extending ibrsd v12

Extending IBRSD

V1.2

March 2007

Extending IBRSD BMC Software

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Table of contents 1 Disclaimers .............................................................................................................. 3 2 Additional references ............................................................................................... 3 3 Introduction .............................................................................................................. 4 4 BMC Event Manger.................................................................................................. 5

4.1 Extending base class ........................................................................................ 5 4.2 Adding your event policy................................................................................... 5 4.3 Enrich the events .............................................................................................. 5 4.4 Extending INT:Staging ...................................................................................... 5 4.5 Adding the gateway (IBRSD) mappings............................................................ 6 4.6 Pushing the fields.............................................................................................. 7

5 BMC Service Impact Manager ................................................................................. 8 5.1 Categorize the CIs ............................................................................................ 8 5.2 Extending the IBRSD_SM_INCIDENT Class.................................................... 9 5.3 Update the Rules ............................................................................................ 10 5.4 Update the IBRSD mappings .......................................................................... 10 5.5 Workflow ......................................................................................................... 11

6 Conclusion ............................................................................................................. 12


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1 Disclaimers

This document does not grant or imply official support for these configurations from BMC. There is no implication that these configurations are, or will be, supported. For questions of support and contracts please contact you Contract Manager.

2 Additional references

Refer to the “Integration for BMC Remedy Service Desk” User Guide on the BMC Impact Solutions 7.0.01 Documentation CD for information on IBRSD.

Many customers find help for questions or problems on the BMC Impact Manager forums on “DevCon”: http://devcon.bmc.com/phpBB2/index.php?c=30&sid=86d1d1f9d71d4729070b79234d96ae90


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3 Introduction

This document outlines how to “extend” the integration between BMC Impact Manager (BEM and SIM) and the Remedy Service Desk by adding categorization information in the incidents created throught IBRSD. In the “BEM” scenario detailed in section 4, events are enriched with categorization (operational and product tiers) information that needs to be conveyed to the Service Desk. Step by step guidelines are provided to implement this functionality In the “SIM” scenario detailed in section 5, incidents created by SIM for service impacts contain the categorization information stored for the CI for which the incident is created. The scenarios in this document can of course be used as a base for other extensions.


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4 BMC Event Manger

4.1 Extending base class

The first thing you will need to do is extend the base class EVENT to accommodate the additional fields. In this step you will need to add additional slots which will map into the INT:Staging form in Remedy. This is typically done in mc_root_redef.baroc. NOTE: You may want to default these to null like below and let Remedy assign them to their default categories. operational_tier1 : STRING; operational_tier2 : STRING; operational_tier3 : STRING; product_tier1 : STRING; product_tier2 : STRING; product_tier3 : STRING; product_model : STRING; product_name : STRING;

4.2 Adding your event policy You will need to create a propagation policy that will forward all qualified events to the IBRSD integration. This can be done with either a propagation rule or via the policy editor.

4.3 Enrich the events

The qualified events that you wish to cut incidents around will need operational and product tier slots populated that were added above. Typically this is done with a combination of refine rules and data tables.

4.4 Extending INT:Staging

Next we need to open INT:Staging in Remedy Admin tool.


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You will need to create new menu fields anywhere in this form. I created a new tab called categorization as noted in the screen capture.

You will need to map these fields to the appropriate menus which will eventually be pushed into HPD:InterfaceIncidentCreate. You will want to create these fields identical to the fields found in HPD:InterfaceIncidentCreate. You can just do a copy of the fields from the HPD:InterfaceIncidentCreate form. After you perform the copy rename the database field name with underscores. Note: Please name your fields with ‘_’ instead of spaces.

4.5 Adding the gateway (IBRSD) mappings

Open the DefaultMapping.map file located in $IBRSD_HOME/conf Add your mapping to the BEMUseCaseNew section operational_tier_1=slot.operational_tier1 operational_tier_2=slot.operational_tier1 operational_tier_3=slot.operational_tier1 product_tier_1=slot.product_tier1


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product_tier_1=slot.product_tier1 product_tier_1=slot.product_tier1

4.6 Pushing the fields

Finally you will need to modify the filter: INT:BiiARS:ISG_CreateInterfaceRecordForOnlyEvent`! Now push the newly created fields by mapping them in the “Fields” section of the filter.


