White Paper

Integrating SRM 2.1.00 with Help Desk 6.0 and Change Management 6.0

January 2008

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White Paper

Integrating SRM 2.1.00 with Help Desk 6.0 and Change Management 6.0
This white paper covers the installation and configuration of the Service Request Management (SRM) 2.1.00 application and its integration with the BMC Remedy Help Desk (Help Desk) 6.0 and BMC Remedy Change Management (Change Management) 6.0 applications. The following topics are provided: Installation prerequisites (page 6) Installing the integration on the SRM system (page 6) Installing the integration on the remote ITSM application system (page 8) Configuring the integration (page 10) Features status synchronization (page 13) Unsupported SRM features (page 17)

Integrating SRM 2.1.00 with Help Desk 6.0 and Change Management 6.0

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Installation prerequisites
You must meet the following prerequisites to install and configure the SRM integration with Help Desk 6.0 and Change Management 6.0.
Table 1-1: Installation and configuration prerequisites System requirements ITSM 6.0 application requirements AR System requirements Description Help Desk 6.0 and Change Management 6.0 applications must reside on a different server than SRM 2.1.00. The AR System that is being used for Help Desk 6.0 or Change Management 6.0 must be upgraded to AR System 7.0.1 or later.

Installing the integration on the SRM system
Use the following procedure to install the integration on the SRM system.

IMPORTANT
The integration installer is available only on Windows systems.

To install the integration on the SRM system
1 On the Windows system where SRM 2.1.00 is installed, locate the
Remote_ITSM60_PATCH.zip

file, and then unzip it.

By default, the location is C:\Program Files\BMC Software\BMC Service Request Management 2.1 Patch 001\Remote_ITSM60_PATCH.zip. Files will be unzipped into the ..\Remote_ITSM60_PATCH folder.

NOTE
If you are integrating only with Help Desk 6.0, skip to step 4.
2 For integration with Change Management 6.0, open a command prompt window,

navigate to the ..\Remote_ITSM60_PATCH\SRM Machine\SRM_CM\patches\SRM20ITSM directory, and then run setup.bat.

NOTE
When executing the setup.bat file, use the following parameters:
setup <Server> <User> <Password> <Port> The <Server>, <User>, and <Password> parameters are required. The <Port> number is optional. When executing the setup.bat file from the command line, enclose these parameters in double quotation marks (for example, "User Name").

This patch updates form, workflow, and system data definitions. If you are running a customized version of SRM, your customizations might get overridden.

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Integrating SRM 2.1.00 with Help Desk 6.0 and Change Management 6.0

Integrating SRM 2.1.00 with Help Desk 6.0 and Change Management 6.0 3 Check the log files.

The log files are found under the ..\SRM_CM\patches\SRM20ITSM\Logs directory. You can view the SRM2ITSM7Fix.html file for any install issues.
4 For integration with Help Desk 6.0, open a command prompt window, navigate to

the ..\Remote_ITSM60_PATCH\SRM Machine\SRM_HD\patches\SRM20ITSM directory, and then run setup.bat.

NOTE
When executing the setup.bat file, use the following parameters:
setup <Server> <User> <Password> <Port> The <Server>, <User>, and <Password> parameters are required. The <Port> number is optional. When executing the setup.bat file from the command line, enclose these parameters in double quotation marks (for example, "User Name").

This patch updates form, workflow, and system data definitions. If you are running a customized version of SRM, your customizations might get overridden.
5 Check the log files.

The log files are found under the ..\SRM_HD\patches\SRM20ITSM\Logs directory. You can view the SRM2ITSM7Fix.html file for any install issues.
6 After you have installed the integration, stop the AR System server. 7 Locate the current caieventcmd.dll file (or the corresponding libcaieventcmd file

on UNIX® systems, for example, libcaieventcmd.a for AIX®).

You can determine the location of this file by looking in the ar.cfg file (or in ar.conf on UNIX systems).
8 From the ..\Remote_ITSM60_PATCH\CAI Plug-in directory, locate the folder

corresponding to the operating system on which your AR System server is running.

9 Copy the new caieventcmd.dll (or libcaieventcmd) file to the location of the

existing file and overwrite it.

10 Restart the AR System server.

Installing the integration on the SRM system

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Installing the integration on the remote ITSM application system
Use the following procedure to install the integration on the remote ITSM system.

