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Cyware Orchestrate

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"
    }
]