Remedy connector

The Remedy connector supplies elements to the process designer palette that you can embed into fulfillment workflows. The elements enable you to perform, create and update actions through any Remedy form that you select, as well as specific actions to create work orders and service requests, incident requests, and change requests.

The Remedy connector supports only applications built using Remedy 8.1 SP2 or later.

Service connector overview

Service connector capabilities

Workflows for service fulfillment

Configuration parameters for the Remedy connector

Before you can use the Remedy connector to import services, for resource mapping, or in workflows, you must configure the integration to Remedy Action Request System, as described in Integrating Remedy applications with BMC Digital Workplace Catalog. Then, you must configure a connection, as described in Configuring service connectors. The following table describes the parameters required to create a connection:

Parameter	Examples	Description
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&

Resource mapping capabilities

The Remedy connector exposes the following resources that can be mapped to selection-type questions:

Resource	Description	Examples
Data sets	Map selection-type questions to existing SRD questions.	Priority Type of Phone Job Role
Forms	Map selection-type questions to Remedy forms. Filter the returned data using a custom query.	CTM:People AP:Detail CFG:Geography Country

With manual data lookup questions, action triggers are not supported.

Catalog import capabilities

The Remedy connector exposes the following items that can be imported in the Service Queue:

Importable item	Description
Service Request Definitions (SRD)	Import metadata for services, including fulfillment workflow, associated questionnaire forms, and action triggers. The workflow that is generated for a service is not editable. However, you can define a custom workflow for the imported SRD.
Service categories	Import service categories or map Remedy Service Request Management categories to existing categories in the catalog.

For more information, see Importing service catalog items.

Workflow actions available through the Remedy connector

The following table provides an overview of all Remedy connector actions:

Action category	Action	Description	Input parameters	Output parameters
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
Service request	Submit Service Request With Identifiers		Submit Service Request input parameters	Submit Service Request With Identifiers output parameters
Entry	Create 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.
	Get Entry	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	Use this action to find a specific record that is submitted through a form, and retrieve the specified criteria. You can also use this action to retrieve some entry through a search query, so that the output result can be used in subsequent operations used in a workflow. To view the results of the Get Entry by Query, use the subsequent Send In App Notification action. When a notification is sent to the BMC Digital Workplace Catalog, it includes a JSON output with the fields IDs to retrieve.	Get Entry by Query parameters	The returned object includes field IDs and values specified in the Field IDs to retrieve.
	Set Entry	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.
	Delete Entry	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	Create 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 input parameters	Create Change Request With Identifiers output parameters
	Get Change Request By ID	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	Create Remedy 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 Remedy Work Order input parameters	Create Work Order With Identifiers output parameters
	Get Remedy Work Order By ID	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	Create 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 input parameters	Create Incident With Identifiers output parameters
	Get Incident By ID	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

Use cases and workflow examples

The following use cases describe sample workflows with the Remedy connector actions.

Note

To understand the use cases described in this section, you must understand the generic elements of the workflow designer, and know the basic rules of creating workflows.

Use case 1: Create a workflow for a service that sets up a new employee's workplace

The process workflow for this service might consist the following stages:

A department manager submits a service request to set up a workplace for a new employee.
A work order is created for the Facilities group to assign an office to the new employee.
By using the Get Entry By Query action, the system retrieves the Office Number value assigned to the employee.
The retrieved office number value is used as an input for other work orders assigned to teams who can perform their tasks in parallel:
1. Telecommunications group—to set up a phone
2. Networking group—to set up the network
3. IT support—to provide laptop with the installed software
A notification is sent to the service requester when the work is completed.
The service request is closed.

Use case 2: Create a workflow for a service that contains multiple tickets assigned to different teams

A single service might include tasks for different teams, such as a purchase, installation, provisioning, software installation, and configuration. The workflow needs to determine when steps are complete and pass the relevant information from one stage to the next, so that each team in the workflow can fulfill their assignments.

The following workflows shows how a similar service request can be completed in different ways:

By using a Receive Task action

By using a Get Entry by Query action

Input and output parameters for actions

This section describes how you can use Remedy connector actions in the workflows that you build.

Note

Parameters in the process designer element that are not listed do not need to be used.

