In order that ActiveControl can make use of the Out-Of-The-Box (OOTB) Remedy Web Service for creating Change Work Detail entries, a named account will need to be created in order to allow connection to the designated Remedy application server that is hosting the Web Service interface.

Using a specific account obviates the need for the use of a nominated account to be configured in the Remedy Mid-tier to handle anonymous Web Service invocation.

Using a specific account to allow ActiveControl to consume a Remedy Web Service is recommended for the following reasons:

  • The use of an anonymous Web Service call may run counter to the customer’s application security policy
  • A specific account increases the auditability of Web Service invocation and traceability of processing during any debugging activity.

The default account used to allow ActiveControl to consume Remedy Web Services is btiwebservice. If the customer wishes to use another account to comply with security or corporate naming standards, then this would not be an issue, but it would require modification to the ActiveControl code that consumes the Remedy Web Service as this has been built to use the btiwebservice account.
The account must be set up via a profile in the CTM:People form in order to correctly allocate the desired licenses and application permissions. OOTB, the account only requires permissions to the Change Management application. In order that it can guarantee application access, the account must be allocated a fixed AR user license unless the customer operates a sufficient floating license ratio.

Furthermore, it is recommended that the btiwebservice account uses Master permissions for the ITSM modules in which it will be creating entries. This will avoid any application workflow exceptions that might block such entries being created. However, the allocation of a floating application license for the module in question would be sufficient.

If the customer has made modifications to Change Management application that have altered the behaviour of Change Master rights in terms of business rules, then these will need to be taken into consideration when creating the account.

In order for the account profile to be created, it will need to be associated with a company defined in the customer’s Remedy application. The appropriate company will need to be decided via agreement with the customer.

The following screenshots outline the field values for the btiwebservice account when set up against the Calbro Services OOTB ITSM application sample company that is created during Remedy installation.

Figure 1: The General tab on CTM:People for the btiwebservice integration account

Figure 2: The Login/Account tab on CTM:People for the btiwebservice integration account


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