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Remedy ITSM

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The world is quite a different place right now, and BMC wants to help you navigate some of these new challenges. This month, we cover the following topics:

 

Note: For COVID-19 response resources from BMC, see https://communities.bmc.com/community/covid-19.

Tools to support your organization working from home during the COVID-19 pandemic

During the current crisis, much of your organization might be required to work from home. People who are not used to working remotely can face more challenges than usual, but you can provide tools to help them solve problems on their own or more easily get in touch with the service desk.

 

BMC Digital Workplace provides a modern self-service platform and a service catalog. As shown in the following diagram, you can place BMC Digital Workplace in your DMZ so that employees can access it without getting on the VPN.

DWP_Deployment_Architecture19.11.png

This approach can help employees who run into issues accessing the VPN. They don't need to be on the VPN to find knowledge articles about how to access the VPN, or to file a ticket to request access or report an issue. For more information about this deployment, see High availability deployment for production (in the product documentation) and Giving your remote workforce access to Digital Workplace (a Communities post).  If you're just getting started, take a look at this configuration example of replacing the Request Entry Console in BMC Service Request Management.

 

BMC Digital Workplace can help in other ways during this COVID-19 crisis. For example, you might create a bundle of offerings for remote employees who need a specific set of equipment (for example, VPN access, video and audio conferencing equipment, and a hotspot WiFi device). With the external users feature, a municipality might offer services such as prescription or grocery delivery to seniors and immunocompromised residents.

 

BMC also offers products that can improve communication between your employees the help desk. Some users prefer a chat interface—perhaps even more when practicing social distancing. With BMC Live Chat, end users can chat with service desk agents. From the Live Chat portal, end users can start a chat, as shown in the following screenshot.

Live Chat Portal.png

Agents can then chat through Smart IT. From the chat conversation, an agent can create a new incident request or update an existing request. For more information about BMC Live Chat, see the Live Chat documentation.

 

Another product, BMC Helix Chatbot, helps users self-help and submit requests. BMC Helix Chatbot integrates with both BMC Helix Business Workflows and BMC Digital Workplace Advanced. For more information about BMC Helix Chatbot, see this Orientation topic in the documentation or watch the Connect with Remedy Helix Chatbot webinar.

 

For information about integrating either chat application with BMC Digital Workplace, see Integrating BMC Digital Workplace with a BMC chat application.

 

Remedy ITSM and Helix ITSM can also help your company manage the new challenges we face. Due to the shift in employees working remotely, you may have an influx of emails to your support centers . In addition to handling approvals by email, Remedy ITSM and Helix ITSM can record and update incidents and work orders by email. If you haven't yet set up these capabilities, see Record creation and updates by email and Configuring email-based approvals. For a solution, read Handling an Influx of Help Desk Emails or watch the 5 1/2-minute video Handling an Influx of Help Desk Emails.

 

Through technology, BMC wants to help you meet the needs of your customers and employees.

COVID-19 Response: All BMC Education Courses Available Online

As the world is experiencing the increasing impact of the COVID-19 virus, we recognize that our customers, partners, and employees are being challenged in new and extraordinary ways. We want to help you continue learning and expanding your expertise. See our post on Communities to learn how BMC Education is responding to our customers' needs.

BMC Helix ITSM / Remedy ITSM User Experience Beta Program

We’re inviting you to get a sneak peek at what BMC is working on in terms of User Experience enhancements for our BMC Helix ITSM / Remedy ITSM solutions. You’ll have an opportunity to engage directly with BMC product experts, product management, and R&D to help validate and provide feedback on the new user experience capabilities BMC Helix ITSM / Remedy ITSM. For more information and how to register, see our BMC Communities post.

Remedy Version Support Dates

The following Remedy versions are nearing a change in support status. You can see version support status for all recent versions here.

VersionSupport StatusRelease DateFull Support End DateEnd of Support Date
9.1.03Full Support8-Jun-178-Jun-208-Jun-22
9.0.01Limited Support27-Aug-1530-Apr-1830-Apr-20
9.0.00Limited Support30-Apr-1530-Apr-1830-Apr-20

SAP Crystal Reports Viewer removed from Remedy AR System

With the announcement of the product obsolescence of BMC Analytics on March 30, 2020, BMC had also announced that SAP Crystal Reports Viewer integration with Remedy AR System (Remedy Mid Tier) is withdrawn. Starting with the obsolescence date (March 30, 2020) of that integration, BMC does not support this integration and BMC is no longer contractually entitled to distribute the SAP Crystal Reports Viewer software. BMC has already removed the SAP Crystal Reports Viewer software from Remedy AR System 20.02. As of March 30, 2020, BMC also replaced older versions of the Remedy AR System installers available on the BMC Electronic Product Download (EPD) site with versions without SAP Crystal Reports Viewer files, or removed older, unsupported versions of Remedy software. If you have configured the integration with SAP Crystal Reports Viewer, your existing Remedy AR System installation is not affected. However, if you perform a new installation of Remedy AR System (Remedy Mid Tier), Crystal Reports Viewer files are not available. For more information about the removal, see the Removal of SAP Crystal Reports Viewer from Remedy AR System Communities blog. For reporting purposes, we recommend that you use Remedy Smart Reporting or BIRT (Web) report with Remedy Mid Tier.

