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Remedy Action Request System

Connector name

agtrem

Connector type

Executable

Type (UI field value)

Remedy Action Request System 7.5+

Target system versions supported / tested

Remedy AR (Action Request) System 7.5 / 7.6 / 8.0

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

Remedy connectors (agtrem, agtrem-itsm, pxrem) require Remedy AR API DLLs version 7.5 to interface with Remedy AR System.

Upgrade notes

As of Connector Pack 2.5, the agtrem and pxrem connectors deprecated agtrem7/ pxrem7 (Remedy 7.x), agtrem75/ pxrem75 (7.5), agtrem76/ pxrem76 (7.5+). The agtrem6 and pxrem6 (Remedy 6.x) connectors are obsolete. See Upgrading the connector .

The following Bravura Security Fabric operations are supported by this connector:

  • user verify password

  • administrator reset password

  • expire password

  • check password expiry

  • unexpire password

  • create account

  • enable account

  • disable account

  • check account enabled

  • delete account

  • rename account

  • update attributes

  • create group

  • delete group

  • add user to group

  • delete user from group

  • list account attributes

  • List

    • accounts

    • attributes

    • groups

    • members

The following sections show you how to support agent operations by:

  • Preparing the target

  • Setting the target system address in Bravura Security Fabric

This chapter also describes how Bravura Security Fabric handles special attributes that are used when creating or modifying accounts on an AR System.

See also

Preparation

Before you begin:

  1. Ensure that you install the Remedy AR API DLLs.

  2. Confirm the port number you will require for the target address.

  3. If you are connecting to the Remedy Action Request Server though a load balancer, set the ARTCPPORT Windows system environment variable.

  4. Configure a target system administrator.

  5. Create at least one template account, to support Bravura Identity account creation operations.

If you plan to target different major versions of the Remedy Action Request System on the same Bravura Security Fabric instance, at least one of the targets should use a proxy.

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.

  1. Go to Bravura Security portal: https://hitachi-id.com/portal/?q=node/389

  2. Download remedy-arapi-75.zip.

  3. 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:

  1. Click System > General > Server Information.

  2. 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.

Configuring a target system administrator

Bravura Security Fabric uses a designated account on the AR System to create and manage objects.

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 .

Remedy administrators may be specified with blank passwords; however, this is not recommended due to the potential security risk that it poses.

Creating a template account

Following are the steps to create an account template in BMC Remedy AR System 7.5. Details may vary depending on your version of the software.

To create a template account:

  1. Create a group with the necessary permissions.

  2. Create a user account and assign it to the group.

Creating a group

  1. Log into BMC Remedy User as an administrator.

  2. Click on AR System Administration Console.

  3. From the AR System Administration Console, click on Application to expand.

  4. Click on Users > Groups > Roles to expand.

  5. Click on Groups to open the Group (Search) window.

  6. Right-click anywhere in the group search window, then select New Request to open the Group (New) window.

  7. Enter the Group Name, Group ID and Long Group Name. For Group Type, select Change.

  8. Click Save.

Creating a user

  1. Log into BMC Remedy User as an administrator.

  2. Click on AR System Administration Console.

  3. From the AR System Administration Console, click on Application to expand.

  4. Click on Users > Groups > Roles to expand.

  5. Click on Users to open the User (Search) window.

  6. Right click anywhere in the user search window, then select New Request to open the User (New) window.

  7. Enter the Login Name and Full name. For Group List, click the arrow icon, then select the group. Set the License Type to Fixed.

  8. Click Save.

Upgrading the connector

As of Connector Pack 2.5, the agtrem and pxrem connectors deprecated agtrem7/ pxrem7 (Remedy 7.x), agtrem75/ pxrem75 (7.5), agtrem76/ pxrem76 (7.5+). The agtrem6 and pxrem6 (Remedy 6.x) connectors are obsolete.

When you use setup to perform an upgrade, the deprecated connectors will be moved to the backup directory, inside the directory for the global Connector Pack or Bravura Security Fabric instance.

Ensure that the appropriate connector is selected in a custom install, or perform a complete installation.

You may need to reconfigure some target system settings and/or event actions; for example:

  1. You are using "Remedy Action Request System 7.5 (Ticket)" (pxrem75) from Connector Pack 2.4.1.

    You have configured event actions to execute this command:

    pxrem75.exe -cfg pxrem.cfg

  2. After upgrading to Connector Pack 4.+, the pxrem75 connector is moved to the backup folder because it is deprecated.

  3. Reconfigure the target system to use type: "Remedy Action Request System 7.5+ (Ticket)" (pxrem)

    Modify the event actions to execute:

    pxrem.exe -cfg pxrem.cfg

If you still want to use the deprecated connector, you can use the binary that came with your previous Connector Pack version, or copy the deprecated connector from the backup directory to the agent directory and use the loadplatform program to re-add the agent; for example:

loadplatform -a agtrem75.exe

Targeting a Remedy server

For each Remedy Action Request System server, add a target system in Bravura Security Fabric (Manage the System > Resources > Target systems).

  • Type is Remedy Action Request System 7.5+ .

  • Address uses the name of the AR System server or the IP address.

    If the Remedy server is not configured to use the default port, you can specify the port number in the target system address.

    If you set the port, the Remedy connector will use the transmission control protocol (TCP) method to connect. If you do not specify the port, the remote procedure calls (RPC) method will be used.

    The address is entered in the following syntax:

    {server=<server>;port=<port>;}

  • Administrator ID and Password identify the target system administrator you configured earlier.

Handling account attributes for agent operations

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 the appropriate version of Remedy Action Request System from the Manage the system > Resources > Account attributes > Target system type menu.

The following numeric type attributes have a select list of definable values:

Attribute

Possible values

License Type

0 Read

1 Fixed

2 Floating

Full Text License Type

0 None

1 Fixed

2 Floating

Default Notify Mechanism

0 None

1 Notifier

2 Email

When Bravura Identity is used to create an account, values for group list and application license type are copied from the template account’s user form by default; however, Bravura Identity will be unable to set the application license type attribute if the maximum number of users for the license type already exists in Remedy.

If you create custom fields that are required on the user form in Remedy, you must set the sequence number to -1 when you create account attributes for those fields in Bravura Identity . This will allow the attributes to be used when a new account is created.

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

In this section: