BMC Service Desk Express 9.2 - 9.7 Integration 2.1.2

COMMUNITY SUPPORTED

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

Description

With the AlarmPoint integration, the appropriate technician can be notified directly via voice, email, pager, or other device. Information about the incident will be presented to the responsible person and  decisions can be made in real-time such as ignoring, resolving, annotating or owning the event. Once a response is selected on their remote device, AlarmPoint will update the SDE 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 remotely annotate the incident from  any device gives the notification recipient a quick way to communicate  to other team members the current status of the incident.

During the process, every notification, response, and action is  logged in AlarmPoint. In addition, AlarmPoint automatically annotates  the SDE Incident throughout the process. The AlarmPoint product features  a self-service web user interface to allow accurate assignment of  responsible personnel for each job. Customers will also enjoy an  enhanced Custom Subscription panel that allows both managed and  self-subscription to SDE Incidents.

Prerequisites

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

  • BMC Service Desk Express version 9.2, 9.6, or 9.7
  • AlarmPoint 4.0 (patch 007 or later)
  • AlarmPoint Java Client 4.0

Download Resources

BMC Service Desk Express Integration Package (Includes Documentation Manual) - Windows

Download (71 MB)

Release History

Product

Product

Version

Product

OS

Integration

Version

Date

xMatters

Version

Support

Service Desk Express

 

9.2, 9.6, 9.7 Windows 2.1.2 2010-12-01 4.0 Community

Download BMC Service Desk Express Integration 2.1.2 Documentation Manual below.

xMatters Reference

JDN-1433 Originally created by Desi DosSantos

 

Have more questions? Submit a request

0 Comments

Please sign in to leave a comment.
Powered by Zendesk