Upcoming and recent webinars

Webinar

Date
RSSO Kerberos Configuration Best Practices & TroubleshootingApril 8
Archiving Best Practices & TroubleshootingApril 22
Smart Reporting: Best Practice Basics for Building ReportsMay 6
Smart Reporting: Best Practices for Advanced Report CreationMay 20
Mid-Tier & Tomcast Best Practice Configuration for PerformanceJune 10
RSSO Multi-Tenancy Configuration Best PracticesJuly 15

 

If you don't catch the live webinar, you can view the recording. Check out some of these recent webinars:

Additional resources

Other issues of Hot Off The Press (Be sure to follow to receive alerts about new issues!)

Connect with Remedy webinar series information

Remedy and Discovery YouTube channel (Subscribe Now!)

What's New In Support

Remedy product line cumulative hot fixes—Refer to KA#000164912 (You must be logged in to Support Central to view the knowledge article.)

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With every feature release we deliver a set of enhancements that are based on ideas from our customer community. Now that the BMC Helix ITSM / Remedy ITSM 20.02 feature release is fully available, I'd like to summarize which ideas are addressed in this release. Please note that this summary includes ideas that were delivered to SaaS customers already as part of the 19.11 release.

 

The number of ideas addressed in 20.02 is certainly not as high as with previous feature releases. As discussed in our recent Connect with Helix ITSM / Remedy webinar about the 20.02 release, the product team has used a significant portion of the R&D capacity to further improve our security processes, to proactively update a number of 3rd-party libraries, and to significantly extend our test automation scope.

 

The following ideas have been delivered with version 20.02:

 

ITSM Applications

Quicker way of finding latest related incident of a knowledge article by Kent Sjölund

SmartIT: open ticket in new tab with middle mouse button by Alexander Schmidt

Remedy Smart Reporting - Change Default Role For User Syncronization Process by Rodrigo Mercado

 

AR System

Support WebHooks with BMC Remedy (e.g. for RocketChat integration)?  by Roland Bruegger

 

Smart IT

Show Approval History of Service Requests in Smart IT even after they got approved by Tamara Ehmoser and

Smart-IT Add Approval information to Activity Feed in Service Requests  by Markus Liebhold

I would like to see short direct URLs to entries (incidents, KB articles, ...) by Geoff Endresen

 

 

I want to use the opportunity to thank all community members who contribute new ideas to the BMC Community and who are voting on existing ideas. While managing ideas from creation to delivery is a collaborative activity where many people are involved, most importantly I'd like to thank the community members who submitted these ideas. This helps BMC tremendously to understand needs of our customer base.

 

Peter Adams

Sr. Director, Product Management

 

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With the announcement of the product obsolescence of BMC Analytics on March 30, 2020, BMC had also announced that SAP Crystal Reports Viewer integration with Remedy AR System (Remedy Mid Tier) is withdrawn.

 

Starting with the obsolescence date (March 30, 2020) of that integration, BMC does not support this integration and BMC is no longer contractually entitled to distribute the SAP Crystal Reports Viewer software.

 

BMC has already removed the SAP Crystal Reports Viewer software from Remedy AR System version 20.02.

 

Your existing Remedy AR System installation is not affected if you have configured the integration with SAP Crystal Reports Viewer. However, if you perform a fresh installation of version 20.02 of Remedy AR System (Remedy Mid Tier), Crystal Reports Viewer files are not available.

  • When you perform a fresh installation of version 20.02, the Crystal Reports Viewer libraries are not included. However, the optional BOXI settings continue to appear on the installation screen.
  • When you upgrade to version 20.02, the Crystal Reports Viewer libraries that are already installed in the previous version are still available.
  • In the previous versions, if you have installed Crystal Reports by using the MidTierCombined.war or MidTierCombinedWithRSSOAgent.war file, and you upgrade to Remedy Mid Tier 20.02 by using the installer, the existing Crystal Reports integration will not work.
  • For Microsoft Windows, Remedy Mid Tier version 20.02 WAR file does not include the MidtierCombined.war file. It includes a Midtier.war file, without Crystal Reports Viewer.
  • Starting with version 20.02, the AR System ODBC driver is not available out-of-the-box. For information about manually configuring the AR System ODBC driver, see the knowledge article on BMC Communities, How to manually configure AR System ODBC drivers on 64-bit Windows Operating System?

 

For reporting purposes, it is recommended to use Remedy Smart Reporting or BIRT (Web) report with Remedy Mid Tier.

 

As of March 30, 2020, BMC will also replace older versions of the Remedy AR System installers available on the BMC Electronic Product Download (EPD) site with versions without SAP Crystal Reports Viewer files, or remove older, unsupported versions of Remedy software.

 

If you do not have a backup copy of the older versions of Remedy AR System you are currently using, we recommend that you download the required versions before March 30, 2020.

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Many of our customers have raised the question on how we can expose IT Service Management to the remote workforce.

 

High level steps

  1. Create Web Server in the corporate DMZ to ITSM solution
  2. Configure Single Sign On for the Web Server
  3. Complete User Testing of new Web Server with the ITSM solution
  4. Announce deployment of solution to your workforce

 

Architectural Diagram

ITSM @2x.png

Resources

 

Have a question, make a comment below

 

For broader picture, see COVID-19 Response Resources

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I am excited to share the addition of a brand new solution theme to BMC Helix Multi-Cloud Service Management (MCSM). With MCSM 20.02, you can now enable the prebuilt integration between Remedy IT Service Management (ITSM) and IBM QRadar Security Information and Event Management (SIEM) to create incidents in Remedy ITSM whenever an offense is generated in QRadar SIEM. After the incident is created in Remedy ITSM, the offense and incident are automatically updated to keep them in sync whenever they are changed. You can view the details of the offense in Smart IT, share notes between the offense and the incident, and also open the offense from the ticket details and activity notes section.

