BMC Remedy 7.5 - 7.6.04 Change Management Integration 3.0.2

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.

Description 

With the xMatters integration, the support staff assigned to the change request can be notified directly via telephone, email, pager, BlackBerry, or other device. Information about the request will be presented to the approvers and decisions can be made in real-time such as accepting, rejecting, holding, and annotating the change request with informational messages.

Once a response is selected on the recipient’s remote device, xMatters updates the Remedy change request in real-time. The benefit is that this process is immediate – significantly faster than the time required for support staff to handle the change request. In addition, the ability for approvers to update requests remotely allows for requests to be handled quickly and without the approver’s direct involvement. 

During the process, every notification, response, and action is logged in xMatters. In addition, xMatters automatically annotates the original Remedy change request with status information. 

The benefit is that this process is immediate and may be done remotely – providing users with an efficient method of responding to Remedy change requests from any mobile device. 

Prerequisites 

The following products must be installed and operating correctly prior to integration.

  • xMatters:
    • xMatters communication plan 4.1 (patch 011 or later) or 5.x
    • xMatters integration agent 4.1 (patch 005 or later) or 5.1.4
    • xMatters Developer IDE

Note that the version number of the xMatters integration agent, xMatters communication plan, and xMatters Developer IDE must be the same. For example, if you are using the 4.1 version of the integration agent, then you must also use the 4.1 version of the xMatters communication plan.

  • BMC Remedy:
    • BMC Remedy Change Management 7.5 through 7.6.04 (Service Pack 2)
    • BMC Remedy Mid Tier
    • BMC Remedy Action Request System 

Download Resources 

BMC Remedy Change Management Integration Package (Including Documentation) - Windows

Download (67 MB)

BMC Remedy Change Management Integration Package (Including Documentation) - Unix

Download  (67 MB)

Release History

Product

Product

Version

Product OS

Integration

Version

Date

xMatters

Version

Support

Remedy Change Management Integration

7.5 - 7.6.04 Windows, Solaris 3.0.2 2012-10-24 5.1, 5.0, 4.1 xMatters

Remedy Change Mgmt (includes Mobile Access

7.1 Windows, Solaris 2.1.2 2009-10-09 4.0 Community

Remedy Change Mgmt 

7.0 Windows, Solaris 2.0.0 2008-07-10 3.2.1 Community

Download BMC Remedy Change Management 3.0.2 Integration Manual below.

xMatters Reference

JDN-3202 Originally created by Cheryl Isler

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