BMC Remedy Service Desk Incident Management

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.

Table of contents

Document overview

These release notes are for the following integration release:

xMatters (IT) engine for BMC Remedy Service Desk Incident Management

Integration version: 3.0

NOTE: This document is subject to change after the initial release of this integration. If you would like to be alerted when the document is modified, click Receive email notifications on the Actions menu to the right of this document.

Release overview

This is a major release of the xMatters for BMC Remedy Service Desk Incident Management integration, and is designed to work with the following products:

  • xMatters versions 4.1 (patch 10 and higher) and 5.x
  • BMC Remedy Service Desk Incident Management version 7.5 through 7.6.04 (Service Pack 2).

For a full list of the system requirements and supported operating systems, refer to the integration guide attached to this article.

New in this release

This version of the xMatters (IT) engine for BMC Remedy Service Desk Incident Management integration has the following upgrades and changes from the previous version (integration version 2.2):

  • The integration has been completely redesigned to use the xMatters integration agent instead of the Java Client. This entailed a reworking of the integration scripts, configuration files, and communication process.

Upgrading from previous integration versions

Note that due to implementation of the xMatters integration agent, there is no supported upgrade path from previous deployments of the integration.

Issue fixes and changes

The following issues from the previous version of the integration have been addressed in this release:

  • Fixed an issue which caused a duplicate notification to be sent to an assignee when they owned a ticket.
  • When a user changes an incident status or priority directly in Remedy, the corresponding event is terminated in xMatters. (In the previous version of this integration, these events continued to stay open and would continue to notify recipients.)

Installation

For detailed installation steps and procedures, refer to the integration guide attached to this article or in the extracted integration archive.

Appendices

Appendix 1: Integration archive file folder structure

|-- components  
| |-- bmcremedy  
| | |-- pre7604  
| | | |-- apia_http_bmcremedy.wsdl  
| | | |-- xm_dataload_pre7604.def  
| | | |-- xm_foundation_pre7604.def  
| | | ‘-- xm_incident_pre7604.def  
| | |-- xm_dataload_7604.def  
| | |-- xm_foundation_7604.def  
| | ‘-- xm_incident_7604.def  
| |-- integration-agent  
| | |-- conf  
| | | |-- deduplicator-filter.xml  
| | | |-- xm_ctm_ws.pwd  
| | | ‘-- xm_hpd_ws.pwd  
| | |-- integrationservices  
| | | ‘-- bmcremedy  
| | |  |-- bmcremedydataload  
| | |  | |-- bmcremedydataload-lifecycle.js  
| | |  | |-- bmcremedydataload.js  
| | |  | |-- bmcremedydataload.xml  
| | |  | |-- configuration.js  
| | |  | |-- dataSyncList.js  
| | |  | |-- phonenumber.js  
| | |  | |-- processGroups.js  
| | |  | |-- processUsers.js  
| | |  | |-- soap  
| | |  | | |-- XM-CTM-People-WS-soapui-project.xml  
| | |  | | |-- XM-CTM-Support-Group-Association-WS-soapui-project.xml  
| | |  | | |-- XM-CTM-Support-Group-WS-soapui-project.xml  
| | |  | | |-- XM-CTM-Support-Group-WS.wsdl  
| | |  | | ‘-- XM-CTM-SupportGroupFunctionalRole-WS-soapui-project.xml  
| | |  | |-- supervisorMapper.js  
| | |  | |-- userRolesMapper.js  
| | |  | |-- xm-ctm-people-ws.js  
| | |  | |-- xm-ctm-support-group-assoc-ws.js  
| | |  | |-- xm-ctm-support-group-functional-role-ws.js  
| | |  | ‘-- xm-ctm-support-group-ws.js  
| | |  |-- bmcremedyincident  
| | |  | |-- bmcremedyincident.js  
| | |  | |-- bmcremedyincident.xml  
| | |  | |-- configuration.js  
| | |  | |-- soap  
| | |  | | |-- XM-HPD-HelpDesk-WS-soapui-project.xml  
| | |  | | |-- XM-HPD-IncidentInterface-WS-soapui-project.xml  
| | |  | | ‘-- XM-SupportGrp-SupportGrpAssoci-WS-soapui-project.xml  
| | |  | |-- updateIncident.js  
| | |  | |-- xm-hpd-helpdesk-ws.js  
| | |  | |-- xm-hpd-incident-interface-ws.js  
| | |  | ‘-- xm-sup-grp-assoc-ws.js  
| | |  |-- lib  
| | |  | |-- javascript  
| | |  | | |-- core  
| | |  | | | |-- baseclass.js  
| | |  | | | ‘-- logger.js  
| | |  | | |-- webservices  
| | |  | | | |-- soapfault.js  
| | |  | | | ‘-- wsutil.js  
| | |  | | ‘-- xmatters  
| | |  | |  |-- dataSyncCoverage.js  
| | |  | |  |-- dataSyncDevice.js  
| | |  | |  |-- dataSyncGroup.js  
| | |  | |  |-- dataSyncGroupMember.js  
| | |  | |  |-- dataSyncHelper.js  
| | |  | |  |-- dataSyncTeam.js  
| | |  | |  |-- dataSyncUser.js  
| | |  | |  |-- xMattersEventWS.js  
| | |  | |  |-- xMattersGroupSync.js  
| | |  | |  |-- xMattersUserSync.js  
| | |  | |  ‘-- xmattersws.js  
| | |  | |-- resources  
| | |  | | ‘-- soap  
| | |  | |  ‘-- xmatters  
| | |  | |    ‘-- v4.1  
| | |  | |      ‘-- AlarmPoint-soapui-project.xml  
| | |  | ‘-- util-version.properties  
| | |  |-- util.js  
| | |  ‘-- version.properties  
| | ‘-- lib  
| |  ‘-- integrationagent-utils.jar  
| ‘-- xmatters  
|  |-- event-domain  
|  | ‘-- xM-BMC-Remedy.xml  
|  |-- scripts  
|  | ‘-- XM-BMC-Remedy-IM.aps  
|  ‘-- vox  
|    ‘-- bmcremedy  
|      ‘-- recordings  
|        ‘-- english  
|          ‘-- phrases  
|-- documentation  
| |-- xM-BMC-Remedy_SD_Incident_Management_3_0_0.pdf  
|-- release-notes.txt  
‘-- version.properties

Appendix 2: Known Issues

A known issue with xMatters version 5.0 requires that all Event Domain Constants defined in the xMatters web user interface be in UPPERCASE. This limitation does not apply to xMatters 4.1 deployments.

(xMatters Reference: XFO-2007)

When a new user and their group membership is added to BMC Remedy and added to xMatters via the dynamic data load, the User is added to xMatters but is not added to the corresponding xMatters Groups. This is due to the data load processing group membership before processing new users.

(xMatters Reference: INTA-2073)

Appendix 3: Support Policy Reminder

The xMatters Support Policy was updated in February 2009.

xMatters Reference

JDN-3094 Originally created by Don Clark

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