 

  • Automatic incident creation from TrueSight Operations Management events
  • Automatic change request creation and activity note sync from Azure DevOps
  • Automatic update of field values of mapped fields between Jira and Remedy ITSM
  • Update the state of Azure alerts automatically from Remedy ITSM incident

Screen Shot 2020-03-05 at 9.39.51 PM.png

 

Screen Shot 2020-03-05 at 9.40.51 PM.png

For more information on 20.02 enhancements:

20.02 enhancements - Documentation for BMC Helix Multi-Cloud Service Management 20.02 - BMC Documentation

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We have a lot of great information in this month's Hot Off the Press newsletter, so read on to get updates on the latest Remedy and Helix releases, some very important notifications and more!

This month, we cover the following topics:

Remedy IT Service Management 20.02 is now available

The 20.02 release delivers exciting new capabilities for Remedy. Some capabilities were delivered to Helix ITSM subscribers as part of the 19.11 release, and with the 20.02 release are also available on premise. Enhancements in this release include the introduction of webhooks to send real-time event notifications to external systems from the AR System server and new REST API endpoints to retrieve menu metadata. Remedy Full Text Search (FTS) and Multi-Form Search (MFS) support exact matches for quoted strings, thus bringing notable improvements in the search results. CMDB includes a graphical query builder for a search query. This release for Smart IT includes significant Ticket Console and UI enhancements to improve the display of tickets and latest published knowledge articles. Additionally, the enhanced version of Smart Reporting includes an option to track automation of work orders and visualize results in the Automation Dashboard. BMC Helix Multi-Cloud Service Management enables you to automatically create a Remedy ITSM incident when an offense is generated in QRadar SIEM. The Service Desk application and Smart IT now allow customers to manage these incidents as security incidents.

 

The Remedy 20.02 release includes many more additional product enhancements and fixes. For detailed information about the enhancements in this release and the list of issues that have been corrected, see the release notes for each component:For information on the Digital Workplace 20.02 and Helix 20.02 releases, see the release notes for each product.

Crystal Reports changes for Mid Tier 20.02

As of March 30 2020, BMC Software will no longer be licensed to redistribute the Crystal viewer libraries with the Mid Tier installation. Beginning with Mid Tier version 20.02, neither the Mid Tier war files nor the ARSystemSuite installer will install the Crystal viewer libraries that are required to integrate Mid Tier with Crystal Reports Server or with BOXI. For more information, see KA000186584. You might consider using Smart Reporting. For more information, see the Remedy Smart Reporting documentation.

SameSite cookie support for BMC products integrated with Remedy Single Sign-On

To help protect users from Cross-site Request Forgery, several browsers (such as Google Chrome version 80) are starting to enforce default cross-site cookie settings or are changing the way cross-site cookies are handled. Remedy Single Sign-On uses cookies to ensure that your users are able to seamlessly access all integrated applications. As browsers implement changes to their default SameSite attributes, cross-site cookie requests will not be sent. As a result, your users will be prevented from accessing your applications. To continue to use Remedy Single Sign-On with newer browser versions, you must do the following:

  • Use the secure HTTP (https) protocol for all of your applications.
  • Upgrade to Remedy Single Sign-On 20.02.
  • Set the following configuration options in Remedy Single Sign-On:
    • Enable Secure Cookie
    • Use Cross Site Cookie

 

For instructions, see Configuring settings for Remedy SSO server.

 

Note: If you subscribe to BMC Helix (SaaS), no action is required. BMC will update your configuration.

 

For more information about SameSite cookies and browser enforcement, see this Chromium blog post and this web.dev article.

Upcoming and recent webinars

Register for webinars, if you can attend them live. The following webinars are happening in March:

After the webinar, you can watch the recording. Recordings are available for all of the following recent webinars:

Additional resources

Other issues of Hot Off The Press Follow to receive alerts of new issues

Connect with Remedy Webinar Series Information

Remedy and Discovery YouTube Channel Subscribe Now

What's New In Support

Remedy product line cumulative hot fixes – Refer to KA#000164912 (you must be logged into Support Central to view the KA).

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Welcome to our February newsletter!

This month, we cover the following topics:

Planning to upgrade to BMC Service Request Management 19.08? Make sure to get the latest cumulative hot fix

If you are planning to upgrade to BMC Service Request Management 19.08, contact BMC Support and ask for the latest cumulative hot fix. For details of the issue addressed, review the related Knowledge Article.

Use our new secure file transfer to send files to BMC Customer Support

BMC has changed the way that customers upload their files to our BMC FTP site.  Effective immediately, if you need to send files or log files that to BMC Customer Support, you should use the new SFT process (Secure File Transfer).  You can find instructions on how to upload files with SFT, along with our 2 other methods for uploading files (attaching files <2GB to the support case or emailing them to BMC Customer Support) in this BMC Communities article.  All previous anonymous FTP uploads were disabled as of Feb 3, 2020.

Blog posts from Support

Every month, Support writes blog post in BMC Communities.  Read our recent blog posts:

Recent webinars

Check out our most recent webinars:

Additional resources

Other issues of Hot Off The Press Follow to receive alerts of new issues

Connect with Remedy Webinar Series Information

Remedy and Discovery YouTube Channel Subscribe Now

What's New In Support

Remedy product line cumulative hot fixes – Refer to KA#000164912 (you must be logged into Support Central to view the KA).

Peter Adams

ITSM Beta Program Plans

Posted by Peter Adams Moderator Jan 15, 2020
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Something new and exciting is in work for the AR System platform and ITSM solution, as we look at improving our ITSM user experience and giving customers more flexibility in tailoring and extending our ITSM UI (Smart IT). I can't share a lot of details right now, but you'll soon have an opportunity to learn more about this.

