MyIT SRM Integration

Version 23
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    Process Flow: Pre-MyIT 2.6 with the Social Cloud Plugin

     

    Previous to MyIT 2.6 we used the same CAI plugin for event transmission as SRM and this lead to performance problems. Starting with version 2.6 we're using the Social Event Manager plugin (SEM). If you are using MyIT 2.5 and are unable to upgrade at the moment you can implement the SEM plugin in the form of a patch which is available from Technical Support

    User submits a Service Request from the Mid-Tier or MyIT

     

    a) The MyIT SRM provider creates the SR via the SRM:RequestInterface_Create form

    b) Workflow kicks off to create the fulfillment application via the CAI plugin

    c) A “create” MyIT event is sent to the CAI:Events form

    d) Data related to social is pushed to the CAI:Events2 and the CAI plugin is invoked to create data on the SHR:SHRCAI_SocialBridge form

    e) Social Filter plugin is triggered to send a “create” event to Social via a REST call.

     

    Once the data is sent to MongoDB, a response is sent back by social and this completes the transaction. The screenshot below shows the configuration associated with the social cloud plugin and the location of the plugin itself.

     

    Social Cloud Plugin.png

     

     

    Process Flow: Post-MyIT 2.6 with the Social Event Manager Plugin (SEM)

     

    I put together the following diagram to demonstrate how this integration functions.

     

    MyIT SEM.PNG

     

    User submits a Service Request from the Mid-Tier or MyIT

     

    a) The MyIT SRM provider creates the SR in AR System via the SRM:RequestInterface_Create form

    b) Workflow kicks in to create the fulfillment application via the CAI plugin

    c) Entries are inserted into the SHR:SHRCAI_SocialBridge form

    d) Filters are triggered which send the data back to Social via the SEM plugin

     

    The following filters are related to the SEM Plugin.

    SHR:SHRCAI_TicketActivity_Creation_MyIT

    SHR:SHRCAI_Retry_TicketWorkLogUpdate_Comment_MyIT

    SHR:SHRCAI_Retry_TicketActivity_Creation_MyIT

    SHR:SHRCAI_TicketWorkLogUpdate_Comment_MyIT

    User updates an SR from the Mid-Tier or MyIT Client.

     

    a) Workflow kicks in and updates the Service Request

    b) Entries are inserted into the SHR:SHRCAI_SocialBridge form.

    c) Filters are triggered which send the data back to Social via the SEM plugin

     

    Here's an example showing one of the filters using SEM.

    SEMPluginFilter.PNG

     

    The SHR:SHR_KeyStore Form

     

    Both the Social Cloud and Social Event Manager plugins use the values in the Keystore form to communicate back to MyIT so this is a very important form !

     

    If you have a spelling mistake or the MyIT Hostname is incorrect or not reachable from the AR Server the integration will not function correctly.

    SHRKeyStore.PNG

     

    The Token and Secret must match the values contained within the connect.properties file on the MyIT Tomcat side

    CPropertiesToken.PNG

     

     

    If you have a cluster of MyIT Servers make sure they're both using the same token & secret as the SHR_Keystore form

    Social Event Manager Troubleshooting

     

    1. Verify the SocialEventManager.jar is present in the "fnd" folder  ("C:\Program Files\BMC Software\ARSystem\pluginsvr\fnd")

     

    2. Verify that the pluginsvr_config.xml has an entry for the SOCIALEVENTMANAGER (C:\Program Files\BMC Software\ARSystem\pluginsvr)

     

    3. Verify that an entry for SOCIALEVENTMANAGER is present in the ar.cfg

     

    4. Enable debug:

     

    Set the  <level value="debug"/> for the below three entries and restart the AR server (C:\Program Files\BMC Software\ARSystem\pluginsvr)

     

    <logger additivity="true" name="com.bmc.arsys.pluginsvr">

                <level value="debug"/>

          </logger>

       <logger additivity="true" name="com.bmc.arsys.pluginsvr.plugins">

                <level value="debug"/>

          </logger>

         <logger additivity="true" name="com.bmc.remedy.itsm.SocialCloud">

                         <level value="debug"/>

           <appender-ref ref="SocialCloudPluginLog"/>

       </logger>

     

    The Log will be written to file SocialEventManager.log