Remedy connector

server-itsm-example.com

server-itsm-example

172.16.0.122

0

2222

46262

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

Map selection-type questions to existing SRD questions.

• Priority
• Type of Phone
• Job Role

Map selection-type questions to Remedy forms. Filter the returned data using a custom query.

• CTM:People
• AP:Detail
• CFG:Geography Country

Submit Service Request

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

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

Submit Service Request input parameters

Submit Service Request With Identifiers output parameters

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.

The returned object includes the Entry ID.

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 input parameters

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

Use this action to find specific records submitted through a form, and to retrieve multiple records.

After you retrieve multiple data records, you can pass the data to other activities in a workflow by using a multi-instance loop. For more details about how to use a multi-instance loop to process multiple arrays of data, see Processing data sequentially and in parallel.

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 administrative tasks like cleaning up old or orphaned records or removing after archiving.

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

The 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 be used in other actions in a workflow.

Create Change Request With Identifiers

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

The 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 used in other actions in a workflow.

Get Change Request By Identifiers

Get Change Request By Identifiers input parameters

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.

The 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 used in other actions in a workflow.

Create Work Order output parameters

Create Remedy Work Order With Identifiers

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

The 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 used in other actions in a workflow. 

Get Remedy Work Order By ID input parameters

Get Remedy Work Order By Identifiers

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.

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

Create Incident input parameters

Create Incident With Identifiers

Create Incident With Identifiers output parameters

Use these actions to retrieve incidents by IDs.

The 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 used in other actions in a workflow.

Get Incident By Identifiers

Get Incident by Identifiers input parameters

Srd Id

Login ID of the user who submitted the request.

Login ID of the user who requires the service.

If a login ID is not specified, the value for Requested By Login Id is used.

Details to be sent to the request handler.

Process input > Date variable

User-submitted date for the service request to be completed.

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

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.

REQ1797

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

REQ1797;

SRGAA5V0GFHPPAOUA6BOOTE2HB;

000000000001789;

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

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

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

Login ID of the user who submitted the request.

Login ID of the user who requires the service.

If a login ID is not specified, the value for Requested By Login Id is used.

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.

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.

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.

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 Submitting custom fields.

Key5 = "ADateTime"

Value5 = "Actual End Date"

Specify any other input mappings that are not available in the default input map list and Remedy Service Request Management. This parameter consumes the inputs of the Build Input Set activity. You can create any number of custom parameters through Build Input Set and feed them into the Create Remedy Work Order and Create Remedy Work Order With Identifiers activities.

To add custom parameters through Other Fields:

1. Add the Build Input Set activity to the canvas, and click it.
2. Add Key-Value pairs (for example, Key1 = "Status", Value1 = "Completed").
   Use double quotation marks to indicate strings.
3. In the Create Remedy Work Order or Create Remedy Work Order With Identifiers activity, select Other Fields > Activities > Build Input Set > Output > Inputs.
   You have bound the inputs of Build Input Set with the Work Order activity.

Although Build Input Set has only ten Key-Value pairs, you can chain as many as you want. (Add Build Input Set 1 to the canvas, and feed the output of Build Input Set into Input Set1 of Build Input Set 1. You can feed the output of Build Input Set 1 into Create Remedy Work Order or Create Remedy Work Order With Identifiers.)

REQ1797

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

000000000010792;

AGGAA5V0GFHPPAOUAGHYOTEC30T9X6;

WO10918;

Request ID—A system field that is added by default to all Remedy forms and can be used in follow-on workflow activities. The Remedy field ID for Request ID is 1. The Request ID in the output is from the WOI:WorkOrderInterface_Create form.

Instance ID—A field for storing a GUID. The Remedy field ID for Instance ID is 179. The Instance ID in the output is from the WOI:WorkOrder form.

Work Order ID —Remedy shows this ID to users as a work order number. The Remedy field ID for Work Order ID is 1000000182. The Work Order ID in the output is from the WOI:WorkOrder form.

Required

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

At least one of the parameters is required

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

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

A field for storing a GUID.

Login

Process context > Requested For Login Name

Login ID of the user who requires the service.

