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Integration for BMC Remedy Service Desk User Guide

1. E File Edt wiew Tools Actions window Help INC000000000057 Incidents Matching Incident Er T Prio Intelligent Incident for Impacted Cl Car Insurance Resolve Intelligent Incident for Causal Cl Microsoft Windows Server 2003 Standar Resolved The incident priority is calculated by the combination of the incident impact and the incident urgency BMC Service Impact Manager BMC SIM mappings from the Policy UI drive the values for incident impact and incident urgency NOTE If a company is configured and CI s belonging to that Company are impacted the incident generated for that CI will be assigned to the support personnel of that particular company 4 Resolve the incident A Right click the component and select Manual Status C Select the OK status add a comment to the lower frame and click OK Refresh BMC Impact Explorer BMC IX in the Services tab view A status change progresses up the model causing the Business Service CI of interest to go the OK or green state From BMC Remedy User select the Incident Management Console Select the Search Incident function and press F5 or click the Search icon to see the incident In the Incidents Matching list the status for the both the Impacted Incident and the Causal incident have been changed to CLOSED Select the Intelligent Incident for Impacted CI Business Service XX event The status is RESOLVED and the status reason is AUTOMATED RESOLUTION R
2. AR System server Assignment Engine BMC Atrium Configuration Management Database BMC Atrium CMDB Approval Server only for BMC Atrium CMDB 7 5 BMC Remedy IT Service Management BMC Remedy ITSM BMC SIM CMDB Extension Loader IBRSD AR System module If you install the entire product on a single computer the computer s performance can be severely degraded and it might stop responding Supported versions of required BMC products Before installing IBRSD you must have installed the supported versions of the BMC Remedy and BMC Impact Solutions products listed in Table 4 on page 33 NOTE To determine the order in which to install these products see their respective documentation as listed in Table 4 on page 33 32 Integration for BMC Remedy Service Desk User Guide Other prerequisties Table 4 Supported versions of required BMC products Product or Patch Version Reference BMC Remedy AR System Server 7 1 patch 02 7 5 or 7 5 m BMC Remedy Action Request patch 01 System 7 x Installing Guide m BMC Remedy Action Request System 7 x Release Notes BMC Remedy AR System m BMC Remedy Action Request components System 7 x Installing Guide m BMC Remedy Action Request m Assignment Engine m 7 1 0r 7 5 System 7 x Release Notes m Approval Server mg 75 BMC Atrium CMDB m 2 1 patch 03 7 5 7 5 m BMC Atrium CMDB 2 1 x or 7 5 patch 01 or 7 5 patch Installation and Configuration 02 Guide m Product ca
3. With your working knowledge of BMC Impact Explorer BMC IX and BMC Remedy Service Desk you can use the following high level procedure to test whether enhanced incidents execute correctly in your computing environment To test enhanced incidents 1 Send an event that matches the selector criteria that you defined for the associated event management propagation policy 2 Verify the creation of a corresponding incident in BMC Remedy Service Desk The impact and urgency levels of the incident should reflect the global attribute mappings for enhanced incidents for BMC Event Manager BMC EM 3 View the related BMC Remedy incident events to ensure that a related event was triggered A From the ticket icon in the BMC Impact Explorer BMC IX Events view right click the Event Relations icon associated to the raw event and choose View gt Related Events gt Remedy ARS Incident Events B Double click the newly created Incident Info Event From the Event Incident Information tab you can view the incident ID status priority and assignee 90 Integration for BMC Remedy Service Desk User Guide Testing intelligent incidents 4 From BMC Impact Explorer BMC IX close the original event and verify that the incident status changed to the default Resolved or a custom status as defined in the propagation policy 5 Close the incident and verify that the event that was automatically opened to note the incident creation has also been clos
4. Renusster Consae Frahked Ves Renuester Pansale A RAC Config Applications 000000000000006 Modify Application Name Integralior for BMC Remedy Servize Desk i Conzole Text JIntegratior fo BMC Remedy Servize Deck Options associated with this application Description Integraior fo BMC Remedy ServiseDesk Da lie i Status Enatlec Disabled j Display an Console Yes C No 3 Locde ee r i Auvessisle Gisups FT x E Push Applicaton Name Yes C Nn Adoption 5 Click Add Option in the new form 6 Open another RAC Config Options form in Search mode and search for Integration Configuration Figure 28 RAC Config Options form fi BMC Remedy User RAC Config Options Modify E File Edit View Toos Actions Window Help alal alel 7 7 alal B x RAC Config Options 000000000000025 Modify Application Integration fo BMC Renedy Service Desk x Tasks associated with this option Option Name Integration Configuation Console Text integration Configuation Descriplion Integration Configuation H Status Enabled C Disabled Locale Scie Accessiblz Groups eee leat Ade Tack Sorting Oider Display un Cursule Yes Nu In Uinrenle BMC Event Menager Incident Integration Setus BMC Inteligent Incicent Service Polcy Configuration BMC Service Impact Marager Intelligent ncident Setup 7 Repeat step 4 on page 102 for the RAC Config Options form 8 Click Add Task in the new form
5. between successive checks of the BMC Remedy AR System Server status The default value is 60 The IBRSD conf file includes the following parameters with the corresponding default values m MissedWarning 1 a MissedMinor 2 a MissedCritical 3 For more information see the BMC Impact Solutions Infrastructure Administration Guide m If the BMC Remedy AR System Server stops IBRSD sends a message to BMC Event Manager BMC EM and an MC_CELL_HEARTBEAT_FAILURE event is created in BMC EM m If the BMC Remedy AR System Server initializes IBRSD sends a message to BMC EM and an MC CELL HEARTBEAT ON event is created in BMC EM If multiple instances of IBRSD are running each instance monitors the BMC Remedy AR System Server and creates its own event in BMC EM m Ifthe BMC Remedy AR System Server restarts IBRSD creates an event in BMC EM and at the same time closes all the events created for the corresponding failure of the BMC Remedy AR System Server Chapter 3 Installing IBRSD 47 Uninstalling IBRSD m Integration for BMC Remedy Service Desk IBRSD handles the following slots in case of MC CELL HEARTBEAT FAILURE or MC_CELL_HEARTBEAT_ON events mc host class mc incident time cell status severity msg mc object class mc origin class mc tool class mc object mc tool mc origin cell name Uninstalling IBRSD To uninstall Integration for BMC Remedy Service Desk I
6. published to one or several production or test cells publishing server See BMC Impact Publishing Server published service model A service model that is currently distributed to BMC Impact Manager instances cells It contains only published elements R Reconciliation Engine See BMC Atrium CMDB Reconciliation Engine record See global record recurrence 1 The characteristic of occurring more than once 2 The type of policy that handles recurrent events See also recurrent event Glossary 143 ABCDEFGHIJKLMNOPCORSTUVWXYZ recurrent event An event that occurs more than one time Both scheduled and unscheduled events can be recurrent events a monitored hardware device could experience multiple voltage spikes within a single polling cycle and a reminder notification could be scheduled to be sent periodically until acknowledgment is received See also duplicate event Refine phase The first phase of event processing in which Refine rules are evaluated to validate incoming events and if necessary collect additional data needed before further event processing can occur Refine rule A rule evaluated during the first phase of event processing to validate an incoming event and if necessary to collect any additional data needed before further processing can occur regular expression Sometimes referred to as regex regular expressions are used in pattern matching and substitution operators A simple regular expres
7. 9 Open another RAC Config Tasks form in Search mode and search for Integration Configuration in the Option Name field Chapter 7 Troubleshooting 103 Product use issues The form opens as shown in Figure 29 Figure 29 RAC Config Tasks form BMC Intelligent Incid INT ServcePcicyCONSOLE BMC emery Ser BMC InteligentIncid Search Integration Configuration BMC Services Impact INT SIM_GlobalMappingConfiguration BMC Service Impact Manag BMC Service Impact Submit INT BEMMappingNew EMC Event Manager Incident EMC Event Manager lacident 10 Repeat Step 4 on page 102 for all the records in the RAC Config Tasks form 11 Save the new records 12 Verify that the Integration for BMC Remedy Service Desk entry for your locale is displayed when you select Remedy User Tools gt Home gt Application Administration Console and then select the Custom Configuration tab Product use issues This section lists troubleshooting information for problems that can occur during Integration for BMC Remedy Service Desk IBRSD use Testing the IBRSD integration process in isolation The following procedure helps you conclude that there are no issues with the IBRSD integration process 104 Integration for BMC Remedy Service Desk User Guide IBRSD BMC Remedy AR plug in server time out errors To test the IBRSD integration process in isolation 1 Send an event directly to the IBRSD integration module as shown in the
8. Atrium CMDB from an external data source such as BMC Topology Discovery inactive relationship A relationship between two components in a service infrastructure in which there is no impact to the consumer component An inactive relationship indicates that the two components are connected logically and are represented visually as linked See also impact relationship in model Qualifies a service component as being part of a service model By default new components in the BMC Atrium CMDB do not belong to any service model To change a component to in model you will typically use the BMC Impact Service Model Editor Impact relationships get automatically set to in model when their related components are in model Only those that are in model can be published to a production cell included timeframes A set of timeframes that are included in the service schedule index A value that is used by an MRL rule to sort the slot information for an event or data object informational alert An alert of relatively low importance such as a message about a routine state change See also severity infrastructure element An addressable object that can be monitored such as a managed system in PATROL instance 1 A specific object with specific attributes or characteristics that distinguish it from other items members of its class or type 2 In BMC Impact Manager an object that has specific attribute values and that was created using a cla
9. BMC Remedy Service Desk 24 Integration for BMC Remedy Service Desk User Guide The BMC Impact Manager role The following sections explain the roles that each component performs as part of the entire integration architecture The BMC Impact Manager role BMC Impact Manager BMC IM provides the core functionality for event and service impact management The cell an instance of the BMC IM collects events received from sources such as applications databases and networks It processes these events based on user defined impact rules from the BMC IM Knowledge Base KB and for service models tries to associate the received events with components in the service model Intelligent incidents for BMC SIM If an event is associated with a CI the cell applies the impact rules or a policy to determine whether the status of the CI changes If the status of the CI changes this CI is then known as the causal CI The new status propagates up the service model and causes a recalculation of status for CIs that are consumers of this CI The top level CI in the hierarchy affected by the causal CI is known as the impacted CI Figure 3 on page 25 shows how these causal and impacted CIs appear in a BMC Impact Explorer BMC IX view of the service model Figure 3 Causal and impacted Cls in a service model TTT E TTT TT TTT ET OOOI EEEIEE TTT C TTT TT TT TTTT CTT TTTET EET Horthy ReconemMesicel Sh Causes fi Impacted Cl FTP Sore HR Dat
10. Chapter 2 Introduction to Integration for BMC Remedy Service Desk 23 Integration for BMC Remedy Service Desk overview 1 66 6 eee eee 24 TBRSD architecture isse EN REDE RD ERR NERE EDER RANG 24 The BMC Impact Manager fole 2222 aks en AA anaana a a a 25 The IBRSD role rrirersreiri in Erki din ROR TEELE E EEA ERRA 26 The BMC Remedy Service Desk role sy checccydsartaeedneinneseeene edgar es 26 Chapter 3 Installing IBRSD 29 Installation OVervieW rcesrierriariat eee eee cence EREEREER RRAS 30 System requirements s siao pa aata kan kata sia i a maai E E A E E GORRE E ERa E RATE E 30 Supported platforms s cesses see Sedhven segue runn rrunr runn r nn 31 Supported versions of required BMC products 0000s 32 Other prefeguisties 55 2 5 og ss tir Ro De E se raden ar lb ane ar i 33 Preparing the BMC Remedy AR System Server computer 34 Upgrading from BMC II for Remedy AR System to IBRSD 35 Upgrading from IBRSD 7 100 2 ctas etee tates ee cle ve eee nens eee bes 35 Upgrading from IBRSD 7 2 00 or later 0 925 4 0258044 eee ees nannaa 36 Installing the IBRSD AR System module 0 c cece eee ee 36 Using the GUI to install the IBRSD AR System module 36 Using the CLI to install the IBRSD AR System module 39 Installing the IBRSD AR System module in an AR server group environment 39 Installing the IBRSD integration module 00 eee ee
11. Configuration consists of the following tasks a Changing default attribute mappings m Creating and enabling a service policy m Configuring information in the BMC Impact Service Model Editor You perform these configuration tasks using BMC Remedy AR System Server For more information about use of AR System server see the documentation for the specific BMC Remedy product For more information about the BMC Impact Service Model Editor see BMC Impact Solutions Service Modeling and Publishing Guide You can access the documentation for all BMC Software products at the Customer Support website http www bmc com support Configuring BMC Remedy ITSM customer and assignee roles 55 About global atinibutemMappings cic is crede odors eee eke as edeeeeeet ee ees 55 Configuring IBRSD for BMC EM 2 ot eae yee Ry oad oad ee Se os 56 Setting incident mappings for BMC EM iessk s ke cies s lade ss weened okies 56 Configuring IBRSD for multitenancy in BMC EM 00000 0008 59 Creating event management propagation policies 0 eee eee 60 Product categorization for BMC EM sv ccjnca nasser as dedigekeed se egeeesa ves 60 Configuring IBRSD to pass additional slots from BMC EM events to BMC Remedy Service Desks sinos sea Sey toad AON Shp RE BNA ESS he 62 Configuring IBRSD for BMC SIM 3 i 000ssesie vee eeseeee edeeeeh eed eeeh eee aes 64 Setting incident mappings for BMC SIM ite cssteeecs vein eeteciesee ss 64 C
12. ID above m Re enter Admin Password the same password to confirm spelling 4 In the installation completion dialog box click Finish 5 Start the AR System server Upgrading the IBRSD integration module See the BMC Impact Solutions Installation Guide and BMC Impact Solutions Release Notes for any last minute updates to the product or this document iBRSD BMC EM to BMC SIM upgrade iBRSD SIMUpgrade def and iBRSD SIMUpgrade arx files are available in the BEM SIM Upgrade directory located at ARModuleInstallDirectory bin To import the iBRSD SIMUpgrade def file 1 Log on to the target BMC Remedy AR System Server using the aradmin utility 2 From the definition file select Tools gt Import Definitions 3 Select the iBRSD SIMUpgrade def file 4 Click the Open button 5 Select replace object on the destination server 6 On the Import Definitions dialog click Add All button 7 Click the Import button Chapter 3 Installing IBRSD 43 Managing AR System server logon credentials To import the iBRSD SIMUpgrade arx file 1 Log on to the target BMC Remedy AR System Server using the BMC Remedy Import application 2 Select File gt Open Form and open RAC Config Tasks 3 Select File gt Open Data File and open the iBRSD SIMUpgrade arx file 4 Click the Add All button 5 Click the Import button Managing AR System server logon credentials Your password is encrypted and kept in a pass file under the configuration directory of
13. IT management and monitoring data and perform service management BMC Desktop Status Indicator BMC DSI An icon that appears in the desktop system tray of a computer to show the current status of an object being monitored by BMC Impact Portal To view the status page of the monitored object you double click the icon BMC Event Manager BMC EM A real time event management product license package that provides event management including event collection correlation enrichment and integration It enables IT operations staff to focus the proper resources on resolving the most critical events BMC EM See BMC Event Manager BMC EM BMC IDG See BMC Impact Database Gateway BMC IDG BMC IEA See BMC Impact Event Adapters BMC IEA BMC IELA See BMC Impact Event Log Adapter for Windows BMC IELA BMC Impact Database Gateway BMC IDG The interface that enables BMC Impact Manager events to be exported to a relational database BMC Impact Event Adapters BMC IEA The adapters that collect log file information convert it to BMC Impact events and send the events to designated BMC Impact Manager instances BMC Impact Event Log Adapter for Windows BMC IELA The native Windows platform executable that audits Windows event logs It runs as a Windows service and checks for new event log records BMC Impact Explorer BMC IX The console with which you can connect to BMC Impact Manager instances examine the events stored in them and
14. Impact Reporting templates Supervisor s Guide provides instructions for using Business Objects Supervisor product to manage users integrations Integration for BMC Remedy Service Desk User Guide provides instructions for installing and configuring the BMC Remedy Service Desk which automatically creates trouble tickets for events and updates the events or trouble tickets when either is modified BMC Impact Integration Web Services Server Installation and Configuration Guide provides instructions for installing configuring and maintaining BMC Impact Integration Web Services Server BMC Impact Database Gateway Release Notes contains system requirements last minute product information and support information for the BMC Impact Database Gateway 22 Integration for BMC Remedy Service Desk User Guide Introduction to Integration for BMC Remedy Service Desk This chapter describes the workflow features and functions of the Integration for BMC Remedy Service Desk IBRSD component of the BMC Impact Solutions product Integration for BMC Remedy Service Desk overview 00 00 cee eee eee 24 IBRSD af chitecture 44555 sioi rroi kiin beer Rhee a eee eee ewes 24 The BMC Impact Manager tole gc once eneneivnre keer beeen een 25 The IBRSD fole sa sisse tiop nan iiaa RE A a a A RA S AR abayes 26 The BMC Remedy Service Desk role n nunnan nunana rruan runn 26 Chapter 2 Introduc
15. MCELL_HOME etc directory on supported Windows platforms mcell trace file The configuration file that specifies the trace information about a BMC Impact Manager cell that should be recorded and the location to which it is written It is in MCELL_HOMEletc directory on UNIX platforms and in the MCELL_HOME etc directory on supported Windows platforms mclient conf file The configuration file that specifies the configurations for the BMC Impact Manager CLI commands It is in the MCELL_HOMEletce directory on UNIX platforms and in the YMCELL_HOME etc directory on supported Windows platforms mclient trace file The configuration file that specifies the trace information that should be collected for the BMC Impact Manager CLI commands and the location to which it should be written This file is in the MCELL_HOMEletc directory on UNIX platforms and in the MCELL_HOME etc directory on supported Windows platforms mcontrol command The CLI command that sends control commands to a BMC Impact Manager instance cell mc_udid See universal data identifier mc_udid mean time between failures MTBF The average elapsed time from the point at which an IT service object is made available until the next occurrence of failure in the same service object mean time between system service incidents MTBSI The average elapsed time between the occurrence of a system or service failure and the next failure in the same system or service
16. MESSAGE APPENDED ERROR MESSAGE The incident location information is invalid the Region Site Group and Site fields or the type ahead return Function on the Site field to select this information ERROR NUM 52 ERROR MESSAGE The field is a core system Field and cannot be changed APPENDED ERROR MESS ERROR NUM 52 ERROR MESSAGE The field is a core system Field and cannot be changed APPENDED ERROR MESS ERROR NUM 52 ERROR MESSAGE The Field is a core system field and cannot be changed APPENDED ERROR MESS ERROR NUM 52 ERROR MESSAGE The field is a core system Field and cannot be changed APPENDED ERROR MESS ERROR NUM 52 ERROR MESSAGE The Field is a core system Field and cannot be changed APPENDED ERROR MESS Detailed Message Class 11 IBRSD_ERROR Cakenary To avoid this error before you install the Integration for BMC Remedy Service Desk IBRSD AR System module ensure that the user used to connect to the AR System server has the following permissions Administrator Incident Config Incident Master Contact Organization Admin Contact People Admin Contact Support Admin For information about how to set the required permissions see To use the GUI to install the IBRSD AR System module on page 36 Cross launch fails If cross launch fails check the versions of Java software installed for BMC Impact Explorer BMC IX You must have the supported versions as shown in Table 10 on page 111 110 Int
17. Service Desk User Guide Configuring IBRSD to pass additional slots from BMC EM events to BMC Remedy Service Desk 1 Open the gateway ibrsd file located in the MCELL_HOME integrations ibrsd conf folder It contains the following entry slots mod MODS EVENT msg EVENT severity EVENT status EVENT mc priority EVENT mc ueid 2 Add the slot names to the slots mod variable For example adding the mc host and mc location slots to the entry in the gateway ibrsd file produces the following result Slots mod MODS EVENT msg EVENT severity EVENT status EVENT mc_priority EVENT mc_ueid EVENT mc_host EVENT mc_locat ion 3 After you modify the gateway ibrsd file restart the cell To modify the DefaultMapping map file The DefaultMapping map file maps the BMC Event Manager BMC EM and BMC Service Impact Manager BMC SIM slots with the IBRSD Staging form fields for BMC Remedy Service Desk To use the default values do not edit the DefaultMapping map file Otherwise perform the following steps 1 Open the DefaultMapping map file located in the MCELL_HOME integrations ibrsd conf folder It contains the following maps for BMC EM a BEMUseCaseNEW map for new events a BEMUseCaseMOD map for updates to events For BMC SIM the SIMUseCase map is used for mapping IBRSD_SM_INCIDENT to the Staging form fields 2 Add or change the mapping as follows staging FormFieldDatabaseName slot slotName For example Short Description slot m
18. System module on page 36 However in step 12 on page 38 BMC Software recommends not to accept the automatic import option Chapter 3 Installing IBRSD 39 Installing the IBRSD integration module Installing the IBRSD integration module If you are integrating IBRSD into an environment that already contains BMC Service Impact Manager BMC SIM or BMC Event Manager BMC EM you must run the BMC Impact Solutions installation program again and select the option for the IBRSD integration Options that are already installed appear dimmed or unavailable You do not need to install them again nor do you need to uninstall any components before rerunning the installer NOTE B m IBRSD is installed at installationPath Impact integrations ibrsd m You cannot install IBRSD from a network drive Before starting installation of IBRSD on UNIX platforms ensure that the DISPLAY variable is correctly set To install the IBRSD integration module 1 Run the BMC Impact Solutions installer and in the feature selection window select the Integrate with Remedy Service Desk option as shown in the following figure W BMC Impact Solutions 7 3 01 Installer Ps ce BMC IMPACT SOLUTIONS lt bmcsoftware Select the features for BMC Impact Solutions 7 3 01 you would like to install ervers IV BMC Impact Administration Server An Impact Administration Server must be installed on the first system of a multi system install
19. a BAROC class are called slots base class In programming a root superclass a class from which all other classes of its type are derived base priority A static priority value that is combined with the component s current status to determine the final self priority value Typically the base priority determines the highest self priority that a component will reach when its status become Unavailable blackout schedule A schedule that determines when one or more components will be automatically placed in a blackout state BMC Atrium CMDB Common Data Model BMC Atrium CMDB CDM An extensible schema that provides a unified representation of configuration items and their relationships to each other It is used to store asset data such as hardware information service management information and people information and to provide a mechanism for linking that information to provide a complete view of how all assets are connected and can affect each other BMC Atrium CMDB Reconciliation Engine The BMC Atrium CMDB application used to merge data from multiple sources such as topology discovery and configuration discovery into a consistent dataset Glossary 121 ABCDEFGHIJKLMNOPCORSTUVWXYZ BMC Atrium Configuration Management Database BMC Atrium CMDB The database application that is the common datastore for asset configuration management and service model data in BMC Business Service Management products It enables BMC products to share
20. discarded Filter rule An event processing rule that determines whether a specific type of event should be passed as it is subjected to further processing or discarded during the Filter phase function Code that executes an operation in a cell and returns a value A function can be used as an expression within a rule or a policy and in alias formulas See also primitive G gateway See BMC Impact Integration product BMC II product gateway export file A special file that controls the propagation and synchronization of events to a BMC Impact Manager Integration product The file is in the MCELL_HOMEletc directory on UNIX platforms and in the MCELL_HOME etc directory on Windows platforms global record A special BAROC class instance that defines a persistent global variable When a cell starts it creates one instance of each global record defined in the Knowledge Base and restores any existing values Global record definitions are stored in the record subdirectory of the cell Knowledge Base You can get and set global record values in MRL rules or by using the BMC Impact Manager CLI mgetrec and msetrec commands global slot order In BMC Impact Explorer a set of slots attributes in a particular order that is associated with a filter and is shared among users global timeframe A timeframe that is created in the Service Model Editor and stored in the BMC Atrium CMDB A global timeframe is usable from within the BMC Impact Ser
