eyeShare Studio Integrating with BMC Remedy CONTACT: [email protected]

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LEGAL NOTICE .................................................................................................................................... 5 ABOUT AYEHU SOFTWARE TECHNOLOGIES........................................................................................ 6 ABOUT THIS DOCUMENT ................................................................................................................... 7 REQUIREMENTS ................................................................................................................................. 8 MODULE OPERATION ......................................................................................................................... 8 INTEGRATION ARCHITECTURE ............................................................................................................ 9 MODULE INSTALLATION..................................................................................................................... 9

INSTALLATION PROCESS – NEW INSTALL ........................................................................................ 9 INSTALLATION PROCESS – UPDATE ............................................................................................. 10 POST-INSTALLATION ........................................................................................................................ 13 MODULE CREATION AND CONFIGURATION ..................................................................................... 14

DEVICE CREATION .................................................................................................................... 14 MODULE GENERAL SETTINGS..................................................................................................... 14 SERVER SETTINGS .................................................................................................................... 16 FORMS................................................................................................................................... 17 FILTERS .................................................................................................................................. 18 MAPPING ............................................................................................................................... 19 Fields ............................................................................................................................................. 20 Severity.......................................................................................................................................... 20 State .............................................................................................................................................. 22 VARIABLES USAGE ........................................................................................................................... 24

CONDITION ............................................................................................................................. 24 ACTIVITY ................................................................................................................................ 26 ACTIVITIES........................................................................................................................................ 26

REMEDY ADD WORK LOG ......................................................................................................... 27 REMEDY CREATE RECORD ......................................................................................................... 27

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REMEDY GET RECORD .............................................................................................................. 29 REMEDY UPDATE RECORD......................................................................................................... 30 CONFIGURATION FILE ...................................................................................................................... 31

LOG SETTINGS ......................................................................................................................... 31 TROUBLESHOOTING ......................................................................................................................... 32

MODULE IS DOWN ................................................................................................................... 32 TEST CONNECTION FAILURE ....................................................................................................... 32 CREATE RECORD, UPDATE RECORD, GET RECORD ......................................................................... 33 DEFAULT FORMS .............................................................................................................................. 34

CHG:INFRASTRUCTURE CHANGE ................................................................................................ 34 Mapping Details ............................................................................................................................ 34

HPD:HELP DESK ..................................................................................................................... 35 Mapping Details ............................................................................................................................ 35

PBM:PROBLEM INVESTIGATION................................................................................................. 35 Mapping Details ............................................................................................................................ 35 ACTIVITIES MANDATORY FIELDS ...................................................................................................... 36

CHANGE ................................................................................................................................. 36 Create ............................................................................................................................................ 36 Update .......................................................................................................................................... 36 Add Work Log ................................................................................................................................ 37

INCIDENT ................................................................................................................................ 37 Create ............................................................................................................................................ 37 Update .......................................................................................................................................... 38 Add Work Log ................................................................................................................................ 38

PROBLEM ............................................................................................................................... 38 Create ............................................................................................................................................ 38 Update .......................................................................................................................................... 39

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Add Work Log ................................................................................................................................ 39 COMMON ACTIONS ......................................................................................................................... 40

GET RECORDS ......................................................................................................................... 40 Incident ......................................................................................................................................... 40 Change Request ............................................................................................................................ 40

USER ASSIGNMENT .................................................................................................................. 40 Incident ......................................................................................................................................... 40 Problem ......................................................................................................................................... 40

GROUP ASSIGNMENT ............................................................................................................... 40 Incident ......................................................................................................................................... 40 Problem ......................................................................................................................................... 41

UPDATE STATUS ...................................................................................................................... 41 Incident ......................................................................................................................................... 41 Change .......................................................................................................................................... 41 Problem ......................................................................................................................................... 42 TIPS 42

RECOVERY WORKFLOW ............................................................................................................ 42

