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Defining external integration for BMC Remedyforce

To define one-way integration

To create a new integration with BMC Remedyforce for one-way-integration, that is, with the aim of only recovering information from BMC Client Management, the administrator needs to be defined via whom the calls are executed:

  1. Go to the Global Settings > External Integration node.
  2. Select Edit > Create BMC Remedyforce Integration .
    The Properties dialog box appears on the screen.
  3. Fill the required data into the following fields:

    Parameter

    Description

    Instance Name

    The name of the external integration, for example, BMC Remedyforce integration for helpdesk tickets.

    Application Type

    The product for which to create the integration.

    Integration Administrator

    Specify the administrator for whom the integration is created by clicking the Select Administrator icon to the right.

  4. Click OK to confirm.

BMC Client Management is now set up for sending alert notifications to BMC Remedyforce and creating incident tickets there, as well as closing tickets in BMC Client Management, once they are resolved in BMC Remedyforce.

To define two-way integration

To create a new integration with BMC Remedyforce for two-way-integration, that is, with the aim of recovering as well as providing information from/to BMC Client Management, proceed as follows:

  1. Go to the Global Settings > External Integration node.
  2. Select Edit > Create BMC Remedyforce Integration .
    The Properties dialog box appears on the screen.
  3. Fill the required data into the following fields:

    Parameter

    Description

    Instance Name

    The name of the external integration, for example, BMC Remedyforce integration.

    Application Type

    The product for which to create the integration.

    Integration Administrator

    Specify the administrator for whom the integration is created by clicking the Select Administrator icon to the right.

    Application Login

    Enter the name of the administrator for which the integration is created. Be aware that the administrator must be a valid Remedyforce administrator.

    Application Password

    Enter the corresponding password.

    Application URL

    Enter the URL to the web server from which the soap services is called, for example,

    https://login.salesforce.com/services/Soap/u/24.0

    To verify that the entered link is valid click the Check Connection button to the right.

    Language

    Select the language in which the incidents is created in the application. All Console languages are available for this choice.

  4. In the list below check the boxes for all events for which an incident ticket is to be created in BMC Remedyforce .

    You will also receive an event notification by email for each incident ticket that is created.

  5. Click OK to confirm.

BMC Client Management is now set up for sending alert notifications to BMC Remedyforce and creating incident tickets there, as well as closing tickets in BMC Client Management , once they are resolved in BMC Remedyforce.

To define event-specific integration

If in the list of all available alerts and events you find that you need integration for a specific alert, you can also set up the external integration for the alert in question directly from this node.

  1. Select the event in the table for which a new external integration is to be defined.
  2. Select Edit > Create BMC Remedyforce Integration .
    The Properties dialog box appears on the screen.
  3. Fill the required data into the following fields:

    Parameter

    Description

    Instance Name

    The name of the external integration, for example, BMC Remedyforce integration.

    Application Type

    The product for which to create the integration. In this case this field is pre-selected and cannot be modified.

    Integration Administrator

    Specify the administrator for whom the integration is created by clicking the Select Administrator icon to the right.

    Application Login

    Enter the name of the administrator for which the integration is created. Be aware that the administrator must be a valid Remedyforce administrator.

    Application Password

    Enter the corresponding password.

    Application URL

    Enter the URL to the web server from which the soap services is called, for example,

    http://localhost:8080/footprints/servicedesk/

    or

    :8080/footprints/servicedesk/" class="external-link" rel="nofollow">https://ServiceCoreServerIpAddress:8080/footprints/servicedesk/. To verify that the entered link is valid click the Check Connection button to the right.

    Language

    Select the language in which the incidents is created in the application. All Console languages are available for this choice.

  4. In the list below the notification box for the selected event is already pre-checked.

    If required you can check further events for notification for this integration.

  5. Click OK to confirm.

The new external integration to BMC Remedyforce will immediately created and activated. This means that from now on the administrator will receive a notification whenever this type of event occurs and an incident ticket will automatically be created in BMC Remedyforce.

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