21. enables companies to understand and predict how technology changes will affect their business and how changes in the business affect the IT infrastructure The BMC Impact Solutions product provides event management and service impact management technologies to enable BSM m The BMC Event Manager BMC EM solution provides real time event management for proactive detection and resolution of IT problems before they have an impact on critical IT systems It provides a view of the operational state of the IT infrastructure If service impact management is implemented any events that occur in the IT environment are processed by the event manager for use in service impact management m The BMC Service Impact Manager BMC SIM solution provides real time impact management to determine the effect of IT problems on business services and their customers Integration for BMC Remedy Service Desk User Guide Event management Figure 1 illustrates the BMC Service Impact and Event Management route to value Figure 1 BMC Service Impact and Event Management route to value Service Impact Management Discovery gt fail o Event Management Storage Database Desktop Middleware Mainframe Network and Distributed Servers Event management Event management is the collection correlation enrichment and manipulation of events across the enterprise to enable IT operations staff to focus the proper resources on the most crit
22. environment that are effectively published to the environment s impact managers The following example is an impact dataset BMC IMPACT PROD the impact production dataset associated with the BMC Impact Service Model Editor impact propagation The effect of an impact to a providing service component provider on the service components that use its services consumers as defined by an impact relationship See also impact relationship impact relationship A relationship between two service components in a service infrastructure in which a consumer component depends on a provider component to deliver some needed resource to it A change in status of the provider affects has an impact on the status of the consumer component 134 Integration for BMC Remedy Service Desk User Guide ABCDEFGHIJKLMNOPCORSTUVWXYZ impacted state The object state that indicates that an object s functioning is impaired impacts priority The priority of a component based on the self priorities of components that this component impacts So that the remediation process can be aligned with business needs the computed priority for each causal component is based upon impacts priority The value is the result of the combined priorities of all the other components that are impacted when the component goes down The value is dynamic and changes as the self priorities of the impacted components change import dataset A dataset that contains objects imported to the BMC
23. escalation 1 The process of referring a problem up the chain of command 2 A type of policy escalation procedure The particular steps defined for performing escalation For example you might specify that operations personnel would be notified within 5 minutes of a problem occurrence a manager would learn of it after 15 minutes and a director after 1 hour if the problem still exists event In a BMC Impact environment a structured message passed to and from cells Each event is an instance of an event class Event Adapters See BMC Impact Event Adapters BMC IEA Glossary 129 ABCDEFGHIJKLMNOPCORSTUVWXYZ event class 1 A BAROC class that is a child of the base event class CORE EVENT and that defines a type of event 2 A category of events that you can create as a child of the base event class CORE_EVENT according to how you want the events to be handled by an event manager and what actions you want to be taken when the event occurs Event classes may be inherited from parent objects depending on the specific product Event classes are inherited from parent objects in BMC Impact Manager event collector An event grouping whose content is defined by its collector rule Event collectors are displayed in the BMC Impact Explorer and are defined in the BMC Impact Manager Knowledge Base See also event collector rule event collector rule A type of rule in the Knowledge Base that defines how events from a cell are organiz
24. events and service issues are analyzed against the service model to determine the root cause of problems and to report on service impacts service schedule A set of timeframes that includes During Schedule timeframes Exceptions Within the During Schedule timeframes and the priority values and downtime costs for a component associated with each timeframe Services View The BMC Impact Explorer user interface for viewing service model components and their relationships and for viewing and managing the events that affect service availability Set Priority The event operation action that escalates or de escalates an event Set Priority sets the events priority to the specified values and shows a Priority Set entry in the operation history severity An indication of the seriousness of an event severity to status mapping table One of the two tables that relate event severity and service component status It is used by the cell to map the severity of an impact event to a status value to be used in the computation of the associated service component s status See also status to severity mapping table slot An field in a BAROC class definition A class definition consists of one or more slots Each slot has a data type and can have specific attributes called facets that can control the values that the slot can have or other aspects of a class instance s processing A subclass inherits all the slots of the parent class See also attribute G
25. existing links to a new locale involves copying links from the following forms m RAC Config Applications m RAC Config Options a RAC Config Tasks To copy existing links from forms 1 Log on to the BMC Remedy User tool 2 Click File gt Open gt Object List and from the Object List dialog box select the Find tab and search for RAC Config Applications record select this record and click New A new RAC Config Applications form opens 3 Open another RAC Config Applications form see step 2 in Search mode instead of New mode and search for the Integration for BMC Remedy Service Desk record 4 Copy the contents of all the fields from this form to the new form and modify the Application Name and the Locale fields according to your locale settings For example Application Name Integration for BMC Remedy Service Desk_Japanese and Locale ja_JP 102 Integration for BMC Remedy Service Desk User Guide Configuring the BMC Remedy AR System Server to display the IBRSD links in customized locales Figure 27 RAC Config Applications form BMC Remedy User RACConfiy Applicalious Mudify Fie Edit View Tools Actions Window Help alal ela 217 alia el el RAC Config Applications Matching Applicaton Name Stats Siggy Ares Tonecle Tet ooo O Ic Enabled Ves Ic Incident Management Enabled Ves Incident Manacerren Integration lor 3MC Remedy Service Ces Enabled Ves Integration for EMC Rerred Service Desk
26. following example msend a EVENT r CRITICAL m Test Ticket b mc priority PRIORITY 1 mc ueid TestID status OPEN n integrationHost 31154 mc This event bypasses BMC Impact Manager cell Thus if BMC Remedy Service Desk creates a ticket there is a problem with the cell and not IBRSD 2 Verify that BMC Remedy Service Desk creates a ticket with the Test Ticket message IBRSD BMC Remedy AR plug in server time out errors If the IBRSD policy plug in takes time to retrieve the policies or integration instances from BMC Service Impact Manager BMC SIM cell or if you see AR plug in server time out errors for example Error 8939 perform the following steps To resolve plug in server time out errors 1 Include the following parameters in the IBRSD_Plugin conf file m MinSleep 10 m MinQueryTimeout 250 2 Set Server Plugin Default Timeout 600 in the 4R_HOME conf ar conf file 3 Restart the plug in server Enabling trace logs for IBRSD You must first enable the log files for each of the IBRSD modules to view the logs To enable trace for the IBRSD integration module 1 Open the IBRSD conf file located at IBRSD_HOME conf and set the following parameter Trace Yes Chapter 7 Troubleshooting 105 Enabling trace logs for IBRSD 2 Open the IBRSD trace file located at IBRSD HOMETIconf Go to the end of the file and add the following lines ALL ALL ibrsd_integration_log ALL VERBOSE ibrsd_integration_log 3 R
27. incidents are then assigned to corresponding support groups To change the default company name 1 Navigate to MCELL_HOME integrations ibrsd conf defaultMapping map 2 Modify the following entry under MapName BEMUseCaseNEW and MapName BEMUseCaseMOD if slot itsm_company Companyl slot itsm_company else Companyl Remedy a BMC Software Company endif NOTE Company 1 is a field that is defined in the staging form of the IBRSD workflow and itsm_company isa slot in BMC EM Chapter 4 Configuring IBRSD 59 Creating event management propagation policies Creating event management propagation policies Event management propagation policies are used to send selected events to BMC Remedy Service Desk through IBRSD to create enhanced incidents You create event management propagation policies by using BMC Impact Explorer BMC IX You begin by creating an event selector that identifies which events should cause the creation of incidents in BMC Remedy Service Desk You then create an event management propagation policy that employs this selector Lastly specify the Integration for BMC Remedy Service Desk IBRSD instance as the destination of the event management policy and enable the policy TIP A default event propagation policy that triggers incidents for all BMC EM critical events is available in BMC IX To see this policy perform the following steps 1 From the Administration tab of BMC IX expand the By Pol
28. is Causal Cl is the new root cause of the Impacted CI Impacted CI Event Priority Severity Event Severity Status with and nereo a 2 Select a string to modify for a localized version For example the first string selected in Figure 14 on page 77 is Causal CI is 3 In the Tag Value field enter the equivalent text for the selected string in your locale 4 Choose File gt Save to save the localized value 5 Repeat steps 2 through 4 for each string in the list To configure IBRSD menus and links for localization 1 Using the BMC Remedy User application open the SYS Request Actions Assoc form 2 Select the record with the Go to CI in SIM request type action Chapter 4 Configuring IBRSD 77 Configuring IBRSD for localization 78 3 In the Locale field insert your locale value 4 Save and close the form 5 Repeat the procedure steps above for the forms and their associated records shown in Table 8 Table 8 Forms and associated records for menu and link localization Form to open Record to select RAC Config Tasks Integration Configuration RAC Config Options Integration for BMC Remedy Service Desk RAC Config Applications Integration for BMC Remedy Service Desk Integration for BMC Remedy Service Desk User Guide me 5 Running multiple instances of IBRSD Integration for BMC Remedy Service Desk IBRSD provides manual load balancing and a failover mechanism when multiple i
29. lt omc Jihware Integration for BMC Remedy Service Desk User Guide Supporting Integration for BMC Remedy Service Desk 7 3 01 BMC Impact Manager 7 3 01 BMC Remedy Service Desk 7 3 01 BMC ProactiveNet Performance Management 8 0 00 BMC Event and Impact Management 2 0 00 November 2009 a eo elena WITH THE POWER OF IT www bmc com Kime O Contacting BMC Software You can access the BMC Software website at http www bmc com From this website you can obtain information about the company its products corporate offices special events and career opportunities United States and Canada Address BMC SOFTWARE INC Telephone 713 918 8800 or Fax 713 918 8000 2101 CITYWEST BLVD 800 841 2031 HOUSTON TX 77042 2827 USA Outside United States and Canada Telephone 01 713 918 8800 Fax 01 713 918 8000 Copyright 2006 2009 BMC Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners AIX DB2 and IBM are the trademarks or registered trademarks of International Business Machines Corporation in the United States other countries
30. mean time to repair MTTR The average elapsed time from the occurrence of an incident to restoration of the service 138 Integration for BMC Remedy Service Desk User Guide ABCDEFGHIJKLMNOPCORSTUVWXYZ metaclass See internal base class MetaCollector A virtual collector that contains a group of event collectors from multiple BMC Impact Manager instances It exists only in the BMC Impact Explorer You can customize it to suit your organizational needs module A product that plugs into the BMC Portal MTBF See mean time between failures MTBF MTBSI See mean time between system service incidents MTBSI MTTR See mean time to repair MTTR N navigation tree See navigation tree view navigation tree view 1 A hierarchical display of the objects and user defined groups and views 2 In BMC Impact Explorer a hierarchical view of defined objects and groups An object can be a filter rule or event The groups are arranged to show relationship and dependency between the managed systems The navigation tree view appears in the left pane 3 In the BMC Portal a hierarchical display of groups defined in a view New phase The event processing phase in which New rules are evaluated to determine which events in the repository should be updated with new information from new incoming events New rule An event processing rule that is evaluated during the New event processing phase and can update events stored in the reposi
31. or both Linux is the registered trademark of Linus Torvalds Oracle is a registered trademark of Oracle Corporation Solaris Java and Java runtime environment are trademarks or registered trademarks of Sun Microsystems Inc in the U S and other countries UNIX is the registered trademark of The Open Group in the US and other countries BMC Software considers information included in this documentation to be proprietary and confidential Your use of this information is subject to the terms and conditions of the applicable End User License Agreement for the product and the proprietary and restricted rights notices included in this documentation Restricted rights legend U S Government Restricted Rights to Computer Software UNPUBLISHED RIGHTS RESERVED UNDER THE COPYRIGHT LAWS OF THE UNITED STATES Use duplication or disclosure of any data and computer software by the U S Government is subject to restrictions as applicable set forth in FAR Section 52 227 14 DFARS 252 227 7013 DFARS 252 227 7014 DFARS 252 227 7015 and DFARS 252 227 7025 as amended from time to time Contractor Manufacturer is BMC SOFTWARE INC 2101 CITYWEST BLVD HOUSTON TX 77042 2827 USA Any contract notices should be sent to this address Customer support You can obtain technical support by using the BMC Software Customer Support website or by contacting Customer Support by telephone or e mail To expedite your inquiry see Before contacting BMC
32. parameter specifies the error numbers that Integration for BMC Remedy Service Desk IBRSD monitors for guaranteed incident creation BMC Software recommends limiting errors for this parameter to application wide errors such as AR Server Downor Plug in Server Down NoOfUnsentEventsToLog This parameter specifies the number of unsent events to be logged NOTE Event logging occurs for failed events and these events are stored in the UnSentEvents file in BAROC format If that file becomes full a new file UnSentEvents 1 is created to store the existing failed events and new failed events are again sent to the UnSentEvents file Future incident creation using the same IBRSD instance is halted for the following amount of time IncidentCreationAttempt IncidentCreationAttemptInterval Configuring IBRSD to connect to a different BMC Remedy AR System Server 74 Ensure that the IBRSD AR System module is installed on the BMC Remedy AR System Server To configure IBRSD to connect to a different BMC Remedy AR System Server 1 Navigate to I BRSD_HOME conf 2 Open ibrsd conf and modify the following parameters m ARSServerName m ARSServerPortNum m ARSServerUserName 3 Run the EncryptUtility utility as explained in Managing AR System server logon credentials on page 44 Integration for BMC Remedy Service Desk User Guide Configuring IBRSD to connect to an AR System server group 4 Restart IBRSD Configuring IBRSD to co
33. perform event and service management activities BMC Impact Explorer Server Obsolete term See BMC Impact Portal 122 Integration for BMC Remedy Service Desk User Guide ABCDEFGHIJKLMNOPCORSTUVWXYZ BMC Impact Integration product BMC II product An interface that enables the synchronized flow of events and data between a BMC Impact Manager instance and another BMC Software product or a specific third party product BMC Impact Manager BMC IM The BMC Impact product that provides automated event and service impact management It runs as a service on supported Windows platforms and as a daemon on UNIX platforms and can be distributed throughout the networked enterprise and connected in various topologies to support IT goals BMC Impact Manager instance An installation of the BMC Impact Manager product on a host computer Compare with cell BMC Impact Publishing Server The BMC Impact Portal service or daemon that obtains the service model from the BMC Atrium CMDB and publishes distributes it to the designated service impact management cell or cells BMC Impact Portal The BMC Portal module that you use to monitor the status of business services and their components BMC Impact Reporting The BMC Impact Solutions component that you use to create and view long term reports BMC Impact Service Model Editor A graphical editor that you use to develop maintain and extend the service model that is stored in the BMC Atrium Configuration Ma
34. shows a Declined entry in the operation history default status view type In the BMC Impact Portal one of the view types available from the Status tab Delete phase The event processing phase in which Delete rules are evaluated and actions are taken to ensure that data integrity is maintained when an event is deleted from the event repository during the cleanup process Delete rule An event processing rule that is used to clean up obsolete information when an event is deleted from the repository Delete rules are evaluated when an event is deleted and they take actions to ensure that data integrity is maintained destination One end of a relationship In the case of an impact relationship it is the end associated with the consumer of events draft service model A working version of the service model that can contain both published and unpublished elements duplicate event A subsequent occurrence of an event that has already been received such as the second or later notification that a component is down An event that has matching values for all the slots defined with the dup_detect yes facet in the event class definition You can use Regulate rules to detect and count duplicate events See also facet During Schedule Time periods in which a component has a higher service demand and higher importance than in the off schedule time period In a During Schedule time period the component is typically assigned a higher priority value and
35. the Application Administration Console click the Custom Configuration tab 3 Expand the Integration for BMC Remedy Service Desk and Integration Configuration entries and double click BMC Service Impact Manager Intelligent Incident Setup as shown in Figure 6 on page 57 The Global Mappings and Configurations dialog box for BMC SIM attributes opens as shown in Figure 9 on page 65 Integration for BMC Remedy Service Desk User Guide Setting incident mappings for BMC SIM Figure 9 Global Mappings and Configurations dialog box for BMC SIM BMC SIM Intelligent Incident Setup lt bmesoftware lt Vw Global Mappings and Configurations Incident Configuration Criteria Company Caro Services 7 Contact Information First Name Last Name View Global Attribute Mapping SIM Priority Incident Urgency SIM Status Incident Impact 1 Highest UNAVAILABLE 2 High x IMPACTED gt 3 Moderate x Minap J z WARNING gt 4 Low x INFO oo 5 Lowest x ae y Or UNKNOWN gt BLACKOUT gt Save Cancel 4 Choose a Company for which you configure the global attribute mappings TIP By default the Integration for BMC Remedy Service Desk IBRSD installer provides mapping for Remedy a BMC Software Company While creating incidents for a CI in BMC Service Impact j Manager BMC SIM if no company is specified for the CI Remedy a BMC Softwar
36. the IBRSD integration module for running multiple instances 80 Configuring BMC IM for running multiple instances 81 Starting the IBRSD instances and the cell 0 eee eee eee 81 Querying the status of an IBRSD instance 2 cic c ees ck bean denver een Ceeea ee wh 81 Chapter 6 Using IBRSD 83 Information VICWS sie RR ce READER REAR RE eee eee eee REAR 84 BMC Remedy Service Desk View i44 0c ierda doles eehanta year deed adds 84 Inpact Explorer view cc3 eevee sent teases ET EEUE EER EA EEDE ENEE 86 Event Incident Errors collector 0 0 0 0 ccc cc cc cee cece e eens 87 Enabling a sample policy to create enhanced incidents 88 Testing enhanced INCIGeMiay ity case veneer wen tus Mike CLP ee mend GEER eee ERA 90 Testing intelligent incidents oecui th eky tae bees ae Cre eevie eR eRe Ee eR ees 91 Cross launch SS Ean EEA a ates ane EE gene oie eed eaeeutes 94 6 BMC Impact Solutions Infrastructure Administration Guide Chapter 7 Troubleshooting 97 Fistallationisst es oly pray eee eee een eek ee ee ee a e 98 IBRSD forms fail to import ead een open Ree tee eee ete 98 Manually importing definitions def files 0 0 c eee eee eee 99 Manually importing data arx files nonan teren anaana ranar 99 Installation executable terminates when installing on Solaris computer 100 IBRSD AR System module installation terminates 100 IB
37. utility The utility statbld exe that periodically consolidates the data in a cell s transactions file xact and writes the saved state of the cell to the repository mcdb 148 Integration for BMC Remedy Service Desk User Guide ABCDEFGHIJKLMNOPQRSTUVWXYZ status 1 For events an indication of the event s management Possible values are Open Closed Acknowledged Assigned and Blackout 2 For service components an indication of the relative availability of an IT resource Possible values are OK Unknown Blackout Information Warning Minor Impact Impacted and Unavailable status to severity mapping table The status to severity map is used by the cell to map the main status of a component to the severity of a history event status computation model A model that determines the status of a consumer service component when a change in the status of its provider service component occurs status propagation The effect that a change in status of a provider component has on the status of its consumer components STATUS_PROPAGATION table A dynamic data table that defines the different pairs of service component types whose instances can have a relationship and the status propagation model to be used for each relationship store and forward A mechanism that ensures that if an event cannot reach its destination it is saved in a file and sent when a viable connection to the destination becomes available stored event A
38. 5 Enter the parameters that identify the new policy and specify to which BMC Impact Manager BMC IM instance the policy applies as described in the following list Parameters labeled in boldface type are required You must enter values for them Company Select the company for which you would be creating the service policy m Policy Name Type a new policy name The policy name must contain no spaces otherwise an error message is displayed m Cell Name From the list of cells registered to your BMC Impact Portal select the cell to which the policy applies m Enable Select Yes to activate the policy after it is saved otherwise select No m Integration Instances Click the ellipses button to the right of the Instances Instances box In the new dialog box shown in Figure 11 on page 69 use the Integration Instance box to select the instance of IBRSD to which the policy applies and click Add The integration instance appears in the Selected Instances list 68 Integration for BMC Remedy Service Desk User Guide Creating service policies Figure 11 Integration Instance Selection screen lt bmesoftware Integration Instance Selection Integration Instance L D E Remove 6 In the Service Impact Manager Selection Criteria section of the dialog box in Figure 10 on page 68 enter parameters for the BMC Service Manager BMC SIM component to which the policy applies The following parameter descriptions
39. BMC Impact Integration for PATROL described 18 BMC Impact Integration for Tivoli described 19 BMC Impact Manager product described 19 BMC Impact Portal described 19 BMC Impact Reporting described 19 BMC Impact Service Model Editor described 18 BMC Impact Solutions described 14 BMC Portal product described 18 BMC Remedy Service Desk 26 cross launch 94 BMC Remedy Service Desk module installing 34 BMC Service Impact Manager solution described 14 BMC Software contacting 2 BSM See Business Service Management Business Service Management described 14 role of BMC Event Manager solution 15 role of service impact management 16 C causal CI defined 25 classes 113 CMDB See BMC Atrium Configuration Management Database collectors files 115 configuration troubleshooting 101 cross launch troubleshooting 110 customer support 2 customized locales configuring Remedr AR system 102 E enhanced incidents defined 26 Event Incident Info 86 event management overview 15 event management policies 60 F failover 79 G global attributes 64 guaranteed event delivery configuring 73 H Heartbeat 46 Index 153 ABCDEFGHIJKLMNOPCORSTUVWXYZ IBRSD architecture 24 features 24 function 26 IWS See Impact Integration Web Services Impact Explorer cross launch 95 Impact Integration Web Services IIWS described 18 19 Impact Manager 25 impacted CI defined 25 Incident Info 86 incident relationships 86 In
40. BMC Impact Solutions Read Me First Description provides information to help you organize your installation BMC Impact Solutions Planning and Installation Guide provides deployment scenarios and information for users to consider before installation and implementation BMC Impact Solutions Concepts Guide provides an overview of components and architecture and how event management and service impact management work in the context of Impact Solutions for new users BMC Impact Solutions Getting Started Guide provides the procedures users need to configure components and start monitoring events and services BMC Portal Installation Guide provides the options and requirements to plan your installation and instructions for installing the product BMC Portal Getting Started provides an overview of the BMC Portal and instructions for configuring the product BMC Atrium CMDB Installation and Configuration Guide provides instructions for installing and configuring the BMC Atrium Configuration Management Database BMC Impact Event Adapters User Guide provides the procedures and information necessary to configure and use the Impact Event Adapters to collect events administration BMC Impact Solutions Infrastructure Administration Guide provides information and procedures to manage and customize infrastructure such as Impact Manager Knowledge Base Impact Administration Server and other com