 

We plan to start a fairly extensive beta program in the March/April time frame for a first release of this capability with our Aug release cycle. Please stay tuned for the official beta program announcement. I always recommend to follow the BMC Customer Programs (Beta Program) page, so that you get proactively notified about all new beta programs.

 

Thanks,

 

Peter Adams

Sr. Director, Product Management

Remedy and BMC Helix ITSM

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Happy New Year and welcome to the first Hot Off the Press newsletter of 2020!

This month we cover the following topics:

Plan for upcoming product support dates

If it's been a while since you last upgraded Remedy IT Service Management or Remedy with Smart IT,  be aware that some versions will reach End of Support or Limited Support this year.  Support dates for all products are located on BMC Support Central here.

 

Product

VersionSupport dateSupport status
Remedy IT Service Management Suite9.0.00April 20, 2020End of Support
Remedy IT Service Management Suite9.0.01April 20, 2020End of Support
Remedy IT Service Management Suite9.1.03June 8, 2020Limited Support
Remedy with Smart IT1.6.00May 31, 2020End of Support
Remedy with Smart IT18.05June 18, 2020Limited Support

 

Version 19.08 is the most recent on-premises release for Remedy IT Service Management and Remedy with Smart IT.  You can find more information about this release here.

Proactive Service Resolution

Check out our webinar Reactive to Proactive: End-to-end Service Management on January 15, 2020 10:00am Central Time. You can register for the webinar ahead of time. Or if you miss the live session, you can watch the recording. In this session Darius Wallace covers how you can move from Reactive to Proactive with End-to-End Service Management, and what it means to go beyond just being more proactive.  Darius reviews tangible steps to take and approaches that connect knowledge of your environment all the way through the operations/governance side, so that you can get in front of problems before they happen and prevent your end users from experiencing outages.

Troubleshooting issues with deploying packages

To help reduce the effort of collecting the right logs, we developed Troubleshooting Guides to walk you through enabling the necessary debug logs and identifying the information to collect after the problem has been reproduced. There is a guide for each of the major problem areas encountered with Deploying Packages. These guides include the top knowledge articles (KAs) and videos for Deploying Packages. Check out our latest Troubleshooting Guide on Deployment Packages in our online documentation:


Upcoming and recent webinars

Register for webinars, if you can attend them live. The following webinar is happening soon!

After the webinar, you can watch the recording. Recordings are available for all of the following recent webinars:

Additional resources

Other issues of Hot Off The Press Follow to receive alerts of new issues

Connect with Remedy Webinar Series Information

Remedy and Discovery YouTube Channel Subscribe Now

What's New In Support

Remedy product line cumulative hot fixes – Refer to KA#000164912 (you must be logged into Support Central to view the KA).

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Welcome to December's ITSM Blog Post. In this Blog post we will learn how we can Use BMC Asset Management to create purchase requisitions to order items needed to resolve incidents or complete change requests. This section also discusses how to receive and return items represented as configuration items (CI's).

 

A Purchase requisitions is created as the first step to order items and software licenses

 

1) Creating a Purchase requisitions: From the Purchasing console select Functions -- Create requisitions

Fill in the required details as shown in the screen shot below.

BGPST1.png

 

 

 

For the complete details of the information required refer to the document below.

 

Creating purchase requisitions

 

NOTE: If Installation Needed flag is set to Yes, BMC Remedy Asset Management can automatically generate a change request from a purchase requisition

(for example, purchasing a laptop for a new employee).

 

If you are ordering an item which is already present in the catalog click on the Tab “Select Configuration”

 

 

 

If not, alternatively you can manually add the line Item, following the steps provided in the following document.

 

Specifying purchase items manually

 

In this example we would be adding the line item Manually

 

When you click on the Add button the Line Item Information Page is displayed.

 

NOTE: The Status field is read-only. The status of the line item changes depending on at what stage the line item is in its lifecycle.

 

If you selected one of the software CI types in in the CI Type+ list, click the License Certificate tab to search for or enter certificate information.

In the Application Administration Console, under Application Settings > Asset Management > Advanced Options > Rules, on the Config CI Rules screen in the License Certificate tab, if you set Auto Receive Certificate to Yes, and if the Software Contract ID and License Type fields are filled in when the purchase order is placed, the system automatically creates a license certificate. If you set Auto Receive Certificate to Yes and enter the certificate ID, the system does not create a license certificate; it links to the existing certificate.

 

Purchase requisition states

 

A purchase requisition can be in any of the following states:

  • In Preparation — The requester is modifying the purchase requisition.
  • Pending Pricing — The purchase requisition has been routed to purchasing for pricing.
  • Quote In Progress — The purchase requisition is in purchasing and is being priced.
  • On Hold — The requester or the approver suspended the purchase requisition.
  • Pending Approval — The purchase requisition is pending approval. In this state you can reduce the quantity of items or remove items. You cannot add new items.

 

 

Once the Purchase request is submitted, optionally you can select “Request Pricing” in that case the status of the request moves from “In Preparation ”  to “Pending Pricing” and then it can be moved to “Quote in Progress” depending on the Actual status of the purchase requisition.

 

 

 

Once the Negotiation on Pricing in done you can either select Submit for Approval or you can Select Hold or Cancel.

NOTE: The “Quote in Progress” gets re-enabled once it is submitted for Approval.

In case the Request is rejected, then in can re-enter the negotiation cycle again.

