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BMC Mobility allows techs to be in the right place, at the right time, with the right information. This calls for a more light-weight notification on changes to incidents they are working.  In this post, I’ll share how the push notification system works, how to customize it, and how to troubleshoot issues if you encounter them.

 

First let’s take a look at the workflow which drives how Push notifications work.

Step 1:

 

From mobility Install, you have to import the Definitions available in ..\Workflow\Notification Directory.

Note: You have to manually Import the definitions and make changes to xml in order push notification to work.

 

Notification Workflow Consists of several forms and filters, shown below in BMC Remedy Developer Studio, from the listed components:

  1. DataChangeTrackWorkflowForApprovals.def

 

2. DataChangeTrackWorkflowForIncidents.def

 

 

Step 2: Copy the plug-in JAR file is MobilityMessageWebServiceFilterAPI.jar in ..\ARSystem\PluginSvr Directory

 

Step 3: Configure the entry in pluginsvr_config.xml

 

<plugin>

      <name>BMC.MOBILITY.MESSAGE.FILTERAPI.WEBSERVICE</name>

      <type>FilterAPI</type>

      <code>JAVA</code>

<classname>com.bmc.bsm.mobile.filter.MobilityMessageWebServiceFilterAPI</classname>

      <pathelement type="location">C:\Program Files\BMC Software\ARSystem\pluginsvr\MobilityMessageWebServiceFilterAPI.jar</pathelement>

      <pathelement type="location">C:\Program Files\BMC Software\ARSystem\pluginsvr\jersey\jersey-client-1.11.jar</pathelement>

      <pathelement type="location">C:\Program Files\BMC Software\ARSystem\pluginsvr\jersey\jersey-core-1.11.jar</pathelement>

</plugin>

 

You all set with configuration of Mobility Push Notification. Now lets take a look how it actually works.

 

Notification Workflow


The notification workflow contains the Mobility Message Queue form, which stores all entry and field changes made to the HPD:Help Desk and HPD:WorkLog incident forms (for the Incident Management application), and the AP:Signature and AP:Question-Comment-Info forms (for the Approvals application).

Filters and filter guides push changes to the Mobility Message Queue form, and a BMC Remedy AR System escalation runs on the Mobility Message Queue form to send Data Change messages to the BMC Mobility server through the RESTful Web Service. The RESTful Web Service is implemented as a filter API plug-in.

The notification received by the user contains one of the following strings:

  • An Incident has changed
  • An Incident has been reassigned
  • An Incident Worklog has been added or changed
  • An Approval has changed
  • An Approval has been reassigned

 

If you change the incident from Assigned to In Progress, it will send a Push Notification and you can see in below screenshot a request has been added to Mobility message Queue.

When a message is first added to the message queue, the Message Status is set to New. At some point, the message status changes to Sent. If the status of the messages is a status other than Sent, an issue has occurred on the BMC Remedy AR System server.

 

Below is an example of how to view notifications successfully sent.

 

Below Escalation runs every one minute



This is how it appears at the device


 

Once you click that notification it opens the appropriate incident.

You can use the following forms to help debug push notifications on the BMC Remedy AR System server. These workflow forms must be installed before you can use them to debug push notifications.

The Mobility Message Queue: Web Server Information form, shown in the following figure, displays the configuration on the server that hosts the BMC Mobility for Remedy ITSM Incident Management application. To enable notifications to be sent, you must set the following values:

  • Set Mobility Web Server Name to the IP address of the web server that hosts the BMC Mobility for Remedy ITSM server.
  • Set Mobility Web Server Port to the HTTP port number of the web server that hosts the BMC Mobility for Remedy ITSM server.

Mobility Message Queue: Web Server Information


 


Following are example log snippets from the BMC Mobility for Remedy ITSM server. You can inspect these logs for troubleshooting purposes.

 

Note : The default location for mobility.log is as below

C:\Program Files\BMC Software\Mobility\MobilityServer\Logs\mobility.log

 

  • The following information is logged when the user logs on:

2012-02-02 00:58:24,879 INFO  [742D8FCE-911F-430D-BAF0-A28B04278EB7, Unknown, PushMessageHandler] - user = Allen, deviceToken = b07413cdd457c62acfa91a3e8100dbd323c37a1f95b76f421ddea3057d72fdd7, Thread ID = 341

 

  • The following information is logged if the device token for the user has changed:

2012-02-02 00:58:24,879 INFO  [742D8FCE-911F-430D-BAF0-A28B04278EB7, Unknown, PushMessageHandler] - Device token has been changed. Old deviceToken = 0760110be78557c1665560468874cacdb4f6712c40b9499fe5227fa65ede4ba3, Thread ID = 341