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Legal Notice © 2016 Ayehu Software Technologies Ltd ("Ayehu"). The contents of Ayehu's publications, whether found on this website and/or in the form of an eBook and/or any other form of publication (collectively the "Publications"), are owned and copyrighted by Ayehu. A single copy may be printed solely for personal and non-commercial use. No part of the publication may be altered, reproduced, distributed, or transmitted in any form or by any means, including photocopying, recording, or other electronic or mechanical methods, without the prior written consent of Ayehu, except in the case of brief quotations embodied in critical reviews and certain other noncommercial uses permitted by law. Any printed and/or electronically displayed (or any other such similar form of display available) material (the "Materials") must contain the following copyright notice: "Copyright © 2016 Ayehu Software Technologies Ltd. All Rights Reserved." and any other copyright or other proprietary rights notices which were contained on the Materials. Any other use of the Materials, either in whole or in part for any other reason is expressly prohibited, unless prior written consent is obtained from Ayehu. For the avoidance of any doubt, "Ayehu" and the names of all Ayehu Software Technologies Ltd products and services referenced in this document are copyrighted to Ayehu. Other products' and/or companies' names referenced in the Materials may be the trademarks of their respective owners.

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About Ayehu Software Technologies Ayehu was founded in 2007 to develop and market innovative solutions for the prevalent problem of network and IT system downtime. Ayehu’s flagship product, EYESHARE, significantly reduces MTTR by bridging the gap between critical business situations and relevant human resources. Contact details: Ayehu Software technologies, Ltd. 26 Harokmim Street Holon, 5885849, Israel. Tel: +972 (0)3 649 50 70 Website: http://www.ayehu.com email: [email protected]

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About this Document This document describes the eyeShare - BMC Remedy integration components, Module configuration and activities. The following style conventions are used in this document: Convention

Use

Calibri

Regular text

Calibri Bold

Names of menus, commands, buttons, and other elements of the User interface.

Calibri Italic

Special terms; the first time they appear. Notes offering an additional explanation or a hint on how to overcome a common problem. Warnings indicating potentially damaging User operations and explanations on how to avoid them.

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Requirements Supported Version The supported versions of BMC Remedy required for this integration are: 

BMC Remedy ITSM 7.6.x or BMC Remedy AR Server 7.6.x (Windows or UNIX based).



BMC Remedy ITSM 8.1.x or BMC Remedy AR Server 8.1.x (Windows or UNIX based).



BMC Remedy API versions are supported up to version 14.

The supported version of eyeShare for this integration is Ayehu eyeShare 4.5 (and above), with a BMC Remedy Module license. Server Time The time of the eyeShare server and the BMC Remedy server must be synchronized. Connectivity The following ports should be open between the BMC Remedy Module and the BMC Remedy Server:  

Port 111 Private RPC sockets (39060 and above)

If the port defined in the configuration file ar.cfg (C:\Program Files\BMC Software\ARSystem\Conf\ar.cfg) of the BMC Remedy server is set to any fixed port, this fixed port must be open.

Module Operation The BMC Remedy module discovers and pulls records data using the eyeShare BMC Remedy Server service, which acts as a listener. The connection between the eyeShare BMC Remedy service and the Remedy server is performed using the Remedy C API. The Remedy Module provides a bidirectional communication channel between Remedy and eyeShare. Once the Module is defined and available, eyeShare 8

pulls new submitted records and updates, translates them into incidents and displays them in eyeShare Dashboard. Records closed in the Remedy console trigger incident closure in eyeShare, and vice versa (according to the mapping settings). The process of this module operates in a 32 bit version and can also be installed on a 64 bit server.

Integration Architecture

Module Installation Requirements 1. One of the following operating systems: 

Windows 2008 Server 64-bit



Windows 2012 Server 64-bit

2. Software: .Net Framework 3.5.1 and 4.5.1 installed. 3. The user running the installation should be an Administrator of the target host.

Installation Process – New Install 1. Run the eyeShare installer. 2. In the Setup Type step select Custom and click Next. 9

3. Expand Integration Packs branch and select This feature will be installed on local hard drive for eyeShare BMC Remedy Server. Then click Next.

4. Continue the installation as described in the Installation Guide.

Installation Process – Update For instances already running eyeShare 4.5 and above, proceed with the following steps to add the BMC Remedy integration module: 10

1. Execute eyeShare.exe, and click Next. To run the installer as the Administrator, right click the executable and select “Run as administrator”

2. Choose Modify and click Next.

5. Expand Integration Packs branch and select This feature will be installed on local hard drive for eyeShare BMC Remedy Server. Then click Next.

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3. Click Install.