 

 

IMPORTANT: Please note that the Supplier Information in the line Item is filled correct.

If the Supplier information is not present in the Line Item details or if the estimated Price is not provided, the Purchase Requisition will remain Stuck in the “Pending Pricing” status, even after the request is submitted for Approval.

 

 

The Approval tab shows for whom the approval has been generated.

 

 

 

 

The Approval Request goes to the Manager for whom the Line item has been Requested for.  In this case Mary Mann

 

Mary Mann can now Approve/Reject the Request from the Approval Central.

 

 

 

Once the request is Approved, the Status of the Purchase Request is set to Approved.

 

 

Once the Purchase Requisition is Approved, a new Purchase Order is created which can be searched using the Requisition ID,

from the Purchasing Console Function -- Search Order

 

 

Click on View tab to View the Order details.

From the Order details page one can Place the Order or Cancel it.

 

When the Order is placed an email, notification is sent to the Vendor using the details present in the request.

 

 

 

 

 

2) Receiving the Line Items

 

 

After you have placed the purchase order with the supplier, the next step is to receive the items from the supplier. When items are received

From the Application fly out menu Navigate to the Asset Management -- Receiving console.

Search using the Order ID or the Purchase Order Number.

 

In order to receive the CI , enter the quantity of the CI that you want to receive , in the Received Quantity column and click on Receive Tab

 

 

 

The Total Received Qty column is updated with the number of received items. The number you specify is cleared from the Rec Qty column.

If you receive the entire Required Quantity, the line item disappears from the Receiving console.

Also, the status of the Order is set to “Partially received” till all the Required Qty has not been received.

 

 

When the CI’s are received a respective entry for the same is created in the CMDB in the respective class

 

NOTE: If the PO line item is a Software CI such as Product, Package, Operating System, Software Server, or System Software, the receiving process does not generate CIs as other CI Types.

 

 

As you can see the CI created from the Purchase Order follows a Naming convention.

 

 

The naming convention used is partNumber_orderID_requiredQty. For example, items received as part of PO 123, for part number xyz with a required quantity of 10, the bulk item record will be saved with the name xyz_123_10. With the new naming convention, searching for the received bulk items from the Receiving console is faster and more convenient.

Items with the same Line Item are received as a single CI, and the quantity is updates as per the received quantity.

For partially received orders, when you receive the remainder of the order, the quantity of the existing CI is updated to include the additional quantity received.

 

Returning/Replacing purchase items

If you have inspected an item but have not yet marked it as received, you can return/replace it.

For example, you might want to return an item because it arrived damaged or is no longer needed.

 

 

 

From the Receiving Console, search for the order line items waiting to be received and select the Item you want to return.

Click on the Return Tab

In the Return Item Information dialog box, from the Type list, select Return/Replace.

Selecting Return indicates that you are returning the item and canceling the request for the item.

You can replace the items that you return. First, contact the supplier and arrange for a replacement of the return. Then, mark the item for replacement in the Return dialog box.

 

In the Quantity to Return field, reduce the number of items have yet to be received.

This number cannot be greater than the number remaining to be received.

 

In the Reason for Return field, provide a reason for the return and click on OK

 

If you return the total number of items remaining to be received, on the Receiving console, the item is removed from the table. If you return fewer items, the Required Qty value is reduced by the number you return, but the line item remains in the Receiving console.

 

 

Returning purchase items from a CI

If an item has been received and a CI was created for it, a configuration administrator can return or replace the item from the CI.

From the Asset Management Console search for the Specific CI that needs to be Returned. From the Functions Select Returns.

 

In the Return Receipts dialog box, click Create.

In the Return Information dialog box, from the Type list, select whether you are returning or replacing the item.

In the Quantity to Return field, specify the number of items being returned or replaced.

This number cannot be greater than the number remaining to be received.

In the Reason for Return field, provide a reason for the return and click on OK

 

 

Common Problems Faced

 

  1. A corresponding CI is not created when the Item is received from the receiving console.

The process starts with an escalation “AST:LPI:Delete_Esc” It runs at an interval of every 1 minute and delete the record from the AST:PurchaseLineItem_Processing form.

The filter “AST:LPI:ReceiveItems_900_CallGuide” which is configured to execute on Delete action triggers and call the filter guide “AST:LPI:ReceiveItems ” Following four filters in the guide are responsible to create the asset CI

AST:LPI:ReceiveItems_000_CreateAsset`!

AST:LPI:ReceiveItems_000_CreateAsset_1

AST:LPI:ReceiveItems_000_CreateAsset_2

AST:LPI:ReceiveItems_000_CreateBulk`!

 

So, make sure that the escalation is enabled and running correctly. Try changing the escalation pool for better performance.

 

 

2.Status of Purchase Requisition is stuck in 'Pending Pricing' even after clicking on Submit for Approval

If you submit purchase items that are missing either the estimated price or the

supplier name, their status changes to Pending Pricing.  Make sure that the correct Supplier name as well as the estimate pricing information is present in the line item.

 

 

 

Thank you for going though Blog, feel free to provide you valuable input.

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We have several important updates for you as the year draws to a close. Check them out in this holiday edition of Hot Off the Press!

This month we cover the following topics:

 

Digital Workplace and Helix 19.11 releases are now available!

