Introduction

ConnectALL provides the ability to sync the data in the Remedy AR system to other applications using its REST API for Remedy version 9+. Due to the differences in the implementation, the licensing of the adapters is also done differently for each version. Remedy version 9+ will use a license key named remedy.key. ConnectALL interacts with Remedy 9.x via REST API.

Supported Entity Types

 Incident

 Work Order

 Change Request

 Task

(tick) Task – Parent Issue Linking

Supported Functionalities

 Sync Fields

 Sync Attachments

 Sync Comments



Application Link Configuration

  • Click Integrations from the top navigation bar. The below screen will be displayed.
  • Select the applications from the drop-down list to create an application link between BMC Remedy and another application.
  • Provide a unique name for your app-link.
  • Click Map Apps.


Entity Mapping

  • Remedy IP, REST API Port and User credentials are required to configure the application in ConnectALL.
  • Input the "form" and "staging_form" information as below:

             

  • form - This input form information will be used to Read and Update the records. This field can accept both Regular and Join forms as input.
  • staging_form - This input form information will be used to Create records. Only Regular forms are allowed to be configured.
  • Additionally, instead of manually entering the form information, ConnectALL can display the Remedy form information as drop down values.
  • Since there is no direct API support from Remedy to get the list of form details, you may have to deploy an API in Remedy server to fetch the list of form details. If you do not wish to deploy the API, then we would suggest you provide the form name manually as suggested above.
  • To deploy the jar, please get in touch with ConnectALL Support.
  • Place the jar inside the Tomcat/webapps location on the Remedy server and restart your Remedy Server.
  • Change the below property keys in MULE_HOME/conf/ConnectAll.properties
KeyValueDescription
remedy.arapi.enabledY or N

Default value will be set to N - which means the API is not deployed to Remedy server

If set to Y - which means API is deployed to Remedy server and ready to be used

remedy.arserverremedy-machinename or remedy-ipSpecify the machine name as doc.connectall.com or ip alone
remedy.tomcat.details http://ip:port

Mention the ip and the tomcat port details.

ip would be same as the one which will be configured in ConnectALL during app link creation.

port will be different (default tomcat port is 8080). 

remedy.arserver.portarserver port

Default value will be set to 0000.

If your ARSERVER is running on a specific port, please mention the same. Otherwise do not change the port reference.

After providing the above information, upon clicking on the "Configure Fields" button, provide the additional metadata information as shown below:

  • form_key and form_date – displays the list of fields from the "form" input.
  • staging_form_key and staging_form_date – displays the list of fields from the "staging_form" input.

Note
  • If you are on ConnectALL version 2.10.22 or above, note that ConnectALL allows you to select the BMC Remedy version as displayed in the below screenshot. Please select the correct BMC Remedy version in the ConnectALL UI. This is essential as Remedy has introduced a new API in version 20.x, and due to that, ConnectALL requires the correct Remedy version to be chosen to be able to retrieve the fields for field mapping. 



  • When the 'Create' option is enabled against 'Sync Operations' field, then the staging fields i.e.staging_form_key and staging_form_date (in the above image) will be enabled and will be available for selection.


Unique Identifiers

As ConnectALL requires unique identifier(s) field information for each form, the inputs required have to be explicitly chosen as the metadata information.

  • form_key - "form" unique key field. ConnectALL uses this field output to update the record(s).
  • form_date - "form" unique date identifier. ConnectALL uses this field output to determine the last updated date and time of a record(s).
  • staging_form_key - "staging_form" unique key field. This field info will be saved as the unique identifier in ConnectALL to further read/update the records.
  • staging_form_date - "staging_from" unique date identifier. This field info will be saved as the last updated time of the record.


Date Time Format

ConnectALL uses the first mentioned format in the Date Formats field (Entity Mapping screen) for querying modified records. If the modified records are not being queried, check the given format or specify a format. If no format is configured, ConnectALL falls back to the default format. An invalid date format causes a sync failure and an error message will be displayed to that effect. Say you mentioned two date formats. If the first is a valid one, and if the second is not, the sync will happen successfully as ConnectALL uses the first mentioned format. The default time format for BMC Remedy is the following:

yyyy-MM-dd'T'HH:mm:ss.SSSZ

Field Mapping

The fields listed as part of "Field Mapping" are from the "form" input, and you are allowed to map only those fields.

However, when trying to create a record "staging_form" information will be used. Therefore, ConnectALL requires the corresponding staging_field_id for each field mapped. To make this happen, click on the  in the field configuration.

