Set up the Splunk Add-on for BMC Remedy

Follow these steps to set up the add-on using the setup screen in the App Manager. You need to know the user name and password for an account with Incident User permissions on your Remedy system for fetching, creating and modifying incidents in your Remedy environment to perform the setup.

If your Splunk platform deployment is distributed, you need to perform the setup steps on your search heads. If you are using this add-on with a search head cluster (supported for Splunk platform 6.3.x or later), perform these setup steps on one search head node. The cluster will sync the credentials to your other nodes automatically. Before you begin, click ''Settings > Show All Settings'' so that you can see the Setup link on your search head cluster node.

1. In Splunk Web, click on the Splunk Add-on for BMC Remedy icon in the Apps sidebar to launch the add-on.
2. Click on the Configuration button.
3. Click on the Soap Account tab to navigate to BMC Remedy SOAP account configuration settings. See the steps below for more information.
4. If using a proxy, click on the Proxy tab to configure proxy settings. See the steps below for more information.
5. Click on the Logging tab to configure logging levels. See the steps below for more information.
6. Click on the Rest Account tab to navigate to BMC Remedy REST account configuration settings. See the steps below for more information.

Configure SOAP Account settings

1. In Splunk Web, click on the Splunk Add-on for BMC Remedy icon in the Apps sidebar to launch the add-on.
2. Click the Soap Account tab to navigate to the Splunk Add-on for BMC Remedy SOAP account configuration settings.
3. In the Soap Account tab, enter the full Mid Tier URL of the Remedy server in the Remedy Mid Tier URL field. The AR System Server information can be found in the BMC Remedy AR System Administration Console, under General > Server Information.
4. In the AR System Server Name field, enter the hostname of the Remedy AR system server.
   

The AR System Server information can be found in the BMC Remedy AR System Administration Console, under General > Server Information.

5. Enter the User name and Password for the account on your Remedy system and confirm the password.

Password is not a mandatory field, as Remedy Server allows accounts without passwords.

6. Click Save.

Configure Proxy settings

Configure a proxy connection to your remedy server.

1. In Splunk Web, click on the Splunk Add-on for BMC Remedy icon in the Apps sidebar to launch the add-on.
2. Click the Proxy tab to navigate to the Splunk Add-on for BMC Remedy proxy configuration settings.
3. Click Enable Proxy.
4. Select the type of proxy to use in the Proxy Type field.
5. Enter the proxy server address in the Host field.
6. Enter the proxy server port in the Port field. For example, 8081.
7. Enter a proxy username (if you have one) in the Username field, and enter the proxy password in the Password field. The Splunk platform encrypts the proxy username and password as soon as you enter these values.
8. Click the Reverse DNS resolution box if you want to perform DNS resolutions through your proxy.
9. Click Save.

If, you want to disable your proxy but save your configuration, repeat steps 1 and 2 above, and uncheck the Enable Proxy box. The Splunk Add-on for BMC Remedy stores your proxy configuration so you can enable it again later. To delete your proxy configuration, delete the values in the fields.

Configure Logging settings

1. In Splunk Web, click on the Splunk Add-on for BMC Remedy icon in the Apps sidebar to launch the add-on.
2. Click the Logging tab to adjust logging level. The data collection Logging level defaults to INFO. Verbosity increases in the following order: ERROR, WARN, INFO, DEBUG, CRITICAL. If you experience issues with the add-on, enable "DEBUG" level logging to help troubleshoot.
3. Click Save.

Configure Rest Account settings

1. In Splunk Web, click on the Splunk Add-on for BMC Remedy icon in the Apps sidebar to launch the add-on.
2. Click the Rest Account tab to navigate to the Splunk Add-on for BMC Remedy account configuration settings.
3. Click Add.
4. In the Add Rest Account dialog box, fill in the required fields:




Field	Description
Account Name	Enter a unique account name
Remedy Mid Tier URL	Enter the Remedy MidTier URL (for example, https://myremedyserver.com:8080)
AR System Server Name	Enter the Remedy AR System Server Name
AR System Server URL	Enter the Remedy AR System Server URL, with Jetty Port. (for example, https://<REMEDY_AR_SERVER_URL>:<JETTY_PORT>) By default, the Jetty server runs on port 8008 and port 8443. For more information, see the following documents on Configuring REST APIs and Troubleshooting the REST API. For Helix Users, the jetty port would be 443 by default for HTTPS connections.
Smart IT URL	Enter Remedy Smart IT URL (for example, https://remedy-smartit.bmc.com:443) This is an optional field, Adding Smart IT URL will provide Smart IT URL for Incidents created using custom commands for REST Accounts, Smart IT URL will also be included in the incident_url_list in response of incident detail fetched from TA REST Endpoint.
Username	Enter your Remedy Username
Record Count	Enter the maximum number of records to be fetched at each API call from the forms. The value should be in a range configured in the remedy environment and between 1000 and 10000. The default value is 2000.

5. Click Add:
• If your entered information is successfully authenticated, the add-on saves the account information.
• If you entered incorrect credentials or an incorrect url, an error message appears on the dialog box. If you see this error message, verify the information you entered and try again.

Password is not a mandatory field, as Remedy Server allows accounts without passwords.

