Global Integrated Fulfillment

Remedy API Usage Guide

Revision 1.4

15 July 2015

1 GIF Event Framework Utility | Wal-Mart Stores, Inc.

Revision History

Revisi
Date Author Remarks
on
1.0 05/12/2015 Initial Draft

2 GIF Event Framework Utility | Wal-Mart Stores, Inc.

Table of Contents
Purpose.......................................................................................................................................................4
Overview.....................................................................................................................................................4
Maven Artifact Dependency........................................................................................................................4
How to use Remedy -API Framework..........................................................................................................4
Input Parametes..........................................................................................................................................4
Interpreting the Response...........................................................................................................................6
How to validate...........................................................................................................................................6
Registering BMC Remedy Templates...........................................................................................................8
Acknowledgement.....................................................................................................................................11

3 GIF Event Framework Utility | Wal-Mart Stores, Inc.

Purpose
The purpose of this document is to describe the usage of Remedy API.

Overview
Feature provided by Remedy API
 It provides functionality to log the remedy ticket information in the remedy log files in the server
.These logs gets picked up the OM process to create incident tickets.

Maven Artifact Dependency

Here is the maven dependency detail which should be added to respective pom:

Current:

<dependency>
<groupId>com.walmart.ecommerce.fulfillment</groupId>
<artifactId>fullfillment-external-remedy-api</artifactId>
<version>1502.0</version>
</dependency>

New:
<dependency>
<groupId>com.walmart.ecommerce.fulfillment</groupId>
<artifactId>fullfillment-external-remedy-api</artifactId>
<version>1505.2</version>
</dependency>

Here is the Remedy API SVN repository location: https://svn01.wal-

mart.com/svn/repos/ecomm_fulfillment_external/remedy-api/trunk

How to use Remedy -API Framework

It is a very straight forward and easy to use. Please follow the below steps.

 Put the API dependency in the POM

 Make a call from the respective component the following method

CreateRequestResponse response = RemedyTicketHelper .createTicket(String

objectName,RemedyModifiers modifier,RemedySeverity severity,String message,Map<String,String>
addtionalInfoMap,boolean isRemedyTktRequired)

4 GIF Event Framework Utility | Wal-Mart Stores, Inc.

Add the following entries in the logback.xml,

<!-- Rolling File Appender for Remedy Ticket generation -->

<appender name="ROLLING-FILE-APPENDER-${app.remedyTicket.name}"
class="ch.qos.logback.core.rolling.RollingFileAppender">
<file>${remedy.log.path}/${app.remedyTicket.name}.log</file>
<rollingPolicy
class="ch.qos.logback.core.rolling.FixedWindowRollingPolicy">
<fileNamePattern>${remedy. log.path}/${app.remedyTicket.name}$
{rolling.file.pattern}</fileNamePattern>
<minIndex>${min.index}</minIndex>
<maxIndex>${max.index}</maxIndex>
</rollingPolicy>
<triggeringPolicy
class="ch.qos.logback.core.rolling.SizeBasedTriggeringPolicy">
<maxFileSize>${max.file.size}</maxFileSize>
</triggeringPolicy>
<encoder>
<pattern>${remedyTicket.encoder.pattern}</pattern>
</encoder>
</appender>

<logger name="RemedyTicketInfoLogger">
<level value="${LOG_LEVEL}" />
<appender-ref ref="ROLLING-FILE-APPENDER-${app.remedyTicket.name}"/>
</logger>

Add the following entries in the LogConfig.properties,

app.remedyTicket.name=remedyTicket_<<APP_NAME>>_${TC_INSTANCE}
remedy.log.path=${ECOMM_HOME}/logs/remedylogs
remedyTicket.encoder.pattern=%d |%m %n

Input Parameters
RemedyExceptionManager Exception has to be created with the following variables, which are
compulsory on ticket creating process.

PARAMETERS DATA TYPE DEFINITION

ObjectName – This is the name of the component and BMC Remedy template is
registered for this component under this name. Per component this value will be same.
For GIF project components who are wishing to consume the API there is a pre defined
Object Name STRING
format for defining the object name.It should be only 20 char long
{ProjectName}_{HO/NODE}_{Component name}
I.e. FULFILLMENT_HO_PICKING_MANAGER
Modifier ENUM This is the error/incident creating scenario. Again this is a predefined and can be
component specific. BMC remedy identifies what kind of ticket to be created by a
composite key of the combination of objectname and the modifier. For GIF project
components who are wishing to consume the API there is a pre defined format for

5 GIF Event Framework Utility | Wal-Mart Stores, Inc.

 defining the modifier.
{describing word1}_{ describing word2}_{ describing word2}.It should be only 30 char
long
It is advisable to use lesser words. If you can do it in two words it would be ideal.
i.e. EXTERNAL_SERVICE_FAILURE
ENUM What is the severity of the error. Following are the severity options that the consuming
component has to use.
0 Problem is 'OK' now. Clear the event (and close the ticket).
3 Problem may be affecting usability of the system or application being
Severity monitored in some regard. The system or application retains some functionality;
However, action should be taken fairly quickly to avoid further complication.
4 Problem is affecting functionality of the system or application to such a
degree that it is may be visible to users and, if not corrected quickly, could mean total
loss of functionality.
Additional Info Map Map<String,String> Key Value pairs containing additional info which can be added as part error message
True –Remedy Info to be logged.
isRemedyRequired Boolean
False- Remedy Info will not be logged

When this API needed to be consumed the consumer has to provide the above three values and fill out
some documentation so that the BMC Remedy template can be registered in the BMC. Once it is been
registered these string values has to be passed in the request.