41. BRSD you must execute two separate uninstallation programs a IBRSD AR System module m IBRSD integration module Using the GUI to uninstall the IBRSD AR System module If the IBRSD AR System module is installed on a computer running a Windows operating system you can use the native Windows Add Remove Programs functionality to uninstall the module 48 Integration for BMC Remedy Service Desk User Guide Using the GUI to uninstall the IBRSD AR System module Otherwise perform the following procedure on the computer where the IBRSD AR System module is installed NOTE en ORD RR You need root or administrator privileges to perform uninstallation See Other prerequisties on page 33 for information about required privileges For nonroot user uninstallation use the following command to append the PATH variable with usr ucb before you begin uninstallation export PATH PATH usr ucb To use the GUI to uninstall the IBRSD AR System module 1 Back up the files that you want to retain 2 Close all other applications 3 From the directory where the IBRSD AR System module is installed run the appropriate file for your operating system as listed in Table 6 Table 6 Uninstallation files for IBRSD AR System module by using the GUI Operating system Uninstallation file Windows uninstaller exe Linux Solaris AIX uninstaller bin The Integration for BMC Remedy Service Desk ARS Module Unin
42. Chapter 4 Configuring IBRSD 61 Configuring IBRSD to pass additional slots from BMC EM events to BMC Remedy Service Desk To modify the definition of Key in the BEM PRODUCT CATEGORIZATION table By default IBRSD defines the Key as mc_host_class mc_object_class You should modify the Key definition only once before populating the BEM_PRODUCT_CATEGORIZATION table 1 Modify the following rule in the MCELL_HOMEletc cellName kb rules ibrsd_bem_categorization mrl file to change the definition of the key refine create index for dda match EVENT NEW SIBRSDIRecordindex Index SNEEN NS host class YE 1 NEW mc_object_class END 2 Recompile the KB by using the following commands cd MCELL_HOME etc cellname kb mccomp manifest kb 3 Restart the cell Configuring IBRSD to pass additional slots from BMC EM events to BMC Remedy Service Desk By default IBRSD passes all the event slots for a new event to BMC Remedy Service Desk To extend IBRSD to pass additional event slots that exist in BMC EM to BMC Remedy Service Desk you must modify the following items m gateway ibrsd file m DefaultMapping map file workflow at the AR System server To modify the gateway ibrsd file The gateway ibrsd file contains configuration information about which event slots to pass to IBRSD to create an incident If you want to pass updates regarding the additional slots perform the following steps 62 Integration for BMC Remedy
43. D service manually after rebooting the computer If the IBRSD service tries to connect before the AR System server starts IBRSD terminates You can circumvent this issue by editing your service dependency registry settings to make IBRSD dependent upon the AR System server as follows On Windows 2000 or Windows 2003 Server computers enter the following command where remedyServiceName is the displayed service name in the service control manager for the BMC Remedy service sc config IBRSD depend remedyServiceName Execute this command for each IBRSD instance On UNIX operating systems from the IBRSD_HOME bin directory execute the ibrsd sh start script to start the IBRSD daemon Execute the ibrsd sh stop script to stop the IBRSD daemon Enabling Heartbeat for IBRSD Heartbeat is a periodic message sent between communicating objects to inform each object that the other is still active and accessible m IBRSD employs BMC Event Manager BMC EM to monitor the IBRSD integration m The IBRSD integration monitors BMC Remedy AR System Server automatically If any of these components terminate or restart an event is created 46 Integration for BMC Remedy Service Desk User Guide Enabling monitoring of BMC Remedy AR System Server by IBRSD Enabling monitoring of BMC Remedy AR System Server by IBRSD The Heartbeat interval configuration parameter HBInterval in the IBRSD conf file located at IBRSD HOMEIconf specifies the time in seconds
44. Desk IBRSD generates a state change event and sends it to BMC Remedy Service Desk Verify that the incident status in BMC Remedy Service Desk has changed to the default Resolved or a custom status as defined in the propagation policy Close the incident and verify that the event that was automatically opened to note the incident creation has also closed Chapter 6 Using IBRSD 93 Cross launch Cross launch From BMC Remedy Service Desk you can determine what incidents are associated to a specific CI and from BMC Impact Explorer BMC IX you can see the CI in the service model and determine what user communities are affected and view the events associated to a given CI To access cross launch from BMC Remedy Service Desk 1 From an incident form select an incident 2 From the Relationships tab for the incident select the relationship entry for Configuration Item 3 From the Quick Actions list select Go to CI in SIM as shown in Figure 25 on page 94 Figure 25 Cross launch from BMC Remedy Service Desk to BMC IX i Impact 2 Signifcant Large Urgency 3 Medium 7 Weight peo oo Assignment Vendor Relationships Resolution Financials D ate System Show Related z Ordered 20000170 Intelligent or Impacted Cl comp iAssigned Quick Actions Goto Clin SIM 4 Click Execute and enter your user ID and password when prompted To access cross launch from BMC IX 1 From the Services ta
45. EA sources such as log files Telnet sessions or Solutions SNMP into BMC Impact Manager events BMC Impact Event Log event collection application that converts events from a BMC Impact Adapter for Windows Windows event log into BMC Impact Manager __ Solutions BMC IELA events BMC Impact event integration application that transfers event BMC Impact Integration for transformation information generated by PATROL Agents to Solutions PATROL BMC Impact Manager and discovers PATROL BMC II for PATROL Agents BMC Impact event and data integration application that enables the BMC Impact Integration for interchange synchronized bidirectional interchange of Solutions PATROL Enterprise PATROL Enterprise Manager alerts to BMC Manager Impact Manager and BMC Impact Manager BMC II for PATROL events to PATROL Enterprise Manager alerts EM 18 Integration for BMC Remedy Service Desk User Guide BMC Impact Solutions applications and architecture Table 1 Service impact management and event management applications part 2 of 2 Application Function Description Product kit BMC Impact Explorer event and service operations console used by IT staff to perform BMC Impact BMC IX management event and service management activities on Solutions operations events from any number of BMC Impact console Manager cells BMC Impact adapter for event integration application that enables event BMC Impact Integration Web and
46. EPORTED as shown in Figure 24 on page 93 Integration for BMC Remedy Service Desk User Guide Testing intelligent incidents Figure 24 Incident resolution SLM Status m amp Incident gt Nomal D Service Targets Status Impact Resolved nl Status Reason Automated Resolution Reporte i 4 Minor Locaized v Priority Low el To verify intelligent incidents information 1 Verify that an intelligent incident service policy exists has valid options and is enabled Send an event that initiates a state change in a low level IT component of the service model the causal component Verify the creation of corresponding incidents in BMC Remedy Service Desk based on the policy definition to trigger incidents for impacted or causal CIs or both In the Services tab in BMC Impact Explorer BMC IX right click the CI to View Events gt All and then expand the event frame Look for the Intelligent Incident Information event in the top event frame and select the Incident Information tab in the bottom frame Notice the Incident ID Priority Status and Message slots These slots are also synchronized with any changes that occur in BMC Remedy Service Desk From BMC IX either close the original state change event impacting the CI in the service model or manually change the state of the CI to OK by right clicking After the CI in service model turns green Integration for BMC Remedy Service
47. IF BMC Impact Manager Cell IV Integrate with Remedy Service Desk IV BMC Impact Publishing Server User Consoles IV BMC Impact Explorer Other IV BMC Impact Event Adapters for SNMP Log Files TCP etc IF BMC Impact Windows Event Log Adapter IV BMC Impact Solutions Documentation 40 Integration for BMC Remedy Service Desk User Guide Installing the IBRSD integration module 2 In the BMC Impact Solutions installer s module information entry window select Yes for Do you want to integrate with a BMC Atrium Configuration Management Database as shown in the following figure W BMC Impact Solutions 7 3 01 Installer Enter the following information for the modules that are being installed Do you want to integrate with a BMC Atrium Configuration Management Database Yes No you can configure this later AR System Server Name Port optional AA frm w23 sms28 pune labs bme com Lg AR System User Name E3 Demo AR System Password BMC IMPACT Contirm Password SOLUTIONS lt bmcsoftware InstallAnywhere 3 In the BMC Impact Solutions installer s installation preview window ensure that Integration for BMC Remedy Service Desk is displayed in the installation summary list Chapter 3 Installing IBRSD 41 Upgrading the IBRSD AR System module W BMC Impact Solutions 7 3 01 Installer Installation preview BMC Impact Solutions 7 3 01 will be installed in the following location C Program Files BMC Softwarempact F
48. MC products to BMC Impact Portal enables you to monitor the status of business services and components and contains a list of components within a service model BMC Impact Administration Server IAS handles login and administrative functions for BMC IX BMC Impact Explorer BMC Impact Explorer connects to any number of cells or groups of cells By providing a graphical representation of the relationships between components BMC IX allows you to examine the events stored in the cells and perform management activities Use the Service Model Editor to create and define component instances that represent objects in the service model specify the relationships among those instances and publish this information to cells and the BMC Atrium CMDB BMC Service Mode defines the resources that deliver business services models their behaviors and functional relationships and manages delivery of the resulting services BMC Impact Manager cells collect process and store events within a BMC Impact Manager instance Each cell uses the information in its associated Knowledge Base to identify the types of events to accept and how to process and distribute them BMC Service Model BMC Service Model defines the resources that deliver business services models their behaviors and functional relationships and manages delivery of the resulting services Copyright 2006 2009 BMC Software Inc as an unpublished work All rights reser
49. NSTANCE record in bii multiple instance record baroc in MCELL_HOMElete cellName kb records in the knowledge base of the cell to represent the number of IBRSD instances and uncomment the entry in the load file B Include the bii multiple instance refine mrl found in MCELL_HOMEletc cellName kb rules and uncomment the entry in the load file C Compile the knowledge base of the cell 3 Restart the cell 4 Restart the IBRSD integration module Starting the IBRSD instances and the cell On Windows Start IBRSD instances from the Windows services On UNIX Start each instance of IBRSD separately by providing the instance name as a parameter to the ibrsd sh script such as in the following example ibrsd sh instanceName start Querying the status of an IBRSD instance To check the status of an IBRSD instance on Windows open the Services window Chapter5 Running multiple instances of IBRSD 81 Querying the status of an IBRSD instance On UNIX use the following command ibrsd sh instanceName status NOTE Uninstalling the IBRSD integration module automatically uninstalls the created IBRSD instances Add a propagate rule in the knowledge base of the cell for every new IBRSD instance For example propagate to_ibrsd EVENT EV where EV status CLOSED to one of Librsd ibrsdl 82 Integration for BMC Remedy Service Desk User Guide cme Using IBRSD This chapter describes how you can use Int
50. RSD AR System module installation log has an erroneous message 100 Unable to install IBRSD AR module on Unix 00 00 eee 101 Configuration SSUES sises cerea cease Na le e Ee eae DE bg ea 101 Cell restart error Skipping multiple define ibrsd 101 Service Policy Configuration console displays only one IBRSD integration i istance for selection Te cect sagde pierre ere e a Eee E eie 102 Configuring the BMC Remedy AR System Server to display the IBRSD links in c tomiz d locales ss rn ss ek He O E EEE eaa eee 102 Pr dtict use issues ejenn e ERRE O E E E E E E EAE 104 Testing the IBRSD integration process in isolation 104 IBRSD BMC Remedy AR plug in server time out errors 105 Enabling trace logs for IBRSD 304 cnssdewecnseks row edee robe eee eee ee ERs 105 IBRSD dialog boxes fail to appear when running Remedy mid tier 107 EVENTS with a large amount of data in particular slots may result in an IBRSD FAME en pears te ey eke E DeLee ue ee a hive be ere ae BERS ORE ee 107 Incident updates cease seret e228 et eetiniN baked edie E SEE E i 107 Event messages are truncated 4 cis4tar eis vive deus viene as rrn n runnen 107 Incidents not Seneraled ehsanga eo cel eelee haa eee eens oor eva eRe eis 107 Intelligent incident creation does not have a corresponding incident_info event in the BMC IX Events view s 4 64 5icccbeeeee ese count ener edes 108 Intell
51. RSD configuration Cell restart error Skipping multiple define ibrsd A cell restart error occurs when two IBRSD instances with the same name appear in the mcell dir file of a BMC Impact Manager BMC IM cell When installing an IBRSD instance on separate computers to which the cell will connect the installation script by default names each IBRSD instance as 1B RSD Consequently an error occurs when the cell attempts to resolve the instance names Workaround Rename one of the instance names in the cell s mcell dir file so that each instance has a unique name Chapter 7 Troubleshooting 101 Service Policy Configuration console displays only one IBRSD integration instance for selection Service Policy Configuration console displays only one IBRSD integration instance for selection The Service Policy Console displays only one IBRSD instance to select even though more than one instance exists See Configuring BMC IM for running multiple instances on page 81 Configuring the BMC Remedy AR System Server to display the IBRSD links in customized locales The Integration for BMC Remedy Service Desk link should be displayed in the English locale as well as in the customized locale such as Japanese when you select Remedy User Tools gt Home gt Application Administration Console and then select the Custom Configuration tab This involves making links similar to the existing links for English locale The process of copying the
52. Support website You can obtain technical support from BMC 24 hours a day 7 days a week at http www bmc com support From this website you can read overviews about support services and programs that BMC offers find the most current information about BMC products search a database for issues similar to yours and possible solutions order or download product documentation download products and maintenance report an issue or ask a question subscribe to receive proactive e mail alerts when new product notices are released find worldwide BMC support center locations and contact information including e mail addresses fax numbers and telephone numbers Support by telephone or e mail In the United States and Canada if you need technical support and do not have access to the web call 800 537 1813 or send an e mail message to customer_support bmc com In the subject line enter SupID lt yourSupportContractID gt such as SupID 12345 Outside the United States and Canada contact your local support center for assistance Before contacting BMC Have the following information available so that Customer Support can begin working on your issue immediately product information product name product version release number license number and password trial or permanent operating system and environment information machine type operating system type version and service pack or other maintenance level such
53. You can install the IBRSD AR System module by using the graphical user interface GUI mode or the command line interface CLI TIP For best performance during installation install the Integration for BMC Remedy Service Desk IBRSD AR System module when the AR System server is least active Using the GUI to install the IBRSD AR System module This section explains how to install the IBRSD AR System module by using the GUI mode After you install the required software listed in the preceding section Supported versions of required BMC products on page 32 install IBRSD To use the GUI to install the IBRSD AR System module NOTE The BMC Remedy AR System Server must be installed and running on your computer when B you install the IBRSD AR System module Otherwise when the installation program attempts to verify the BMC Remedy AR System Server administrator user name and password that you enter authentication fails even if the user name and password are correct 1 Insert the product CD into the CD drive and display its contents 2 Ensure that the BMC Remedy AR System Server is running 3 Close all active desktop applications and dialog boxes 36 Integration for BMC Remedy Service Desk User Guide Using the GUI to install the IBRSD AR System module 4 Run the appropriate installer for your operating system as shown in Table 5 on page 37 Table 5 IBRSD AR System module installers Operati
54. abase WR Server a aeae ESATE EI SNTE T MIR ER SRST KURU EEAT PRT TRT RSM RER MEME NA REESE BRED SENE TE LEE TEE E SSR KEE SAN Det lt 4 Causal CI Chapter 2 Introduction to Integration for BMC Remedy Service Desk 25 The IBRSD role The cell creates an event to denote any change in status of the impacted CI and applies rules or a policy to check whether the change in status should create a new incident If a new incident should be created the cell creates an event to denote the incident creation and passes the event to the Integration for BMC Remedy Service Desk IBRSD component For more information about service management see Related publications on page 20 Enhanced incidents for BMC EM When the cell obtains an event the cell applies the impact rules or a policy to determine whether the event should create a new incident If a new incident should be created the cell passes the event to the IBRSD component You can create an IBRSD incident for an impacted BMC Event Manager BMC EM CI You can publish a CI on a BMC EM cell but if such a CI is a consumer of an impact the impact is not propagated to that CI For more information about event management or event policies in BMC Impact Manager see Related publications on page 20 The IBRSD role The IBRSD component functions as a translation process or gateway between BMC Service Impact Manager BMC SIM or BMC Event Manager BMC EM and BMC Remedy Service Desk IBRSD
55. allation terminates The installation terminates with an error message if the Integration for BMC Remedy Service Desk IBRSD AR System module is already installed Workaround Search for the IBRSD_ARSInstall chk file in the AR System server home directory If the file exists the module is already installed If you need to reinstall uninstall the existing IBRSD AR System module first IBRSD AR System module installation log has an erroneous message The following message might be displayed in the Integration for BMC Remedy Service Desk IBRSD AR System module installation log file It is harmless and you can ignore it 100 Integration for BMC Remedy Service Desk User Guide Unable to install IBRSD AR module on Unix DECODE DIARY FAILURE Invalid data format in the diary type field Message Type ERROR Unable to install IBRSD AR module on Unix Installation of IBRSD AR system module on Unix terminates with the following error Current user does not match with the owner of AR Server Please login as root user Workaround The same user who has installed the BMC Remedy AR System Server must install the IBRSD AR system module To check this run the command ls ld etc arsystem Make sure that the user who is running the installation is the same as the owner of the ar conf file and etc arsystem directory Configuration issues This section lists troubleshooting information for problems that can occur during IB
56. applies attribute mappings to convert data received from the cell to a format suitable for processing by the BMC Remedy Service Desk workflow The attribute mappings filter file discards the unwanted slots and the map file converts the names of the required slots to field names of the staging form IBRSD then creates the entry in the BMC Remedy staging form This staging form holds the relevant information of the original event You can use the default IBRSD attributes or you can customize them by using the Global Mapping and Configurations Console in BMC Remedy Service Desk The BMC Remedy Service Desk role The BMC Remedy Service Desk workflow logic processes the information in the incident staging form to create or update incidents added by IBRSD For each incident that is created or updated the workflow uses the IBRSD filter plug in to create a new event or update an existing event that is sent to the originating cell 26 Integration for BMC Remedy Service Desk User Guide The BMC Remedy Service Desk role BMC Remedy Service Desk also provides the interface to customize attribute mappings and define service centric policies These attribute mappings can be defined based on the company name With customized attribute mappings for BMC SIM you can map BMC SIM priority to BMC Remedy Service Desk incident urgency and map BMC SIM status to incident impact With customized attribute mappings for BMC EM you can map BMC EM priority to BMC Remedy S
57. as PUT or PTF system hardware configuration serial numbers related software database application and communication including type version and service pack or maintenance level sequence of events leading to the issue commands and options that you used messages received and the time and date that you received them product error messages messages from the operating system suchas file system full messages from related software License key and password information If you have questions about your license key or password contact BMC as follows m USA or Canada Contact the Order Services Password Team at 800 841 2031 or send an e mail message to ContractsPasswordAdministration bmc com m Europe the Middle East and Africa Fax your questions to EMEA Contracts Administration at 31 20 354 8702 or send an e mail message to password bmc com m Asia Pacific Contact your BMC sales representative or your local BMC office 4 Integration for BMC Remedy Service Desk User Guide Contents Chapter 1 BMC Impact Solutions overview 13 Business service management with BMC Impact Solutions 14 Evehtm h gemen tis csi ots kete ae en i a E EEE hades EN 15 Service impact management ocivleasyiws pel ek ee een bees ewes Sex eebet ee es 16 BMC Impact Solutions applications and architecture 6 0 e eee eee eee 17 Related publications o asikpi neiere teed ew Re ene Lagi D eee 20
58. ase CMDB that interoperate to deliver business services and of the critical relationships and dependencies between the components It provides a dynamic business oriented view of business services The service model is used by IT operations staff and business managers to m manage IT and service information from an easily interpreted graphical view m quickly discover the underlying IT assets that are causing business service slowdowns or outages m define and manage the critical relationships between IT assets and business services m quickly determine the impact that an IT problem has on various business services and user groups m integrate real time IT and service information with the help desk to automatically create intelligent incidents that enable help desk users to prioritize incidents based on impact to the business Integration for BMC Remedy Service Desk User Guide BMC Impact Solutions applications and architecture BMC Impact Solutions applications and architecture Figure 2 shows the BMC Impact Solutions and BMC Impact Portal applications and the related technologies that together deliver BMC Impact Solutions service impact management and event management Figure 2 BMC Impact Solutions service impact and event management architecture BMC Impact Solutions 7 3 01 Architecture Overview BMC Atrium CMDB with SIM extensions is the common datastore for asset configuration management and service model data enabling B
59. ata Match Table IBRSD Data HE Access Control List EHE cell Data f IM_CI_NOTIFICATION_SERVICE Notification Service Cell Directory Component Cell Heartbeat Cell Metric Cell Regulate Event Relation Notification Registry Interna Notification Registry EJ Notification Registry Internal pund2k429 2 25 09 5 09 PM Extended Details i ernal Notification Registry Internal Asset Filter Client Data IBRSD Clients pund2k429 Notification Mode FULL Notifications at Registration Yes PATROL Index Requested Notifications COMPONENT CHANGE COMPONENT DELETE Service Model Data Cell Data Service Model Data a Service Level Management Agreement Service Model Component E Service Model Custom Service Model Relationship ESP MyTest L smi Epe Infrastructure Management Data Extended information about the DATA Creating an incident as a Demo user displays workflow error message When you try to create an incident as a Demo user Integration for BMC Remedy Service Desk IBRSD displays the following workflow error Chapter 7 Troubleshooting 109 Cross launch fails Figure 31 Incident workflow error il in sms aix13 By Status Open ummary Object Notes History Source Details Internals Deprecated Event Information Occurred 9 12 07 7 51 AM Severity Major Message Error in Incident WorkFlow ERROR NUM 1291039 ERROR
60. ata BEM_PROD 235 mc SIMCELL 9 20 07 7 1 9 20 07 7 1 aaw Hardware2 Hardware Personal Co Desktop amp E ADMIN DATA BEM_PROO 236 mc SIMCELL 9 20 07 7 1 9 20 077 1 aar Hardware3 Hardware Server Unix S Match Table gt IBRSD DATA ROTERE t PO nh ER Control List Cell Data E pek Index SHE Service Model Data 4 pun sms aix13 Extended Detats internals You can see the product categorization values in the following columns product_tier1 product_tier2 product_tier3 NOTE Ensure that the product categorization values mentioned here match the product categorization values in the BMC Atrium CMDB m product tier1 value maps the itsm category slot of the EVENT m product tier2 value maps the itsm_type slot of the EVENT m product tier3 value maps the itsm item slot of the EVENT 4 When BMC Event Manager BMC EM receives an event with the following information mc host class and mc object class slots for the events equate the Key field s value in the BEM PRODUCT CATEGORIZATION table Integration for BMC Remedy Service Desk IBRSD creates an incident that has the following information the Tier 1 field matches the product tier1 field of the BEM PRODUCT CATEGORIZATION table the Tier 2 field matches the product tier2 field of the BEM PRODUCT CATEGORIZATION table the Tier3 field matches the product tier3 field of the BEM PRODUCT CATEGORIZATION table
