BMC Remedy 8 Service Desk Incident Management Integration 4.0.2

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.

Description 

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. 

System Requirements 

xMatters

  • xMatters 5.x (5.0 patch 008 or later)
  • xMatters Integration Agent 5.x (5.0 patch 008 or later)
  • xMatters Developer IDE 

BMC Remedy Service Desk

  • BMC Remedy Service Desk Incident Management 8.0
  • BMC Remedy Mid Tier
  • BMC Remedy Action Request System 

Download Resources 

BMC Remedy Service Desk Incident Management Integration Package with Manual - zip

Download (7 MB)

BMC Remedy Service Desk Incident Management Integration Package with Manual - tar.gz

Download (6.9 MB)

Release History 

Product

Product

Version

Product

OS

Integration

Version

Date

xMatters

Version

Support
Remedy SD Incident Mgmt  8.0 Windows, Unix 4.0.2 2013-06-04 5.1, 5.0 xMatters
Remedy SD Incident Mgmt  7.5 - 7.6.04 Windows, Solaris 3.1.2 2012-10-24 5.1, 5.0, 4.1 xMatters
Remedy SD Incident Mgmt (includes Mobile Access) 7.1 Windows, Solaris 2.1.2 2009-10-09 4.0 Community
Remedy SD Incident Mgmt (includes Mobile Access)  7.0 Windows, Solaris 2.0.2 2008-06-06 3.2.1 Community

Download BMC Remedy Service Desk Incident Management Integration Manual 4.0.2 below.

xMatters Reference
JDN-3994 Originally created by Iain Rose

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