BMC Remedy

This connector allows you to perform update, create, and get operations on incidents. Please note that this connector only utilizes the Remedy REST API, and for endpoints that require services provided by the SOAP API, you will need to install the generic SOAP connector, which is available for download from the Turbine Marketplace.

The BMC Remedy connector provides a seamless connection between Turbine and BMC Remedy, enabling you to manage incidents efficiently. This connector allows you to update, create, and retrieve incident information from BMC Remedy, streamlining your incident management processes.

Prerequisites

Before setting up the connector, ensure that you have the following:

Host: The host address of your BMC Remedy instance.

Username: The username associated with your BMC Remedy account.

Password: The password for your BMC Remedy account.

Additionally, make sure you have the necessary permissions and configuration in BMC Remedy to allow API access.

Capabilities

This connector provides the following capabilities:

Update Incident: Update the details of an existing incident in BMC Remedy.

Fetch Incidents: Fetches the incidents from BMC Remedy.

Create Incident: Create a new incident in BMC Remedy.

Get Incident: Retrieve the details of an incident from BMC Remedy.

Create Work Order

Update Work Order

Fetch Work Orders

Get Work Order

Limitations

Please be aware of the following limitations when using this connector:

Certain features or functionality may not be supported in older or unsupported versions of BMC Remedy.

Asset Setup

To set up the asset for the BMC Remedy connector, follow these steps in Turbine:

Go to the Assets section in Turbine.

Click on "Create New Asset" to add a new asset.

Enter the following details:

Host: The host address of your BMC Remedy instance.

Username: Your BMC Remedy account username.

Password: Your BMC Remedy account password.

Save the asset configuration.

Configurations

HTTP Basic Authentication

Authenticates using username and password.

Configuration Parameters

Parameter	Description	Type	Required
url	A URL to the target host.	string	Required
username	Username	string	Required
password	Password	string	Required
verify_ssl	Verify SSL certificate	boolean	Optional
http_proxy	A proxy to route requests through.	string	Optional

Actions

Create Incident

Creates an incident

Endpoint

URL: /api/arsys/v1/entry/HPD:IncidentInterface_Create

Method: POST

Input

Argument Name	Type	Required	Description
parameters.fields	string	Optional	Parameters for the Create Incident action
values	object	Optional	Value for the parameter
values.First_Name	string	Optional	Name of the resource
values.Last_Name	string	Optional	Name of the resource
values.TemplateID	string	Optional	Unique identifier
values.Description	string	Optional	Value for the parameter
values.Detailed_Decription	string	Optional	Value for the parameter
values.Company	string	Optional	Value for the parameter
values.Urgency	string	Optional	Value for the parameter
values.Impact	string	Optional	Value for the parameter
values.Status	string	Optional	Status value
values.Reported Source	string	Optional	Value for the parameter
values.Service_Type	string	Optional	Type of the resource
values.Assigned Support Organization	string	Optional	Value for the parameter
values.Assigned Group	string	Optional	Value for the parameter
values.Assignee	string	Optional	Value for the parameter
values.Assignee Login ID	string	Optional	Unique identifier
values.Assigned Support Company	string	Optional	Value for the parameter
values.Site Group	string	Optional	Value for the parameter
values.Region	string	Optional	Value for the parameter
values.Site	string	Optional	Value for the parameter
values.Status_Reason	string	Optional	Status value
values.Resolution	string	Optional	Value for the parameter
values.z1D_Action	string	Optional	Value for the parameter

Input Example

{"parameters":{"fields":"values(Incident_Entry_ID,Incident Number,Create Date)"},"json_body":{"values":{"First_Name":"first_name","Last_Name":"last_name","TemplateID":"template_instance_id","Description":"summary","Detailed_Decription":"details","Company":"company","Urgency":"urgency","Impact":"impact","Status":"status","Reported Source":"reported_source","Service_Type":"service_type","Assigned Support Organization":"assigned_support_organization","Assigned Group":"assigned_support_group_name","Assignee":"assignee","Assignee Login ID":"assignee_login_id","Assigned Support Company":"assigned_support_company","Site Group":"site_group","Region":"region","Site":"site","Status_Reason":"reason","Resolution":"resolution","z1D_Action":"CREATE"}}}

Output

Parameter	Type	Description
status_code	number	HTTP status code of the response
reason	string	Response reason phrase

Output Example

{}

Create Work Order

Create work order request.