                                                                                                             

Select the "Staging Field Id" information as the respective field to be mapped and save the changes. Here in this example, they are both "Description".

                                                                                                                                             

Dependency Field Configuration

To update certain fields in Remedy say "Assignee" or "Assigned Group" fields of Incident Management System. This field information cannot be directly updated during create/update of records. These fields are special fields, and to update them, certain dependency fields are also required. As well, when trying to do value mapping for these types of fields, values will not be available to map.

For example, to update the "Assigned Group" field, Remedy expects the following dependent field information:

  1. Assigned Group ID
  2. Assigned Support Company
  3. Assigned Support Organization

The dependent field information can be fetched from "CTM:All_SupportGroups" (or any equivalent form - it can be any type of form). The following fields of "CTM:All_SupportGroups" provide the corresponding dependent values:

  1. Request ID → "Assigned Group ID"
  2. Company → "Assigned Support Company"
  3. Support_Organization → "Assigned Support Organization"

The dependent field information should be configured in ConnectALL as follows. Click the cogwheel icon against the Priority (Jira) ↔ Assigned Group ID (Remedy) field mapping row.

                                                                                                                           

  • Select the "Staging Field Id" as required.
  • Under "Reference Type" provide the "CTM:All_SupportGroups" as the input or any corresponding form information which can yield the desired values.
  • After giving the input, ConnectALL will fetch the "CTM:All_SupportGroups" field information and will display it as followed.


                                                                                                                     

  • Reference Type Fields - The corresponding chosen field values will be displayed during the value mapping.
  • Dependent Fields - There is multiple fields of information that need to be selected: Request ID, Company and Support Organization.
  • After saving the changes, and we try to do value mapping for this field, the "Support_Group" values will be listed as below:

Note

Only if you have completed the configurations in the 'Field Configuration' screen (by clicking the cogwheel icon), the above values will be displayed in the drop-down list. So please ensure to complete the configurations in the 'Field Configurations' screen before doing the Value Mapping. 

  • Define the mappings for the dependent fields between "CTM:All_SupportGroups" and "HPD:Help Desk"/"HPD:IncidentInterface_Create" under MULE_HOME/conf/RemedyDependentFormFields.json as follows:

  • We can add any number of form/dependent form information in this json as and when required.
  • For any change in the json ConnectALL core service restart is required.


Remedy Description/Notes

When configuring Remedy Description/Detailed Description/Notes/etc fields with any html/wiki field on the destination application, always ensure to choose the Remedy field datatype as "PlainText". Because Remedy does not have html format support, choosing the datatype as "PlainText" is mandatory; otherwise, unnecessary html tags will be synced along with the data.

It suggested to have only plain text content as the destination field when mapping these type of fields. Otherwise, during the reverse sync from Remedy to the destination application, formatting may not be retained.

Configuration to Sync into CI Field

When you have a CI field (below image) in Remedy into which you need data to sync in, do the configuration explained further below.

                                                                                                     

Procedure

  1. Stop the ConnectALL core service and append the below content to the json file 'RemedyDependentFormFields.json' available in the path: MULE_HOME/conf/

    {
       "form":"HPD:Help Desk",
       "fieldform":"BMC.CORE:BMC_BaseElement",
       "values":[
          {
             "source":"HPD_CI_ReconID",
             "destination":"ReconciliationIdentity"
          }
       ]
    },
    {
       "form":"HPD:IncidentInterface_Create",
       "fieldform":"BMC.CORE:BMC_BaseElement",
       "values":[
          {
             "source":"HPD_CI_ReconID",
             "destination":"ReconciliationIdentity"
          }
       ]
    }
    
    
    CODE


  2. Once added, the json file resembles the below image. Restart the ConnectALL core service.


  3. In the app-link, map the HPD_CI field as shown in the below image.



  4. Click the cogwheel icon. The Field Configuration screen will be displayed. Select the options listed below. 

    Fields Options
    Staging Field IDHPD_CI
    Reference Type BMC.CORE:BMC_BaseElement
    Reference Type FieldsName
    Dependent FieldsReconciliationIdentity
    The below image illustrates the options to select against the respective fields.




  5. Map the values as illustrated in the below image in the Value Mapping screen. 



Note

Map only the values (selected against the record) for which the selected customer (in the Customer field) has access to. If you map any other values for which the customer does not have the necessary permission (or access), the updates will be affected.



