Moogsoft Docs

Remedy Integration Reference

This is a step by step guide to integrate Moogsoft AIOps with BMC Remedy.

Integration is carried out in two steps:

  1. From M oogsoft AIOps to BMC Remedy
  2. From BMC Remedy to Moogsoft AIOps

See Remedy for UI configuration instructions.

Wor kflow from Moogsoft AIOps to BMC Remedy Integration

To create a BMC Remedy Incident from a Moogsoft AIOps Situation, follow the steps mentioned below:

From the Open Situations , you can right-click a situation against which Incident needs to be opened and select Open Remedy Inciden t from the Tools menu . Alternatively, you can create an incident from the Tools drop-down.

Y ou can view the created BMC Remedy Incident:

  • F rom the Collaborate tab of the situ atio n.
  • From the custom info page of the s ituation.

Double click a situation and select Show Details . Click the Custom Info button to display the Remedy incident number.

View a Related Incident in Remedy

You can view the same created incident in BMC Remedy from the Incident Management Con sol e . From the list of incidents, click the incident to view its details. The incident which you have created in Moogsoft AIOps is automatically created in the BMC Remedy.

When you add a comment in the t he Situation room's Collaborate tab, the integration updates Incident's worklog section of BMC Remedy.

When you co close a Situation in Moogsoft AIOps, It automatically resolves the BMC Remedy Incident.


BMC Remedy to Moogsoft AIOps

BM C Remedy to Moogsoft AIOps integration can be achieved via filters on HPD : HelpDesk and HPD:WorkLog forms. It invokes a jar t o interact with Moogsoft AIOps which closes/resolves situations, syncs worklog and provide resolution from BMC Remedy to Moogsoft AIO ps .

To achieve the synchronization, you have to add a custom field in the three forms, i.e. HPD: IncidentInterface_create, HPD: Help Desk , and HPD: WorkLog . After that, you have to add " moogsoft_aiops_situation_id: $moogsoft_aiops_situation_id$ "  mapping to the filter HPD:HII:CreateIncident_100`! . After updating the mapping field, you have to create four filters:

Please perform the following two steps before configuring the integration:

  1. Extract the remedy-1.1.zip on the machine where BMC Remedy is installed. For e.g. <installation dir>\BMC Software\ ARSystem\Remedy .

    remedy-1.1.zip, the zip contains the following files:

    • remedy-1.1.jar file
    • RemedyMoogsoft.properties, and other related files.

  2. Update the RemedyMoogsoft.properties file placed under the config folder as per the below configuration:
moogsoft.host = Hostname of Moogsoft AIOps server
moogsoft.graze.user = graze (Same user should be configured in moobot)
moogsoft.graze.password = graze
moogsoft.use_ssl=true
moogsoft.disable_certificate_validation=True
moogsoft.server_cert_filename="server.crt"
moogsoft.enable_proxy=false
moogsoft.proxy_host=""
moogsoft.proxy_port=8080
moogsoft.proxy_authentication_required=false
moogsoft.proxy_user=""
moogsoft.proxy_password= ""
moogsoft.close_situation_in_moog=true
moogsoft.remedy_integration_user= Same user configured in moobot for Remedy authentication.
moogsoft.thread_name=Support

Configure the following settings for proxy server (if proxy server is enabled):

moogsoft.enable_proxy=false
moogsoft.proxy_host=""
moogsoft.proxy_port=
moogsoft.proxy_user=""
moogsoft.proxy_password= ""
moogsoft.close_situation_in_moog=<true/false>

Note

If moogsoft.close_situation_in_moog is set to true , then resolving an incident in BMC Remedy will resolve the incident in Moogsoft AIOps, and closing an incident in BMC Remedy will close the incident in Moogsoft.

If moogsoft.close_situation_in_moog is set to false , then closing an incident in BMC Remedy will resolve the incident in Moogsoft AIOps.

