BMC Remedy Service Desk

Details

BMC Remedy Service Desk: GroundWork Monitor Connector to BMC Remedy Service Desk (Remedy) integrates GroundWork Monitor with the BMC Remedy Service Desk incident management application.

GroundWork Monitor Connector to BMC Remedy Service Desk:

The GroundWork Monitor Connector to BMC Remedy enables Remedy tickets to be populated with detailed GroundWork Monitor data (including status, device, and last message information). GroundWork Monitor alarms alert operators to create tickets. Alarm events are automatically cleared when tickets in Remedy are closed.

Benefits:

By integrating GroundWork Monitor with your ticketing system, you cut problem resolution time. Tickets are automatically populated with all relevant GroundWork Monitor data, which makes information readily accessible. You can ensure accurate planning and forecasting because all faults are logged in the Remedy incident management system.

The GroundWork Monitor Connector enables automated integration of your monitoring system and your ticketing system. This eliminates the inconsistencies, errors, and omissions inherent in a manual process and results in quicker resolution times, as tickets always contain current, detailed information.

How It Works:

The GroundWork Connector adds a Create a HelpDesk Ticket action to the GroundWork Event Console. Using Create a HelpDesk Ticket, an Operator can select alarm events and transfer the details to new tickets within Remedy. The newly created ticket numbers appear in the Event Console.

When tickets are closed in Remedy, the GroundWork Monitor Connector automatically detects the change and updates the corresponding alarm events in the Event Console, ensuring a consistent view between systems.

The GroundWork Monitor Connector communicates with Remedy using the ARSPerl libraries either with RPC calls or fixed TCP port connections.

Requirements

• RPC or fixed TCP port methods used for connectivity between GroundWork Monitor server and BMC Remedy server.
• BMC Remedy user account for opening and updating tickets.
• BMC Remedy schema details.