Skip to main content

BMC Remedyforce (Ticket)

Connector name

pxremedyforce

Connector type

Executable with script

Type (UI field value)

BMC Remedyforce (Ticket)

Target system versions supported / tested

Bravura Security Fabric uses the pxremedyforce interface program to trigger creations and updates on BMC Remedyforce when certain events occur on the Bravura Security Fabric server.

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.

Installation / setup

Interface programs are installed in the interface directory.

Modify the sample pxremedyforce.cfg script included in the samples directory and copy it to the \<instance>\script\ directory.

The following sections show you how to configure the event actions interface for Bravura Security Fabric by:

  • Preparing the target

  • Setting the target system address in Bravura Security Fabric

  • Writing a configuration file for event actions

Preparation

Ensure that the Bravura Security Fabric services account (psadmin) is allowed to access the BMC Remedyforce site via https:

  1. As psadmin, login the server where Bravura Security Fabric resides.

  2. Using IE, access your BMC Remedyforce site via HTTPS (for example; https://login.salesforce.com/) and add it as a trusted site.

Targeting a BMC Remedyforce server

Bravura Security Fabric provides the option of using the target system name in event action fields in the Manage the system (PSA) module or Configure event (ITSM) module, rather than the program name. The security benefit is that all sensitive information (server address, admin credentials) is automatically passed to the program, rather than stored in the .cfg file in plain text.

Add a target system in Bravura Security Fabric (Manage the System > Resources > Target systems) for each BMC Remedyforce server to support the event actions interface:

  • Type is BMC Remedyforce (Ticket) , listed under IT Service Management Systems .

  • Address is the URL/URI of the BMC Remedyforce web service, for example:

    https://login.salesforce.com/services/Soap/c/27.0/<orgID>

    where:

    orgID is your organization ID. To retrieve the ID:

    1. Log into BMC Remedyforce.

    2. Click Remedyforce Administration > License and Storage Usage > Salesforce Licence Usage > Salesforce.com Organization ID .

    The address is entered in KVGroup format:

    {server=https://login.salesforce.com/services/Soap/c/27.0/<orgID>;}

  • Set the Administrator ID and Password to the login ID and password for the user with permissions to perform all required operations.

Once you write a configuration file, you can use the target ID to configure event actions in the Manage the system (PSA) module or Configure event (ITSM) module.

Configuring event actions

To configure an event action to interface with BMC Remedyforce, you must write a configuration file. Modify the pxremedyforce.cfg sample script included in the samples directory and copy it to the \<instance>\script\ directory. If you cannot find the sample file, try re-running setup to modify your installation. Sample files are automatically installed with complete (typical) installations. You can select them in custom installations.

When you configure an event, enter the program name or the target ID you set up earlier. In both cases, pxremedyforce looks for the script with the matching name. You can write an alternative .cfg file; for example when you have multiple BMC Remedyforce targets. When you configure an event, you specify the file using the -cfg parameter; for example:

  • pxremedyforce.exe -cfg myfile.cfg

    or

  • MYTARGET -cfg myfile.cfg

Requirements

If you do not use a ticket target to configure events, you must define the variables shown in the table below in every BMC Remedyforce script.

Table 1. Required variables for BMC Remedyforce

Variable

Description of the value

adminid

The user ID of a user with permissions to perform all operations that you require.

adminpwd

The password for the above user.

server

The URL/URI of the BMC Remedyforce web service.

securityToken

The security token that is associated with the password for the above user.



Your security token is automatically sent to you when your salesforce.com password is changed or when you request to reset your security token. If you do not know your security token, you can request to reset it:

  1. Log into BMC Remedyforce.

  2. Click on your account ID.

  3. Click Setup > My Personal Information > Reset My Security Token.

    A new security token will be sent to you via email by salesforce.com.

In this section: