Chapter 32 Remedy

The Remedy resource adapter is defined in the com.waveset.adapter.RemedyResourceAdapter class.

Adapter Details

Resource Configuration Notes

If you set the ARTCPPORT and ARRPC environment variables, then these values will override the values specified in the Remedy TCP Port and Remedy RPC Socket resource parameters.

Identity Manager Installation Notes

You must place multiple Remedy API libraries in the directory where the Gateway is installed. These libraries can be found on the Remedy server.

Remedy 4.x and 5.x	Remedy 6.3	Remedy 7.0
arapiXX.dll arrpcXX.dll arutlXX.dll where XX matches the version of Remedy. For example, arapi45.dll on Remedy 4.5.	arapi63.dll arrpc63.dll arutl63.dll icudt20.dll icuin20.dll icuuc20.dll	arapi70.dll arrpc70.dll arutl70.dll icudt32.dll icuin32.dll icuuc32.dll

Usage Notes

• Workflows

• Gateway Timeouts

Workflows

See Business Administrator's Guide for more information about Remedy integration.

If you do not enable the Active Sync functionality, then the Remedy adapter automates the integration of Remedy tickets into a Identity Manager workflow.

If you use the Active Sync functionality, then the adapter can be configured to support the following features:

• Querying any Remedy ticket schema

• Filtering tickets based on static criteria, such as status = ”new’.

• Filtering tickets based on dynamic criteria, such as the most recently fetched.

• Specifying a workflow to be launched for each matching ticket.

With Active Sync, the Remedy adapter uses the Update Search Filter, Last Fetched Conjunction, and Last Fetched Filter resource parameters to determine which tickets are returned. The Update Search Filter or Last Fetched Filter, or both, should be used.

The Update Search Filter parameter is an optional parameter that contains an executable Remedy search expression. This parameter can contain any valid search expression that can be entered in the Advanced Search Criteria of the Remedy User application. (Valid search expressions can contain fields, selection values, and keywords.) The adapter does not attempt to check the validity of the search expression.

The following examples illustrate search expressions that would work with the Help Desk Cases sample form provided with the Remedy User application.

• ’Status’ = "New"

• ’Case Type’ = "Problem"

---

Note –

Remedy field names are enclosed in single quotation marks, while values are enclosed in double quotation marks.

---

If the Last Fetched Filter parameter is used, then the Last Fetched Conjunction parameter must also be specified. The Last Fetched Conjection parameter may contain one of the following values:

• AND. The conditions in the Update search filter field as well as the Last Fetched Filter field must be logically True.

• OR. The conditions in either the Update search filter field or the Last Fetched Filter field must be logically True.

The Last Fetched Filter parameter specifies another Remedy search expression, but this expression can contain one or more user attributes defined in Identity Manager. This feature allows you to construct an expression that compares values returned in a previous poll to values returned in the current poll. For example, if the Case ID+ field on your Remedy form contains an ID that is unique for every ticket, then this value can be compared on each poll. If the value is higher on the current poll than on the previous poll, then return information about the ticket. The following expression illustrates this feature:

’Case ID+’ > "$(caseId)"

The value specified between the parentheses must be a Waveset User Attribute defined on the schema map page. The $(caseId) token will be replaced with the value returned on the previous poll. An example value might be HD0000045.

---

Note –

The first time the adapter polls, the Last Fetched Filter is not applied, because there are no previously fetched values. The filter will be run in all subsequent polls.

---

The adapter concatenates the Update search filter, Last Fetched Conjunction, and Last Fetched Filter resource parameters and sends a search expression similar to the following:

’Status’ = "New" AND ’Case ID+’ > "HD00000045"

Gateway Timeouts

The Remedy adapter allows you to use the RA_HANGTIMEOUT resource attribute to specify a timeout value, in seconds. This attribute controls how long before a request to the gateway times out and is considered hung.

You must manually add this attribute to the Resource object as follows:

<ResourceAttribute name=’Hang Timeout’ displayName=’com.waveset.adapter.
RAMessages:RESATTR_HANGTIMEOUT’ type=’int’ description=’com.waveset.adapter.RAMessages:
RESATTR_HANGTIMEOUT_HELP’ value=’NewValue’>
 </ResourceAttribute>

The default value for this attribute is 0, indicating that Identity Manager will not check for a hung connection.

Security Notes

This section provides information about supported connections and privilege requirements.

Supported Connections

Identity Manager uses Remedy APIs to communicate with the Remedy adapter.

Required Administrative Privileges

The account used to login to the Remedy server must be on the permission list of all Remedy objects accessed by Identity Manager.

Provisioning Notes

The attributes of Remedy users are based on a schema that is established within the Remedy application. Refer to the Remedy documentation for information about the schema and details of its operation.

The Remedy adapter supports the following provisioning capabilities:

• Create, update, delete users

• Set passwords

• Iterate accounts

• List accounts

• Allow case-insensitive IDs

• Account login and password authentication

The following table summarizes the provisioning capabilities of this adapter.

Feature	Supported?
Enable/disable account	Not applicable
Expire passwords	No
Rename account	No
Pass-through authentication	No
Before/after actions	No
Data loading methods	Active Sync Import from resource Reconciliation

Account Attributes

The Remedy adapter does not provide default account attributes. Use the following guidelines when adding custom attributes:

• The Waveset User Attribute value can be used in forms and workflows. This attribute must be a valid Remedy field ID. Every field in a Remedy form must have an integer field ID that is unique within that form.

  To view the ID of field from within Remedy Administrator, open the form and select the field. The field ID is displayed in brackets in the Find Field drop down menu.

• If a Resource User Attribute corresponds to a Remedy Diary field, then the attribute value will be multi-valued. Each value in the value list is in the following format:

  Timestamp User Message

  where:

  Timestamp. An integer indicating the number of seconds since 1970-01-01 UTC.

  User. The Remedy user who added the message to the diary.

  Message. The diary entry.

• To allow the Remedy adapter to change passwords, you must do the following:

  • Select the Supports Passwords resource parameter.

  • Add an account attribute in the schema map in which the Identity system user attribute name is password and the attribute type is encrypted. The resource user attribute must be a Remedy field ID that holds the user password.

Resource Object Management

None

Identity Template

The identity template for Remedy is generated by the Remedy system. Any identity template established through Identity Manager is ignored.

Sample Forms

None

Troubleshooting

Use the Identity Manager debug pages to set trace options on the following class:

com.waveset.adapter.RemedyResourceAdapter

In addition, you can set the following Identity Manager logging parameters for the resource instance:

• Log File Path

• Log Level

• Maximum Archives

• Maximum Age Unit

• Maximum Age Length

• Maximum Log File Size

Tracing can also be enabled on the following methods to diagnose problems connecting to the gateway:

• com.waveset.adapter.AgentResourceAdapter#sendRequest

• com.waveset.adapter.AgentResourceAdapter#getResponse