This blog is not about configuring BMC Atrium (data) Integrator. Instead I wanted to blog about how Atrium Integrator trouble tickets get routed to the SME's. However if you're reading this because you want to understand AI then look here first:
For this blog I just want to refer to Atrium Integrator for what it does. Its function is defined as a method to transfer data from various sources into data store structured within the AR SCHEMA.
BMC has chosen the PENTAHO technology after researching alternatives and found this Java based tool to best qualify for data transfers. This means that AI can be used to import data into any form of the AR Schema. It does not necessarily mean that any issue encountered with the transfer will be related to Atrium Core data stores or AR Server configuration.
Data transfers with Atrium Integrator intended for the CMDB data store are created via the Atrium Integrator console. Assignment of issues related to this is easy: BMC AtriumCore Support.
It diversifies from there. Other BMC Remedy Applications can also receive data by using the Atrium Integrator. Asset Management, Change Management and other apps can get data by adding transformation mappings with the Pentaho Spoon client. These will still show up as jobs in the Atrium Integrator console and have the ability to be triggered or run by scheduler. Any PENTAHO plugin issues can be resolved by AR Server support and Atrium Core support, but not if the trouble is with the data mapping itself. Atrium Core or AR Server support teams are not going to be familiar with the requirements of applications outside of their respective support boundary. For example if the destination form for data is SRM or Incident Management then sending support tickets to Atrium Core support or AR Server will be rerouted to SRM or Incident Management anyway.
We always try to achieve the fastest resolution possible. That is true for any issue and applies to any group within BMC Support organization. Customers may not see it that way because their ticket seems to be getting any attention at first and that is also our concern. Our internal routing of tickets is not transparent externally. This very experience is the reason for my blog post today. We want to work with the community and that requires communication.
This is what I want to achieve with this post today. Anyone that needs support with Atrium Integrator can help with the routing of the issue using the following logic:
|If issue is with feature in:||Best BMC Support Team Assignment:|
|Spoon Client (not application specific)||AR Server or UDM|
|Pentaho Plugin (KETTLE)||AR Server or UDM|
|Creating AI Jobs or Schedules with existing jobs in AI Console||Atrium Core|
|AROutput, ARInput, ARXInput methods||AR Server or UDM|
|UDM forms in general|
|Carte Server install and configuration||AR Server|
|AI Users/Roles and Permissions||Atrium Core|
|UDM Users/Roles and Permissions||UDM|
|AIE to AI job migration tool||Atrium Core|
Installation of Atrium Integrator Server or Client
|Midtier related issue with AI console access||Atrium Core or AR Midtier|
|Application specific support other than CMDB Core forms||Application team that owns the destination form.|