The document describes various integration methods that can be used to connect the BMC Remedy IT Service Management (ITSM) system with external systems and data sources. It explains the main integration technologies including the AR System C API, Java API, web services, plug-ins, command line interfaces, XML import/export, and others. The goal is to support automated communication between Remedy and external repositories and applications.

1. Support Groups
Business Users
End-Users
- Targeted Notifications
- Escalations
- Automated conference bridging
- Subscriptions Notifications (FYI)
- Mobility
Incident
Management
Problem
Management
AssetManagement
Change
Management
ITSM Applications (Systems)
AR Approval Server
AR Assignment
Engine
AR Flashboards
Server
AR Email Engine
AR System Server
Components
CMDB
Reconciliation
Engine
Normalization
Engine
Atrium
SubSystems
ITSM Foundation
Definitive Media
Library
Task Management
System
Cost Management
System
AR System Server
SubSystems
AR System Server
Workflow, Permissions, Database Abstraction
Remedy
Developer Studio
AR System
C API
AR System
C API
AR System
Java API
End User /
Developer
Notification Engine
Remedy Clients
Users, Administrators, Developers
Email Engine
AR System
C API
AlarmPoint
Java API
Web
Services
CMDB Providers
One-time Data Sources
ServiceLevel
Management
Web Browser
Common Automation
Interface (CAI)
AlarmPointEnterprise
HP Openview
(OVO)
Microsoft
Exchange
Server 2003
EMAIL
Voice
APMG
(Mobile
Gateway)
BES
(Blackberry
Enterprise
Server)
Outgoing email sent via SMTP
Incoming email templates via MAPI
AP Add Action
/ enriched messages
Sync Support Groups
ServiceRequest
Management(SRM)
Knowledge
Management
Microsoft Systems
Center Operations
Manager
MOM/
SCOM 2007
Ticket creationSeamless
Technologies or
OPEN SOURCE
SCOM to Remedy
SD Integration
Read SCOM alerts
Notify SCOM
Remedy
Java API
Microsoft System
Center Configuration
Manager 2007
SCCM 2007
Seamless
Technologies or
OPEN SOURCE
SMS to Remedy
CMDB Integration
Seamless
Technologies or
OPEN SOURCE
SCOM to Remedy
CMDB Integration
Mapping and Reconciliation of SCOM Class to
Cis and relationship in Atrium CMDB AR System
Java API
Unified
Management
Platform
BIGFIX
Enterprise Suite
Atrium Integration
Engine
Pager
AR System
Pager
Executable
CA Unicenter
Solar Winds
eBonding
AIE
Exchanges
NCAP
EAMS
EATS
LMS
TelTrac
Part 2: CMDB Integration
hp OpenView
smart plug-ins
(B7480AA)
Automatic Ticket Creation
Incident and Change Management
User
Authentication
AR System
Plug-in
(AREA)
AR System
C API
eAuth
(People Credentials)
Foundation
CSV Load
Templates
Newdata
Updatesto
existingdata
DataLoadConsole
DataWizard
Data Mgt Tool
OIP
(Locations/Site/Office)
EIMS
(People Master Account)
Microsoft
Active Directory
AD
(Email)
Company
Organization/
Department
Financials
(Cost Center)
Product
Categorization
Foundation Data
Operational
Categorization
FDR
(Foundation Data Repository)
*New
New/Update User
create
Remedy
login id
New/Update User
Update email /
validate phone
Updates
Adds
Foundation
XLS Load
Templates
New Locations
DSO Staging Forms
Distrubuted
Server Option
Server Name
RPC Program Number
Port
Password
DSO Transfer OUT
DSO Transfer IN
NITC Instance
(AR System Server)
User Account Management
(People / Location Information)
HP OpenView
API
AR System
C API
Hypertext Transfer
Protocol/Secure
(HTTP/HTTPS)
RPC
(Remote procedure
calls)
Remedy
User Tool
(thick client)
AR System
Mid-Tier (Web)
RPC
(Remote procedure
calls)
RPC
(Remote procedure
calls)
HTTP /
HTTPS
Notification
NTIA
Mapping Incident ID
Web
Services
AP Agent updates Incident
Responses from recipients
Notification /
Escalation
Notification /
Escalation
Notification /
Escalation
Notification /
Escalation
Ticketcreation
Event enrichment
updates
Event
enrichment update
Sync
CMDB Providers (Discovery Sources)
Perpetual Data Sources
BridgeTrack
BMC REMEDY IT Service Management (ITSM) v7 INTEGRATION ARCHITECTURE
This diagram describes the integrations required to
support the USDA/OCIO ITS BMC Remedy IT
Service Management (ITSM) v7 environment. This
diagram does not include installation, configuration,
administration or deployment information.
