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Having recently installed an 18.08 system, it was noticed that the Chat icon was not present (missing) although the integration to "openfire" was done during the installation of SmartIT.

I could see the services for SmartIT and openfire running correctly, and there were no errors in the associated application logs that were pointing to anything wrong with the installation.

 

Relying on past experience here, there a a number of Knowledge Articles available that point to use of uppercase characters in the configuration for the server names that have in the past caused issues with the Virtual Chat (openfire) and Remedy/SmartIT integrations.

These Knowledge Articles point to configuration settings within openfire and local configuration file settings - however with the latest versions of Remedy, the configuration files are no longer present so how do I validate that my settings are correct and where are they now?

 

This is where the value of the Communities and the associated Blog posts come to power.

As of version 18.05, BMC included OOB a "Centralized" Configuration Console for the Server Group further centralising the configurations and extending on the previous consoles:

 

Connect with Remedy - Using the Server Group Dashboard Webinar - Recorded Session

Centralized configuration - Documentation for Remedy with Smart IT 18.08 - BMC Documentation

Disabling Openfire chat - Documentation for Remedy with Smart IT 18.08 - BMC Documentation

 

As the BMC Documentation (Wiki) refers to this in the "Disabling Openfire chat", then this is a good place to start with looking at the settings (power of deduction in play here).

 

Before I headed over to the Centralized Configuration (AR System Server Group Console), I first need to check that the "openfire" settings for the "xmpp.domain" value align with what the previous Knowledge Articles refer to - which is to have the Server names in "lowercase" across the configurations.

Why you may ask, well this is due to programming languages primarily being "case sensitive" although applications may not be - it depends on the application and how the developers have handled the case sensitivity.

 

So, step 1 is to validate my openfire settings.

 

The openfire console can be accessed from the local port (default 7001) [Example: http://bmcdwpsmartit.mps.com:7001/ ].

I headed to the Server > System Properties section and updated the value for the "xmpp.domain" to the lowercase equivalent. [Note: my Server names by default entered in Uppercase as this is how they are configured in Windows and my domain controller]

 

 

With step 1 completed, I headed on over to the AR System Server Group Console to complete step 2:

 

 

As I am looking for the configuration mentioned in the BMC Documentation, I selected the "Server Group Configuration" option in the left hand menu.  For the "Work On Component Type", as I am looking at the SmartIT options, I select the "com.bmc.arsys.smartit" object from the list and click "Load Settings":

 

 

I am now presented with all the settings associated with SmartIT.  To help narrow down the options, I use the function to reduce the list to what I am looking for by using the "Find Setting Matching" = chat .  This presents a more workable list of options:

 

 

I can see that the following settings for chat have uppercase characters for the Server name:

 

  • chat.server.boshURL
  • chat.server.cm.host
  • chat.server.domain

 

** Before I make any setting changes, I create a backup of the settings using the "Backup Configuration" button.**

 

I select these option for editing by clicking the "Add To Update Settings" button.

Individually selecting each row, I update the setting by placing the new value into the "Update Selected Rows With Value" box and clicking the "Update" button.

Once I have validated the settings to be correct, I click the "Save All Rows" button to commit my changes.

Looking at the settings, I can see that my values are now inline with what I am expecting - lowercase characters for the Server names.

 

 

Now that my configurations for both openfire and SmartIT look correct, I restart both Services and navigate back to the SmartIT Console.

 

Success - I can now see my chat icon being present and my user icon now being green.

 

I can start a chat and don't receive the dreaded "spinning wheel icon" in the chat window.

Note:  If you do experience the "spinning wheel icon" in the chat window, this is usually an indication that your openfire settings are correct, but the Remedy settings need to be adjusted.

 

 

With a centralised configuration, I no longer need to hunt down individual configuration files to update - a great new feature now included OOB that appears to have spawned from the following document by Douglas Reif

 

Remedy Server Group Administration Console for 9.1.04 (unsupported)

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Please join Bob as he presents on Remedy AR System Licensing Overview during the May 2019 webinar.

 

In this session he will cover what types of licenses are available in the AR System, how licenses are consumed (and released), how to observe and track license usage, as well as more advanced topics like Server Group and AR client behavior as they relate to licensing.

 

Robert Poulos is a Lead Product Developer

 

Below is the recording from the live webinar including Q&A asked during the event.  The recording is also available as a podcast on iTunes.