Input parameters for Submit Service Request and Submit Service Request By Identifiers actions

Both of these actions have the same input parameters described in the following table:

Required	Parameter name	Data type	Examples	Description
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	Process context > Requested By Login Name	Login ID of the user who submitted the request.
Optional	Requested For Login Id	String	Process context > Requested For Login Name	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	Process context > Order ID	ID of the shopping cart of the order.
Optional	Cart GUID	String	Process context > Order GUID	GUID of the shopping cart of the order.
Optional	Cart Name	String	Process context > Order Description	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	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	Answers	String	Process context > Questions And Answers	String representation of all questions and responses, including those assigned to process inputs, and created questions.
Optional	Correlation Id	String	General > Process Correlation ID	System generated key that identifies the service request to the integration component. For more information, see Waiting for a response.
Optional	Quantity	Integer	Process context > Requested Item Quantity	Order quantity requested by the self-service user.
Optional	One Time Cost	String	Process context > Service One Time Cost	Value of one time cost with the system currency appended. Example: 164.50 USD
Optional	Monthly Cost	String	Process context > Service Monthly Cost	Value of the monthly cost with the system currency appended. Example: 12.25 USD

Submit Service Request output parameters

Parameter name	Data type	Examples	Description
Output	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.

Submit Service Request By Identifiers output parameters

Parameter name

Data type

Examples

Description

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.

Input parameters for Create Remedy Word Order and Create Remedy Word Order With Identifiers actions

Both of these actions have the same input parameters described in the following table:

Required	Parameter name	Data type	Example	Description
Required	Connection Id	String	Connection > Remedy	Default Connection ID for this connector.
Required	Contact Login Id	String	Process context > Requested By Login Name	Login ID of the user who submitted the request.
Required	Summary	String	Process input > Text variable	Summary to be sent to the request handler.
Optional	Customer Login Id	String	Process context > Requested For Login Name	Login ID of the user who requires the service. If not specified, the value for Requested By Login Id is used instead.
Optional	Work Order Type	String	Process input > Selection variable Project General	Default: General 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	Description	String	Process input > Text variable	Notes field to be sent to the request handler.
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	Template Name	String	"IT Process Template"	Name of a work order template to use when creating the work order. Can be used in conjunction with custom fields in Detail and Detail2 fields. For more details, how these templates are created, see Creating work order templates .
Optional	Attachments	String	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	Correlation Id	String	General > Process Correlation ID	System generated key that identifies the service request to the integration component. For more information, see Waiting for a response.
Optional	Detail	Input Set	Build Input Set > Output > Inputs	Object that contains custom field labels and values to populate the Detail and Detail 2 tabs of a work order. For information about preparing custom field sets, see the section: Submitting custom fields
Optional	Detail2	Input Set	Build Input Set > Output > Inputs

Submitting custom fields

The Detail and Detail2 parameters take the output of one or more chained Build Input Set activities to assign labels and values for custom fields in the work order to be created. The custom fields are given an index number in the order that the field labels are specified. Populate up to 34 custom fields in a work order by specifying unique field labels the Build Input Set elements that populate either or both Detail or Detail2 fields.

If a field label is declared twice in a process before creating the work order, then the process will update the value of the field that was created earlier.

Details and Details 2 field data types

The custom fields expect values in strict data types. The following table shows the data types expected for each of the 34 fields based on the field index order.

Note

Only the variable data types specified in the following list are supported with the Remedy connector.

Field index	Data type	Work order field relationship
1 to 5	Text	WO Type Field 1 to WO Type Field 5
6 to 7	Date/Time	WO Type Field 6 to WO Type Field 7
8 to 9	Integer	WO Type Field 8 to WO Type Field 9
10 to 23	Text	WO Type Field 10 to WO Type Field 23
24 to 27	Integer	WO Type Field 24 to WO Type Field 27
28 to 30	Text	WO Type Field 28 to WO Type Field 30
31 to 32	Date	WO Type Field 48 to WO Type Field 49
33 to 34	Time	WO Type Field 50 to WO Type Field 51

Create Remedy Work Order output parameters

Parameter name	Data type	Examples	Description
Output	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.

Create Remedy Work Order With Identifiers output parameters

Parameter name

Data type

Examples

Description

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.

Get Remedy Work Order By ID input parameters

Required	Parameter name	Data type	Example	Description
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.

Get Remedy Work Order By Identifiers

Required	Parameter name	Data type	Example	Description
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.

Input parameters for Create Incident and Create Incident With Identifiers actions

Both of these actions have the same input parameters described in the following table:

Required	Parameter name	Data type	Example	Description
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	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	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	General > Process Correlation ID	System generated key that identifies the service request to the integration component. For more information, see Waiting for a response.

