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BMC provides a flexible model for data integrations to and from its OnDemand services. Integrations may be configured using any approved communication method or adapter.

This topic contains the following information:

Approved integration methods

Any integrated system that communicates using one of the following methods is pre-approved. These types of integrations do not require approval from BMC’s Customization Review Board (CRB).

Method or AdapterDescription
Web Services

This integration technology (XML, WSDL, UDDI, REST and SOAP) allows you to build distributed applications without programming and is the preferred method for integrating with OnDemand services.

  • Use the Set Fields workflow action and a web services object to consume third-party web services in BMC Remedy AR System applications.
  • Remedy does not consume the REST service; it is for third party consumption to Remedy only.
  • Use BMC Remedy AR System to create and publish a Web Services object.
BMC Remedy AR System C API The BMC Remedy AR System API on the server is the most technically complex method. It requires knowledge of C programming and building executables. However, it provides access to all AR System server functionality for a tightly linked and high-performance integration.
BMC Remedy AR System Java APIThe AR System Java API is a collection of Java classes that provide AR System C API functionality in a Java development environment. Developers can use this abstraction layer to quickly build enhanced applications for the web.
BMC Remedy AR System Plug-insAR System clients perform data operations on external systems through the AR System server, plug-in service, and plug-in related APIs. The plug-in service extends the AR System server to integrate with external data sources. The AR System server connects to the plug-in service, which activates the proper plug-in when a transaction is made.
Open Database Connectivity (ODBC) Access

Third-party tools with appropriate permissions can access any information in the AR System database via ODBC. ODBC access is only permitted as read-only and may be granted to the production database. See ODBC access requests for additional information.

BMC Atrium Integrator (AI) adapterThe BMC Atrium Integrator (AI) adapter provides a single method of importing and exporting data to and from AR System and the BMC Remedy ITSM suite. It supports the ability to import and export data from multiple types of data sources. The AI adapter is installed in the BMC cloud and supports text files, Excel files, data in relational databases, data in other AR Server systems, AR data export files (.arx files), and other data sources. It requires use of the BMC Client Gateway.
Managed file transfer (MFT)Flat files may be pushed to a folder on the Mid Tier or AR server (depending on requirements) using the MFT process. Both encrypted and unencrypted connections and transfers are supported, however encryption is recommended. The MFT process moves data to a point where it can be consumed by other mechanisms (such as AI or the Data Management utility) for importing data into OnDemand applications. See Lifecycle Requests for information about how to request FTP directory configuration. See Data Management for more information about the Data Management utility.
Security Assertion Markup Language (SAML)SAML is a standards-based authentication protocol that allows federated authentication between your environment and the OnDemand applications. It is the preferred method for Remedy authentication. See Federated authentication for more information about SAML.
Simple Mail Transfer Protocol (SMTP) transactionsThe inbound and outbound email integration service enables customers to open tickets in their BMC Remedy ITSM environment using email and to receive notification emails for events such as ticket creation, updates, and so on. See Planning email integration with BMC Remedy OnDemand and Inbound and outbound email integration for additional information.
Computer telephony integration (CTI)Computer telephony systems such as Avaya and Cisco can integrate directly to the Smart Recorder feature of Smart IT. If the phone system software also has IVR capabilities, it can pass a verbal description of the issue to Smart Recorder as text. See Integrating Smart IT with phone systems for details.

Reminder:

BMC imposes a 10MB limit on all attachments.

For any integration not using a pre-approved method above, the customer (or their designated onboarding partner) must submit a request to BMC’s CRB in advance of development. See the BMC Remedy OnDemand Customization Policy for additional information.

Non-standard integration methods 

BMC supports the use of Java filters and AR Server Database Connectivity (ARDBC) plug-ins under certain conditions. See Customizations as part of integrations for a detailed summary of what types of customizations are allowed in BMC's cloud, and how to get approval to implement them.

Integration development and maintenance

The BMC Remedy OnDemand customer is responsible for:

  • Procurement, installation, and maintenance of any on-premises integrated system
  • Implementation and configuration of the integration (this typically requires a statement of work from an onboarding partner)
  • Ongoing maintenance of all integrated systems throughout the service term (this includes upgrades required to any on-premises integrated system to ensure version compatibility with the an OnDemand service)
  • Obtaining approval from BMC’s CRB in advance of implementation of any integration not communicating using an approved method
  • Requesting assistance from BMC Remedy OnDemand Operations for port configurations
  • Configuring the BMC Client Gateway on-premises component for an integration requiring low level security (see BMC Client Gateway connectivity for additional information)

Related topics

BMC Remedy AR System REST API overview

BMC Remedy AR System C API overview

BMC Remedy AR System Java API overview

 

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