This and following topics explain how IRM's Move Add and Change (MAC) and Ticketing processes are integrated into BMC's SmartIT Change Request Form through several use case scenarios. The following is an example workflow of a server incident response that demonstrates the capabilities of this integration.

 

First, the incident is analyzed using IRM and it is determined which ports on the switch to which the server connects are failing; these require reconnection to different switch ports. In this case, a change request needs to be raised and associated with this SmartIT incident - below is a screenshot of the BMC Remedy SmartIT incident report with highlighted Affected Asset and Description fields:

As the first step, the change request is created within SmartIT by clicking on the +Create button and selecting the Related Change Request option from the drop-down menu, as highlighted in the screenshot.

 

The following image shows the Create Change Request form with most of the relevant data entered inside the Basics submenu:

 

Next, the change request is associated with the affected asset from the CMDB inside the CIs menu:

 

Next , that change is submitted:

and now a design change Ticket needs to be created in IRM:

 

To do that, the user simply edits the change request:

and selects the option to request a change within IRM:

and then saves the changes:

 

This generates a Ticket in the IRM system, as displayed in the Change Request form:

 

 

The Ticket can be opened using the action menu in the top of the change request form and selecting the Show IRM Ticket option:

 

This opens the IRM system in another browser tab and shows the Ticket Properties dialog. displaying the relevant properties from the change request:

 

Here the user can see summary of the information and can proceed to effect that change by creating a MAC transaction:

 

Next, the user should go to the targeted Rack to make the required changes, often done within the Elevation management dialog:

 

Since the server needs to be re-patched, inside the Elevation dialog, the user can select the targeted server and see its connected to Ports 12 and 13 on the workgroup switch:

 

From here, the user can simply go to the workgroup switch, open its Ports and Connections and see that the Port Statuses for Ports 12 and 13 are shown as Intermittent and Broken, respectively:

 

Next, the user needs to disconnect those 2 Cables and reconnect the server to to functioning ports - the user can select Port 16 and 17, for example, as the Ports to reconnect server to:

 

In the meantime, the design model has been updated with the required changes and those changes are recorded into the opened MAC transaction:

 

Once the user is finished with the design changes, the MAC needs to be locked:

 which automatically updates the associated change request Ticket by setting its status to Ready for Review (as seen in the Ticket Manager dialog):

 

That status gets fed back to the original ticket in the SmartIT system, where the user can see that the change request in BMC has now been updated with attached the documentation. This enables engineers and technicians to access the change documentation in the BMC system, without requiring access to IRM, as the change request goes through its life cycle.

 

Once the change request is closed, the user can then commit those design changes to the design model in IRM. Alternatively, if the change is cancelled, then it will roll back the design changes in IRM, so the design remains in its previous state.