 

 

Additionally, you can find questions discussed during the webinar session in an attachment or on this online document.

 

Presentation References

 

Subscribe to the BMC Helix Remedy & Discovery Youtube Channel

https://www.youtube.com/c/BMCRemedyandDiscovery

 

Licensing Overview

 

Working with BMC Remedy AR System licenses

 

License types for users to access BMC Remedy AR System server

 

Releasing Floating Licenses to a license pool

 

For more information, or if you have questions, please contact Gregory Kiyoi or Jeff Hudson

Remedy AR System  Remedy ITSM  CMDB  Discovery  Digital Workplace

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BMC Helix Multi-Cloud Service Management 1902 is live NOW!!!

The development teams and IT operations teams of most organizations use different tools to manage and track their efforts. This disparity in tools presents a challenge to implementing DevOps practices across an organization. BMC Helix Multi-Cloud Service Management aims at addressing the challenge of integrating tools used by the IT operations teams and those used by development teams.

 

Screen Shot 2019-03-07 at 6.17.33 PM.png

 

When organizations utilize services from multiple vendors, managing incidents across multiple ticket management systems presents a challenge to effective service management. BCM Helix Multi-Cloud Service Management facilitates efficient service management by integrating Remedy IT Service Management (ITSM) with cloud service providers (for example AWS, Salesforce etc.).

 

Screen Shot 2019-03-07 at 6.41.22 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

Please feel free to reach out if you have any additional questions.

Gregory Kiyoi

Support What's New

Posted by Gregory Kiyoi Employee Mar 6, 2019
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BMC Helix Immersion Days, Silicon Valley | September 16-18, 2019

Take part in this three-day immersive experience on the future of service management:

 

  • Find out what’s new in the BMC Helix Suite of Solutions
  • Dive into practical, hands-on solutions labs
  • Discover best practices for today’s modern and evolving service management industry
  • Meet with experts and peers and hear case studies, tips and tricks for digital transformation success
  • Network and unwind at our reception and party
  • Access to 1:1 Executive meetings and to  our Product Management and  R&D experts
  • Over 70+ speaking sessions
  • 6 Persona Tracks: Helix End User Experience, Helix Agent Experience, Helix Developer Experience, Helix Ops Experience, Helix Remedyforce & UX Research and Design
  • Hands on Solutions Labs: Helix Digital Workplace, Helix ITSM, Helix Cognitive, Helix Discovery, Helix Development, Helix Business Workflow & Helix Remedyforce

_____________________________________________________________________________________

Self Service Resources Available 24 hours a day

Remedy and Discovery YouTube Channel Subscribe Now

Learn something new today and check out the latest videos and recorded webinars.

 

Support Product Pages

You can find information about documentation, support lifecycle dates, knowledge base articles, community forums, youtube videos and other resources all in one place.

 

Hot Off the Press Newsletter

 

Connect with Remedy Webinar Series Information

 

Top viewed knowledge articles

Run into an issue, and trying to self-solve? We might have a knowledge article (KA) for that. Check out these new communities posts to see the top viewed KAs for the last quarter:

These posts will be updated regularly to help you find top trending KAs.

Register for BMC Helix Immersion Days

discount code: earlybird

 

BMC Helix Immersion Days, Silicon Valley | September 16-18, 2019

Take part in this three-day immersive experience on the future of service management:

  • Find out what’s new in     the BMC Helix Suite of Solutions
  • Dive into practical,     hands-on solutions labs
  • Discover best practices     for today’s modern and evolving service management industry
  • Meet with experts and     peers and hear case studies, tips and tricks for digital transformation     success
  • Network and unwind at     our reception and party
  • Access to 1:1 Executive     meetings and to  our Product Management and  R&D experts
  • Over 70+ speaking     sessions
  • 6 Persona Tracks: Helix End User     Experience, Helix Agent Experience, Helix Developer Experience, Helix Ops     Experience, Helix Remedyforce & UX Research and Design
  • Hands on Solutions Labs: Helix Digital     Workplace, Helix ITSM, Helix Cognitive, Helix Discovery, Helix     Development, Helix Business Workflow & Helix Remedyforce
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March brings us new releases, new classes, new videos and much more. Read on!

