BMC Remedy Module

The BMC Remedy Module provides a communication channel between BMC Remedy and Resolve Actions Express. Once the Module is defined and available, Actions Express pulls new submitted records and updates, translates them into incidents and displays them in Actions Express LIVE. Records closed in the BMC Remedy trigger incident closure in Actions Express.

Adding the BMC Remedy Module

1. Go to Main Menu > Configuration > Modules.
2. From the top right corner of Integrations, click +.
   The module properties screen appears.
3. In the Name field, enter a name for the new module.
   It is a good practice to provide a descriptive name to let you distinguish between multiple modules of the same type.
4. In the Description field, enter a description for the module.
5. From the Type field, select BMC - Remedy.
6. In Mode, select where you want the module to run:
   • Local—The module will run in your local deployment of Actions Express. This option is suitable for integration with services that run in the same network or cloud services that are accessible from the network.
   • Remote—The module will run on the server where you installed the remote executor (installing a remote executor is needed when the server does not have access to the SQL DB). This option is suitable for integration with services that run in a separate network and are normally not accessible from the main network where Actions Express runs.
7. Check Monitor if you want Actions Express to monitor the module.
   By selecting this option, a new incident is created when the module is down.
8. Enter any required Connection Parameters.
9. Click Save.

Configuring the Connection Parameters

1. Click Connection Parameters.
2. In the URL field, type in the BMC Remedy URL.
3. Enter the User Name and Password of an Admin user authorized to access the server.
4. Click Test Connection to verify your connection with the server.
   A valid connection is indicated with a green tick icon.
   
5. Click the expand button ().
   The Forms, Filters, and Mapping tabs appear, displaying the built-in BMC Remedy forms and properties.
   • Forms: New BMC Remedy records and updates are pulled according to the form list and the defined filters. Records of forms that do not appear in list are not pulled.
     1. For each form, click discover ().
        note

        Once a form is discovered (), the form is monitored () and information is pulled from it.

     2. Check Bypass Incident () to process records and updates without creating incidents.
     3. Check Execute Workflow on Every Update () to run the corresponding workflow upon each update of the incident, or clear to run it only upon the first instance.
   • Filters: Filters determine which records and updates are forwarded from BMC Remedy to Actions Express. To get all records and updates of a specific form do NOT create any filters.
     1. Under Name, type in the name, type in the name of the form and click enter. The names of the fields discovered in the selected form are now displayed.
     2. Compose your filter rule.
        For example: you may want to pull the critical records, as depicted in the following image:
        
   • Mapping: Mapping is the translation of BMC Remedy properties and fields into Actions Express variables, severities, and states. Each form is assigned a default mapping.
     note

     BMC Remedy forms can be created and configured by users, therefore the mapping tab will not contain all pre-configured BMC Remedy properties, but only the common ones.

     To change the default mapping:
     1. Next to each Actions Express variable, select the corresponding integration property.
     2. To open all incidents originating from this form with a selected static severity, select Static Severity and set it. Otherwise, select Customized Severity and map the corresponding integration properties to the Actions Express severities.
        tip

        You may map multiple BMC Remedy properties into a single severity.

     3. To open all incidents originating from this form with a selected static state, select Static State and set it. Otherwise, select Customized State and map the corresponding integration properties to the Actions Express states.
        tip

        You may map multiple BMC Remedy properties into a single state.

        When using a static state, closing the request in BMC Remedy does not close the Actions Express incident, and vice versa.
        note

        When more than one mapping option is selected for the “Up” state, closing the incident from Actions Express LIVE changes the selected property to the first option in the list.