White Paper

Integrating SRM 2.1.00 with

Help Desk 6.0 and Change
Management 6.0

January 2008

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White Paper

Integrating SRM 2.1.00 with Help

Desk 6.0 and Change Management
6.0
This white paper covers the installation and configuration of the Service Request
Management (SRM) 2.1.00 application and its integration with the BMC Remedy
Help Desk (Help Desk) 6.0 and BMC Remedy Change Management (Change
Management) 6.0 applications.
The following topics are provided:
„ Installation prerequisites (page 6)
„ Installing the integration on the SRM system (page 6)
„ Installing the integration on the remote ITSM application system (page 8)
„ Configuring the integration (page 10)
„ Features status synchronization (page 13)
„ Unsupported SRM features (page 17)

Integrating SRM 2.1.00 with Help Desk 6.0 and Change Management 6.0 5
White Paper

Installation prerequisites
You must meet the following prerequisites to install and configure the SRM
integration with Help Desk 6.0 and Change Management 6.0.
Table 1-1: Installation and configuration prerequisites
System requirements Description
ITSM 6.0 application Help Desk 6.0 and Change Management 6.0 applications must
requirements reside on a different server than SRM 2.1.00.
AR System requirements The AR System that is being used for Help Desk 6.0 or Change
Management 6.0 must be upgraded to AR System 7.0.1 or
later.

Installing the integration on the SRM system

Use the following procedure to install the integration on the SRM system.

IMPORTANT
The integration installer is available only on Windows systems.

X To install the integration on the SRM system

1 On the Windows system where SRM 2.1.00 is installed, locate the
Remote_ITSM60_PATCH.zip file, and then unzip it.
By default, the location is C:\Program Files\BMC Software\BMC Service Request
Management 2.1 Patch 001\Remote_ITSM60_PATCH.zip.

Files will be unzipped into the ..\Remote_ITSM60_PATCH folder.

NOTE
If you are integrating only with Help Desk 6.0, skip to step 4.

2 For integration with Change Management 6.0, open a command prompt window,
navigate to the ..\Remote_ITSM60_PATCH\SRM Machine\SRM_CM\patches\SRM20ITSM
directory, and then run setup.bat.

NOTE
When executing the setup.bat file, use the following parameters:
setup <Server> <User> <Password> <Port>
The <Server>, <User>, and <Password> parameters are required. The <Port>
number is optional. When executing the setup.bat file from the command line,
enclose these parameters in double quotation marks (for example, "User Name").

This patch updates form, workflow, and system data definitions. If you are
running a customized version of SRM, your customizations might get overridden.

6 Integrating SRM 2.1.00 with Help Desk 6.0 and Change Management 6.0
 Integrating SRM 2.1.00 with Help Desk 6.0 and Change Management 6.0

3 Check the log files.

The log files are found under the ..\SRM_CM\patches\SRM20ITSM\Logs directory.
You can view the SRM2ITSM7Fix.html file for any install issues.
4 For integration with Help Desk 6.0, open a command prompt window, navigate to
the ..\Remote_ITSM60_PATCH\SRM Machine\SRM_HD\patches\SRM20ITSM directory,
and then run setup.bat.

NOTE
When executing the setup.bat file, use the following parameters:
setup <Server> <User> <Password> <Port>
The <Server>, <User>, and <Password> parameters are required. The <Port>
number is optional. When executing the setup.bat file from the command line,
enclose these parameters in double quotation marks (for example, "User Name").

This patch updates form, workflow, and system data definitions. If you are
running a customized version of SRM, your customizations might get overridden.
5 Check the log files.
The log files are found under the ..\SRM_HD\patches\SRM20ITSM\Logs directory.
You can view the SRM2ITSM7Fix.html file for any install issues.
6 After you have installed the integration, stop the AR System server.
7 Locate the current caieventcmd.dll file (or the corresponding libcaieventcmd file
on UNIX® systems, for example, libcaieventcmd.a for AIX®).
You can determine the location of this file by looking in the ar.cfg file (or in
ar.conf on UNIX systems).

8 From the ..\Remote_ITSM60_PATCH\CAI Plug-in directory, locate the folder

corresponding to the operating system on which your AR System server is
running.
9 Copy the new caieventcmd.dll (or libcaieventcmd) file to the location of the
existing file and overwrite it.
10 Restart the AR System server.

Installing the integration on the SRM system 7

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Installing the integration on the remote ITSM

application system
Use the following procedure to install the integration on the remote ITSM system.

