BMC Remedy Service Desk Incident Management Integration 3.0

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

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.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.

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.

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

The benefit is that this process is immediate and may be done remotely – providing users with an efficient method of handling  Service Desk issues from any mobile device.

System Requirements

xMatters

  • xMatters  4.1 (patch 011 or later) or 5.x
  • xMatters Integration Agent 4.1 (patch 005 or later) or 5.x
  • xMatters Developer IDE

BMC Remedy Service Desk

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

Release Notes 

Release notes for this release may be found here

Download Resources:

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

Download  (69 MB)

BMC Remedy Service Desk Incident Management Integration Package with Manual (tar) - Unix

Download  (69 MB)

Download BMC Remedy Service Desk Incident Management Integration Manual 3.0 below.

xMatters Reference

JDN-1430 Originally created by Desi DosSantos

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