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msp_remedy_endpoint

Installation

Please refer to the MSP Gateway home page for installation/setup instructions.

MSP Gateway

Creating a New Customer Endpoint (Remedy)

Click on the blue New button on MSP Customer Endpoints, or navigate to the Add Customer tab under the Perspectium MSP application menu. This will open the following form:

Company: will be pre-populated with the current customer name.

(Endpoint) Type: select BMC Remedy in the dropdown menu.

ITSM Module: a dropdown with one choice of Incident Management.

Currently Incident Management will be the only supported module in MSP Version 1.

Replication Group: represents the assignment group for triggering replication of incidents.

Integration User: this field is automatically populated with a generated user based on company name. You can also use the dropdown menu to change the integration user.

Active: a checkbox indicating if the endpoint is active or not.

Endpoint URL: the customer/target endpoint URL (if an Endpoint Alias is not specified, this field will be used as the Source/Target System display name when generating the MSP Mappings table).

Endpoint Alias: this field is optional; if you choose to give this endpoint an alias it will be used as the Source/Target System display name when generating the MSP Mappings table (instead of the Endpoint URL).

User/Password: populate with your Remedy account credentials.

Requires Repeater Agent: defaults to unchecked; if this box is checked, queue request will be true.

Each customer should have a unique Remedy endpoint URL; save/insert of a new endpoint should be blocked in this case.

Advanced tab

This tab has fields Max Retries, Retry Wait Time, Connection Timeout (these 3 fields will be populated with default values), Proxy URL, Proxy User, and Proxy Password.

MSP Remedy Settings tab (Scheduled Job)

The Remedy Polling Scheduled Job will query Remedy's database for any updated incidents within a time range (the query will check for all records after the specified start date/time and before the current time - 1 minute); it will send all updated incidents (including attachments) back to ServiceNow. If the Scheduled Job is able to successfully query Remedy, it will update the last update timestamp value. If it receives a failure response from Remedy, there will be an alert generated in your ServiceNow instance. If Endpoint Type is Remedy, an additional section called MSP Remedy Endpoint Settings will appear below (this section can be expanded/collapsed). This section contains the following field settings for the Remedy Polling Scheduled Job.

Remedy Query: string field with default value of 'Incident Number' LIKE \“INC%“\. This demonstrates an example of how to structure a query string to search for specific incidents starting with “INC”.

Last Modified Field: string field with default value of Last Modified Date; this specifies the field to check for the latest timestamps.

RemedyAPI Form: string field with default value of HPD:IncidentInterface; this specifies the Remedy form to query from (similar to a ServiceNow table).

Remedy Query Timestamp: this field shows the last time Remedy was queried; there is a date picker to edit the date/time to start querying from.

Once you click Save (or Save and Exit), the MSP Endpoint Table with the newly added endpoint will be generated. In addition, the Table Map, Transform Map, Dynamic Share, and Shared Queue will automatically be generated for this newly created endpoint configuration. Similarly, if you click on the “Edit Dynamic Share” link, it will direct you to the generated dynamic share. If you click on the “View Import Set Table” link, it will direct you to a list view of the dedicated import set table for this customer endpoint.

In addition, the MSP Mappings table will automatically be generated below the endpoint table (see screenshot below).

MSP Mappings table

Describes the bi-directional flow of messages from the Source to Target system. There should be 3 Mapping rows (1 additional row for the source message type of getComments; this row will link to the Common Comment Incident transform map.) *The rows on the Mappings table cannot be edited.

Source system: indicates where the message originated from. As mentioned before, if an Endpoint Alias was provided in the endpoint configuration it will be used as the Source system value.

Source format: type of the source message. Remedy has an additional source message type for comments, which is linked to a separate transform map.

Maps to: the “maps to” link will direct you to either the (previously generated) table map, transform map, or corresponding SIAM Mapping depending on the direction of the message. The “SIAM Mapping (maps to)” link will direct you SIAM Mapping Page where you can view/edit mappings.

Target format: type of the target message.

Target system: indicates the message's target destination. If an Endpoint Alias was specified in the endpoint configuration it will be used as the Target system value, otherwise it will default to the Endpoint URL.

Viewing a Customer

To drill into and view endpoint and mapping details for an existing customer from the MSP Customers home page, click on the row with the customer's name. This will display all the endpoints for this customer.

*Note*: if you click the Active checkbox on the top of this customer page, the Dynamic Share(s), Transform Map(s), and Scheduled Job for all the customer's corresponding endpoints will be activated/deactivated accordingly to prevent data from flowing in/out.

To drill into an endpoint configuration record, click on a row in the MSP Customer Endpoints table. This will display the endpoint record as well as its corresponding mappings.

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*Note*: If you click the Active checkbox to activate or deactivate an endpoint the Dynamic Share, Transform Map, and Scheduled Job for that specific endpoint will be activated/deactivated accordingly.

Deleting a Customer Endpoint

Once you click Delete on the MSP Customer Endpoint record, that specific endpoint and its associated Mappings will be deleted, along with the associated Table Map(s), Transform Map(s), Dynamic Share, and Shared Queue artifacts.

*Note*: Customers cannot be deleted.

Exporting SIAM Mappings for Remedy Endpoint

Remedy SIAM mappings can be exported individually. The process to export Remedy SIAM mappings individually is described below.

To export SIAM mappings individually, navigate to the Remedy endpoint you want to export.

You can locate MSP Endpoint by going to: Perspectium MSP > Manage Customers > MSP Customers (select from the list) > MSP Customer Endpoint. Then select the Remedy endpoint.

In the Endpoint, there should be a list of mappings under MSP Mappings.

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Under the MSP Mappings list, select (SIAM map) maps to→. The following page should load:

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Click the export button: Export to XML/JSON. Save the file locally for importing later.

Click Save to save the SIAM Mapping Page changes.

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Repeat the above steps for any additional (SIAM map) maps to→ mappings table(s).

Importing SIAM Mappings for Remedy Endpoint

Remedy SIAM mappings can be imported individually (after an initial export). The process to import Remedy SIAM mappings individually is described below.

*Note:* To import existing SIAM mapping tables, make sure you have exported them first. See Exporting SIAM Mappings for Remedy Endpoint for more details.

To import SIAM mappings individually, navigate to the Remedy endpoint you want to import SIAM mappings to.

You can locate MSP Endpoint by going to: Perspectium MSP > Manage Customers > MSP Customers (select from the list) > MSP Customer Endpoint. Then select the Remedy endpoint.

In the Endpoint, there should be a list of mappings under MSP Mappings.

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Under the MSP Mappings list, select (SIAM map) maps to→. The following page should load:

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Click the import button: Import from XML/JSON. Select an XML/JSON file to import.

Click Save to save the SIAM Mapping Page changes.

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Repeat the above steps for any additional (SIAM map) maps to→ mappings table(s).

msp_remedy_endpoint.txt · Last modified: 2019/01/04 13:49 by linda.nguyen