This month, we cover the following topics:

19.02 releases are now available

The 19.02 releases of Remedy ITSM Suite, BMC Digital Workplace, BMC Helix Platform, BMC Helix Business Workflow and BMC Helix Integration Service are now available! If you did not receive the proactive notification emails last week and want to receive these notifications in the future, go to the BMC Support website, login, select  My Support > Product Alerts (Proactive Notifications), and enroll. Please join the Remedy product management team in March’s Connect with Remedy Webinar to hear about what's new in Remedy 19.02. Click here to register for the webinar.

Smart IT 18.05 and 18.08 performance fixes

To prevent and address Smart IT performance problems on versions 18.05 and 18.08, follow the steps and apply the fixes as explained in Knowledge Article KA 000163544 (Spanish version KA 000163593).  In addition, we highly recommend that any customers currently on Smart IT 18.08, also apply patch 1, which was released in NovemberFor more information about patch 1, click here.

Latest Remedy hot fixes

We created a knowledge article that provides FTP locations for the latest Remedy product line cumulative hot fixes. To download the latest hot fixes, please refer to KA#000164912 (you must be logged into Support Central to view the KA).

Latest education offerings

BMC Education offers web-based training (WBT) and instructor-led courses. The following are some of the latest education offerings:

Remedy with Smart IT 1.4 now in Limited Support

Remedy with Smart IT version 1.4 is now in Limited Support. To review what Limited Support means, see https://www.bmc.com/support/resources/bmc-product-support-policy.html.BMC recommends that customers move to a fully supported version. Our latest release, 19.02, is fully supported for 3 years. Version 19.02 includes the following enhancements:

  • The Smart IT chat function supports swarming by providing a new set of functions to facilitate this collaborative approach to ticket resolution. The new command line option within the Chat UI enables you to get more information about the ticket and to get suggestions that might help to resolve an issue.
  • You can now copy change requests, so that you can easily create new change requests that are similar to the already existing change requests.
  • Users with only the knowledge viewer permissions to access the Knowledge Console.
  • Smart IT now provides more information about Status Reason changes in the Activity notes.
  • And more – For the complete list, click here.

Blog posts about BMC Digital Workplace

The Digital Workplace Support team recently wrote some great new blog posts about Digital Workplace Catalog.  Digital Workplace Catalog allows you to design your workflow to determine what happens  when you submit a service request. It integrates seamlessly with Remedy IT Service Management through its built-in connectors, and with Integration Service you are able to connect to a range of other systems. But what if the system you want to connect to is simply not available or if you need to extend the functionality beyond the Digital Workplace Catalog core components? That’s where Remote Server Integration comes in. These two blog articles will help you to get started: how to set up the server, define the interface, and even more importantly, these articles explain you how to get the most out of the Remote Server Integration:

Check out these other new useful blog posts, too:

Latest videos

Have you subscribed to the Remedy and Discovery YouTube channel? If not, you might have missed some of our latest videos:

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

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It’s now close to 4 years since Remedy Smart Reporting was first introduced as part of Remedy 9 to deliver a modern web and mobile user experience for ITSM in-app reporting. One of the big design choice we made for Remedy Smart Reporting was adhering to Remedy permission model when extracting data. This design also aligned with Smart Reporting as an in-app reporting tool and helped Customers avoid setting up parallel permission model for data extraction in Smart Reporting (eventually helping customers with faster RoI). AR JDBC was technology enabler to ensure what users see on Remedy screen is what users see in Smart Reporting reports, dashboards and so on.

 

Smart Reporting wins hands down when it comes to self-service reporting, intuitive data model, slick UI and great visualization. But as it happens often in our lives, some things are too good to be true. While underlying AR JDBC had distinct advantages when compared to data warehousing or ETL, this layer is proprietary to Remedy. Which meant, each capability in this AR JDBC is purpose built code by BMC engineers. On other hand, as users maturity rose, users started looking for complex querying capabilities in AR JDBC; something equivalent to database’s native query capabilities. However, combining database’s query capabilities with AR JDBC was not possible in our view.

 

Alternatively, we kept enhancing AR JDBC functions incrementally in Smart Reporting releases. And soon realized that R&D resources for bridging this gap between AR JDBC functions and database’s native functions were a bottleneck. We started thinking of some new approach for expanding support for functions in Smart Reporting. While ultimate aim was to enable users create advanced reports with use of complex queries, we also wanted to leverage underlying database’s query capability for this (and without compromising Remedy permission model).

