Remedy connector

Host

server-itsm-example.com

server-itsm-example

172.16.0.122

Name or IP address of the host Remedy server.

Port

0

2222

46262

Port number for service-level access.

User

Allen

Login name and password of a user with AR Administrator permission.

User password

Passw0rd&

Service request

Submit Service Request

Use these actions to submit a service request into a connected Remedy Service Request Management system.

Submit Service Request With Identifiers action is similar to Submit Service Request, but includes additional output Identifier fields that can be be referenced in the other actions in a workflow.

Submit Service Request input parameters

Submit Service Request output parameters

Submit Service Request With Identifiers output parameters

Entry

Use this action to create a record through any form in a Remedy system.

When an entry is created, the system returns an Entry ID.

Create Entry parameters

The returned object includes the Entry ID.

Use this action to retrieve a record by ID through any form in a Remedy application.

Get Entry parameters

The returned object includes a map with keys and values.

The specific fields that are returned depend on the specific record that is returned.

Get Entry by Query parameters

The returned object includes field IDs and values specified in the Field IDs to retrieve.

Use this action to update values for an existing record in any form in a connected Remedy system.

Set Entry parameters

The returned object includes a map with keys and values.

The specific fields that are returned depend on the specific record that is returned.

Use this action to delete a record referenced by ID.

This action might be necessary when a catalog administrator needs to perform some administrative tasks like cleaning up old records, orphaned records or removing after archiving.

Delete Entry parameters

No output parameters

Change request

Use these actions to create change requests with optional attachments or through a template.

Create Change Request With Identifiers action is similar to Create Change Request. It has the same parameters, but includes additional output Identifier fields that might need to be referenced in other actions in a workflow.

Create Change Request input parameters

Create Change Request output parameters

Create Change Request With Identifiers

Create Change Request With Identifiers output parameters

Use these actions to retrieve a change request by its IDs, and return an object that contains the details of a change request.

Get Change Request By Identifiers action is similar to Get Change Request By ID. It has the same parameters, but includes additional input Identifier fields that might be referenced in other actions in a workflow.  

Get Change Request input parameters

The returned output object returns all available details of a change request.

Get Change Request By Identifiers

Get Change Request By Identifiers input parameters

Work order

Use these actions to create work orders by defining mandatory fields (summary, description), and optional custom fields, such as attachments. You can also create a work order by applying a template.

Create Remedy Work Order With Identifiers action is similar to Create Remedy Work Order. It has the same parameters, but includes additional output Identifier fields that might be necessary to be referenced in other actions in a workflow.

Create Remedy Work Order input parameters

Create Work Order output parameters

Create Remedy Work Order With Identifiers

Create Work Order With Identifiers output parameters

Use these actions to retrieve a work order by its IDs, and return an object that contains the work order details.

Get Remedy Work Order By Identifiers action is similar to Get Remedy Work Order By ID. It has the same parameters, but includes additional input Identifier fields that might be retrieved, so that they can be used in other  actions in a workflow. 

Get Remedy Work Order input parameters

The returned output object returns all available details of a work order.

Get Remedy Work Order By Identifiers

Get Remedy Work Order By Identifiers input parameters

Incident

Use these actions to create incidents by defining mandatory fields, and optional custom fields, such as attachments. You can also create an incident by applying a template.

Create Incident With Identifiers action is similar to Create Incident. It has the same parameters, but includes additional output Identifier fields that might be necessary to be referenced in other  actions in a workflow.

Create Incident input parameters

Create Incident output parameters

Create Incident With Identifiers

Create Incident With Identifiers output parameters

Use these actions to retrieve incidents by IDs.

Get Incident By Identifiers action is similar to Get Incident By ID. It has the same parameters, but includes additional input Identifier fields that might be retrieved, so that they can be used in  other  actions in a workflow. 

Get Incident input parameters

The returned output object returns all available details of an incident.

Get Incident By Identifiers

Get Incident By Identifiers input parameters

Required

Connection Id

String

Connection > Remedy

Default Connection ID for this connector.

