Integrate Opsgenie with BMC FootPrints v12

Functionality of the Integration

• When an incident is created in BMC FootPrints v12, an alert will be created in Opsgenie.

• When an incident is updated in BMC FootPrints v12, a note will be added to the alert in Opsgenie.

• When an incident is resolved in BMC FootPrints v12, the alert will be closed in Opsgenie.

• When a problem is created in BMC FootPrints v12, an alert will be created in Opsgenie.

• When a problem is updated in BMC FootPrints v12, a note will be added to the alert in Opsgenie.

• When a problem is resolved in BMC FootPrints v12, the alert will be closed in Opsgenie.

• When an alert is created in Opsgenie, an incident or a problem will be created in BMC FootPrints v12.

• When a note is added to the alert in Opsgenie, the incident or the problem will be updated in BMC FootPrints v12.

• When the priority of the alert is changed in Opsgenie, the priority of the incident or the problem will be updated in BMC FootPrints v12.

• When the alert is closed in Opsgenie, the incident or the problem will be resolved in BMC FootPrints v12.

Add BMC FootPrints v12 Integration in Opsgenie

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

2. Specify who should be notified for BMC FootPrints v12 alerts using the Responders field. Auto-complete suggestions will be provided as you type.

3. Copy the API key by clicking on the copy button or selecting.

4. Select "Save Integration".

Configuration in BMC FootPrints v12

• In BMC FootPrints v12, go to Administration tab.

• Select your Service Desk workspace in Workspaces.

• Repeat the process below for one or both of the Incident and Problem record definitions:

  • Double click on the record definition to see its details.

  • Select Fields from the left menu.

  • Click on the Add button to add a new field, and then select Add Field.

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

  • Select Simple Text as the Field Type.

  • Select Hidden as the Permissions.

  • Click on the Save button to save the field.

• Go back to the record definition again, and this time select Business Rules from the left menu.

  • Click on the New Business Rule button and select After Save Rule.

• Type Send to Opsgenie into the Business Rule Name field.

  • Select Run Any Time for the Business Rule Schedule field.

  • Click on the Add New Trigger button to add a new trigger.

  • Select After Save for the trigger and check the On Create and On Update by User checkboxes.

  • Click on the Create button to create the trigger.

  • Click on the Add New Action button to add a new action.

  • Select Execute external action for the action.

    • If you are using Linux Distributions:

      • For Incident record definition, paste /usr/bin/bmcFootPrints2opsgenie -incidentNumber [incident_number]

      • For Problem record definition, paste /usr/bin/bmcFootPrints2opsgenie -problemNumber [problem_number]

    • If you are using Windows:

      • For Incident record definition, paste C:\opsgenie-integration\bmcFootPrintsV12\bmcFootPrints2opsgenie.exe -incidentNumber [incident_number]

      • For Problem record definition, paste C:\opsgenie-integration\bmcFootPrintsV12\bmcFootPrints2opsgenie.exe -problemNumber [problem_number]

  • Click on the Create button to create the action.

  • Click on the Save button on the top left to save the business rule.

• Go back to your Service Desk workspace and click on the Save and Publish button.

Integration via OEC

Alternatively, use Opsgenie’s OEC and the BMC FootPrints v12 script to execute actions on BMC FootPrints v12. This enables deployment of your own scripts/ability to modify the ones provided and execute customized actions on BMC FootPrints v12.

To use the BMC FootPrints v12 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 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 [Environment]::SetEnvironmentVariable("OEC_HOME", "Path you extracted OEC package", 'Machine') )

Configuring BMC FootPrints v12 Integration for OEC

• In order to use OEC utility for your BMC FootPrints v12 integration, enable Send Via OEC in your integration settings.

• Other configurations regarding BMC FootPrints v12 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 v12, 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 FootPrintsv12 integration you've created above.

• url – URL of your BMC FootPrints v12 instance.

• username – Username of your BMC FootPrints v12 user for authentication.

• password – Password of your BMC FootPrints v12 user for authentication.

• workspaceName – Name of your service desk workspace in BMC FootPrints v12. (E.g. Service Desk 1)

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