Remedy Ticketing Plugin
The Remedy ticketing plugin creates requests in the BMC Remedy ARS Help Desk Module in response to Horizon alarms.
Remedy product overview
It’s important to be specific when discussing Remedy, because BMC Remedy is a suite of products. The Horizon Remedy ticketing plugin requires the core Remedy ARS and the Help Desk Module. The Help Desk Module contains a Help Desk Interface Web Service, which serves as the endpoint for creating, updating, and fetching tickets.
The Help Desk Interface (HDI) Web Service requires extensive configuration for its basic operation, and may need additional customization to interoperate with the Horizon Remedy ticketing plugin. Contact your Remedy administrator for help with required configuration tasks.
Supported remedy product versions
Currently supported Remedy product versions:
| Product | Version |
|---|---|
Remedy ARS |
7.6.04 Service Pack 2 |
Help Desk Module |
7.6.04 Service Pack 1 |
HDI Web Service |
Same as Help Desk Module |
Setup
The Remedy ticketing plugin and its dependencies are part of the Horizon core packages.
Start by enabling the plugin and the ticket controls in the Horizon web interface, by setting the following properties in $OPENNMS_HOME/etc/opennms.properties.d/ticketer.properties (create the file if it does not exist):
opennms.ticketer.plugin=org.opennms.netmgt.ticketer.remedy.RemedyTicketerPlugin
opennms.alarmTroubleTicketEnabled=trueIn the same file, set the property opennms.alarmTroubleTicketLinkTemplate to a value appropriate for constructing a link to tickets in the Remedy web interface.
You must customize the sample value for your site.
The token ${id} will be replaced with the Remedy ticket ID when the link is rendered.
Now configure the plugin itself by setting the following properties in $OPENNMS_HOME/etc/remedy.properties:
| Name | Description |
|---|---|
Required |
|
remedy.username |
Username for authenticating to Remedy. |
remedy.password |
Password for authenticating to Remedy. |
remedy.endpoint |
The endpoint URL of the HPD web service |
remedy.portname |
The port name of the HPD web service |
remedy.createendpoint |
The endpoint location of the Create-HPD web service |
remedy.createportname |
The port name of the Create-HPD web service |
remedy.assignedgroup |
Default group to assign the ticket in case the ticket itself lacks information about a target assigned group. |
remedy.firstname |
First name for ticket creation and updating. Must exist in Remedy. |
remedy.lastname |
Last name for ticket creation and updating. Must exist in Remedy. |
remedy.serviceCI |
A valid Remedy Service CI for ticket creation. |
remedy.serviceCIReconID |
A valid Remedy Service CI Reconciliation ID for ticket creation. |
remedy.assignedsupportcompany |
A valid default assigned support company for ticket creation. |
remedy.assignedsupportorganization |
A valid default assigned support organization for ticket creation. |
remedy.categorizationtier1 |
A valid categorization tier (primary) for ticket creation. |
remedy.categorizationtier2 |
A valid categorization tier (secondary) for ticket creation. |
remedy.categorizationtier3 |
A valid categorization tier (tertiary) for ticket creation. |
remedy.serviceType |
A valid service type for ticket creation. |
remedy.reportedSource |
A valid reported source for ticket creation. |
remedy.impact |
A valid value for impact, used in ticket creation. |
remedy.urgency |
A valid value for urgency, used in ticket creation. |
remedy.reason.reopen |
The reason code set in Remedy when the ticket is reopened in Horizon. |
remedy.resolution |
The reason code set in Remedy when the ticket is closed in Horizon. |
remedy.reason.cancelled |
The reason code set in Remedy when the ticket is canceled in Horizon. |
Optional |
|
remedy.authentication |
Authentication style to use. |
remedy.locale |
Locale for text when creating and updating tickets. |
remedy.timezone |
Timezone for interaction with Remedy. |
remedy.targetgroups |
Colon-separated list of Remedy groups to which created tickets may be assigned ( |
remedy.assignedgroup.{group} |
Assigned group for the target group |
remedy.assignedsupportcompany.{group} |
Assigned support company for the target group |
remedy.assignedsupportorganization.{group} |
Assigned support organization for the target group |
| The values for many of the required properties are site specific; contact your Remedy administrator for assistance. |
Restart Horizon.