Remedy Action Request System (Ticket)
Connector name |
|
Connector type | Executable with script |
Type (UI field value) | Remedy Action Request System 7.5+ (Ticket) / Remedy Action Request System 9.0+ (Ticket) |
Target system versions supported / tested | Bravura Security Fabric uses 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. |
Installation / setup | Interface programs are installed in the interface directory. Modify the sample pxrem*.cfg scrip t 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
See also
HELP DESK SYSTEMS > Remedy Action Request System shows you how to use the agtrem connector to perform operations.
Preparation
Before you begin:
Ensure that you install the Remedy AR API DLLs if required for the connector.
Configure a target system administrator.
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.
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.
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.
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:
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.cfgAfter upgrading to Connector Pack 4.2.0, the pxrem75 connector is moved to the backup folder because it is deprecated.
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
Bravura Security Fabric provides the option of using the ticket 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.
For each Remedy Action Request System server, add a target system in Bravura Security Fabric (Manage the System > Resources > Target systems).
Remedy Action Request System 7.5+ (Ticket)
If the Remedy AR System is older than version 9.0:
Type is Remedy Action Request System 7.5+ (Ticket)
Ticket targets are grouped under IT Service Management Systems .
Address uses options described in the table below.
Administrator ID and Password identify the target system administrator you configured earlier.
Option | Description |
|---|---|
Options marked with a | |
Server | The name of the AR System server. (key: server) |
Port | 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. (key: port) |
Language | You can specify the language used for various error messages, sorting of strings, and formatting of date and time information, in the format for example ja-JP or fr-CA. If language is not specified, the default is US English. (key: language) |
Form | The AR System form where the interface will look for and update data. (key: form) |
The address is entered in KVGroup format:
{server=<serverName>;port=<portNum>;form=<formName>;[language=<language>-<territory>;]}
Remedy Action Request System 9.0+ (Ticket)
If the Remedy AR system is version 9.0 or newer:
Type is Remedy Action Request System 9.0+ (Ticket)
Ticket targets are grouped under IT Service Management Systems.
Address uses options described in the table below.
Administrator ID and Password identify the target system administrator you configured in earlier.
Option | Description |
|---|---|
Options marked with a | |
Server | The IP address/domain name of the server. (key: server) |
Port | The port number of the server. (key: port) |
Connection over SSL | Select to enforce SSL connections. (key: ssl) |
Validate the server’s certificate when connecting | Determine whether to validate the server’s security certificate for SSL connections. Default is true. (key: checkCert) |
HTTP Network Proxy | Specifies a proxy URL to use for connecting. (key: proxy) |
Advanced | |
Form for creating ticket | The AR System form where the interface will create tickets. (key: createForm) |
Form for searching ticket | The AR System form where the interface will search tickets. (key: createForm) |
Form for updating ticket | The AR System form where the interface will update tickets. (key: updateForm) |
Field holding ticket number | The ticket number field used for the AR System forms. (key: ticketNumber) |
Field holding entry id | The entry ID field used for the AR System forms. (key: entryID) |
The address is entered in the syntax:
{server=<serverName>;port=<portNum>;ssl=true|false;checkCert=true|false;proxy=<proxyServer>;createform=<createFormName>;searchform=<searchFormName>;updateform=<updateFormName>;ticketnumberfield=<ticketNumberID>;entryidfield=<entryID>;}
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 Remedy Action Request System, you must write the configuration file for the appropriate interface program. Modify the sample script included in the samples directory, and copy it to the \<instance>\script\. 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, you enter the program name or the target ID you set up in earlier. In both cases, the program looks for the default script with the matching name:
Target type | Interface program | Script file name |
|---|---|---|
Remedy Action Request System 7.5+ (Ticket) | pxrem.exe | pxrem.cfg |
Remedy Action Request System 9.0+ (Ticket) | pxrem9.exe | pxrem9.cfg |
You can write an alternative .cfg file; for example when you have multiple targets of the same type. When you configure an event, you specify the file using the -cfg parameter; for example:
pxrem.exe -cfg myfile.cfgor
MYREMEDY -cfg myfile.cfg
The pxrem program can search tickets based on multiple search terms. The search terms are combined so that the match record must match all search terms. When multiple tickets are found, it returns the first matching ticket.
Requirements
For Remedy Action Request System, the key-values shown in the table below must be included in the associative array used by the initializeInterface function. If you do not use a ticket target to configure events, you must define the variables shown in the table below in every Remedy ARS script.
The pxrem program uses ISO formatted dates for input/outputs. Dates must be input in UTC time. Dates are output in local time with timezone specifier; for example:
2011-02-02 15:47:25 (GMT-05:00)
Key | Description of the value |
|---|---|
adminid | The target system administrator ID. This user will frequently attach to the ARS database. |
adminpwd | The password for the target system administrator. |
language | The language being used – default is NULL for English. |
form | The ARS form where the interface will look for and update data. |
server | The name of the ARS server. |
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.