61. ategorization for BMC EM 2 is cedse eee e dv ines ctiudie dda ted 60 Configuring IBRSD to pass additional slots from BMC EM events to BMC Remedy service DESK orere hese dle bee tena a e ei easle RR ee E 62 Configuring IBRSD for BMC SIM os2 s00sideee tea tet ed ed eeebee tenes seeeeee ee 64 Setting incident mappings for BMC SIM 25 255400 sarcee n perenne eee een te 64 Configuring IBRSD for multitenancy in BMC SIM 0 0 cee eee 66 Creating service policies i iania na aa a A R A E ESA 67 Product categorization for BMC SIM seeeeeeeeeeeekeeekkkkkkknne 72 Configuring information in the BMC Impact Service Model Editor 72 Configuring guaranteed incident creation 542 2044dsaeeeweid eine tdde dee ees 73 Configuring IBRSD to connect to a different BMC Remedy AR System Server 74 Configuring IBRSD to connect to an AR System server group 75 Configuring IBRS for BMC M ViAw it veveraehotinesveeedcasieades Uebadeaes 75 Configuring the IBRSD integration and IBRSD AR System modules for BMC IM HA sheets adnan cosa gat estas aha wih Bets sa tie a SETE TEEN BEREDTE HEDEN coisas ae 76 Mapping custom severity to IBRSD n nunnan ununun annn Geegabauanyesdeaws 76 Configuring IBRSD for localization sunaa eed eew ci die eevee se eensdue ee 76 Chapter 5 Running multiple instances of IBRSD 79 Configuring multiple IBRSD instances oo ss0secade tee new a cae ee nde ee a eee eh 80 Configuring
62. b right click a CI 2 Select Launch gt View Related Incidents as shown in Figure 26 on page 95 94 Integration for BMC Remedy Service Desk User Guide Cross launch 3 Enter your user ID and password when prompted Figure 26 Cross launch from BMC IX to BMC Remedy Service Desk a TT ss 8 View Service Impact Graph View Events Manual Status Maintenance Mode CI Relationship Viewer Product Catalog View Related Incidents View Related Problem Investigations bak HE Ea Fi Ea Solais 10 Solaris 9 Vn 2000 Win 2003 NOTE _______ _____ __ ___ To cross launch BMC Remedy Service Desk from BMC Impact Explorer BMC IX B mid tier installation is a must Otherwise when you maneuver the Launch button no link is visible Chapter 6 Using IBRSD 95 Cross launch 96 Integration for BMC Remedy Service Desk User Guide atm Troubleshooting This chapter lists situations that can occur with Integration for BMC Remedy Service Desk IBRSD and provides instructions for correcting or circumventing the situations istallato issues sa arr aa E o EE a ene bee eaten ae 98 IBRSD forms fail to UN POtl 2i co sceee das ehowiui seks eed sce beanddnS eaes 98 Manually importing definitions def files 0 0 c eee eee eee 99 Manually importing data ark fl 8 c ss0s00s cece vas eeeerar seen vee e uass 99 Installation executable terminates when in
63. bility for the event P parent event collector A event collector that contains child collectors to form an event collector set permission A rule associated with an object to control which users groups and roles can access the object and in what manner A permission gives the user a specific type of access to the object for example read permission or write permission See right phase rule See rule phase policy See event management policy policy class A BAROC class that is a child of the base data class POLICY and that defines a type of policy policy instance A specific implementation of any of the types of event management policies For example you could have an instance of a blackout policy that defined blackout periods for holidays and another instance of the same policy that defined blackout periods for monthly maintenance port A number that designates a specific communication channel in TCP IP networking Ports are identified by numbers BMC Impact Manager communicates using the ports specified during installation portal The access point for web based management tools The portal houses applications installed by a user and communicates with remotely monitored systems See also BMC Portal Glossary 141 ABCDEFGHIJKLMNOPCORSTUVWXYZ presentation name A descriptive name or label that you can designate to appear instead of a specific internal slot name or class name in the user interface screens You define pre
64. c term for anything that is displayed in the user interface See class object class In BMC Impact Solutions a data structure that defines a type of object An object class can be a BAROC language data structure in a BMC Impact Manager cell Knowledge Base or a Common Data Model CDM data structure in the BMC Configuration Management Database A class is made up of data fields called attributes slots that define its properties See also event class and object object linking In BMC Portal the ability to associate two objects that are the same IT asset or resource but that occur in different console modules and manage them as one object 140 Integration for BMC Remedy Service Desk User Guide ABCDEFGHIJKLMNOPCORSTUVWXYZ off schedule time Time periods in which the component has a lower service demand a lower priority and lower downtime cost than in the During Schedule time periods Off schedule time includes any time that is not defined in the service schedule Exceptions Within During Schedule time periods are treated as off schedule time when determining base priority See also service schedule Exceptions Within During Schedule and During Schedule open event An event that may require action An open event may have a status of Open Acknowledged Assigned or Blackout Open status The event status that indicates that the event has not been examined or that neither an operator nor an automated process has been assigned responsi
65. can help you set appropriate values m Class Select the CI class to which the policy applies Components Within the designated class specify the components to which the policy applies all components in the class components with names that begin with a specified text string selected components To select particular components click Edit In the Policy Component Selection dialog box shown in Figure 12 on page 70 highlight only the components that you want to include Chapter 4 Configuring IBRSD 69 Creating service policies Figure 12 Policy Component Selection dialog box lt Dmcsoftware Policy Component Selection Component Search Filter Component Search Result List Class BMC_Application Begins with D case sensitive Site D YS Search Add to selected components list Selected Components 0 ComponentName Site oo or or Remove from selected components list ok A You can use the Begins with box to type the first few letters of a component name use the percent sign as wildcard or provide a Site value to filter the component selection NOTE B The Begins with text box is case sensitive B Click OK after you add the available components to the Selected Components list m Priority Select the lowest priority to which the policy applies The policy applies to the priority that you select and all other priorities above the selected priority m S
66. cation Administration Console click the Custom Configuration tab 3 Expand the Integration for BMC Remedy Service Desk and Integration Configuration entries and double click BMC Intelligent Incident Service Policy Configuration as shown in Figure 6 on page 57 4 In the BMC Intelligent Incident Service Policy Console click Create The BMC Intelligent Incident Service Policy Configuration dialog box shown in Figure 10 opens Chapter 4 Configuring IBRSD 67 Creating service policies Figure 10 BMC Intelligent Incident Service Policy Configuration dialog box BMC Intelligent Incident Service Policy Configuration lt bmcsoftware Policy Configuration Company fleets Policy Name Integration Instances m Cell Name 7 Enable No Yes Service Impact Manager Selection Criteria Incident Creation Criteria Class 7 A Incident For Impacted and Causal Components z Components All Components in Selected Class All Components that begin with case sensitive Incident Behavior on SIM OK Status Selected Components Status Resolved v Status Reason Automated Resolution Reported z Attribute Mapping SIM Priority to Incident Urgency Default Custom View Custom it Priority Selected value and above 5 Lowest aa Status Selected value and above OK x Site x Save Cancel SIM Status to Incident Impact Default C Custom View Custom
67. cident Work Info 84 Incident Work Info BEM 85 info view event incident 86 installation AR System side GUI mode 34 basic steps 30 requirements 32 installation files 37 installation troubleshooting 98 intelligent incidents defined 25 L localization 76 M Manually importing arx files 99 mrl rules files 114 multiple instances configuring the BMC IM side 81 querying an instance status 81 0 operating systems 31 P platforms 31 policies event management 60 policies service 67 product support 2 publications related 20 R Remedy AR module installing 34 Remedy Service Desk 26 cross launch 94 S Service Desk 26 cross launch 94 Service Desk incident relationships 86 Service Model Editor 72 Service Model Editor See BMC Impact Service Model Editor service policies 67 SME 72 SME See BMC Impact Service Model Editor support customer 2 T technical support 2 troubleshooting 98 101 104 U uninstalling Integration side CLI mode 50 W Work Info 84 Work Info BEM 85 workflow 24 154 Integration for BMC Remedy Service Desk User Guide Notes 107536
68. command line for automation or immediate execution For a complete list of CLI commands see BMC Impact Solutions Administration See also command line interface CLI Close The event operation action that closes an event If the event was assigned to the current user Close sets the status to Closed and shows an Operator Closed entry in the operation history Otherwise Close sets the status to Closed and shows an Override Closed entry in the operation history Closed status The event status that results from a Close event operation action CMDB See BMC Atrium Configuration Management Database BMC Atrium CMDB collector See event collector Glossary 125 ABCDEFGHIJKLMNOPQRSTUVWXYZ collector rule See event collector rule collector set See event collector set command line interface CLI A user interface in which you issue commands one at a time on a command line for automation or immediate execution In BMC Impact Manager you use the CLI in conjunction with a graphical user interface GUI to operate the product component A logical or physical asset that is represented in the BMC Atrium CMDB There are two types of assets represented in the BMC Atrium CMDB non service components such as desks and other non IT physical assets and service components that participate in the delivery of business services See also service component component instance A named component that represents an actual IT resource See also se
69. cryptionKey a Windows Navigate to IBRSD_HOME bin and enter the following command create_instance InstanceName port encryptionKey In Windows the script creates a service for each additional instance of IBRSD The service name is in the following format IBRSDInstanceName For example if you have created an instance ibrsd1 the service name would be IBRSDinst1 For example the following command creates a service named IBRSDinst2 and adds the entry inst2 to the ibrsdinstances file create_instance inst2 9898 keyl inst2 is the instance name 9898 is the port number and keyl is the encryption key 80 Integration for BMC Remedy Service Desk User Guide Configuring BMC IM for running multiple instances Configuring BMC IM for running multiple instances The BMC IM configuration is based on the propagate rules used in the BMC IM knowledge base A propagate rule routes the events to different integration instances and a persistent record is maintained to decide which gateway to propagate the event to A refine rule determines the instance to which the event should be propagated The INTEGRATION_INSTANCE record maintains the total number of instances and the instance value being used in the propagate rule To configure BMC IM for multiple IBRSD instances 1 In the meell dir file add an entry for a new instance of IBRSD 2 optional For load balancing perform the following steps A Change the no_of_instances slot of the INTEGRATION_I
70. ct Event Log Adapter for Windows BMC IELA event management The collection and correlation of events across an enterprise to enable IT operations to focus the proper resources on the most critical events event management policy One of several generic rule types that perform actions against events that meet selection criteria specified in an associated event selector Unlike manually written rules event policies are defined interactively using the Event Management Policy Editor in the BMC Impact Explorer See also user defined policy event operation history The tabular display of the operation actions taken against an event in BMC Impact Explorer You can access the event operation history from the Operations History tab of the Event Details pane on the Events tab in BMC Impact Explorer event operations Commands issued by operators to respond to events and correct the problems that the events represent Operators perform these commands from an event list in BMC Impact Explorer event processor See cell event propagation The act of forwarding events and maintaining their synchronization among multiple BMC Impact Manager instances cells event repository 1 An archive of generated event data 2 In BMC Impact Manager instances cells the storage facility mcdb in which event information is stored event selection criteria The syntax of an event selector that specifies the conditions that an incoming event must meet to trig
71. d by changes made by the user in the overlay dataset Glossary 145 ABCDEFGHIJKLMNOPQRSTUVWXY2Z sandbox View In the BMC Impact Service Model Editor a personal work area for designing and developing a service model saved state The state of a BMC Impact Manager instance cell as determined by the StateBuilder utility statbld exe The StateBuilder utility periodically consolidates the data in the transactions file xact to produce the saved state of the product instance This information is stored in the event repository mcdb and the state is reloaded when BMC Impact Manager restarts schedule See service schedule SDK See Software Development Kit SDK selector See event selector selector class A BAROC class that is a child of the base data class SELECTOR and that defines a type of event selector self priority The result of mapping the base priority value for a component with its status value send to test A user initiated action in the BMC Impact Service Model Editor in which objects such as components and relationships are copied from a sandbox View to a test dataset The copy captures both sandbox objects and production objects to reproduce a consistent model or submodel in the test environment service An integrated composite of several components such as management processes hardware software facilities and people that delivers something of value to satisfy a management need or objective servic
72. data communication between BMC Impact Portal Solutions Services BMC IIWS interchange console modules and BMC Impact Manager cells BMC Impact Portal service monitoring console that you use to monitor the BMC Impact BMC IP monitoring and status of business services and their components Solutions management console BMC Impact Manager eventand service product that collects processes and stores BMC Impact monitoring and events based on the processing instructions in its Solutions management Knowledge Base The Knowledge Base identifies the types of events to accept how to process the events and distribute them and which events to associate to which service components Integration for BMC create intelligent integration application that adds business BMC Impact Remedy Service Desk incidents from context to incidents by enabling bidirectional Solutions IBRSD event and service flow of information between BMC Service impacts Impact Manager BMC SIM or BMC Event Manager BMC EM and BMC Remedy Service Desk Table 2 lists and describes related applications that work with BMC Impact Solutions and BMC Impact Portal applications Table 2 Other integrations part 1 of 2 Product or product component Functionality Description Product kit BMC Impact Reporting service web server application to produce BMC Service BMC Impact BMC IR management Management Reports for business and technical Reporting reporting users BMC Impact ev
73. dent Work Info i Work Info Type EMC Impact Manager Updal Locked amp Yes No i Date pma g View Access amp Intemal Public i Source EMC Impact Manager Event 7 i Notes K Limit 3 Attachments H FileName Filesize AttachLabel Attachment 1 Attachment 2 Attachment 3 Submitter Remedy Application Service Submit Date 37 2 2006 5 36 26 PM i BMC Impact Manager U pacted CI comp with Status WARNING and Priority PRIORITY_5 i i EBMC Impact Manager U Causal Cl comp 0 is no longer the root cause of the Impacted Cl comp 7 197122 EBMC Impact Manager pacted CI comp 7 with Status WARNING and Priority PRIORITY 5 i i i BMC Impact Manager U Causal Cl comp 2 is the new root cause of the Impacted Cl comp 7 fe SMC Impact Manager U Causal Cl comp 1 is the new root cause of the Impacted Cl comp 7 9 12 EBMC Impact Manager pacted Cl comp with Ja us WARNING and Priority PRIORITY 5 i ET 2 i FBMC Impact Manager pacted CI comp with Status WARNING and Priority PRIORITY_5 i 197127 i PBMC Impact Manager U Causal Cl comp 0 is the root cause of the Impacted Cl comp i i An Incident Work Info view for BMC Event Manager BMC EM displays a list of event details in the Notes box as shown in Figure 16 on page 85 84 Integration for BMC Remedy Service Desk User Guide BMC Remedy Service Desk view Figure 16 BMC Remedy Service Desk Incident Work Inf
74. downtime cost than during an off schedule time period For example if a high service demand occurs during 9 00 AM and 5 00 PM you can create a During Schedule timeframe for that time period See also off schedule time and Exceptions Within During Schedule During Schedule cost The outage cost per second related to the component when the outage occurs within the During Schedule timeframe 128 Integration for BMC Remedy Service Desk User Guide ABCDEFGHIJKLMNOPQRSTUVWXYZ dynamic collector A special type of collector that in response to events can add or remove event collectors from the cell during runtime dynamic data Contextual reference data that is stored in a table in the event repository mcdb and that is updated during runtime if the context has changed Administrators can use and manipulate dynamic data in the BMC Impact Explorer Administration View E ECF See Event Condition Formula ECF effect event In a sequence of events the event that is identified as an effect of a cause event See also cause event elected event See impact event encryption key The seed encryption key If the destination product has a key value all clients must encrypt their communications using the same key value enrichment 1 The process of adding to or modifying the original event data to enhance it for problem management service management correlation automation notification or reporting functions 2 A type of policy
75. dule To use the CLI to uninstall the IBRSD AR System module 1 Back up the files that you want to retain 2 Close all other applications 3 From the directory where the IBRSD AR System module is installed run the appropriate file for your operating system as listed in Table 7 Table 7 Uninstallation files for IBRSD AR System module by using the CLI stalla file ux Solaris AIX uninstaller bin console Windows uninstaller exe console 4 When the installer prompts you to select the uninstall mode select C for the CLI mode 5 Follow the instructions on the screen to complete uninstallation NOTE Uninstallation of IBRSD AR module does not remove the IBRSD related workflows from the BMC Remedy AR System Server Uninstalling the IBRSD integration module You must run the BMC Impact Solutions uninstallation program located at Impact_Home UninstallBMCImpactSolutions and select the Integrate with Remedy Service Desk option Chapter 3 Installing IBRSD 51 Uninstalling the IBRSD integration module 52 Integration for BMC Remedy Service Desk User Guide smc Configuring IBRSD After installing the prerequisite software and the Integration for BMC Remedy Service Desk IBRSD modules you must configure the IBRSD component to work with your BMC Remedy AR System Server and your BMC Impact Solutions
76. e 40 Upgrading the IBRSD AR System module 2 55 2i e 2hec0senaesaetaaseten aes 42 Upgrading the IBRSD integration module i lt 4ce4s1 ashe tian eee Aa ee es 43 iBRSD BMC EM to BMC SIM tipetade ic dey cies yi leew burs meweeen ee eage ees 43 Managing AR System server logon credentials 0 0 0 0 cece eee eee eee 44 Verifying the configuration of IBRSD modules 0 0 c eee ee eee 45 Starting IBRSD ile ad teaver E TE eleva CoRR Eee KR EREE ele 46 Enabling Heartbeat for IBRSD euvwesi es eed ceed eta eee ranun r hea de one bed 46 Enabling monitoring of BMC Remedy AR System Server by IBRSD 47 Uninstalling IBRSD v ces ete coke cent ER ede on meee ESEN EKRE E MR 48 Contents 5 Using the GUI to uninstall the IBRSD AR System module 48 Using the CLI to uninstall the IBRSD AR System module 50 Uninstalling the IBRSD integration module n n unaa anuna rnnr rurarna 51 Chapter 4 Configuring IBRSD 53 Configuring BMC Remedy ITSM customer and assignee roles 55 About global attribute Mappings cic sarincedeehuaraxatans iyagand teenie had 55 Configuring IBRSD for BMC EM ccncsveeeessdaeser ives rebar kewereevehede 56 Setting incident mappings for BMC EM iccyote retain ebede reach etene vers 56 Configuring IBRSD for multitenancy in BMC EM 000 e eee 59 Creating event management propagation policies 0c cece eee 60 Product c
77. e Company default is used for incident creation When creating a policy if you do not specify a company and choose to use the default mappings you must create mappings for the Global company Otherwise you might get an error while saving the intelligent incident policy 5 Add Contact Information by entering the first and last names of the customer whose details are present in the People form or select a name from the BMC Remedy IT Service Management BMC Remedy ITSM People form Chapter 4 Configuring IBRSD 65 Configuring IBRSD for multitenancy in BMC SIM NOTE The fields for first and last name in the Contact Information section are case sensitive The plus sign following each name field label indicates that you need to position the cursor in that field and press Enter so that instead of entering the name of the person manually you can select the person from the Selection List dialog box 6 For each SIM Priority select a corresponding Incident Urgency For example you equate any BMC Service Impact Manager BMC SIM event assigned a priority of 2 High to an incident urgency of 3 Medium NOTE Incident priority is calculated using the combination of incident impact and incident urgency 7 For each SIM Status select a corresponding Incident Impact For example you might set any BMC SIM event with a status of MINOR an incident urgency of 3 Moderate Limited 8 When you are satisfied with the mappi
78. e catalog A list of IT services that identifies the physical and logical assets that help provide a service The data collected in the service catalog can be used to form a configuration management database service component A logical or physical resource that participates in the delivery of services A service component is any class that is a subclass of the BMC_BaseElement class in the BMC Atrium CMDB or the cell Knowledge Base 146 Integration for BMC Remedy Service Desk User Guide ABCDEFGHIJKLMNOPCORSTUVWXYZ service component alias A name that is assigned to a service component instance and used in associating an event type with the component instance You add an alias to a service component instance s definition in the Service Model Editor A service component instance can have several different aliases to enable different event types to be associated with it service component relationship In a service model the association of two service components in which one component the provider delivers some resource or service to the consuming component or components See also provider and consumer service model An extensible system for defining the various resources that combine to deliver business services for modeling their behaviors and functional relationships and for managing the delivery of the resulting services In Service Impact Management the map of how IT components relate to the business processes that they support All IT
79. e custom values and then click OK to save The custom values override the values defined for the company in the current policy SIM Status to Incident Impact Select whether to use the values defined for the company or custom values that you specify For instructions on setting global mappings see Setting incident mappings for BMC SIM on page 64 Select View Custom to view and edit the custom values and then click OK to save The custom values override the values defined for the company in the current policy TIP If you select Default for SIM Priority to Incident Urgency and SIM Status to Incident Impact the policy considers the Global mapping attributes set for the respective company If you do not specify a company and choose to use the default mappings you must create mappings for the Global company Otherwise you might get an error while saving the intelligent incident policy 8 Click Save A message confirms that the new policy has been added and saved Chapter 4 Configuring IBRSD 71 Product categorization for BMC SIM The new policy is now visible in the By Policy Type container in the navigation pane of the Service Policy Console You can view the same policy in BMC Impact Explorer BMC IX under Admin gt Cell name gt By Policy Type gt Intelligent Incident Service Policy Product categorization for BMC SIM In BMC SIM IBRSD reads the product categorization values from the CI properties The CI
80. e ee 114 Collectors files ices evens Sach exci eden Pace EAEE AEREE bea es Ged 115 Configuration parameters for IBRSD ycscctetedateewe es eee Ge tak eee tad anda 117 Tables 11 12 Integration for BMC Remedy Service Desk User Guide BMC Impact Solutions overview This chapter presents the following topics Business service management with BMC Impact Solutions 14 Event management 22 er raten nek ei RR EES Cte eed ex Ewe eres ae 15 Service impact management 42423524 4 SE SELE ake pi KE sa har eRe AEA SERRE RS 16 BMC Impact Solutions applications and architecture 17 Related public tions sisu sseni te dicen pisao iiia En Ee eee eee ea ae 20 Chapter 1 BMC Impact Solutions overview 13 Business service management with BMC Impact Solutions Business service management with BMC Impact Solutions 14 Business service management BSM is a dynamic IT management strategy that enables companies to align their IT operations and resources with their key business objectives By focusing IT technology people and processes on supporting critical business services IT management can increase the quality and value of IT services while reducing the cost of IT service delivery and lowering the risks of failures to business operations Using the BSM approach IT staff can continuously monitor manage and improve the specific IT systems and applications that are most important to the business BSM also