Create Incident output parameters

Parameter name	Data type	Examples	Description
Output	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.

Create Incident With Identifiers output parameters

Parameter name

Data type

Examples

Description

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.

Get Incident by ID input parameters

Required	Parameter name	Data type	Example	Description
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.

Get Incident by Identifiers input parameters

Required	Parameter name	Data type	Example	Description
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.

Input parameters for Create Change Request and Create Change Request With Identifiers actions

Both of these actions have the same input parameters described in the following table:

Required	Parameter name	Data type	Example	Description
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		Process context > Requested For Login Name	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	General > Process Correlation ID	System generated key that identifies the service request to the integration component. For more information, see Waiting for a response.

Create Change Request output parameters

Parameter name	Data type	Examples	Description
Output	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.

Create Change Request With Identifiers output parameters

Parameter name

Data type

Examples

Description

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.

Get Change Request by Id input parameters

Required

Parameter name

Data type

Example

Description

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.

Get Change Request by Identifiers input parameters

Required	Parameter name	Data type	Example	Description
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.

Create Entry input parameters

Required	Parameter name	Data type	Example	Description
Required	Connection Id	String	Connection > Remedy	Default Connection ID for this connector.
Required	Form Name	String	"WOI:WorkOrderInterface"	Form name to use for creating a record.
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.
Optional	Correlation Id	String	General > Process Correlation ID	System generated key that identifies the service request to the integration component. For more information, see Waiting for a response.

Get Entry input parameters

Required	Parameter name	Data type	Example	Description
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.

Get Entry by Query input parameters

Required	Parameter name	Data type	Example	Description
Required	Connection Id	String	Connection > Connection ID	Default Connection ID for this connector.
Required	Form Name	String	"SRD:ServiceRequestDefinition"	Remedy form with data to retrieve.
Required	Query	String	"'SRD_Title'LIKE ""%SRD%"""	Search query. The example shows a search query that returns all entries that have "SRD" characters in the SRD title. Note: This action type uses BMC Remedy query syntax. For more information about this query syntax, see Operators, wildcards, keywords, and NULL values .
Optional	Retrieve option	String	Process input > Selection variable: FIRST SINGLE	One of the following options: FIRST (default) returns only first results from the list SINGLE validates the result list of entries, and displays an error if there is more than one entry Tip: Both uppercase and lowercase characters are accepted.
Optional	Field IDs to retrieve	String	"[{""key"":""must be unique"",""value"":1000000019},{""key"":""must be unique2"",""value"":1000000018}]" {""keyname1"":1000000019,""key2"":1000000018}" Activities > Build Input Set > Output > Inputs	The input set that contains the field IDs that should be returned. Note: The Field IDs to retrieve field accepts integer values without quotes.

Set Entry input parameters

Required	Parameter name	Data type	Example	Description
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.

Delete Entry input parameters

Required	Parameter name	Data type	Example	Description
Required	Connection Id	String	Connection > Connection ID	Default Connection ID for this connector.
Required	Form Name	String	"WOI:WorkOrderInterface"	Remedy form to delete.
Required	Request Id	String	"0001234"	ID of record to update.

Remedy connector

Configuration parameters for the Remedy connector

Resource mapping capabilities

Catalog import capabilities

Workflow actions available through the Remedy connector

Use cases and workflow examples

Use case 1: Create a workflow for a service that sets up a new employee's workplace

Use case 2: Create a workflow for a service that contains multiple tickets assigned to different teams

Input and output parameters for actions

Input parameters for Submit Service Request and Submit Service Request By Identifiers actions

Submit Service Request output parameters

Submit Service Request By Identifiers output parameters

Input parameters for Create Remedy Word Order and Create Remedy Word Order With Identifiers actions

Submitting custom fields

Details and Details 2 field data types

Create Remedy Work Order output parameters

Create Remedy Work Order With Identifiers output parameters

Get Remedy Work Order By ID input parameters

Get Remedy Work Order By Identifiers

Input parameters for Create Incident and Create Incident With Identifiers actions

Create Incident output parameters

Create Incident With Identifiers output parameters

Get Incident by ID input parameters

Get Incident by Identifiers input parameters

Input parameters for Create Change Request and Create Change Request With Identifiers actions

Create Change Request output parameters

Create Change Request With Identifiers output parameters

Get Change Request by Id input parameters

Get Change Request by Identifiers input parameters

Create Entry input parameters

Get Entry input parameters

Get Entry by Query input parameters

Set Entry input parameters

Delete Entry input parameters

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