Remedy connector

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&

Forms

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

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

Datasets

Map selection-type questions to existing SRD questions.

• Priority
• Type of Phone
• Job Role

Service Request Definitions (SRD)

Import metadata for services, including fulfillment workflow, associated questionnaire forms, and action triggers.

Service categories

Import service categories or map Remedy Service Request Management categories to existing categories in the catalog.

Service request

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 output parameters

Submit Service Request With Identifiers output parameters

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 input parameters

The returned object includes the Entry ID.

Use this action to retrieve a record by ID through any form in a Remedy application.

Get Entry input 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 input parameters

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

Get Entries By Query

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 02.

Get Entries by Query input parameters

The returned output includes a data array with multiple entries.

Use this action to update values for an existing record in any form in a connected Remedy system.

Set Entry input 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.

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.

Delete Entry input parameters

No output parameters

Change request

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 input parameters

Create Change Request output parameters

Create Change Request With Identifiers

Create Change Request With Identifiers output parameters

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 Remedy Work Order By ID 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

Create Attachments For Change Request

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.

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 Remedy Work Order input parameters

Create Work Order output parameters

Create Remedy Work Order With Identifiers

Create Work Order With Identifiers output parameters

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

The returned output object returns all available details of a work order.

Get Remedy Work Order By Identifiers

Get Remedy Work Order By Identifiers

Create Attachment For Work Order

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.

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 output 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 ID input parameters

The returned output object returns all available details of an incident.

Get Incident By Identifiers

Get Incident by Identifiers input parameters

Create Attachments For Incident

Required

Connection Id

String

Connection > Remedy

Default Connection ID for this connector.

Required

Srd Id

String

"SRD00001234"

SRD used to create the service request. The status must be Online.

Required

Requested By Login Id

String

Login ID of the user who submitted the request.

Optional

Requested For Login Id

String

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.

Optional

Description

String

Process input > Text variable

Details to be sent to the request handler.

Optional

Cart Id

String

ID of the order's shopping cart.

Optional

Cart GUID

String

GUID of the order's shopping cart.

Optional

Cart Name

String

Description of the order's shopping cart.

Optional 

Expected Date

Date

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.

Optional 

Attachments

String

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

String representation of all questions and responses, including those assigned to process inputs and created questions.

Optional 

Correlation Id

String

System-generated key that identifies the service request to the integration component. For more information, see Waiting-for-a-response.

Optional

Quantity

Integer

Order quantity requested by the self-service user.

Optional

One Time Cost

String

Value of the one-time cost with the system currency appended, for example, 164.50 USD.

Optional

Monthly Cost

String

Value of the monthly cost with the system currency appended, for example, 12.25 USD.

Object

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.

Output

Object

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.

Object

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.

Output

Object

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

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.

The Remedy field ID for Work Order ID is 1000000182.

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.

The Remedy field ID for Work Order ID is 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. The Remedy field ID for Request ID is 1.

Instance ID

String

"AGGAA5V0GFHPPAOUAGHYOTEC30T9X6"

A field for storing a GUID.

The Remedy field ID for Instance ID is 179.

Required

Connection Id

String

Connection > Remedy

Default Connection ID for this connector.

Required

Login

String

Process context > Requested For Login Name

Login ID of the user who requires the service.

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.

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.

Required

Impact

String

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.

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.

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

Optional

Template Name

String

<Project template name>

Optional

Attachments

String

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.

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

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

System-generated key that identifies the service request to the integration component. For more information, see Waiting-for-a-response.

Optional

Product Name

String

Microsoft Word

Optional

Product Model Or Version

String

2007

Optional

Product Manufacturer

String

Microsoft

Optional

Resolution Details

String

<List of steps>

Optional

Resolution Product Name

String

Microsoft Word

Name of the company that manufactures the product provided as part of the resolution.

Optional

Resolution Product Model Or Version

String

2010

The product model or version of the product provided as part of the resolution.

Optional

Resolution Product Manufacturer

String

Microsoft

The manufacturer of the product provided as part of the resolution.

Optional

Operational Category Tier1

String

Add

Optional

Operational Category Tier2

String

User

Optional

Operational Category Tier3

String

Account

Optional

Resolution Operational Category Tier1

String

Add

Optional

Resolution Operational Category Tier2

String

User

Optional

Resolution Operational Category Tier3

String

Account

Optional

Resolution Product Category Tier1

String

Software

Optional

Resolution Product Category Tier2

String

Application

Optional

Resolution Product Category Tier3

String

Productivity

Optional

Other Fields

String

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 quotes to indicate strings.
3. In the Create Incident or Create Incident With Identifiers activity, select Other Fields > Activities > Build Input Set > Output > Inputs.
   Bind the inputs that you have created in Build Input Set.

Note: 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 ).

Object

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.

Output

Object

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.

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.

The Remedy field ID for Incident Number is 1000000161.

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.

The Remedy field ID for Incident Number is 1000000161.

Request ID

 String

"000000000001097"

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

String

"AGGAA5V0GFHPPAOUAHB4OTEDGQTKB4"

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

Required

Connection Id

String

Connection > Remedy

Default Connection ID for this connector.

Required

Login

Login ID of the user who requires the change.

Required

Company

Calbro Services

Company must exist in the Remedy system.

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.

Required

Summary

Process input > Text variable

Summary to be sent to the change handler.

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 

Template Name

Project template name

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.

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

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

System-generated key that identifies the service request to the integration component. For more information, see Waiting-for-a-response.

Optional

Product Name

String

Microsoft Word

Optional

Product Model Or Version

String

2007

Optional

Product Manufacturer

String

Microsoft

Optional

Product Category Tier1

String

Software

Optional

Product Category Tier2

String

Application

Optional

Product Category Tier3

String

Productivity

Optional

Operational Category Tier1

String

Add

Optional

Operational Category Tier2

String

User

Optional

Operational Category Tier3

String

Account

Optional

Class

String

Normal

Optional

Timing Reason

String

Customer need

Optional

Change Reason

String

Upgrade

Optional

Urgency

String

Critical

Optional

Risk Level

String

Level 3

Optional

Other fields

String

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 .)

Object

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.

Output

Object

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.

Required

Connection Id

String

Connection > Remedy

Default Connection ID for this connector.

Required

Request Id

String

000000000000646

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.

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 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.

Infrastructure Change ID 

String

"CR005678"

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

Instance ID

String

"AGGAA5V0GFHPPAOUAFP5OTEBUST9UE"

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

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

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

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.

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%"""

Optional 

Retrieve option

String

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.

Optional

Field IDs to retrieve

String

Activities > Build Input Set > Output > Inputs

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

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

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.

Optional

Query

String

"'SRD_Title'LIKE ""%SRD%"""

Optional

Limit

Integer

"100"

Maximum number of fields to retrieve.

If not specified, 100 is the default value.

Optional

Field IDs to retrieve

String

Activities > Build Input Set > Output > Inputs

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

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

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.

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.