IOA support for DO REMEDY

The DO REMEDY option in Control-M for z/OS enables creation of a problem ticket in the Remedy Help Desk system by sending a formatted e-mail to a special mailbox that is defined for this purpose. For more information about the DO REMEDY option, see the Control-M for z/OS User Guide.

The Remedy Email Engine reads the incoming message sent to this mailbox and creates problem tickets in the Remedy system, according to the details in each message.

To set up IOA support for DO REMEDY

1. Create an account on a POP3 mail server (for example, Microsoft Exchange Server) and record the following details:
   • Server name or IP address of the POP3 server (for incoming mail)
   • Server name or IP address of the SMTP server (for outgoing mail)
   • Server port number used for connecting to the POP3 server (for incoming mail)
   • Server port number used for connecting to the SMTP server (for outgoing mail)
   • Mailbox name and password
   • E-mail address of this new account

   BMC recommends that you ensure that the new mail account has been set up correctly by trying to access the account from Microsoft Outlook. In Outlook, select Tools => E-mail Accounts => Add a new E-mail account => POP3. After you have filled in the details, press Test Account Settings.

2. Install and configure the Remedy Email Engine.

   Note: Ensure that the Java SDK is already installed on the computer where the Remedy Email Engine will be installed.

   For detailed instructions about installing the Remedy Email Engine, see the Action Request System 6.3 Remedy Email Engine Guide.

   Remedy Email Engine configuration guidelines

   • Do not specify an RPC port during the first part of the Remedy Email Engine installation.
   • Define the same name for the incoming and outgoing mailboxes during the mailbox configuration part of the Remedy Email Engine installation.
   • When you configure the Remedy Email Engine, specify only the host name (without the domain name) as the SMTP server.
   • BMC recommends that until DO REMEDY has been tested to work successfully, instead of starting the Remedy Email Engine as a service, start it by running the following batch file. Set the debug flag so that debugging messages will go to the command window.

     Edit the emailstart.bat file and add the -Dmail.debug=true option after "%JavaPath%\java":

     "%JavaPath%\java" -Dmail.debug=true -cp

     emaildaemon.jar;arapi63.jar;arutil63.jar;activation.jar;mail.jar;imap

     .jar;smtp.jar;pop3.jar;armapi63.jar

     com.remedy.arsys.emaildaemon.EmailDaemon

     The default location of the emailstart.bat file is C:\Program Files\AR System\AREmail.

   • There are additional parameters in the Remedy Email Engine mailbox configuration that cannot be set up in the initial prompt windows. You can access the setup values later by selecting Start => Programs => Action Request System => AR System User. After logging on, perform the following steps:
     1. Select Open => Find and specify AR System Email Mailbox Configuration.
     2. Select the entry that has type Form and click the Search icon. This process should find two mailboxes: Incoming and Outgoing.
     3. Select the Incoming mailbox and change Polling Interval (Minutes) to 1.
     4. Press Advanced Configuration.
     5. Change Reply With Result to No and save your changes.
     6. Restart the Remedy Email Engine.
3. Copy members REMCONFD and REMTMPL from the IOA.BASE.GENERAL library to the IOA.PARM library.
4. Create a copy of REMCONFD in the IOA.PARM library, and name it REMCONF.
5. Configure the parameters in member REMCONF, as described in REMCONF member.
6. Create a copy of REMTMPL in the IOA.PARM library, and name it REMTMPLx, where x is the suffix specified in the REMTPLS parameter of the REMCONF member.
7. Configure the email template in the REMTMPLx member, as described in REMTMPLx member.
8. Define the nickname and email address defined in REMMAIL parameter of REMCONF member in the MAILDEST member (see note below).
9. Recycle the Control-M Monitor.

   Note: The following MAILDEST parameters, which are related to the Remedy interface in version 6.3.01 and earlier, are no longer supported: RMxSRV, RMxUSR, RMxPSW, RMxSCM, RMxSRC, RMxSTS, RMxTYP. In this list, the value of x may be M, D, or O. If these parameters are set in the MAILDEST member, they will be ignored.