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.
Adding Remedy ITSM steps to your flow
- To add a Remedy step to your flow, go to the Apps panel in the palette, expand the Remedy ITSM steps and drag the step onto the canvas.
- Connect the step to the previous step in the flow. This lets you access the alert properties and outputs of previous steps when configuring the inputs.
- Double-click the step to edit it, and use the Setup tab to configure the inputs. You can use plain text, input variables, or a combination of both. See the sections below for detailed information on the inputs for each step, including which ones are required. Some things to keep in mind:
- Certain values must exactly match an option configured in Remedy, and the Remedy API is case-sensitve: "Phone" and "phone" are different values. Your Remedy configuration might also be customized to allow different options besides those listed below.
- It's recommended that you set up your assignment routing rules in Remedy before using these steps in your flow. This makes sure incidents can be assigned even if you don't specify the assignment information in the step.
- On the Run Location tab, set where you want the step to run: on the cloud or on an xMatters Agent installed behind your firewall.
- On the Endpoint tab, configure the step to point to a Remedy instance.
- You can select a pre-existing endpoint that uses the Remedy Token authentication type or create a new endpoint. If you create a new endpoint, set the authentication type to Remedy Token, the Base URL to your Remedy instance, and enter the credentials of a user you normally do not assign incidents to.
- To create incidents, the authenticating user configured in the endpoint must be a Support Staff member with 'Incident Master', 'Incident User' or 'Incident Submitter' permissions.
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.
Create Incident inputs and outputs
Inputs
Inputs with an asterisk* are required. The values of certain fields must match the values configured in Remedy, including letter case (for example, Phone versus phone); if the value passed through at runtime does not match, Remedy will return an error.
|
Label API mapping |
Description |
|---|---|
|
Customer Login ID* Login_ID |
The ID of the person or organization reporting the issue (for example, bsmith). |
|
Summary* Description |
A brief description of the incident. This becomes the title of the incident. |
|
Impact* Impact |
Level of impact on the customer. Remedy uses the values of "Impact" and "Urgency" to automatically set the priority of the incident. Valid values are:
Your Remedy instance might be configured to use different values. |
|
Urgency* Urgency |
Urgency to address the issue. Remedy uses the values of "Impact" and "Urgency" to automatically set the priority of the incident. Valid values are:
Your Remedy instance might be configured to use different values. |
|
Incident Type* Incident_Type |
Type of incident to report. Valid values are:
Your Remedy instance might be configured to use different values. |
|
Reported Source* Reported Source |
Source of the incident report. Valid values are:
Your Remedy instance might be configured to use different values. |
|
Status* Status |
Status to assign to the incident. Valid values are:
To set the status to "Pending" or "Resolved", you need to provide a value for "Status Reason" and "Resolution Note". To set the status to "Closed" or "Cancelled", you need to provide a value for "Status Reason". |
|
Status Reason Status_Reason |
The reason for the status. You must provide a reason if setting "Status" to Pending, Resolved, Closed, or Cancelled. Valid values vary depending on the "Status" value; see the BMC Remedy documentation for more information. |
|
Resolution Note Resolution_Note |
Information regarding the incident resolution. This field is required if setting "Status" to Resolved or Closed. |
|
Description Description |
Detailed description of the incident, added to the Notes or Description field of the incident, depending on your system. |
|
Assigned Support Company Assigned Company |
Full name of the company to assign to the incident. See Assigning incidents using step inputs for details on how the assignment parameters work together. |
|
Assigned Support Organization Assigned Support Organization |
Full name of the support organization to assign to the incident. See Assigning incidents using step inputs for details on how the assignment parameters work together. |
|
Assigned Group Assigned Group |
Full name of the group to assign to the incident. See Assigning incidents using step inputs for details on how the assignment parameters work together. |
|
Assignee Assignee |
Full name of the user to assign to the incident (for example, Betty Smith). See Assigning incidents using step inputs for details on how the assignment parameters work together. If you are trying to assign the incident to the user, "Status" must be set to Pending or Resolved. |
Outputs
These outputs are available as inputs to steps further along the flow.
|
Label API mapping |
Description |
|---|---|
|
Incident Number Incident_Number |
Unique ID of the incident in BMC Remedy. |
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.
