Questions discussed during 'Connect with Remedy - Benefits of change in ITSM Applications CI Attributes' webinar session

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    Connect with Remedy - Benefits of change in ITSM Applications CI Attributes

    Q: The current event manager documentation on integration with ITSM (Service Desk) only notes compatibility through ARS 7.6. Are there any known issues with using iBRSD with ITSM 8.1 to create Incident/Problem tickets and update status of CIs?

    A: The changes being discussed here are transparent to the outside user of the CMDB. The iBRSD integration does not rely on any of the attributes that were added by the ITSM solution. -So, the iBRSD integration should be completely compatible with a later version of ARS. -I also want to note that there has been a recent release of what is called Intelligent Ticketing 2.0. This is an updated version of the integration you are talking about that has some significant enhancements/cleanups that make the entire flow much better. -It is faster, fewer issues, and much less likelihood of a problem between event and incident. There are also much more assignment possibilities. You may want to take a look at that.


    Q: With the AssetLifeCycle status being solely maintained on the Asset side what happened when ADDM marks a CI as Delete? Does it immediately mark the Asset CI as deleted? ADDM misses x number of discoveries and assumes the CI is gone and mark it delete and sets the status to Delete. What happens in 8.x?

    A: ADDM is dealing with CONFIGURATION data not LIFECYCLE data. So, it is updating the CMDB configuration record. The Asset lifecycle data is in another form in the new configuration. However, the complete asset record is a join of the CMDB CONFIGURATION and the Asset LIFECYCLE data. So, when you look at the "asset" record, it is the join of the two so the "mark as deleted" attribute which is in the CMDB is part of the complete asset record because it is part of that join. So, the asset is not really mark as deleted as you can mark different copies of the instance in the CMDB mark as deleted (if in different datasets) so some copies may be marked and others not and depending on which dataset you are looking at, the asset -record will reflect the value of the copy of the configuration you are looking at. The workflow related to the MarkAsDeleted field was updated as a result of the ITSM CI attribute changes and only performs soft deletes, the hard delete comes from CMDB when the last Dataset CI connected to the Asset Lifecycle data is removed.


    Q: How can you use Recon ID as the join when it is not unique to the datasets?

    A: Reconciliation ID is the ID of the unique thing. Yes, there may be multiple copies of the unique thing in different datasets, but the reconciliation ID being the same means it is the SAME THING. Thing has ONE lifecycle and that was really confusing- before where there was a lifecycle per instance of the same thing so you were confused about what the lifecycle of the thing was. In the new model, there is ONE lifecycle regardless of whether there are multiple copies of the config so it is more clear- and consistent. So, we join by the unique THING identifier (reconciliation ID) rather than the config instance identifier (instance ID).


    Q: What is the plan for handling of Lifecycle data in different data sets outside of BMC.ASSET, for example if we chose to have an archive dataset and don't want to lose the lifecycle attributes.

    A: The lifecycle attributes can be archived just like the configuration attributes. Yes, they are in two different forms, but you can audit each form. If using log style audits, you could direct the config and lifecycle audit records to the same form. -There is one limitation if using the CMDB audit report form. It currently searches on the instance ID only and it should be searching on the instance ID OR recon ID matching to find all linked items.- This limitation is being addressed so that the audit report form will work better.


    Q: Regarding Auditing, is there any plan to consolidate Auditing to a single entry point? As far as our non-technical people go, they are having a hard time understanding why they need to go to 2 different places to look at an Audit. Secondary Q on Auditing, are there any OOTB consolidated audit reports or plans to make them?

    A: The strategy here is to audit the lifecycle records to the same form (using log style audits) as you audit the config data. Then, as noted before, once fixing the search criteria to be instance ID or recon ID matching, you would get all the audit records together in a single report.


    Q: I tried the Sync Asset UI but my custom fields where not appearing in the ASI computer system form checked the log no error. Any idea or suggestion please?

