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BMC Remedy 9 - ITSM - Incident

Notify on-call response teams when critical incidents are reported in Remedy. With the xMatters & BMC Remedy ITSM 9.1 integration, the on-call members of resolver teams can be automatically notified via multiple communication channels.

Information about the incident or change request will be presented to the message recipients and direct actions can be made in real-time which can update the assignee or status of the ticket. As actions are taken, xMatters will update the tickets with informational annotations providing a full audit trail.

This is an experimental integration as our workshop engineers in the great white north have not validated it works for Remedy 9. It has been field tested however, and it should work. If any issues are encountered, open an issue here and we'll get it looked at.

Note This integration has been superseded by this integration. The new one uses the REST API, but note that the Data Sync has not been ported over yet. If data sync is needed, use this one.

Pre-Requisites

  • BMC Remedy ITSM version 8.1 - 9.1 On Premise
  • xMatters account - If you don't have one, get one!
  • xMatters Integration Agent 5.8.1 - Downloads and install docs are here

Files

How it works

  1. BMC Remedy triggers one of the xMatters filters provided as part of the integration.
  2. The filter sends a SOAP web service request to the integration service.
  3. The integration service processes the request, using web services exposed by BMC Remedy to obtain information about the incident that has been updated. l This information is used to construct a message that is sent to xMatters via the xMatters REST API.
  4. In the case of an incident update, xMatters notifies the appropriate recipients, and passes the recipient responses back to the Integration Agent.
  5. The Integration Agent passes the response to the integration service, which updates the incident in BMC Remedy via web service requests.

Installation

For the rest of the details, see the xM-BMC-Remedy_Incident_Management_5_1_2.pdf document.

Note

  • The friendly people at xMatters support will need to perform the steps in this document.
  • The attached PDF is a bit out of date, and the method for installing the data load components (2.1.4) and integration services (2.1.5) has changed. Instead of the instructions listed, copy the contents of the extracted \components\integration-agent\ folder from the attached archive into the <IAHOME>\components\integration-agent\ folder in your local system. Then continue setting the variables in the configuration.js files as described in the PDF. After you’re done that, go to Developer > Event Domains in xMatters, and click on the applications Event Domain. At the bottom, click Add New beside Integration Services. Enter the integration name (bmcremedyincident-5-1-2) and then click Save. Repeat to add another Event Domain if you’re using the data load component (using the name bmcremedydataload-5-1-2).