Remedy Ticketing Plugin

The Remedy ticketing plugin creates requests in the BMC Remedy ARS Help Desk Module in response to Meridian alarms.

Remedy Product Overview

It’s important to be specific when discussing Remedy, because BMC Remedy is a suite of products. The Meridian 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 Meridian Remedy ticketing plugin. Contact your Remedy administrator for help with required configuration tasks.

Supported Remedy Product Versions

Currently supported Remedy product versions are listed below:

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 Meridian core packages.

Start by enabling the plugin and the ticket controls in the Meridian web interface, by setting the following properties in ${OPENNMS_HOME}/etc/opennms.properties:

opennms.ticketer.plugin=org.opennms.netmgt.ticketer.remedy.RemedyTicketerPlugin
opennms.alarmTroubleTicketEnabled = true

In 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 Required Description

remedy.username

required

Username for authenticating to Remedy

remedy.password

required

Password for authenticating to Remedy

remedy.authentication

optional

Authentication style to use

remedy.locale

optional

Locale for text when creating and updating tickets

remedy.timezone

optional

Timezone for interaction with Remedy

remedy.endpoint

required

The endpoint URL of the HPD web service

remedy.portname

required

The Port name of the HPD web service

remedy.createendpoint

required

The endpoint location of the Create-HPD web service

remedy.createportname

required

The Port name of the Create-HPD web service

remedy.targetgroups

optional

Colon-separated list of Remedy groups to which created tickets may be assigned ({\groupp} below refers to values from this list)

remedy.assignedgroup.{\groupp}

optional

Assigned group for the target group {\groupp}

remedy.assignedsupportcompany.{\groupp}

optional

Assigned support company for the target group {\groupp}

remedy.assignedsupportorganization.{\groupp}

optional

Assigned support organization for the target group {\groupp}

remedy.assignedgroup

required

Default group to assign the ticket in case the ticket itself lacks information about a target assigned group

remedy.firstname

required

First name for ticket creation and updating. Must exist in Remedy.

remedy.lastname

required

Last name for ticket creation and updating. Must exist in Remedy.

remedy.serviceCI

required

A valid Remedy Service CI for ticket creation

remedy.serviceCIReconID

required

A valid Remedy Service CI Reconciliation ID for ticket creation

remedy.assignedsupportcompany

required

A valid default assigned support company for ticket creation

remedy.assignedsupportorganization

required

A valid default assigned support organization for ticket creation

remedy.categorizationtier1

required

A valid categorization tier (primary) for ticket creation

remedy.categorizationtier2

required

A valid categorization tier (secondary) for ticket creation

remedy.categorizationtier3

required

A valid categorization tier (tertiary) for ticket creation

remedy.serviceType

required

A valid service type for ticket creation

remedy.reportedSource

required

A valid reported source for ticket creation

remedy.impact

required

A valid value for impact, used in ticket creation

remedy.urgency

required

A valid value for urgency, used in ticket creation

remedy.reason.reopen

required

The reason code set in Remedy when the ticket is reopened in Meridian

remedy.resolution

required

The reason code set in Remedy when the ticket is closed in Meridian

remedy.reason.cancelled

required

The reason code set in Remedy when the ticket is canceled in Meridian

The values for many of the required properties are site specific; contact your Remedy administrator for assistance.

Restart Meridian.

The plugin should be ready to use. When troubleshooting, consult the following log files:

  • ${OPENNMS_HOME}/logs/trouble-ticketer.log