Incident Management integration point

Incident Management integration points are specific to the Self Service form in BMC Remedy AR System. The Incident Management integration defines the forms required when integrating BMC Virtual Agent with the BMC Incident Management component of BMC Remedy ITSM. The Incident Management menu item appears under Integrations in the Virtual Agent Administration Console.

To configure the BMC Incident Management integration

1. Under Integrations in the Virtual Agent Administration Console, click Incident Management.
   The Incident Management Integration pane appears.
   
   
2. Enter the following information:
   • Chat Queue Assignment: Select Company, Support Group, or Ignore.
   • ITSM Server: Type the name or IP address of the BMC Remedy ITSM Server.
   • CTM People Form Name: Verify the name of the People form, usually CTM:People.
   • Help Desk Form: Verify the name of the Help Desk form, usually HPD:HelpDesk.
   • Problem Investigation Form: Not used.
   • Change Management Form: Not used.
   • Support Group Lookup Form: Verify the name of the Support Group Lookup form, usually CTM:Support Group Assoc LookUp.
   • Company Form: Verify the name of the Company form, usually COM:Company.
   • (Version 8.1.01 and later) Synch Companies: Click to update the company information in BMC Virtual Agent.