BMC Remedyforce

This article provides you with the installation and configuration details you need to integrate xMatters with Remedyforce on the force.com platform.

These instructions cover the following topics: 

How it works

The integration is written primarily in Salesforce's Apex programming language, is built off of the BMC Incident records, and fires when they are created or updated. A configuration page contains the group and individual endpoints, as well as authentication information. It also contains the list of incident fields to include in the payload.

Event injection endpoints, user response handling, event status, and delivery updates are implemented using xMatters Integration Builder.

This version of the integration is closed-loop. It adds notes to the incident detailing event status changes, notifications delivery updates (if Enable Delivery Updates flag is set), and user responses. It also updates the ownership of the incident upon 'Assign to me' user response.

Features and updates in this version

This version of the integration (version 2.6) includes a number of enhancements to the installation process. It also included the features and updates from previous versions, including:

During the "Assign to me" flow, the integration updates the Remedyforce-specific "Staff" field, instead of the record's owner.

Added new instructions and explanation for adding an integration-specific user in Remedyforce (see Configure Remedyforce, below).

Before you begin

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

  • Download the workflow
  • Set up xMatters as a connected app in Remedyforce
  • Create a user for xMatters in Remedyforce

Configure xMatters

Before configuring anything else in Remedyforce, you need to configure xMatters.

  • Set up an integration user
  • Create users and groups to receive notifications
  • Import the workflow
  • Configure the endpoints
  • Copy the inbound integration URLs

Configure the Remedyforce integration

Now that you've configured xMatters, it's time to configure the rest of the integration. Here's what you'll need to do: 

  • Install the package
  • Configure Remedyforce

Test the integration

You can test the integration by sending a notification email from within Remedyforce.

To test the integration:

  1. On your Remedyforce homepage, from the application selector in the upper right corner, select the BMC Remedyforce application.
  2. On the Remedyforce Console tab, click New.
  3. On the New Incident page, enter the appropriate information.
  4. At the bottom of the page, under Assignment Details, enter the name of the queue (group) or staff (user) you want to assign the incident to. You can also click the Search icon to see a list of available groups and users.

  5. Click Save to commit the changes.

You can view the requested notification from xMatters in the Notes & Attachments section on the Record Details tab. If you don't see this section, you can add it to your Record Details.

Troubleshooting

The Developer Console shows activity in the environment. In the screenshot below, you'll see a field included in the payload. However, that field is not yet added to the engine or the layout of the forms.

  • The "/apex/bmcservicedesk__ConsoleIncidentDetail" operation shows the incident being saved and should show the call to the xMattersTrigger code.
  • The "FutureHandler" makes all the HTTP requests to xMatters.

Advanced Setup

Adding Notes & Attachments to your Record Details in Remedyforce

If you don't see the Notes & Attachments section in your Record Details, you can add it.

To add the Notes & Attachments section:

  1. At the top-right, click Setup.
  2. In menus on the left, expand Build > Create and click Objects.
  3. Select Incident from the list of Custom Objects.
  4. In the Page Layouts section, next to "Remedyforce Incident Console" click Edit .
  5. Select Related Lists, then drag and drop Notes & Attachments to where you want it to appear in your Record Details (for example, above the Action History section).

  6. Click Save.

Download Resources

Download the workflow