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					                                      Integrating BMC Remedyforce with BMC FootPrints Asset Core



Integrating BMC Remedyforce with BMC
FootPrints Asset Core
       BMC FootPrints Asset Core is an advanced systems management software that
       provides a reliable way to monitor, manage, and troubleshoot all systems on a
       network. It isolates the exact point of failure when problems occur and makes it
       possible for network and system difficulties to be resolved quickly. For more
       information, see http://www.bmc.com/products/footprints/bmc-
       footprints.html.
       When BMC Remedyforce and BMC FootPrints Asset Core are integrated, the staff
       members can perform the following actions:
       !   Launch the BMC FootPrints Asset Core console from BMC Remedyforce from
           the CMDB Manager. You are prompted to provide your credentials for the first
           log-on attempt. You are not prompted for credentials in future log-on attempts.
           For more information, see “Launching the BMC FootPrints Asset Core console”
           on page 285.
       !   View the asset summary of devices imported from BMC FootPrints Asset Core.
       !   Perform BMC FootPrints Asset Core actions on the BMC FootPrints Asset Core
           device in BMC Remedyforce.
       !   Create service request definitions and Incident templates that deploy
           operational rules and make them available to Self Service clients.
       !   Attach BMC FootPrints Asset Core operational rules to Task templates to deploy
           the operational rules on BMC FootPrints Asset Core devices.
       !   Search, import, and link a device to an incident or service request.
       !   Execute operational rules on a BMC FootPrints Asset Core device.

            NOTE
       After you complete configuring the integration between BMC Remedyforce and
       BMC FootPrints Asset Core, you must import data from BMC FootPrints Asset
       Core into BMC Remedyforce by using the Pentaho Data Integration tool.




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                      Figure 11-1 illustrates the architecture of the integration between BMC
                      Remedyforce and BMC FootPrints Asset Core.

                      Figure 11-1: Integration between BMC Remedyforce and BMC FootPrints Asset Core




                      The following sections are provided:
                      !   “Configuring the integration between BMC Remedyforce and BMC FootPrints
                          Asset Core” on page 275
                      !   “Integrated authentication for BMC FootPrints Asset Core administrators” on
                          page 284
                      !   “Launching the BMC FootPrints Asset Core console” on page 285
                      !   “Asset Core Actions menu of the Incident form” on page 287
                      !   “Viewing the inventory summary” on page 294
                      !   “Creating an approval process for deploying operational rules” on page 297
                      !   “Creating a Task template to deploy an operational rule” on page 301
                      !   “Creating an Incident template to deploy an operational rule” on page 303
                      !   “Creating a Request Detail template to deploy an operational rule” on page 304
                      !   “Creating service request definitions that require operational rule deployment”
                          on page 306
                      !   “Creating incidents that require operational rule deployment” on page 306
                      !   “Creating service requests that require operational rule deployment” on
                          page 309



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             !   “Searching, importing, and linking a device to an incident or service request” on
                 page 311
             !   “Use case scenario: Fixing commonly occurring issues” on page 314
             !   “Use case scenario: Software installation requests” on page 315
             !   “Use case scenario: Software license compliance” on page 317
             !   “Use case scenario: Event management” on page 318


Configuring the integration between BMC Remedyforce and BMC
FootPrints Asset Core
             To enable staff members to work with BMC FootPrints Asset Core devices in BMC
             Remedyforce, you must enable the integration between BMC Remedyforce and
             BMC FootPrints Asset Core at Application Settings > BMC FootPrints tab.

                  NOTE
             Before you enable the integration, you must set up BMC FootPrints Asset Core as
             a remote site at Setup > Administration Setup > Security Controls > Remote Site
             Settings. You might need to repeat this step only if the URL or port is changed for
             BMC FootPrints Asset Core.

             After you enable the integration and provide the BMC FootPrints Asset Core
             server and system administrator credentials, staff members must enter their BMC
             FootPrints Asset Core credentials the first time that they connect to BMC
             FootPrints Asset Core. The staff members do not need to enter their credentials for
             future connection attempts.
             The following steps provide an overview of how to configure the integration
             between BMC Remedyforce and BMC FootPrints Asset Core. Details for each step
             are provided in following sections.

       Step 1 Ensure that the BMC FootPrints Asset Core Web Service port is accessible over the
             Internet.

       Step 2 Whitelist salesforce.com network IP addresses.

       Step 3 Configure the BMC Remedyforce external integration on the BMC FootPrints
             Asset Core server.

       Step 4 Install a Secure Socket Layer (SSL) certificate on the BMC FootPrints Asset Core
             server.

                  IMPORTANT
             You must install a Secure Socket Layer (SSL) certificate for the integration to work.

       Step 5 Set up BMC FootPrints Asset Core as a remote site in BMC Remedyforce.

       Step 6 Configure the BMC FootPrints Asset Core server details in BMC Remedyforce.

       Step 7 Configure the status mapping to track the progress of operational rules.


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            Step 8 Configure the Asset Core Processor to run the job that retrieves the latest logs and
                      operational rule statuses from BMC FootPrints Asset Core.

            Step 9 (Optional) Edit the page layout of the User object to display the FootPrints Login
                      ID field.

          Step 10 (Optional) Prevent users from editing the BMC FootPrints Asset Core user name
                      stored in the FootPrints Login ID field of the User object by enabling the
                      Validate_FootPrints_Login validation rule.

          Step 11 Enable users to search for and link BMC FootPrints Asset Core devices to incidents
                      in the Incident form.

              ! To configure the integration between BMC Remedyforce and BMC
                      FootPrints Asset Core
                1 Ensure that the BMC FootPrints Asset Core Web Service port is accessible over the
                      Internet.
                      BMC recommends that you only provide access to the Salesforce platform by
                      whitelisting the valid Salesforce IP addresses. For more information about the
                      Salesforce IP addresses to be whitelisted, see https://help.salesforce.com/
                      apex/HTViewSolution?urlname=What-salesforce-com-network-IP-
                      addresses-do-I-need-to-whitelist-1327108305372&language=en_US.
                      Contact your IT system administrator to make the BMC FootPrints Asset Core Web
                      Service port accessible over the internet and whitelist the valid Salesforce IP
                      addresses.
                2 Whitelist salesforce.com network IP addresses.
                      For more information, see https://na1.salesforce.com/_ui/training/help/
                      pub/UserEdSolution?id=50130000000MExc&retURL=https://
                      na12.salesforce.com/_ui/training/help/
                      CombinedSearchPage?str=whitelist&ps=1&orgId=00D000000000062.
                3 To configure the BMC Remedyforce external integration on the BMC FootPrints
                      Asset Core server, perform the following actions:
                      a In the BMC FootPrints Asset Core server, navigate to Global Settings > External
                        Integration.
                      b Click the Create BMC Remedyforce Integration toolbar icon.
                      c In the Properties dialog box, click Select an existing administrator.
                      d In the Assign an Administrator dialog box, select the user who is a BMC
                        FootPrints Asset Core administrator.
                      e (Optional) To create an incident in BMC Remedyforce when an alert is generated
                        in BMC FootPrints Asset Core, in the Application Login field, type the user
                        name of the BMC Remedyforce staff member who creates all incidents for BMC
                        FootPrints Asset Core alerts and events.




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  f (Optional) To create an incident in BMC Remedyforce when an alert is generated
    in BMC FootPrints Asset Core, in the Application Password field, type the
    password and the security token of the BMC Remedyforce staff member who
    creates all incidents for BMC FootPrints Asset Core alerts and events.
    In Salesforce, navigate to Setup > Personal Setup > Reset My Security Token.
    Click Reset Security Token and an email message is sent to your email address
    stored in Salesforce. In the Password field, append the security token to the
    password. For example, if your password is mypassword and your security
    token is XXXXXXXXX, then you must enter mypasswordXXXXXXXXX in the
    Password field. If Reset Security Token is not visible, you need to enter the
    password only.
  g (Optional) To create an incident in BMC Remedyforce when an alert is generated
    in BMC FootPrints Asset Core, in the Select the event notifications you want to
    receive section, expand the sub-sections and select the required alerts and
    events. For more information, see the BMC FootPrints Asset Core - External
    Integration Guide.
  h To close the Assign an Administrator dialog box, click OK.
  i To close the Properties dialog box, click OK.
4 To secure the transactions and encrypt the information passing between the BMC
  FootPrints Asset Core server and BMC Remedyforce, install a Secure Socket Layer
  (SSL) certificate on the BMC FootPrints Asset Core server.
  For more information, see “Installing SSL certificates on the BMC FootPrints Asset
  Core server” on page 281.
5 To set up BMC FootPrints Asset Core as a remote site in BMC Remedyforce,
  perform the following actions:
  a In the BMC Remedyforce home page, click Configuration.
  b From the list of Configuration options, expand Configuration.
  c In the Configuration list, click Application Settings.

      NOTE
  In the BMC Remedyforce tabbed view, Application Settings is available in the
  Remedyforce Administration tab.

  d Click the BMC FootPrints tab.
  e Click Salesforce Remote Site Settings.
    The All Remote Sites page opens in a new tab.
  f Click New Remote Site.
  g In the Remote Site Name field, type the name of the remote site.
  h In the Remote Site URL field, type the URL of the BMC FootPrints Asset Core
    server:port.




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                        Ensure that you enter the same port number that you have entered in the Web
                        Service Port field while installing the SSL certificate. For more information, see
                        “Installing SSL certificates on the BMC FootPrints Asset Core server” on
                        page 281.
                        Ensure that you include https:// at the beginning of the URL. For more
                        information, see https://na9.salesforce.com/help/doc/
                        user_ed.jsp?loc=help&target=configuring_remoteproxy.htm&section=
                        Security.
                      i Click Save.
                6 To configure the BMC FootPrints Asset Core server details in BMC Remedyforce,
                      perform the following actions:
                      a Navigate to the Application Settings > BMC FootPrints tab.
                      b Select the Enable BMC FootPrints Asset Core Integration check box.
                        The Server Name, Server Port, User Name, and Password fields are enabled
                        when you select this check box.
                      c In the Server Name field, type the name or IP address of the BMC FootPrints
                        Asset Core server.
                        You can type a maximum of 255 characters in the Server Name field. If the name
                        of the server exceeds 255 characters, type the IP address of the server in the
                        Server Name field.

                         NOTE
                      If you have entered an IP address in the Server Name field, you must ensure that
                      you enter an IP address while creating the Salesforce Remote Site Setting.

                      d In the Server Port field, type the port number of the BMC FootPrints Asset Core
                        server.
                        Ensure that you enter the same port number that you have entered in the Web
                        Service Port field while installing the SSL certificate. For more information, see
                        “Installing SSL certificates on the BMC FootPrints Asset Core server” on
                        page 281.
                      e In the User Name field, type the user name of the BMC FootPrints Asset Core
                        External Integration user.
                      f In the Password field, type the password of the BMC FootPrints Asset Core
                        External Integration user.
                        The External Integration user is the user that you have configured in step 3d on
                        page 276.
                        The password of the External Integration user cannot exceed 127 characters. If
                        the password of the External Integration user exceeds 127 characters, change the
                        password in BMC FootPrints Asset Core by navigating to Global Settings >
                        Administrators > Properties > Authentication tab.
                      g Click Test Connection to validate the credentials that you have entered.