    A: Using ITSM 8.1 a new attribute was added via the Atrium UI to the BMC_ComputerSystem class, then the Sync UI utility was ran and the attribute was placed on the hidden Custom2 tab of AST:Computersystem. A similar test was ran for the BMC_Mainframe class and the new attribute was placed on the hidden Custom tab of AST:Mainframe. Depending on the class the custom attribute should be placed on one of the hidden Custom tabs, overlays have to be created to make the field visible.


    Q: Feel free to direct me elsewhere if you have other questions, but I don't see the Intelligent Ticketing documentation online. There are listings for Intelligent Ticketing 2.0.0 and 2.0.1, but both say there is no documentation (or compatibility info).

    A: This was just released last week. Here are links to the online documentation for both the Home:

    and the 2.0 Enhancements:


    Q: Is instanceID the link if there is no recon id yet? Not identified yet

    A: Yes, there is a backup of the instance ID of ONE instance of the CI from the CMDB on the Asset attributes to allow linking for this case. However, there are one or two joins in the system that use only the recon ID when it should be the recon ID or- instance ID. These need to be fixed and will be. They may or may not affect you, but I wanted to call out that there is a small gap. But, the overall idea is that yes, there is an instance ID for pre-recon ID linkage.


    Q: Which installer is used for the ITSM CI Attribute Phases?

    A: The current version is the 8.1 ITSM installer but ITSM 8.0 installer first introduced the phased upgrade for this change If you have already completed all 3 phases of the ITSM 8.0 upgrade then you will not be offered this choice when upgrading between ITSM 8.0 and 8.1 as the CI attribute change is already done.


    Q: How does this affect the addm to cmdb reconciliation

    A: I assume you mean the ADDM load. Reconciliation is within the CMDB between datasets not with provider sources. There is no affect on the ADDM load as the ADDM load loads only configuration data and not lifecycle data so it was not loading any of the attributes that are being moved.


    Q: Is the Name field in BMC.CORE:BMC_ComputerSystem configuration data or lifecycle data?

    A: Configuration data. It is part of the CMDB CDM

    Here is a link to the list of CI attribute data attributes that are no longer being extended from version 8.0 onwards:

    Here is a link to the list of ITSM extensions (attributes and Inventory classes) that remain in version 8.0 onwards:


    Q: This copy is only from BMC.CORE:BMC_BaseElement or it can take from the child classes also if an attribute is present in child class level?

    A: I don't understand your question here. What is it referring to? If it is whether what we are talking about here affects only BaseElement or also other classes? The only attributes being moved are from BaseElement. This of course affects all classes as they are subclasses of BaseElement. But, no attributes from other- classes are moving. When the cleanup (phase 3) is done and the ITSM attributes are deleted from CDM this triggers a CMDB rebuild and the attributes are removed from all consuming classes.


    Q: Under one of the feeders like Impact Mgr, there is a tech note that ITSM 8.1 is compatible (mostly), but no mention of IT 2.0.x.?

    A: By IT 2.0, I assume you mean Intelligent Ticketing 2.0? If so, this is not listed as this just released this week. The Intelligent Ticketing 2.0 logic was built with all this taken into account and it does work compatibly with 7.6.04 through 8.1 of ITSM.


    QA :The first Service Pack of ITSM 8.1 will include additional workflow for AST:LoadAttributes that will split the data into CMDB Config and Asset Lifecyle data.


    Q: A bit off topic; but from my point of view a lot of the classes can be redesigned to use categorization classes. Is this something BMC is looking into?

    A: ABSOLUTELY. The future plan is to flatten the CMDB CDM almost completely. It is faster and more efficient. We strongly encourage any new class built be a categorization class.- You should see this change starting in the next major release of the CMDB.

    More information on this topic is available in the live Q & A following the presentation.


    Q: When we upgraded AR Server and ITSM from 7.6 to 8.1, we ran ITSM installer with new installation option on top of our old 7.6 data dump which has CMDB data as well. What are the steps we should do now to reach this level now in 8.1

    A: I don't understand your question. If you have run the ITSM 8.1 upgrade, you have already finished what is being talked about here. If you ran AR System and CMDB upgrades, this work has not been done. But if ITSM 8.1 has been upgraded, this is already done.


