BMCHelixRemedyforce

BMC Helix Remedyforce integration enables customers to create/update service requests and incidents, update statuses, and resolve service requests and incidents with customer notes. This integration exposes standard ticketing capabilities that can be utilized as part of automation & orchestration.

Category

Utilities

Pack

BmcHelixRemedyForce

Configuration parameters

• url — BMC Remedyforce URL (e.g. https://example.com) (required)
• auth_url — BMC Remedyforce Login URL
• username — Username
• password — Password
• username_creds — Username
• type — Type
• category — Category
• impact — Impact
• urgency — Urgency
• status — Status
• queue — Queue
• max_fetch — Max Incidents
• fetch_note — Fetch Note(s)
• query — Query (If provided other filtering parameters will be ignored) e.g. select Name, LastModifiedDate from BMCServiceDesk__Incident__c where BMCServiceDesk__Impact_Id__c = 'High'
• incidentType — Incident type
• incidentFetchInterval — Incidents Fetch Interval
• insecure — Trust any certificate (not secure)
• proxy — Use system proxy settings
• request_timeout — HTTP(S) Request Timeout (in seconds) (required)
• isFetch — Fetch incidents
• first_fetch — First Fetch Timestamp (<number> <time unit>, e.g., 12 hours, 7 days, 3 months, 1 year)

Commands (19)

• bmc-remedy-account-details-get — Returns account details for incidents and service requests.
• bmc-remedy-asset-details-get — Returns asset or configuration item details for incidents.
• bmc-remedy-broadcast-details-get — Returns broadcast details for incidents, which enables users to send messages to the entire organization, selected groups within the organization and to external customers.
• bmc-remedy-category-details-get — Returns category details for incidents and service requests. Categories allow users to classify the incident or service request using standard classifications to track the reporting purposes.
• bmc-remedy-impact-details-get — Returns the impact details for incidents and service requests. Impact helps calculate the priority of the incident or service request.
• bmc-remedy-incident-create — Creates a new incident.
• bmc-remedy-incident-get — Returns details of incidents.
• bmc-remedy-incident-update — Updates details of an incident for a given incident number.
• bmc-remedy-note-create — Creates notes for incidents and service requests.
• bmc-remedy-queue-details-get — Returns queue details for incidents and service requests.
• bmc-remedy-service-offering-details-get — Returns service offering details for incidents.
• bmc-remedy-service-request-create — Creates a new service request, which is the request record generated from the Service Request Definition to manage and track the execution.
• bmc-remedy-service-request-definition-get — Returns details of service request definitions using the Service Request Definition name.
• bmc-remedy-service-request-get — Returns the service request details.
• bmc-remedy-service-request-update — Updates details of a service request for a service request number.
• bmc-remedy-status-details-get — Returns status details for incidents and service requests. The status displays the progress of the service request or incident through stages from opening to closure.
• bmc-remedy-template-details-get — Returns template details for incidents. Templates enable users to prepopulate commonly used fields in a form.
• bmc-remedy-urgency-details-get — Returns urgency details for incidents and service requests. Urgency determines the priority of the incident or service request.
• bmc-remedy-user-details-get — Returns user details for incidents and service requests.