Remedy Action Request System IT Service Manager
Connector name |
|
Connector type | Executable |
Type (UI field value) | Remedy Action Request System IT Service Manager |
Target system versions supported / tested | Bravura Security Fabric performs operations on Remedy Action Request System IT Service Manager version 7.6.04 or 8.0 using the |
Connector status / support | Customer-Verified Clients may contact Bravura Security support for assistance with this connector. Troubleshooting and testing must be completed in the client's test environment as Bravura Security does not maintain internal test environments for the associated target system. |
Remedy Action Request System IT Service Manager (ITSM) is an application platform that is an add-on to Remedy AR Server (which is supported by agtrem ). ITSM includes three primary applications: (Asset Manager (AM), Service Desk (SD), and Change Management (CM)).
The following Bravura Security Fabric operations are supported by this connector (depending on your product license and version):
administrator reset password
user verify password
create account
delete account
disable account
enable account
check account enabled
update attributes
List:
accounts
attributes
groups
Preparation
Before you can target Remedy Action Request System IT Service Manager:
Ensure that you install the Remedy AR API DLLs.
Confirm the port number you will require for the target address.
If you are connecting to the Remedy Action Request Server though a load balancer, set the ARTCPPORT Windows system environment variable.
Configure a target system administrator.
Create at least one template account, to support Bravura Identity account creation operations.
Install Remedy AR API DLLs
Remedy connectors (agtrem, agtrem-itsm, pxrem) require Remedy AR API DLLs version 7.5 to interface with Remedy AR System.
Go to Bravura Security portal: https://hitachi-id.com/portal/?q=node/389
Download
remedy-arapi-75.zip.Unzip the DLLs into a folder within the system PATH (e.g. <Program Files>\Common Files\Bravura Security\). There are 8 files:
arapi75.dll
arutl75.dll
arrpc75.dll
icudt32.dll
icuinbmc32.dll
icuucbmc32.dll
msvcp71.dll
msvcr71.dll
If using the pxrem9 connector, these DLLs are not required as the BMC Remedy AR System REST API is used to interface with the Remedy AR System.
Confirming the port number
You can check which port to use for the target address from the Action Request System Administration Console:
Click System > General > Server Information.
Click the Ports and Queues tab.
The TCP port is the port you should use. If the value is zero, this indicates you are using RPC and you do not need to specify a port number in the target address.
Set the ARTCPPORT Windows system environment variable
If you are connecting to the Remedy Action Request Server through a load balancer, set the ARTCPPORT Windows system environment variable to the value of the port you will use when targeting a Remedy server. Without the ARTCPPORT variable specified, the Remedy Action Request API will call GetPort first, which is a RPC call to retreive the correct port.
Setting up a target system administrator
Bravura Security Fabric uses a designated account on Remedy Action Request System IT Service Manager to perform Bravura Security Fabric operations.
The target system administrator must be a member of the Administrator group on the AR System.
Ensure that you set and note the account’s password. You will be required to enter the login ID and password when you add the target system to Bravura Security Fabric .
Creating a template account
Following are the steps to create an account template in BMC Remedy AR System 7.6 for ITSM. Details may vary depending on your version of the software.
To create a template account, create a user account.
Creating a user
Log into BMC Remedy User as an administrator.
Choose File > Open > All objects.
In the Object list dialog, click the tab.
In the Search what key words text box, type
People, then click Find.Double-click the People Form item. This is usually the first in the list.
Choose Actions/New or press F2.
Enter information in the form. Ensure that you complete the Login/Access information in the lower half of the page.
Click Save.
A new user is created and is searchable from the People form.
Targeting the Remedy Action Request System IT Service Manager system
For each Remedy Action Request System IT Service Manager system, add a target system in Bravura Security Fabric (Manage the System > Resources > Target systems).
Type is Remedy Action Request System IT Service Manager in the Help Desk Systems section.
Address uses the server name. You can also identify a port.
The address is entered in the following syntax:
{server=<server>;port=<port>;}
Handling account attributes
You can view the complete list of attributes that Bravura Security Fabric can manage, including native and pseudo-attributes, using the Manage the system (PSA) module. To do this, select Remedy Action Request System IT Service Manager from the Manage the system > Resources > Account attributes > Target system type menu.
For information about the native Remedy Action Request System IT Service Manager attributes managed by Bravura Security Fabric , consult your Remedy Action Request System IT Service Manager documentation.
Troubleshooting
If you experience any errors, verify that:
You can log into the Remedy AR System server from the Bravura Security Fabric server using the administrator ID and password you created.
You can reset user passwords with the Remedy User client from the Bravura Security Fabric server logged in with the administrator ID and password you created.
To help troubleshoot connections, and get a log from the arapi.dll, set the ARAPILOGGING environment variable a value according to:
https://docs.bmc.com/docs/display/public/ars81/C+API+Client-side+ARAPILOGGING