81. e event repository restricted object A dynamically created object that contributes to service status but which the user does not have permission to view right An authorization entitling a user to perform a certain action Rights apply to a whole application or to specific objects of a certain type root cause analysis The process of monitoring events and correlating event data to identify the true cause of a problem rule A conditional statement written in MRL and that if determined to be true executes actions Cell event processing occurs in phases with the cell comparing each event to the series of rules associated with that phase Each phase s rules are evaluated one by one before the event is passed to the next phase The order in which rules are evaluated during a particular phase is based on the order in which the rules were loaded rule engine See cell rule phase A specific stage of event processing Event processing compromises a combination of sequential phases and nonsequential phases each with a corresponding rule type rule type The designation that identifies a rule as being in a specific phase of event processing The cell executes rules within the context of the associated event processing phase and in the order in which the rules were loaded from the rule file S sandbox An overlay dataset associated with the production dataset The overlay dataset provides a view of the underlying production dataset maske
82. eatures to be installed AA Installing BMC Impact Administration Server 7 3 01 Installing BMC Impact Manager Cell 7 3 01 a Installing BMC Impact Integration for BMC Remedy Service Desk 7 3 01 x Installing BMC Impact Publishing Server 7 3 01 Installing BMC Impact Explorer 7 3 01 Installing BMC Impact Event Adapters 7 3 01 BMC IMPACT Installing BMC Impact Windows Event Log Adapter 7 3 01 SOLUTIONS Installing BMC Impact Solutions Documentation 7 3 01 Total size 66 MB lt lt bmcsoftware InstallAnywhere oe acc Upgrading the IBRSD AR System module Perform these tasks on the BMC Remedy AR System Server where the IBRSD AR System module is installed To upgrade the IBRSD AR System module 1 Invoke the IBRSD AR System module installation executable as described in To use the GUI to install the IBRSD AR System module on page 36 The installation script automatically detects an upgrade situation and prompts you with a dialog box 2 Click Next 3 Inthe BMC Remedy AR System Server administrator login information dialog box enter the following logon parameters for the BMC Remedy AR System Server administrator role and click Install 42 Integration for BMC Remedy Service Desk User Guide Upgrading the IBRSD integration module m Admin User Name an administrator user name to log on to the BMC Remedy AR System Server with administrative access privileges m Admin Password the password for the administrator
83. ectory if you are not satisfied with Server Port No displayed below AR Server Name pun sms win03 AR Server Port No Please make sure that this portis not blocked by any firewall InstallShield i Cancel 9 Verify the server and port information and click Next 10 In the disk space usage dialog box verify the information and click Next 11 12 13 In the BMC Remedy AR System Server logon information dialog box enter the following logon parameters and click Next m Admin User Name an administrator user name to log on to the AR System server with administrative access privileges m Admin Password the password for the administrator ID m Re enter Admin Password the same password to confirm spelling In the installation summary dialog box review the information and decide whether to automatically import configuration forms and data by selecting or clearing the check box The forms and data for import are the integration specific forms such as global mapping and service forms BMC Software recommends accepting automatic import If import errors occur see IBRSD forms fail to import on page 98 When the summary information is correct click Install If you choose to automatically import configuration workflow forms and data the installation process takes more time than it would otherwise Integration for BMC Remedy Service Desk User Guide Using the CLI to install the IBRSD AR Syste
84. ed Testing intelligent incidents With your working knowledge of BMC Impact Explorer BMC IX and BMC Remedy Service Desk you can use the following high level procedure to test whether intelligent incidents execute correctly in your computing environment To test intelligent incidents 1 See the Creating service policies on page 67 to create a service policy For example a policy for BMC_BusinessService class 2 Change the status of the underlying IT component in your service model to affect a Business Service CI of interest A From the Services tab expand the global services tree in the service model under the Business Service CI XX component B Right click the component and select Manual Status C Select the UNAVAILABLE status add a comment to the lower frame and click OK D Refresh BMC IX in the Services tab view A status change progresses up the model causing the Business Service CI of interest to go into the UNAVAILABLE or red alarm state 3 Verify that an incident is created in BMC Remedy Service Desk A InBMC Remedy User select the Incident Management Console B Select the Search Incident function and press F5 or click the Search icon to see the incident in the Incidents Matching list as shown in the example list in Figure 23 on page 92 Chapter 6 Using IBRSD 91 Testing intelligent incidents Figure 23 92 Incident search results i BMC Remedy User Incident Modify al B
85. ed and presented in the BMC Impact Explorer Collector rules are written in Master Rule Language MRL event collector set A group of event collectors organized in a parent child hierarchy that results from progressive filtering of the incoming events that match the top level parent event collector criteria A collector set organizes the events for display in the BMC Impact Explorer Event Condition Formula ECF The section of an MRL rule definition that specifies the conditions that an incoming event must meet to trigger evaluation of the rule during processing For example APP_MISSING_PROCESSES where Lhostname redl sub_origin contains System is an ECF See Master Rule Language MRL event datastore An archive of generated event data event group A grouping of collectors that depicts the relationship of events through the hierarchy of the navigation tree Each level of the collector set is shown as a node under the event group The parent level of an event group represents all of the events associated with the collectors An event list is associated with the lowest level nodes of an event group The parent level of an event group is associated with an image view event list 1 A tabular listing of events 2 In BMC Impact Explorer you can access the event list from the Events tab 130 Integration for BMC Remedy Service Desk User Guide ABCDEFGHIJKLMNOPCORSTUVWXYZ Event Log Adapter for Windows See BMC Impa
86. effect Timer phase The event processing phase in which Timer rules for the delayed execution of another rule type are evaluated This phase spans the New Abstract Correlate and Execute phases of event processing Timer rule An event processing rule that triggers the delayed execution of another type of rule Timer trigger See Timer rule tree See navigation tree view U unknown object An object whose status cannot be determined because of a connectivity failure universal data identifier mc udid A unique system generated value used to identify a specific service component instance Each service component must have a value for the mc_udid attribute slot One use of the universal data identifier is in associating aliases to a service component instance unpublished component A service component that is currently part of the service model but that has not been published distributed to BMC Impact Manager instances user defined policy A type of policy that a service manager or operations manager can define to perform specialized event processing not available through any BMC Impact Explorer built in policy See also event management policy Using clause An MRL rule clause that is used primarily to retrieve data instances for a dynamic rule but can also be used to retrieve instances of past events V View In the Service Model editor the centralized area where you begin to build and maintain a service model Each V
87. egration for BMC Remedy Service Desk IBRSD to monitor the real time status of events or changes to the service model and the corresponding incidents opened in BMC Remedy Service Desk The chapter presents the following topics Information VIEWS 00 eee eee eee eee ee eee teen eens 84 BMC Remedy Service Desk view i o 054 20082 s0be tee ea keaente Maweeoe waned 84 Impact Explorer ViIOW s sss eies hie ties ae ERE ene i Eue EE ae eee 86 Event Incident Errors collector 0 0 c ccc cee eee een eee 87 Enabling a sample policy to create enhanced incidents 88 Testing enhanced incidents sassu srna eee eke hues be dy9 8 bed 90 Testing intelligent INCIGeNts cneau aeeked yee eee Sestak peeaeeueneiwetoss 91 Cross one os 6 secs cts aoa Bose ke nes ee as eae hs Eee ele ee bee eee es 94 Chapter 6 Using IBRSD 83 Information views Information views You can view incident specific information in BMC Remedy Service Desk and impact specific information in BMC Impact Explorer BMC IX BMC Remedy Service Desk view From BMC Remedy Service Desk you can view information in several ways that can help you understand the event or status change that prompted incident creation An Incident Work Info view for BMC SIM displays a synchronized audit trail of impacted and causal Cls in the BMC SIM service model as shown in Figure 15 Figure 15 BMC Remedy Service Desk Incident Work Info view for BMC SIM Inci
88. egration for BMC Remedy Service Desk User Guide Cross launch fails Table 10 Supported Java software for IBRSD Platform Java Product Version Windows Java 2 Runtime Environment 1 5 0_05 or later Standard Edition Java HotSpot Server VM 1 5 0_05 or later Solaris Java 2 Runtime Environment 1 5 0_08 b03 or later Standard Edition Java HotSpot Server VM 1 5 0_08 b03 mixed mode or later If the BMC Remedy mid tier is not present in the default web path cross launch fails with the following error message Federation access method type AR is not currently supported To update the web path 1 Log on to BMC Remedy Administrator 2 Select the BMC Remedy AR System Server and then select File gt Server Information gt Advanced tab 3 In Default Web Path change the entry to http midTierServerNamel arsys 4 Click OK 5 Restart the BMC Remedy AR System Server Chapter 7 Troubleshooting 111 Cross launch fails 112 Integration for BMC Remedy Service Desk User Guide cme Knowledge base files This appendix lists important files for Integration for BMC Remedy Service Desk IBRSD that reside in the BMC Impact Manager BMC IM knowledge base Class files The classes that IBRSD can receive are defined in BMC Impact Manager BMC IM in Basic Recorder of Objects In C BAROC language IBRSD employs these class files Table 11 Class files ibrsd_data TIBRSD policies ibrsd sm inciden
89. ell information in the IBRSD_HOME conf IBRSD dir file cell cellName key primaryHost port secondaryHost port m On the computer on which the IBRSD AR System module is installed enter the following cell information in the A4R_HOME conf IBRSD IBRSD dir file cell cellName key primaryHost port secondaryHost port Mapping custom severity to IBRSD When you configure the cell to recognize custom severities so that tickets are generated for these custom severities you must map these custom severities with the existing severities defined in BMC Atrium CMDB You must do this mapping in the iBRSDCustomizationConfiguration map file located at MCELL_HOME integrations ibrsd conf Configuring IBRSD for localization Though not a configuration requirement to use Integration for BMC Remedy Service Desk IBRSD you can localize the work information that appears in the incidents displayed in BMC Remedy Service Desk for better understanding the GUI Use the following procedure to localize incident work information To configure incident work information for localization 1 Using the BMC Remedy User application open the INT IBRSDResourceTable form shown in Figure 14 on page 77 76 Integration for BMC Remedy Service Desk User Guide Configuring IBRSD for localization Figure 14 IBRSD Resource Table form s BMC Remedy User INT IBRSDResourceTable Modify H File Edit View Tools Actions Window Help lel alel 7 7 alal Bl x Causal Cl
90. ent and data _ integration application that enables the BMC Impact Integration for Tivoli interchange synchronized bidirectional flow of EIF events Integration for from any TEC event source Tivoli Chapter 1 BMC Impact Solutions overview 19 Related publications Table 2 Other integrations part 2 of 2 BMC Impact Database BMC impact application that automatically exports events to BMC Impact Gateway event data a database such as Sybase Adapter Server Database exportation Enterprise Microsoft SQL Server Oracle or Gateway IBM DB2 BMC Impact developer developer s kit that provides C programming BMC Impact Integration software interfaces and web services interfaces for Integration Developer s Kit development kit developing additional integrations Developer s Kit Related publications The following related publications supplement this book release notes BMC Impact Solutions Release Notes contains system requirements last minute product information and support information for the BMC Impact Solutions products and components BMC Portal Release Notes components contains system requirements last minute product information and support information for the BMC Portal and its 20 Integration for BMC Remedy Service Desk User Guide Related publications Category installation and system configuration Document
91. er cells in the managed domain A propagate policy is evaluated during the Propagate phase of event processing propagate priority When a component forwards its self priority to its causal components Propagate rule An event processing rule that is used to forward events to other cells in the managed domain Propagate rules are evaluated during the Propagate phase of event processing 142 Integration for BMC Remedy Service Desk User Guide ABCDEFGHIJKLMNOPCORSTUVWXYZ propagated event An event that is forwarded from one cell to another cell or to a BMC Impact Integration product during the Propagate phase of event processing provider A logical or physical asset that delivers services or provides resources that are used by other service components in the delivery of business services publish environment An environment that consists of a production dataset an impact production dataset and one or more test or production cells that are published published modified component A service component that has been modified since its service model was published distributed to BMC Impact Manager instances published component A service component that is currently part of the published service model that has been distributed to BMC Impact Manager instances publishing The automated or user initiated action performed by the BMC Impact Publishing Server in which components relationships and management data from the production dataset are
92. ervice Desk incident urgency and map BMC EM severity to incident impact These mappings ultimately drive the priority of the incident Chapter 2 Introduction to Integration for BMC Remedy Service Desk 27 The BMC Remedy Service Desk role 28 Integration for BMC Remedy Service Desk User Guide smc Installing IBRSD This chapter explains how to install the Integration for BMC Remedy Service Desk IBRSD component in your BMC Service Impact Manager BMC SIM or BMC Event Manager BMC EM environment to integrate with BMC Remedy Service Desk Installation OVerVieW 6 eee cece eee eee eee e eee eee 30 System requirements seseris iceride siim bie iaeiiai h uel sted Eii a seuss 30 Supported platforms sas irase sia e ines i ERE E EA Eae AE aE 31 Supported versions of required BMC products sseeeeeeeeeeee 32 Other preregquis les 025400 ita ania ERA A A a a Aaa E 33 Preparing the BMC Remedy AR System Server computer 34 Upgrading from BMC II for Remedy AR System to IBRSD 35 Upgrading from IBRSD 7100s ccseete elapse eiteeee ein eed eh pete asset 35 Upgrading from I BRSD 7 2 00 or later it oss e oye eee a tie 36 Installing the IBRSD AR System module lt 4 ic e eed ada oeeds Die eeenaes 36 Using the GUI to install the IBRSD AR System module 36 Using the CLI to install the IBRSD AR System module 39 Installing the IBRSD AR System module in an AR server g
93. estart the IBRSD integration 4 Verify the trace logs in the IBRSD_HOMEf mp directory To enable trace for IBRSD AR plug ins 1 Open the IBRSD_Plugin conf file located at AR_HOME conf and set the following parameter Trace Yes Open the IBRSD trace file located at 4R_HOME conf Go to the end of the file and add the following lines ALL ALL ibrsd_integration_log ALL VERBOSE ibrsd_integration_log Restart the AR plug in server Verify the trace logs in the 4R_HOME Logs IBRSD tmp directory To collect the log files manually see Table 9 Table 9 IBRSD log files Module Product Log Configuration Directories AR Module Plug ins AR_HOME Logs IBRSD tmp AR_HOME Conf IBRSD Integration IBRSD_HOME log tmp IBRSD_HOME conf IM Module MCELL_HOME tmp MCELL_HOMEletc NOTE In BMC Impact Explorer BMC IX IBRSD appears as a component under Infrastructure Management on the Administration tab From the Administer gt Support Package tab you can create a support package containing the required log file 106 Integration for BMC Remedy Service Desk User Guide IBRSD dialog boxes fail to appear when running Remedy mid tier IBRSD dialog boxes fail to appear when running Remedy mid tier When running Remedy mid tier if the Integration for BMC Remedy Service Desk IBRSD module dialog boxes fail to appear Internet Explorer pop up blockers can be the cause Workaround Disable Internet Explo
94. example the provision of all logistic components underpinning the sale of consumer goods is a business service See also service Business Service Management BSM A dynamic method for connecting key business services to the IT systems that manage them BSM enables users to understand and predict how technology changes will affect their business and how changes in the business affect the IT infrastructure 124 Integration for BMC Remedy Service Desk User Guide ABCDEFGHIJKLMNOPQRSTUVWXYZ C cause event In a sequence of events the event that is identified as the cause of the other events See also effect event CDM See BMC Atrium CMDB Common Data Model BMC Atrium CMDB CDM cell The event processing engine that collects processes and stores events within a BMC Impact Manager instance Each cell uses the information in its associated Knowledge Base to identify the types of events to accept and how to process and distribute them child collector A collector contained within another collector See also event collector class 1 A data storage element In database terms it relates to a table in a database or a form in the Remedy AR System 2 In BMC Impact Manager a BAROC language data structure that defines a type of object used in BMC Impact Manager A BAROC class is made up of data fields called slots that define its properties 3 In BMC Impact Portal see object class CLI command A command that is issued on the OS
95. gateway ibrsd IBRSD mc hostl adprod bmc com 3115 2 On the computer on which the IBRSD integration module is installed check if two entries exist in the IBRSD_HOME conf IBRSD dir file One entry should point to the computer on which the IBRSD integration module is installed and the other should point to the computer on which the cell is installed as shown in the following example gateway ibrsd IBRSD mc hostl adprod bmc com 3115 cell cellName key cellHost port 3 On the computer on which the IBRSD integration module is installed check if the following entries exist for the AR System server in IBRSD_HOME conf IBRSD conf file as shown in the following example ARSServerName nameOfARServer OR I PAddressOfARServer ARSServerPortNum portNumberofARServer ARSServerUserName ARServer UserName Chapter 3 Installing IBRSD 45 Starting IBRSD 4 On the computer on which the AR System server is installed check if an entry for the cell exists in the AR_HOME conf IBRSD IBRSD dir file as shown in the following example cell cellName key cellHost port Starting IBRSD On Windows start the Integration for BMC Remedy Service Desk IBRSD service from the Windows operating system Services dialog box Start gt Settings gt Control Panel gt Administrative Tools gt Services NOTE If the BMC Remedy AR System Server is installed on the same computer as IBRSD for example in a test environment you might be required to start the IBRS
96. gement System 4 Double click BMC Event Manager Incident Integration Setup The Global Mappings and Configurations dialog box for BMC EM attributes opens as shown in Figure 7 on page 58 Chapter 4 Configuring IBRSD 57 Setting incident mappings for BMC EM Figure7 Global Mappings and Configurations dialog box for BMC EM BMC Event Manager pcicent Integration setup Global Mappings ond Configuration Company Fenech s BMC Sotie Compan lacident Configuration Criteria Contec Intonation lncident belo on Event CLOSED status Fast Hames BMC Stats Flesched Last Hame finger Mansy Staha earm iuromaed Flesoivion Reposted Sr Global Attribute Mapping HEM Prionity incident Urgency HEM Seventy incidant Impact T Highest rem CRITICAL Pi Esterivestwideopenesd 2 High Hin zl MAJOR griner L ge 3 Mode EMm j MOR zeie 4 Low iMm WARNING o Moman 5 Lawaai fH INFO Hrm 5 Choose a Company for which you configure the global attribute mappings TIP By default the Integration for BMC Remedy Service Desk IBRSD installer provides mapping for Remedy a BMC Software Company While creating incidents from BMC Event Manager BMC EM if no company is specified Remedy a BMC Software Company default is used for incident creation 6 Add Contact Information by entering the first and last names of the customer whose details are present in the People form or select a name f
97. ger selection of the event for rule evaluation during each phase of event processing You can specify event selection criteria through the BMC Impact Explorer GUI An MRL Event Condition Formula ECF also contains event selection criteria An event selector contains one or more event selection criteria event selector The filtering mechanism associated with an event policy that selects the events against which the event policy performs actions An event selector contains one or more event selection criteria Event selectors are defined interactively by using the BMC Impact Explorer An event policy can use one or more event selectors Glossary 131 ABCDEFGHIJKLMNOPCORSTUVWXYZ event source The monitored IT resource from which source event data is collected such as an operating system or application log file event timeout An event timeout policy changes an event status to closed after a specified period of time elapses Events View The BMC Impact Explorer user interface for viewing and manipulating event data See also Services View and Administration View Exceptions Within During Schedule Time periods in a service schedule that are exceptions to the During Schedule timeframe and in which a component has a lower service demand and lower importance than in the During Schedule time period For example if you have a During Schedule timeframe of 9 00 AM to 5 00 PM you can specify the period between 12 00 PM and 1 00 PM as an Exception Wit
98. guring IBRSD 55 Configuring IBRSD for BMC EM Configuring IBRSD for BMC EM This section explains how to configure IBRSD so as to create incidents for selected events in BMC Event Manager BMC EM These incidents are known as enhanced incidents Setting incident mappings for BMC EM If you want to change the default global attribute mappings between IBRSD and BMC EM use the following procedure To set global attribute mappings for BMC EM 1 From the Quick Links section on the left side of the BMC Remedy User home page select Application Administration Console 2 In the Application Administration Console click the Custom Configuration tab 3 Expand the Integration for BMC Remedy Service Desk and Integration Configuration entries as shown in Figure 6 on page 57 56 Integration for BMC Remedy Service Desk User Guide Setting incident mappings for BMC EM Figure 6 Custom Configuration tab of the Application Administration Console BMC REMEDY IT SERVICE MANAGEMENT AA ea Custom Configuration Application Administration Console Application Settings H Activity System E Asset Management H Foundation E Incident Management Integration for BMC Remedy Service Desk ie Integration Configuration ZBMC Event Manager Inddent Integration Setup baw BMC Intelligent Incident Service Policy Configuration i BMC Service Impact Manager Intelligent Incident Setup E Froblem Management E Requester Console H Task Mana
99. hat the Company Site Category Type and Item values for the CI match the corresponding values in BMC Atrium CMDB as explained in Product categorization for BMC SIM on page 72 Configuring guaranteed incident creation IBRSD can retry creation of incidents when an incident creation failure occurs You can configure IBRSD to retry incident creation a finite or infinite number of times or you can configure IBRSD to skip the event The IBRSD conf file contains the following parameters that you can edit to control event delivery GuaranteedIncidentCreation If this parameter is set to Yes and an error specified in the parameter InfiniteRetryForErrors occurs IBRSD attempts an infinite number of incident creation retries If this parameter is set to No IBRSD does not retry incident creation and returns the IBRSD_ERROR event with the error details Valid values are 1 for Yes and 0 for No Chapter 4 Configuring IBRSD 73 Configuring IBRSD to connect to a different BMC Remedy AR System Server IncidentCreationAttempts If the GuaranteedIncidentCreation flag is set to Yes and the error that occurred is not specified in the InfiniteRetryForErrors parameter IBRSD will retry incident creation for the number of times specified in this parameter The valid value is a whole number IncidentCreationAttemptInterval This parameter specifies the retry interval in seconds between attempts to retry incident creation InfiniteRetryForErrors This
100. hin During Schedule timeframe The time between 12 00 and 1 00 is treated as Off schedule time and a lower priority is associated with the component in that time See also During Schedule and off schedule time Exceptions Within During Schedule cost The outage cost per second related to the component when the outage occurs within the Exceptions Within During Schedule timeframe Execute phase The event processing phase in which Execute rules are evaluated and if conditions are met specified actions are performed Execute rule An event processing rule that performs actions when an attribute slot value changes in the event repository Execute rules are evaluated during the Execute phase of event processing Often the resulting actions are internal actions but you can use the execute primitive in a rule to call an external executable expression A combination of operators operands constants variables functions and primitives and conditions that represents a value or a relationship between values F facet A specific attribute of a BAROC class slot field that either controls the values that the slot can have or controls aspects of a class instance s processing field See attribute 132 Integration for BMC Remedy Service Desk User Guide ABCDEFGHIJKLMNOPQRSTUVWXYZ Filter phase The event processing phase in which Filter rules are evaluated to determine which events need additional processing or are unneeded and can be