 

 

What excites us now with Smart Reporting 19.02 version

 

I am happy to share that in 19.02 Smart Reporting release, you have now access to many more database’s native functions.

 

This is done with a tweak in querying in AR JDBC. In summary, you first define in AR form as which all database function you plan to use (we have done this for you). And then in Smart Reporting go ahead and use these functions with a query predecessor string ‘DBFN’. When AR JDBC sees DBFN string followed by defined database function, it will send this query straight to underlying database and retrieve results. A short and simple use case demo for this can be seen below where ‘datepart’ function for Microsoft SQL server is used for extracting ‘Year’ and ‘Week of the year’ from a date field.

 

https://youtu.be/yw2BtV-C_0s

 

More specifics of this new capability is available in Bhushan Desai's  blog post that includes list of database functions supported for Freehand SQL as well sample AR JDBC compliant SQL https://communities.bmc.com/groups/get-started-with-smart-reporting/blog/2019/02/25/database-functions-support-in-smart-reporting-with-enhanced-ar-jdbc

 

We are looking forward to you trying this new capability in 19.02 release. As always, we are welcoming your questions, comments (and appreciation ).

 

I can’t conclude this post without acknowledging The specified item was not found. that keeps us on toes with different use cases. Also, I want to acknowledge many of the technical experts at BMC who responded to these challenges and realized the ‘unthinkable’. Thanks to all of you!

 

PS: Smart Reporting 19.02 release delivers a lot more new capabilities than just the new powerful query capability in AR JDBC. Check this blog post from Suresh Kumar Palivela where he has mentioned other exciting new capabilities in Smart Reporting in 19.02 release

https://communities.bmc.com/groups/get-started-with-smart-reporting/blog/2019/02/26/whats-new-in-smart-reporting-1902

 

 

Smart Reporting 19.02 Release Notes - https://docs.bmc.com/docs/itsm1902/19-02-enhancements-841096841.html#id-19.02enhancements-BMCRemedySmartReportingenhancements

 

Remedy Suite 19.02 List of Enhancements - https://docs.bmc.com/docs/itsm1902/19-02-enhancements-841096841.html

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As part of BMC Remedy Smart Reporting 1902 release, we have embedded our OEM partner Yellowfin 8.0 version. In addition to the features offered in Yellowfin 7.3 version, the following features are added in Yellowfin 8.0 version which are available in Smart Reporting 1902 release.

BMC Remedy Smart Reporting 1902 includes Yellowfin 7.4 and Yellowfin 8.0 features.

 

 

Smart Reporting 1902 New Features/Enhancements

 

S.No.Smart Reporting 1902 / Yellowfin 8.0 FeatureDescription
1Story

New Collaboration feature with advanced interactive capabilities.

With Stories, users can share and have a dialogue about their business metrics, and provide external context that happens outside their data and human narrative without the need for external tools, such as email, or third-party documents. Stories merges visual analysis with text, so you can perform long form analysis, in a collaborative environment, by including reports, images, videos, with text. The simple UI enables you to tell a story, much as you would be writing a blog post with ease.

2Import / Export WizardUI experience for end user is changed.
3Automated Data Discovery

Automated Insights automatically provides immediate answers without the user having to dig through all their data searching for the exclusive piece of insight.

 

There are two types of insights.

Instant Insights – This is designed for End User. Advanced algorithms instantly carry out the work of expert data analysts, providing users with automated insights based on the relevance of their data. Business users will be able to use this functionality effortlessly on their charts with minimal effort. With the click of a button, they can choose to get a deeper explanation of the data they are seeing, or compare data on a chart to understand differences.

Assisted Discovery - This is designed for Report Writers. A new Smart Analysis button has been included in the report builder. This allows users to perform assisted data discovery with the help of a new Insight Wizard.

4Bookmarks and SnapshotsBookmark/Snapshots icon has been shifted to the left side of the report output page
5Conditional Formatting OptionsEnhanced the conditional formatting rules. In a single rule itself, we can apply cell background color, font color and font styles
6More number of icons in Report CanvasMore number of conditional icons added in Report builder.
7Conditional widgets on Report canvas

Create conditional rules using canvas widgets, such as charts, text, images and shapes on the canvas.

For example, we can hide charts when a rule's condition is matched.

