remedygtw
Create trouble tickets in Remedy ARS based on assignment of Alarms

The remedygtw probe acts as a gateway for alarms into Remedy ARS.

Installation notes

The probe is initially inactive. You must configure the probe, and then activate it. To configure the probe double-click on it and enter the following information:

  • server: The Remedy ARS servers hostname or IP address.
  • username: A username in the Remedy ARS system.
  • password: Password for 'username'. Leave this field blank if user has no password.

To activate the probe, right-click on it in the Nimsoft Infrastructure Manager and select 'Activate'.

To allow creation of trouble tickets directly from the Nimsoft Infrastructure Manager, you must do the following:

In Remedy:
1) Import the definition file nimbus_message.def into Remedy ARS
2) Create a workflow between Nimsoft Message and your own Helpdesk

In Nimsoft Infrastructure Manager:
1) Create the user 'remedy' (Please note that this is all in the lowercase!)
2) Restart the Nimsoft Infrastructure Manager.
3) Right click on the alarm you wish to enter as a trouble ticket, select 'Assign', and then select the 'remedy' user. This will send an alarm_assign message that the probe will pick up and create a trouble ticket in the Nimsoft Message schema you imported into Remedy ARS.

In Nimsoft Alarm Server (nas):
You can create a rule in the Alarm Server's Auto Operator to automatically assign messages to Remedy ARS. Refer to the Alarm Server documentation for information about automatic assignment of Alarms.



Upgrade notes


The definition file nimbus_message.def has changed between versions 1.10 and 1.20, and must be imported again. The procedure for this depends on the version of Remedy ARS you are running.

For versions prior to 6.0:
- Export existing data with the Remedy User application.
- Import new definition file with the Remedy Administrator application.
- Import exported data with the Remedy User application.

For version 6.0 and higher:
- Import new definition file with the Remedy Administrator application.

Existing passwords will have to be re-entered in the configuration utility since the probe now encrypts passwords in the cfg file.
Revision history
Date Description State Version
29.03.2012 Strip off the double-hyphen from the text enclosed within the XML comments to refresh/display the list of servicedesk fields. GA 2.01
01.08.2011 1) Two way synchronization of incidents/alarms.
2) Check Remedy server disconnection.
3) Probe restart functionality after Remedy server is detected up and running.
4) Offline management for alarms.
5) Assigning incident id to custom fields after alarm is assigned.
6) Timezone handling for synchronization process.
7) Configurable Remedy user to whom alarms will be assigned.
8) Field mapping for custom 1…custom 2 and User Tag1, User Tag2.
9) Added support for linux and solaris.
10) Added TNT2 & 1I8n support.
 2.00
02.03.2011 Added support for internationalization.
Added support for reading alarm tokens from cfg.
Added support for extended NIS database information.
 1.40
30.09.2010 Made changes to libraries with respect to configuration locking.
1.23
23.02.2010 Fixed problem with reconnection to Hub failing without retrying.
Fixed crash situation on an alarm without assign. This can happen if you create a 'remedygtw' attached to a queue which will get 'alarm_new, alarm_assign, alarm_update' alarm subjects.
Fixed configuration tool problem with saving 'Remedy port' and 'RPC Port Number'. 		1.22
22.12.2005 Extra log information if ticket creation fails. 1.21
12.06.2003 Add support for setting port number and RPC program number in configuration. 1.10
Requirements
Platform: Please refer to the Platform Support Matrix located in the Download section of http://support.nimsoft.com
Software: Remedy ARS v6.x, v7.x
Hardware: None