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  h In the confirmation dialog box, click OK.
  i Click Save.
     After you save BMC FootPrints Asset Core server details, BMC Remedyforce
     creates the FootPrints Asset Core category and its sub-categories for events that
     are received from BMC FootPrints Asset Core. The FootPrints Asset Core
     category contains the following sub-categories:
     !   Any Category
     !   Database
     !   Error in Log File
     !   Inventory
     !   Operational Rule
     !   Performance
     !   Security
     !   System
     !   Windows Application Event
     !   Windows Events
     !   Windows Security Event
     !   Windows System Event
7 To configure the status mapping to track the progress of operational rules, perform
  the following actions:
  When you configure the status mapping, the status of the task is updated
  depending on the status of the operational rule.
  a For each Operational Rule status in the Map Operational Rule Status to Task
     Status section, click the Task Status list.
  b In the Select From Status window, select the Task status that maps to the
     Operational Rule status.
  c Repeat step a and step b for each Operational Rule status.
     The following table describes the possible statuses of an operational rule.

     Status                  Description
     Approval Rejected       The operational rule could not be deployed because the
                             approver rejected the approval record for the incident or
                             service request that contained the linked task used to deploy
                             the operational rule.
     Execution Error         The request to deploy the operation rule could not be
                             successfully completed.
     Requested               The operational rule deployment request has been sent to the
                             BMC FootPrints Asset Core server.




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                         Status               Description
                         Request Error        The BMC FootPrints Asset Core server could not accept the
                                              request.
                         Request Pending      The operational rule deployment request has not been sent to
                                              the BMC FootPrints Asset Core server.
                         Request Successful   The operational rule deployment request was successfully
                                              completed.

                      d Click Save.
                8 To configure the Asset Core Processor to run the job that retrieves the latest logs
                      and operational rule statuses from BMC FootPrints Asset Core, perform the
                      following actions:
                      a In the Asset Core Processor section, type the interval when the job should run in
                        the Hours and Minutes fields.
                      b Click Start Asset Core Processor.

                         NOTE
                      BMC recommends that you complete mapping the Operational Rule and Task
                      statuses before starting the processor.

                9 (Optional) To display the FootPrints Login ID field on the User form, perform the
                      following actions:
                      If you are a valid BMC FootPrints Asset Core administrator and are connecting to
                      BMC FootPrints Asset Core for the first time from BMC Remedyforce, the BMC
                      FootPrints Asset Core Authentication dialog box appears. You must enter your
                      BMC FootPrints Asset Core credentials in this dialog box. Your BMC FootPrints
                      Asset Core user name is saved, and you do not need to enter your credentials for
                      future connection attempts. If your credentials are correct, BMC Remedyforce
                      stores your user name in the FootPrints Login ID field of your user record.
                      Navigate to Setup > Personal Setup > My Personal Information > Personal
                      Information to view your user record. By default, the FootPrints Login ID field
                      does not appear in your user record. You must edit the layout and add the
                      FootPrints Login ID field to the layout.
                      a Navigate to Setup > App Setup > Customize > Users > Page Layouts.
                      b Next to the Remedyforce User page layout, click Edit.
                      c Drag the FootPrints Login ID field to the BMC Remedyforce Staff section.
                      d Click Save.
                      e Click Page Layout Assignment.
                      f In the Page Layout Assignment page, click Edit Assignment.
                      g Select the required profiles in the Profiles column.
                      h From the Page Layout To Use list, select the Remedyforce User page layout.
                      i Click Save.


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1 (Optional) To prevent users from editing the BMC FootPrints Asset Core user name
  in the FootPrints Login ID field of the User object, perform the following actions to
  enable the Validate_FootPrints_Login validation rule:
  a Navigate to Setup > App Setup > Customize > Users > Validation Rules.
  b Next to the Validate_FootPrints_Login validation rule, click Edit.
  c Select the Active check box.
  d Click Save.
2 To allow users to search for and link BMC FootPrints Asset Core devices to
  incidents in the Incident form and to view the severity of incidents, perform the
  following actions:
  a Navigate to Setup > App Setup > Create > Objects > Incident.
  b In the Label column, click Incident.
  c In the Page Layouts section, click Edit next to the page layout that you are using
    for the Incident object.
  d (Optional) To allow users to view the severity of the incidents created for the
    alerts and events generated from BMC FootPrints Asset Core, drag the Asset
    Core Severity field to the Incident Detail section.
  e Drag the Link CI and CI Actions buttons to the Incident Detail section.
  f Click Save.


  Installing SSL certificates on the BMC FootPrints Asset
  Core server
  To secure the transactions and encrypt the information passing between the BMC
  FootPrints Asset Core server and BMC Remedyforce, you must install a Secure
  Socket Layer (SSL) certificate on the BMC FootPrints Asset Core server. For more
  information about SSL, see http://en.wikipedia.org/wiki/
  Secure_Sockets_Layer.
  If your organization already has an SSL certificate, you can use it or you can
  purchase an SSL certificate from an SSL vendor, such as Go Daddy (http://
  www.godaddy.com/ssl/ssl-certificates.aspx) or Symantec (http://
  www.symantec.com/theme.jsp?themeid=ssl-information-center). For more
  information, see http://wiki.developerforce.com/page/
  Outbound_Messaging_SSL_CA_Certificates.
  After preparing the certificate request by creating a private key and Certificate
  Signing Request (CSR), you must purchase the SSL certificate. When you have
  purchased the SSL certificate you are ready to install the SSL certificate.

      IMPORTANT
  You must install a Secure Socket Layer (SSL) certificate for the integration to work.




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              ! To install SSL certificates on the BMC FootPrints Asset Core server
                1 Launch the BMC FootPrints Asset Core console from BMC Remedyforce from the
                      CMDB Manager.
                2 Navigate to Global Settings > External Integration > Web Service Configuration.
                3 Click the Properties toolbar icon.
                4 Select the Enable Web Service check box.
                5 In the Web Service Port field, type the number of the port on which the web
                      service should run.
                6 In the Web Service Thread Count field, type the number of threads that may be
                      handled simultaneously.
                7 Click OK.
                8 To create a private key and CSR, perform the following actions:
                      a Click the Prepare Certificate Request toolbar icon.
                      b In the Prepare Certificate Request window, enter the following details:
                        !   Domain Name
                        !   Organization
                        !   Department
                        !   City
                        !   State/Province
                        !   Country
                        !   Private Key Password
                      c Click Save Private Key.
                      d Browse to the location where you want to save the private key.
                        BMC recommends that you save the private key in the same folder where you
                        have saved the SSL certificate.
                      e Click Save.
                      f In the Prepare Certificate Request window, click Save CSR.
                      g Browse to the location where you want to save the CSR.
                        BMC recommends that you save the CSR in the same folder where you have
                        saved the SSL certificate and the private key.
                      h Click Save.
                      i Click Close.
                9 Provide the private key and CSR to an SSL vendor and purchase the SSL certificate
                      from the vendor.
               10 Click Install the certificate.
               11 In the Give a name to your certificate field, type the name of your certificate.


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12 In the Root Certificate section, click Browse to browse to the location where the
   root certificate is located, and open the root certificate file.
   Some certificate providers might give you the root and intermediate certificates in
   one file. You can verify if you have added the correct certificate by clicking Details
   and viewing the content of the certificate. A root authority is self-signed.
   Therefore, the Issuer and Subject fields must have the same value.
   If both certificates are present in one file, delete the content from the -----BEGIN
   CERTIFICATE----- to the -----END CERTIFICATE----- markers for the first
   certificate. Click Details and verify that the Issuer and Subject fields have the
   same value. If the Issuer and Subject fields have different values, delete the entire
   content and again open the root certificate file. Now, delete the content from the -
   ----BEGIN CERTIFICATE----- to the -----END CERTIFICATE----- markers for the
   second certificate. Click Details and verify that the Issuer and Subject fields have
   the same value.
13 Click Close.
14 In the Intermediate Certificate section, click Browse to browse to the location
   where the intermediate certificate is located, and open the intermediate certificate
   file.
   If both certificates are present in one file, delete the content from the -----BEGIN
   CERTIFICATE----- to the -----END CERTIFICATE----- markers for the first
   certificate. Click Details and verify that the Issuer and Subject fields have
   different values. If the Issuer and Subject fields have the same values, delete the
   entire content and again open the intermediate certificate file. Now, delete the
   content from the -----BEGIN CERTIFICATE----- to the -----END CERTIFICATE--
   --- markers for the second certificate. Click Details and verify that the Issuer and
   Subject fields have different values.
15 In the Final Certificate section, click Browse to browse to the location where the
   final certificate is located, and open the final certificate file.
16 To view the final certificate, click Details.
17 Click Close.
18 In the Final Certificate section, click Browse to browse to the location where the
   private key is located, and open the private key file.
   You can verify that the private is added by checking for the -----BEGIN RSA
   PRIVATE KEY----- and -----END RSA PRIVATE KEY----- markers.
19 In the Private Key Password field, type the private key password you had entered
   in while creating the private key.
20 Click Install Certificates.
21 In the confirmation dialog box, click Close.
22 In the Install Certificate window, click Close.
23 Click Refresh.
   The SSL certificate is installed on the BMC FootPrints Asset Core server. The SSL
   certificate appears in the Web Service SSL Certificate File attribute.


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Integrated authentication for BMC FootPrints Asset Core
administrators
                      From BMC Remedyforce, BMC FootPrints Asset Core administrators can perform
                      the following actions without being asked to enter their credentials for each time
                      they want to perform these actions:
                      !   Run the commands of the Asset Core Actions menu from the CMDB Manager
                          and the Incident form.
                      !   Launch the BMC FootPrints Asset Core console from the CMDB Manager.
                      !   Search and import for a BMC FootPrints Asset Core device from the Incident
                          form.
                      !   Deploy operational rules on a BMC FootPrints Asset Core device.
                      Integrated authentication is available only after the system administrator has
                      enabled the integration between BMC Remedyforce and BMC FootPrints Asset
                      Core. For more information, see “Configuring the integration between BMC
                      Remedyforce and BMC FootPrints Asset Core” on page 275.
                      If you are a valid BMC FootPrints Asset Core administrator and are connecting to
                      BMC FootPrints Asset Core for the first time from BMC Remedyforce, the BMC
                      FootPrints Asset Core Authentication dialog box appears. You must enter your
                      BMC FootPrints Asset Core credentials in this dialog box. Your BMC FootPrints
                      Asset Core user name is saved, and you do not need to enter your credentials for
                      future connection attempts. When you perform an action on a BMC FootPrints
                      Asset Core device from BMC Remedyforce, your user name is recorded in the
                      BMC FootPrints Asset Core logs as the user who has performed the action. This
                      dialog box does not appear if you are configuring the integration in Application
                      Settings > BMC FootPrints tab.




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            If your credentials are correct, BMC Remedyforce stores your user name in the
            FootPrints Login ID field of your user record. Navigate to Setup > Personal Setup
            > My Personal Information > Personal Information to view your user record. By
            default, the FootPrints Login ID field does not appear in your user record. The
            system administrator must edit the layout and add the FootPrints Login ID field
            to the layout. For more information about adding the FootPrints Login ID field to
            the layout, see https://na12.salesforce.com/help/doc/en/
            customize_layoutcustomize_pd.htm and “Configuring the integration between
            BMC Remedyforce and BMC FootPrints Asset Core” on page 275.