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5 BMC Service Impact Manager

This section of the document will focus on including categorization within the CMDB and including those when cutting tickets using the intelligent ticketing feature of IBRSD. Keep in mind that this will only provide data to the Product Tiers. Also, there will be no need to extend further the INT:Staging form since all required fields and workflow are created out-of-the-box. To extend the capability to include Operational Tiers you will need to extend the CMDB data model which may or may not be advisable.

5.1 Categorize the CIs

The first step is to categorize your CIs within the CMDB Console.

These attributes are already SIM enabled and the values will be published by default as noticed in the next screen shot.


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5.2 Extending the IBRSD_SM_INCIDENT Class

Edit the file “\kb\classes\ibrsd_sm_incident.baroc” under the impact manager directory structure. Add the following slots below in red. This will hold the CTI information gathered from the component which will be used to create the tickets for both root cause and impacted components. MC_EV_CLASS : IBRSD_SM_INCIDENT ISA EVENT DEFINES { comp_id : STRING; comp_name : STRING; comp_class : STRING; comp_category : STRING; comp_type : STRING; comp_item : STRING; comp_status : SIM_NOTIFICATION_STATUS; comp_priority : MC_PRIORITY; comp_cost : REAL; root_causes : LIST_OF STRING;


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prop_destination : LIST_OF STRING; manually_created_incident : INTEGER , default=0; incident_for : STRING; status_incident : STRING; status_reason : STRING; priority_urgency_option : INTEGER; status_impact_option : INTEGER; cell_name : STRING; policy_name : STRING; bOrphanedRoot : INTEGER, default=0; }; END

5.3 Update the Rules

Edit the file kb\rule\ibrsd_root_cause.mrl and ibrsd_orphaned_root_cause.mrl. In each generate_event function add the following in red: generate_event( IBRSD_SM_INCIDENT,[ msg = $CLASS_INFORMATION, comp_id = $COMP.mc_udid, comp_name = $COMP.Name, comp_class = $COMP.CLASS, comp_status = $COMP.status, comp_category = $COMP.Cateogry, comp_type = $COMP.Type, comp_item = $COMP.Item,

comp_priority = $COMP.computed_priority, comp_cost = $COMP.ImpactCostPerSec, root_causes = $COMP.root_causes, severity = $NEW.severity, prop_destination = $POL.prop_destination, incident_for=$POL.incident_for, status_incident=$POL.status_incident, status_reason=$POL.status_reason, priority_urgency_option=$POL.priority_urgency_option, status_impact_option=$POL.status_impact_option, cell_name=$POL.cell_name, policy_name=$POL.name ] )

5.4 Update the IBRSD mappings

Edit the file DefaultMappings.map and add the following mappings noted in red.


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MapName=SIMUseCase CopySource=FALSE #Copy contents of all the slots from source to destination before any translation #SourceClass= #DestinationClass= Description=Mapping for SIM Use Case Enable=TRUE { Short_Description=slot.msg Component_ID=slot.comp_id Impact_Component_Name=slot.comp_name Category = slot.comp_category Type = slot.comp_type Item = slot.comp_item Event_Priority=slot.comp_priority Event_Severity=slot.severity Root_Impact_Component_Names=slot.root_causes Status_Event=slot.comp_status Event_Requester="Jim" Keyword="SIM" z1D_FirstName="SIM" z1D_LastName="User" incident_for=slot.incident_for z1D_StatusIncident=slot.status_incident z1D_StatusReason=slot.status_reason DefaultCustom_Urgency=slot.priority_urgency_option DefaultCustom_Impact=slot.status_impact_option z1D_PolicyName=slot.policy_name z1D_CellName=slot.cell_name z1D_bOrphanedRoot=slot.bOrphanedRoot manually_created_incident=slot.manually_created_incident prop_destination=slot.prop_destination Notes="BMC Impact Manager Initiated Incident" }#end map for SIMUseCase Restart IBRSD to load the new mappings.

5.5 Workflow No workflow changes are necessary since all workflow to move Category, Type and Item are already part of the base workflow.


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6 Conclusion

Please send comments to [email protected].

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