Integrating with BMC Remedy › How to Configure a BMC Remedy Integration › How to Customize BMC Remedy Ticket Fields with CA SOI Alert Parameters

How to Customize BMC Remedy Ticket Fields with CA SOI Alert Parameters

When a BMC Remedy incident is created based on a CA SOI alert, the CA Process Automation process CreateRemedyTicket creates the ticket using the configured RemedyHPDConfiguration or RemedyITSMConfiguration form.

Note: For more information about configuring these forms, see Configure and Test BMC Remedy Connection.

You can customize the BMC Remedy Help Desk Case form. In addition to the default BMC Remedy form fields, you create fields to support your unique business requirements. Some fields require a value when the ticket is created, while others are optional. The CA Remedy Gateway processes provide a set of predefined BMC Remedy parameters. However, you can define additional parameters for your customized HelpDesk form.

If either of the following situations applies to you, you configure support for custom or mandatory fields:

• Custom fields on your BMC Remedy HelpDesk form
• Standard BMC Remedy fields that are not on the Remedy Parameters or Remedy Optional Parameters configuration pages in CA Process Automation, are required to create a ticket and are not system-generated

You map these fields in CA Process Automation; otherwise, the ticket creation fails.

1. Customize the HPD:HelpDesk (non-ITIL) or HPD:IncidentInterface_Create (ITIL) form at your site.

   You customize this form within BMC Remedy. For more information about customizing forms in BMC Remedy, see the BMC Remedy documentation.

2. Configure BMC Remedy web services to support your custom or unlisted mandatory fields.

   Define an XML element by which to communicate the value between CA Process Automation and BMC Remedy. You must also indicate whether the parameter is for a mandatory field.

3. Configure CA Process Automation to support your custom fields.

   Specify in CA Process Automation how to populate custom or mandatory fields when generating a ticket from CA SOI. You can use both static and dynamic values.