               NOTE
            The Validate_FootPrints_Login validation rule must be enabled to prevent users
            from editing the BMC FootPrints Asset Core user name stored in the FootPrints
            Login ID field. After this rule is enabled, you can only delete the user name in the
            FootPrints Login ID field, but you cannot edit the user name in the FootPrints
            Login ID field. If you delete the user name in the FootPrints Login ID field, BMC
            Remedyforce displays the BMC FootPrints Asset Core Authentication dialog box
            when you attempt to run a command of the Asset Core Actions menu or launch
            the BMC FootPrints Asset Core console. If you have changed your BMC FootPrints
            Asset Core credentials in the BMC FootPrints Asset Core console, you must delete
            the user name in the FootPrints Login ID field and enter your new credentials in
            the BMC FootPrints Asset Core Authentication dialog box.


Launching the BMC FootPrints Asset Core console
            To work in BMC FootPrints Asset Core or to perform additional actions other than
            the actions available in the Asset Core Actions menu, you can launch the BMC
            FootPrints Asset Core console from the CMDB Manager. For more information, see
            “Asset Core Actions menu of the Incident form” on page 287. In the Configuration
            Items List view, you can launch the BMC FootPrints Asset Core console by clicking
            the Launch FootPrints Console toolbar button      .

               NOTE
            This toolbar button appears in the Configuration Items List view only if the system
            administrator has enabled the integration between BMC Remedyforce and BMC
            FootPrints Asset Core. For more information about enabling the integration, see
            “Configuring the integration between BMC Remedyforce and BMC FootPrints
            Asset Core” on page 275.




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                      You must install the latest version of Oracle® Java Runtime Environment (JRE™)
                      to launch the console. The integration with BMC FootPrints Asset Core works with
                      JRE 6 and later versions. BMC recommends that you use JRE 7. You can download
                      JRE from http://www.java.com/getjava. When you install the JRE, Java Web
                      Start is installed on your computer. BMC Remedyforce uses Java Web Start to
                      launch the console. When you click the Launch FootPrints Console toolbar button,
                      you are prompted to download the CMDBManager.JNLP file from your
                      Salesforce organization. If the CMDBManager.JNLP file is already present in your
                      cache, the file name increments by one and might be CMDBManager1.JNLP,
                      CMDBManager2.JNLP, and so on. You must open the JNLP file with Java Web
                      Start to launch the console. For more information about Java Web Start, see http:/
                      /docs.oracle.com/javase/7/docs/technotes/guides/javaws.

                         NOTE
                      If you are a valid BMC FootPrints Asset Core administrator and are connecting to
                      BMC FootPrints Asset Core for the first time from BMC Remedyforce, the BMC
                      FootPrints Asset Core Authentication dialog box appears. You must enter your
                      BMC FootPrints Asset Core credentials in this dialog box. Your BMC FootPrints
                      Asset Core user name is saved, and you do not need to enter your credentials for
                      future connection attempts.

                      If you are using Microsoft Internet Explorer 8.0 or 9.0, configure the following
                      settings for the browser to launch the BMC FootPrints Asset Core console without
                      any errors:

                         NOTE
                      Some of these settings might vary in different versions of a browser.

                1 In your Microsoft Internet Explorer browser window, click Internet Options in the
                      Tools menu.
                2 Click the Security tab.
                3 Select your zone.
                4 In the Security level for this zone section, click Custom Level.
                5 In the Downloads options, select Enable for the Automatic prompting for file
                      downloads option.
                6 Select Enable for the File download option.
                7 Click OK.
                8 Click the Advanced tab.
                9 In the Security options, clear the Do not save encrypted pages to disk check box.
               10 Click OK to close the Internet Options window.




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Asset Core Actions menu of the Incident form
            You must install the latest version of Oracle® Java Runtime Environment (JRE™)
            to launch the console. The integration with BMC FootPrints Asset Core works with
            JRE 6 and later versions. BMC recommends that you use JRE 7. You can download
            JRE from http://www.java.com/getjava. When you install the JRE, Java Web
            Start is installed on your computer. BMC Remedyforce requires Java Web Start to
            run the Asset Core Actions menu commands. When you link a BMC FootPrints
            Asset Core device to the current incident or service request, click CI Actions, select
            a command from the Asset Core Actions menu, and click Go, the command is run.
            You might be prompted to download the AcActionsStdLayout.JNLP file from
            your Salesforce organization depending on your browser download settings. If the
            AcActionsStdLayout.JNLP file is already present in your cache, the file name
            increments by one and might be AcActionsStdLayout1.JNLP,
            AcActionsStdLayout2.JNLP, and so on. When you are prompted, you must open
            the JNLP file with Java Web Start to run the menu command. For more information
            about Java Web Start, see http://docs.oracle.com/javase/7/docs/
            technotes/guides/javaws.
            To avoid being prompted to download the JNLP file when you run a command of
            the Asset Core Actions menu, configure the following settings for your browser:

                NOTE
            Some of these settings might vary in different versions of a browser.

          1 If you are using Microsoft Internet Explorer, configure the following settings:
            a In the Tools menu, click Internet Options.
            b Click the Security tab.
            c In the Security level for this zone section, click Custom Level.
            d In the Downloads options, select Enable for the Automatic prompting for file
               downloads option.
            e Select Enable for the File download option.
            f Click OK.
            g Click the Advanced tab.
            h In the Java (Oracle) options, select the Use JRE <version number> for <applet>
               (requires restart) check box.
            i In the Security options, clear the Do not save encrypted pages to disk check box.
            j Click OK to close the Internet Options window.
          2 If you are using Mozilla Firefox, configure the following settings:
            a In the Tools menu, click Options.
            b Clear the Show the Downloads window when downloading a file check box.
            c Click the Applications tab.
            d For JNLP files, select Use Java™ Web Start Launcher.


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                      e Click OK.
                      f Navigate to Start > Control Panel > Java.
                      g Click the Advanced tab.
                      h Expand the Java console setting and select the Hide console option.
                      i Expand the JNLP file/MIME Association setting and select the Always allow
                          option.
                      j Click OK.

                           NOTE
                      If you are a valid BMC FootPrints Asset Core administrator and are connecting to
                      BMC FootPrints Asset Core for the first time from BMC Remedyforce, the BMC
                      FootPrints Asset Core Authentication dialog box appears. You must enter your
                      BMC FootPrints Asset Core credentials in this dialog box. Your BMC FootPrints
                      Asset Core user name is saved, and you do not need to enter your credentials for
                      future connection attempts.

                      The Asset Core Actions menu allows you to perform the following actions on a
                      BMC FootPrints Asset Core device linked to the incident or service request:
                      !   View the inventory summary
                      !   Start a remote control session
                      !   View the file system of the device
                      !   View the registry of the device
                      !   View the Windows events logged on the device
                      !   View the programs and processes running on the device
                      !   Start, stop, and restart services running on the device
                      !   Perform an audit on the device
                      !   Transfer files between the device and the computer that you are using to access
                          BMC Remedyforce
                      !   Ping the device
                      !   Reboot the device
                      !   Shutdown the device
                      !   Wake up the device
                      !   Deploy operational rules on the linked device in the Service and Configuration
                          Item Details section from an incident or service request

                           NOTE
                      Some of the menu commands might be disabled depending on the type of device
                      on which you are running the commands, actions configured for the device, and
                      the access rights configured for your BMC FootPrints Asset Core account.




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The Asset Core Actions menu appears in the following forms:
!   Asset Summary
!   Configuration Items List view
!   Instance Editor
!   Incident form of the BMC Remedyforce tabbed view
The Asset Core Actions menu is available only if the following conditions are met:
!   The system administrator has enabled the integration between BMC
    Remedyforce and BMC FootPrints Asset Core. For more information about
    enabling the integration, click in the Remedyforce Administration tab.
!   You have linked a BMC FootPrints Asset Core device to the current incident or
    service request.
The Asset Core Actions menu is disabled or the commands of the Asset Core
Actions menu are not available if the following conditions are met:
!   You have linked a CI that is not a device in BMC FootPrints Asset Core.
!   The selected BMC FootPrints Asset Core device is unreachable or deleted.
You might not be able to run an Asset Core Actions menu command on a device
because of the following reasons:
!   The device is not found.
!   The device is deleted in the BMC FootPrints Asset Core database.
!   You do not have the rights to perform the action.
!   Your BMC FootPrints Asset Core authentication has failed.
!   The action is not available for the device.

     NOTE
If the linked device in the Service and Configuration Item Details section is
unreachable, the commands of the Asset Core Actions menu are not available.
When you click the Asset Core Actions menu, the following error message
appears:
Error occurred while trying to connect to BMC FootPrints Asset Core.
Access denied. Please verify your access rights.




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                      Table 11-1 describes the commands of the Asset Core Actions menu that can be
                      run on the linked device in the Service and Configuration Item Details section.

                      Table 11-1: Asset Core Actions menu commands
                      Asset Core Actions menu    Description
                      commands
                      Inventory Summary          Displays the inventory summary of the device. The
                                                 summary includes hardware, software, license, security,
                                                 financial, and operational rules action history details. For
                                                 more information, see “Viewing the inventory summary”
                                                 on page 294.
                      Remote Control             Launches the Remote Control node of BMC FootPrints
                                                 Asset Core where you can start a remote control session
                                                 with the device. You can execute any required functions on
                                                 the device or take control to help the local user.
                      File System                Displays the directory structure and its files of the device.
                                                 You can copy, move, rename, and delete directories and
                                                 files. You can also edit text files within the privacy
                                                 restrictions set up by the user or administrator of the device.
                      Registry                   Launches the Registry node of BMC FootPrints Asset Core
                                                 where you can access the Microsoft Registry and update the
                                                 registry. You can add, modify, and delete registry keys and
                                                 connected values.
                      Windows Events             Launches the Events node of BMC FootPrints Asset Core
                                                 where you can view and follow all events logged on a
                                                 device running a Windows operating system.
                      Process Management         Launches the Process Management node of BMC FootPrints
                                                 Asset Core where you can view the programs and processes
                                                 running on the device. This node enables you to monitor
                                                 key indicators of your computer's performance. You can
                                                 also view the status of the programs that are running and
                                                 end programs that have stopped responding. You can also
                                                 assess the activity of running processes by using as many as
                                                 15 parameters, and see data on CPU and memory usage.
                      Services                   Launches the Services node of BMC FootPrints Asset Core
                                                 where you can start, stop, and restart services running on
                                                 the device. You can also view the properties of the services
                                                 running on the device.
                      Audit Now                  Sends an audit request to the device. When the audit request
                                                 is successfully sent, a confirmation dialog box appears.
                                                 Click OK to close confirmation dialog box.
                                                 After the audit request is finished, the latest device
                                                 information is generated and uploaded to the BMC
                                                 FootPrints Asset Core database.
                      File Transfer              Launches the File Transfer node of BMC FootPrints Asset
                                                 Core where you can transfer files between the device and
                                                 the computer that you are using to access BMC
                                                 Remedyforce. You can also create, delete, and rename files
                                                 and directories.