8ViewsNavigation Changed from Admin Console to Browse section
9Tool tipsThe tool tip has been updated to display more information, and be more interactive. The interactive features include performing auto analysis, filtering content, and data drilling.

 

For detailed information about the above mentioned features, refer to the BMC documentation.

BMC Remedy Smart Reporting version 19.02 enhancements - Documentation for BMC Remedy IT Service Management Suite 19.02 -…

 

You might want to refer to the attached pdf that lists all the features available in Yellowfin 7.3.

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Smart Reporting 19.02 release added valuable enhancement in AR JDBC and users can leverage all RDBMS functions with enhanced AR JDBC.

Report writer can run and use any database function in Smart Reporting by using Freehand SQL editor for creating custom reports.

It might not be obvious to everyone which DB functions are really going to work with Smart Reporting and therefore providing some list of MS-SQL and Oracle database functions that user can execute.

 

Using direct database function in Smart Reporting - many business use case can now be achieved.

Examples -

  • Use case of getting first and last work-log entry for specific Incident.

 

Native Database SQL
AR JDBC Compliant SQL
Comments

SELECT Incident_Number,

LEAD(assigned_group, 1, 0) OVER (PARTITION BY Incident_number ORDER BY assigned_group DESC NULLS LAST) LEAD_Assigned_Group,

LAG(assigned_group, 1, 0) OVER (PARTITION BY Incident_number ORDER BY assigned_group DESC NULLS LAST) LAG_Assigned_Group

FROM aradmin.hpd_help_desk_assignment_log

WHERE incident_number='INC000000000001' and Assignment_type != 1000

ORDER BY incident_number, assigned_group DESC;

SELECT `Incident Number`,

dbfn('lead;over;partition by;order by',5,'#KWD#(',`Assigned Group`,1,0,'#KWD#)',1,'#KWD#(',1,`Incident Number`,3,`Assigned Group`,'#KWD#desc','#KWD#)') Lead_Assigned_Group,

dbfn('lead;over;partition by;order by',5,'#KWD#(',`Assigned Group`,1,0,'#KWD#)',1,'#KWD#(',1,`Incident Number`,3,`Assigned Group`,'#KWD#desc','#KWD#)') Lag_Assigned_Group

FROM `HPD:Help Desk Assignment Log`

WHERE `Incident Number`='INC000000000001' and `Assignment Type`!= 1000

ORDER BY `Incident Number`, `Assigned Group` DESC;

For this type of AR JDBC SQL - a new option Advanced Authoring is supported by Remedy Smart Reporting. After you enable this option, you can use the SQL Query editor to write database queries for creating reports.

 

  • Ranking function to provide a rank to a set of rows in a partition.

 

Native Database SQL
AR JDBC Compliant SQL
Comments

select Assignee,COUNT(Incident_Number) NumberOfInc,

RANK() over(partition by Assigned_Group  order by COUNT(Incident_Number) desc) RANK

from HPD_Help_Desk where Assignee is not null

group by Assignee

select `Assignee`,COUNT(`Incident Number`) NumberofInc,

dbfn('rank;over;order by count',2,'#KWD#(','#KWD#)',1,'#KWD#(',5,'#KWD#(',`Incident Number`,'#KWD#)','#KWD#desc','#KWD#)') RANK

from `HPD:Help Desk` where `Assignee` is not null

group by `Assignee`

For this type of AR JDBC SQL - a new option Advanced Authoring is supported by Remedy Smart Reporting.

After you enable this option, you can use the SQL Query editor to write database queries for creating reports.

 

 

 

List of database functions for Freehand SQL - 

 

SQL

Oracle

CAST

LEAD

CONVERT

LAG

ROW_NUMBER

CONCAT

RANK

REPLACE

DENSE_RANK

INSTR

NTILE

TRANSLATE

CHARINDEX

LPAD

CONCAT

MONTHS_BETWEEN

DATALENGTH

ADD_MONTHS

LEFT

LAST_DAY

LEN

EXTRACT

LOWER

NEXT_DAY

LTRIM

TO_NUMBER

REPLACE

CAST

REPLICATE

GREATEST

REVERSE

 

RIGHT

 

RTRIM

 

SPACE

 

STR

 

STUFF

 

SUBSTRING

 

TRANSLATE

 

TRIM

 

UPPER

 

DATEADD

 

DATEDIFF

 

DATENAME

 

DATEPART

 

DAY

 

MONTH

 

YEAR

 

QUARTER

 

STUFF

 

PATINDEX

 

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Please join Vlad for an introduction to Hierarchical Groups and Best Practices during the April 2019 Connect with Remedy webinar.