Getting started with BMC Remedy Developer Studio

  1. Install BMC Remedy Developer Studio .
  2. Navigate to File-> Login -> Provide details of BMC server and BMC Remedy credentials. (In case of issues, contact BMC administrator and confirm the TCP Por t)

Creating a custom field to represent the Moogsoft AIOps situation ID

1. You have to create a new custom field to store the Moogsoft AIOps situation id. The custom field will be created in 3 forms:

    • HPD: IncidentInterface_create
    • HPD: Help Desk
    • HPD: WorkLog

Note

The script (Moobot) which creates the incident, will set the situation id in this new field in incidentInterface_create form.

Steps to create a custom field

  1. Double click on the Forms and select the form to create a custom field.

While creating a new field in the form, if you see disabled fields, then you have to first create an overlay and then you can edit the form.

On the basis of Customization Type, forms can be categorized as Unmodified and Overlay.

Unmodified forms are those forms which are created in Base Development mode and they are not overlaid. On the other hand, a n overlay is a copy of a BMC Remedy AR System structure or workflow object that is used in place of the origin object.

To create an overlay, right click on the form name and select Create Overlay .



2. Select the HPD:WorkLog form. To create a new field, right click anywhere on the form and navigate to Create a New Field > In Current View and Select the field type as Integer.

3. The field will be created with the name Integer Field_c .  Now, double click on the created field to change or view its properties.

4. To update the Label of the field:

5. To update the Database property of the field:

6. You have successfully created the Moogsoft AIOps Situation ID field.

7. The above steps will create a new custom field in the HPD: WorkLog form. Similary, you can create the custom field in the  other two forms, i.e. HPD: IncidentInterface_create and HPD: Help Desk .

8. After creating the field in the three forms, add the following mapping to the filter: HPD:HII:CreateIncident_100`! :

moogsoft_aiops_situation_id: $moogsoft_aiops_situation_id$

This will ensure the availability of custom field in help desk .

Since changes have been performed on forms, you have to perform a midtier flush.

To perform midtier flush, follow the steps mentioned below:

Note

The format of Remedy configuration URL is as follows:

https://<BMC MID Tier Server>arsys/shared/config/config.jsp

  1. Enter Mid-Tier configuration Password.
  2. Go to Cache Settings and click Flush Cache .
  3. After this logout and re-login to BMC Remedy System.

If the above method does not work, then try flushing history and browser cookies, and then try again.

To configure the filters, follow the steps mentioned below:

  1. Navigate to Filter and to create a new filter, select New Filter .

2. The following screen will appear:

A. To synchronize BMC Remedy incident status with Moogsoft AIOps situation, you have to create a filter with the following configuration :

Associated Forms		: HPD: HelpDesk
Execution Option		: enabled: Modify, Submit
Run IF Qualification	: (('TR.Status' = "Resolved") AND ('DB.Status' != "Resolved")) OR (('TR.Status' = "Closed") AND ('DB.Status' != "Closed") AND                                      	('moogsoft_aiops_situation_id' != $NULL$))
If Action, Run Process : <Path of Java on your BMC server> -jar <Path of remedy jar> "isClosed" "Incident Number" "Moogsoft aiops situation id" "Logged-in user" "status of incident"
Example					: "C:\Program Files\Java\<jre version>\bin\java" -jar "C:\Program Files\BMC Software\ARSystem\remedy\remedy.jar" "true" $Incident Number$ "$moogsoft_aiops_situation_id$" "$z2TF Work Log Submitter$" "$Status$"

Note

The p ath of Java on your BMC Server and the path of Remedy Jar in the above example is valid only for Windows, if you are using Linux/Unix, then you have to specify the path for both accordingly . This is applicable for all the filters' configuration.

Note

Moogsoft AIOps Situation ID is a custom field which has been added to all the three forms to represent situation id of Moogsoft.