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Table 11-1: Asset Core Actions menu commands
Asset Core Actions menu    Description
commands
Check Connection           Send a request to the device to check if the device is
                           reachable. If the device is reachable, the following message
                           appears the Ping dialog box of BMC FootPrints Asset Core:
                           Successful connection to the agent.
                           Click Close to close the Ping dialog box and return to BMC
                           Remedyforce.
Reboot                     Sends a request to reboot the device. A confirmation dialog
                           box appears in the Reboot dialog box of BMC FootPrints
                           Asset Core. In the confirmation dialog box, click Yes. The
                           status of shutting down and restarting the device appears in
                           the Reboot dialog box.
Shutdown                   Sends a request to shutdown the device. A confirmation
                           dialog box appears in the Shutdown dialog box of BMC
                           FootPrints Asset Core. In the confirmation dialog box, click
                           Yes. The status of shutting down the device appears in the
                           Shutdown dialog box.
Wake Up                    Sends a request to wake up the device. A confirmation
                           dialog box appears in the Wake Up dialog box of BMC
                           FootPrints Asset Core. In the confirmation dialog box, click
                           Yes. After the request is finished and the device is awake, a
                           confirmation dialog box appears in the Wake Up dialog box.
                           Click Close to close the Wake Up dialog box and return to
                           BMC Remedyforce.
Advanced Actions           Opens the Select From Asset Core Operational Rules
                           window where you can select the operational rule that you
                           want to deploy on the device. For more information, see
                           “Deploying an operational rule from the Asset Core Actions
                           menu” on page 291.


Deploying an operational rule from the Asset Core
Actions menu
Click the Advanced Actions command of the Asset Core Actions menu to open
the Select From Asset Core Operational Rules window where you can select the
operational rule that you want to deploy on device linked to an incident or service
request.
An operational rule deploys one or multiple BMC FootPrints Asset Core functions
on devices in the defined order.
An operational rule contains the following:
!   Steps—A series of commands executed by the Asset Core Agent on the device
    or device group
!   Schedule—Defines when the operational rule deploys
!   Assigned objects—Devices on which the operational rule deploys


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                      !   Packages—Software to be installed through a step of the operational rule
                      !   Dependencies— The operational rules that define when the current operational
                          rule deploys

                           NOTE
                      The Deployment from External Integration property of the operational rule must
                      have the Available in integrated solutions or Additional workflow needed value
                      for the operational rule to appear in the Select From Asset Core Operational Rules
                      window. If the Deployment from External Integration property of the operational
                      rule is set to Additional workflow needed, the operational rule requires an
                      approval before deployment. You can configure this property in the BMC
                      FootPrints Asset Core console.

                      Expand the Operational Rule folders to view and select an operational rule from
                      the folder. You can view the following details about an operational rule when you
                      move your mouse over the operational rule to display the ToolTip:
                      !   Description
                      !   Last Modified Date
                      !   Last Modified By
                      !   Approval Required—Displays whether an approval is required before
                          deploying the operational rule.
                      After you select an operational rule, the Apply this action button is enabled. Click
                      this button to deploy the operational rule on the device. BMC Remedyforce creates
                      a task for the operational rule and links the task to the current incident or service
                      request.
                      The Incident form refreshes and displays the task in the Linked Tasks section. If
                      you are using Microsoft Internet Explorer and the task does not appear in the
                      Linked Tasks section, perform the following actions:

                           NOTE
                      Some of these settings might vary in different versions of a browser.

                1 In your Microsoft Internet Explorer browser window, click Internet Options in the
                      Tools menu.
                2 Click the Security tab.
                3 In the Security level for this zone section, click Custom Level.
                4 In the Miscellaneous options, select Enable for the Navigate windows and frames
                      across different domains option.
                5 Click OK.
                6 Click OK to close the Internet Options window.




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You can track the progress of the operational rule deployment in the status of the
task. The status of the task is updated depending on the polling interval you have
configured for the Asset Core Processor in Application Settings > BMC
FootPrints tab. You can view the progress of the operational rule in the Action
History tab of Inventory Summary.
When an operational rule is requested, a note is added to the Action History tab in
the task record created for the operational rule. This note is also added to the
History tab of the Supporting information section when you view the device in the
Instance Editor. This note records the time when the operational rule deployment
is requested. You can view the progress of the operational rule in the Action
History tab of Inventory Summary. If the operational rule deployment is executed
successfully or failed, BMC Remedyforce records the details of the deployment in
the Action History tab for the task record and the device.
You can configure the mapping of the task and operational rule statuses in
Application Settings > BMC FootPrints tab.
The following list describes the possible operational rule statuses:
!   When BMC Remedyforce creates the task to deploy an operational rule, the
    status of the operational rule is Request Pending and the status of the task is the
    status you have assigned to Request Pending, such as WAITING FOR.
!   If the approval to deploy the operational rule is rejected, the status of the
    operational rule updates to Approval Rejected and the status of the task
    updates to the status you have assigned to Approval Rejected, such as
    REJECTED. In this case, the task record gets closed because the State of the
    REJECTED status is Closed. Now, if you re-submit the incident or service
    request for approval and the incident or service request is approved, the closed
    task record is not reopened.
!   When the operational rule deployment request is sent to the BMC FootPrints
    Asset Core server, the status of the operational rule updates to Requested and
    the status of the task updates to the status you have assigned to Requested, such
    as IN PROGRESS.
!   If the BMC FootPrints Asset Core server could not process the request, the status
    of the operational rule updates to Request Error and the status of the task
    updates to the status you have assigned to Request Error, such as FAILED.
!   If the request to deploy the operation rule could not be successfully completed,
    the status of the operational rule updates to Execution Error and the status of
    the task updates to the status you have assigned to Execution Error, such as
    CANCELLED.
!   If the operational rule deployment request was successfully completed, the
    status of the operational rule updates to Request Successful and the status of
    the task updates to the status you have assigned to Request Successful, such as
    COMPLETED.




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                      If an approval is required before deploying the operational rule, the current
                      incident or service request remains locked until the approver approves or rejects
                      the approval. Also, the Asset Core Approval Status field of the current incident or
                      service request is updated to Pending Approval. When the approval is received,
                      the Asset Core Approval Status field is updated to Approved. If the approval is
                      rejected, the Asset Core Approval Status field is updated to Rejected. If the
                      approval process fails, the reason for failure is logged in the Incident History
                      section. If an approval is not required, the value of the Asset Core Approval Status
                      field is Not Applicable. If you fix the reason why the approval failed and re-submit
                      the incident or service request, the operational rule is deployed after the approval
                      is received. If an approval process is not created, the task is created but an error is
                      logged in the Action History tab. If you create the approval process and re-submit
                      the incident or service request, the operational rule is deployed after the approval
                      is received.
                      You can deploy multiple operational rules on a device. For each operational rule,
                      BMC Remedyforce creates tasks. If each of the multiple operational rules requires
                      approval before deployment, the associated operational rule is deployed only
                      when the required approval is received.


Viewing the inventory summary
                      You can view the inventory summary of a BMC FootPrints Asset Core device
                      linked to an incident or service request by clicking CI Actions, selecting Inventory
                      Summary from the Asset Core Actions menu, and clicking Go.
                      The Inventory Summary command of the Asset Core Actions menu appears in
                      the following forms:
                      !   Configuration Items List view
                      !   Instance Editor
                      !   In the Incident form of the BMC Remedyforce tabbed view, click CI Actions,
                          select Inventory Summary, and click Go.
                      The inventory information of the BMC FootPrints Asset Core device appears in the
                      Asset Summary form. This form displays general information about the device as
                      described in Table 11-2.

                      Table 11-2: General information about the device
                      Parameter             Description
                      Device Type           Displays if the device is a server, workstation, laptop, phone,
                                            router, switch, and so on
                      Serial Number         Displays the serial number of the device
                      Operating System      Displays the operating system and the service pack that is installed
                                            on the device
                      IP Address            Displays the IP address of the device in the dot-decimal notation
                      MAC Address           Displays the Media Access Control address (MAC address), that is
                                            the hardware address, of the device




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Table 11-2: General information about the device
Parameter            Description
Domain               Displays the domain name of the device
User                 Displays the name of the latest logged-on user


The Asset Summary form displays additional information about the device in the
tabs described in Table 11-3. You can also drag the end of a column to the right to
increase the column width or to the left to decrease the column width. Clicking the
column header acts as a toggle to sort the column in ascending or descending
order.

Table 11-3: Asset Summary tabs
Tab                  Description
Hardware             Displays a summary of the hardware inventory of the device. It
                     displays a table with summary information about the device's
                     manufacturer, its OS, BIOS and processor, RAM, hard disk, screen,
                     keyboard, mouse, and network adapters.
                     This tab also displays a column for all the instances of each
                     hardware component. For example, a device has three disk drives:
                     C drive, D drive, and E drive. In this tab, the Instance 1 column
                     displays C:, the Instance 2 column displays D:, and the Instance 3
                     column displays E:.
Software             Displays the name of the software installed on the device, the
                     version number, the software manufacturer, the type of software,
                     and the directory where the software is installed.
                     The type of software can be:
                     !   Add/Remove Programs—This type is typically hotfixes, security
                         updates, or components that are installed on devices running the
                         Windows operating system only. This type is software retrieved
                         from Add/Remove Programs.
                     !   Application—All software that are of the Application type.
                     !   MSI Database—All software that are installed from an MSI file.
                     !   Web Browser—This type is the browsers that are installed on the
                         device.
                     Pagination is available for the Software tab. The lower section of
                     this tab contains the First, Previous, Next, and Last buttons for
                     navigation. You can navigate through the pages and view all
                     records. The current page number and the total number of pages
                     are displayed in the lower section of this tab. For example, if you are
                     on the second page of a total of 10 pages, the following is displayed
                     in the lower section:
                     Page 2 of 10
License Units        Displays the names, manufacturer, and category of all the licensed
                     software that are installed on the device.
Security             Displays the security products that are installed on the device. The
                     security products can be firewall, antivirus, spyware, and shared
                     resources.



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                      Table 11-3: Asset Summary tabs
                      Tab                     Description
                      Financial               Displays the following financial information about the device:
                                              !   Warranty Expiration Date—Date when the warranty for the
                                                  device expires. This date is later than the Service Start Date.
                                              !   Support Provider Phone Number—Phone number of the direct
                                                  contact at the support provider
                                              !   Support Provider—Name of the company that provides the
                                                  support for the device
                                              !   Support Expiration Date—Date when the support for the device
                                                  expires
                                              !   Service Start Date—Date when the device is available for use
                                              !   Residual Value—Remaining value of the device. The residual
                                                  value is an estimate of the value of the device at the time it will be
                                                  sold or disposed. It may be zero. Residual value is also known as
                                                  the scrap value or salvage value.
                                              !   Purchase Cost of Asset—Cost of purchasing the device
                      Action History          Displays the history of the deployment of operational rules on the
                                              device. For each operational rule, this tab displays the status of
                                              deployment, the last time when the status was updated, errors if
                                              they occurred while deploying the operational rule, and details of
                                              the errors.


