluginsvr/d42fa/d42fa.jar</pathelement>
<pathelement type="location"><AR_INSTALL_DIR>/pluginsvr/d42fa/httpclient-4.4.1.jar</pathelement>
<pathelement type="location"><AR_INSTALL_DIR>/pluginsvr/d42fa/httpcore-4.4.1.jar</pathelement>
<pathelement type="location"><AR_INSTALL_DIR>/pluginsvr/d42fa/jettison-1.3.7.jar</pathelement>
<pathelement type="location"><AR_INSTALL_DIR>/pluginsvr/d42fa/stax-api-1.0.1.jar</pathelement>
</plugin>

Plugin configuration

  • BMC Remedy AR Server needs to be restarted to recognize and load the new plug-in.
  • The integration requires a fixed license user to fetch and update records. This needs to be configured in the Base configuration form

Usage

Plugin configuration

Manual Synchronization

Base configuration form allows to manually trigger the synchronization. The sync process is split into 2 steps for optimal performance. Both these processes need to be executed one after the other.

  • Sync where New CIs on Device42 server are newly created and updated attributes of other existing CIs are synched.
    This can be executed by selecting Operation = “Sync” and modifying the record.

    Syncing in BMC

  • Mark for Delete where missing ids or deleted CIs in the Device42 server are identified and marked for delete into Remedy AR System.
    This can be executed by selecting Operation = “Delete” and modifying the record.

    Deleting in BMC

Automatic Synchronization through remedy escalation

Automatic synchronization is achieved by automating the above 2 steps using Remedy Escalations.

Enabling detailed logging

The connector uses log4j logging mechanism to log the transaction. To enable detailed logging configure priority value to info from warn in log4j_pluginsvr.xml under pluginsvr

The snapshot of the log shown below:

Deleting in BMC

Selective Synchronization

During manual synchronization, the user can select the item category to selectively synchronize the items.

Deleting in BMC

To synchronize all the object types, the content should be “devices, racks, pdus, parts” (excluding the quotes). If selected items need to be synched then the values can be changed as “devices, parts” or “devices”.

Internal Parameters

Some of the fields are for internal use only. These fields should not be modified unless there is a need to do so. These are Device Field Ids, Rack Field Ids, PDU Field Ids and Part Field Ids

Deleting in BMC