BMC Remedy Service Desk Incident Management Integration 2.1.2

COMMUNITY SUPPORTED

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.

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 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.


System Requirements

  • 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

Download Resources:

BMC Remedy Incident Management Integration Package (zip) - Windows

Download(69 MB)

BMC Remedy Incident Management Mobile Access Integration Package (zip) - Windows

Download(720 KB)

BMC Remedy Incident Management Integration Package (tar) - Unix

Download(69 MB)

BMC Remedy Incident Management Mobile Access Integration Package (tar) - Unix

Download(720 KB)

Download BMC Remedy Incident Management 2.1.2 Manuals below.

xMatters Reference
JDN-1963 Originally created by Desi DosSantos

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