4. A success notice will appear at the end of the installation process.

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Post-Installation After the eyeShare BMC Remedy module in installed, copy the files listed below from the BMC Remedy server to the following directory on the eyeShare server: C:\Program Files (x86)\eyeShare\eyeShare BMC Remedy Server Files to copy:                                  

arapi75.dll arcatalog_de.dll arcatalog_eng.dll arcatalog_es.dll arcatalog_fr.dll arcatalog_it.dll arcatalog_jpn.dll arcatalog_ko.dll arcatalog_zh.dll arcni75.dll arencrypt75.dll arrpc75.dll arutl75.dll arxmlutil75.dll bmc.arnettoc.dll bmc.arsystem.dll bmc.arsystem.utilities.common.dll bmc.atrium.dll bmc.atrium.xml cmdbapi75.dll icudt32.dll icuinbmc32.dll icuio32.dll icule32.dll iculx32.dll icutu32.dll icuucbmc32.dll msjava.dll msvcp71.dll msvcr71.dll xalan-c_1_9.dll xalanmessages_1_9.dll xerces-c_2_6.dll xerces-depdom_2_6.dll

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Module Creation and Configuration Device Creation 1. In eyeShare Studio, access Incident Management  Devices, and click New. 2. Set the BMC Remedy server name (e.g., the host name or the IP address) and IP Address. 3. Click OK.

Module General Settings 1. In eyeShare Studio, access Configuration  Modules, and click New. 2. In the Module Selection window, select BMC Remedy.

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3. Configure the Module’s general settings:



In the Name field, enter a meaningful name for the new Module (e.g., "BMC Remedy Module").



In the Description field, enter a description of the new Module.



From the Device field, select the Device on which the Module is installed. This is the device on which the “BMC Remedy Server” service is installed and not the device where the actual BMC Remedy is installed.



In the Port field, enter the port through which the BMC Remedy Module operates.



From the Monitor field, select the Module's monitoring option: select “Yes” if you wish that eyeShare Server to monitor the Module’s availability. 15



Click Configuration.

Server Settings To configure the server settings of the Remedy Module:



From the Device field, select the machine in which BMC Remedy is installed.



Set the Port from which to connect to Remedy, in case it is not the default port.



In the User Name field, enter a user with permissions to open, update and close Remedy Requests.



In the Password field, enter the password of the selected user.



Click Test Connection. If the connection was tested successfully, proceed to the next step - Forms. Otherwise, refer to the Troubleshooting section and search for your error.

To update the form list (in the Forms window) - add new forms or change an existing form - click the Clear Cache button.

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Forms In the Forms window you may import Remedy forms, and define their Filters and Mapping. New Remedy records are pulled to eyeShare according to the form list and their defined filters. Records of forms that do not appear in the list are not pulled. To add a new form to the list, select it from the Forms field, and click Add:

After adding the required forms, click Update to update the Module settings. To load the Filters and Mapping settings of the three default forms, click Load Defaults. 17

Note that this action deletes previous form settings. For additional information see Default Forms.

Filters In the Filters window you may determine which records are forwarded from Remedy to the eyeShare Server. You can create several filters, each containing a number of conditions. The operator between two filters is “Or” and the operator within a filter is “And”. To get all requests of a specific form do not create any filters. Click Add to add a new filter and new filter categories and then click Update:

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When the filter contains fields that may not contain a value, add the following filter to receive records: FieldName Equals Null.

Mapping In the Mapping window you may translate Remedy properties into eyeShare variables and objects. The window is divided into three sections: Fields, Severity, and State. The following checkboxes are located at the bottom of the Mapping window:

When checked, every time a record is updated the rule base is checked to find a matching rule.

When checked, incoming alerts and tickets are processed but an eyeShare incident is not created. In case of a tag that holds a condition that matches the message properties, the mapping window is ignored.

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Fields In this section you can translate Remedy properties into eyeShare variables. Click Optional Properties to add eyeShare properties to the list, or to remove them from it. The Remedy properties list is updated automatically according to the selected form.

Since most Remedy forms are created and configured by the users, only three default forms can be stored. Default mapping is already set to the forms loaded by default (when clicking the Load Defaults button in the Forms Settings window).

Severity In this section you can translate Remedy severities into eyeShare severities. There are two options for severity selection: Static Severity: all records of the specific form open an eyeShare incident with the selected static severity.