101. hlighted sample policy Event_Propagation_To_Remedy_Help_Desk and choose Edit Policy E Select Enabled as shown in Figure 21 on page 88 Figure 21 Adding IBRSD to Propagation Policy Details Selector Details Propagation Policy Details Polcy Name Desi V Enabled r Policy Activation Timeframes G Always Active Define Activation Timeframes Propagate to All OF Propagate to One Of bip w23 o shr m03 bip w23 0 shr m03 Ea F From the Selector Details tab ensure that the Event Selection Criteria are set to the default values to create tickets for all critical events 88 Integration for BMC Remedy Service Desk User Guide Enabling a sample policy to create enhanced incidents G From the Propagation Policy Details tab ensure that Integration for BMC Remedy Service Desk IBRSD appears in the Propagate to One Of box as shown in Figure 21 on page 88 and click OK H From a command line use msend to send the following new BMC Event Manager BMC EM event msend n cellname a EVENT r CRITICAL m Test Event b mc_priority PRIORITY_1 2 Review the newly created incident in Incident Manager in BMC Remedy Service Desk A Log on to the AR System server with BMC Remedy User B From the Quick Links section click Incident Management Console C From the Functions list on the lower left corner click Search Incident D Click the Search button and review the list of incidents in the Incidents Matching list for
102. ical events Event management is required to implement service impact management because events are associated with service model components and contribute to the computation of status of those components The BMC Event Manager solution Chapter1 BMC Impact Solutions overview 15 Service impact management m collects events from IT components and other event management systems through its event adapters and other BMC Software application specific integration products m processes events to enable faster problem detection and resolution in BMC Impact Manager cells m automates management and corrective actions in the BMC Impact Explorer console m displays events in logical groups and graphical image views in the BMC Impact Explorer console m integrates with help desk and notification applications to generate enhanced incidents Service impact management 16 Service impact management consists of the identification definition and management of critical business services their supporting IT resources and the relationships between these entities BMC SIM has the ultimate goal of identifying and analyzing the impact of IT problems on the critical business services to ensure continued delivery of these services BMC service impact management depends on the development and maintenance of the service model The service model is a representation of the IT assets physical and logical components stored in the Configuration Management Datab
103. icy Type collector 2 Expand Propagation Policy gt IBRSD gt All Critical Events The sample policy Event_Propagation_To_Remedy_Help_Desk appears in the frame on the right For information about the creation of event selectors and event management policies see BMC Impact Solutions Infrastructure Administration Guide Product categorization for BMC EM IBRSD allows you to extend EVENT to include the product categorization values Integration for BMC Remedy Service Desk IBRSD reads the product categorization values from the BMC EM dynamic data table To view the sample product categorization values in BMC IX 1 Select the Admin tab 2 Click the Dynamic Data Editor tab 3 Under IBRSD_DATA for a cell select the BEM_PRODUCT_CATEGORIZATION table as shown in Figure 8 60 Integration for BMC Remedy Service Desk User Guide Product categorization for BMC EM Figure 8 BMC EM product categorization Ee a bea E Bem_PROOUCT_CATEGORIZATION SIMCELLI E a ee 9 20 07 7 18 PM B hel j P P Infrastructure Management cs ETN _ Creation Time Modification Timpn product tier product_tier2 product Production aE 9 20 07 7 1 9 20 07 7 1 ar iam Software Corporate Finance P IBRSDHA oh ante on me SIMCELL 9 20 07 7 1 9 20 07 7 1 aar Service Service Corporate Payroll SIMCELLI BEM_PROO 234 mc SIMCELL 9 20 07 7 1 9 20 07 7 1 aar Hardwarel Hardware Component Disk E D
104. iew is unique to a user account Multiple users can have different Views into the same service model You can save Views for later reuse Glossary 151 ABCDEFGHIJKLMNOPCORSTUVWXYZ W weighted function A calculation method that is used to determine impacts priority When clause A part of MRL rule syntax for Abstract Correlate Execute Propagate and Timer rules Events must first meet the selection criteria in the rule before the When clause is evaluated Changes to slot values cause When clauses to be re evaluated wildcard A type of pattern matching that uses the asterisk character to represent any number of different characters and the question mark character to represent a single unknown character See also regular expression workspace See View 152 Integration for BMC Remedy Service Desk User Guide Kima ABCDEFGHIJKLMNOPQRSTUVWXYZ Index A AR module installing 34 AR Server restarting 46 architecture 24 BAROC files 114 BEM Work Info 85 BMC Atrium CMDB Class Manager console described 18 BMC Atrium Configuration Management Database described 18 BMC Event Manager solution described 14 overview 15 BMC Impact Database Gateway described 20 BMC Impact Event Adapters described 18 BMC Impact Event Log Adapter for Windows described 18 BMC Impact Explorer described 19 BMC Impact Integration Developer s Kit described 20 BMC Impact Integration for PATROL Enterprise Manager described 18
105. igent incidents not generated for BMC SIM scenario 109 Creating an incident as a Demo user displays workflow error message 109 Cross lanch fails ses ecaetiouck baker eng hobs lates en eeweneeseaeeeiacws 110 Appendix A Knowledge base files 113 Class Files a ee eee ee ee a eee ee ne ee ee eae eee ee eee ee ee ere ee eee 113 Riles files cx toes ene howe EE E rhe tee Reh CHE hSe eee sede ante RR 113 Record les cine itt ig E a aed ae ta deb eee EE A E E E 114 Bin Mes 22cenc aces knead eee eels EEE eer onl Renee renee Eee hese gees 114 Collectors TICS cc ocacunchyehe nee tas eee E a RE E REEE A EEEE A sears eeene 115 AppendixB Configuration parameters for IBRSD 117 Glossary 119 Index 153 Contents 7 8 BMC Impact Solutions Infrastructure Administration Guide lt hme Figures BMC Service Impact and Event Management route to value 15 BMC Impact Solutions service impact and event management architecture 17 Causal and impacted CIs in a service model s5 ideccvercapasdesaverseisaeys 25 BMC Remedy AR System Server specification dialog box 0 504 38 Uninstalling the IBRSD AR System Module 00 ccc cece eee eee 50 Custom Configuration tab of the Application Administration Console 57 Global Mappings and Configurations dialog box for BMC EM 58 BMC EM product categorization 20s ian ete ne ee ede eee eee Sees 61 Global Mappings and Configurat
106. importing data arx files Copy all the arx files from the location ARModule_installLocation bin to a Windows folder for example C iBRSD_def To import data manually 1 Start the arimport utility by clicking Start gt Programs gt Action Request System gt BMC Remedy Import 2 Select File gt Open Form and open the form that you want 3 Select File gt Open Data File and open the corresponding arx file 4 Click Add All 5 Select Import Chapter 7 Troubleshooting 99 Installation executable terminates when installing on Solaris computer B 6 Click Yes on the Confirmation dialog box and OK on the Warning message box if it appears NOTE In the Japanese locale after successful installation and import of the arx files if you try to manually import the arx files the import is successful but Integration for BMC Remedy Service Desk IBRSD erroneously displays an error message Ignore this error message Installation executable terminates when installing on Solaris computer On some Sun Solaris IM computers the Sun Java Standard Edition JSE installer fails to execute the installer and issues this message could not utilize start class com installshield wizard Wizard This problem can occur when the var tmp directory is full preventing the Java command from executing the installer Workaround Free disk space in the var tmp directory and retry the installation IBRSD AR System module inst
107. ion requirement for IBRSD if you want to specify different users for these roles you change the defaults by editing the values in the following BMC Remedy IT Service Management forms Site Information Company People Support Group Assignment Configuration NOTE If you assign the product categorization information to a specific company IBRSD creates incidents automatically with information that is meaningful to the IT organization and assigns them to the respective support personnel based on the categorization information populated in these incidents For more information about editing these BMC Remedy IT Service Management forms see BMC Remedy Service Desk Incident Management User s Guide About global attribute mappings Global attributes define how IBRSD maps BMC SIM or BMC EM attributes to BMC Remedy Service Desk incident equivalents Appropriately defined global attribute mappings are important because incident urgency and incident impact determine the incident priority in BMC Remedy Service Desk and incident priority triggers additional workflow For example an incident with a priority of critical might automatically notify administrators and trigger Service Level Agreements SLAS Selecting a company for which you would define the global attribute mappings is necessary to leverage multi tenancy Change the IBRSD default settings for the global attribute mappings before creating new service policies Chapter 4 Confi
108. ions dialog box for BMC SIM 65 BMC Intelligent Incident Service Policy Configuration dialog box 68 Integration Instance Selection screen 1162 une eee tae bees eeaebe wees kaw 4 69 Policy Component selection dialog Dox epic usiacyan 384 i444 ee Oe ee 70 Application Administration Console link from BMC Remedy AR System Server main navigation SCHECH lt i 5 94 5 59 5 sema iia Ro REN EERO Ra Oe eR Ra MR 72 IBRSD Resource Table form ciedereyonn dua taviiseeures eer a cincee ain 77 BMC Remedy Service Desk Incident Work Info view for BMC SIM 84 BMC Remedy Service Desk Incident Work Info view for BMC EM 85 BMC Remedy Service Desk Incident relationship view 0 0000 e eens 86 BMC IX Event Incident Info Views ic 22i0dsscged sews idas de scgerdiwrseeetees 86 BMC IX CI Incident Info View fons sen boev a ve eee ee ees oe eee ore ees 87 Incident Error collectors and error event association icon 87 Adding IBRSD to Propagation Policy Details 0 0 0 c cece eee eee 88 Event Relations icon 4 2 44 id0 sat iss be ieee dd ddddee bedeest Saueasdeiess 89 Incident Search results 5 ciusvacetassrseyase etiek ten nekan ei nik en EE eai 92 Inicident resol tlon vices ok so ipana a E a tease Oa E 93 Cross launch from BMC Remedy Service Desk to BMC IX 00 20505 94 Cross launch from BMC IX to BMC Remedy Service Desk 00000005 95 RAC Config Ap
109. ists the supported operating systems and disk space requirements for Integration for BMC Remedy Service Desk IBRSD AR System module NOTE NTFS is the preferred drive format for IBRSD installations Installation on WIN FAT 32 drives can cause unpredictable results Table 3 Supported operating systems and disk space requirements Red Hat Linux Enterprise Server 4 0 32 bit 171 MB Red Hat Linux Advanced Server 5 0 64 bit on ESX Server 4 0 environment Sun Solaris 9 10 Sun Solaris 10 Zones 32 bit 171 MB IBM AIX 5 3 6 1 LPAR 32 bit 231 MB Windows 2003 Server SP 1 32 bit 330 MB Windows 2003 Server X64 32 bit compatibility mode Windows 2003 Server 32 bit on ESX Server 3 5 environment Windows 2008 Server 64 bit on ESX Server 4 0 environment Chapter 3 Installing IBRSD 31 Supported versions of required BMC products NOTE To install Integration for BMC Remedy Service Desk IBRSD on Solaris 10 Zones BMC recommends that the target computer have at least 4 GB RAM ideally a computer in a production environment would have 8 GB RAM at least 2 GB of which is dedicated to the Zone system If you are installing the entire BMC Impact Solutions product BMC recommends distributed installation as follows computer 1 Oracle Server BMC Impact Solutions IBRSD integration module installed through the BMC Impact Solutions installation m computer 2 Oracle Client
110. lossary 147 ABCDEFGHIJKLMNOPCORSTUVWXYZ slot facet See facet SM See service model SNMP adapter An adapter that listens at a port for SNMP traps It evaluates the traps and formats them based on the configured event mapping If the event mapping conditions are satisfied it sends the event to the cell SNMP Adapter Configuration Manager A component of the BMC Impact Event Adapters that converts Management Information Base MIB data into BMC Impact Manager class data Software Development Kit SDK A set of procedures and tools with which you can develop a type of application source data The information that enters the BMC Impact Manager system from another entity and that will be transformed into an event in the system source event The event that generates a related event statbld conf file The configuration file for the StateBuilder utility It is in the MCELL_HOMEletc directory on UNIX platforms and in the MCELL_HOME etc directory on supported Windows platforms statbld trace file The configuration file that specifies the trace information to be collected for the StateBuilder utility and where it should be written It is in the MCELL_HOMEletc directory on UNIX platforms and in the MCELL_HOME etc directory on supported Windows platforms state change event A generated event type that records changes in a component s status State change events never participate in component status computation StateBuilder
111. m module 14 When the installation is complete click Finish 15 To enable IBRSD to communicate with BMC Impact Manager BMC IM add the BMC IM cell details in the ARLHOME conf IBRSD dir file and restart the BMC Remedy AR Plug in server which is a part of the BMC Remedy AR System NOTE ABABA B You can view the IBRSD AR System install logs located at AR_HOME IBRSD_ARS log Using the CLI to install the IBRSD AR System module This section explains how to install the Integration for BMC Remedy Service Desk IBRSD AR System module by using the command line interface CLI which can be a quicker installation The CLI prompts you to specify the same information as the GUI so you can see the GUI installation instructions for descriptions To use the CLI to install the IBRSD AR System module 1 From a command line execute the installation file listed for your operating system as listed in Table 5 on page 37 2 On a Windows system execute the IBRSD_ARSWinConsole bat file 3 Ona Unix system when the installer prompts you to select the install mode select C for the CLI mode Installing the IBRSD AR System module in an AR server group environment To install the IBRSD AR System module on an Admin AR System server see the steps in Installing the IBRSD AR System module on page 36 To install the IBRSD AR System module on other AR System servers of the group see the steps in Installing the IBRSD AR
112. ma the Common Data Model CDM for the reuse of IT data in BMC Remedy BSM IT Service Management BMC Remedy ITSM BMC Desktop Status _ service a desktop icon that you install on a computer to BMC Impact Indicator monitoring receive real time notification and information Portal about the operational status of a specific critical service or group of business objects BMC Impact Portal service BMC Impact Solutions infrastructure that BMC Impact monitoring provides common services such as Portal console authentication security and a common user interface to BMC Impact Portal console modules and associated applications BMC Impact Service service model graphical editor that you use to develop BMC Impact Model Editor BMC developmentand maintain and extend the service model that is Portal SME component maintenance stored in the BMC Atrium CMDB BMC Impact adapter for event integration application that enables event BMC Impact Integration Web and data communication between BMC Impact Portal Portal Services BMC IIWS _ interchange console modules and BMC Impact Manager cells BMC Atrium CMDB service model application used by service administrators and BMC Impact Class Manager console design service managers to add or extend CDM class _ Manager definitions to represent new types of IT assets for which no appropriate class exists BMC Impact Event event collection application that converts data from event BMC Impact Adapters BMC I
113. mer Contact Classi ion Work Info Tasks Assignment Vendor Fielationships Resolution Financials Di Relationships Show Related Request Type Request Summan Stats iC by Configuration ltem n 2003 Ordered i Configuration Item iSecurity Service Dideted i INC00000000020 F Intelligent Incident ilncident for Causal CI Win 2003 Assigned Impact Explorer view From BMC Impact Explorer BMC IX you can view details about the BMC Remedy Service Desk incident associated to an event in BMC IM as shown in Figure 18 Figure 18 BMC IX Event Incident Info view i Event Incident Info Summary Object Notes History Source Details i rEvent Incident Info i Date Time 8 17 06 12 48 PM Incident ID INC000000000002 Incident Priority Low Incident Status Assigned Incident Assignee Remedy Service Desk Administrator You can view details about the BMC Service Impact Manager BMC SIM CI incident associated to a causal or impacted CI as shown in Figure 19 on page 87 86 Integration for BMC Remedy Service Desk User Guide Event Incident Errors collector Figure 19 BMC IX Cl Incident Info view Incident Info Summary Object Notes History Source Detals Internals Deprecated Cl Incident Info Date Time 5 26 09 11 28 PM Incident ID INC000000000019 Incident Priority High Incident Status Assigned Incident Assignee Deepa Bhat Message Incident Informatio
114. meters for IBRSD Name Default value IBRSD integration specific configuration parameters Description HBCellName INSERT HBCELLNAME HERE name of the cell where the heartbeat events go ARSServerName INSERT FIRST ARSSERVER HE name of the AR System server that IBRSD RE must communicate with ARSServerUserName ARSSERVER_USERNAME user name or logon credentials for the AR System server ARSServerPortNum ARSSERVER_PORT port number of the AR System server to be used for communicating with it FormName INT Staging the entry point or the form in the AR workflow If users have customized the workflow you must provide the correct form name for the customized workflow IBRSD will fill in all the required data in that form Heartbeat configuration parameters HBInterval 60 MissedWarning 1 Missed Minor 2 MissedCritical 3 Form name for obtaining BMC Impact Manager BMC IM configuration ImpactManagerInfoForm BMC SIM COMNFIG SIM_ CellInfor mation The form from which IBRSD obtains the BMC IM configuration Appendix B Configuration parameters for IBRSD 117 118 Integration for BMC Remedy Service Desk User Guide Kimei O M ABCDEFGHIJ KLMNOPQRSTUVWXYZ Glossary A Abstract phase The event processing phase in which Abstract rules are evaluated and if conditions are met abstraction events are generated See also abstraction event Abstract rule An e
115. mode 5 Click Search 6 Select the user ID that you used to connect to the BMC Remedy AR System Server A record for the selected user appears 7 In the Group List field for the selected user add the following permissions Administrator Incident Config Incident Master Contact Organization Admin Contact People Admin Contact Support Admin Upgrading from BMC II for Remedy AR System to IBRSD If you are using BMC Impact Integration for Remedy AR System BMC II for AR System you must uninstall it before installing IBRSD Before you uninstall it back up the data Upgrading from IBRSD 7 1 00 When you upgrade from IBRSD 7 1 00 the installer moves IBRSD to installationPath Impact integrations ibrsd and migrates all internal folder structures and configurations Although the upgrade procedure migrates the older configurations back up your installationPath Impact server ibrsd folder as a precaution Chapter 3 Installing IBRSD 35 Upgrading from IBRSD 7 2 00 or later During an upgrade the installer program uninstalls IBRSD Impact Manager and the IBRSD integration modules and installs the new integration module The old IBRSD Impact Manager module is now part of the BMC Impact Manager cell Knowledge Base Upgrading from IBRSD 7 2 00 or later Although the upgrade procedure migrates the older configurations back up your installationPath Impact server ibrsd folder as a precaution Installing the IBRSD AR System module
116. module a second time without cleaning up existing data A def error occurred preventing some of the forms from being imported The database or AR System server was not running or was in the initialization phase when the import operation started There was an AR System server and or Database server busy problem To resolve these issues manually import the def and or arx files that have failed as explained in Manually importing definitions def files on page 99 and Manually importing data arx files If you cannot circumvent these issues contact BMC Software Customer Support for resolution 98 Integration for BMC Remedy Service Desk User Guide Manually importing definitions def files Manually importing definitions def files Copy all the def files from the location ARModuleInstallLocation bin to a Windows folder for example C iBRSD_def To import definitions manually 1 Log on to the target BMC Remedy AR System Server using the aradmin utility 2 From the definition file select Tools gt Import Definitions 3 Select the appropriate def file See ARModuleInstallLocationNog to view the correct sequence for importing 4 Click the Open button 5 Select replace object on the destination server 6 On the Import Definitions dialog click Add All button 7 Click the Import button 8 Click Yes on the Confirmation dialog box and OK on the Warning message box if it appears Manually
117. n Intelligent Incident for Impacted CI comp2 Event Incident Errors collector The Incident Errors collector on the Events tab in BMC IX contains the following lower level collectors m Event Incident Errors This collector is for BMC EM and associates the error event to the original event Component Incident Errors This collector is for BMC SIM and associates the error event to the component A new icon highlighted in Figure 20 relates the IBRSD error event with the original event sigure 20 Incident Error collectors and error event association icon 9 mo Gey A Evenes it amp E sona 0 d o BF Event Inciderts By Status 0 cp Avtar ta 0 2 2 Fy Evert Dld vers 1 1 do BT Capo ngs 4 p Comer notes sa i ZE EJJIN Chapter 6 Using IBRSD 87 Enabling a sample policy to create enhanced incidents Enabling a sample policy to create enhanced incidents Integration for BMC Remedy Service Desk IBRSD ships with a sample event management propagation policy that enables BMC Event Manager BMC EM events to cause creation of incidents in BMC Remedy Service Desk To enable a sample policy to create enhanced incidents 1 From the Administration tab of BMC Impact Explorer BMC IX enable the sample event propagation policy A Expand the cell name tree B Expand By Policy Type C Expand Propagation Policy gt IBRSD gt All Critical Events D From the right frame right click the hig
118. n BMC Impact Manager Uncompiled rule and collector source files have a mrl file extension mccomp The BMC Impact Manager rules compiler Rules are written in the Master Rule Language MRL The platform independent compiler converts them to byte code that the cell can read and process mcdb See event repository mcell conf file The configuration file that contains configuration options for a BMC Impact Manager instance cell It is in the MCELL_HOME ete directory on UNIX platforms and in the MCELL_HOME etc directory on supported Windows platforms mceell dir file The file that lists the cells to which a BMC Impact Solutions product or component can connect and communicate The information in each cell includes its name its encryption key and its Glossary 137 ABCDEFGHIJKLMNOPQRSTUVWXYZ host name and port number This file is in the MCELL_HOME ete directory on UNIX platforms and in the MCELL_HOME etc directory on supported Windows platforms mcell modify file The file that lists the slots that affect the mc modification date slot When a specified slot is modified the time stamp of the modification is reset in the mc_modi fication_date slot so that slot is listed in mcell modify mcell propagate file The configuration file that specifies the slot values that are synchronized during event propagation between BMC Impact Manager instances cells It is in the MCELL_HOMElete directory on UNIX platforms and in the
119. n event that has been processed by the cell and stored in its event repository Only stored events can be returned by queries and displayed in BMC Impact Explorer returned by the mquery CLI command or referenced by the Using and Update clauses of an MRL rule superclass A hierarchically superior event or data class A class that is derived from another class inherits part of its attributes slots from its superclass suppression 1 The intentional exclusion of an event or a type of event 2 The type of policy that governs event suppression syslog adapter An adapter that collects information from the log file generated by the UNIX daemon syslogd The syslog adapter reads syslogd events and formats and sends them to the cell Glossary 149 ABCDEFGHIJKLMNOPCORSTUVWXYZ T Take Ownership The event operation action that assigns the current user as the event s owner sets the event status as Assigned and shows an entry of Taken in the operation history target The entity designated to receive events from an adapter an event generator or a BMC Impact Manager instance Also a cell whose content currently is displayed in a BMC Impact Explorer dialog box test cell A cell distinct from a production cell in which to test an in development service model A test cell is either a BMC EM cell used to develop and test event management data rules policies actions and collectors or a BMC SIM cell used to develop test and publish ser
120. n of actions in the BMC Impact Explorer See also local action and non local action Glossary 119 ABCDEFGHIJKLMNOPCORSTUVWXYZ adapter A background process that audits data from various sources evaluates it for specific conditions and creates the corresponding events Adapters also transform event data into the format understood by BMC Impact Manager adapter instance An instance of an adapter that is defined in the adapter configuration file The definition is given a name and specifies an adapter type such as a log file adapter adapter map file A text file that defines the translation of a message between one event format and another It is also known as a map file Administrative View The BMC Impact Explorer user interface for cell administration Administrative users can start pause stop and reconfigure a cell by using this interface They can also make changes to a cell s dynamic data tables You access this view by clicking the Administration tab in BMC Impact Explorer administrator The person responsible for administrative tasks within the product alias See service component alias annotated data point A specially marked point on a parameter graph that provides detailed information about a parameter at a particular moment The associated data is accessed by double clicking the data point which is represented by a user specified character API See Application Program Interface API Application Program Inte