Endpoint

URL: /api/arsys/v1/entry/WOI:WorkOrderInterface_Create

Method: POST

Input

Argument Name	Type	Required	Description
parameters.fields	string	Optional	Parameters for the Create Work Order action
values	object	Optional	Value for the parameter
values.TemplateID	string	Optional	Unique identifier
values.Customer First Name	string	Optional	Name of the resource
values.Customer Last Name	string	Optional	Name of the resource
values.Summary	string	Optional	Value for the parameter
values.WO Type Field 01	string	Optional	Type of the resource
values.Reported Source	string	Optional	Value for the parameter
values.Status	string	Optional	Status value
values.Priority	string	Optional	Value for the parameter
values.Service_Type	string	Optional	Type of the resource
values.Impact	string	Optional	Value for the parameter
values.Urgency	string	Optional	Value for the parameter
values.z1D_Action	string	Required	Value for the parameter

Input Example

{"parameters":{"fields":"fields=values(WorkOrder_ID,RequestID)"},"json_body":{"values":{"TemplateID":"template_guid","Customer First Name":"customer_first_name","Customer Last Name":"customer_last_name","Summary":"summary","WO Type Field 01":"","Reported Source":"detailed_description","Status":"status","Priority":"priority","Service_Type":"","Impact":"","Urgency":"","z1D_Action":"CREATE"}}}

Output

Parameter	Type	Description
status_code	number	HTTP status code of the response
reason	string	Response reason phrase
CreateDate	string	Date value
DisplayID	string	Unique identifier
RequestID	string	Unique identifier

Output Example

{"status_code":200,"response_headers":{},"reason":"","json_body":{"CreateDate":"2024-02-07T08:08:23","DisplayID":"WO0000000001002","RequestID":"WO0000000000702"}}

Fetch Incidents

Fetch all incidents.

Endpoint

URL: /api/arsys/v1/entry/HPD:IncidentInterface/

Method: GET

Input

Argument Name	Type	Required	Description
q	string	Optional	Parameter for Fetch Incidents

Input Example

{"q":""}

Output

Parameter	Type	Description
status_code	number	HTTP status code of the response
reason	string	Response reason phrase

Output Example

{}

Fetch Work Order

Fetch all workorders.

Endpoint

URL: /api/arsys/v1/entry/WOI:WorkOrderInterface

Method: GET

Input

Argument Name	Type	Required	Description
q	string	Optional	Parameter for Fetch Work Order

Input Example

{"q":""}

Output

Parameter	Type	Description
status_code	number	HTTP status code of the response
reason	string	Response reason phrase

Output Example

{}

Get Incident

Endpoint

URL: api/arsys/v1/entry/HPD:IncidentInterface_Create/{{incidentNumber}}

Method: GET

Input

Argument Name	Type	Required	Description
incidentNumber	string	Required	Unique identifier

Input Example

{"incidentNumber":""}

Output

Parameter	Type	Description
status_code	number	HTTP status code of the response
reason	string	Response reason phrase

Output Example

{}

Get Work Order

Get Work Order from BMC Remedy

Endpoint

URL: /api/arsys/v1/entry/WOI:WorkOrderInterface/{{workOrderNumber}}

Method: GET

Input

Argument Name	Type	Required	Description
workOrderNumber	string	Required	Parameter for Get Work Order

Input Example

{"workOrderNumber":""}

Output

Parameter	Type	Description
status_code	number	HTTP status code of the response
reason	string	Response reason phrase

Output Example

{}

Update Incident

Endpoint

URL: api/arsys/v1/entry/HPD:IncidentInterface/{{RequestID}}

Method: PUT

Input

Argument Name	Type	Required	Description
path_parameters.RequestID	string	Required	Parameters for the Update Incident action
values	object	Optional	Value for the parameter
values.First_Name	string	Optional	Name of the resource
values.Last_Name	string	Optional	Name of the resource
values.Description	string	Optional	Value for the parameter
values.Impact	string	Optional	Value for the parameter
values.Urgency	string	Optional	Value for the parameter
values.Status	string	Optional	Status value
values.Reported Source	string	Optional	Value for the parameter
values.Service_Type	string	Optional	Type of the resource

Input Example

{"json_body":{"values":{"First_Name":"Allen","Last_Name":"Allbrook","Description":"REST API: Incident Creation","Impact":"1-Extensive/Widespread","Urgency":"1-Critical","Status":"Assigned","Reported Source":"Direct Input","Service_Type":"User Service Restoration"}},"path_parameters":{"RequestID":"INC0000"}}

Output

Parameter	Type	Description
status_code	number	HTTP status code of the response
reason	string	Response reason phrase

Output Example

{}

Response Headers

Header	Description	Example
Content-Type	The media type of the resource	application/json
Date	The date and time at which the message was originated	Thu, 01 Jan 2024 00:00:00 GMT