Installing and Customizing Remedy ARS

Follow these steps to install and customize Remedy ARS 7.1.

1. Install Remedy ARS 7.1. Ensure the following components are all installed and properly licensed:

   ARS 7.1.00 Patch 011

   Midtier 7.1.00 Patch 011

   Flashboard Server 7.0.03

   Assignment Engine 7.1

   Asset Management 7.0.03*

   CMDB 2.1.00 Patch 4

   CMDB Extension Loader

   Approval Server 7.1

   Change Management Server 7.0.03 Patch 008*

   Problem Management Server 7.0.03*

   Incident Management Server 7.0.0*3

   User Client

   Administrator Client

   These packages all come with the IT Service Management Pack. Oracle provides example customizations for the Remedy under ITSM 7.0.03 Patch 008 environment. For different versions, the customizations may need to be adjusted to account for changes in the version of Remedy.

2. Install the Cloud Control EMCLI_Client on the same host on which Remedy is installed. This will need to be able to communicate to your Cloud Control Server.

   1. Log in to the Enterprise Manager console.

   2. Choose Setup, then select Command Line Interface from the My Preferences menu.

   3. Click Download the EM CLI kit to your workstation and download the jar to your Remedy server.

   4. Follow the steps given on the page to install the EMCLI client on the Remedy server.

3. Get the latest version of the Change Request Management connector self-update package. Also acquire the latest version of the example Remedy ARS customizations for Cloud Control version 12c.

   These definition files provide a guideline of customizations that must be made in your environment for the integration. These customization files assume a fresh install of Remedy ARS. When integrating with a production instance of Remedy, care should be taken to make sure these customizations are compatible with any previous customizations that have been made to the Remedy instance.

   • ActiveLinks _Customization.def

   • Forms_Customization.def

   • Menus_Customization.def

   • Webservices_Customization.def

   To get these definition files, in the Enterprise Manager Self Update user interface, export the connector. The definition files are inside this connector package.

4. Install the four definition files (.DEF) files in the running Remedy environment by completing these steps:

   1. Log into the Remedy Administrator tool.

   2. Select the Remedy instance from the hierarchy on the left.

   3. From the Tools menu, select Import Definitions, then select From Definition File...

   4. Select the definition file to import from the list above.

   5. Check the box labeled Replace Objects on the Destination Server.

   6. Choose the drop down option Replace With New Type.

   7. Click Import.

   8. You should not encounter any errors during this process. At the end of import there should be an Import Complete message.

   9. When done, repeat for the rest of the customization files.

5. Customize Web Services.

   1. Log into Remedy Administrator tool.

   2. Select Webservices, then select the webservice EMCCC_GetCR. Right click, then select Open.

   3. Select the WSDL tab.

   4. In the input on top, modify the midtier_server and servername values in the WSDL Handler URL.

   5. If midtier is on localhost, you can enter localhost right after http://.

   6. If the midtier uses port 80, you can omit the port, otherwise include the port after the server name.

   7. For the servername after "public/", enter the name of the Remedy server.

   8. Click View.

   9. You should see an XML representing the webservice WSDL file for the webservice.

   10. If you see an error, check the midtier_server name, port, or servername. Also, you can try adding/removing the domain part of the servername. Another possible issue occurs when the midtier password set in Remedy's System > General > Serverinfo > Connection Settings may not be set correctly. Be sure to check this also if the WSDL XML is not returned.

   11. If you see the XML content after clicking View, then close this window and save the changes.

   12. Repeat all above steps with the webservices EMCCC_PublishCSData and EMCCC_UpdateChangeRequest.

6. Customize Active Links.

   1. Log in to Remedy Administrator tool.

   2. Select active links and then select the active link EMCCCC_ApprovedCR. Right click, then select Open.

   3. Click the If Action tab.

   4. Click the Current Action Run Process at the end of the list of actions.

   5. In the Command Line field, change the path to emcli.bat to match that of where you installed the emcli on the local host.

7. Create a user in Remedy that will be used for creating requests that will be used for automatic observation reconciliation:

   1. Log in to BMC Remedy User Client as an administrative user.

   2. Click Application Administration Console on the User Client Home Page.

   3. Click Create for each step 1 through 4 in this wizard.

   4. When adding the person, add the support group under the Support Groups tab.

   5. Under the Support Groups Tab, select sub tab Support Group Functional Roles.

   6. Add Support groups with functional role of Infrastructure Change Management. Without this, you will not be able to create change requests as the Infrastructure Change Manager fields support group will not have values.

   7. Go to AR System Administrator Console.

   8. On the left side bar, select Application, then Users/Groups/Roles, then Select Users.

   9. This will load the user search page. Click Search at the top right.

   10. Double-click the newly created user above to bring up the user form.

   11. Click the down arrow next to "Group List" field and select Infrastructure Change Master.

   12. Repeat the previous step and add the following Groups to this user as well.

       Infrastructure Change Submit

       Infrastructure Change User

       Infrastructure Change Viewer

   13. Save the changes to this user by clicking the Save button in the upper right hand corner of the window.