    Q: Regarding these three options how do you manage it when you are on a parallel upgrade path using the Delta Data management tool (DDM)? How are customers accomplishing this and what is the process?

    A: When using DDM, the strategy is to upgrade the new system completely (no need to pause between phases as you would be fixing any integrations from live to the new model before you switch over to the new model and no need to prevent outage by doing pre-work.

    (phase 1) before the upgrade (phase 2). And, no need to preserve the data in the CMDB as there are no integrations coming in using them still as you will be fixing them before cut over.


    Q: If we run 'phase 3' by itself after fixing some minor integrations. AND we have already installed ITSM patch002, do we have to reinstall patch 002?

    A: No, phase 3 ONLY cleans up attributes from the CMDB that are being removed and removes the synchronization workflow. It does not affect anything else in the system.


    Q: Is DDM intelligent enough to move changes and new data to the appropriate configuration from in 8.1 from the old field in 7.6.04, or do custom mappings need to be created?

    A: It knows about this change and is supposed to have this already in the mappings that are out of the box. You should not need to do anything yourself.


    Q: Does this change in attributes affect how Analytics retrieves data from the classes? ..So Analytics also has to be upgraded? How will this tie into Analytics and Reports? Since reports are tied using queries using these BMC_COMPUTERSYTEM forms. Will the upgrade force the change in queries using the AST:Attributes form?

    A: Underlying structure changes would require analytics to be upgraded to be compatible with changes.


    Q: Please discuss the issue of building new classes as categorization class

    A: Please listen to the Q&A section following the presentation in the WebEx recording as this question was answered live


    Q: How do we find out more about the "other restructuring changes"?

    A: The ITSM CI Attribute change was done for version 8.0, here is a link to all the information pertaining to the update:


    Q: Where can I get a list of all attributes that will be removed by the ITSM 8.1 upgrade?

    A: Here is a link to the list of CI attribute data attributes that are no longer being extended from version 8.0 onwards:

    During the cleanup (phase 3) all but 4 of the attributes listed in the link above are deleted from BMC.CORE:BMC_BaseElement. These 4 formerly ITSM extended attributes are updated in phase 3 but not deleted for the following reasons:

    • Supported – is an CMDB attribute and so did not need to be extended by ITSM.
    • Submitter – is a core field so cannot be deleted. It is returned to BMC.CORE namespace.
    • AssetLifecycleStatus – is a core field so cannot be deleted. It is returned to BMC.CORE namespace and its name and selection values remain with the ITSM extension values. The following comment is also added - “This attribute is no longer being used by ITSM”.
    • MaintenanceLog – This is a diary field and was obsolete and not shown in the UI for several versions. The following comment is also added - “This attribute is deprecated and is no longer being used by ITSM.


    Q: I’ve created a new categorization class. I wish to have it use some of the attributes located in the AST:Attributes form. The classes that use these attributes are stored in the AST:ClassAttributes form. How do I add a class to this form?

    A In addition to using SyncUI to generate an AST: CI join for your class create a record in the AST:ClassAttributes form for your class.


    Q: Would you be able to package up the behaviors of the MarkAsDelete with ADDM when the CI is no longer being Discovered? Will the explanation of how to handle the import of Lifecycle Data and Config Data into the form talk to how reconciliation is handled with that data as well?

    A: Yes that happens during reconciliation, but not on the update of the MarkAsDeleted attribute itself. Yes, in 7.6.04 when MarkAsDelete = Yes, then the AssetLifeCycleStatus will go to "Delete"\ ASI:BAB:SetStatusToDeleteForMarkAsDeleted_010 sets Asset Status on MarkAsDeleted = "Yes" filter


    Please feel free to add comment for any suggestions or feedback on this webinar session. We welcome all your feedback