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Customized Severity: records of the specific form open an eyeShare incident according to the selected form field and its values. The possible fields in this category are all fields in the specific form which are of list type (drop down list/radio buttons).

An eyeShare severity can be mapped into several Remedy severities. For example, if you wish all Critical and Major Remedy records to be opened as Critical incidents in eyeShare, type in “Critical,Major” in the Remedy Severity field:

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The manually entered values must be valid (and must exist in the drop down list). The values are case sensitive.

State In this section you can translate Remedy states into eyeShare states. There are two options for state selection: Static State: all records of the specific form open an eyeShare incident with the selected static state.

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When using a static state, closing the request in Remedy does not close the eyeShare incident, and vice versa. Customized State: records of the specific form open an eyeShare incident according to the selected form field and its values. The possible fields in this category are all fields in the specific form which are of list type (drop down list/radio buttons).

An eyeShare state can be mapped into several Remedy states. For example, if you wish all New and Assigned Remedy records to be opened as Down incidents in eyeShare, type in “New,Assigned” in the Remedy Severity field:

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When more than one mapping option is selected to the eyeShare “Up” state, closing the incident from eyeShare Dashboard changes the selected property to the first option in the list.

Variables usage When the Remedy Module is available, related variables are discovered in eyeShare and can be used to define conditions or used in any activity. The BMC Remedy variable “Severity” appears in eyeShare as “_Severity”.

Condition To use Remedy variables in a condition, in the condition window select the Variables radio button and then select the Remedy Module’s name from the list. From the Form field select the relevant form name to display its fields:

All imported Remedy variables will then appear in the Standard Object Type list:

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You may either add or not add the form to the condition. If you choose to add the form name, change the condition to “AND” type; only fields from the specified form will match the condition.

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Activity To use Remedy variables in an activity, click the Add Variable button (

) in the

activity (or, alternatively, press Alt+V). From the Type field select the Remedy Module’s name from the list, and select the form name from the Form list. All imported Remedy variables then appear in the Name list:

Activities To use the Remedy activities, open the Workflow designer window from eyeShare Studio, and expand the BMC Remedy category from the toolbox. Then drag the relevant activity to the designer area.

To learn more about the eyeShare Workflow designer please refer to the eyeShare Workflow User Guide. 26

Remedy Add Work Log This activity creates a new Work Log and saves it to an existing record in Remedy. This option is not available in all forms. Go to the Activities Mandatory Fields section to see the mandatory fields for this activity of the Default Forms. Output: Success/Failure.

Remedy Create Record This activity creates a new record in Remedy. Click Optional Properties to add/remove fields. Output: The ID of the new record.

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Remedy Get Record This activity gets a list of records according to the selected criteria. Click the Add button to add more filters to the list, and click Edit to modify existing filters. Output: a result Set of all matching records.

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Remedy Update Record This activity updates an existing record in Remedy. Click Optional Properties to add/remove fields. RequestID is a mandatory property of this activity. Output: Success/Failure.

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Configuration File The following settings are available within the eyeShare BMC Remedy module configuration file - eyeShare BMC Remedy Server.exe.config, located in the directory of the eyeShare BMC Remedy Module executable, assigned to the Windows service eyeShare BMC Remedy Server. {eyeShare Install Directory}\eyeShare BMC Remedy Server The Default location is C:\Program Files\eyeShare\eyeShare BMC Remedy Server\eyeShare BMC Remedy Server.exe.config In order for updates to take effect, restart the Module’s Windows Service.

Log Settings The following setting define the eyeShare Module logging: 

Default: value="1"



Defines the level of details captured and written to the module log file: 1 – Critical errors are written to the log file 2 - Critical and warning errors are written to the log file 3 – All log levels are written to the log file



Default: value=""



Defines the log file path. The default path is the one set during the installation.



Default: value=""



Defines the log file name. The default name is “eyeShare_BMC Remedy Server_DDMMYYYY.log”. For example: eyeShare BMC Remedy Server_17092015.log



Default: value="MM/dd/yyyy HH:mm:ss"



Defines the date and time format written to log file entries.



Default: value="14" Defines the number of days log files are kept prior to auto deletion. 31

Troubleshooting Module is down If the Module is down, open the Configuration window and click Test Connection.  

