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=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 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 ({group} below refers to values from this list).

remedy.assignedgroup.{group}

Assigned group for the target group {group}.

remedy.assignedsupportcompany.{group}

Assigned support company for the target group {group}.

remedy.assignedsupportorganization.{group}

Assigned support organization for the target group {group}.
The values for many of the required properties are site specific; contact your Remedy administrator for assistance.

Restart Horizon.

Troubleshooting

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

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