BMC Remedy ITSM
App Vendor: Remedy Corporation
App Category: Case/Ticket Management
Connector Version: 1.0.0
API Version: 1.0.0
About App
The BMC Remedy ITSM app allows you to take control of your service tickets in BMC ITSM.
The BMC Remedy ITSM app is configured with the Orchestrate application to perform the following actions:
Action Name | Description |
|---|---|
Get Incident Details | This action retrieves information about an incident. |
Search Incidents | This action searches for incidents matching the query text. |
Update Incident | This action updates an incident. |
Create Incident | This action creates an incident. |
Configuration Parameters
The following configuration parameters are required for the BMC Remedy ITSM app to communicate with the BMC Remedy ITSM enterprise application. The parameters can be configured by creating instances in the app.
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Base URL | Enter the base URL for your instance including the port. Example: https://remedy.domain.tld:1433 | Text | Required | |
Username | Enter the username to connect to BMC ITSM. Example: "admin-user" | Text | Required | |
Password | Enter the password used to connect to BMC ITSM. | Password | Required | |
SSL Verify | Enter the preference to either verify or skip the SSL verification. Example: yes | Boolean | Optional |
Action: Get Incident Details
This action retrieves information about an incident.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Incident ID | Enter the incident ID to retrieve the incident details. Example: " INC000000000012" | Text | Required |
Example Request
[
{
"incident_id": "INC000000000012"
}
]Action: Search Incidents
This action searches for incidents matching the query text.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Query text | Enter the search query to search for incidents. Example: "Submitter=Allen" | Text | Required |
Example Request
[
{
"query_text":{
"submitter":"Allen"
}
}
]Action: Update Incident
This action updates an incident.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Incident ID | Enter the incident to update. Example: "INC000000000012" | Text | Required | |
Incident Object | Enter the incident object. Example: $JSON[{"status": "closed"}] | Any | Required | You can retrieve this using the Get Incident Details action. |
Example Request
[
{
"incident_id":"INC00000000001",
"incident_object":{
"status":"closed"
}
}
]Action: Create Incident
This action creates an incident.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
First Name | Enter the first name of the person creating the incident. Example: "john" | Text | Required | |
Last Name | Enter the last name of the person creating the incident. Example: "doe" | Text | Required | |
Service Type | Enter the type of service requested for the incident. Example: "user service restoration" | Text | Required | |
Login ID | Enter the login ID of the person related to this incident. | Text | Required | |
Reported Source | Enter the source of the incident. Example: "direct input" | Text | Required | |
Status | Enter the status of the incident. Example: "assigned" | Text | Required | |
Impact | Enter the impact of the incident. Example: "1-extensive/widespread" | Text | Required | |
Urgency | Enter the urgency of the incident. Example: "critical" | Text | Required | |
Description | Enter the description of the incident. Example: "Recording incident for user service restoration" | Text | Required |
Example Request
[
{
"first_name": "john",
"last_name": "doe",
"service_type": "user service restoration",
"reported_source": "direct input",
"status": "assigned",
"impact": "1-extensive/widespread",
"urgency": "critical",
"description": "Recording incident for user service restoration"
}
]