If you have multiple search heads that are not in a search head cluster, perform these preceding steps on each search head to support search-time push integration. Configure data collection only on your data collection nodes, typically one or more of your heavy forwarders.

If the Remedy service definition changes after you have set up the add-on, you will need to perform the add-on setup again.

Switch between encrypted and unencrypted communication

By default, all the communications from the Splunk Add-on for BMC Remedy to your Remedy servers will be encrypted via HTTPS with SSL certificate validation enabled. If your Remedy server is configured with HTTPS and a valid CA signed certificate, then the communication to Remedy server work with default configurations.

If your Remedy server is configured with HTTPS using a self signed certificate, follow the below steps.

1. Download the root CA certificate used in your Remedy deployment.
2. Copy the contents of the new certificate.
3. Navigate to $SPLUNK_HOME/etc/apps/Splunk_TA_remedy.
4. Create a new <certs_file>.pem file and add the content of the new certificate. Append the new certificate content if the file is already present.
5. Open the local/splunk_ta_remedy_settings.conf file in a text editor, create a new one if not present.
6. Add the ca_certs_path parameter value as below:

[additional_parameters]
ca_certs_path=/opt/splunk/etc/apps/Splunk_TA_remedy/custom_ca_certs.pem # <absolute path to the <certs_file>.pem file>

• Save your changes.
• Restart your Splunk instance.

SOAP Account

If your Remedy server is not configured with HTTPS and only supports HTTP communications, follow the below steps.

1. Change the value of the http_scheme field to HTTP instead of HTTPS in
$SPLUNK_HOME/etc/apps/Splunk_TA_remedy/local/splunk_ta_remedy_settings.conf file under the additional_parameters stanza.
2. Enter the server_url field according to HTTP or HTTPS in $SPLUNK_HOME/etc/apps/Splunk_TA_remedy/local/splunk_ta_remedy_settings.conf file under the additional_parameters stanza.
3. Save your changes.

If the Remedy service definition changes after you have set up the add-on, you will need to perform the add-on setup again.

REST Account

The Splunk Add-on for BMC Remedy only supports remedy servers configured with https and SSL certificate validation, enabled through the user interface. You must use configuration files for other configuration scenarios.

Prerequisites:

• Only users with file system access, such as system administrators, can set up the Splunk Add-on for BMC Remedy REST Account using configuration files.
• Review the steps in How to edit a configuration file in the Splunk Enterprise Admin Manual.
• You can have configuration files with the same name in your default, local, and app directories. For more information, see

Configuration file directories in the Splunk Enterprise Admin Manual.

Never change or copy the configuration files in the default directory. The files in the default directory must remain intact and in their original location. Only make changes to the files in the local directory.

Complete these steps to set up the Splunk Add-on for BMC Remedy REST Account using configuration files:

1. Navigate to $SPLUNK_HOME/etc/apps/Splunk_TA_remedy and create a /local directory if it does not already exist.
2. Create a file called splunk_ta_remedy_account.conf in the $SPLUNK_HOME/etc/apps/Splunk_TA_snow/local directory.
3. For each unique account name you want to keep, create a stanza. Make the stanza name same as the account name:




Stanza	Setting	Description
[account_name]	midtier_url	Enter the Remedy MidTier URL (for example, https://myremedyserver.com:8080)
	server_name	Enter the Remedy AR System Server Name
	server_url	Enter the Remedy AR System Server URL, with Jetty port. (for example, https://<REMEDY_AR_SERVER_URL>:<JETTY_PORT>) By default, the Jetty server runs on port 8008 and port 8443. For more information, see the following documents on Configuring REST APIs and Troubleshooting the REST API. For Helix Users, the jetty port would be 443 by default for HTTPS connections.
	smart_it_url	Enter the Remedy Smart IT URL (for example, https://remedy-smartit.bmc.com:443) This is an optional field, Adding Smart IT URL will provide Smart IT URL for Incidents created using custom commands for REST Accounts, Smart IT URL will also be included in the incident_url_list in response of incident detail fetched from TA Endpoint.
	username	Enter your Remedy username
	password	Enter your Remedy password
	jwt_token	Enter the jwt token. See the BMC Remedy documentation for Generating a Token.
	record_count	Enter the maximum number of records to be fetched at each API call from the forms. The value should be in a range configured in the remedy environment and between 1000 and 10000. The default value is 2000.
disable_ssl_certificate_validation	To disable SSL certificate validation, enter 1. The default is 0.

4. Save your changes.
5. Restart your Splunk instance.
6. Reload the configuration page of the add-on to ensure plain text added in .conf files is encrypted.

If you are configuring the add-on on a search head and if you have more than one search head in cluster, perform the same steps for all the above sections on each search head to support search-time push integration. You can only configure data collection on your data collection nodes, typically one or more heavy forwarders.

Form Name and Time Field Mapping

To set up the Splunk Add-on for BMC Remedy, you must set the time field for each table name. The add-on creates a checkpoint based on time when the REST API is called to collect data. This ensures that data collection resumes from the timestamp last recorded and avoids data redundancy and data gaps. You can set the Time field of the form parameter on the Inputs page. The default value is Last Modified Date .

Form Name	Time Field
incident	Last Modified Date