Service Type

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.

Status

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.

Impact

Process input > Selection variable:

• 1-Extensive/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.

Urgency

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.

Reported Source

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.

Summary

Notes

Submitter

Process context > Requested By Login Name

Login ID of the user who submitted the request.

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

Template Name

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.

If you specify this field, you must also specify the Work Info Type field.

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

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.

Key5 = "Urgency"

Value5 = "3-Medium"

Specify any other input mappings that are not available in the default input map list and BMC Service Request Management. This parameter consumes the inputs of the Build Input Set activity. You can create any number of custom parameters through Build Input Set and feed them into the Create Incident or Create Incident With Identifiers activities.

To add custom parameters though Other Fields:

1. Add the Build Input Set activity to the canvas, and click it.
2. Add Key-Value pairs (for example, Key1 = "Vendor Ticket Number", Value1 = "55501").
   Use double quotation marks to indicate strings.
3. In the Create Incident or Create Incident With Identifiers activity, select Other Fields > Activities > Build Input Set > Output > Inputs.
   You have bound the inputs of Build Input Set with the Incident activity.

Although Build Input Set has only ten Key-Value pairs, you can chain as many of them as you want. (Add Build Input Set 1 to the canvas, feed the output of Build Input Set into Input Set1 of Build Input Set 1. The output of Build Input Set 1 can be fed into Create Incident or Create Incident With Identifiers).

REQ1797

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

000000000010792;

AGGAA5V0GFHPPAOUAGHYOTEC30T9X6;

WO10918;

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

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

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

Remedy shows this ID to users as an incident number.

At least one of the parameters is required

Remedy shows this ID to users as an incident number.

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

A field for storing a GUID. The Remedy field ID for Instance ID is 179.

Company must exist in the Remedy system.

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.

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.

Calbro Services US

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.

If you specify this field, you must also specify the Work Info Type field.

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

Key5 = "Vendor Ticket Number"

Value5 = "abc"

Specify any other input mappings that are not available in the default input map list and BMC Service Request Management. This parameter consumes the inputs of the Build Input Set activity. You can create any number of custom parameters through Build Input Set and feed them into the Create Change Request and Create Change Request With Identifiers activities.

To add custom parameters through Other Fields:

1. Add the Build Input Set activity to the canvas, and click it.
2. Add Key-Value pairs (for example, Key1 = "Description", Value1 = "Other field").
   Use double quotation marks to indicate strings.
3. In the Create Change Request or Create Change Request With Identifiers activity, select Other Fields > Activities > Build Input Set > Output > Inputs.
   You have bound the inputs of Build Input Set with the Change Request activity.

Although Build Input Set has only ten Key-Value pairs, you can chain as many of them as you want. (Add Build Input Set 1 to the canvas, feed the output of Build Input Set into Input Set1 of Build Input Set 1. The output of Build Input Set 1 can be fed into Create Change Request or Create Change Request With Identifiers.)

REQ1797

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

000000000010792;

AGGAA5V0GFHPPAOUAGHYOTEC30T9X6;

CR10918;

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

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

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

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

At least one of the parameters is required

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

Remedy shows this ID to users as a change request number. The Remedy field ID for Infrastructure ID is 1000000182.

A field for storing a GUID. The Remedy field ID for Instance ID is 179.

Object that contains custom field labels and values to populate fields that the form requires. See Building a custom input map in a workflow.

Process input > Selection variable:

• FIRST
• SINGLE

One of the following options:

• FIRST (the default) returns only the first results from the list.
• SINGLE validates the result list of entries, and displays an error if there is more than one entry.

Tip: Uppercase and lowercase characters are accepted.

Activities > Build Input Set > Output > Inputs

Enter the input set that contains the field IDs that should be returned.

The Field IDs to retrieve field accepts integer values without quotes.

Maximum number of fields to retrieve.

If not specified, 100 is the default value.

Activities > Build Input Set > Output > Inputs

Enter the input set that contains the field IDs that should be returned.

The Field IDs to retrieve field accepts integer values without quotes.

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

See Building a custom input map in a workflow.