 

In this session he will cover an introduction to Hierarchical Groups (HG), configuration, and troubleshooting. You will learn about what is HG, when to use it, and best practices for configuration of the permission model.  Also troubleshooting of common issues and how to resolve will be covered.

 

Vladimir Katsman is a Lead Product Developer

 

Below is the recording from the live webinar including Q&A asked during the event.  The recording is also available as a podcast on iTunes.

 

 

Additionally, you can find questions discussed during the webinar session in an attachment or on this online document.

 

Presentation References

 

Subscribe to the BMC Helix Remedy & Discovery Youtube Channel

https://www.youtube.com/c/BMCRemedyandDiscovery

 

Hierarchical groups: Using a parent group for permission inheritance

 

ITSM data access model enhancements in version 9.1

 

ITSM Data Access Model Documentation

 

Row Level Security

 

For more information, or if you have questions, please contact Gregory Kiyoi or Jeff Hudson

Remedy AR System  Remedy ITSM  CMDB  Discovery  Digital Workplace

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In this recorded webinar Cameron and Juliet will review the available self-solve resources that are available.  These resources are available 24x7 and allow for you to self-solve questions, issues, and expand your product knowledge as well.

 

Juliet Hughes is a Senior Manager, Technical Support

Cameron McConnell is a Senior Manager, Technical Support

 

Below is the recording from the live webinar including Q&A asked during the event.  The recording is also available as a podcast on iTunes.

 

 

 

Presentation References

 

Subscribe to the DSM Remedy & Discovery Youtube Channel

https://www.youtube.com/c/BMCRemedyandDiscovery

 

BMC Communities

 

BMC Documentation

 

BMC Support

 

 

For more information, or if you have questions, please contact Gregory Kiyoi or Jeff Hudson

Remedy AR System  Remedy ITSM  CMDB  Discovery  Digital Workplace  HR Case Management

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Overview

BMC Helix Multi-Cloud Service Management is an exciting, new SaaS product from BMC. One of the biggest issues for IT organizations today is how to allow their development teams to work in an agile development process, using the DevOps tools such as Jira Software, Azure DevOps, and CA Agile Central (formerly: Rally) that make them productive, while still having IT governance over the work that is happening.

 

BMC Helix Multi-Cloud Service Management provides the ability to tightly integrate ITSM processes with those key DevOps processes, allowing for visibility and collaboration from either side, all in a cloud-delivered solution!

 

How BMC IT Succeeded with Multi-Cloud Service Management

BMC IT had a real problem on their hands. They needed an easy way to effectively collaborate between the service desk and developers. Developers improve the products based on reported incidents and also fix defects. BMC IT uses Remedy ITSM for their Service Desk processes and uses CA Agile Central to track user stories and defects for their development teams. Before BMC Helix Multi-Cloud Service Management, the transfer of information was tedious and error prone.  Reports needed to be run to identify the records that should be sent to Agile Central for the development team to work on, and then the records needed to be manually entered into the system.   Collaboration between the developers and the service desk was not easy and was being done in an ad hoc manner via email. BMC IT needed a solution, so they decided to evaluate the capabilities of BMC Helix Multi-Cloud Service Management.

 

BMC Helix Multi-Cloud Service Management provides some key capabilities that the BMC IT team was looking for to solve their problems.   BMC IT needed a solution that would provide the following capabilities without the need to code:

 

  • Out of the box integration with Agile Central that just works.

  • Automated transfer of incidents based on configuration policies (rules).
  • Tight User Interface integration with Smart IT to show details about the Agile Central issue.

  • Ability for bi-directional collaboration and to track responses in the system for auditability.

  • Dynamically create different types of issues in Agile Central based on data in Remedy ITSM, which would be stored in custom ITSM fields.

  • Dynamically select the appropriate Agile Central project based on the business service stored in Remedy ITSM on the incident.

  • Ability to view changes in Agile Central that are coming from Remedy ITSM and converted into the actual values used in CA Agile Central.

 

How does BMC Helix Multi-Cloud Service Management solve these key requirements from BMC IT? Let's take a look!