To install the integration on the remote ITSM system NOTE
If you have only Help Desk 6.0 installed, skip to step 3.
1 For integration with Change Management 6.0, open a command prompt window,

navigate to the ..\REMOTE_ITSM60_APPS\CHG\patches\SRM20 ITSM directory, and then run setup.bat.

NOTE
When executing the setup.bat file, use the following parameters:
setup <Server> <User> <Password> <Port> The <Server>, <User>, and <Password> parameters are required. The <Port> number is optional. When executing the setup.bat file from the command line, enclose these parameters in double quotation marks (for example, "User Name").

This patch updates form, workflow, and system data definitions. If you are running a customized version of Change Management, your customizations might get overridden.
2 Check the log files.

The log files are found under the

..\REMOTE_ITSM60_APPS\CHG\patches\SRM20ITSM\Logs directory. You can view the SRM2ITSM7Fix.html file for any install issues.

3 For integration with Help Desk 6.0, open a command prompt window, navigate to

the ..\REMOTE_ITSM60_APPS\HPD\patches\SRM20 ITSM directory, and then run setup.bat.

NOTE
When executing the setup.bat file, use the following parameters:
setup <Server> <User> <Password> <Port> The <Server>, <User>, and <Password> parameters are required. The <Port> number is optional. When executing the setup.bat file from the command line, enclose these parameters in double quotation marks (for example, "User Name").

This patch updates form, workflow, and system data definitions. If you are running a customized version of Help Desk, your customizations might get overridden.

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Integrating SRM 2.1.00 with Help Desk 6.0 and Change Management 6.0

Integrating SRM 2.1.00 with Help Desk 6.0 and Change Management 6.0 4 Check the log files.

The log files are found under the
..\Remote_ITSM60_PATCH\REMOTE_ITSM60_APPS\HPD\patches\SRM20IT SM\Logs directory. You can view the SRM2ITSM7Fix.html file for any install issues.

5 After you have installed the integration, create a /bin directory in the application

installation directory if it does not already exist. For example:

../Program Files/AR System Applications/ChangeManagement/bin

6 From the ..\Remote_ITSM_PATCH\CAI Plug-in folder, locate the directory

corresponding to the operating system on which your AR System server is running.

7 Copy the caieventcmd.dll (or the corresponding libcaieventcmd) file to the /bin

folder created above.

NOTE
You only need to copy the caieventcmd library to one /bin folder per system.
8 Locate the ar.cfg file (or ar.conf on UNIX). 9 Add the following line to the ar.cfg file:
Plugin: "<path_to_bin_folder_created_in_Step5>\caieventcmd.dll"

10 Restart the AR System server.

Installing the integration on the remote ITSM application system

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Configuring the integration
Perform the following steps to configure the SRM 2.1.00 integration with Change Management 6.0 or Help Desk 6.0.

Configuring the integration on the SRM system
After you finish the installation, entries are created in the CAI:AppRegistry form. You must update these entries to contain connection information to the remote Change Management or Help Desk applications.

To configure the integration on the SRM system
1 Using BMC Remedy User, log in as an SRM administrator and open up the

Application Administration Console. tab.

2 From the Application Administration Console, click the Custom Configuration 3 Navigate to the Foundation > Advanced Options > Command Automation

Interface - Application Registry option to open the CAI Application Registry form. 6.0 or Help Desk 6.0.

4 Search the form to find the entries that were just created for Change Management 5 On the Connection tab, update the connection information to indicate the server,

login, password, and port number of the Change Management or Help Desk server (as shown in Figure 1-1). The user specified in the login and passwords fields must be an administrator on the remote Change Management or Help Desk system, and must have the necessary licenses for the application.

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Integrating SRM 2.1.00 with Help Desk 6.0 and Change Management 6.0

Integrating SRM 2.1.00 with Help Desk 6.0 and Change Management 6.0

Figure 1-1: CAI Application Registry entry for ITSM 6.0 Applications

For additional information about configuring the Command Automation Interface and creating users, see the BMC Remedy IT Service Management 7.0 Configuration Guide.

Configuring the integration on the remote ITSM application system
After you finish the installation, entries will be created in the CAI:AppRegistry form. You must update these entries to contain connection information to the remote SRM application.

To configure the integration on the remote ITSM application system
1 From BMC Remedy User, open the CAI:AppRegistry form in search mode. 2 Search the form to find the entries that were just created for Service Request

Management.

