BMC Remedy operates on a Software-as-a-Service (SaaS) delivery model that uses third-party cloud vendors to deliver services. BMC Remedy with OpsRamp is a one-way integration.

Install the integration

  1. From All Clients, select a client.
  2. Go to Setup > Integrations > Integrations.
  3. From Available Integrations, select Collaboration > BMC Remedy.
  4. Click Install.

Configure the integration

Configure the following: - Outbound - Monitoring of Integration - Audit Logs

Outbound (From OpsRamp to BMC Remedy)

  1. Integration Basic Configuration: Configure notification details to trigger integration events.
    1. Notification Type: SOAP API
    2. Base URI: https://{subdomain}.com/arsys/services/ARService?server=onbmc-s&webService=OpsRamp_CreateIncident
    3. Authentication: OAuth
    4. Enter username and password and click Save.
  2. Map Attributes: Map OpsRamp entity attributes with BMC Remedy attributes.
    1. Select OpsRamp entity from the drop-down.
    2. Click Map against the respective attribute. Create Integration Mapping window is displayed.
    3. Enter the values and click Save.
  3. Integration Events: Events are for sending notifications when an action is performed on OpsRamp entities.
    1. Click Add to add an integration event.
    2. Enter a name for the integration event.
    3. Select Service Desk from the drop-down and select entity type and action.
    4. Select Parent Configuration to assign the notification details configured in step 1.
    5. Enter end point URL.
    6. Select the web method, enter the header name and value.
    7. Enter the payload and click Save.
      • To add more tokens to the payload, click the token in the Place Holders list.
      • A custom field that is already configured as a response payload attribute for a given integration is NOT available for configuration in any other integrations. You need to remove the existing mapping from the integration to make the custom field available to map on the response payload of any other integration.
      • To parse the properties returned in the response for the payload, select the OpsRamp property from the drop-down and enter the value.
        BMC Remedy Integration
  4. Verify Integration: Validate if the integration is successful.
    1. Select the event from the drop-down and select the payload type.
    2. Enter the payload and click Verify. A 200- OK success response is generated if the integration is successful.
  5. Integration Failures: In the case of failure in integration, a message is sent to the user about the failure in integration.
    • Select notification type Email, enter the email address and click Save.

Integration event payloads

The following are the field and example payload to create incidents.

Create incident

FieldValue
Endpoint URLhttps://{subdomain}.com/arsys/services/ARService?server=onbmc-s&webService=OpsRamp_CreateIncident
Headers
  • Accept: application/xml
  • Content-Type: text/xml
  • SOAPAction: OpsRamp_CreateIncident
MethodPOST
Authentication typeBASIC
UsernameBMC Remedy username
PasswordBMC Remedy password

Request with OpsRamp tokens

The following is a sample request with OpsRamp tokens.

    <soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:urn="urn:OpsRamp_CreateIncident">
     <soapenv:Body>
     <urn:Create_OpsRampIncidentNew>
     <!--Optional:-->
     <urn:Incident_Number></urn:Incident_Number>
     <urn:Summary>$incident.subject</urn:Summary>
     <urn:Notes>$incident.impact</urn:Notes>
     <urn:Priority>[@$incident.priority.name@]</urn:Priority>
     <urn:Vendor_Ticket_Number>$incident.uniqueId</urn:Vendor_Ticket_Number>
     <urn:OpsRamp_Status>[@$incident.status.name@]</urn:OpsRamp_Status>
     <urn:Source_Type>Inbound</urn:Source_Type>
     </urn:Create_OpsRampIncidentNew>
     </soapenv:Body>
    </soapenv:Envelope>

Response

The following is a sample response.

    <soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
     <soapenv:Body>
     <ns0:Create_OpsRampIncidentNewResponse xmlns:ns0="urn:OpsRamp_CreateIncident">
     <ns0:Incident_Number>INC000003142691</ns0:Incident_Number>
     <ns0:OpsRamp_Status>Open</ns0:OpsRamp_Status>
     </ns0:Create_OpsRampIncidentNewResponse>
     </soapenv:Body>
    </soapenv:Envelope>

Use tag: $Body.createResponse.createResult.EntityResults.Entity.TicketNumber to read the Autotask ticket ID and save it to the external entity ID of the OpsRamp incident.

Authentication error message

The following is a possible error message for an authentication error:

    <?xml version="1.0" encoding="UTF-8"?>
    <soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
     <soapenv:Body>
     <soapenv:Fault>
     <faultcode>soapenv:Server.userException</faultcode>
     <faultstring>ARERR [623] Authentication failed</faultstring>
     <detail>
     <ns1:hostname xmlns:ns1="http://xml.apache.org/axis/">dv-mt-01</ns1:hostname>
     </detail>
     </soapenv:Fault>
     </soapenv:Body>
    </soapenv:Envelope>

Required field error message

The following is a possible error message for a required field error:

    <?xml version="1.0" encoding="UTF-8"?>
    <soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
     <soapenv:Body>
     <soapenv:Fault>
     <faultcode>soapenv:Server.userException</faultcode>
     <faultstring>ERROR (326): Required field cannot be blank.; 536870914</faultstring>
     <detail>
     <ns1:hostname xmlns:ns1="http://xml.apache.org/axis/">dv-mt-01</ns1:hostname>
     </detail>
     </soapenv:Fault>
     </soapenv:Body>
    </soapenv:Envelope>