Integrate Opsgenie with BMC Remedy

What does Opsgenie offer BMC Remedy users?

Opsgenie provides a powerful two-way integration with BMC Remedy. When a new incident is created in BMC Remedy, a corresponding Opsgenie alert is automatically created, containing detailed information about the incident. Opsgenie provides rich notifications with on-call rotation, scheduling features, and alert escalations to ensure the best incident management for BMC Remedy customers.

Functionality of the integration

When an incident is created in BMC Remedy, it creates an alert in Opsgenie.
When an incident is closed in BMC Remedy, the related alert will be closed in Opsgenie automatically. Also if any resolution given while closing the incident in BMC Remedy, the resolution is added as a note in Opsgenie alert.
If Send Alert Updates Back to BMC Remedy is enabled, actions for BMC Remedy will be executed in BMC Remedy when the chosen action is executed in Opsgenie for alerts which are created by the BMC Remedy.
If Create BMC Remedy Incidents/Problems for Opsgenie Alerts is enabled, actions for BMC Remedy will be executed in BMC Remedy when the chosen action is executed in Opsgenie for alerts which have a source other than the BMC Remedy integration.

Add BMC Remedy Integration in Opsgenie

This integration is only available with Standard and Enterprise plans in Opsgenie, and Premium and Enterprise plans in Jira Service Management.

Adding the integration from your team dashboard will make your team the owner of the integration. This means Opsgenie will assign the alerts received through this integration to your team only. Follow the rest of the steps in this section to set up the integration.

Go to Settings > Integrations. Search for BMC Remedy and select Add.
Specify who is notified of BMC Remedy alerts using the Responders field. Autocomplete suggestions are provided as you type.
Copy the API Key. Use this during BMC Remedy configuration.
Select Save Integration.

Configuration in BMC Remedy

First download the Opsgenie BMC Remedy Integration Package.
Extract the .zip package and move the extracted folder named opsgenie-bmcremedy to the path C:\opsgenie

Paste the API Key copied from the previous chapter Add BMC Remedy Integration in Opsgenie into the apiKey field in the configuration file located at C:\opsgenie\opsgenie-bmcremedy\conf\opsgenie-integration.conf
Open the BMC Developer Studio with Administrator privileges.

In BMC Developer Studio open File Menu, then click Import. Select Object Definitions and click Next.

Select the AR System server for this operation to proceed.

Choose the OpsgenieFilter.def included in BMC Remedy Integration package as import file and click Next.

In Object Selection window please make sure that you see the filter named HPD:Help Desk Opsgenie Integration and click Finish.

Expand your AR System server and Objects items respectively, then click Filters.

In the filters tab select the filter named HPD:Help Desk Opsgenie Integration, you can use filtering options like in the below image for finding it easily.

In filter configuration page expand the menus If Actions and Run Process respectively. If you want to override the api key you set in the opsgenie-integration.conf file add a flag named opsgenie-integration-api-key as shown in the below image with the key you copied from the previous chapter Add BMC Remedy Integration in Opsgenie then Press CTRL + S for saving your filter.

Now you are all set to use Opsgenie’s vast alert and notification management capabilities for your BMC Remedy Incidents. After your first incident creation in BMC Remedy, the log file in the below image will be created which logs the each operation and can be used for troubleshooting.

Integration via OEC

Alternatively, use Opsgenie’s OEC and the BMC Remedy script to execute actions on BMC Remedy. This enables deployment of your own scripts/ability to modify the ones provided and execute customized actions on BMC Remedy v11.

To use the BMC Remedy integration package, follow the steps in the sections below through the end.

Download the latest version of OEC

To download the latest version of BMC Remedy package, please use readme file of oec-scripts repository.

Install OEC package

Unzip opsgenie integration zip file which contains OEC package into a directory (C:\opsgenie\oec is the preferred path.)

For convenience lets refer to this Unzip path as %OEC_HOME%, you can create a system environment variable called OEC_HOME with the value of the unzip location, to do this open an elevated Powershell session and enter this command:

Text

[Environment]::SetEnvironmentVariable("OEC_HOME", <Path you extracted OEC package to>, 'Machine')

Configuring BMC Remedy Integration for OEC

In order to use OEC utility for your BMCRemedy integration, enable Send Via OEC in your integration settings.
Other configurations regarding BMC Remedy can be done either via the integration settings page or the OEC configuration file. Configuration on the integration page precedes the configuration file.

OEC Configuration

To be able to execute actions in BMC Remedy, OEC gets the configuration parameters from the configuration file located at path %OEC_HOME%\conf\config.json.

