BMC Remedy Service Desk Incident Management Integration 2.0.2

COMMUNITY SUPPORTED

This integration is no longer supported because the management product is no longer supported by the vendor, and/or the version of AlarmPoint used for the integration is no longer supported. The integration is available here for use and modification by the customer. 

Description

See the integration in action

With the AlarmPoint 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,  AlarmPoint 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 AlarmPoint. In addition, AlarmPoint automatically annotates  the original Service Desk Incident with status information. 

The AlarmPoint product features a self-service web user interface to  allow accurate assignment of responsible personnel for each job.  AlarmPoint also includes an optional enhanced Subscription panel that  allows both managed and self subscription to Service Desk Incidents.  This Subscription Panel queries the Service Desk Server directly in real  time to retrieve lists of Support Companies and Support Groups,  removing the need to manually create and maintain these lists. 

The integration also includes a data load and synchronization  mechanism that provides event driven updates of Service Desk data into  Alarmpoint. AlarmPoint automatically updates the data whenever it is  modified by Service Desk processes. 


Prerequisites

The following components must be installed prior to installing the integration:

  • AlarmPoint 3.2.1 patch 001 or later
  • AlarmPoint Java Client 3.2.1 or later
  • BMC Remedy Service Desk Incident Management 7.0.02
  • BMC Remedy Action Request System 7.0.01

Download Resources:

BMC Remedy Incident Management Integration Package (zip) - Windows

Download (54 MB)

BMC Remedy Incident Management Integration Package (tar) - Unix

Download (60 MB)

Download BMC Remedy SD Incident Management Manual below.

xMatters Reference

JDN-1432 Originally created by Desi DosSantos

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