Required

Srd Id

String

"SRD00001234"

SRD used to create the service request. Must be in status: Online

Required

Requested By Login Id

String

Login ID of the user who submitted the request.

Optional

Requested For Login Id

String

Login ID of the user who requires the service.

If not specified, the value for Requested By Login Id is used instead.

Optional

Description

String

Process input > Text variable

Details to be sent to the request handler.

Optional

Cart Id

String

ID of the shopping cart of the order.

Optional

Cart GUID

String

GUID of the shopping cart of the order.

Optional

Cart Name

String

Description of the shopping cart of the order.

Optional 

Expected Date

Date

Process input > Date variable

User submitted date for service request to be completed.

If not specified, the field is populated based on the SRD rules.

Optional 

Attachments

String

String array of attachment ID values that is submitted by using a Text process input.

In the associated questionnaire, map the Text process input to an Attachment question.

Optional 

Answers

String

String representation of all questions and responses, including those assigned to process inputs, and created questions.

Optional 

Correlation Id

String

System generated key that identifies the service request to the integration component. For more information, see Waiting-for-a-response.

Optional

Quantity

Integer

Order quantity requested by the self-service user.

Optional

One Time Cost

String

Value of one time cost with the system currency appended. Example: 164.50 USD

Optional

Monthly Cost

String

Value of the monthly cost with the system currency appended. Example: 12.25 USD

Object

REQ1797

Request ID—A system field added by default to all Remedy forms that can be used in follow-on workflow activities.
Remedy field ID=1.

Output

Object

REQ1797;

SRGAA5V0GFHPPAOUA6BOOTE2HB;

000000000001789;

Request ID—A system field added by default to all Remedy forms that can be used in follow-on workflow activities.
Remedy field ID=1.

Instance ID—A field for storing a GUID. Remedy field ID=179.

SysRequest—Remedy shows this ID to users as a service request number.
Remedy field ID=1000000829.

Object

REQ1797

Request ID—A system field added by default to all Remedy forms that can be used in follow-on workflow activities.
Remedy field ID=1.

Output

Object

000000000010792;

AGGAA5V0GFHPPAOUAGHYOTEC30T9X6;

WO10918;

Request ID—A system field added by default to all Remedy forms that can be used in follow-on workflow activities.
Remedy field ID=1.

Instance ID—A field for storing a GUID. Remedy field ID=179.

Work Order ID —Remedy shows this ID to users as a work order number. Remedy field ID=1000000182.

Required

Connection ID

String

Connection > Remedy

Default Connection ID for this connector.

Required

Work Order ID

String

"WO10918"

Remedy shows this ID to end users as a work order number.

Remedy field ID=1000000182.

Required

Connection ID

String

Connection > Remedy

Default Connection ID for this connector.

At least one of the parameters is required

Work Order ID

String

"WO10918"

Remedy shows this ID to end users as a work order number.

Remedy field ID=1000000182.

Request ID

String

"000000000010792"

A system field added by default to all Remedy forms. It might be useful in certain follow-on workflow activities. Remedy field ID=1.

Instance ID

String

"AGGAA5V0GFHPPAOUAGHYOTEC30T9X6"

A field for storing a GUID.

Remedy field ID=179.

Required

Connection Id

String

Connection > Remedy

Default Connection ID for this connector.

Required

Service Type

String

Process input > Selection variable:

• User Service Restoration
• User Service Request
• Infrastructure Restoration
• Infrastructure Event

Specify the most appropriate value, or offer the user a selection.

Tip: In the questionnaire, you can build a list of values by using Map to Dataset to select a list that matches the parameter name.

Required

Impact

String

Process input > Selection variable:

• 1Extensive/Widespread
• 2-Significant/Large
• 3-Moderate/Limited
• 4-Minor/Localized

Specify the most appropriate value, or offer the user a selection.

Tip: In the questionnaire, you can build a list of values by using Map to Dataset to select a list that matches the parameter name.

Required

Urgency

String

Process input > Selection variable:

• 1-Critical
• 2-High
• 3-Medium
• 4-Low

Specify the most appropriate value, or offer the user a selection.

Tip: In the questionnaire, you can build a list of values by using Map to Dataset to select a list that matches the parameter name.