The 19.11 versions of BMC Helix Digital Workplace and BMC Helix SaaS products have been released! BMC Helix Digital Workplace Basic 19.11 and BMC Helix Digital Workplace Advanced 19.11 have been released for both on-premise and SaaS customers.BMC Helix ITSM 19.11 has been released only to Helix (SaaS) subscribers. Remedy ITSM is available for on-premise customers on a semi-annual release cycle with releases in February and August with the next release, 20.02, scheduled for February, 2020. Effective with version 19.11, Smart Reporting content is in its own documentation space. There is no version 19.11 deployment space for Remedy ITSM, because this is a SaaS-only release and is deployed by BMC SaaS operations. BMC Helix Platform 19.11, BMC Helix Integration Service 19.11, BMC Helix Business Workflows 19.11, BMC Helix Chatbot 19.11 and BMC Helix Multi-Cloud Service Management 19.11 have been released and are SaaS-only products.

 

Smart Reporting version 19.02 (and earlier) includes third-party license expires December 31, 2019

When this third-party license expires Smart Reporting will no longer work. Please see this notification on BMC Communities for more information and how to resolve this issue.

 

Use our new secure file transfer to sending files to BMC Customer Support

BMC has changed the way that customers upload their files to our BMC FTP site.  Effective immediately, if you need to send files or log files that to BMC Customer Support, you should use the new SFT process (Secure File Transfer).  You can find instructions on how to upload files with SFT, along with our 2 other methods for uploading files (attaching files <2GB to the support case or emailing them to BMC Customer Support) in this BMC Communities article.  All previous anonymous FTP uploads will be disabled as of Feb 3, 2020.

 

Hot fix for BMC Digital Workplace comment notifications

BMC Software has identified an issue with comment notifications for service requests in BMC Digital Workplace 19.05 and 19.08. Please see our BMC Communities post for more information.

 

Troubleshooting issues with approvals

To help reduce customer effort, we have developed Troubleshooting Guides to help ensure that we collect the right logs & information the first time and avoid having to go back and forth with multiple requests for logs.  Using Root Cause codes, the Troubleshooting Guides are written for the top problems reported by customers. These guides also contain the top knowledge articles and videos for this product component. Check out our latest Troubleshooting Guides on Approval Server that have been added to our online documentation:

 

You can find additional information in the following popular knowledge articles and videos:

 

Latest and upcoming webinars

Register and join us for our December 18th webinar, Live Chat in Smart IT. The following recent webinars are available for playback at your convenience:

 

Additional resources

Other issues of Hot Off The Press Follow to receive alerts of new issues

Connect with Remedy Webinar Series Information

Remedy and Discovery YouTube Channel Subscribe Now

Support What's New

Remedy product line cumulative hot fixes – Refer to KA#000164912 (you must be logged into Support Central to view the KA).

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Remedy Smart Reporting versions 19.02 and earlier (19.02, 18.x, 9.x) have an embedded third-party software license that will expire on December 31, 2019.

 

When the third party license expires, Remedy Smart Reporting will no longer work. To resolve this issue, renew the license as outlined in Knowledge Article 000134221, “Remedy Smart Reporting 9.x/18.x/1902 Versions License Expires By End Of Year 2019.”

 

This is not related to nor does it affect your BMC product license for Remedy Smart Reporting.

 

No action is required for SaaS customers (Remedy OnDemand / BMC Helix ITSM).

 

Best regards,

 

John Weigand

R&D Sr. Program Manager

BMC Software

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Agile DevOps with BMC Helix Multi-Cloud Service Management 1911!!!

 

2020 is just around the corner and on behalf of the entire Multi-Cloud Service Management team, I would like to wish you all a very happy holiday season. Thank you all for being an important part of our world.

Multi-Cloud Service Management 19.11 comes with power-packed new features enhancing capabilities for incident consolidation, cloud monitoring, and DevOps themes. Specifically-

  • Pre-built incident consolidation between Remedyforce and ITSM
  • Integration with any custom AR application w/ AR System Connector
  • Automatic status updates between Azure Alerts and ITSM incidents
  • Share activity notes using Salesforce Chatter

Screen Shot 2019-12-03 at 5.00.18 PM.png

 

Need more information on BMC Helix Multi-Cloud Service Management?

Product page on BMC.com: Multi-Cloud Service Management - BMC Software

Product Documentation: https://docs.bmc.com/docs/multicloud

What’s new in 19.11: https://docs.bmc.com/docs/multicloud/19-11-enhancements-823430327.html

 

Screen Shot 2019-12-03 at 5.02.41 PM.png

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@@Welcome to November’s ITSM Blog post.  In this Blog, we will be discussing Service Level Management Architecture and Troubleshooting Tips.

 

 

The BMC Service Level Management (BMC SLM) application provides a combined solution to bridge operations and services. BMC SLM provides a way to review, enforce, and report on the level of service provided to ensure that adequate levels of service are delivered in alignment with business needs at an acceptable cost.

 

The practice of Service Level Management (SLM) gives assurance to the service consumer that a provider will deliver a level of service that meets their needs. The purpose of the SLM practice is to set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets.

 

WHAT IS   Service Level Agreements (SLA's)

 

An SLA is defined as a documented agreement between a service provider and a customer that identifies both services required and the expected level of service. SLA's are used to measure the performance of services from the customer’s point of view, and it is important that they are agreed in the wider business context.

 

 

Primary Components of SLM

 

 

 

Configuration: User interface and workflow needed to configure service targets, agreements, contracts, templates, and other options.

 

Data sources and plug-ins: The data sources based on AR System use the native AR System interface to communicate with the main BMC SLM data repository

 

SLM Engine: A C++ binary that runs under the armonitor service and creates the filters to process service targets for AR System data sources

 

 

BMC SLM data model

 

The SLM data model comprises of the following main components:

 

  • Definition or configuration component forms – Stores information about the definition of service targets, agreements, contracts, milestones, and actions.

