Remedy incident information configuration

You can configure the Remedy incident information by accessing the configuration file, RemedyConfig.XML, which is located as follows:

• emremedy_configure (Control-M/EM): ctm_em/etc/cli/data/REMEDY (UNIX) or <EM home>\data\REMEDY (Windows)
• ctm_remedy_configure (Control-M/Server): <CTM server home>/data/REMEDY (UNIX) or <CTM server home>\data\REMEDY (Windows)

The configuration file consists of three sections:

• Connection settings: Enables you to configure the Remedy server connection through either emremedy_configure or ctm_remedy_configure. For more information, see: Remedy configuration.
• Configuration settings: Enables you to configure settings for Remedy server version 6
• Configuration settings: Enables you to configure settings for Remedy server version 7

Each Remedy server version contains action configurations for opening and closing incidents, which contain the schema or form name as shown in the following table.

NOTE:

• Configuration info for Remedy 7 also applies to Remedy 8 and Remedy 9.
• The Remedy user must be defined with fixed licenses and must have Administrator privileges, to allow the creation of concurrent incidents.

An incident form is created either directly (the default process for Remedy 6) or indirectly (the default process for Remedy 7) by the Remedy server. When the indirect process is used to create an incident form, the Remedy sever initially creates an intermediate form that contains an ID number that identifies the real (target) form. The intermediate form must be resolved to obtain the real form ID. To create an incident form, see: Creating an incident form.

When Remedy incidents are created, default values are used for each of the Remedy incident fields. Each Remedy incident field consists of the following attributes:

• Name - field description
• ID - Remedy field identification number
• Data Type - either a string field (indicated by the number 4) or a selection field (indicated by the number 6)
• Value - default value used

The Remedy field ID values for additional Remedy fields must be obtained from the Remedy administrator.

The configuration file contains the following built-in Remedy fields that are automatically populated by BMC Batch Impact Manager and Control-M/Server.

• Summary
• Note
• Urgency