                      You can you also perform the following actions on the device from the Asset Core
                      Actions menu of the Asset Summary form:
                      !   Start a remote control session
                      !   View the file system of the device
                      !   View the registry of the device
                      !   View the Windows events logged on the device
                      !   View the programs and processes running on the device
                      !   Start, stop, and restart services running on the device
                      !   Perform an audit on the device
                      !   Transfer files between the device and the computer that you are using to access
                          BMC Remedyforce
                      !   Ping the device
                      !   Reboot the device
                      !   Shutdown the device
                      !   Wake up the device
                      For more information, see “Asset Core Actions menu of the Incident form” on
                      page 287.




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            The Inventory Summary command of the Asset Core Actions menu is available
            only if you have selected a CI or opened a CI that represents a device in BMC
            FootPrints Asset Core.
            The Inventory Summary command of the Asset Core Actions menu is disabled if
            the following conditions are met:
            !   You have linked a CI that is not a device in BMC FootPrints Asset Core.
            !   The selected BMC FootPrints Asset Core device is unreachable or deleted.
            !   You do not have access rights to view the inventory summary of the device.


Creating an approval process for deploying operational rules
            For operational rules that must be approved before deployment, you must create
            an approval process for the Incident object. The approval process ensures that an
            approver approves or rejects all incident and service requests that deploy
            operational rules through linked task records. When you create an incident or
            service request that requires deploying an operational rule that requires approval,
            the incident or service request record is submitted for approval and is locked until
            the approver approves or rejects the approval. Also, the Asset Core Approval
            Status field of the current incident or service request is updated to Pending
            Approval. When the approval is received, the Asset Core Approval Status field is
            updated to Approved. If the approval is rejected, the Asset Core Approval Status
            field is updated to Rejected. If the approval process fails, the reason for failure is
            logged in the Incident History section. If an approval is not required, the value of
            the Asset Core Approval Status field is Not Applicable.

         ! To create an approval process for deploying operational rules
          1 Log on to your Salesforce.com organization as a user with administrative
            permissions.
            For more information, see https://na11.salesforce.com/help/doc/
            user_ed.jsp?section=help&target=admin_userperms.htm&loc=help&hash=
            topic-title.
          2 Navigate to Setup > Create > Workflow & Approvals > Approval Processes.
          3 From the Manage Approval Processes For list, select the Incident object.
          4 From the Create New Approval Process list, select Use Jump Start Wizard.
          5 In the Approval Process Information section, in the Name field, type the name of
            your approval process.
            A unique name is generated for the approval process from the name you have
            entered. You can choose to keep this unique name or create a new unique name for
            the approval process.
          6 In the Select Approver section, perform the following actions to define the staff
            members who approve the incident or service request:
            Consider the following points before defining approvers:



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                      !   The BMC Remedyforce integration of the Salesforce.com approval process with
                          incidents and service requests does not support the Let the submitter choose
                          the approver manually approver option.
                      !   If you define multiple approvers, an approval is created for each approver.
                          When each approver approves or rejects the incident or service request, their
                          individual responses can be tracked, which is not possible when you assign a
                          queue as an approver.

                      Approver option              Description
                      To assign the approval to a Select Automatically assign to queue.
                      queue                       If you select a queue, only one approval is created for the
                                                  incident or service request, and this approval appears in the
                                                  Approvals list of all the members of the selected queue. If
                                                  any of the queue members approves or rejects the incident
                                                  or service request, the approval is designated as completed,
                                                  and it goes out of the Approvals list.




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Approver option             Description
To assign the approval to   1 Select Automatically assign to approver.
selected staff members          By default, User is selected in the list that appears.
                            2 Click the User lookup.
                            3 Select the staff member who approves the incident or
                                service request.
                            4 Click the Add Row link to add another staff member to
                              the list of approvers.
                            5 In the User lookup for the next approver, select the next
                              staff member who approves the incident or service
                              request.
                            Note: A manager must be assigned to the staff member who
                                is selected as an approver. For more information about
                                assigning a manager, see https://
                                cs9.salesforce.com/help/doc/en/
                                approvals_change_approval_user_pref.htm.
                            6 Repeat step 4 and step 5 to add more staff members to the
                                list of approvers.
                            7 Select any of the following options to define how
                                approvals from multiple approvers are applied to the
                                incident or service request:
                            !   To approve or reject the incident or service request,
                                depending on the first response you receive from any of
                                your approvers in the approvers list, select Approve or
                                reject based on the FIRST response. When an approver
                                approves or rejects the approval, the approval is removed
                                from the Approvals list of the other approvers and the
                                action records for each approver in the incident or service
                                request are updated with the status of No Response.
                            !   If you want all approvers to approve the incident or
                                service request before it is implemented, select Require
                                UNANIMOUS approval from all selected approvers. If
                                a single approver rejects the incident or service request,
                                the Overall Status field of the incident or service request
                                is updated to Rejected. However, the individual
                                responses of all the approvers are updated as action
                                records in the incident or service request. Select this
                                option when you are resolving incidents or service
                                requests of HIGH priority or implementing important
                                changes that require approval from all stakeholders.




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                      Approver option              Description
                      To assign the approval to    1 Select Automatically assign to approver.
                      the manager of the client    2 In the first list that appears, select Related User.
                      Note: Applicable to          3 In the second list, select Client Manager.
                        approval processes for       When you select Client Manager, the approval is assigned
                        the Incident object only     to the user who is the manager of the client. You can
                                                     assign a manager to a client by editing the client record
                                                     and selecting a manager in the Approver Settings section.
                                                     Only those users with a Salesforce or Salesforce Platform
                                                     license can be assigned as managers. For more
                                                     information, see https://na12.salesforce.com/
                                                     help/doc/en/editing_users.htm and https://
                                                     na12.salesforce.com/help/doc/en/
                                                     user_fields.htm.
                                                     When you create an incident or service request for a client
                                                     with a manager, the manager is stored in the Client
                                                     Manager field of the Incident object. The approval process
                                                     retrieves the value of the Client Manager field and assigns
                                                     the approval to the manager.
                                                   Note: The approval process assigns the approval for
                                                     incidents and service requests that are created in the
                                                     Incident form and in Self Service. If the manager of the
                                                     client changes, the approval is sent to the new manager
                                                     only when you edit the incident or service request.


                7 Click Save.
                8 In the summary page that appears, click View Approval Process Detail Page to
                      view the details of the approval process you have created.
                9 To create the fulfillment records when you approve a service request that was
                      automatically submitted for approval, perform the following actions:
                      a In the Final Approval Actions section, click Add Existing.
                      b In the Choose Action Type list of the Select Existing Actions page, select the
                        Field Update type of action.
                      c In the Available Actions list, select Field Update: Update Service Request as
                        Approved.
                      d Click Add to move the selected action from the Available Actions list to the
                        Selected Actions list.
                      e Click Save.
                      Service requests are automatically submitted for approval when you select the
                      Automatically Submit for Approval (when matching criteria is met) check box
                      while creating a service request definition (SRD).
               10 To update Pending Approval to Approved in the Asset Core Approval Status
                      field of the incident or service request after you approve the incident or service
                      request, perform the following actions:
                      a In the Final Approval Actions section, click Add Existing.

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             b In the Choose Action Type list of the Select Existing Actions page, select the
                Field Update type of action.
             c In the Available Actions list, select Field Update: Asset Core Approval Status
                Approved.
             d Click Add to move the selected action from the Available Actions list to the
                Selected Actions list.
             e Click Save.
          11 To update Pending Approval to Rejected in the Asset Core Approval Status field
             of the incident or service request after you reject the incident or service request,
             perform the following actions:
             a In the Final Rejection Actions section, click Add Existing.
             b In the Choose Action Type list of the Select Existing Actions page, select the
                Field Update type of action.
             c In the Available Actions list, select Field Update: Asset Core Approval Status
                Rejected.
             d Click Add to move the selected action from the Available Actions list to the
                Selected Actions list.
             e Click Save.
          12 If you want delegated approvers to approve incidents or service requests, perform
             the following actions:
             a In the Approval Steps section, in the Action column, click Edit.
             b In Step 1. Enter Name and Description, click Next.
             c In Step 2. Specify Step Criteria, click Next.
             d Select the The approver's delegate may also approve this request check box.
             e Click Save.
          13 In the Process Definition Detail section, click Activate to activate the approval
             process.
          14 In the confirmation dialog box, click OK.


Creating a Task template to deploy an operational rule
             Task templates are used to deploy operational rules on the BMC FootPrints Asset
             Core server that is integrated with BMC Remedyforce. For more information about
             configuring the integration between BMC Remedyforce and BMC FootPrints Asset
             Core, see “Configuring the integration between BMC Remedyforce and BMC
             FootPrints Asset Core” on page 275. If the integration is not configured, the
             Operational Rule fields do not appear in the Select Field list.




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                      You can create Task templates for each operational rule that is available to BMC
                      Remedyforce. The Deployment from External Integration property of the
                      operational rule must have the Available in integrated solutions or Additional
                      workflow needed value for the operational rule to appear in the Select From Asset
                      Core Operational Rules window. If the Deployment from External Integration
                      property of the operational rule is set to Additional workflow needed, the
                      operational rule requires an approval before deployment. You can configure this
                      property in the BMC FootPrints Asset Core console.
                      When a client submits an incident or service request, the assigned staff member
                      must analyze the incident or service request and decide the tasks that must be
                      completed to resolve the incident or complete the service request. If the staff
                      member decides that an operational rule must be deployed, the staff member can
                      use a Task template to deploy a specific operational rule. For example, an incident
                      is created because the Intranet is not working. The task required to resolve this
                      incident is to restart IIS Admin Service on the server that is hosting the Intranet. To
                      resolve this incident, the assigned staff member can apply an Incident template
                      that has the linked Task template that deploys the operational rule to restart IIS
                      Admin Service.

                          NOTE
                      If BMC Remedyforce is currently executing the Task templates that deploy
                      operational rules, you must not modify the Task templates or the Incident
                      templates that use the Task templates during the execution. If you modify the
                      Incident or Task template, multiple tasks might be created.

              ! To create a Task template to deploy an operational rule
                1 In the BMC Remedyforce home page, click Configuration.
                2 From the list of Configuration options, expand Configuration.
                3 In the Configuration list, click Templates.

                          NOTE
                      In the BMC Remedyforce tabbed view, Templates is available in the Remedyforce
                      Workspaces tab.

                4 In the Templates List view, click New.
                5 From the Template For list, select Task.
                6 In the Name field, type a unique alphanumeric identifier that you want to assign
                      to the current template.
                7 In the Description field, type a description of this template.
                      The description should include the reason for creating the template.
                8 From the Select Field list, select Asset Core Operational Rule.
                9 Click the Field Value field.
               10 In the Select From Asset Core Operational Rules window, select the operational
                      rule that you want to deploy.


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          11 Click OK.
          12 Click Add.
             The following operational rule fields are added to the template:
             !   Unique ID of the Asset Core Operational Rule
             !   Description
             !   Operational Rule Requires Approval
             If the operational rule requires an approval before deployment, the Value column
             displays True for the Operational Rule Requires Approval field.
          13 Click Save.