 

Tight integration with Smart IT for Service Desk agents

BMC Helix Multi-Cloud Service Management provides BMC IT service desk agents with the ability to see data from Agile Central within Smart IT.  Smart IT includes a section of the screen that displays the details from CA Agile Central.  The contents of the section are completely configurable and can include both out of the box fields and custom CA Agile Central fields.  BMC IT make use of this capability to allow their service desk agents to view the details of what the development team is doing, without having to go into Agile Central.

 

Bi-directional collaboration

BMC Helix Multi-Cloud Service Management makes it easy for BMC IT service desk agents to collaborate with developers.  Service desk agents can identify if an activity note should be shared with the developer working in Agile Central and vice versa.   Shared activity notes provide history and auditability on the discussions that are no longer lost in emails.   

 

Dynamic data transfer without coding

The other capability that BMC IT needed was for the transfer of data be dynamic, based on information provided in Remedy ITSM.   In some cases, the incident in Remedy ITSM needed to be sent to Agile Central as a user story. In other cases, the incident needed to be treated as a defect. BMC IT already had fields in Remedy ITSM where they were tracking this information.   BMC Helix Multi-Cloud Service Management was able to use these custom fields, without any need to change code. BMC IT built mappings in BMC Helix Multi-Cloud Service Management that would appropriately create either user stories or defects in Agile Central based on the data on the Remedy ITSM ticket.  Configuring the flows to do this was completed in just a few minutes, as the configuration UI was all point and click.    

 

BMC Helix Multi-Cloud Service Management also provided BMC IT with an easy point-and-click mechanism to select the appropriate project in CA Agile Central based on the business service selected.   This, again, was completed in minutes without any need for coding.

 

Visibility in Agile Central to Remedy ITSM tickets

BMC IT needed a way for their developers to see Remedy ITSM ticket updates while they work in CA Agile Central.  BMC Helix Multi-Cloud Service Management automatically identifies updated tickets, identifies the fields that were sent to Agile Central and creates an activity log in CA Agile Central whenever data in Remedy ITSM changes that the developer should know about.   BMC Helix Multi-Cloud Service Management even transforms the value from the Remedy ITSM value to the CA Agile Central value, if needed.   (e.g. ITSM Priority High can be mapped to be displayed in Agile Central as Critical).

 

Conclusion

BMC Helix Multi-Cloud Service Management has been very successful making BMC IT’s service desk agents and developers much more productive, and has improved the amount of collaboration and tracking. 

 

According to BMC IT Senior Manager Srinivas Koka:

 

Before BMC Helix Multi-Cloud Service Management, BMC IT was using a proprietary, complex workflow automation tool for the integration, if any error happens, we had to wait for the Workflow Admin to debug the issue. This manual process was very inefficient and a time consuming process."

 

We would like to hear more from the community on how you are solving or trying to solve the business problem of integrating  DevOps and ITSM Processes.  Please comment below.  Thank you for your time!

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To kick off 2019, we have combined the January and February newsletters. We have a lot to share with you in this edition, so read on for the latest news and updates!

This month, we cover the following topics:

  • AR System security vulnerability on Linux servers
  • Mid Tier 18.08 Patch 1 and AR System 9.1.04 server
  • Oracle licensing changes for Java
  • Google Cloud Messaging deprecated
  • Recent Remedy webinars
  • Top viewed knowledge articles
  • Remedy versions now and soon in Limited Support
  • Additional resources

AR System security vulnerability on Linux servers

BMC Software has identified a security vulnerability (CVE-2018-19647) that could allow a remote, unauthenticated attacker to gain arbitrary code execution as the system user. Only AR System on Linux servers are vulnerable to this issue, and the exposure is limited to scenarios where an attacker is on the same network as Remedy AR System. See our AR System Community blog post for detailed information and access to the fix.

Mid Tier 18.08 Patch 1 and AR System 9.1.04 server backward compatibility issue

There is a known compatibility issue with using Mid Tier 18.08 Patch 1 to connect with a 9.1.04 AR System Server.  The Mid Tier patch will not deploy and will generate ERROR 9713 and ERROR 306 errors.  This issue does not affect 18.05 or later AR Server environments.  To resolve this issue, you must apply a hotfix to your 9.1.04 AR Server prior to deploying the 18.08 Patch 001 Mid Tier package.  For further information about this issue and the hotfix, see KA 000160561.

