The information in this article is the intellectual property of xMatters and is intended only for use with xMatters products by xMatters customers and their employees. Further, this intellectual property is proprietary and must not be reused or resold.
This integration is no longer supported because the management product is no longer supported by the vendor, and/or the version of xMatters used for the integration is no longer supported. The integration is available only for legacy installations, and for use and modification by existing customers.
With the xMatters integration, the appropriate technician can be notified directly via voice, email, pager, BlackBerry, or other device. Information about the failure will be presented to the event resolver and decisions can be made in real-time such as owning, ignoring, rejecting, closing, and updating the event with informational annotations.
Once a response is selected on the recipient’s remote device, xMatters will update the Service Desk Incident in real-time. The benefit is that this process is immediate – significantly faster than the time required for Operations staff to notice the failures or malfunctions, determine who is on call, and manually notify the right person. In addition, the ability to take simple actions on the event from any device gives the event resolver a quick way to deal with many issues and communicate to other team members the current state of the event.
During the process, every notification, response, and action is logged in xMatters. In addition, xMatters automatically annotates the original Service Desk Incident with status information.
The xMatters product features a self-service web user interface to allow accurate assignment of responsible personnel for each job. xMatters also includes an optional Subscription panel that allows both managed and self subscription to Service Desk Incidents.
The integration also works with a data load and synchronization mechanism that provides event driven updates of Service Desk data into xMatters. xMatters dynamically updates the data whenever it is modified by Service Desk processes. See details here: BMC Remedy Data Load Integration 3.0.3
The benefit is that this process is immediate and may be done remotely – providing users with an efficient method of handling Service Desk issues from any mobile device.
- xMatters 4.1 (patch 011 or later) or 5.x
- xMatters Integration Agent 4.1 (patch 005 or later) or 5.x
- xMatters Developer IDE
BMC Remedy Service Desk
- BMC Remedy Service Desk Incident Management 7.5 through 7.6.04 (Service Pack 2)
- BMC Remedy Mid Tier
- BMC Remedy Action Request System
Release notes for this release may be found here
BMC Remedy Service Desk Incident Management Integration Package with Manual (zip) - Windows
Download (4.2 MB)
|BMC Remedy Service Desk Incident Management Integration Package with Manual (tar) - Unix||
Download (4.2 MB)
Download BMC Remedy Service Desk Incident Management Integration Manual 3.1.2 below.
JDN-3224 Originally created by Desi DosSantos