Configuration parameters

apiKey – Copy the API key from the BMC Remedy integration you've created above.
username – BMC Remedy ARSYS username.
password – BMC Remedy ARSYS password.
midtierServerUrl – URL of your BMC Remedy Mid-Tier Server.
serverName – Server name of your BMC Remedy Server.

The package that you downloaded also includes OEC executable which is located at path %OEC_HOME%\oecService64.exe and the script that is needed to be run by OEC which is located at path %OEC_HOME%\scripts\actionExecutor.py . After the configuration of OEC is done, you need to run it. In order to learn more about how to run OEC, you can refer to the Running OEC documentation.

After all is set, according to your action mappings Opsgenie activity will be added as Work Detail.

Sample parameters sent to OEC

Payload for add work info action

JSON

{
  {
   "type":"bmcRemedy",
   "alertId":"5494d725-3c00-472c-9f60-3fd49352b457",
   "customerId":"aeb4417d-10b8-4826-9aec-18950b617d4c",
   "action":"Acknowledge",
   "mappedActionV2":{
      "name":"addWorkInfo",
      "extraField":""
   },
   "integrationId":"dda61d1d-98bc-4153-93eb-752d6087395d",
   "integrationName":"BMCRemedy",
   "integrationType":"BMCRemedy",
   "sendViaOEC":true,
   "alertFlowContext":{
      "requestId":"0ed9d43d-74b6-4996-886e-d38b07930772",
      "traceId":"0ed9d43d-74b6-4996-886e-d38b07930772",
      "content":{
         "alertId":"5494d725-3c00-472c-9f60-3fd49352b457"
      }
   },
   "username":"Bob",
   "password":"123",
   "midtierServerUrl":"http://localhost:8080",
   "serverName":"localhost",
   "workInfoDetails":"[Opsgenie]Bener acknowledged alert: \"[BMCRemedy] New incident: \"Email Service is Down\"\" https://opsg.in/i/14",
   "incidentNumber":"INC000000000673"
}
}

Payload for create an incident action

JSON

{
  {
   "type":"bmcRemedy",
   "alertId":"5494d725-3c00-472c-9f60-3fd49352b458",
   "customerId":"aeb4417d-10b8-4826-9aec-18950b617d4d",
   "action":"Create",
   "mappedActionV2":{
      "name":"createIncident",
      "extraField":""
   },
   "integrationId":"dda61d1d-98bc-4153-93eb-752d6087395d",
   "integrationName":"BMCRemedy",
   "integrationType":"BMCRemedy",
   "sendViaOEC":true,
   "alertFlowContext":{
      "requestId":"0ed9d43d-74b6-4996-886e-d38b07930772",
      "traceId":"0ed9d43d-74b6-4996-886e-d38b07930772",
      "content":{
         "alertId":"5494d725-3c00-472c-9f60-3fd49352b458"
      }
   },
   "username":"Bob",
   "password":"123",
   "midtierServerUrl":"http://localhost:8080",
   "serverName":"localhost",
   "message": "Alert is created",
   "priority": "P1",
   "teamName":"Service Desk",
   "alias":"BMCRemedyForce Id-ekU1N000000pZXrUAM1",
    }
}

Payload for create an incident action

JSON

{
  {
   "type":"bmcRemedy",
   "alertId":"5494d725-3c00-472c-9f60-3fd49352b458",
   "customerId":"aeb4417d-10b8-4826-9aec-18950b617d4d",
   "action":"Close",
   "mappedActionV2":{
      "name":"closeIncident",
      "extraField":""
   },
   "integrationId":"dda61d1d-98bc-4153-93eb-752d6087395d",
   "integrationName":"BMCRemedy",
   "integrationType":"BMCRemedy",
   "sendViaOEC":true,
   "alertFlowContext":{
      "requestId":"0ed9d43d-74b6-4996-886e-d38b07930772",
      "traceId":"0ed9d43d-74b6-4996-886e-d38b07930772",
      "content":{
         "alertId":"5494d725-3c00-472c-9f60-3fd49352b458"
      }
   },
   "username":"Bob",
   "password":"123",
   "midtierServerUrl":"http://localhost:8080",
   "serverName":"localhost",
   "message": "Alert is created",
   "priority": "P1",
   "teamName":"Service Desk",
   "alias":"BMCRemedyForce Id-ekU1N000000pZXrUAM1",
   "incidentNumber":"INC000000000673",
   "resolution":"[Opsgenie]Emel closed alert: \"[BMCRemedyForce] Incident:                  \"Email Service is Down\"\" https://opsg.in/i/14"
    }
}

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