11 Replies Latest reply on Feb 14, 2019 9:46 AM by Carl Wilson

    CI relationship with Change Ticket using Atrium Orchestrator

    Ramkumar Pande
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      The BAO OAM Change module does not have a CI association processess, How to do the CI - Change association using BAO processess. Any ideas?

        • 1. Re: CI relationship with Change Ticket using Atrium Orchestrator
          Aryan Anantwar

          Hi Ramkumar,

           

          I'm not remedy expert so can't provide you the exact details but to achieve this you may need to do something as following:

          • When you receive the CI Name, you need to fetch the Reconciliation ID of that CI. (maybe from AST:PhysicalLocation form)
          • Then need to create records on ( CHG:Associations, AST:CMDB Associations forms with all required values)
          • Also you can check with Remedy experts if any other form need to be used for this.
          • To fetch data from remedy and create/update records in remedy forms you can use RemedyActorAdapter.

           

          Regards,

          Aryan Anantwar

          • 2. Re: CI relationship with Change Ticket using Atrium Orchestrator
            Sidhdesh Punaskar

            I think it is sufficient you push data to CHG:Associations form.

            • 3. Re: CI relationship with Change Ticket using Atrium Orchestrator
              Henrik Hauchwitz

              Hi Ramkumar,

               

              We actually do this and like Aryan pointed out, the associations have to be created in the CHG:Associations form as well as the AST:CMDB Associations form. The reason for this beeing that, while CHG:Associations is sufficient to show the association on the change console, the AST:CMDB Association entry is necessary to also show the association to a Change when viewing the CIs relationships.

               

              Some values you need are
                   - Change ID (CRQxxx)
                   - CIs ReconID (OI-xxx)

                             I look this up in the BMC.CORE:BMC_BaseElement form, in my workflow
                   - form names

                             For Changes, one will always be CHG:Infrastructure Change. The other will refer to whatever CI you want to associate. (e.g. Printer -> AST:Printer)

                   - DatasetID, which is the name of the Dataset, where all your productive information is stored. In my case, this is "BMC.ASSET".

               

              There are some more values you will need. The best way to find out suitable values for these is simply by looking up existing entries in the association forms.
              What I also found very helpfull, was looking up the forms in a browser, where you can manually create associations. Simply because you can see which values are highlighted and thus required to create an association.

               

              Once you have the necessary information, you can use the "Create Items" workflow that is part of the "AMP-AD-BMC-Remedy-ARS" module. This module requires the information to be provided in xml structure. The correct xml structure can, again, be deducted from looking at existing associations.

               

              Hope this helps you.

              Best regards,

               

              Henrik

              1 of 1 people found this helpful
              • 4. Re: CI relationship with Change Ticket using Atrium Orchestrator
                Ramkumar Pande

                Thank you Henrik, Sidhdesh, Aryan for your inputs.

                 

                I used a predefined process - Create Change Association for this purpose and It worked fine. I however did not check the Remedy views - CHG Associations and CMDB Associations.

                 

                This process takes the configuration Name and the below xml as input.

                 

                <Changes>

                <Change>

                  <association-id></association-id>

                  <entry1-form-name>AST:ComputerSystem</entry1-form-name>

                  <entry1-request-id>SomeReconID</entry1-request-id>

                  <entry1-request-type>6000</entry1-request-type>

                  <entry1-request-description>CIName</entry1-request-description>

                  <entry1-lookup-keyword>BMC_ComputerSystem</entry1-lookup-keyword>

                  <entry1-start-date></entry1-start-date>

                  <entry1-end-date></entry1-end-date>

                  <entry1-dataset-id>BMC.Asset</entry1-dataset-id>

                  <entry1-association-type></entry1-association-type>

                  <entry2-form-name>CHG:Infrastructure Change</entry2-form-name>

                  <entry2-request-id>CRQ000000XXXXXX</entry2-request-id>

                  <entry2-association-type>35000</entry2-association-type>

                  <association-status></association-status>

                </Change>

                </Changes>

                 

                For getting the CI information - I used the Get Appropriate Item process from AutoPilot Configuration item and passed on the values as input to Create Change Associations process after tokenizing it.

                 

                As per the documentation this process can be used for association of Incidents to Change and CI to Change.

                 

                Thank you again for your inputs.

                • 5. Re: CI relationship with Change Ticket using Atrium Orchestrator
                  Carl Wilson

                  Hi,

                  just to update here, this is an OOB interface form for the Associations that can be used to create, delete and modify both records from the one form as opposed to creating them individually - it is called "SYS:AssociationInterface".

