This documentation supports the 20.08 version of BMC Helix Multi-Cloud Service Management.To view the documentation for the previous version, select 20.02 from the Product version menu.

Sending and receiving data between Remedy AR System forms and third-party applications

You can use AR System connector to send data to or from any out-of-the-box or custom form that you create in the Remedy AR System. Depending upon the AR server version, AR System connector uses the Webhook or REST API for triggering the connector actions. This AR System connector has the following configuration.


"configuration": {
   "name": "Configuration",
   "description": "Configuration",
   "parameters": [
       {
           "type": "url",
           "required": true,
           "name": "AR Server URL",
           "description": "AR Server URL",
           "systemName": "url"
       },
       {
           "type": "textarea",
           "required": false,
           "name": "AR Form List",
           "systemName": "arFormList",
           "description": "AR Form List to support customer forms"
       },
    ]
}


Example: A user logs into Remedy AR System and creates a custom form or selects any out-of-the-box form. The user updates the AR System connector configuration in the BMC Helix Integration Service and creates a flow between the AR System connector and the vendor connector by defining the trigger conditions and selecting from the list of available actions. The user can now send the Remedy AR form data to the vendor application.

To send data from your application to Remedy AR System form

To send data to or from an existing AR form or any custom form that you create in Remedy AR System, update the AR System connector configuration and then create and execute flows from the connector. The following example illustrates how to send incident form data from BMC Helix Multi-Cloud Broker to Remedy AR System by using the AR System connector.

  1. Log in to BMC Helix Integration Service and search for the AR System connector.

  2. In the connector configuration UI, enter the values for AR Server URL and AR Form List.

    AR Form List for incident, incident worklog, and task forms.

     [
        {
            "label": "Incident",
            "name": "HPD:Help Desk",
            "trigger": "HPD:Help Desk",
            "create": "HPD:IncidentInterface_Create",
            "update": "HPD:IncidentInterface",
           "query":"HPD:Help Desk",
            "resultKeyField": "1000000161",
            "keyField":"1000000161"
        },
       {
            "label": "Incident WorkLog",
            "name": "HPD:WorkLog",
            "trigger": "HPD:WorkLog",
            "create": "HPD:WorkLog"
        },
        {
            "label":"Task",
            "name":"TMS:Task",
            "create":"TMS:Task",
            "update": "TMS:Task"
        }
    ]

    bmc_remedy.png

  3. If the AR server is using a self-signed certificate, copy and paste the certificate content in the Certificate Authority field by performing the following steps:
    1. In the URL path, click Not Secure.
    2. Click Certificate.
    3. Select Details > Copy to File.
    4. On the Download Certificate wizard, click Next.
    5. Select the Base 64 encoded X.509 format, and click Next.
    6. Select the path where you want to download the certificate.

    7. Navigate to the certificate that you downloaded, right-click the certificate, and select the option to edit the certificate.
      In the notepad, the certificate content is displayed.

      Important

      In the Base 64 encoded format, the certificate content should start from BEGIN CERTIFICATE and end with END CERTIFICATE. If you download the certificate in another format, the certificate content is different.

    8. From the notepad, copy the certificate content.
    9. In the AR System connector configuration, in the Certificate Authority field, paste the certificate content.
    10. Save the configuration.
  4. To regenerate the schema for the connector, click Custom Fields > Regenerate.
    custom_field.png
  5. To create a new flow, click My Flows > +Flow Designer.
    flow_designer.png
  6. On the Choose Source tab, select the source for the flow.
    In this example, Multi-Cloud connector is selected.
  7. To execute connector action, select the trigger conditions. In the example, the flow is triggered whenever the summary of an existing incident record is updated with the string Sun.
    trigger.png

  8. Click Next and on the Choose Target tab, select the AR System connector.
    All the available actions defined in the AR Form list are displayed.

    ar_form.png

  9. To map fields between your vendor application and the AR Form fields in the Map Fields, set the field mappings.
    map_fields.png
  10. To add multiple actions to the flow, click Add Action and choose target and actions. In the following example, the Instance id and Incident number from the Create a new incident action is mapped with the subsequent Create a new task action.
    action1.pngaction2.png

  11. To create the new incident with the associated task as configured in the example, run the flow.

    Incident form data is sent to Remedy AR and a new incident is created in ITSM.
    incident_task.png