Creating an Incident template to deploy an operational rule
             For commonly occurring incidents that require operational rule deployment to
             resolve the incident, you can create Incident templates and link the Task template
             that deploys the required operational rule. For example, the Intranet stops
             working because IIS Admin Service needs to be restarted. You can create an
             Incident template for this issue. In this Incident template, add or link the Task
             template that deploys the operational rule to restart the IIS Admin Service. You can
             also make the Incident template available to Self Service clients as top requests.
             Task templates are used to deploy operational rules on the BMC FootPrints Asset
             Core server that is integrated with BMC Remedyforce. For more information about
             configuring the integration between BMC Remedyforce and BMC FootPrints Asset
             Core, see “Configuring the integration between BMC Remedyforce and BMC
             FootPrints Asset Core” on page 275. If the integration is not configured, the
             Operational Rule fields do not appear in the Select Field list.
             You can create Task templates for each operational rule that is available to BMC
             Remedyforce. The Deployment from External Integration property of the
             operational rule must have the Available in integrated solutions or Additional
             workflow needed value for the operational rule to appear in the Select From Asset
             Core Operational Rules window. If the Deployment from External Integration
             property of the operational rule is set to Additional workflow needed, the
             operational rule requires an approval before deployment. You can configure this
             property in the BMC FootPrints Asset Core console.

                  NOTE
             If BMC Remedyforce is currently executing the Task templates that deploy
             operational rules, you must not modify the Task templates or the Incident
             templates that use the Task templates during the execution. If you modify the
             Incident or Task template, multiple tasks might be created.

         ! To create an Incident template to deploy an operational rule
           1 In the BMC Remedyforce home page, click Configuration.
           2 From the list of Configuration options, expand Configuration.



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                3 In the Configuration list, click Templates.

                          NOTE
                      In the BMC Remedyforce tabbed view, Templates is available in the Remedyforce
                      Workspaces tab.

                4 In the Templates List view, click New.
                5 From the Template For list, select Incident.
                6 In the Name field, type a unique alphanumeric identifier that you want to assign
                      to the current template.
                7 In the Description field, type a description of this template.
                      The description should include the reason for creating the template. Depending on
                      your requirements, you can add additional fields to the template.
                8 Click Save.
                9 In the Linked Templates section at the lower section of the Template form, click
                      Actions > Add.
                      A new Template form opens with the Template For field filled with Task as the
                      type of template. This field is disabled and cannot be modified.
               10 Create the Task template that deploys the required operational rule.
               11 Click Save.
                      The Template form of the task closes and the task template appears in the Linked
                      Templates section at the lower section of the Template form.
               12 Repeat step 9 through step 11 for each task that you want to add to the template.
               13 Click Save.


Creating a Request Detail template to deploy an operational rule
                      For commonly occurring service requests that require operational rules
                      deployment to complete the service request, you can create a Request Detail
                      template that contains the required Incident template. In the Incident template,
                      link the Task template that deploys the required operational rule. For example,
                      your clients require Microsoft Office to be installed on their computers. You can
                      create a service request definition to address this request. In the service request
                      definition, select the Request Detail template that contains the Incident template
                      that describes the service request being offered to clients. In the Incident template,
                      you can link the Task template that deploys the operational rule to install Microsoft
                      Office.
                      Task templates are used to deploy operational rules on the BMC FootPrints Asset
                      Core server that is integrated with BMC Remedyforce. For more information about
                      configuring the integration between BMC Remedyforce and BMC FootPrints Asset
                      Core, see “Configuring the integration between BMC Remedyforce and BMC
                      FootPrints Asset Core” on page 275. If the integration is not configured, the
                      Operational Rule fields do not appear in the Select Field list.


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   You can create Task templates for each operational rule that is available to BMC
   Remedyforce. The Deployment from External Integration property of the
   operational rule must have the Available in integrated solutions or Additional
   workflow needed value for the operational rule to appear in the Select From Asset
   Core Operational Rules window. If the Deployment from External Integration
   property of the operational rule is set to Additional workflow needed, the
   operational rule requires an approval before deployment. You can configure this
   property in the BMC FootPrints Asset Core console.

! To create a Request Detail template to deploy an operational rule
 1 In the BMC Remedyforce home page, click Configuration.
 2 From the list of Configuration options, expand Configuration.
 3 In the Configuration list, click Templates.

       NOTE
   In the BMC Remedyforce tabbed view, Templates is available in the Remedyforce
   Workspaces tab.

 4 In the Templates List view, click New.
 5 From the Template For list, select Request Detail.
 6 In the Name field, type a unique alphanumeric identifier that you want to assign
   to the current template.
   When you select Request Detail, the Incident Template list appears.
 7 Click the Incident Template list.
 8 In the Select From Templates window, select an Incident template that contains the
   linked Task template that deploys the required operational rule.
 9 In the Description field, type a description of this template.
   The description should include the reason for creating the template.
10 Click Save.
   This Request Detail template must be used when you create a service request
   definition.




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Creating service request definitions that require operational rule
deployment
                      For commonly occurring service requests that require operational rules
                      deployment to complete the service request, you can create service request
                      definitions. While creating the service request definition, you must ensure that you
                      use a Request Detail template that contains the required Incident template. You
                      must link the required Task template to the Incident template. The Task template
                      deploys the required operational rule. For example, your clients require Microsoft
                      Office to be installed on their computers. You can create a service request
                      definition to address this request. In the service request definition, select the
                      Request Detail template that contains the Incident template that describes the
                      service request being offered to clients. In the Incident template, link the Task
                      template that deploys the operational rule to install Microsoft Office. When a Self
                      Service client submits a service request of this service request definition in Self
                      Service, you must link the BMC FootPrints Asset Core device of the client to the
                      service request. When you complete linking the device, the operational rule to
                      install Microsoft Office is deployed on the device.
                      For more information, see “Creating a Task template to deploy an operational
                      rule” on page 301, “Creating an Incident template to deploy an operational rule”
                      on page 303, and “Creating a Request Detail template to deploy an operational
                      rule” on page 304.
                      If the Request Detail template contains an Incident template that has linked Task
                      templates that deploy operational rules and the Request Detail template is used in
                      a service request definition, these operational rules are deployed immediately after
                      you link the BMC FootPrints Asset Core device to the service request created from
                      this service request definition. If you have added Task templates that deploy
                      operational rules in the Fulfillment tab of the service request definition, these
                      operational rules are deployed depending on when the Asset Core Processor is
                      available.


Creating incidents that require operational rule deployment
                      For commonly occurring incidents that require operational rule deployment to
                      resolve the incident, you can use an Incident template that contains the Task
                      template to deploy the required operational rule. For example, the Intranet stops
                      working because IIS Admin Service needs to be restarted. When you receive a call
                      about this issue, you can use the Incident template that contains the Task template
                      that deploys the operational rule to restart the IIS Admin Service.
                      You can deploy operational rules on the BMC FootPrints Asset Core server that is
                      integrated with BMC Remedyforce. For more information about configuring the
                      integration between BMC Remedyforce and BMC FootPrints Asset Core, click
                      in the Remedyforce Administration tab. If the integration is not configured, the
                      operational rules are not deployed.




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       NOTE
   If the incident or service request is created in Self Service, their operational rules
   are deployed depending on when the Asset Core Processor is available. If you
   want many operational rules to deploy quickly, configure the Asset Core Processor
   to run jobs at a short interval.

! To create an incident that requires operational rule deployment
 1 In the Salesforce home page, click the Incidents tab.
   If you do not see the Incidents tab, click All tabs (+) and then click Customize My
   Tabs in the upper right corner of the screen. In the Available Tabs list, select
   Incidents and click the right arrow to move the Incidents tab to the Selected Tabs
   list. Click Save.

       NOTE
   Ensure that Remedyforce Incident View is selected in the View menu.

 2 On the Incidents Home page, click New.
 3 From the Client ID list, select the type of client.
 4 Click Client ID Lookup.
 5 In the Search for a user window, select the client of the incident.
   If you select an account first and then select a client, all active users are displayed
   in the Search for a user window.
 6 Click Template Lookup.
 7 In the Search window, select the Incident template for the current issue.
 8 Click Configuration Item Lookup.
   You can also link the BMC FootPrints Asset Core device later on by using the Link
   CI button. In this case, the task record is created after the BMC FootPrints Asset
   Core device is linked. For more information, see “Searching, importing, and
   linking a device to an incident or service request” on page 311.
 9 In the Search window, select the BMC FootPrints Asset Core device where the
   operational rule must be deployed.
10 Depending on the client requirements, complete adding values to the remaining
   fields of the incident.
11 Click Save.
   BMC Remedyforce creates a task for the operational rule and links the task to the
   current incident. You can track the progress of the operational rule deployment in
   the status of the task. The status of the task is updated depending on the polling
   interval you have configured for the Asset Core Processor in Application Settings
   > BMC FootPrints tab. You can view the progress of the operational rule in the
   Action History tab of Inventory Summary for the linked device.




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                      When an operational rule is requested, a note is added to the Action History tab in
                      the task record created for the operational rule. This note is also added to the
                      History tab of the Supporting information section when you view the linked
                      device in the Instance Editor. This note records the time when the operational rule
                      deployment is requested. You can view the progress of the operational rule in the
                      Action History tab of Inventory Summary. If the operational rule deployment is
                      executed successfully or failed, BMC Remedyforce records the details of the
                      deployment in the Action History tab for the task record and the linked device.
                      The following list describes the possible operational rule statuses:
                      !   When BMC Remedyforce creates the task to deploy an operational rule, the
                          status of the operational rule is Request Pending and the status of the task is the
                          status you have assigned to Request Pending, such as WAITING FOR.
                      !   If the approval to deploy the operational rule is rejected, the status of the
                          operational rule updates to Approval Rejected and the status of the task
                          updates to the status you have assigned to Approval Rejected, such as
                          REJECTED. In this case, the task record gets closed because the State of the
                          REJECTED status is Closed. Now, if you re-submit the incident for approval
                          and the incident is approved, the closed task record is not reopened.
                      !   When the operational rule deployment request is sent to the BMC FootPrints
                          Asset Core server, the status of the operational rule updates to Requested and
                          the status of the task updates to the status you have assigned to Requested, such
                          as IN PROGRESS.
                      !   If the BMC FootPrints Asset Core server could not process the request, the status
                          of the operational rule updates to Request Error and the status of the task
                          updates to the status you have assigned to Request Error, such as FAILED.
                      !   If the request to deploy the operation rule could not be successfully completed,
                          the status of the operational rule updates to Execution Error and the status of
                          the task updates to the status you have assigned to Execution Error, such as
                          CANCELLED.
                      !   If the operational rule deployment request was successfully completed, the
                          status of the operational rule updates to Request Successful and the status of
                          the task updates to the status you have assigned to Request Successful, such as
                          COMPLETED.
                      If an approval is required before deploying the operational rule, the current
                      incident remains locked until the approver approves or rejects the approval. Also,
                      the Asset Core Approval Status field of the current incident is updated to Pending
                      Approval. When the approval is received, the Asset Core Approval Status field is
                      updated to Approved. If the approval is rejected, the Asset Core Approval Status
                      field is updated to Rejected. If the approval process fails, the reason for failure is
                      logged in the Incident History section. If an approval is not required, the value of
                      the Asset Core Approval Status field is Not Applicable. If you fix the reason why
                      the approval failed and re-submit the incident, the operational rule is deployed
                      after the approval is received. If an approval process is not created, the task is
                      created but an error is logged in the Action History tab. If you create the approval
                      process and re-submit the incident, the operational rule is deployed after the
                      approval is received.

