Integrating directly with Remedy ITSM using web services
Web services are the most efficient way of integrating with Remedy IT Service Management (Remedy ITSM), because they eliminate the need to create API applications. With web services, you use a web services client to access the web services functions available in Remedy ITSM (customers, however, can choose to develop their own web service client application).
For example, an event occurs in an event management system that causes the web services client to connect to Remedy ITSM and create an Incident, Problem, Change, Outage record, or Purchase Order ticket.
This integration supports Level 1, Level 2, and Level 3 of service resolution. For more information about the service resolution levels, see BMC Service Resolution levels.
Accessing a web service
You can access a web service using a web service client. For example, using a client such as the SOAP UI, enter the web service URL in the following format to connect to the web service:
List of web services
The following table lists the various web services available that enable direct integration with Remedy Service Desk: Incident Management.
|Name||Introduced in version||Use|
|HPD_IncidentServiceInterface||3.0||To create incidents, manage the incident lifecycle, and add incident work log information.|
|HPD_ IncidentOutboundEvent||3.0.01||To poll against the incident management system to retrieve information about incidents generated from an event management system.|
|AST_CI_Unavailability_Interface||3.5||To create and update CI Unavailability records against a CI in BMC Asset Management.|