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In part one of this two-part series, I went over focusing on low-effort tasks that produce the highest value and ways to increase leverage in...
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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.
This extension is in early access for customers on our Standard and Enterprise plans. Please reach out to email@example.com to enable this extension on your account and get access to the necessary files.
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:
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.
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