Update Incident inputs and outputs
Inputs
Inputs with an asterisk* are required. The values of certain fields must match the values configured in Remedy, including letter case (for example, Phone versus phone); if the value passed through at runtime does not match, Remedy will return an error.
|
Label API mapping |
Description |
|---|---|
|
Incident Number* Incident Number |
The number of the incident you want to update with this step. You can use the "Incident Number" output from the Create Incident step. |
|
First Name First Name |
The first name of the customer impacted by the issue. |
|
Last Name Last Name |
Last name of the customer impacted by the issue. |
|
Summary Description |
A brief description of the incident. This updates the title of the incident. |
|
Impact Impact |
Level of impact on the customer. Remedy uses the values of "Impact" and "Urgency" to automatically set the priority of the incident. Valid values are:
Your Remedy instance might be configured to use different values. |
|
Urgency Urgency |
Urgency to address the issue. Remedy uses the values of "Impact" and "Urgency" to automatically set the priority of the incident. Valid values are:
Your Remedy instance might be configured to use different values. |
|
Incident Type Incident_Type |
Type of incident to report. Valid values are:
Your Remedy instance might be configured to use different values. |
|
Reported Source Reported Source |
Source of the incident report. Valid values are:
Your Remedy instance might be configured to use different values. |
|
Status Status |
Status to assign to the incident. Valid values are:
To set the status to "Pending" or "Resolved", you need to provide a value for "Status Reason" and "Resolution Note". To set the status to "Closed" or "Cancelled", you need to provide a value for "Status Reason". |
|
Status Reason Status_Reason |
The reason for the status. You must provide a reason if setting "Status" to Pending, Resolved, Closed, or Cancelled. Valid values vary depending on the "Status" value; see the BMC Remedy documentation for more information. |
|
Resolution Note Resolution_Note |
Information regarding the incident resolution. This field is required if setting "Status" to Resolved or Closed. |
|
Notes/Description Description |
Detailed description of the incident, added to the Notes or Description field of the incident, depending on your system. |
|
Assigned Support Company Assigned Company |
Full name of the company to assign to the incident. See Assigning incidents using step inputs for details on how the assignment parameters work together. |
|
Assigned Support Organization Assigned Support Organization |
Full name of the support organization to assign to the incident. See Assigning incidents using step inputs for details on how the assignment parameters work together. |
|
Assigned Group Assigned Group |
Full name of the group to assign to the incident. See Assigning incidents using step inputs for details on how the assignment parameters work together. |
|
Assigned Group ID Assigned Group ID |
ID of the group to assign to the incident. See Assigning incidents using step inputs for details on how the assignment parameters work together. |
|
Assignee Assignee |
Full name of the user to assign to the incident (for example, Betty Smith). See Assigning incidents using step inputs for details on how the assignment parameters work together. If you are trying to assign the incident to the user, "Status" must be set to Pending or Resolved. |
|
Assignee Login ID Assignee Login ID |
Login ID of the assignee. See Assigning incidents using step inputs for details on how the assignment parameters work together. |
Outputs
This step has no outputs.
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.
Add Note inputs and outputs
Inputs
Inputs with an asterisk* are required. The values of certain fields must match the values configured in Remedy, including letter case (for example, Phone versus phone); if the value passed through at runtime does not match, Remedy will return an error.
|
Label API mapping |
Description |
|---|---|
|
Incident Number* Incident Number |
The ID of the incident you want to update with this step. You can use the "Incident Number" output from the Create Incident step. |
|
Note* z1D_WorklogDetails |
The content of the note to add. |
|
Work Info Type z1D_Activity_Type |
The type of note to add (for example, general information). This value is case-sensitive, and the types of notes available will vary depending on your Remedy configuration. If Remedy does not recognized the value submitted, it will default to the first value in the list of activity types configured for your Remedy instance. |
|
View Access z1D_View_Access |
Sets whether the note is internal ("internal") or can be viewed by the customer ("public"). The step configuration defaults to "internal"; however, if you leave the field blank, your Remedy instance uses its default value. |
|
Locked z1D_Secure_Log |
Sets whether the note can be modified after it is added ("yes") or not ("no"). The step configuration defaults to "no"; however, if you leave the field blank, your Remedy instance uses its default value . |
Outputs
This step has no outputs.
Setting status and assigning incidents using step inputs
The Remedy API has specific requirements when setting the status and assigning an incident.
Setting the status and assigned the incident
The assignment fields — "Assigned Support Organization", "Assigned Company", "Assigned Group", "Assigned Group", "Assignee", and "Assignee Login ID" — must be set according to these requirements from Remedy:
- If you leave these fields blank, the incident is automatically assigned based on the assignment routing rules you have defined in Remedy. This is why we recommend you set up assignment routing rules when using these steps.
- To assign the incident to a group, you must set values for Assigned Support Company, Assigned Support Organization, Assigned Group (you can set one or more of these inputs to "null"). Leave "Assignee" blank. For the Update Incident step, you also need to set "Assigned Group ID" to assign the incident to a different group.
- To assign the incident to a specific person, you must set "Assignee" in addition to the fields mentioned above (though you can set those inputs to "null"). For the Update Incident step, you also need to set "Assignee Login ID" to assign the incident to a different user.