Use Case

  • Listen for new Ops Bridge Events to create new Remedy Incidents
  • Synchronize any updates to either Ops Bridge Events or Remedy Incidents, like title, description, urgency, comments, etc. to the other system

  • Fully supported Forwarding tab of the Ops Bridge Events

Requirements

This section provides information about the integration and network requirements.

Integration Requirements


OpsBridge RequirementsBMC Remedy Requirements

Access Details

  • Instance URL 

  • The auto-generated credentials from the Connected Server

  • Instance (AR System) REST URL

  • Integration User

Permissions

  • Connected Server
    • Type "External Event Processing"
    • Enabled "Synchronize and transfer control" option
  • Incident Master and Incident Viewer
    • Support Staff = YES (member of support group)
    • Access Restriction = Unrestricted Access

      Advanced
      • Create Incident
        • Incident Master
      • Update Incident
        • Incident Master
      • Fetch Incident
        • Incident Viewer
      • Update Event
        • Incident Viewer
Environment
  • N/A

Network Requirements


Network Requirements
Communication
  • Operations Bridge → ZigiOps (9494)
  • ZigiOps → BMC Remedy (80/443)
  • ZigiOps → Operations Bridge (80/443)

Setup

To enable the integration, you should follow the steps below.

  1. You should start with the selection of the integrated systems and the integrated entities. The integrated entities should be pre-selected if there are no issues with the credentials/permissions, used in the connected systems configuration.

    Example
  2. Press the Save button to save the changes.

    Example
  3. You should enable the operations to start the integration.

    Example

Operations Explanation

This section provides information about the predefined operations of this integration template, including the default field mapping configuration. Each operation consists of two tabs - Source, Field Map . The Source tab contains the trigger, trigger conditions and expressions configuration. The Field Map tab contains the mapping configuration. 

Test Connection

This operation registers a web service listener on the ZigiOps host, which listens on specific port and path. It is designed to accept the "Test Connection" requests, sent by the Operations Bridge connected server and respond accordingly.


Example

Create Incident

This operation registers a web service listener on the ZigiOps host, which listens on specific port and path. It is designed to accept the incoming requests, sent by the Operations Bridge connected server and respond accordingly. When a new event is transferred, the Operations Bridge connected server sends a request to the ZigiOps listener. The request is accepted by ZigiOps, then it is internally processed through the field mapping configuration, and finally, a request is sent to BMC Remedy to create a new Incident.

Source

From the this tab you could customize the listener protocol, port, path, and expressions or use the defaults.

Example

Field Map

From this tab you could customize the field, value, and conditional mappings, which suit your requirements.

Example

Update Incident

This operation registers a web service listener on the ZigiOps host, which listens on specific port and path. It is designed to accept the incoming requests, sent by the Operations Bridge connected server and respond accordingly. When an already transferred event is updated, the Operations Bridge connected server sends a request to the ZigiOps listener. The request is accepted by ZigiOps, then it is internally processed through the field mapping configuration, and finally, a request is sent to BMC Remedy to update the corresponding Incident.

Source

From this tab you could customize the listener protocol, port, path, and expressions or use the defaults.

Example

Field Map

From this tab you could customize the field, value, and conditional mappings, which suit your requirements.

Example

Fetch Incident

This operation registers a web service listener on the ZigiOps host, which listens on specific port and path. It is designed to accept the incoming requests, sent by the Operations Bridge connected server and respond accordingly. When you click on the Forwarding tab of a transferred Operations Bridge event, the Operations Bridge connected server sends a request to the ZigiOps listener. The request is accepted by ZigiOps, then it is internally processed through the field mapping configuration, and finally, a request is sent to BMC Remedy to retrieve information from the corresponding BMC Remedy incident, which is displayed directly in the event.

Source

From this tab you could customize the listener protocol, port, path, and expressions or use the defaults.

Example

Field Map

From this tab you could customize the field, value, and conditional mappings, which suit your requirements.

Example

Update Event

This operation polls the data via the Remedy AR System REST. It is designed to detect any changes to the incident , created by the integration and synchronize them with the corresponding Operations Bridge event, as per the mapping, configured on ZigiOps side.

Source

From this tab you could customize the polling interval, trigger conditions and expressions or use the defaults.

Example

Field Map

From this tab you could customize the field, value, and conditional mappings, which suit your requirements.

Example

Recommendations

This section provides information about the recommended considerations, which should be taken into account, before starting the integration.

Correlation

It is recommended to keep the default correlation configuration, unless you're familiar with the integration and the specifics of the integrated systems. You could contact our support team for assistance, prior further changes to the correlation configuration.

Mapping

The predefined templates are complied with the specifics of the integrated systems. It is recommended to confirm if your integrated systems have any required fields, which must be reported, so you could map them accordingly. Please note that if a required field is not mapped, the operation might fail. In this case, you could review the troubleshooting page for more information about the operation's execution history.

Required Fields

Please note that the below fields are required by default. It is highly recommended to map all required fields before starting the integration.

FieldValueAction
first_nameJohnCreate Incident
last_nameDoeCreate Incident
companyCalbro ServicesCreate Incident
service_typeUser Service RequestCreate Incident
reported_sourceSystems ManagementCreate Incident
z1d_actionMODIFYUpdate Incident