If the test is successful - verify your license contains the “BMC Remedy” in the Modules section. If the test fails - continue troubleshooting according to the next section.

Test Connection failure 1. Error: “Could not connect to net.tcp://ServerName: 11020./ The connection attempt lasted for a time span…” ( “ServerName” represents the device you have listed in the General Settings window). Explication and/or Solution: Remedy Module is not installed on “ServerName”, or service “eyeShare BMC Remedy” is not running. If the specified server is incorrect then select the correct server where the component is installed. If the server name is correct then start the service (or restart it if it is already started). If the service does not exist install it on the selected server.

2. Error: “Unable to connect to BMC Remedy server”. Solution: Check that the domain name, user name and password you have provided are correct and that this user has sufficient permissions to access Remedy. 32

Create Record, Update Record, Get Record 1. Error: Activity displays the error “Unable to communicate with BMC Remedy Module”. Explication and/or Solution: the Remedy Module’s status Down, check troubleshooting step “Module is down”.

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Default Forms Clicking Load Forms loads three default BMC Remedy Module forms with a set of Mapping definitions.

The BMC Remedy field names are not identical to the labels shown in the console. The names displayed in the Mapping table are the BMC Remedy database names. Closing alerts from the three default forms via eyeShare Dashboard does not close the alerts in Remedy.

CHG:Infrastructure Change This form pulls new records from the Change Management Console (CRQ records).

Mapping Details eyeShare Property

BMC Remedy Property

Classification

Change Timing

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EventName

Change Type

External ID

Request ID

Information

Description

Severity

Priority

State

Change Request Prev Status

HPD:Help Desk This form pulls new records from the Incidents Console (INC records).

Mapping Details eyeShare Property

BMC Remedy Property

Classification

Service Type

EventName

Reported Source

External ID

Request ID

Information

Description

Severity

Priority

State

Status

PBM:Problem Investigation This form pulls new records from the Problems Console (PBI records).

Mapping Details eyeShare Property

BMC Remedy Property

Classification

Investigation Driver

EventName

ServiceCI

External ID

Problem Investigation ID

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Information

Description

Severity

Priority

State

Investigation Status

Activities Mandatory Fields This section details the default fields in the Create Record, Update Record and Add Work Log activities of the Default Forms.

Change Create To create a new Change Request use form CHG:ChangeInterface_Create. The mandatory fields for this form load automatically once the form is selected:             

Last_Name [must be a valid value that exists in the user table] First_Name [must be a valid value that exists in the user table] Status [list selection] Change_Type [list selection] Impact [list selection] Urgency [list selection] Description [free text] Short Description [free text] Submitter [free text] Change Timing [list selection] Risk Level [list selection] Company [must be a valid value that exists in the user table] Location Company [must be a valid value that exists in the user table]

Update To update an existing Change Request use the form CHG:ChangeInterface. The mandatory fields for this form are:  Request ID [The Change Request ID as is appears in the Change Management Console] To update certain fields, Assignee and Assignee Login ID are required. 36

Add Work Log To add a Work Log to an existing Change Request use the form CHG:WorkLog. The mandatory fields for this form are:          

Description [free text] Infrastructure Change ID [The Change Request ID as is appears in the Change Management Console] Secure Work Log [list selection] Short Description [free text] Status [list selection] Submitter [free text] View Access [list selection] Work Log Submit Date [must be a valid date written in the form’s format] Work Log Submitter [free text] Work Log Type [list selection]

Incident Create To create a new incident use form HPD:IncidentInterface_Create. The mandatory fields for this form load automatically once the form is selected:          

Last_Name [must be a valid value that exists in the user table] First_Name [must be a valid value that exists in the user table] Status [list selection] Service_Type [list selection] Impact [list selection] Urgency [list selection] Description [free text] Reported source [list selection] Short Description [free text] Submitter [free text]

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Update To update an existing incident use the form HPD:IncidentInterface. The mandatory field for this form is:  Request ID [The Incident ID as is appears in the Incident Management Console] To update certain fields, Assignee and Assignee Login ID are required.

