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Integrate with BMC Remedy OnDemand

This article highlights a new alerting feature that's natively available in Jira Service Management which is gradually rolling out to some Jira Service Management Cloud customers. It may not yet be visible or available on your site.

BMC Remedy OnDemand Logo

What does the integration offer?

Jira Service Management provides an outgoing integration with BMC Remedy OnDemand. When a new alert is created in Jira Service Management, a corresponding OnDemand incident is automatically created, containing detailed information about the alert. Jira Service Management provides rich notifications with on-call rotations, scheduling features, and alert escalations to ensure the best incident management for BMC Remedy OnDemand customers.

How does the integration work?

  • When an incident is created in BMC Remedy OnDemand, it creates an alert in Jira Service Management.

  • When an incident is closed in BMC Remedy OnDemand, the related alert is closed in Jira Service Management automatically.
    If any resolution is given while closing the incident in BMC Remedy OnDemand, the resolution is added as a note to the Jira Service Management alert.

  • If Create BMC Incident operations for Jira Service Management alerts is enabled, actions for BMC Remedy will be executed in BMC Remedy OnDemand when the chosen action is executed in Jira Service Management for alerts which have a source other than the BMC Remedy OnDemand integration.

Set up the integration

BMC Remedy OnDemand is an outgoing integration. Setting it up involves the following steps:

  • Add a BMC Remedy OnDemand integration in Jira Service Management

  • Configure the integration in BMC Remedy OnDemand

Add a BMC Remedy OnDemand integration

Bidirectional integrations aren’t supported in Free and Standard plans. All the other integrations are supported at a team level in Free and Standard; however, for their outgoing part to work, you need to upgrade to a higher plan. To add any integration at a site level through Settings (gear icon) > Products (under JIRA SETTINGS) > OPERATIONS, you need to be either on Premium or Enterprise.

Adding an integration from your team’s operations page makes your team the owner of the integration. This means Jira Service Management only assigns the alerts received through this integration to your team.

To add a BMC Remedy OnDemand integration in Jira Service Management, complete the following steps:

  1. Go to your team’s operations page.

  2. On the left navigation panel, select Integrations and then Add integration.

  3. Run a search and select “BMC Remedy OnDemand”.

  4. On the next screen, enter a name for the integration.

  5. Optional: Select a team in Assignee team if you want a specific team to receive alerts from the integration.

  6. Select Continue.
    The integration is saved at this point.

  7. Go to Edit settings on the integration configuration page.

  8. Select Authenticate with a BMC Remedy OnDemand account.

    1. Paste the values for the following fields:

    2. Server URL with port: The URL copied from BMC Remedy OnDemand

    3. Username

    4. Password

    5. Last name

    6. First name

  9. Save the changes.

  10. Select Turn on integration.
    The rules you create for the integration will work only if you turn on the integration.

The integration uses HPD:IncidentInterface_Create form in OnDemand for incident operations.

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