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BMC Remedy

You can install the BMC Remedy integration to create Remedy incidents from Situations in Moogsoft Enterprise.

You can enable auto-assign so new Remedy incidents created from Moogsoft Enterprise are automatically assigned to the logged in user. You can also configure Remedy to synchronize information with Moogsoft Enterprise.

See the BMC Remedy documentation for more information on Remedy components.

Before you begin

The Remedy integration has been validated with BMC Remedy v9.1. Before you start to set up your integration, ensure you have met the following requirements:

  • You have the Remedy API URL.

  • You have the Remedy Web URL.

  • You have the Remedy Mid Tier Server details.

  • You know the Remedy username and password for Moogsoft Enterprise to use to authenticate to Remedy.

  • You know the full name of the Remedy customer for the Remedy incident.

  • If you want to enable auto-assign, you have created user accounts with the same names in both Moogsoft Enterprise and Remedy.

Configure the Remedy integration

To configure the BMC Remedy integration:

  1. Navigate to the Integrations tab.

  2. Click Remedy in the Ticketing section.

  3. Follow the instructions to create an integration name and provide connection details for your Remedy system.

After you complete the BMC Remedy configuration you can perform the following actions in Moogsoft Enterprise:

  • Right-click an open Situation and select Open Remedy Incident from the menu.

  • Create a Remedy incident from the Tools drop-down menu.

  • Double-click a Situation and select Show Details > Custom Info to display the Remedy incident number.

  • View the related Remedy incident in the Situation's Collaborate tab.

  • Automatically close a Remedy incident by closing the related Situation.

You can perform the following actions in the Remedy Incident Management Console:

  • View the incidents created by Moogsoft Enterprise.

  • View comments added to the related Situation's Collaborate tab in the incident's worklog.

Configure Remedy

If you want to configure Remedy to send information back to Moogsoft Enterprise, see Configure BMC Remedy.