FAQ Control-M and Remedy Integration

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    Control-M/Server for UNIX and Microsoft Windows


    COMPONENT:

    Control-M/Server for UNIX and Microsoft Windows


    APPLIES TO:

    Control-M/Server for UNIX and Microsoft Windows



    QUESTION:

    How does Control-M integrate with Remedy Application/configurations?



    LP: BMC Control-M/Server for UNIX and Microsoft Windows 8.0.00
    DR: Control-M/Server for UNIX and Microsoft Windows 8.0.00
    DM: Other 0.0.00


     


    ANSWER:

     

    Legacy ID:KA427401

    Control-M can use Shout messages to send info to Remedy Application, but you can configure how the shout messages/formatting goes into which Remedy queue.

      

    Generally speaking the DO_REMEDY option is based on the ctmremedy utility. This utility refers to the RemedyConf.xml file, which contains the relevant details about the ARS form.

    This file contains 3 parts:
    1 - ARS server details
    2 - Remedy server version 6.x ticket form (<SchemaName>HPD:HelpDesk</SchemaName>)
    3 - Remedy server version 7.x ticket form (SchemaName>HPD:IncidentInterface_Create</SchemaName>)

    For example , in case the customer has ARS version 7.x, the relevant form is from line 97 and below.(see in the data/Remedy/RemedyConf.xml)

    As you can see, the remedy tick form name is "HPD:IncidentInterface_Create", and we can see the definition of all the mandatory/required fields for this ARS form that the customer would like/need when opening a ticket.

    There are ONLY 3 dynamic fields that the customer may define when opening a ticket via a CONTROL-M job:
    Summary, Description (i.e. "DetailedDescription" - ID 1000000151) and Urgency, that come into from the 'on do action' remedy form.

    The rest of the values will be taken from the RemedyConf.xml file.

    We have also the option to configure and test the remedy from ctm_remedy_configure.bat script.

    Below is an example of how to define an On Do Action to send a notification to Remedy when a job ends Not OK:

    SettingDoRemedy
    1. Set "Do" to "Notify"
    2. Set "Destination" to "Remedy"
    3. When the destination is set to "Remedy", the "Summary" and "Description" fields will automatically be filled in. These fields can then be customized.

      


    To better understand how the form looks on the ARS and also how it looks from the GUI when ticket created, some screenshots are attached to the article. Smaller, cropped versions are below.
    HPDIncidentInterface_CreateHPDHelpDesk

      
    Related Products:  
       
    1. Control-M/Server for UNIX and Microsoft Windows

     


    Article Number:

    000026307


    Article Type:

    FAQ/Procedural



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