 

 

Real-time processing forms Used for calculations of measurements, compliance, and triggering milestones.

 

After the service targets and agreements are defined, the “processing” data model of SLM can be addressed. This includes service target processing, milestones, and compliance processing. The forms in this component are:

 

 

For real time trouble shooting problems related to SLM we would need more in-depth understanding of the flow and activities performed in the

Real time processing form.

 

 

The forms in this component are:

 

  • SLM:Measurement: This form tracks the measurement records and the performance of a service target, recording the latest service target status and the timestamps of the changes. Different types of information are stored on this form. All the information is related to service target processing.
  • SLM:MeasurementChild: This form tracks each change in state on the measurement for performance monitoring and availability service targets, such as from available to unavailable: Because each change in state is known, SLA compliance can, at any time, calculate the compliance performance of each service target for a review period to sum up their contribution to the SLA compliance percentage.
  • SLM:EventSchedule: This form tracks when events  should execute. Each record in this form has a timestamp indicating when a event should execute and for which instance of service target and application.
  • SLM:SLACompliance: This form tracks all the compliance calculations. A record is created in this form for each agreement, review period, and contract combination. As each review period completes, the record is marked as done and a new one is started.
  • SLM:ComplianceHistory: This form tracks compliance data for each service target contained in an agreement.

 

  • Application Administration Console forms – Used to store preferences and other administrative information.

Administrators use the forms in the BMC SLM administration console to configure items for the definition and processing modules.

The administrator can configure these items before setting up service targets and agreements, because they might not frequently change.

 

 

Form

Description

SLM:ConfigDataSource

UI and repository for all the data sources that work with SLM. Any AR System form that needs to work with BMC SLM will have an entry in this form. Other significant configuration settings related to the data sources are also stored in this form. In conjunction with the back end form SLM:Object, all forms working with the BMC SLM application needs to be registered with their own GUID.

SLM:ConfigGoalTypes

Repository for mapping of internal goal types to user-defined goal labels. Users see labels such as Incident Response Time, Incident Resolution time, but the application works off the goal types to be able to process the service target accordingly.

SLM:ConfigPreferences

Stores general application settings that apply across the product, including the service target identification prefix and location of log files.

SLM:ConfigReviewPeriods

Stores review periods that users select in the agreement definition to determine the time spans for compliance calculations.

SLM:ConfigSLAGroups

Stores the service target groups information for the service target group feature that is specific to request-based service targets.

SLM:ConfigSLAOwners

Stores “aliases” or names for groups of user IDs that can be used in alert actions. This enables emails and alerts to be sent to a group.

SLM:ConfigSLMComments

Stores pre-configured comments created by users to add to their measurement and compliance records. Comments typically include reasons for missing a compliance or goal.

 

 

 

Service Level Management BRIE Engine configuration

 

The main function of the Business Rule Interpretation Engine (BMC SLM Engine) is to interpret stored rules when they are created to construct the filters needed to implement these rules. The engine is written in C++ and runs continuously as a Microsoft Windows process or a UNIX daemon under armonitor. The command line to start the engine is in the armonitor.cfg and starts when AR System starts.

 

Along with the BMC SLM engine, the Application Dispatcher (arsvcdsp) engine acts as a "command controller" for all engines running under AR System. It receives commands queued in the Application Pending form and sends a signal to "wake up" the engine that needs to process each command, based on the category

BR-BRIE is the category of this command and Create-Rule is the command received by the engine. When a filter executes this command, an entry is created in the Application Pending form. This triggers the Application Dispatcher engine to evaluate this command and trigger the BMC SLM Engine to start processing.

 

The dispatcher is installed as part of AR System and works with any engine that runs under armonitor.

 

 

 

BRIE Service Configuration Check

 

This section shows the key point to check in order to ensure BRIE service will be up and running.

 

AR System Server Group Operation Ranking form

 

Open the AR System Server Group Operation Ranking form and search for Operation = Business Rules Engine, Admin server should be ranked 1 for this operation.

 

armonitor file

 

Log into Admin AR Server and open the armonitor file:

 

Windows: ARSystemServerInstallDir\Conf\armonitor.cfg

UNIX: etc/arsystem/serverName/armonitor.conf

 

Make sure you have the following lines defined and uncommented:

 

Windows: "C:\Program Files\BMC Software\BMCServiceLevelManagement\bin\slmbrsvc.exe"

UNIX: /opt/bmc/BMCServiceLevelManagement/bin/slmbrsvc.sh

ar file

 

Log into Admin AR Server and open the ar file:

 

Windows: ARSystemServerInstallDir\Conf\ar.cfg

UNIX: /opt/bmc/ARSystem/conf/ar.conf

 

Make sure you have the following lines defined and uncommented:

 

Windows:

  • Business-Rules-Engine-Suspended: F
  • Plugin-Path: C:\Program Files\BMC Software\BMCServiceLevelManagement\bin
  • Plugin: omfobjiefilapi.dll
  • Plugin: arfslasetup.dll

 

UNIX:

  • Business-Rules-Engine-Suspended: F
  • Plugin-Path: /opt/bmc/BMCServiceLevelManagement/bin
  • Plugin: libomfobjiefilapi.so
  • Plugin: libarfslasetup.so

 

NOTE: Business-Rules-Engine-Suspended parameter must be “F” in the admin server and “T” in all other servers in the group.