Add Work Log To add a Work Log to an existing Incident use the form HPD:WorkLog. The mandatory fields for this form are:          

Description [free text] Incident Number [The Incident Request ID as is appears in the Incident Management Console] Secure Work Log [list selection] Short Description [free text] Status [list selection] Submitter [free text] View Access [list selection] Work Log Submit Date [must be a valid date written in the form’s format] Work Log Submitter [free text] Work Log Type [list selection]

Problem Create To create a new problem use form PBM:ProblemInterface_Create. The mandatory fields for this form load automatically once the form is selected:     

Company [must be a valid value that exists in the user table] Contact Company [must be a valid value that exists in the user table] Last_Name [must be a valid value that exists in the user table] First_Name [must be a valid value that exists in the user table] Status [list selection] 38

       

Impact [list selection] Investigation Driver [list selection] Known Error Status [list selection] ServiceCI [must be a valid value that exists in the user table] Urgency [list selection] Description [free text] Short Description [free text] Submitter [free text] To create a problem, the user with the selected Last_Name and First_Name

must belong to the support group.

Update To update an existing Problem use the form PBM:ProblemInterface. The mandatory field for this form is:  Sys-Problem Investigation ID [The Sys-Problem Investigation ID as is appears in the Problem Management Console]

Add Work Log To add a Work Log to an existing Problem use the form PBM:Investigation WorkLog. The mandatory fields for this form are:           

Assign WorkLog Flag [list selection] Description [free text] Problem Investigation ID [The Problem Investigation ID as is appears in the Problem Management Console] Secure Work Log [list selection] Short Description [free text] Status [list selection] Submitter [free text] View Access [list selection] Work Log Submit Date [must be a valid date written in the form’s format] Work Log Submitter [free text] Work Log Type [list selection]

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Common Actions Get Records Incident To use the Get Records activity for the Incident form and search for the Request ID, select the Incident Number field.

Change Request To use the Get Records activity for the Change Request form and search for the Change Request ID, select the Infrastructure Change ID field.

User Assignment Incident The following fields are mandatory to the assignment of a user to an incident:  

Assignee Assignee Login ID

To remove a user assignment, simply use the Incident Number form, add the Assignee field and leave it empty.

Problem The following fields are mandatory to the assignment of a user to a problem:  

Assignee Assignee Login ID

To remove a user assignment, simply use the PBM:ProblemInterface form, add the Assignee field and leave it empty.

Group Assignment Incident To assign a group to an incident, the following fields are mandatory: 

Assigned Group 40

  

Assigned Group ID Assigned Support Company Assigned Support Organization

Problem The following fields are mandatory to the assignment of a group to a problem:    

Assigned Group Assigned Group ID Support Company Pblm Mgr Support Organization Pblm Mgr If no user is assigned to the problem BMC Remedy automatically assigns the

first user in the list to the problem.

Update Status Incident The following fields are mandatory to updating an incident:   

Assignee Assignee Login ID Status The above fields are required to set the status of the Incident to “Closed”. To

set a different status, other fields may be required.

Change The following fields are mandatory for changing the status of a Change Request from “Request for Authorization” to “Scheduled for Review”:   

Scheduled End Date Scheduled Start Date Change request Status

The following fields are mandatory for changing the status of a Change Request from “Implementation in Progress” to “Completed”: 41

   

Actual End Date Actual Start Date Performance Rating Change request Status Changing the status to a different value requires Change request Status field.

Problem The following fields are mandatory for updating the status of a problem:   

Investigation Status Reason Investigation Status Target Resolution Date The above fields are required to set the status of the problem to “Completed”.

To set a different status, other fields may be required.

Tips Recovery Workflow If you want to trigger a Workflow when an alert is acknowledged, select the relevant option from the following list and perform the following steps: 

The closed record complies with the original record’s condition: 1. In eyeShare Studio, go to Rules, and open the relevant rule. 2. Add a recovery workflow to the row of the original condition. For example: if the condition to execute a Workflow when getting a record is “Priority = High”, the Workflow in the Workflow field is executed when the record is opened, and the Workflow in the Recovery Workflow field is executed when the record is closed.

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The closed record does not comply with the original record’s condition: 1. In eyeShare Studio, go to Rules, and open the relevant rule. 2. Create a new condition that complies with the closed record. 3. Add a recovery workflow to the new condition. For Example: if the condition to execute a Workflow when getting a record is “Status = New”, the Workflow in the Workflow field is executed when the record is opened; however, closed records do not comply with this condition. In this case, add another condition - “Status = Closed” and add a recovery Workflow executed when the record is closed.

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