Required

Reported Source

String

Process input > Selection variable:

• Direct Input
• Email
• External Escalation
• Fax
• Systems Management
• Phone
• Voice Mail
• Walk In
• Web
• Other
• BMC Impact Manager Event

Specify the most appropriate value, or offer the user a selection. Example: Most self-service requests should be reported as from Web or Direct Input.

Tip: In the questionnaire, you can build a list of values by using Map to Dataset to select a list that matches the parameter name.

Required

Summary

String

Process input > Text variable

Summary to be sent to the request handler.

Required

Login

String

Process context > Requested For Login Name

Login ID of the user who requires the service.

Optional 

Status

String

Process input > Selection variable:

• New
• Assigned
• In Progress
• Pending
• Resolved
• Closed
• Cancelled

Default: Assigned

Specify the most appropriate value, or offer the user a selection.

Tip: In the questionnaire, you can build a list of values by using Map to Dataset to select a list that matches the parameter name.

 Optional

Notes

String

Process input > Text variable

Notes field to be sent to the request handler.

 Optional

Submitter

String

Process context > Requested By Login Name

Login ID of the user who submitted the request.

If not specified, the value for Requested By Login Id is used instead.

 Optional

Template Name

String

<Project template name>

Name of an incident template to use. For more details about how these templates are created in BMC Remedy IT Service Management, see Configuring Incident Management templates

 Optional

Attachments

String

String array of attachment ID values that is submitted by using a Text process input.

In the associated questionnaire, map the Text process input to an Attachment question.

 Optional

Work info notes

String

"Attachment for an incident entry"

When attachments are submitted, the default value is: Attachment for an incident entry.

 Optional

Work info type

String

Process input > Selection variable:

Customer Inbound

• Customer Communication
• Customer Follow-up
• Customer Status Update

Customer Outbound

• Closure Follow Up
• Detail Clarification
• General Information
• Resolution Communications
• Satisfaction Survey
• Status Update

General

• Incident Task / Action
• Problem Script
• Working Log
• Email System
• Paging System
• BMC Impact Manager Update
• Chat

Vendor

• Vendor Communication

Default: None

Specify the most appropriate value, or offer the user a selection.

Tip: In the questionnaire, you can build a list of values by using Map to Dataset to select a list that matches the parameter name.

 Optional

Correlation Id

String

System generated key that identifies the service request to the integration component. For more information, see Waiting-for-a-response.

Object

REQ1797

Request ID—A system field added by default to all Remedy forms that can be used in follow-on workflow activities.
Remedy field ID=1.

Output

Object

000000000010792;

AGGAA5V0GFHPPAOUAGHYOTEC30T9X6;

WO10918;

Request ID—A system field added by default to all Remedy forms that can be used in follow-on workflow activities.
Remedy field ID=1.

Instance ID—A field for storing a GUID. Remedy field ID=179.

Incident Number —Remedy shows this ID to users as an incident number. Remedy field ID=1000000161.

Required

Connection Id

String

Connection > Remedy

Default Connection ID for this connector.

Required

Incident Number

String

"INC1221"

Remedy shows this ID to users as an incident number.

Remedy field ID=1000000161.

Required

Connection Id

String

Connection > Remedy

Default Connection ID for this connector.

At least one of the parameters is required

Incident Number

String

"INC1221"

Remedy shows this ID to users as an incident number.

Remedy field ID=1000000161.

Request ID

 String

"000000000001097"

A system field added by default to all Remedy forms. It might be useful in certain follow-on workflow activities.

Remedy field ID=1.

Instance ID

String

"AGGAA5V0GFHPPAOUAHB4OTEDGQTKB4"

A field for storing a GUID.

Remedy field ID=179.

Required

Connection Id

String

Connection > Remedy

Default Connection ID for this connector.

Required

Summary

Process input > Text variable

Summary to be sent to the change handler.

Required

Login

Login ID of the user who requires the change.

Required

Company

Calbro Services

Company must exist in the Remedy system.

Optional 

Location Company

String

Calbro Services US

The Location company must exist in the Remedy system. The Location Company is defined in the Company+ field in the Create Change Request form.

