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 here for use and modification by the customer.
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 enhanced Subscription panel that allows both managed and self subscription to Service Desk Incidents. This Subscription Panel queries the Service Desk Server directly in real time to retrieve lists of Support Companies and Support Groups, removing the need to manually create and maintain these lists.
The integration also includes a data load and synchronization mechanism that provides event driven updates of Service Desk data into xMatters. xMatters automatically updates the data whenever it is modified by Service Desk processes.
With the xMatters Mobile Access, the appropriate technician can create, view, and update Service Desk incidents directly via a mobile device web browser. Information about Service Desk incidents can be displayed on the mobile device and updated in real-time.
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. In addition, the Service Desk Integration can be updated to notify xMatters Users on their mobile device with a link to the mobile view of the incident, allowing the user to update the Incident remotely.
- AlarmPoint 4.0 (patch 004 or later)
- AlarmPoint Java Client 4.0
- BMC Remedy Action Request System 7.1 patch 007
- BMC Remedy Mid Tier 7.1 patch 007
- BMC Remedy Service Desk 7.0.03
BMC Remedy Incident Management Integration Package (zip) - Windows
BMC Remedy Incident Management Mobile Access Integration Package (zip) - Windows
|BMC Remedy Incident Management Integration Package (tar) - Unix||
|BMC Remedy Incident Management Mobile Access Integration Package (tar) - Unix||
Download BMC Remedy Incident Management 2.1.2 Manuals below.
JDN-1963 Originally created by Desi DosSantos