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Table of contents
- Table of contents
- Document overview
- Release overview
These release notes are for the following integration release:
xMatters (IT) engine for BMC Remedy Service Desk Incident Management
Integration version: 3.1.2
NOTE: This document is subject to change after the initial release of this integration. If you would like to be alerted when the document is modified, click Receive email notifications on the Actions menu to the right of this document.
This is a point release of the xMatters for BMC Remedy Service Desk Incident Management integration, and is designed to work with the following products:
- xMatters versions 4.1 (patch 11 and higher) and 5.x
- BMC Remedy Service Desk Incident Management version 7.5 through 7.6.04 (Service Pack 2).
For a full list of the system requirements and supported operating systems, refer to the integration guide attached to this article.
New in this release
This version of the xMatters (IT) engine for BMC Remedy Service Desk Incident Management integration has the following upgrades and changes from the previous version (integration version 3.0):
- The integration now includes a complete set of French voice files (.vox).
- The Data Load component of the integration has been removed and repackaged as a stand-along integration (xMatters (data load) for BMC Remedy) that can be used alone, in conjunction with this integration, or with the xMatters (IT) engine for BMC Remedy Change Management integration.
Issue fixes and changes
The following issues from the previous version of the integration have been addressed in this release:
- Fixed an issue which caused a duplicate notification to be sent to an assignee when they owned a ticket.
- When a user changes an incident status or priority directly in Remedy, the corresponding event is terminated in xMatters. (In the previous version of this integration, these events continued to stay open and would continue to notify recipients.)
Subscription annotations being made even when SUBSCRIPTIONANNOTATE is false.
(xMatters Reference: SUP-6568)
Error causing intermittent delivery failure of subscription notifications.
(xMatters Reference: SUP-6376)
For detailed installation steps and procedures, refer to the integration guide attached to this article or in the extracted integration archive.
Appendix 1: Integration archive file folder structure
|-- components | |-- bmcremedy | | |-- pre7604 | | | |-- apia_http_bmcremedy.wsdl | | | |-- xm_foundation_pre7604.def | | | ‘-- xm_incident_pre7604.def | | |-- xm_foundation_7604.def | | ‘-- xm_incident_7604.def | |-- integration-agent | | |-- conf | | | |-- deduplicator-filter.xml | | | ‘-- xm_hpd_ws.pwd | | |-- integrationservices | | | ‘-- bmcremedy | | | |-- bmcremedyincident | | | | |-- bmcremedyincident.js | | | | |-- bmcremedyincident.xml | | | | |-- configuration.js | | | | |-- soap | | | | | |-- XM-HPD-HelpDesk-WS-soapui-project.xml | | | | | |-- XM-HPD-IncidentInterface-WS-soapui-project.xml | | | | | ‘-- XM-SupportGrp-SupportGrpAssoci-WS-soapui-project.xml | | | | |-- updateIncident.js | | | | |-- xm-hpd-helpdesk-ws.js | | | | |-- xm-hpd-incident-interface-ws.js | | | | ‘-- xm-sup-grp-assoc-ws.js | | | |-- lib | | | |-- util.js | | | ‘-- version.properties | | ‘-- lib | | ‘-- integrationagent-utils.jar | ‘-- xmatters | |-- event-domain | | ‘-- xM-BMC-Remedy.xml | |-- scripts | | ‘-- XM-BMC-Remedy-IM.aps | ‘-- vox | ‘-- bmcremedy | ‘-- recordings | ‘-- english | ‘-- phrases | ‘-- french | ‘-- phrases |-- documentation | |-- xM-BMC-Remedy_SD_Incident_Management_3_1_2.pdf |-- release-notes.txt ‘-- version.properties
Appendix 2: Known Issues
A known issue with xMatters version 5.0 requires that all Event Domain Constants defined in the xMatters web user interface be in UPPERCASE. This limitation does not apply to xMatters 4.1 deployments.
(xMatters Reference: XFO-2007)
When a new user and their group membership is added to BMC Remedy and added to xMatters via the dynamic data load, the User is added to xMatters but is not added to the corresponding xMatters Groups. This is due to the data load processing group membership before processing new users.
(xMatters Reference: INTA-2073)
JDN-3341 Originally created by Don Clark