X To install the integration on the remote ITSM system

NOTE
If you have only Help Desk 6.0 installed, skip to step 3.

1 For integration with Change Management 6.0, open a command prompt window,
navigate to the ..\REMOTE_ITSM60_APPS\CHG\patches\SRM20 ITSM directory, and
then run setup.bat.

NOTE
When executing the setup.bat file, use the following parameters:
setup <Server> <User> <Password> <Port>
The <Server>, <User>, and <Password> parameters are required. The <Port>
number is optional. When executing the setup.bat file from the command line,
enclose these parameters in double quotation marks (for example, "User Name").

This patch updates form, workflow, and system data definitions. If you are
running a customized version of Change Management, your customizations might
get overridden.
2 Check the log files.
The log files are found under the
..\REMOTE_ITSM60_APPS\CHG\patches\SRM20ITSM\Logs directory. You can view the
SRM2ITSM7Fix.html file for any install issues.

3 For integration with Help Desk 6.0, open a command prompt window, navigate to
the ..\REMOTE_ITSM60_APPS\HPD\patches\SRM20 ITSM directory, and then run
setup.bat.

NOTE
When executing the setup.bat file, use the following parameters:
setup <Server> <User> <Password> <Port>
The <Server>, <User>, and <Password> parameters are required. The <Port>
number is optional. When executing the setup.bat file from the command line,
enclose these parameters in double quotation marks (for example, "User Name").

This patch updates form, workflow, and system data definitions. If you are
running a customized version of Help Desk, your customizations might get
overridden.

8 Integrating SRM 2.1.00 with Help Desk 6.0 and Change Management 6.0
 Integrating SRM 2.1.00 with Help Desk 6.0 and Change Management 6.0

4 Check the log files.

The log files are found under the
..\Remote_ITSM60_PATCH\REMOTE_ITSM60_APPS\HPD\patches\SRM20IT SM\Logs
directory. You can view the SRM2ITSM7Fix.html file for any install issues.
5 After you have installed the integration, create a /bin directory in the application
installation directory if it does not already exist.
For example:
../Program Files/AR System Applications/ChangeManagement/bin

6 From the ..\Remote_ITSM_PATCH\CAI Plug-in folder, locate the directory

corresponding to the operating system on which your AR System server is
running.
7 Copy the caieventcmd.dll (or the corresponding libcaieventcmd) file to the /bin
folder created above.

NOTE
You only need to copy the caieventcmd library to one /bin folder per system.

8 Locate the ar.cfg file (or ar.conf on UNIX).

9 Add the following line to the ar.cfg file:
Plugin: "<path_to_bin_folder_created_in_Step5>\caieventcmd.dll"

10 Restart the AR System server.

Installing the integration on the remote ITSM application system 9

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Configuring the integration

Perform the following steps to configure the SRM 2.1.00 integration with Change
Management 6.0 or Help Desk 6.0.

Configuring the integration on the SRM system

After you finish the installation, entries are created in the CAI:AppRegistry form.
You must update these entries to contain connection information to the remote
Change Management or Help Desk applications.

X To configure the integration on the SRM system

1 Using BMC Remedy User, log in as an SRM administrator and open up the
Application Administration Console.
2 From the Application Administration Console, click the Custom Configuration
tab.
3 Navigate to the Foundation > Advanced Options > Command Automation
Interface - Application Registry option to open the CAI Application Registry form.
4 Search the form to find the entries that were just created for Change Management
6.0 or Help Desk 6.0.
5 On the Connection tab, update the connection information to indicate the server,
login, password, and port number of the Change Management or Help Desk server
(as shown in Figure 1-1).
The user specified in the login and passwords fields must be an administrator on
the remote Change Management or Help Desk system, and must have the
necessary licenses for the application.

10 Integrating SRM 2.1.00 with Help Desk 6.0 and Change Management 6.0
 Integrating SRM 2.1.00 with Help Desk 6.0 and Change Management 6.0

Figure 1-1: CAI Application Registry entry for ITSM 6.0 Applications

For additional information about configuring the Command Automation Interface

and creating users, see the BMC Remedy IT Service Management 7.0 Configuration
Guide.

Configuring the integration on the remote ITSM application system

After you finish the installation, entries will be created in the CAI:AppRegistry
form. You must update these entries to contain connection information to the
remote SRM application.

X To configure the integration on the remote ITSM application system

1 From BMC Remedy User, open the CAI:AppRegistry form in search mode.
2 Search the form to find the entries that were just created for Service Request
Management.
3 On the Connection tab, update the connection information to indicate the server,
login, password and port number of the SRM server (as shown in Figure 1-2).
The user specified in the login and passwords fields must be an administrator on
the remote SRM system.

