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BMC Remedy Service Desk is an innovative service management platform built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. BMC Remedy will enable PagerDuty users to get alerts when forms are filled out that need immediate attention. This extension replaces our Legacy BMC Service Desk integration.
Note: The following steps in Add Custom Fields can be skipped if the following forms are not already overlaid. Please proceed to the next section for Importing System Data. If any of the following forms are overlaid, please follow the manual instructions for that particular form:
The following steps should be completed in the Mid-Tier UI.
Yes, once the Remedy configuration steps are completed, you can simply create a new extension within PagerDuty for each service you want to connect to Remedy.
Yes, you can map a single Support Group to multiple services within PagerDuty.
No, each service in PagerDuty can only be mapped to a single Support Group in Remedy.
By default, only one company in Remedy can be configured for the integration.
No, auto-assignment must be disabled in order for the integration to function properly.
Mid-Tier represents your Remedy Web server.
ARServer represents your Remedy App server.
Yes, the PagerDuty user account in Remedy should have administrative privileges.
No, only the PagerDuty default account needs administrative privileges; the default you place in your configuration form can be a regular user.
Yes, if any support staff members do not have user accounts in PagerDuty and they take action on the incident, the synchronization between the two systems will break.
How is the assigned group selected for an incident?
During configuration, each service in PagerDuty is mapped to a support group in Remedy, this mapping is then used to determined which support group is assigned to an incident.
How are priorities selected?
Priority is based on the urgency selected in PagerDuty. If the PagerDuty urgency is set to “low”, the priority is set to 4’s in Remedy, otherwise the priority will be set to 2’s.
How does PagerDuty communicate with Remedy?
During configuration, several extensions will be configured in PagerDuty, these essentially act as webhooks that are fired when a change happens to the configured service. The webhook is sent to the Remedy API (not the UI directly) and Remedy parses this information before ingesting it.
How does Remedy call the PagerDuty executable?
During configuration, the location of the executable is specified. Next, filter guides are used to configure the HPD Help Desk form to execute the executable under certain conditions.
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