Using a sample scenario, the following diagram illustrates the information flow in this integration.
Incident ID is sent back to Infrastructure Management.
If Infrastructure Management is running on SSL, you must configure SSL. For information about how to achieve this communication, see Configuring SSL for communication.
For information about importing the required SSL certificates, see Importing SSL certificates.
Infrastructure Management pulls the incident information from BMC Remedy ITSM through the HPD_OutbouboundEventInterface web service. For more information, see Using HPD_ IncidentOutboundEvent web service.