 Optional 

Status

Process input > Selection variable

• Draft
• Request For Authorization
• Request For Change
• Planning In Progress
• Scheduled For Review
• Scheduled For Approval
• Scheduled
• Implementation In Progress
• Pending
• Rejected
• Completed
• Closed
• Cancelled

Default: Scheduled

Specify the most appropriate value, or offer the user a selection.

Tip: In the questionnaire, you can build a list of values by using Map to Dataset to select a list that matches the parameter name.

 Optional 

Priority

String

Process input > Selection variable

• Critical
• High
• Medium
• Low

Default: Low

Specify the most appropriate value, or offer the user a selection.

Tip: In the questionnaire, you can build a list of values by using Map to Dataset to select a list that matches the parameter name.

 Optional 

Desc

Process input > Text variable

Notes field to be sent to the change handler.

 Optional 

Template Name

Project template name

Name of a template to use when creating the change request. For more details about how these templates are created in BMC Remedy IT Service Management, see Configuring change templates.

 Optional 

Attachments

Process input > Text variable

String array of attachment ID values that is submitted by using a Text process input.

In the associated questionnaire, map the Text process input to an Attachment question.

 Optional 

Work info notes

Attachment for a change request entry

When attachments are submitted, the default value is: Attachment for a change request entry.

 Optional 

Work info type

Process input > Selection variable

Requirements

• Business Justification
• Requirements

Analysis

• Change Assessment
• Potential Problems
• Risk Assessment
• Service Impact Assessment

Build

• Backout Plan
• Business Design
• Development
• Install Plan
• Technical Design
• Test Plan

Execution

• Backout Results - Details
• Install Results - Details
• Test Results - Details

Closure

• Cancellation Information
• Post implementation Review

Audit

• Configuration Audit
• SLM Compliance Audit
• SLM Process Review

General

• General Information
• Rejection Information
• Email System
• Paging System
• Chat

A known value from the list must be specified.

 Optional 

Correlation Id

String

System generated key that identifies the service request to the integration component. For more information, see Waiting-for-a-response.

Object

REQ1797

Request ID—A system field added by default to all Remedy forms that can be used in follow-on workflow activities.
Remedy field ID=1.

Output

Object

000000000010792;

AGGAA5V0GFHPPAOUAGHYOTEC30T9X6;

CR10918;

Request ID—A system field added by default to all Remedy forms that can be used in follow-on workflow activities.
Remedy field ID=1.

Instance ID—A field for storing a GUID. Remedy field ID=179.

Infrastructure Change ID—Remedy shows this ID to users as an change request number. Remedy field ID=1000000182.

Required

Connection Id

String

Connection > Remedy

Default Connection ID for this connector.

Required

Request Id

String

000000000000646

A system field added by default to all Remedy forms. It might be useful in certain follow-on workflow activities.

Remedy field ID=1.

Required

Connection Id

String

Connection > Remedy

Default Connection ID for this connector.

At least one of the parameters is required

Request Id

String

"000000000000646"

A system field added by default to all Remedy forms. It might be useful in certain follow-on workflow activities.

Remedy field ID=1.

Infrastructure Change ID 

String

"CR005678"

Remedy shows this ID to users as a change request number.

Remedy field ID=1000000182.

Instance ID

String

"AGGAA5V0GFHPPAOUAFP5OTEBUST9UE"

A field for storing a GUID.

Remedy field ID=179.

Required

Connection Id

String

Connection > Remedy

Default Connection ID for this connector.

Required

Form Name

String

"WOI:WorkOrderInterface"

Remedy form with data to retrieve.

Required

Request Id

String

"0001234"

ID of record with data to retrieve.

Required

Connection Id

String

Connection > Connection ID

Default Connection ID for this connector.

Required

Form Name

String

"WOI:WorkOrderInterface"

Remedy form to update.

Required

Request Id

String

"0001234"

ID of record to update.

Required

Field Values

Input Set

Build Input Set > Output > Inputs

Object that contains custom field labels and values to populate fields required by the form.

See Building-a-custom-input-map-in-a-workflow.