BMC Remedy Change Management

This article provides you with the installation and configuration details you need to integrate xMatters with BMC Remedy Change Management.

This integration uses a workflow within xMatters to become the voice and interface of an automation engine. When BMC Remedy detects change requests that require approval or notification, xMatters places phone calls, send emails, or notifies your mobile app.

Integration Version

This version of the integration (5.0) is compatible with BMC Remedy 9.1 Change Management and above, and is designed specifically for xMatters.

These instructions cover the following topics: 

How it works

The change management integration service runs in the Integration Agent and handles alerts and responses associated with change requests in BMC Remedy Change Management and approval requests in BMC Remedy Approval Server.

After BMC Remedy Change Management triggers one of the xMatters filters available as part of this integration, the filter pushes data to a backing form, which sends the request to xMatters via the Integration Agent. xMatters notifies the correct recipients, and then sends response information back to BMC Remedy, allowing users to approve, reject, hold or view the change request from their device.

Features and updates in this version

This version of the integration includes several updates and enhancements:

The integration now targets the inbound integrations included in the workflow rather than the form itself. This provides access to all of the enhancements and options available in the Integration Builder, including the Activity Stream, transformation scripts, and authentication options.

Before you begin

Before you get started configuring the integration, there are a couple of things you can do ahead of time to make it easier:

  • Download the integration archive
  • Enable and configure REST API in BMC Remedy

Configure xMatters

The first step in configuring this integration is to set up the components on the xMatters side.

Configure the xMatters Integration Agent

Now that you've configured xMatters, it's time to configure the Integration Agent.

The installation instructions below assume you already have a working xMatters Integration Agent. If this is a new installation and you have not yet deployed the Integration Agent, follow this link to download, deploy and configure it: Integration Agent for xMatters 5.x & xMatters

Note: As usual for our Integration Agent documentation, <IAHOME> refers to the installation folder of the Integration Agent on your system.

Configure BMC Remedy

To configure BMC Remedy to integrate with xMatters, you need to:

  • Import workflow definitions into BMC Remedy
  • Add an xMatters user to BMC Remedy

Your integration is now ready to go.

How to use the integration

When the integration is configured, BMC Remedy automatically sends information about any approval request it detects to xMatters via the Integration Agent.

Trigger a notification

To test the incident notification portion of the integration, create a new change request in BMC Remedy that targets a user with a device that you can access (so you can respond to the notification when it arrives) and who exists in both BMC Remedy and xMatters.

The targeted user receives a notification from xMatters.

Respond to a notification

On a device with the xMatters mobile app, you can respond to the message simply by tapping Respond, and then tapping one of the response choices:

Other devices use similar methods.

View response results

After you respond to the notification, you can see how the integration automatically updates the event information with the response details in BMC Remedy Change Management.

For approval requests, the notification and response results are recorded on the Work Detail tab of the associated change request:

Extend and optimize your integration

You can use the following tips to customize your integration to better suit your deployment.

  • Change the statuses that trigger notifications to be sent.
  • Send change alerts in addition to approval requests.
  • Disable delivery annotation.
  • Disable alternate approver lookup.
  • Modify the filters in the definition files using BMC Developer Studio.

Change the statuses that send notifications to Change Managers and Change Coordinators

By default, the integration sends notifications to the Change Manager and Change Coordinator when the approval status of a change request is updated.

xMatters sends notifications for these approval statuses: Cancelled, Closed, Completed, Draft, Implementation In Progress, Pending, Planning In Progress, Rejected, Request For Authorization, Request For Change, Scheduled, Scheduled For Approval, and Scheduled For Review. You can change this functionality, depending on your needs.

To change the statuses that send notifications:

  1. Open the <IAHOME>\integrationservices\applications\bmcremedychange50\configuration.js file and change the values for the following variables to the values you want to trigger these notifications:
  2. Save and close the file.
  3. Restart the Integration Agent.

To send a notification to all managers and coordinators, regardless of the approval status, set the value for these parameters to null.

Send notifications of change alerts

By default, xMatters only sends notifications for approval requests. You can also configure the integration to send notifications for changes in the status of a change request.

To enable notifications for change alerts:

  1. Open the <IAHOME>\integrationservices\applications\bmcremedychange50\configuration.js file.
  2. Set the value of the SEND_ACTIVE_APPROVAL_ONLY variable to false.
  3. Save and close the file.
  4. Restart the Integration Agent.

Disable delivery annotation

This integration extensively annotates the originating BMC Remedy change request, but you can disable this behavior if needed for your environment (for example, if there is a large group of approvers).

To disable delivery annotation:

  1. Open the <IAHOME>\integrationservices\applications\bmcremedychange50\configuration.js file.
  2. Set the value of the ANNOTATE_DELIVERY variable to false.
  3. Save and close the file.
  4. Restart the Integration Agent.

Disable alternate approver lookup

BMC Remedy Change Management lets you set up an alternate approver. By default, xMatters will notify the alternate approver, but you can disable this.

To disable alternate approver lookup:

  1. Open the <IAHOME>\integrationservices\applications\bmcremedychange50\configuration.js file.
  2. Set the value of the ALTERNATE_APPROVERS_LOOKUP variable to false.
  3. Save and close the file.
  4. Restart theIntegration Agent.

Modify the workflow definition filters

This integration uses filters defined in the workflow definition (.def) files provided in the integration package. You can use BMC Developer Studio to modify those filters to better suite your environment. See the BMC Remedy documentation for details.

Download resources

Get the workflow

Get the .tar file