                  It uses a combination of the Form Names supplied and Association Action drop down e.g.  Qualification to trigger the Change Associations creations for Services:

                   

                  ('Form Name02' = "CHG:Infrastructure Change") AND ('Form Name01' LIKE "%AST%") AND ('Association Action' = "Create") AND ('Type_of_relationship' = "Service CI")

                   

                  Cheers

                  Carl

                  • 6. Re: CI relationship with Change Ticket using Atrium Orchestrator
                    Chris Blanks

                    Has anyone put a ZipKit together for this as I am certain that there is a lot of interest in these activities?

                    • 7. Re: CI relationship with Change Ticket using Atrium Orchestrator
                      Vinnie Lima

                      I am attempting to Create Items using the Remedy ARS module/Adapter, and while using the SYS:AssociationInterface form works interactively to create a CRQ CI relationship, doing it non-interactively via a Create Items module does not yield same result. It doesn't generate an error but also doesn't create the relationship.

                       

                      Here's my Items:

                       

                      [items_input=

                      <items>

                      <item>

                      <schema>SYS:AssociationInterface</schema>

                      <fields>

                      <values>

                      <field name="Form Name01">AST:ComputerSystem</field>

                      <field name="Request ID01">KNGAA5V0H2344APMK16EPLNEGESOOY</field>

                      <field name="Request Type01">6000</field>

                      <field name="Request Description01">HOSTNAME</field>

                      <field name="Form Name02">CHG:Infrastructure Change</field>

                      <field name="Request ID02">CRQ000000245013</field>

                      <field name="Type_of_relationship">1000</field>

                      <field name="Association Action">1000</field>

                      <field name="Association Type01">35000</field>

                      <field name="Status">1</field>

                      <field name="Submitter">USERNAME</field>

                      <field name="Short Description">Short Description Here</field>

                      </values>

                      </fields>

                      </item>

                      </items>

                       

                      Any suggestions are welcomed. If i figure this out, I'll post the Module here for others to take advantage.

                      • 8. Re: CI relationship with Change Ticket using Atrium Orchestrator
                        Aryan Anantwar

                        Hi Vinnie,

                         

                        Your Items XML looks correct, can you share the adapter request and adapter response from processes.logs

                         

                        Regards,

                        Aryan Anantwar

                        • 9. Re: CI relationship with Change Ticket using Atrium Orchestrator
                          Carl Wilson

                          Hi,

                          Actually your XML seems to be missing some fields, so it does not look correct.  You are missing the "Action" field, as well as a few others.

                          The below is from a working system, translate the fields into your XML as required:

                           

                           

                          Add in the additional fields and values to the XML and see how the Create Items goes after that.

                          The interface forms can be a pain as they are not fully documented, so it can take some trial and error to get going - but the above is from a working system that I coded.

                           

                          Cheers

                          Carl

                          • 10. Re: CI relationship with Change Ticket using Atrium Orchestrator
                            Vinnie Lima

                            So a few issues:

                             

                            First, There is no "Action" field in Remedy 9.1.  Only "Association_Action" which we are using. But I added the fields you recommended which are required for submit.

                             

                             

                            Second, I am not getting any response back when doing the Create Items.  Below is the XML being submitted.  Looked in the processes and grid.log. No error either.

                             

                            [items_input= 
                            <items>
                            <item>
                            <schema>SYS:AssociationInterface</schema>
                            <fields>
                            <values>
                            <field name="Form Name01">AST:ComputerSystem</field>
                            <field name="Request ID01">KNGAA5V0H2344APKJ0GYP92G4XMP59</field>
                            <field name="Request Type01">6000</field>
                            <field name="Request Description01">HOSTNAME</field>
                            <field name="Form Name02">CHG:Infrastructure Change</field>
                            <field name="Request ID02">CRQ000000242700</field>
                            <field name="Type_of_relationship">1000</field>
                            <field name="Association Action">1000</field>
                            <field name="Association Type01">35000</field>
                            <field name="Status">1</field>
                            <field name="Submitter">SUBMITTER_USER</field>
                            <field name="Short Description">DESCRIPTION</field>
                            <field name="Association Action">Create</field>
                            <field name="Data_Set_ID01">BMC.ASSET</field>
                            <field name="Lookup Keyword">BMC_BUSINESSSERVICE</field>
                            </values>
                            </fields>
                            </item>
                            </items>]

                             

                            I proceeded end of last week to test inserting into AST:CMDB Associations with some success, so testing that path now.  Not sure if both are needed but will report back.

                            • 11. Re: CI relationship with Change Ticket using Atrium Orchestrator
                              Carl Wilson

                              Hi,

                              My screen shot is from a 9.1.04 SP2 system, so yes there is this field in that version ..... however this maybe a Display Only field (don't have my system available at the moment) which will be why you may not see it.

                               

                              Cheers

                              Carl