  • If you see a log entry like the following example and there appears to be no error afterwards, you can assume that the message made it to Apple:

2012-02-02 00:55:08,649 INFO  [PushMessageHandler] - Pushing alert notification to Apple for Device Token='0760110be78557c1665560468874cacdb4f6712c40b9499fe5227fa65ede4ba3', payload='\{"aps":\{"alert":"An Incident Worklog has been added or  changed","sound":"default"\}\}', Thread ID = 74

 

Now let’s take a look what filters are responsible for notification that will give you an idea in case you want to allow only certain Notifications

Incident

Mobility Message Queue:IncidentsTrigger

Mobility Message Queue:IncidentsWorklogTrigger

Mobility Message Queue:ProcessIncidentsWorklogData

Filter Guide - Mobility Message Queue:ProcessIncidentsData

Approval

Mobility Message Queue:ApprovalsChangeTrigger

Mobility Message Queue:ApprovalsQuestionCommentTrigger

Mobility Message Queue:ApprovalsReassignTrigger

 

I hope you find this blog useful. Please rate and comment on this blog with your suggestions to make the blog more productive.

See more content like this one BMC Remedy products.


 

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This post shares the basic guidance and overview of BMC Mobility Solution. In the subsequent posts, we will leverage the functionality of each version how customer are using our solution in order to meet their business requirements

 

An increasingly common reason to deploy the Mobility product is to keep up with activity when you are away from your desktop. Think about it – when you are away from work, your mobile device may collect emails from vendors, text messages from family members, or other kinds of asynchronous communications.  When you have free moments in your day, you can review, respond and dismiss items as required.  This is an efficient way to keep up with many streams of communication which require just a moment so you can focus your energies on tackling the big issues.


The BMC Mobility solution allows the IT manager to work the same way – responding and addressing requests when in or between meetings, traveling, at lunch, or after hours.  This leads to greater responsiveness, greater control over prioritization, and better understanding of rapidly changing workloads.  It is also a good way to avoid coming back to a desk full of pending requests and urgent emails.


The last few releases of the mobility product have added support for additional mobile devices, additional application versions, and additional features within those applications.  So when examining how Mobility can help you, ask these questions:


  • Does Mobility support the devices we use?  Or do we need a later version?
  • Does Mobility support the application versions deployed?
  • Does Mobility enable the features we need to use?

 

The tables below provide more details on capabilities of the different versions…


Classic (Aeroprise) – (Mobile Client name: BMC Remedy)


-Mobilizes home grown Remedy apps and customized OOB apps (no SRM support). Recommended platform for Asset Management

-Supports Blackberry and Windows Mobile smart phones (5x /6x)

 

Best Practice (Aeroprise) – (Mobile Client name: BMC Requests)

-Mobilizes OOB SRM

-Does not mobilize customizations made to OOB apps

-Supports Blackberry smart phones, iOS and Android phones and tablets

 

Next Gen – (Mobile Client name: BMC Incidents/Approvals)

-OOB Incident

–Blackberry, iPhone, iPad, Android phones, Android Tablets

-OOB Approval

–iPhone, Android phones

 

 

 

 

Mobility Versions

 

 

Mobility Version ( GA) Application Compatibility
Best Practice7.6.04 sp3 (GA)7.6 up to 8.1
Classic 7.6.04 sp2 7.0 up to 7.6.04 sp2
NextGen7.6.067.5 up to 8.0
7.6.077.5 up to 8.0
8.18.1


Here are some common business scenarios when the Mobility Solutions are implemented


 

Below is one of the use cases a customer implemented with our 7.6.04 Classic Version.

The goal was to scan the product bar code on computer systems as a site by attaching a Bar Code Reader and then taking inventory with Asset Management. The bar code reader makes the process more efficient with better accuracy.

Pre-requisites


  • Setup Mobility Classic 7.6.04
  • Import Asset Templates
  • Note: Customer can choose between only part of Asset such as Computer System or whole Asset management that includes Printer, Computer System, Inventory, Purchase etc.

 

  • Import associated workflow as mentioned in documentation
  • Add the users to Asset Management Group
  • Download the app on your client (windows Mobile devices which has a capacity to read the bar code



 

The above application allows Symbol Pocket PC and CE devices to read barcodes from either the Built-In Scanner or the Serial COM Port. This process was quick to set up, and leveraged on-site resources effectively so this inventory could be done effectively. It is an example of how BMC Mobility Solution can enable better use of the Asset Management Application.


I hope you find this blog useful. Please comment on this blog with your suggestions to make the blog more productive and appreciate your general comments as well on this blog.


See more content like this one BMC Remedy products.