3 On the Connection tab, update the connection information to indicate the server,

login, password and port number of the SRM server (as shown in Figure 1-2).

The user specified in the login and passwords fields must be an administrator on the remote SRM system.

Configuring the integration

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Figure 1-2: CAI Application Registry entry for SRM 2.1.00

For additional information on configuring the Command Automation Interface and creating users, see the BMC Remedy IT Service Management 7.0 Configuration Guide.

View Service Requests link
The integration installer adds a link to the Administrator view of the CHG:Change and HPD:HelpDesk forms. This link allows you to view the details (including work info records) of the service request from the remote Change Management and Help Desk applications. Using BMC Remedy Administrator, you must add this link to your support and management views (and translate the label for the link in localized views) if you want to expose this link to your users.

Synchronizing people data
For this integration to work properly, people records must be synchronized between the CTM:People form on the SRM server and the SHR:People form on the remote ITSM 6.0 server. You can use DSO to perform this synchronization.

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Integrating SRM 2.1.00 with Help Desk 6.0 and Change Management 6.0

Integrating SRM 2.1.00 with Help Desk 6.0 and Change Management 6.0

Features status synchronization
The following section compares status transitions in Change Management 6.0 and Help Desk 6.0 with SRM 2.1.00.

Change Management 6.0 status transitions
The following table shows how the status transitions on Change Management 6.0 map to the status shown in SRM:
Table 1-2: How Change Management 6.0 status transitions map to SRM 2.1.00 Service request status Draft Planning In Progress Status reason Change status N/A New Assigned Planning Scheduled Work In Progress Pending More Information Pending Pending More Information Comments This is the service request’s initial status.

Completed Draft

Resolved Closed N/A This is the service request’s initial status.

NOTE
Changing from a “Pending” status to a “Resolved” or “Closed” status is allowed within the Change Management 6.0 application. However, this status transition is not allowed on the SRM system. As a result, the service request will not reflect a “Completed” status for this situation.

Features status synchronization

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Help Desk 6.0 status transitions
The following table shows how the status transitions on Help Desk 6.0 map to the status shown in SRM:
Table 1-3: How Help Desk 6.0 status transitions map to SRM 2.1.00 Service request status Draft Planning In Progress Service request status reason Incident status N/A New Assigned In Progress Pending More Information Pending Pending more information? Comments

Completed

Resolved Closed

NOTE
Changing from a “Pending” status to a “Resolved” or “Closed” status is allowed within the Help Desk 6.0 application. However, this status transition is not allowed on the SRM system. As a result, the Service Request will not reflect a “Completed” status for this situation.

Link to service requests from remote ITSM server
The following sections describe how to link to service requests from the remote ITSM server.

Change Management 6.0
A View Service Request link is provided that displays the details of the related Service Request from the Change Request form, as shown in Figure 1-3 and Figure 1-4.

NOTE
For instructions about how to expose the View Service Request link, see “Configuring the integration” on page 10.

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Integrating SRM 2.1.00 with Help Desk 6.0 and Change Management 6.0

Integrating SRM 2.1.00 with Help Desk 6.0 and Change Management 6.0

Figure 1-3: View Service Request link on CHG:Change form

Figure 1-4: Request Details dialog

Features status synchronization

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Help Desk 6.0
A View Service Request link will be provided that will display the details of the related Service Request from the Help Desk form, as shown in Figure 1-5.

NOTE
For instructions on how to expose the View Service Request link, see “Configuring the integration” on page 10.
Figure 1-5: “View Service Request” link on HPD:HelpDesk form

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Integrating SRM 2.1.00 with Help Desk 6.0 and Change Management 6.0

Integrating SRM 2.1.00 with Help Desk 6.0 and Change Management 6.0

Unsupported SRM features
The following features are not supported in SRM 2.1.00.
Feature Integration with Change templates Description This implementation does not allow you to use change templates when creating an Application Object Template (AOT) for Change Management 6.0. All AOTs cannot use the Type of TEMPLATE. Synchronization to Work This implementation does not synchronize work info records Log or Work Info created in the ITSM 6.0 applications with the Service Request work info records. In addition, service request work info records are not transferred to the ITSM 6.0 applications. However, you can view these records using the View Service Request link. Creation of service requests from ITSM 6.0 applications This implementation does not support the creation of a service request when a Help Desk Case or Change Request is created.

Unsupported SRM features

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Integrating SRM 2.1.00 with Help Desk 6.0 and Change Management 6.0

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