121. n sete eee eee ees 107 Intelligent incident creation does not have a corresponding incident_info event in the BMC IX Events View cin ciacres cide etree eienteeeieasiaeeesiees 108 Intelligent incidents not generated for BMC SIM scenario 109 Creating an incident as a Demo user displays workflow error message 109 Cross launch falls lt snra denies aoe E ES RRR ee SRN Rae Ree Ras 110 Chapter 7 Troubleshooting 97 Installation issues Installation issues This section lists troubleshooting information for problems that can occur during Integration for BMC Remedy Service Desk IBRSD installation IBRSD forms fail to import During installation of the IBRSD AR System module if the automatic import of forms fails you receive import failure messages for def and or arx files See the IBRSD AR system install logs located at ARModuleInstallLocation log for details The def import failure can be caused by the following issues The Incident Management application experienced an installation failure Verify the BMC Remedy IT Service Management BMC Remedy ITSM installation logs to determine whether this was the error cause The database or AR System server was not running or was in the initialization phase when the import operation started There was an AR System server and or Database server busy problem The arx errors can be caused by the following issues You installed the IBRSD AR System
122. nagement Database BMC Atrium CMDB BMC Impact Web Console BMC IWC Obsolete term See BMC Impact Portal BMC IWC Obsolete term See BMC Impact Portal BMC IX See BMC Impact Explorer BMC IX BMC IXS Obsolete term See BMC Portal BMC Portal A BMC product that consists of the BMC Portal Server infrastructure and console modules each of which deliver specific Business Service Management BSM functionality The BMC Impact Portal and BMC Performance Manager Portal are examples of console modules BMC Reporting Foundation The base component on which BMC Software reporting systems and solutions are built Glossary 123 ABCDEFGHIJKLMNOPCORSTUVWXYZ BMC Service Impact Manager BMC SIM A real time service impact management product license package that provides technologies for both service impact and event management BMC SIM identifies related applications and the underlying systems and databases of any software or infrastructure component and ties systems level monitoring to the supported business services enabling IT personnel to respond quickly to problems that threaten the delivery of business services BMC System class In the BMC Atrium CMDB Common Data Model the parent class for all system information In this class tree classes representing computer systems mainframes application systems and virtual systems are defined built in action An automated predefined action performed by a system business function A g
123. ng system Installer file Linux IBRSD_ARSLin sh Solaris IBRSD_ARSSol sh AIX IBRSD_ARSAIX sh Windows IBRSD_ARSWin exe The Install Shield Wizard extracts the necessary files to begin the installation process 5 When the installer prompts you to select the install mode select G for the GUI mode 6 In the initial installation dialog box click Next 7 In the end user license agreement dialog box select I accept the terms of the license agreement and click Next 8 In the installation directory specification dialog box click Next to select the default installation directory To use a different directory type the path or click Browse to navigate to the directory and click Next The BMC Remedy AR System Server name and port number specification dialog box opens as shown in Figure 4 on page 38 The installation script reads the AR System server name and the port number from the ar cfg file on Windows and the ar conf file on UNIX and displays these values in the AR Server Name and the AR Server Port No fields If you use a port mapper the port number field is blank Chapter 3 Installing IBRSD 37 Using the GUI to install the IBRSD AR System module 38 Figure4 BMC Remedy AR System Server specification dialog box Integration for BMC Remedy Service Desk ARS Module Install MARAE BE Integration for BMC Remedy Service Desk lt bmcsoftware IBRSD ARS Module Configuration Please choose different server dir
124. ngs click Save Configuring IBRSD for multitenancy in BMC SIM Multitenancy enables service providers to use a single AR System server with one or more IBRSD instances to manage the IT infrastructure of their customers Intelligent incidents for multiple customers are created in IBRSD and these incidents are then assigned to corresponding support groups To change the default company name 1 Navigate to MCELL_HOME integrations ibrsd conf defaultMapping map 2 Modify the following entry under MapName SIMUseCase if slot company_name Companyl slot company_name else Companyl Remedy a BMC Software Company endif 66 Integration for BMC Remedy Service Desk User Guide Creating service policies NOTE Companyl is a field that is defined in the staging form of the IBRSD workflow and company name is the Company attribute of the CI Creating service policies Service policies are used to send selected CI in the BMC SIM service model status change events to BMC Remedy Service Desk through IBRSD to create intelligent incidents Integration for BMC Remedy Service Desk IBRSD contains a sample service policy that you can use as an example when you create your own service policies To create your own service policy use the following procedure To create a service policy 1 From the Quick Links section on the left side of the BMC Remedy User home page select Application Administration Console 2 In the Appli
125. nnect to an AR System server group Ensure that the IBRSD AR System module is installed on the Admin AR System server For more information see the Installing the IBRSD AR System module in an AR server group environment on page 39 To configure IBRSD to connect to an different AR System server group 1 Navigate to IBRSD HOMEIconf 2 Open ibrsd conf and modify the following parameters mw ARSServerName loadBalancerName m ARSServerPortNum m ARSServerUserName 3 Run the EncryptUtility utility as explained in Managing AR System server logon credentials on page 44 4 Restart IBRSD Configuring IBRSD for BMC IM HA In a high availability environment when a server on which a BMC IM cell resides becomes unavailable the events are sent to another cell on a server configured to be a secondary server or a failover server For details about high availability configuration in BMC IM see the BMC Impact Solutions Infrastructure Administration Guide To configure IBRSD to work with BMC IM in a high availability mode you must configure the IBRSD integration module and the IBRSD AR System module to work with the primary and secondary server Chapter 4 Configuring IBRSD 75 Configuring the IBRSD integration and IBRSD AR System modules for BMC IM HA Configuring the IBRSD integration and IBRSD AR System modules for BMC IM HA m On the computer on which the IBRSD integration module is installed enter the following c
126. nses for BMC Remedy AR System Server BMC Atrium CMDB Application BMC Incident Management Application BMC Incident Management User Fixed BMC Financial Management Application BMC Financial Management User Fixed a Also you must have the following licenses for BMC Remedy ITSM 7 5 components BMC Problem Management Application BMC Problem Management User Fixed m Increase the filter API RPC Timeout value by using the following procedure 1 Log on to BMC Remedy AR User 2 Click AR System Administration Console gt System gt General gt Server Information 3 On the Server Information page click the Timeouts tab 4 Modify the value of the Filter API RPC Timeout seconds field to 60 seconds 5 Click Apply and then Close Preparing the BMC Remedy AR System Server computer Perform the following tasks on the computer where the BMC Remedy AR System Server is installed NOTE Before you install the IBRSD AR System module ensure that you have the required permissions to connect to the BMC Remedy AR System Server 34 Integration for BMC Remedy Service Desk User Guide Upgrading from BMC II for Remedy AR System to IBRSD To ensure the correct AR System server user permissions 1 Log on to the BMC Remedy AR System Server 2 Click File gt Open gt Object List 3 Click the Find tab search for the User form and click Find 4 Double click the User form to open it in search
127. nstances of IBRSD are employed The mcell dir file has a unique gateway definition entry for each instance of IBRSD If one of the gateways becomes nonfunctional the other gateways are tried in a defined sequence until the event is propagated successfully Sending events in a round robin manner balances the workload among multiple instances of IBRSD Configuring multiple IBRSD instances 1 0 0 0 eee eee 80 Configuring the IBRSD integration module for running multiple instances 80 Configuring BMC IM for running multiple instances 81 Starting the IBRSD instances and the cell nnn one cengi ye Rep ee Uk ete Ren 81 Querying the status of an IBRSD instance ene ieee ee bee dence ie ene es 81 Chapter5 Running multiple instances of IBRSD 79 Configuring multiple IBRSD instances Configuring multiple IBRSD instances Running multiple instances of IBRSD requires configuration changes in the IBRSD integration module and BMC Impact Manger BMC IM A script create instance sh in UNR create instance bat in Windows performs a set of tasks that create an IBRSD instance and a file named ibrsdinstances in the IBRSD_HOME bin directory to hold the names of all new instances Configuring the IBRSD integration module for running multiple instances Run the appropriate script for your operating system a UNIX Navigate to IBRSD_HOME bin and enter the following command create_instance sh InstanceName port en
128. nt incident creation does not have a corresponding incident_info event in the BMC IX Events view If an intelligent incident is created in BMC Remedy Service Desk but no corresponding event is displayed in the BMC Impact Explorer BMC IX console Events view ensure the following m the IBRSD dir file for the AR plug in 6 AR_HOME conf IBRSD IBRSD dir has the correct entry of the BMC Impact Manager BMC IM cell For example a BMC IM cell on a computer named smssys pun 01 should have the following entry cell smssys pun 01 mc smssys pun O01 adprod bmc com 1828 m the cell host is accessible from the BMC Remedy IT Service Management BMC Remedy ITSM host by using the ping command NOTE If the entry for the required cell does not exist in the IBRSD dir file for the AR plug in you must manually add the entry and then restart the AR plug in server 108 Integration for BMC Remedy Service Desk User Guide Intelligent incidents not generated for BMC SIM scenario Intelligent incidents not generated for BMC SIM scenario When using a cell other than home cell edit the notification registry and enter the cell name in the Clients field as shown in Figure 30 on page 109 Figure 30 Notification Registry Internal in BMC IX user pund2k429 adprod bmc com 3084 BMC Impact Explorer File Edit View Tools Server Help FRE o 223 Be 48 Events Dashboard Services Administration en 3 E MyProduction EH pund2k429 Data Admin D
129. o view for BMC EM Incident Work Info Work Info Type EMC Impact Manager Updal Locked Yes No Date 117372006 745 40 PM ea View Access Internal Public Source EMC Impact Manager Event 7 Summary Evert Details Host dhobsondell bmc com Host Class indows 2003 SE Host Address 172 18 48 112 Object Windowes 2003 Notes Limit 3 Attachments FileName FileSize AttachLabel Submitter Demo Aitachmant Submit Date 71 8 2008 7 45 40 PM Attachment 2 Attachment 3 Tee a e a e BMC Impact Manager U Ewent Severity CRITICAL Priority PRIORITY 5 Status CLOS 111 872006 7 50 40 PM BMC Impact Manager U Event Details 11 8 2006 7 45 40 Phd BMC Impact Manager U Event Severity CRITICAL Prionty PRIORITY 5 Status OPEN 11 8 2006 7 45 40 Phd In the Incident Request Information form you can see the relationship between BMC Service Impact Manager BMC SIM impacted and causal CIs and BMC SIM impacted and causal incidents as shown in Figure 17 on page 86 Chapter 6 Using IBRSD 85 Impact Explorer view Figure 17 BMC Remedy Service Desk Incident relationship view JR Investigation and Diagnosis gt Nomal Incident Request Information Summary Intelligent Incident for Impacted CI a Status Assigned Status Reas Notes BMC Impact Manager Initiated E Impact 1 Extensive Widespread z Priority E scalated No Urgency 1 Crtical Weight q Custo
130. onfiguring IBRSD for multitenancy in BMC SIM 0 00004 66 Creating service policies cse1ocee cidade Vedder titties eee 67 Product categorization for BMC SIM 2s 224s 22hsdis eee sted celannieesies 72 Configuring information in the BMC Impact Service Model Editor 72 Configuring guaranteed incident creation vs02252sceyec sen gees ears een ea way as 73 Configuring IBRSD to connect to a different BMC Remedy AR System Server 74 Configuring IBRSD to connect to an AR System server group 75 Configuring IBRSD for BMC IM HA 2 2ckcescstvete ei stavedeae venceew ran ecae 6 75 Chapter 4 Configuring IBRSD 53 54 Configuring the IBRSD integration and IBRSD AR System modules for BMC IM HA a er ae a a e EI 7a PPT oe eee 76 Mapping custom severity to IBRSD 0 04 050i sas eeeera assed eager saere es rt 76 Configuring IBRSD for localization 00 cece eee 76 Integration for BMC Remedy Service Desk User Guide Configuring BMC Remedy ITSM customer and assignee roles Configuring BMC Remedy ITSM customer and assignee roles During installation of the IBRSD AR System module IBRSD automatically configures default customer and assignee users for incidents For example the default customer the person or entity reporting the incident is set to BMC Impact Manager and the default assignee the person to whom an incident is assigned is set to Remedy Service Desk Administrator Though not a configurat
131. or all business activities within a business enterprise such as planning and developing products CORE_DATA class The base class for all BMC Impact Manager BAROC data classes It is the parent class for all customized data classes CORE_EVENT class The base class for all BMC Impact Manager event classes It is the parent class for all customized event classes Correlate phase The event processing phase in which the Correlate rules are evaluated to determine whether any events have a cause and effect relationship See also Correlate rule Correlate rule An event processing rule that establishes the cause and effect relationship between two events Correlate rules represent a one to one relationship correlation 1 The process of identifying a cause and effect relationship between two events from one or more sources for the purpose of identifying a root cause 2 The cause and effect relationship itself 3 A type of policy D data class A BAROC class that is a child of the base data class CORE_DATA and that defines a type of data Users can create their own data classes datastore A central place in which an aggregation of data is kept and maintained in an organized way Glossary 127 ABCDEFGHIJKLMNOPCORSTUVWXYZ Decline Ownership The event operation action that indicates that the assigned operator does not accept responsibility for an event Decline Ownership clears the owner s name sets the status back to Acknowledged and
132. plications form 5 ccssiesseatver rene ke w sees Yoke eas worsens 103 RAC Confis O ptions FORM 55 oi caia a pr Guiee aar ae ARR de ARR 103 RAC Config Tasks form 2 onen An EDR Pon UA EA Eb sb a eE 104 Notification Registry Internal in BMC IX ivetcsauenee ce deeaw Cade hendee wees 109 Incident workflow error csc dens i ddw eds ben eettegis bela dd Shai diee teeelas 110 Figures 9 10 Integration for BMC Remedy Service Desk User Guide bmo A Tables Service impact management and event management applications 18 Other ntegrations ssie shpat ccae sles eee geas ew era DEEE E eee ete abt ERR abies 19 Supported operating systems and disk space requirements 31 Supported versions of required BMC products 6 eee eee 33 IBRSD AR System module mstallets ccaccsteeadeeeg seks nud lt eeeeed x oaeees 40 Enabling monitoring of BMC IM by BMC EM 0 eee cece eee 46 Uninstallation files for IBRSD AR System module by using the GUI 49 Uninstallation files for IBRSD AR System module by using the CLI 51 Forms and associated records for menu and link localization 71 Supported Java software for IBRSD 24 6i5 54 ind Hh bee eh pes ketene eens 110 Class file S soo sso de E nie bathe ae oes poeoer athe ee Cae base Layee emer ee es 113 Riles files Aae ows wed g evans NE een eet ee eta ol eee ee ei ee as 114 Reol am OE ERE SAREEN RR ERNE 114 g We e ESTER a R
133. ponents event management implementation BMC Impact Solutions Knowledge Base Development Reference Guide contains the reference information pertaining to specific event and data classes the MRL language syntax for policies rules and rule sets event monitoring and management BMC Impact Solutions Event Management Guide contains the information and procedures to monitor and manage events including BAROC classes creating rules and collectors remote actions and dynamic data editor service impact monitoring and management BMC Impact Solutions Service Impact Management Guide provides instructions for monitoring and managing both the BMC Impact Portal and the BMC Impact Explorer consoles Chapter 1 BMC Impact Solutions overview 21 Related publications Category reporting Document BMC Impact Reporting Release Notes Description contains system requirements last minute product information and support information for BMC Impact Reporting BMC Impact Reporting Installation Configuration and User Guide provides instructions for installing and configuring BMC Impact Reporting BMC Reporting Foundation Installation Guide Includes the Crystal Reports Server product of Business Objects The Crystal Reports Server product is available only on Windows platforms If you have an existing installation of Crystal Reports Server you would need to install only the BMC
134. rer pop up blockers EVENTS with a large amount of data in particular slots may result in an IBRSD failure Workaround Nullify the contents of these slots while propagating to IBRSD using the gateway ibrsd file For example if you have a large amount of data in the mc operations slot modify the gateway ibrsd file as follows add new cel1_name CNAME mc_operation Restart the cell after any changes to the gateway ibrsd file Incident updates cease If a policy is deleted you might not receive incident updates Event messages are truncated IBRSD truncates event message to 100 characters and writes the truncated message to the incident notes Incidents not generated If no incidents are generated when you send events that match the propagation policy perform the following procedure Chapter 7 Troubleshooting 107 Intelligent incident creation does not have a corresponding incident info event in the BMC IX Events view To verify the IBRSD configuration 1 In BMC Impact Explorer BMC IX select the event that was propagated 2 Under the Internals tab check the value of the Propagation field A Ifthe Value is pending 1 Check that the gateway ibrsd information is present in mcell dir 2 Edit the ibrsd dir file located under MCELL_HOME integrations conf to contain the cell name 3 Restart the IBRSD service B If the value is ibrsd 1 in the Incidents form check if the incident is being generated Intellige
135. rface API A set of externalized functions that allow interaction with an application asset An object instance in the BMC Atrium Configuration Management Database BMC Atrium CMDB There are two types of assets in the BMC Atrium CMDB non service components such as desks and other non IT physical assets and service components that participate in the delivery of enterprise services asset inventory The list of all physical and logical assets that have an identifiable value to the organization or against which threats and vulnerabilities can be identified and quantified as part of risk assessment 120 Integration for BMC Remedy Service Desk User Guide ABCDEFGHIJKLMNOPQRSTUVWXYZ Assign To The event operation action that assigns the responsibility for an event to an individual Assigned status The event status that indicates that the specified operator is responsible for the event It results from the Assign To or the Take Ownership event operation actions attribute A characteristic or property of an object such as a common data model service model component class An attribute may contain a value automation In BMC Impact Explorer operator responses that have been programmed to occur automatically when an event is received BAROC language Basic Recorder of Objects in C A structured language used to create and modify class definitions A class definition is similar to a structure in the C programming language The elements in
136. rom the BMC Remedy IT Service Management BMC Remedy ITSM People form NOTE B The fields for first and last name in the Contact Information section are case sensitive The plus sign following each name field label indicates that you need to position the cursor in that field and press Enter so that instead of entering the name of the person manually you can select the person from the Selection List dialog box 58 Integration for BMC Remedy Service Desk User Guide Configuring IBRSD for multitenancy in BMC EM 7 Choose the Status and Status Reason that you want to apply to incidents when an event status changes to CLOSED 8 For each BEM Priority select a corresponding Incident Urgency For example you equate any BMC Event Manager BMC EM event assigned a priority of 4 Low to an incident urgency of 4 Low 9 For each BEM Severity select a corresponding Incident Impact For example you might set any BMC EM severity with a status of MINOR an incident urgency of 3 Moderate Limited NOTE Incident Priority is calculated using the combination of incident impact and incident urgency 10 When you are satisfied with the mappings click Save Configuring IBRSD for multitenancy in BMC EM Multitenancy enables service providers to use a single AR System server with one or more IBRSD instances to manage the IT infrastructure of their customers Enhanced incidents for multiple customers are created in IBRSD and these
137. roup environment 39 Installing the IBRSD integration module sc is5654 sisa e bed sasawseie vans aera es 40 Upgrading the IBRSD AR System module 06 0 c cece eee 42 Upgrading the IBRSD integration module 00 0 6c eee eee 43 iBRSD BMC EM to BMC SIM vpetade ciedancccicrntcve sien er entender see ae 43 Managing AR System server logon credentials 0000 c cece eee eens 44 Verifying the configuration of IBRSD modules 00 e eee ee eee 45 Starting IB ROE dnt cect ce rh ene se Neat Oey ened er a p Grated p EN ebe tei sees 46 Enabling Heartbeat for IBRSD cijs0to esi edie Set ere oie tee badeadnedaet 46 Enabling monitoring of BMC Remedy AR System Server by IBRSD 47 Uninstalling IBRSD 2 6 pine eee ER ae aa le tele pied oes 48 Using the GUI to uninstall the IBRSD AR System module 48 Using the CLI to uninstall the IBRSD AR System module 50 Uninstalling the IBRSD integration module 0 06 cece eee 51 Chapter 3 Installing IBRSD 29 Installation overview Installation overview To install start and configure Integration for BMC Remedy Service Desk IBRSD you must execute two separate installation programs The following modules compose the IBRSD integration m The BMC Impact Solutions installation installs the IBRSD integration module as a part of the solution installation You must install the IBRSD AR System module separately
138. roup of business processes that make up a specific function such as customer support business objects An object defined in the BMC Impact Service Model Editor published to a BMC Impact Manager instance and monitored in BMC Impact Portal Business objects contribute business service data for use in status indicators and reports business process A series of related business activities that operate to achieve one or more business objectives in a measurable way Typical business processes include receiving orders marketing services delivering services distributing products invoicing for services and accounting for money received A business process rarely operates in isolation It depends on other business processes and other business processes in turn rely on it A business process usually relies on several business functions for support such as IT and Personnel business process decomposition The identification and cataloging of the business activities and IT resources that combine to make up a business process The result of business decomposition is a business process model business service A service that is identifiable by business representatives and supports explicit business processes that have a clear link to the business s value chain Most business services have an easily identifiable senior business representative are composed of a number of specific applications and rely on the functioning of infrastructure services For
139. rvice component component pool A reference to all of the logical and physical assets that participate in the delivery of enterprise services and can be part of the service model The component pool includes both assets that are part of the service model and assets that are not See also object and component component relationship See service component relationship component type In the Service Model Editor an icon with an editable template that represents a specific common data model component class A user can select a component type and edit its template to create a new instance of the component class computed priority See priority configuration management database CMDB See BMC Atrium Configuration Management Database BMC Atrium CMDB console One of the following commonly BMC Impact Manager product GUIs BMC Impact Portal BMC Impact Explorer BMC Impact Reporting Console and Service Model Editor console local action An action taken from a console and that is executed on the console host computer 126 Integration for BMC Remedy Service Desk User Guide ABCDEFGHIJKLMNOPQRSTUVWXYZ consolidation node A BMC Impact Manager instance that can receive and process events originating from other systems on the network consumer In a service model component relationship the component that uses a service provided by another component the provider See also provider core competency Capabilities that collectively account f
140. s collector definitions data associations and processing rules L local action An executable that you can run directly from the BMC Impact Manager Local actions are written in XML and are stored in the OS specific subdirectory of the bin directory of the BMC Impact Manager cell Knowledge Base 136 Integration for BMC Remedy Service Desk User Guide ABCDEFGHIJKLMNOPCORSTUVWXYZ local timeframe A timeframe that is created in the BMC Impact Explorer A local timeframe is stored in a single cell and is available to the event management policies within the cell See also global timeframe logical component A non physical object that represents something that does not exist physically in the IT infrastructure such as a service geography organization or user group M macro An executable used in map files to manipulate the fields used for event translation manifest kb A central locator file that specifies the locations of the directories that make up a Knowledge Base The manifest kb file is used by the compiler to load the Knowledge Base sources files for compilation map See image view masking The process of combining an overlay dataset with a standard dataset to obtain a view in which the standard dataset objects are overlaid or masked by any modified copy contained in the overlay dataset Master Rule Language MRL A compact declarative language used to define rules and collectors for processing and organizing events i
