BMC Remedy ITSM Integration v5.1.2

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.


With the xMatters & BMC Remedy ITSM integration, incident assignees can be notified directly via push notification, voice message, SMS or email.

Information about the incident or change request will be presented to the message recipients and direct actions can be made in real-time such as owning, ignoring, approving, rejecting, closing, and updating the tickets with informational annotations.


Once a response is submitted from the recipient’s remote device, xMatters will immediately update Remedy ITSM. 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 direct 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 also annotates Remedy ITSM 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 offers optional subscriptions to Remedy ITSM events.


System Requirements


  • xMatters On-Demand
  • xMatters Integration Agent 5.1.8

BMC Remedy OnDemand

  • BMC Remedy ITSM 8.1

Download Resources

BMC Remedy ITSM Incident Management Integration Package - zip

Download (2 MB)

The latest version of the xMatters for BMC Remedy ITSM integration guide is included in the ZIP file, or you can download it separately:

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  • 0
    Don Clark

    Updated the integration to version 5.1.2!

    Included in this release are a couple of bug fixes (INTA-3980 and SUP-15339 if, like me, you're into internal xMatters reference numbers), along with a fix for the issue discussed in this knowledge base article (SUP-14784).

  • 0
    Lei Liu

    Version 5.0.1 package missed an Escalation (Remedy object) called XM:Event Injection Retry. Version 4.1.0 package has it.

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