Logs of jar file can be viewed from the following location:

<installation dir>\BMC Software\ARSystem\log\RemedyMoogsoftLog.log
  1. To add the associated HPD:HelpDesk form , click Add and select form name from the list of Available Forms and click OK , as shown below:

2. The form has been added successfully:

You have to provide the following arguments at command line:

  • Path of Java where BMC server is installed: This is required for executing the jar file.
  • Path of jar file placed on BMC server: The jar file which interacts with Moogsoft AIOps and closes the situation.
  • Flag is used to represent whether an incident is closed or resolved.
  • Current Incident Number which has been closed or resolved by BMC Remedy user.
  • Moogsoft AIOps Situation ID.
  • Status of Incident.

B . To synchronize BMC Remedy worklog with Moogsoft AIOps situation, you have to create two filters with the following configuration:

  • Filter 1: Moog :Moo gSoftSetMoogsoftID:
    Brings the situation id from helpdesk and sets it in worklog’s custom field.
Filter 	                : Moog:MoogSoftSetMoogsoftID
Associated Forms		: HPD: WorkLog
Execution Option		: enabled: Modify, Submit
Run IF Qualification	: <No condition>
If Action               : Set Fields 

Note

Set Field option is not visible by default. So to make it visble, right click If Actions and then from Add Action, select Set Fields .

I n the Set Fields Section, provide values to all the fields as shown below:

To map the Field with Value, follow the steps mentioned below:

  1. Double click on the Field and you will see the icon . Click the icon to view the Field Selector page. Now select the created custom field and click OK .

2. Similarly, You can add the Field's Value from the the Expression Editor . Select the created custom field from the list of Names and click OK .

  • Filter 2: Moog:MoogSoft_CallJavaCodeAssociated

Filter                  : Moog:MoogSoft_CallJavaCodeAssociated 
Associated Form         : HPD: WorkLog		
Execution Option		: enabled: Modify, Submit
Run IF Qualification	: 'moogsoft_aiops_situation_id' != $NULL$
If Action, Run Process  : <Path of Java on your BMC server> -jar <Path of remedy jar> "false" "Incident Number" "Moogsoft aiops situation id" "Submitter" Detailed Description
Example                 :"C:\Program Files\Java\<jre version>\bin\java" -jar "c:\Program Files\BMC Software\ARSystem\remedy\remedy.jar" "false" "$Incident Number$" "$moogsoft_aiops_situation_id$" "$Submitter$" $Detailed Description$

Note

If the incident has been created from a moogsoft situation, then only the jar will be invoked.

Note

Filter names are user specific, you can provide any name to the filters.

C: To synchronize BMC Remedy resolution with Moogsoft AIOps situation, you have to create a filter with the following configuration:

Associated Forms		: HPD: HelpDesk
Execution Option		: enabled: Modify, Submit
Run IF Qualification	: (('TR.Status' = "Resolved") OR ('TR.Status' = "Closed") OR ('DB.Status' = "Resolved") OR ('DB.Status' = "Closed")) AND ('moogsoft_aiops_situation_id' != $NULL$)
If Action, Run Process : <Path of Java on your BMC server> -jar <Path of remedy jar> "false" "IncidentNumber" "moogsoft_aiops_situation_id" "USER" "Resolution"
Example					: ""C:\Program Files\Java\<jre version>\bin\java"-jar "c:\remedyresolution\remedy.jar" "false" "$IncidentNumber$" "$moogsoft_aiops_situation_id$" "$USER$"$Resolution$


Closing an incident in BMC Remedy will close the corresponding Moogsoft AIOps situation

  1. You can close the incident by sele cting Closed from the Status drop-down. Click Save . This will close the incident in BMC Remedy.

2. The corresponding situation will automatically get closed on Moogsoft AIOps.

Similarly, updating the worklog of the incident on BMC Remedy will automatically get updated on Moogsoft AIOps.

Version Information

Integration Version BMC Remedy Version Verified By
1.0

BMC Remedy 9.1

Moogsoft
1.1

BMC Remedy 9.1

Moogsoft