141. sentation names in resource files primitive Similar to a function code that executes an operation in a cell and returns a value can be used as an instruction or as a function if contained in a Boolean expression priority An attribute indicating the precedence or scale of importance of an event priority propagator A component that is configured to propagate its priority to its causal components production cell A BMC EM or BMC SIM cell that service operators and service managers use to monitor the events and services associated with IT resources in real time production view A read only view in the BMC Impact Service Model Editor that displays some of the components and relationships contained in the production dataset the visibility can be constrained by user permissions Each BMC Impact Service Model Editor user can have several of these views BMC Impact Service Model Editor users can dynamically convert a production view into a sandbox View See also sandbox and sandbox View promotion A user initiated action in BMC Impact Service Model Editor that assists in reconciling objects such as components relationships and management data from a sandbox dataset to the production dataset Propagate phase The event processing rule phase in which Propagate rules are evaluated to determine the events to be forwarded to another cell or to a BMC Impact Integration product propagate policy A type of policy that forwards events to oth
142. sg 3 Restart the IBRSD integration module NOTE See the BMC Impact Integration Developer s Kit Impact Integration C APIs Developer Guide on the BMC Developer Network for more information on map files Chapter 4 Configuring IBRSD 63 Configuring IBRSD for BMC SIM To connect IBRSD to a custom form in the AR System server By default the Integration for BMC Remedy Service Desk IBRSD AR System module installs the INT Staging form its supporting forms and the workflow If you want to connect to your own Staging form perform the following steps 1 Open the IBRSD conf file located in the MCELL_HOME integrations ibrsd conf 2 Change the FormName parameter in the IBRSD conf file to the name of the new Staging form 3 If you make changes to the IBRSD conf file or workflow restart the IBRSD integration module Configuring IBRSD for BMC SIM This section explains how to configure IBRSD so as to create incidents for CIs in BMC Service Impact Manager BMC SIM These incidents are known as intelligent incidents Setting incident mappings for BMC SIM 64 If you want to change the default global attribute mappings between IBRSD and BMC SIM use the following procedure New service policies that you create will inherit these mappings To set global attribute mappings for BMC SIM 1 From the Quick Links section on the left side of the BMC Remedy User home page select Application Administration Console 2 In
143. sion is a sequence or pattern of characters that is matched against a text string when performing search and replacement functions Regulate phase The event processing phase in which Regulate rules are evaluated and if true collect duplicate events for a time period and if a specified threshold of duplicates is reached passes an event to the next processing phase Regulate rule An event processing rule that processes duplicate events or events that occur with a specified frequency With a Regulate rule you can create a new event based on the detection of repetitive or frequent events See also Regulate phase related event The event that was generated by a source event A related event can also be the source of other related events relation A logical association that expresses the relevance of one event to another relation definition The BAROC data instance that defines a relation remote action A user initiated action that does not execute on the user console host computer an executable that can be run by a cell Remote actions are written in the Master Rule Language MRL and are stored in the OS specific subdirectory of the bin directory of the Knowledge Base 144 Integration for BMC Remedy Service Desk User Guide ABCDEFGHIJKLMNOPCORSTUVWXYZ Reopen The event operation action that reopens an event that is in the Closed state Reopen sets the status to Open and shows a Reopen entry in the operation history repository Se
144. ss definition Glossary 135 ABCDEFGHIJKLMNOPQRSTUVWXYZ integration product See BMC Impact Integration product BMC II product interface class A BAROC class that defines the programming interface used by an MRL rule primitive such as get external to return data from an external program At cell startup an interface class is loaded into memory The cell invokes the executable defined in an argument of the primitive The executable s value is returned by the interface internal base class A BAROC internal class that defines the required structure for the base class from which a group of BMC Impact Manager classes is derived internal event An event that is created by the cell during event processing An internal event is processed in the same way as an incoming event All internal events are processed before any new incoming external events are processed Internet Protocol IP adapter An adapter that collects and translates events from a Telnet UDP or TCP data source IP adapter See Internet Protocol IP adapter IT component See BMC_System class K key slot A slot whose value is compared during searches Knowledge Base KB A collection of information that forms the intelligence of a BMC Impact Manager instance and enables it to process events and perform service impact management activities This information includes event class definitions service component definitions record definitions interface definition
145. stall dialog box opens 4 When the installer prompts you to select the uninstall mode select G for the GUI mode 5 Click Next Chapter 3 Installing IBRSD 49 Using the CLI to uninstall the IBRSD AR System module Figure5 Uninstalling the IBRSD AR System Module gt Integration for BMC Remedy Service Desk ARS Module Uninstall lei Ea Integration for BMC Remedy Service Desk lt bmesoftware Integration far RMF Ramarh Canira Nock 7 INN ARS Madulo This unins Service De W Please stop the AR Server before proceeding Ifyou select Yes AR Server will be stopped Please stc Ifyou select No You may need to reboot the system after completing the uninstallation Do you want to stop the AR Server Yes _No InstallShield Next gt Cancel A warning prompts you to stop the AR System server before proceeding If you select Yes the AR System server stops Otherwise the final screen of the uninstaller program prompts you to reboot the system 6 Check the summary information and click Uninstall 7 Click Yes at the confirmation prompt 8 Click Finish to complete the uninstallation Using the CLI to uninstall the IBRSD AR System module Perform this procedure on the computer where the IBRSD AR System module is installed NOTE ee B You need root or administrator privileges to perform uninstallation 50 Integration for BMC Remedy Service Desk User Guide Uninstalling the IBRSD integration mo
146. stalling on Solaris computer 100 IBRSD AR System module installation terminates 100 IBRSD AR System module installation log has an erroneous message 100 Unable to install IBRSD AR module on Unix i055 225 so0eeas ke dee eee 101 Confisurationissues 202 4 8o need saree td ones abs eee aes Gee HEE ENTE eS 101 Cell restart error Skipping multiple define ibrsd 101 Service Policy Configuration console displays only one IBRSD integration instance for selection lt 4 a5 65 ceed ene kns bois Ga bey ee reas eetigad soe 102 Configuring the BMC Remedy AR System Server to display the IBRSD links in customized locales sais oriana Dean eeateea penetra RE B eed ae 102 Product USE ISSUES 6 restrceerriiis rieti kinat EEEE E E EE ED EE E Seow 104 Testing the IBRSD integration process in isolation 104 IBRSD BMC Remedy AR plug in server time out errors 105 Enabling trace logs for IBRSD 2 sinscces ie ered sGdeeweies thaedeaiads 105 IBRSD dialog boxes fail to appear when running Remedy mid tier 107 EVENTS with a large amount of data in particular slots may result in an IBRSD PMO ss tsp chew di a chasis welts eh ohn okey 665 od a cee lo 107 Incident updates Cease oy vn eh ive tinted bie eke ran skeen an eee pane eases 107 Event messages are truncated 22 14 ii a eyaeek ees Caylee Bee 107 Incidents not generated cc ei eka ake tere eeurie i eeeee
147. t the IBRSD_SM_INCIDENT class ibrsd_ci_incidentinfo the CI INCIDENT_INFO class it is the event class in BMC Service Impact Manager BMC SIM use cases ibrsd_event_incidentinfo the EVENT_INCIDENT_INFO class it is the event class in BMC Event Manager BMC EM use cases ibrsd_error the IBRSD_ERROR class for error events Rules files Rules use data associated with an event to determine when and how to respond to that class of event In IBRSD rules are used to synchronize manage and control the flow of events A file that contains rule and collector definitions is written in the Master Rule Language MRL IBRSD employs the rules files listed in Table 12 Appendix A Knowledge base files 113 Record files Table 12 Rules files File name ibrsd sim remote action Contains the logic for creating IBRSD_SM_INCIDENT events and incidents when you perform a remote action in a BMC SIM use case ibrsd_orphaned_root_cause creating orphaned root cause events ibrsd_root_cause creating and updating incidents IBRSD_SM_INCIDENT using a policy IBRSD_POLICY and propagating the data to IBRSD bii_multiple_instance_refine supporting load balancing for multiple IBRSD instances ibrsd_event_association event relation that is relate and unrelate events ibrsd_event_incident_info handling incidents in case of manual creation of incidents ibrsd_bem_remote_action creating incidents when yo
148. talog m 7 5 Incident Management 7 0 02 patch 04 06 08 or Download the most recent patch 09 The IM IBRSD from the BMC support site at component of the ITSM _ http www bmc com support patch is a must m BMC Remedy Service Desk 7 5 OR Release Notes 7 5 patch 01 BMC Impact Manager 7 3 01 m BMC Impact Solutions Installation Guide BMC Impact Explorer 7 3 01 m BMC Impact Solutions Installation Guide BMC Impact Portal 7 3 01 m BMC Portal Getting Started SIM CMDB Extension Loader 7 3 00 m BMC Atrium CMDB 2 1 x or 7 5 Installation and Configuration Guide Other prerequisties To perform the installation your system must meet the following prerequisites m The target computer must be listed in Supported platforms on page 31 m To install the IBRSD AR System module you must use the same operating system user name and password used for installation of the BMC Remedy AR System Server a You and the BMC Remedy user to whom incidents are automatically assigned must have administrator permission on the target computer Chapter 3 Installing IBRSD 33 Preparing the BMC Remedy AR System Server computer m The supported versions of BMC Service Impact Manager BMC SIM or BMC Event Manager BMC EM and BMC Remedy Service Desk must be installed and share the same BMC Atrium Configuration Management Database BMC Atrium CMDB See Supported versions of required BMC products on page 32 m Lice
149. tatus Select the best status to which the policy applies The policy applies to the status that you select and all other values above the selected status m Site Select the site to which the policy applies 70 Integration for BMC Remedy Service Desk User Guide Creating service policies TIP Integration for BMC Remedy Service Desk IBRSD inherits the Dynamic Priority calculated in BMC Service Impact Manager BMC SIM if the Propagate Priority of the CI in the service model is set to Yes CIs can have different priorities defined for their in schedule or out of schedule time frames 7 In the Incident Creation Criteria section of the dialog box in Figure 10 on page 68 enter parameters for the incident to which the policy applies Incident for Select whether to create an incident based on the causal CI the impacted CI or both For definitions of causal and impacted CIs see Intelligent incidents for BMC SIM on page 25 Status Select the status that applies to the incident when the status of the BMC Service Impact Manager BMC SIM CI changes to OK Status Reason Select the reason that appears in the incident when the status of the BMC SIM CI changes to OK SIM Priority to Incident Urgency Select whether to use the values defined for the company or custom values that you specify For instructions on setting global mappings see Setting incident mappings for BMC SIM on page 64 Select View Custom to view and edit th
150. the IBRSD instance This file is used internally by IBRSD to interact with the AR System server IBRSD provides a password encryption utility named EncryptUtility stored in the IBRSD_HOME bin directory To change the BMC Remedy AR System Server user name or password 1 Open the IBRSD_HOME conf IBRSD conf file for editing 2 Change the value of the ARSServerUserName parameter 3 Use the EncryptUtility utility after the user name or password change as follows On UNIX EncryptUtility f IBRSD_HOME conf 1 IBRSD_HOME 1log p ARSystemUserPassword On Windows EncryptUtility exe f IBRSD_HOME conf 1 IBRSD_HOME 10g p ARSystemUserPassword 44 Integration for BMC Remedy Service Desk User Guide Verifying the configuration of IBRSD modules NOTE If the ARSystemUserPassword is blank use one of the following commands On Unix EncryptUtility f IBRSD HOME conf 1 IBRSD_HOME log p On Windows EncryptUtility exe f IBRSD_HOME conf 1 IBRSD_HOME 1log p Verifying the configuration of IBRSD modules This section helps you verify the default configuration information To verify the configuration of the IBRSD modules for communication 1 On the computer on which BMC Impact Manager cell is installed check if a gateway entry exists in the MCELL_HOME etc mcell dir file This entry should point to the computer on which the IBRSD integration module is installed as shown in the following example
151. the most recent incident E Ensure that the incident summary matches the event message F Click the Work Detail tab G Double click the Event Details record and view the Work Info Type Summary Notes with Host Name Parameter Object and Location as shown in Figure 16 on page 85 3 Review the incident information in Impact Explorer A From the Events tab open the All Events list B Look for the Event Relations icon to the left of the timestamp of the raw event as shown in Figure 22 Figure 22 Event Relations icon 11 8 06 2 24 PM Parameter Memory Usage has changed state to CRITICAL 11 8 06 2 24 PM Parameter Memory Usage has changed state to CRITICAL C Right click the Event Relations icon and choose View gt Related Events gt Remedy ARS Incident Events D Double click the newly created Incident Info event Chapter 6 Using IBRSD 89 Testing enhanced incidents From the Event Incident Info tab you can view the incident ID status priority and assignee E From the Events tab expand the left navigation tree The Event Incidents by Status collector is visible in the left navigation tree Alternatively you can view this information in the Collectors folders F Expand Auto Created G Open the Assigned collector H For the original raw event click the Event Incident Info event From the Event Incident Info tab you can view the incident ID status priority and other information Testing enhanced incidents
152. this module resides on the BMC Remedy Service Desk application The IBRSD integration module is installed with BMC Service Impact Manager BMC SIM or BMC Event Manager BMC EM which use a graphical user interface GUI installer You can install the IBRSD AR System module by means of a GUI or a command line interface CLI BMC Software recommends that you use the GUI Perform these basic tasks to complete the installation 1 Review the IBRSD section of the BMC Impact Solutions Installation Guide and the installation information in the BMC Impact Solutions Release Notes 2 Plan the installation and ensure that your system meets the requirements 3 Install the IBRSD integration module by running the BMC Impact Solutions installation program either for a fresh installation or for integrating IBRSD into an existing BMC Impact Solutions environment 4 Install the IBRSD AR System module 5 Restart the BMC Remedy Action Request System AR System server 6 Start IBRSD After you complete these tasks configure IBRSD to work with BMC EM or BMC SIM and BMC Remedy Service Desk as explained in Chapter 4 Configuring IBRSD on page 53 System requirements This section lists the supported platforms and required product versions and it explains the prerequisites that you must satisfy and where to install IBRSD 30 Integration for BMC Remedy Service Desk User Guide Supported platforms Supported platforms Table 3 l
153. tion to Integration for BMC Remedy Service Desk 23 Integration for BMC Remedy Service Desk overview Integration for BMC Remedy Service Desk overview The Integration for BMC Remedy Service Desk IBRSD component adds business context to incidents by enabling bidirectional flow of information between BMC Service Impact Manager BMC SIM or BMC Event Manager BMC EM and BMC Remedy Service Desk IBRSD offers the following features automatically creates incidents in BMC Remedy Service Desk when a business service is affected using retry processing can send events to denote incident creation failure links incidents to configuration items CIs provides a Cl centric or service oriented graphical user interface GUI for definition of incident policies supports cross launch from the BMC Impact Explorer BMC IX GUI to BMC Remedy Service Desk to view all the incidents associated to a single BMC SIM BMC EM component displays event and component incident errors in BMC IX Incident Error collectors supports cross launch from BMC Remedy Service Desk to BMC IX to view the service impact of an incident provides manual load balancing and a failover mechanism when multiple instances of IBRSD are employed enables automatic association of incidents to specific companies IBRSD architecture This section describes the architecture of IBRSD that comprises three basic components BMC Impact Manager BMC IM either BMC SIM or BMC EM IBRSD
154. tory mcdb with fresh information from new incoming events node A BMC Impact Manager instance that can receive only events originating on the local host system Glossary 139 ABCDEFGHIJKLMNOPCORSTUVWXYZ non local action A user initiated action that does not execute on the user console host computer non service component A logical or physical asset defined in the BMC Atrium CMDB that does not participate in the delivery of business services such as a desk or other non IT physical asset A non service component is not visible within the BMC Impact Service Model Editor normalization The process of homogenizing event data into a common event format so that a standard set of event data is collected and reported regardless of the event source not in model A service component that exists as a logical or physical asset in the BMC Atrium CMDB but is not currently part of the service model A not in model service component is visible within the BMC Impact Service Model Editor component pool notification 1 A message either detailed or concise that contains information about a condition that triggered an alert state on a monitored element An email message or SNMP trap that is sent when the program detects a problem that triggers an alert 2 A type of policy null relationship See inactive relationship 0 object 1 An item that can be inserted into a dashboard For example a chart link or Active X control 2 A generi
155. type in the BMC SIM service model should match a CI type in the BMC Remedy IT Service Management BMC Remedy ITSM catalog and the Category Type and Item values should match the product categorization information in BMC Atrium CMDB as follows Product Categorization Tier 1 value matches the Category value Product Categorization Tier 2 value matches the Type value m Product Categorization Tier 3 value matches the Item value To view the categorization information of a Cl in BMC IX 1 Right click the CI and select Edit Component Properties 2 Click the Other tab to see the values of Category Type and Item When any incident is created for this component the incident information displays these product categorization values under the Classification tab Configuring information in the BMC Impact Service Model Editor Use the BMC Impact Service Model Editor to populate the Company Site Category Type and Item fields for a CI Figure 13 on page 72 shows how these values appear in the BMC Impact Service Model Editor Figure 13 Application Administration Console link from BMC Remedy AR System Server main navigation screen 72 Integration for BMC Remedy Service Desk User Guide Configuring guaranteed incident creation General Status and Alias Permissions Schedule Other Version Number MC_LNsCollection CD Bt Room Business Process Accourt ID 372539 CDROM Drive computer System Ensure t
156. u perform a remote action in a BMC EM use case Record files Record files are special BAROC files that contain information about global records used in rules Integration for BMC Remedy Service Desk IBRSD employs the record file listed in Table 13 Table 13 Record file File name ibrsd_record baroc Description contains global variables used in different cases for example global variables used while creating events orphaned root cause events or remote actions Bin files Bin files are the files that execute when you perform a user action IBRSD employs the bin file listed in Table 14 Table 14 Bin file File name ibrsd_bem_actions mrl Description relates to remote actions in a BMC Event Manager BMC EM use case displays a remote action menu and triggers an event when you select the same menu command 114 Integration for BMC Remedy Service Desk User Guide Collectors files Collectors files Collectors files create and display collectors for events IBRSD employs the collectors files listed in Table 15 Table 15 Collectors files ibrsd_bem_collectors mrl displays collectors for a BMC EM use case ibrsd_sim_collectors mrl displays collectors for a BMC SIM use case Appendix A Knowledge base files 115 Collectors files 116 Integration for BMC Remedy Service Desk User Guide a B Configuration parameters for IBRSD Table 16 Configuration para
157. ved BMC Software the BMC Software logos and all other BMC Software product or service names are registered trademarks or trademarks of BMC Software Inc share IT management and monitoring data and perform service management BMC Remedy AR System server processes dala it receives from AR System clients and passes it to the database server to be stored BMC Publishing Server publishes service model data to the cells and manages publish environments BMC Impact Integration products enable the synchronized flow of events and data between a BMC Impact Manager instance and another BMC Software product or a specific third party product Integration products include BMC Impact Integration for PATROL Enterprise Manager BMC Impact Integration Web Services Integration for Remedy Service Desk The products product components and related technologies shown in Figure 2 are described in Table 1 on page 18 Chapter 1 BMC Impact Solutions overview BMC Impact Solutions applications and architecture Table 1 Service impact management and event management applications part 1 of 2 Application Function Description Product kit BMC Atrium datastore database application that stores IT asset BMC Atrium Configuration configuration management and service model Configuration Management Database data in BMC BSM products Management BMC Atrium CMDB Database It provides a common sche
158. vent processing rule that creates an abstraction event from one or more raw events See also abstraction event abstracted event An event that contributes to the creation of an abstraction event The abstracted event is the basis for inferring that some condition exists For example if a critical subprocess of an application is down the application is down See also abstraction event abstraction event A conceptual or summary event based on other events that are occurring You cannot understand the context of an abstraction event by its details To understand its context you must view the relationships between the abstraction event and the events that triggered its creation in the BMC Impact Explorer Events tab Relationships window See also abstracted event Acknowledge The event operation action that acknowledges the existence of an event See also local action Acknowledged status The event status that results from an Acknowledge event operation action it means that an operator has acknowledged the event s existence action 1 Generally a procedure that is invoked to produce a specific result It can be a script or a call to an executable that is invoked automatically in response to an event or it can be a manual intervention Actions can be scheduled or immediately invoked locally or remotely 2 In BMC Impact Manager an executable that can be run by a cell Actions are called in an Execute rule Users can request the executio
159. vice Model Editor and the BMC Impact Explorer and is available to all cells within an environment See also local timeframe group A logical or an arbitrary collection of user defined objects that may or may not have measurable relationships and may or may not have summary data associated with them Glossary 133 ABCDEFGHIJKLMNOPQRSTUVWXY2Z H heartbeat 1 A periodic message sent between communicating objects to inform each object that the other is still active and accessible 2 In BMC Impact Manager a dynamic data object sent by a cell to monitor other cells to verify that they remain active and accessible heartbeat interval The time between heartbeats the period of the heartbeat highest value function A calculation method that is used to determine impacts priority image view A graphical and hierarchical display that depicts a business view You can create image view objects or elements to represent managed systems tools geographic locations operators time severity levels categories and so forth impact An assessed measure of the effect that an incident fault or other change will or may have on business operations or service levels impact event An event whose status is used in computing the status of its associated service component By default the status of each event associated with a service component is used to compute its status However you can exclude events impact production dataset Instances of an
160. vice models test dataset A dataset that is used to relay objects from a sandbox View to a test cell Each BMC Impact Service Model Editor user has a dedicated test dataset A test dataset combines with a test cell to make a user test environment The following example is a test dataset BMC IMPACT Joe TEST 1 the impact dataset containing instances that are effectively published to the impact manager of Joe s Test environment threshold 1 In BMC Impact Manager the point beyond which the value of a facet slot or other attribute can trigger an alert 2 A type of policy Threshold rule A rule that executes if the number of events exceeds the specified number within a particular timeframe TIME_FRAME class A BAROC class that is a child of the base data class TIME_FRAME and that defines a type of timeframe TIME_ZONE class A BAROC class that is a child of the base data class TIME_ZONE and that defines a type of time zone timeframe 1 User defined blocks of time that can be added to a service schedule Timeframes are added to the service schedule as During Schedule timeframes or Exceptions Within During Schedule timeframes Any unassigned time is considered Off schedule See also During Schedule Exceptions Within During Schedule and off schedule time 150 Integration for BMC Remedy Service Desk User Guide ABCDEFGHIJKLMNOPCORSTUVWXYZ 2 The specification for the period during which an event management policy instance is in

Integration for BMC Remedy Service Desk User Guide

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