Interpreting the Response

public class CreateTicketResponse {

private int code;

private String message;
:
:
:
}
Response will consist of a code (error/success) and a message.

CODE MESSAGE
REM-0 LOGGED SUCCESFULLY INTO REMEDY LOGGER
REM-1 FAILURE LOGGING INTO REMEDY LOGGER
REM-2 REMEDY TICKET IS NOT LOGGED

In case Object Name(Component’s name) and Modifier is sent as null in the createTicket request,
“RemedyTicketValidationException” is thrown.

How to validate
Unfortunately validation in the Test/Dev environment doesn’t have a good toolset. Once you made a
successful call via Remedy API and if you got success response you can validate by looking in to the
remedy ticket log for the calling component. The Log contains the remedy information in the following
format.
6 GIF Event Framework Utility | Wal-Mart Stores, Inc.
2015-05-17 14:28:36,083|FULFILLMENT-HO-ORDER-ENHANCER|APPLICATION-FAILURE|0|
org.codehaus.jettison.json.JSONException: A JSONObject text must begin with '{' at character 1 of test

Registering BMC Remedy Templates

High level, Remedy Templates are like the agreement between the consumer and remedy. To register a
template the consumer has to come up with a name for itself which called as Object Name, Modifier
which is one word description for the incident creation scenarios(see the above section) and some other
configuration values as described in the bellow Documents. These documents are required for the
Change Controls, which are creating these Remedy Templates in the production BMC System.

Run Book.
Have to fill individual Run book form for every single template.

Run Book document is available to download at

https://teamforge.wal-mart.com/sf/go/doc72830?nav=1

Have a sample filled out run book is available at

https://teamforge.wal-mart.com/sf/go/doc72831?nav=1

Once the Run Book is completed please be mindful on the convention of naming the file. It should be
{Object name} {modifier name}. doc or docx. Follow the example document.

Event Incident Template.

This is the document which have all the details in individual Run Books, put together. Required one such
document per Change Control.

Template available to download at

https://teamforge.wal-mart.com/sf/go/doc72833?nav=1

Have a sample document available at

https://teamforge.wal-mart.com/sf/go/doc72837?nav=1

Tips for filling some information in above documents.

1. Please review the following wiki page for additional information:

https://engage.wal-mart.com/Sites/ITSM/rem7admin/R7AWiki/Auto%20Event%20Incident
%20Templates.aspx

2. Service and CI may be left blank.

3. For deciding the proper Impact and Urgency – which are used to determine the Priority, please
review the following links:
7 GIF Event Framework Utility | Wal-Mart Stores, Inc.
 Store Priority Charts                          
https://engage.wal-mart.com/Sites/ITSM/Wiki/StorePriority.aspx
 
Corporate Wide Priority Charts
https://engage.wal-mart.com/Sites/ITSM/Wiki/CorpPriority.aspx

4. For explanation on (and to add new) Op Cats - https://engage.wal-

mart.com/Sites/ITSM/CMS/Wiki/Operational%20Category%20Wiki.aspx

You can go the BMC remedy(https://bsm.wal-

mart.com/arsys/forms/bsmapps/AR+System+Customizable+Home+Page/Default+Administrator+View/?
cacheid=aeb363e4) and go to open a new incident ticket.

Then under the categorization tab you will see the possible values for Operations and Product category values. You
will have to select a matching combination from those selections. If you don’t find a matching combination we will
have to work with the corresponding teams to get them added.

8 GIF Event Framework Utility | Wal-Mart Stores, Inc.

 5. For explanation on (and to add new) Prod Cats - https://bsm.wal-
mart.com/arsys/plugins/SRMSServiceRequestBrowser/params?
server=bsmapps&name=&height=516&width=828&rtl=ltr&fieldid=302899400&windowID=0&action=provide-
information&root-id=&show=&start-index=&chunk-size=&sort=&search=&search-favorites=&e=&u=c1pratt&user-
mode=NORMAL&srdid=SR223034474600UgvxXwIQMUkASegA&srid=&from=&ct=No&lsr=No&cdb=Browse
%20Subcategories&scs=1&searchfor=add%20product
6. Does “Assigned Group” is the group to whom the created tickets going to get assigned?
Yes.
7. Then will have to create a Change Control to get them implemented.
CRQ template: Event Incident Template Request
Sample CRQ : CRQ000000680365

We can work with consumers to figure out these values and CRQ process.

9 GIF Event Framework Utility | Wal-Mart Stores, Inc.

Acknowledgement

Area Person Role Signature Date

10 GIF Event Framework Utility | Wal-Mart Stores, Inc.