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 support staff assigned to the change request can be notified directly via telephone, email, pager, BlackBerry, or other device. Information about the request will be presented to the approvers and decisions can be made in real-time such as accepting, rejecting, holding, and annotating the change request with informational messages.
Once a response is selected on the recipient’s remote device, xMatters updates the Remedy change request in real-time. The benefit is that this process is immediate – significantly faster than the time required for support staff to handle the change request. In addition, the ability for approvers to update requests remotely allows for requests to be handled quickly and without the approver’s direct involvement.
During the process, every notification, response, and action is logged in xMatters. In addition, xMatters automatically annotates the original Remedy change request 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 Remedy change requests. This Subscription Panel queries the Remedy Server directly in real time to retrieve lists of Support Companies, Support Organizations and Support Groups, removing the need to manually create and maintain these lists.
The integration also includes a synchronization mechanism which implements xMatters web services to load and update Remedy Groups, Users and Devices into xMatters. Depending on the filters, Groups, Users or Devices are automatically synchronized with xMatters whenever they are modified within Remedy. Users can also initiate batch synchronizations.
With the AlarmPoint Mobile Access (Mobile Gateway), the appropriate technician can create, view, and update Remedy change requests directly via a mobile device web browser. Information about Remedy change requests 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 Remedy issues from any mobile device. In addition, the Remedy Change Management integration can be updated to notify AlarmPoint Users on their mobile device with a link to the mobile view of the request, allowing the user to update the change request remotely.
The following components must be installed prior to installing the integration:
- AlarmPoint 3.2.1 patch 004 or later
- AlarmPoint Java Client 3.2.1 or later
- BMC Remedy Action Request System 7.1.00
- BMC Remedy Mid Tier 7.1.00
- BMC Remedy Change Management 7.0.03
BMC Remedy Change Management Integration Package (Includes Documentation Manual) - Windows
Download (53 MB)
BMC Remedy Change Management Mobile Access Integration Package (Includes Documentation Manual) - Windows
Download (1 MB)
|BMC Remedy Change Management Integration Package (Includes Documentation Manual) - Unix||
Download (53 MB)
Download BMC Remedy Change Management Integration 2.0 Documentation Manuals below.
JDN-1429 Originally created by Desi DosSantos