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                NOTE
            In the Linked Tasks section, if you click either the New Task or Create and Link
            button to create a task and use a Task template that deploys an operational rule,
            the task record is created but the operational rule is not deployed on the linked
            BMC FootPrints Asset Core device.


Creating service requests that require operational rule deployment
            For commonly occurring service requests that require operational rules
            deployment to complete the service request, you can use the service request
            definition that deploys the operational rule. The Request Detail template of the
            service request definition contains the Incident template. In the Incident template,
            the linked Task template deploys the required operational rule. For example, your
            clients require Microsoft Office to be installed on their computers. You can create
            a service request definition to address this request. In the service request
            definition, select the Request Detail template that contains the Incident template
            that describes the service request being offered to clients. In the Incident template,
            link the Task template that deploys the operational rule to install Microsoft Office.
            If the service request definition of the service request contains Task templates that
            deploy operational rules in the Fulfillment tab, these operational rules are
            deployed depending on when the Asset Core Processor is available.
            You can deploy operational rules on the BMC FootPrints Asset Core server that is
            integrated with BMC Remedyforce. For more information about configuring the
            integration between BMC Remedyforce and BMC FootPrints Asset Core, click
            in the Remedyforce Administration tab. If the integration is not configured, the
            operational rules are not deployed.

                NOTE
            If the incident or service request is created in Self Service, their operational rules
            are deployed depending on when the Asset Core Processor is available. If you
            want many operational rules to deploy quickly, configure the Asset Core Processor
            to run jobs at a short interval.

         ! To create a service request that requires operational rule deployment
          1 In the Salesforce home page, click the Incidents tab.
            If you do not see the Incidents tab, click All tabs (+) and then click Customize My
            Tabs in the upper right corner of the screen. In the Available Tabs list, select
            Incidents and click the right arrow to move the Incidents tab to the Selected Tabs
            list. Click Save.

                NOTE
            Ensure that Remedyforce Incident View is selected in the View menu.

          2 On the Incidents Home page, click New.
          3 From the Client ID list, select the type of client.



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                4 Click Client ID Lookup.
                5 In the Search for a user window, select the client of the service request.
                      If you select an account first and then select a client, all active users are displayed
                      in the Search for a user window.
                6 Click Request Definition Lookup.
                7 In the Search window, select the service request definition for the current request.
                8 Click Configuration Item Lookup.
                      You can also link the BMC FootPrints Asset Core device later on by using the Link
                      CI button. In this case, the task record is created after the BMC FootPrints Asset
                      Core device is linked. For more information, see “Searching, importing, and
                      linking a device to an incident or service request” on page 311.
                9 In the Search window, select the BMC FootPrints Asset Core device where the
                      operational rule must be deployed.
               10 Depending on the client requirements, complete adding values to the remaining
                      fields of the service request.
               11 Click Save.
                      BMC Remedyforce creates a task for the operational rule and links the task to the
                      current service request. You can track the progress of the operational rule
                      deployment in the status of the task. The status of the task is updated depending
                      on the polling interval you have configured for the Asset Core Processor in
                      Application Settings > BMC FootPrints tab. You can view the progress of the
                      operational rule in the Action History tab of Inventory Summary for the linked
                      device.
                      When an operational rule is requested, a note is added to the Action History tab in
                      the task record created for the operational rule. This note is also added to the
                      History tab of the Supporting information section when you view the linked
                      device in the Instance Editor. This note records the time when the operational rule
                      deployment is requested. You can view the progress of the operational rule in the
                      Action History tab of Inventory Summary. If the operational rule deployment is
                      executed successfully or failed, BMC Remedyforce records the details of the
                      deployment in the Action History tab for the task record and the linked device.
                      The following list describes the possible operational rule statuses:
                      !   When BMC Remedyforce creates the task to deploy an operational rule, the
                          status of the operational rule is Request Pending and the status of the task is the
                          status you have assigned to Request Pending, such as WAITING FOR.
                      !   If the approval to deploy the operational rule is rejected, the status of the
                          operational rule updates to Approval Rejected and the status of the task
                          updates to the status you have assigned to Approval Rejected, such as
                          REJECTED. In this case, the task record gets closed because the State of the
                          REJECTED status is Closed. Now, if you re-submit the service request for
                          approval and the service request is approved, the closed task record is not
                          reopened.



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             !   When the operational rule deployment request is sent to the BMC FootPrints
                 Asset Core server, the status of the operational rule updates to Requested and
                 the status of the task updates to the status you have assigned to Requested, such
                 as IN PROGRESS.
             !   If the BMC FootPrints Asset Core server could not process the request, the status
                 of the operational rule updates to Request Error and the status of the task
                 updates to the status you have assigned to Request Error, such as FAILED.
             !   If the request to deploy the operation rule could not be successfully completed,
                 the status of the operational rule updates to Execution Error and the status of
                 the task updates to the status you have assigned to Execution Error, such as
                 CANCELLED.
             !   If the operational rule deployment request was successfully completed, the
                 status of the operational rule updates to Request Successful and the status of
                 the task updates to the status you have assigned to Request Successful, such as
                 COMPLETED.
             If an approval is required before deploying the operational rule, the current service
             request remains locked until the approver approves or rejects the approval. Also,
             the Asset Core Approval Status field of the current service request is updated to
             Pending Approval. When the approval is received, the Asset Core Approval
             Status field is updated to Approved. If the approval is rejected, the Asset Core
             Approval Status field is updated to Rejected. If the approval process fails, the
             reason for failure is logged in the Incident History section. If an approval is not
             required, the value of the Asset Core Approval Status field is Not Applicable. If
             you fix the reason why the approval failed and re-submit the service request, the
             operational rule is deployed after the approval is received. If an approval process
             is not created, the task is created but an error is logged in the Action History tab.
             If you create the approval process and re-submit the service request, the
             operational rule is deployed after the approval is received.

                  NOTE
             In the Linked Tasks section, if you click either the New Task or Create and Link
             button to create a task and use a Task template that deploys an operational rule,
             the task record is created but the operational rule is not deployed on the linked
             BMC FootPrints Asset Core device.


Searching, importing, and linking a device to an incident or service
request
             In the Incident form, when you are creating an incident or a service request for a
             BMC FootPrints Asset Core device, you must link the device to the incident or
             service request. When you click the Link CI button, the Select From Configuration
             Items window displays the Remedyforce CMDB and Asset Core tabs.




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                           NOTE
                      If the Link CI button is not present on the Incident form, add this button by
                      clicking the Edit Layout link on the upper right section of the Incident form,
                      clicking the Buttons category in the left column of the palette, and dragging the
                      Link CI button from the palette to the Incident Detail section of the Incident form.

                      The Remedyforce CMDB and Asset Core tabs are displayed only if the system
                      administrator has enabled the integration between BMC Remedyforce and BMC
                      FootPrints Asset Core. If the integration is not enabled, the Select From
                      Configuration Items window does not display the Remedyforce CMDB and Asset
                      Core tabs. For more information about enabling the integration, click      in the
                      Remedyforce Administration tab. The Select From Configuration Items window
                      displays the configuration items present in the Remedyforce CMDB and allows
                      you to search for configuration items to select a required configuration item.
                      The Remedyforce CMDB tab displays the configuration items of the Remedyforce
                      CMDB and the BMC FootPrints Asset Core devices that are imported into the
                      Remedyforce CMDB. If the required device is not present in this tab, you can
                      search for the device in Search field of the Asset Core tab.
                      The Asset Core tab searches and displays the devices of the client of the current
                      incident or service request only if the Unique User ID In Source field of the User
                      object is populated with the domain name and user name of the linked client.
                      The Unique User ID In Source field is populated when you import users by using
                      the BMC Pentaho packages to import data from an LDAP server.
                      The value in the Unique User ID In Source field can be stored in the following
                      formats:
                      !   Domain\User Name
                      !   User Name@Domain
                      When you type the search criteria in the Search field and click Search, BMC
                      Remedyforce queries the BMC FootPrints Asset Core database and displays the
                      matching devices from the BMC FootPrints Asset Core database.
                      Note the following important points about searching for a device:
                      !   The search is not case-sensitive.
                      !   You can use wildcard characters, such as * for any number of missing characters
                          and ? for a single missing character.
                      !   To refine the search, use operators such as AND, OR, and NOT. Use
                          parentheses if you use multiple operators.
                      !   You can search for a value in a specific field by using the <Field Name>::<Value>
                          notation. You can search in these fields: name, os, fpac, ip, domain, netbios,
                          macaddress, serialnumber, type, currentuser, user, security, vendor, po,
                          support, dept, sku, status, contact, and owner.
                          Example: domain::bmc.com




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   When you find the required device in the search results, double-click the device to
   import the device into the BMC Remedyforce CMDB and link the device to the
   incident or service request. The devices are imported into the Computer Systems
   class, which is a sub-class of the Base Elements class.

! To search, import, and link a device to an incident or service request
 1 In the Salesforce home page, click the Incidents tab.
   If you do not see the Incidents tab, click All tabs (+) and then click Customize My
   Tabs in the upper right corner of the screen. In the Available Tabs list, select
   Incidents and click the right arrow to move the Incidents tab to the Selected Tabs
   list. Click Save.
 2 From the list of incidents and service requests, click the required incident or service
   request.
 3 Click Link CI.
   If you are connecting to BMC FootPrints Asset Core for the first time from BMC
   Remedyforce, the BMC FootPrints Asset Core Authentication dialog box appears.
   You must enter your BMC FootPrints Asset Core credentials in this dialog box.
   Your BMC FootPrints Asset Core user name is saved, and you do not need to enter
   your credentials for future connection attempts.
 4 If the required device is present in the Remedyforce CMDB tab, double-click the
   device to link the device to the incident or service request.
   You can filter the records that are displayed in the Remedyforce CMDB tab by
   using the following commands of the Views menu:
   !   Linked to Client—Displays all configuration items that belong to the client of
       the incident or service request
   !   Linked to Account—Displays all configuration items that belong to the Account
       of the incident or service request
   !   All—Displays all configuration items
 5 If the required device is not present in the Remedyforce CMDB tab, perform the
   following actions:
   a Click the Asset Core tab.
   b To search for device in the BMC FootPrints Asset Core database, type the search
       criteria in the Search field, and click Search.
   c In the displayed search results, double-click the required device to link the
       device to the incident or service request.
   The selected device appears in the Service and Configuration Items Details section
   of the incident or service request. The device is imported into the Computer
   Systems class.




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Use case scenario: Fixing commonly occurring issues
                      Alan is a client who uses Self Service to report issues and request for services.
                      David is a staff member who works on resolving all issues reported in Self Service
                      and completing all requests that are submitted. The following steps describe the
                      flow of activities that occur when Alan is unable to print and he reports an issue in
                      Self Service:

            Step 1 Alan logs on to Self Service and uses the Facing Printing Issues Incident template
                      in Self Service to submit a service request.

