Integrating with BMC Remedy › How to Configure a BMC Remedy Integration › Using the BMC Remedy Integration

Using the BMC Remedy Integration

You can create a BMC Remedy incident automatically from any CA SOI alert displayed in the Operations Console using alert escalation policy or manually. Both methods generate the same incident.

Creating a BMC Remedy incident from a CA SOI alert results in one of the following actions:

• CA SOI creates a help desk case of type Incident in the BMC Remedy system that is tied to the CA SOI alert. This incident is assigned a BMC Remedy-generated identifier, which appears as the incident Case ID number in BMC Remedy. This value is then updated in the alert Ticket ID field in CA SOI.
• CA SOI populates the incident with CA SOI alert data such as the creation date, model name, network address, root cause, and alert description.
• CA SOI populates BMC Remedy-only incident fields using system-specified default values such as the requester name, source, category, item, type, priority, and urgency. Set these values in CA Process Automation.

  Note: For more information, see Configure and Test BMC Remedy Connection.

  Note: CA SOI can automatically close any ticket that is opened after an alert has cleared. To enable this option, see Review Alert and Ticket Closure Considerations.

You can display the incident in BMC Remedy directly from the Operations Console after you create the incident.

For information about generating, managing, and viewing BMC Remedy incidents from CA SOI, see How to Work with a Configure Help Desk Integration.

Important! If you added custom fields to your BMC Remedy Help Desk Case form or fields on your form are required that are not on the Remedy Parameters or Remedy Optional Parameters page in CA Process Automation, configuration is required for the integration to work. You map all custom or required fields to CA Process Automation before using the integration. For more information, see How to Customize BMC Remedy Ticket Fields with CA SOI Alert Parameters.