BMC Remedy Integration

familyofcrowes

Just like the ServiceNow integration being built now, I would like to see BMC Remedy integration.

Ability to create tickets, close tickets and update tickets would be terrific....

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remedy

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helpdesk

bmc

Status: None

Comments

vispetto

This is a great idea. We currently automate the creation of Remedy tickets as a trigger action via alerts, and have an Orion view to show open tickets. However it is a manual process to update and close a ticket. Below is the script we use to create tickets.

char-set: windows-1252

Schema: HPD:IncidentInterface_Create

Server: <BMC SERVER>

Password: <BMC LOGIN PASSWORD>

Action: Submit

Format: Short

1D_Action !1000000076!: CREATE

Login_ID !301921200!: solarwinds.alert

Service Type !1000000099!: Infrastructure Restoration

Last Name* !1000000018!: Alert

First Name* !1000000019!: Solarwinds

Reported Source !1000000215!: Email

Description !1000000000!: [${Type}] ${Caption} is ${Status}

Details !1000000151!: IP: ${IP_Address} | Model: ${MachineType} | Site: ${Site} | Location: ${Location} | Time: ${N=Alerting;M=AlertTriggerTime;F=DateTime}

Status ! 7!: New

Impact* !1000000163!: 4-Minor/Localized

Urgency* !1000000162!: 3-Medium

Product Categorization Tier 1 ! 200000003!: Network

Product Categorization Tier 2 ! 200000004!: Switch

Product Categorization Tier 3 ! 200000005!: Data Switch

Product Name !240001002!: Router

Service Categorization Tier 1 !1000000063!: Failure

Service Categorization Tier 2 !1000000064!: Functionality

Service Categorization Tier 3 !1000000065!: Repair

Create Request ! 301674600!: Yes

candrahodgson

EyeShare is a solution that has the capabilities you're looking for. Check out it's integration package with BMC Remedy

familyofcrowes

So is this script implemented via an email trigger in an alert?

familyofcrowes

This tool looks terrific. Are you using this today?

wlipford

We are implementing EyeShare for Ticket creation off alerts and triggers, I use the Perl SDK to enrich Node and Interface custom fields for automation purposes.

familyofcrowes

Bump...

jgrobinette050

Anyone doing this via. EOC. I have multiple ORIONS coming to our EOC, my Remedy instance is in that subnet/domain.

jgrobinette050

So, where are you handling correlation? Are you creating parent/child relationships in SolarWinds, so you only send the highest level alarm?

Also, what about duplicates? If you send something to Remedy that already has a ticket, I assume the Remedy side has to handle that.

wlipford

Here is how we handle that.

Use Case Details

Description

Update existing trouble ticket after SolarWinds status change alarms for a device.

Actors

Circuit Access Desk (CAD) technician, SolarWinds, Remedy

Triggers

Generation of a SolarWinds alarm that a VPN device status has changed.

Preconditions

A ticket already exists for the given device.
Device must be part of a subset of services (LIKE %VPN%).
SolarWinds alarm must indicate that a VPN service is affected.
Device must be Operational.
Monitoring system must be defined as “Ping%” or “SNMP%”.

Postconditions

An existing trouble ticket has been updated with a work log message that the device status has changed.
The customer has been notified that the device status has changed.

Normal Flow

A SolarWinds alarm is generated for a VPN device indicating that the device status has changed.
Locate an existing open (< Resolved) trouble ticket for the given device.
Update the work log of the trouble ticket with a message that the device status has changed (down->up, up->down).
A notification is sent to the auto-notify contact defined for the customer. The notification states that the device status has changed. If down, request customer to check device.

Alternate Flows

Ax. N/A

Exceptions

E2. If no existing ticket can be found, exit the use case.

E3. The ticket cannot be modified because the ‘Next Action Date/Time’ has passed. [Might need to modify this Remedy workflow to not block the auto-update]

Business Rules

Technical Requirements

familyofcrowes

Bump

sja

Super bump

I don't get it....why do integration that works only with Service Now?

Build a framework that will utilities to all TS.

lab about Automations ...not sure if they get it...

saving time is that kind of interworking ....

Not new features to Cisco that get too much attention from solarwinds...

allenhicks

I'm able to get the ticket created without issue. What does reset action look like that closes the ticket?

dpad

@Tony you mentioned:

This is a great idea. We currently automate the creation of Remedy tickets as a trigger action via alerts, and "have an Orion view to show open tickets". However it is a manual process to update and close a ticket. Below is the script we use to create tickets.

Can you share how you did it on the Orion view? Is it a custom script? I want to have that view on what remedy tickets are open so the service team can see it on the web console as well.

I know the thread is quite old but if it's still working on NPM version 12.1 then it would be awesome.

Thanks!

ecklerwr1

BUMP!

fhtech

It's been about a year ago since I wrote my own integration as this request has seem to go unanswered for a while now.

Any ETA on this being an OOTB feature?

bistito

Luckily, there are already tools that allow us to connect the two. I'm currently using one, zigiops, to send alerts and events.