 

 

 

BRIE dll, so and application files

 

Log into Admin AR Server and open the bin folder:

 

Windows: BMC Software\BMCServiceLevelManagement\bin

UNIX: /opt/bmc/BMCServiceLevelManagement/bin/

 

Windows:

  • arfslasetup.dll
  • arfslasetupexe.exe
  • omfobjie.exe
  • omfobjiefilapi.dll
  • slmbrsvc.exe

 

UNIX:

  • libomfobjiefilapi.so
  • libarfslasetup.so
  • omfobjie
  • slmbrsvc
  • slmbrsvc.sh

BRIE Engine Running on a Private Queue

 

This section shows how to configure BRIE Engine to run on a private queue.

 

Advantages:

 

  • Performance improvement by running BRIE server on private queue instead of through Admin queue which is default for BRIE server; running on private queue will eliminate potential for resource contention with other applications and Admin activities using Admin queue.

 

  • Configuring BRIE server to run on private queue has been used successfully to resolve conditions causing crash of BRIE server with no other change necessary.

 

  • When BRIE server is running on private queue, it is very simple to isolate BRIE server activity in ARServer logs as the private queue will be identified as RPC Client.

 

Login to Admin server and go to Applications > AR System Administration > AR System Administration Console > System > General > Server Information > Ports and Queues tab

 

Add the following queue:

 

Log into Admin AR Server and open the ar file, add the following parameter and restart ar server

 

BR-RPC-Socket: 390625  

 

Common Issues in SLM

1) Service Target stay in 'Build in Progress"

What to do when a service target is getting stuck in “Build in Progress” status?

 

 

 

 

Step 1:

Review the following parameters in the AR configuration files:

 

  1. ar.cfg
    1. Server-directory: C:\Program Files\BMC Software\ARSystem\ARServer\Db
    2. Multiple-ARSystem-Servers: T
    3. Business-Rules-Engine-Suspended: F (Business-Rules-Engine-Suspended: T means service slmbrsvc is running but suspended, thus SVT cannot be built. That’s why you need to change it to F.)

 

Example:

 

 

  1. armonitor.cfg

 

  1. "C:\Program Files\BMC Software\BMCServiceLevelManagement\bin\slmbrsvc.exe" -d "C:\Program Files\BMC Software\ARSystem" -m
  2. "C:\Program Files\BMC Software\BMCServiceLevelManagement\bin\slmcollsvc.exe" -d "C:\Program Files\BMC Software\ARSystem" -m -c

 

Verify that both files slmbrsvc.exe and slmcollsvc.exe are on their corresponding paths.

 

Example:

 

@

 

 

Step 2:

Review the arerror.log and search for entry errors with BRIE or SLMCOLLSVC.

For example:

 

BRIE : Authentication failed (Remedy Application Service)  ARERR – 623

SLMCS : Authentication failed (Remedy Application Service)  ARERR – 623

BRIE : Cannot establish a network connection to the AR System server (clm-aus-t48u6y.bmc.com : RPC: Miscellaneous tli error - System error (Socket error - 10055))  ARERR – 90

Special users (Distributed Server,Remedy Application Service,MidTier Service) : Remedy Application Service password is wrong:

 

 

The Above errors in this example can be then rectified by resetting the Application Service Password.

 

https://communities.bmc.com/docs/DOC-98209

 

 

Verifying Issues related to Milestone Notification Not being Sent.

 

1) SLM Milestone note being sent.

 

There are duplicate SLM milestone notifications being sent.

 

2) Duplicate Milestone Notification being Sent

 

There are duplicate SLM milestone notifications being sent.

 

 

Thank you for going though Blog, feel free to provide you valuable input.

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One year ago the inaugural edition of our Hot Off the Press Newsletter was published!

As we celebrate our first birthday, we cover the following topics:

Fixes available for Remedy Mid Tier security vulnerabilities

BMC Software has identified and fixed Mid Tier vulnerabilities including Remote Code Execution and Reflected Cross-site Scripting. Remedy Mid Tier 9.0, 9.1, 18.05, 18.08, 19.02, and 19.08, all versions, service packs, and patches are affected by these vulnerabilities. See our BMC Communities post for more information and access to the hot fixes.

Recent and upcoming webinars

There's still time to sign up for upcoming webinars.

 

WebinarScheduled date
Java Performance MonitoringNovember 6
Consuming REST API for IntegrationNovember 20
Live Chat in Smart ITDecember 18

 

If you don't catch the live webinar, you can view the recording. Check out some of our recently recorded webinars:

TrueSight videos

If you use TrueSight for Proactive Service Resolution, you might find these videos helpful. Check out the TrueSight Best Practices Webinar Series. The following are a few webinars from the series:

 

Subscribe to the following YouTube channels:

New education offerings

The BMC Helix Add-Ons 19.x: Fundamentals Administering instructor-led course will introduce you to the configuration and use of BMC Helix Chatbot, BMC Helix Cognitive Automation, and BMC Helix Multi-Cloud Service Management.  For more information and to register for this course see this link and for the BMC Certified Associate: Helix Add-Ons 19.x Online Exam see this link. The following new subscription options include both instructor-led and web-based training:

Remedy ITSM Solution performance resources

Looking to improve performance? Read through the following knowledge articles about Best Practice Configuration:

 

You can find performance benchmarks and tuning in the BMC Remedy ITSM Deployment documentation:

Additional resources

Other issues of Hot Off The Press Follow to receive alerts of new issues

Connect with Remedy Webinar Series Information

Remedy and Discovery YouTube Channel Subscribe Now

Support What's New (YouTube Channel links and Top KAs)

Remedy product line cumulative hot fixes – Refer to KA#000164912 (you must be logged into Support Central to view the KA).

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