Oracle licensing changes for Java

Oracle announced a major change to their licensing policy and release cadence for Java SE (Standard Edition including both JDK and JRE). See our Knowledge Articles to understand what this means for Remedy and Digital Workplace.

Google Cloud Messaging deprecated

As of April 10, 2018, Google deprecated Google cloud messaging (GCM) and the service will be completely shut down by April 11, 2019.  Firebase Cloud Messaging is their replacement for GCM. Digital Workplace and Smart IT use GCM for Android push notifications. Hotfixes will be made available for Digital Workplace 18.02 and above and for Smart IT 2.0 and above to support Firebase and keep the notification functionality intact. The fix will be included in the upcoming 19.02 release. You can read more info about GCM deprecation here: https://developers.google.com/cloud-messaging/faq.

Recent Remedy webinars

Over the past few months, Remedy webinars focused on troubleshooting and how to proactively understand performance of your server group environment.  Missed the webinar? You can watch the following webinar recordings:

For more information on the webinar series and other past webinars, please see Connect with Remedy Webinar Series.

Top viewed knowledge articles

Run into an issue, and trying to self-solve? We might have a knowledge article (KA) for that. Check out these new communities posts to see the top viewed KAs for the last quarter:

These posts will be updated regularly to help you find top trending KAs.

Remedy versions now and soon in Limited Support

Remedy versions 9.1.00 through 9.1.02 are now in Limited Support. Smart IT version 1.4 will go into Limited Support on February 26. To review what Limited Support means, see https://www.bmc.com/support/resources/bmc-product-support-policy.html.

BMC recommends that customers move to a fully supported version. Our latest release, 18.08, is fully supported for almost 3 years. Version 18.08 introduced a rich set of valuable features and new options for Cognitive Service Management. For a summary of the enhancement delivered by BMC in recent Remedy releases, see https://communities.bmc.com/docs/DOC-110514. As you can see in the summary,  we made many improvements to the upgrade process (specifically for the Remedy platform). An upgrade to the latest release (18.08) from Remedy versions 9.1.00 through 9.1.02 will be easier than previous upgrades. Note that Remedy 18.08 is not a new major release. It is a feature release based on the Remedy 9.1 code line. There are no major technology changes.

As a reminder, you can always review the end of support dates at http://www.bmc.com/support under A-Z Supported Products. From this list, you can search for the product. For example, for Remedy ITSM Suite, this information is published at https://webapps.bmc.com/support/faces/az/prodallversions.jsp?seqid=158016.

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

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Please join Peter to get an update on the Remedy 19.02 Feature Release in March’s Connect with BMC Helix ITSM and Remedy webinar.

 

In this session he will cover the exciting new capabilities introduced with the 19.02 release, in support of BMC’s Cognitive Service Management and Multi-Cloud Service Management strategy. Learn about our new reporting capabilities, new Smart IT capabilities and about enhancements to our cognitive capabilities for Remedy.

 

Peter Adams is Senior Director, Product Management

 

Below is the recording from the live webinar including Q&A asked during the event.  The recording is also available as a podcast on iTunes.

 

 

Additionally, you can find questions discussed during the webinar session in an attachment or on this online document.

 

Presentation References

 

Subscribe to the BMC Helix Remedy & Discovery Youtube Channel

https://www.youtube.com/c/BMCRemedyandDiscovery

 

Remedy ITSM Suite 19.02 Release Notes: Enhancements in 19.02

 

ITIL 4

Axelos

BMC Blog

 

Swarming

Consortium for Service Innovation

BMC Blog

 

For more information, or if you have questions, please contact Gregory Kiyoi or Jeff Hudson

Remedy AR System  Remedy ITSM  CMDB  Discovery  Digital Workplace  HR Case Management

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In this recorded webinar, Justin will look at an overview of web services, how REST API works, and Remedy's implementation of REST.  Finally will review a real world example to demonstrate the REST API.

 

Justin Bakker is a Senior Technical Support Analyst

 

Below is the webinar recording.

 

 

Presentation References

 

For more information, or if you have questions, please contact Gregory Kiyoi or Steven Duncan

Remedy AR System Remedy ITSM Atrium Digital Workplace / MyIT HR Case Management  Discovery / ADDM

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