Integrate Opsgenie with BMC FootPrints v11

What does Opsgenie offer BMC FootPrints users?

Opsgenie provides a powerful two-way integration with BMC FootPrints. When a new incident or problem is created in BMC FootPrints, a corresponding Opsgenie alert is automatically created, containing rich information about the incident. Opsgenie provides rich notifications with on-call rotations, scheduling features, and alert escalations to ensure the best incident management for BMC FootPrints customers.

Functionality of the Integration

• When an incident is created in BMC FootPrints v11, an alert is created in Opsgenie.

• When an incident is updated in BMC FootPrints v11, a note is added to the alert in Opsgenie.

• When an incident is resolved in BMC FootPrints v11, the alert is closed in Opsgenie.

• When a problem is created in BMC FootPrints v11, an alert is created in Opsgenie.

• When a problem is updated in BMC FootPrints v11, a note is added to the alert in Opsgenie.

• When a problem is resolved in BMC FootPrints v11, the alert is closed in Opsgenie.

• When an alert is created in Opsgenie, an incident or a problem is created in BMC FootPrints v11.

• When a note is added to the alert in Opsgenie, the incident or the problem is updated in BMC FootPrints v11.

• When the priority of the alert is changed in Opsgenie, the priority of the incident or the problem is updated in BMC FootPrints v11.

• When the alert is closed in Opsgenie, the incident or the problem is resolved in BMC FootPrints v11.

Add BMC FootPrints v11 Integration in Opsgenie

1. Go to Settings > Integrations. Search for BMC FootPrints and select Add.

2. Specify who is notified of BMC FootPrints v11 alerts using the Responders field. Auto-complete suggestions are provided as you type.

3. Copy the API key.

4. Select Save Integration.

Configuration in BMC FootPrints v11

• Our integration with BMC FootPrints v11 supports forwarding both incidents and problems to Opsgenie.

• Take the following steps for your Incidents workspace or Problems workspace or both.

  • In BMC FootPrints v11, click the Administration button at top right.

  • Select Workspace from the menu.

• Select Form Designer under the Fields topic.

• Select Incident Information/Problem Information tab from the left menu.

  • Drag&Drop a Single Line Character field from the FIELD TYPES list on the right side of the page.

  • Name the field: Opsgenie Alert Alias. This name should be exactly the same since Opsgenie uses this name to access the field from the API.

  • Select 1 column as the Width.

  • Select Medium as the Input Size.

  • Select No Restriction as the Length.

  • Click SAVE to save the field.

  • Click Publish Form to publish the form.

  • Confirm the dialogue which asks if you want to publish the form.

• Go back to the Workspace again, this time select Escalation under the Automated Workflow topic.

• Click Add Escalation.

• Select Instant Escalation as the Escalation Type.

  • Select Instantly escalate Incident after it has been created and/or edited, and check both Instant Escalation upon creation of Incident and Instant Escalation upon editing of Incident options, then select the Create/edit can be by either an agent or a customer option in the When to Run tab.

• Complete configuration in the next tabs to determine for which types of tickets that you want to create Opsgenie alerts. For example, define the criteria to filter out the unnecessary tickets that you don't want to be forwarded to Opsgenie.

  • In the Actions tab, check the Execute external program option under the External Action topic, and

    • If you're using Linux distributions:

      • For your Incidents workspace, paste /usr/bin/bmcFootPrints2opsgenie -incidentNumber %%MRID%% -workspaceId %%PROJID%% into the textbox.

      • For your Problems workspace, paste /usr/bin/bmcFootPrints2opsgenie -problemNumber %%MRID%% -workspaceId %%PROJID%% into the textbox.

    • If you're using Windows:

      • For your Incidents workspace, paste C:\opsgenie-integration\bmcFootPrintsV11\bmcFootPrints2opsgenie.exe -incidentNumber %%MRID%% -workspaceId %%PROJID%% into the textbox.

      • For your Problems workspace, paste C:\opsgenie-integration\bmcFootPrintsV11\bmcFootPrints2opsgenie.exe -problemNumber %%MRID%% -workspaceId %%PROJID%% into the textbox.

• In the Name/Save tab, type Send to Opsgenie into the Escalation Name field, and select On for the Escalation On/Off option.

  • Enter your password into the Password field and click SAVE.

Integration via OEC

Alternatively, use Opsgenie’s OEC and the BMC FootPrints v11 script to execute actions on BMC FootPrints v11. This enables deployment of your own scripts/ability to modify the ones provided and execute customized actions on BMC FootPrints v11.

To use the BMC FootPrints v11 integration package, follow the steps in the sections below through the end.

Install OEC package

• Unzip opsgenie integration zip file which contains OEC package into a directory (C:\opsgenie is the preferred path.)

For convenience lets refer to this Unzip path as %OEC_HOME%, you can create a system environment variable called OEC_HOME with the value of the unzip location, to do this open an elevated Powershell session and enter this command:

PowerShell

Configuring BMC FootPrints v11 Integration for OEC

• In order to use OEC utility for your BMC FootPrints v11 integration, enable Send Via OEC in your integration settings.

• Other configurations regarding BMC FootPrints v11 can be done either via the integration settings page or the OEC configuration file. Configuration on the integration page precedes the configuration file.

OEC Configuration

To be able to execute actions in BMC FootPrints v11, OEC gets the configuration parameters from the configuration file located at path %OEC_HOME%\conf\config.json .

Configuration parameters

• apiKey – Copy the API key from the BMC FootPrints v11 integration you've created above.

• url – URL of your BMC FootPrints v11 instance.

• username – Username of your BMC FootPrints v11 user for authentication.

• password – Password of your BMC FootPrints v11 user for authentication.

• incidentWorkspaceId – ID of your Incidents workspace in BMC FootPrints v11. (E.g. 6)

• problemWorkspaceId – ID of your Problems workspace in BMC FootPrints v11. (E.g. 7)

The package that you downloaded also includes OEC executable which is located at path %OEC_HOME%\oecService64.exe and the script that is needed to be run by OEC which is located at path %OEC_HOME%\scripts\actionExecutor.py . After the configuration of OEC is done, you need to run it. In order to learn more about how to run OEC, you can refer to the Running OEC documentation.

Sample parameters sent to OEC

JSON