Configuring the integration 11

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Figure 1-2: CAI Application Registry entry for SRM 2.1.00

For additional information on configuring the Command Automation Interface

and creating users, see the BMC Remedy IT Service Management 7.0 Configuration
Guide.

View Service Requests link

The integration installer adds a link to the Administrator view of the CHG:Change
and HPD:HelpDesk forms. This link allows you to view the details (including
work info records) of the service request from the remote Change Management
and Help Desk applications.
Using BMC Remedy Administrator, you must add this link to your support and
management views (and translate the label for the link in localized views) if you
want to expose this link to your users.

Synchronizing people data

For this integration to work properly, people records must be synchronized
between the CTM:People form on the SRM server and the SHR:People form on the
remote ITSM 6.0 server. You can use DSO to perform this synchronization.

12 Integrating SRM 2.1.00 with Help Desk 6.0 and Change Management 6.0
 Integrating SRM 2.1.00 with Help Desk 6.0 and Change Management 6.0

Features status synchronization

The following section compares status transitions in Change Management 6.0 and
Help Desk 6.0 with SRM 2.1.00.

Change Management 6.0 status transitions

The following table shows how the status transitions on Change Management 6.0
map to the status shown in SRM:

Table 1-2: How Change Management 6.0 status transitions map to SRM 2.1.00
Service request Status reason Change status Comments
status
Draft N/A This is the service request’s initial
status.
Planning New

In Progress Assigned
Planning
Scheduled
Work In Progress

Pending More Information Pending Pending More Information

Completed Resolved
Closed
Draft N/A This is the service request’s initial
status.

NOTE
Changing from a “Pending” status to a “Resolved” or “Closed” status is allowed
within the Change Management 6.0 application. However, this status transition is
not allowed on the SRM system. As a result, the service request will not reflect a
“Completed” status for this situation.

Features status synchronization 13

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Help Desk 6.0 status transitions

The following table shows how the status transitions on Help Desk 6.0 map to the
status shown in SRM:

Table 1-3: How Help Desk 6.0 status transitions map to SRM 2.1.00
Service request Service request Incident status Comments
status status reason
Draft N/A
Planning New

In Progress Assigned
In Progress

Pending More Information Pending Pending more information?

Completed Resolved
Closed

NOTE
Changing from a “Pending” status to a “Resolved” or “Closed” status is allowed
within the Help Desk 6.0 application. However, this status transition is not allowed
on the SRM system. As a result, the Service Request will not reflect a “Completed”
status for this situation.

Link to service requests from remote ITSM server

The following sections describe how to link to service requests from the remote
ITSM server.

Change Management 6.0

A View Service Request link is provided that displays the details of the related
Service Request from the Change Request form, as shown in Figure 1-3 and
Figure 1-4.

NOTE
For instructions about how to expose the View Service Request link, see
“Configuring the integration” on page 10.

14 Integrating SRM 2.1.00 with Help Desk 6.0 and Change Management 6.0
 Integrating SRM 2.1.00 with Help Desk 6.0 and Change Management 6.0

Figure 1-3: View Service Request link on CHG:Change form

Figure 1-4: Request Details dialog

Features status synchronization 15

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Help Desk 6.0

A View Service Request link will be provided that will display the details of the
related Service Request from the Help Desk form, as shown in Figure 1-5.

NOTE
For instructions on how to expose the View Service Request link, see “Configuring
the integration” on page 10.

Figure 1-5: “View Service Request” link on HPD:HelpDesk form

16 Integrating SRM 2.1.00 with Help Desk 6.0 and Change Management 6.0
 Integrating SRM 2.1.00 with Help Desk 6.0 and Change Management 6.0

Unsupported SRM features

The following features are not supported in SRM 2.1.00.
Feature Description
Integration with Change This implementation does not allow you to use change
templates templates when creating an Application Object Template
(AOT) for Change Management 6.0.
All AOTs cannot use the Type of TEMPLATE.
Synchronization to Work This implementation does not synchronize work info records
Log or Work Info created in the ITSM 6.0 applications with the Service Request
work info records.
In addition, service request work info records are not
transferred to the ITSM 6.0 applications. However, you can
view these records using the View Service Request link.
Creation of service This implementation does not support the creation of a
requests from ITSM 6.0 service request when a Help Desk Case or Change Request is
applications created.

Unsupported SRM features 17

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