BMC Remedy ITSM

Flow Designer has built-in steps to help you integrate BMC Remedy ITSM into your event management and incident response flows.

The following steps are available:

  • Create Incident: automatically create a new incident in Remedy, populating it with information from the event or any previous steps in the flow.
  • Update Incident: automatically update an incident record as information changes.
  • Add Note: automatically add a note to an incident, either as an internal comment or as a public comment visible to the customer, adding information from the trigger and previous steps in the flow.

In the example above, the flow creates a Remedy ITSM incident when the recipient selects the "Create Major Incident" response in a notification, and adds details about the issue from the source system to the incident record. Next, it creates a Jira Cloud issue with additional information from the Remedy incident and creates a Statuspage to let people know the issue is being worked on. Finally, it adds a comment to the Remedy incident with the Jira Issue ID and the Statuspage incident ID and shortlink.

Create Incident

Use the Create Incident step to automatically create a new incident in Remedy. Map outputs from previous steps to the inputs; at runtime, the values in the inputs are used to fill in the incident record.

Update Incident

Use the Update Incident step to automatically update an existing Remedy incident. Map outputs from previous steps to the inputs; at runtime, the values in the inputs are used to fill in the incident record.

Add Note

Use the Add Note step to automatically add a comment to an existing Remedy incident. Map outputs from previous steps to the inputs; at runtime, the values in the inputs are used to determine the incident to add the note to, and the content of the note.

Setting status and assigning incidents using step inputs

The Remedy API has specific requirements when setting the status and assigning an incident.