            Step 2 David is assigned to work on the service request. David opens the service request
                      in BMC Remedyforce and links Alan's BMC FootPrints Asset Core device to the
                      service request by clicking Link CI, and double-clicking the device if it is present
                      in the Remedyforce CMDB tab. If the required device is not present in the
                      Remedyforce CMDB tab, David clicks the Asset Core tab, searches for the device,
                      and double-clicks the required device to link the device to the service request. For
                      more information, see “Searching, importing, and linking a device to an incident
                      or service request” on page 311.

            Step 3 David views the inventory summary of the device by clicking CI Actions, selecting
                      Inventory Summary from the Asset Core Actions menu, and clicking Go. David
                      clicks the Software tab and searches for software that might cause the issue. For
                      more information, see “Viewing the inventory summary” on page 294.

            Step 4 David does not find any issues with the software installed on Alan's device. Then,
                      David calls Alan and sets up a remote session. David clicks CI Actions, selects
                      Remote Control from the Asset Core Actions menu, and clicks Go. For more
                      information, see “Asset Core Actions menu of the Incident form” on page 287.

            Step 5 After troubleshooting the printer issue, David finds that a recently installed patch
                      conflicts with their older printer drivers. David downloads the new drivers and
                      installs them on Alan's device. David tests printing on Alan's device to ensure that
                      the printer issue is fixed. David closes the service request.

            Step 6 In the next day, Martin, Tina, and Joe, Self Service clients, submit service requests
                      about not being able to print. David checks the patches that are being pushed out
                      and finds that Martin, Tina, and Joe are facing the same printer issue as Alan.
                      Instead of calling each Self Service client and setting up a remote session, David
                      navigates to the CMDB Manager in BMC Remedyforce and launches the BMC
                      FootPrints Asset Core console. For more information, see “Launching the BMC
                      FootPrints Asset Core console” on page 285.

            Step 7 In the BMC FootPrints Asset Core console, David creates a package with the new
                      drivers.

            Step 8 In the BMC FootPrints Asset Core console, David opens Martin's device and
                      reviews the installed patch inventory to ensure that the conflicting patch is
                      installed on the device. David finds the patch and checks the installation date. The
                      installation date is the current date, so the patch must be causing the printer issue.



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        Step 9 David assigns the package to the Martin's device in the BMC FootPrints Asset Core
               console.

       Step 10 In BMC Remedyforce, David opens Martin's service request and sends an email
               message to Martin that the printer issue has been resolved. The email message also
               tells Martin to try printing and if the printing issue is still present, Martin must
               reboot, and try again.

       Step 11 To prevent more Self Service clients from facing the printer issue, David updates
               the package rule in the BMC FootPrints Asset Core console. Now, the package is
               installed only if the registry key from Windows Update is set to the bad value.
               With this rule, the BMC FootPrints Asset Core does not install the package on a
               computer that does not have the patch.

       Step 12 Create a Task template that deploys the operational rule and link this Task
               template to the required Incident template. When similar incidents occur, the
               linked Task template deploys the required operational rule and resolves the
               incident.

       Step 13 To further automate the process of resolving these incidents, David creates a
               workflow that applies the required Incident template when a client submits an
               incident that contains the required keywords.


Use case scenario: Software installation requests
               Alan is a client who uses Self Service to request for software to be installed on his
               new laptop, a device in BMC FootPrints Asset Core. David is a staff member who
               works on completing software installation service requests that are submitted in
               Self Service. The following steps describe the flow of activities that occur to
               complete Alan’s service request to install Microsoft Office and Microsoft Visio in
               Self Service:

        Step 1 In BMC FootPrints Asset Core, David creates one operational rule to install
               Microsoft Office and another operational rule to install Microsoft Visio.

        Step 2 In the operational rule to install Microsoft Office, David sets the value of the
               Deployment from External Integration property to Available in integrated
               solutions. This operational rule is now available in BMC Remedyforce to create a
               Task template to deploy this operational rule.

        Step 3 In the operational rule to install Microsoft Visio, David sets the value of the
               Deployment from External Integration property to Additional workflow needed
               to ensure that the operational rule deployment occurs only after approval is
               received for this operational rule. This operational rule is now available in BMC
               Remedyforce to create a Task template to deploy this operational rule.

        Step 4 In BMC Remedyforce, David creates the approval process for deploying
               operational rules. For more information, see “Creating an approval process for
               deploying operational rules” on page 297.




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            Step 5 In BMC Remedyforce, David creates the service request definitions for commonly
                      occurring service requests, such as software installation requests for Microsoft
                      Office and Microsoft Visio. In the Install Microsoft Office service request
                      definition, David selects the Request Detail template that contains the required
                      Incident template. In the Incident template, David links the Task template that
                      deploys the operational rule to install Microsoft Office. For more information, see
                      “Creating service request definitions that require operational rule deployment” on
                      page 306.

            Step 6 In the Install Microsoft Visio service request definition, David selects the Request
                      Detail template that contains the required Incident template. In the Incident
                      template, David links the Task template that deploys the operational rule to install
                      Microsoft Visio. For more information, see “Creating service request definitions
                      that require operational rule deployment” on page 306.

            Step 7 Alan logs on to Self Service and uses the Install Microsoft Office service request
                      in Self Service to submit a service request to install Microsoft Office.

            Step 8 David is assigned to work on the service request. David opens the service request
                      in BMC Remedyforce and links Alan's BMC FootPrints Asset Core device to the
                      service request by clicking Link CI, and double-clicking the device if it is present
                      in the Remedyforce CMDB tab. If the required device is not present in the
                      Remedyforce CMDB tab, David clicks the Asset Core tab, searches for the device,
                      and double-clicks the required device to link the device to the service request. For
                      more information, see “Searching, importing, and linking a device to an incident
                      or service request” on page 311.

            Step 9 BMC Remedyforce creates a task for the operational rule and links the task to the
                      current service request. You can track the progress of the operational rule
                      deployment in the status of the task. If the operational rule deployment is executed
                      successfully or failed, BMC Remedyforce records the details of the deployment in
                      the Action History tab for the task record and the linked device. If the operational
                      rule deployment request was successfully completed, the status of the operational
                      rule updates to Request Successful and the status of the task updates to the status
                      you have assigned to Request Successful, such as COMPLETED. When the status
                      of the task updates to the status you have assigned to Request Successful, such as
                      COMPLETED, Microsoft Office is installed on Alan’s device.

          Step 10 Now, Alan logs on to Self Service and uses the Install Microsoft Visio service
                      request in Self Service to submit a service request to install Microsoft Visio.

          Step 11 David is assigned to work on the service request. David opens the service request
                      in BMC Remedyforce and links Alan's BMC FootPrints Asset Core device to the
                      service request by clicking Link CI, and double-clicking the device if it is present
                      in the Remedyforce CMDB tab. If the required device is not present in the
                      Remedyforce CMDB tab, David clicks the Asset Core tab, searches for the device,
                      and double-clicks the required device to link the device to the service request. For
                      more information, see “Searching, importing, and linking a device to an incident
                      or service request” on page 311.




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       Step 12 BMC Remedyforce creates a task for the operational rule and links the task to the
               current service request.

       Step 13 An approval is required before deploying the operational rule to install Microsoft
               Visio. The current service request remains locked until the approver approves or
               rejects the approval. Also, the Asset Core Approval Status field of the current
               service request is updated to Pending Approval. When the approval is received,
               the Asset Core Approval Status field is updated to Approved.

       Step 14 After the approval is received, the service request is unlocked and the task to
               deploy the operational rule executes.

       Step 15 You can track the progress of the operational rule deployment in the status of the
               task. If the operational rule deployment is executed successfully or failed, BMC
               Remedyforce records the details of the deployment in the Action History tab for
               the task record and the linked device. If the operational rule deployment request
               was successfully completed, the status of the operational rule updates to Request
               Successful and the status of the task updates to the status you have assigned to
               Request Successful, such as COMPLETED. When the status of the task updates
               to the status you have assigned to Request Successful, such as COMPLETED,
               Microsoft Visio is installed on Alan’s device.


Use case scenario: Software license compliance
               Alan, a Self Service client, requires Adobe Photoshop. He installs Adobe
               Photoshop from the common shared server that is available to all users. However,
               Alan's installation causes the organization to exceed the available licenses. The
               following steps describe the flow of activities that occur to resolve the software
               license issue:

        Step 1 David, a staff member, receives an alert in BMC FootPrints Asset Core. The alert
               indicates that the number of Adobe Photoshop licenses being used exceeds the
               number of available licenses. The alert also creates an incident in BMC
               Remedyforce because the used licenses are exceeding the available licenses.

        Step 2 In the software title, David views the users who have installed Adobe Photoshop
               and the users who are authorized to use Adobe Photoshop. David finds that Alan
               and two more users are unauthorized users of Adobe Photoshop. David also
               checks the actual software usage and sees that there are 15 authorized users, who
               have installed the Adobe Photoshop six months back, and they have never used
               Adobe Photoshop.

        Step 3 Instead of buying a new license for Alan, David creates an operational rule in BMC
               FootPrints Asset Core and deploys this operational rule to the 15 users who are not
               using Adobe Photoshop. This operational rule has a popup with the following
               message:




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                      It appears that you have installed Adobe Photoshop, but you are not using
                      Adobe Photoshop. We would like to re-assign the Adobe Photoshop licenses to
                      other users. Please click Yes to allow us to uninstall Adobe Photoshop or No to
                      keep Adobe Photoshop installed. If you need Adobe Photoshop in the future,
                      you can submit a service request to install Adobe Photoshop in Self Service.

            Step 4 If users click Yes, Adobe Photoshop is uninstalled from their devices and those
                      licenses are available for usage.

            Step 5 This operational rule deploys immediately or at the next time these 15 users log on
                      to their devices. Out of the 15 users, 10 users have selected Yes to uninstall Adobe
                      Photoshop. This has freed up 10 licenses.

            Step 6 In BMC Remedyforce, the incident about the available licenses being exceeded is
                      closed and David receives an alert that the license compliance issue is resolved.


Use case scenario: Event management
                      BMC FootPrints Asset Core can be configured to create an incident in BMC
                      Remedyforce when an alert is generated. The following steps describe the flow of
                      activities that occur to resolve the incidents created from alerts:

            Step 1 David, a staff member, receives an alert that a web server has failed. The alert also
                      creates an incident in BMC Remedyforce because the web server has failed. In
                      BMC Remedyforce, David reviews the incident and finds that the web server has
                      failed in the last 15 minutes.

            Step 2 David navigates to the CMDB Manager in BMC Remedyforce and launches the
                      BMC FootPrints Asset Core console. For more information, see “Launching the
                      BMC FootPrints Asset Core console” on page 285.

            Step 3 In the BMC FootPrints Asset Core console, David opens the event logs on the failed
                      web server and checks for issues. David identifies a logon failure of a service
                      account. The password for the local service account expired after 90 days. This is
                      an issue because service accounts passwords should not expire.

            Step 4 David corrects the issue on this server by correcting the local security policy.

            Step 5 Then, David creates a compliance rule to ensure that the local security policy of all
                      servers does not allow local service accounts passwords to expire.

            Step 6 David assigns this compliance rule to the servers and is able to see how many
                      servers are compliant.

            Step 7 If a server becomes non-compliant, an alert is generated in BMC FootPrints Asset
                      Core and an incident is created in BMC Remedyforce.




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