Remedy Support for Automatic Value Mapping for User Type Fields

Remedy always returns and accepts only a users 'Full Name' for the user type fields. In order to support automatic value mapping for these user type fields with the destination adapter, ConnectALL provides an option (below image). For the user type fields, configure the field configuration as shown below:

The option to select the search by field depends on the destination adapter against which Remedy is integrated.

For example,

  • if Remedy is integrated with VSTS, then choose Internet E-mail as the search by field. 
  • if Remedy is integrated with JIRA, then choose Remedy Login ID as the search by field.

Search By

  • Ensure that the user detail saved in the ‘CTM:People’ screen in BMC Remedy is identical to other adapters. For example, If you have configured the email address for the name Mary Mann as mmann@example.com in Remedy, the same email address should be accepted in VSTS.

  • If you enable the user search by option in BMC Remedy, you do not have to enable the automatic user value option for the other adapter. Enabling this option for Remedy alone is sufficient to handle both the source and destination type values.



Remedy Comments and Attachment Support

Abstract

Remedy Comments & Attachment features in ConnectAll are a custom configuration. These are a deviation from the regular stereotypes. We have made exclusive screens for better configuration usability. The actual challenge was to correlate the Comments/Attachment related with the parent form & then pull out the agent comments and associated attachments without any hassles. Below you will see how that is done.

ConnectALL Comments & Attachment Configurations

  1. Perform an Application Link between Remedy and the VSTS application. In this illustration, we are using the 'Incident' form type in Remedy and 'User Story' type in VSTS.
  2. Navigate to the Field Mapping where the user will have a provision to link the Comments(Type=RemedyComments) & History(System.Hstory) as shown below.



  3. After clicking add, the user will see the mapping successfully available in the field mapping window. Now, the user must configure remedy comment related metadata as highlighted in the below snapshot.




  4. After clicking the above highlighted button, a user will see a popup. From thereon, there will be a provision to provide the applicable comment related form. After clicking the "Get Form Fields", the page will reload and prompt for the required metadata information to be provided. (See the picture below.)



  5. After providing the appropriate field which coordinates to the respective ConnectAll Term Field, save this information by clicking "Save Mapping". This information will be stored in the ConnectALL core service database and later used for processing the comments related to the respective form type.
  6. If you need to change something after saving the mapping, click on the same cog wheel to re-configure the mapping. But, before getting to the Remedy - Comments(Field Mapping) Screen the user will see a message as show below.



  7. Comments configuration is done in a similar way as described above. The user needs to configure ConnectALL for attachments. In the field mapping main grid, you will select the Remedy Attachment(Type=RemedyAttachment) & in VSTS select AttachedFiles. Below is a snapshot depicting this. Keep in mind that the remedy attachment will always be a one sided mapping(Attachment Flows from remedy to the participating application) - Please make sure this is specified as shown below.



  8. Once you complete the mapping (as above), complete the metadata configuration in the comments section. Click the cog wheel to begin the configuration.
  9. After you begin the configuration, you will be redirected to the Remedy-Attachments(Field Mapping) screen where you can choose the corresponding form related to the attachments and configure the fields related.



  10. Once the above configuration is completed and saved, the metadata for the attachments is stored in the ConnectALL core service database so Remedy can sync the attachment(s) from the participating application quickly. Similar to the comments, at any point while performing the field mapping and if you want to reconfigure, you can do so by clicking on the cog wheel.  You will be notified of the existing configuration before being able to proceed further.

Pertaining to Remedy, attachments are specific to the work log which inherits from the Main form. So, for one work log, there can be multiple attachments, but in ConnectALL, at least one attachment field needs to be specified and a maximum of three can be configured. 

In a BMC Remedy <-> ServiceNow app-link, if you are facing comment synchronization issues, modify the below-mentioned property in the ConnectAll.properties file and add the app-link name followed by the workload type. 

remedy.comment.info.type=<Applink Name>*~*<WorkLogType>

When you do the above property modification and add the app-link name and work log type, it will look like this:
remedy.comment.info.type=Snow2Remedy*~*General Information.

In the above example, 'Snow2Remedy' is the name of the app link, and 'General Information is the work log type. If you have multiple app-links, separate the app-links using a comma (as given below).
remedy.comment.info.type=<Applink Name1><WorkLogType>,<Applink Name2><WorkLogType>  

You may refer to the respective mapping information at any time. - CommentsAttachments_Field_Mapping_Sheet.xlsx

Time Difference Configuration

To know how to calculate the time difference, and configure it in the ConnectALL UI,  read the topic Time Difference Configuration.