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 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 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: 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 Horizon remedy.resolution required The reason code set in Remedy when the ticket is closed in Horizon remedy.reason.cancelled required The reason code set in Remedy when the ticket is canceled in Horizon The values for many of the required properties are site specific; contact your Remedy administrator for assistance. Restart Horizon. The plugin should be ready to use. When troubleshooting, consult the following log files: ${OPENNMS_HOME}/logs/trouble-ticketer.log Jira Ticketing Plugin TSRM Ticketing Plugin