Configure Remedy

You can install the Remedy integration to create Remedy incidents from Moogsoft AIOps Situations. See BMC Remedy for configuration instructions and details on the functionality it enables.

You can also configure Remedy to synchronize with Moogsoft AIOps, which allows you to:

  • Close Moogsoft AIOps Situations by resolving the related Remedy incidents.

  • Synchronize the Remedy incident worklog with the Situation's Collaborate tab.

  • Synchronize resolutions from Remedy to Moogsoft AIOps.

Before you begin

Before you start to configure Remedy to synchronize with Moogsoft AIOps, ensure you have met the following requirements:

  • You have installed BMC Remedy Developer Studio and configured it to connect to your BMC server and Remedy system.

  • You can access the BMC Mid Tier Configuration Tool.

  • You have the connection details for your Moogsoft AIOps server.

  • You know your Moogsoft AIOps Graze API username and password.

Configure Moogsoft AIOps properties for Remedy

  1. Download the Remedy config zip file and extract it to your Remedy server, in the location <Remedy installation directory>\BMC Software\ARSystem\Remedy.

  2. Locate the RemedyMoogsoft.properties file in the config directory of the unzipped files and update the configuration as follows:

    • moogsoft.host: Hostname or IP address of your Moogsoft AIOps server.

    • moogsoft.graze.user: Graze API username.

    • moogsoft.graze.password: Graze API password.

    • moogsoft.close_situation_in_moog: If set to true, resolving an incident in Remedy resolves the Situation in Moogsoft AIOps, and closing an incident in Remedy closes the Situation in Moogsoft AIOps. If set to false, closing an incident in Remedy resolves the Situation in Moogsoft AIOps but does not close it.

    • moogsoft.remedy_integration_user: Remedy username.

    • moogsoft.thread_name: Thread in Moogsoft AIOps used to add comments.

  3. To use SSL certification, set the details in RemedyMoogsoft.properties.

  4. If you are using a proxy server, set the connection and authentication details in RemedyMoogsoft.properties.

Create Remedy custom fields

Follow these steps to create a custom field to store the Moogsoft AIOps Situation ID:

  1. Log into BMC Remedy Developer Studio.

  2. Go to Forms and select the HPD: WorkLog form.

  3. Create an Overlay so that you can edit the form.

  4. Create a new Integer field in the current view.

  5. Edit the new field's properties and set the following:

    • Display Label: moogsoft_aiops_situation_id

    • Database Name: moogsoft_aiops_situation_id

  6. Create an identical custom field on the forms HPD: IncidentInterface_create and HPD: Help Desk.

  7. Add the following mapping to the filter HPD:HII:CreateIncident_100`! to make the custom field available in the help desk:moogsoft_aiops_situation_id: $moogsoft_aiops_situation_id$

Commit the changes

To commit the custom field changes, follow these steps to perform a mid tier flush:

  1. Log out of the BMC Remedy Developer Studio.

  2. Log into the BMC Mid Tier Configuration Tool and flush the cache.

  3. Log into the BMC Remedy Developer Studio and check the forms for the new custom field.

  4. If the changes have not committed, use the BMC Mid Tier Configuration Tool again to flush the browser history and cookies and then flush the cache.

Configure Remedy filters

You can set up filters to sychronize the Remedy incident status, resolution and worklog with the corresponding Moogsoft AIOps Situation.

You will need to supply the following details in the filter command line strings:

  • Path to Java on your BMC server: Required to execute the .jar file.

  • Path to the Remedy jar file: This file interacts with Moogsoft AIOps and performs actions on Situations.

  • Flag: Indicates whether an incident is closed or resolved.

  • Incident number: Represents the number of the incident closed or resolved by the Remedy user.

  • Incident status: Status of the Remedy incident.

  • Submitter: Remedy user that submitted the work log.

  • Moogsoft AIOps Situation ID.

Create filters in BMC Remedy Developer Studio as follows:

  1. Log into BMC Remedy Developer Studio.

  2. Go to Filters and create new filters with the configurations outlined in the sections below.

Remedy incident status

To synchronize the Remedy incident status with the Moogsoft AIOps Situation, create a filter with the following configuration:

  • Filter: Filter name, for example MoogsoftIncidentStatus.

  • 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 to Java on your BMC server> -jar <Path to Remedy jar file> "isClosed" "IncidentNumber" "moogsoft_aiops_situation_id" "Logged-in user" "incident status"

An example Run Process action is as follows:

"C:\Program Files\Java\<jre version>\bin\java" -jar "C:\Program Files\BMC Software\ARSystem\remedy\remedy.jar" "true" $IncidentNumber$ "$moogsoft_aiops_situation_id$" "$z2TF Work Log Submitter$" "$Status$"

Remedy incident resolution

To synchronize the Remedy incident resolution with the Moogsoft AIOps Situation, create a filter with the following configuration:

  • Filter: Filter name, for example MoogsoftIncidentResolution.

  • 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 to Java on your BMC server> -jar <Path to Remedy jar file> "false" "IncidentNumber" "moogsoft_aiops_situation_id" "USER" "Resolution"

An example Run Process action is as follows:

"C:\Program Files\Java\<jre version>\bin\java"-jar "c:\remedyresolution\remedy.jar" "false" "$IncidentNumber$" "$moogsoft_aiops_situation_id$" "$USER$" $Resolution$

Remedy incident worklog

To synchronize the Remedy incident worklog with the Moogsoft AIOps Situation, create two filters. The first filter retrieves the Situation ID from the helpdesk and adds it to the worklog custom field:

  • Filter: Filter name, for example MoogsoftSetIDWorklog

  • Associated Forms: HPD:WorkLog

  • Execution Option: Enabled - Modify, Submit

  • Run IF Qualification: <No condition>

  • If Action: Set Fields

You will need to add the action Set Fields to If Actions. Complete the Set Fields properties as follows:

  • Data Source: Server

  • Server Name: Name of your server

  • Form Name: HPD:Help Desk

  • Qualification: $Incident Number$ = 'Incident Number'

  • If No Requests Match: Set Fields to $NULL$

  • If Multiple Requests Match: Use First Matching Request

  • Auto Map: Field moogsoft_aiops_situation_id to Value$moogsoft_aiops_situation_id$

Add a second filter to complete the synchronization action as follows:

  • Filter: Filter name, for example MoogsoftIncidentWorklog

  • Associated Form: HPD:WorkLog

  • Execution Option: Enabled - Modify, Submit

  • Run IF Qualification: 'moogsoft_aiops_situation_id' != $NULL$

  • If Action, Run Process: <Path to Java on your BMC server> -jar <Path to Remedy jar file> "false" "Incident Number" "moogsoft_aiops_situation_id" "Submitter" Detailed Description

An example Run Process action is as follows:

"C:\Program Files\Java\<jre version>\bin\java" -jar "c:\Program Files\BMC Software\ARSystem\remedy\remedy.jar" "false" "$Incident Number$" "$moogsoft_aiops_situation_id$" "$Submitter$" $Detailed Description$

Example

An example filter configuration to synchronize Remedy incident status with Moogsoft AIOps is as follows:

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