10/01/09Page 1 of 1 RLB
ITSMv7 Interface Diagram 1.0
Integration Definition
An integration is defined as an
automated communication between a
Remedy form or Remedy Application and
an external data source/repository.
Integration Assumptions
1. Does not adversely impact the process flow of
the core application.
2. Initial and sustainable business value to a large
segment of the user base.
3. Function cannot be achieved within the
application framework.
4. Automated – Human intervention not required
for normal operation.
5. Critical to the functioning of the applications or
the business service.
6. Real time or near real time transactions
accommodated, batch jobs are to be avoided.
7. All consumer integrations require a business
service owner.
AR System C API
- fastest method to push and pull data while still maintaining data security and workflow
- encapsulates RPC communication protocols
- fully open and documented in the C API Guide
AR System Java API
- Not pure Java, as it is built on top of the AR System C API
- fully open and documented in javadoc in ardoc62.jar
- primarily used by the AR System Mid-Tier
- using this abstraction layer allows developers to quickly build enhanced applications for the web.
Web Services
- This integration technology (XML, WSDL, UDDI and SOAP) allows for the development of
applications without programming.
- use the set fields workflow action and a web services object to “consume” third-party web
services in AR System applications.
-use the AR System to create and “publish” a web services object.
- Supports HTTPS for secure communication over the Internet and Remedy Encryption for security
between the web server and the AR System
AREA Plug-Ins
(AR System External
Authentication)
BMC Remedy provides a special API that allows user logins to be validated using external
processes, such as LDAP, Kerberos, or others. This API is called the AR System External
Authentication (AREA) API.
Filter API Plug-Ins
The filter API enables you to use filters to permit other applications to make calls back into AR
System.
ARDBC Plug-Ins
(AR System Database
Connectivity)
- AR System Database Connectivity enables you to access and manipulate data that is not stored
in AR System. Using the ARDBC API, you can create plug-ins used by AR System server to
manage data. These plug-ins are loaded at run time and implement calls that are analogous to the
set, get, create, delete, and get-list API calls for entries in a form.
Vendor Forms
Vendor forms allow AR System to present data from external sources as entries in an AR System
form. Vendor forms require you to have an ARDBC plug-in installed and configured.
View Forms
View forms allow direct read-and-write access to data in database tables that are not owned by AR
System. This allows direct access to these tables, as if they were owned by AR System, without
programming, database replication, or synchronization.
Atrium Integration
Engine (AIE)
- fully configurable scheduling for batch or on-demand transfers
- preferred method for populating the Atrium CMDB
- fast, flexible mapping between data sources
SQL Database Access
- Execute Direct SQL statements to push data to non-AR System tables
- Retrieve external data with Set Fields actions that process Select query results
- Database tables can be on a separate server and database, but must be accessible through the
database used by the AR System server.
ODBC Access
- Supports reporting and other read-only data access
- Maintains data security and workflow
- Provides user-friendly table names, column names and data formats
- external joins must be done with multiple data sources
Command Line
Interface (CLI)
A Command Line Interface (CLI) is available with most AR System clients. This enables a client to
be started and passed a set of parameters so that either it is in a specific state and displays
information or it completes a process and exits with no user interface displayed.
Running External
Applications
(Run Process)
One of the actions available in AR System workflow is the Run Process action. AR System can use
the command line interfaces of other applications to start those applications and pass them initial
data. In some cases, the third-party application is simply started, while in others AR System waits
for a response.
XML Import and Export
AR System can export and import object definitions in XML. AR System clients can convert AR
System objects to XML and vice versa without making calls to the AR System server. When the
server exports the file in XML format, it adds a header required to make it a valid XML document.
This same header is required for the server to import an XML file correctly. Otherwise, the file is
assumed to be in the standard AR System definition format.
OLE Automation
- Remedy User Tool can be controlled via OLE
* supports client side actions (opening forms, creating entries, populating fields, running
guides
- not designed as a high-volume or multi-threaded integration point
- Remedy User tool can use OLE objects
* send and receive data via OLE Automation actions in Active Links
* OLE objects must be on user’s local machine
* Persistence and event processing are not supported.
* OLE calls that use Variant arrays are not supported.
View Fields
- Acts as a browser window embedded in an AR System form
- Can show web pages or data files
- URL dynamically defined via Set Fields actions
- Supported on both Remedy User and AR System Mid-Tier
- No direct client-side return path, so return data must be sent via another integration method
JavaScript
- AR System Mid-Tier forms can be accessed via JavaScript (read/write data fields, trigger
workflow)
- Not available on Remedy User client
- Not officially supported by BMC
.NET + COM API
- Provides most commonly needed functions of the AR System server-
- allows easy integration with Microsoft’s .NET languages and applications that support COM
objects
- Built on top of the AR System C API
Integration Methods