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Integrate with BMC Remedy

The feature described in this article is currently rolling out to some Jira Service Management Cloud customers. It may not yet be visible or available on your site.

BMC Remedy Logo

What does the integration offer?

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

How does the integration work?

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

  • When an incident is closed in BMC Remedy, the related alert will be closed in Jira Service Management automatically. Also if any resolution given while closing the incident in BMC Remedy, the resolution is added as a note in Jira Service Management 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 Jira Service Management for alerts which are created by the BMC Remedy.

  • If Create BMC Remedy Incidents/Problems for Jira Service Management alerts is selected, actions for BMC Remedy will be executed in BMC Remedy when the chosen action is executed in Jira Service Management for alerts which have a source other than the BMC Remedy integration.

Set up the integration

BMC Remedy is a bidirectional integration. Setting it up involves the following steps:

  • Add a BMC Remedy integration in Jira Service Management

  • Configure the integration in BMC Remedy

Add a BMC Remedy integration

If you're using the Free or Standard plan in Jira Service Management, you can only add this integration from your team’s operations page. To access the feature through Settings (gear icon) > Products (under JIRA SETTINGS) > OPERATIONS, you need to be on Premium or Enterprise plan.

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 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”.

  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. Expand the Steps to configure the integration section and copy the API key.
    You will use this key while configuring the integration in BMC Remedy later.

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

Configure the integration in BMC Remedy

To configure the integration of BMC Remedy with Jira Service Management, complete the following steps:

  1. Download BMC Remedy integration package for Jira Service Management.

  2. Extract the .zip package and move the extracted folder named JSM to C:\.

  3. Log in to BMC Developer Studio.

    1. Import the filter included in the integration package through BMC Developer Studio.

    2. Paste the API key copied previously into apiKey in the configuration file located at C:\Jsm\BMCRemedyIntegration\jsm-integration\conf\integration.conf

  4. Open the BMC Developer Studio with Administrator privileges.

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

  6. Select the AR System server for this operation to proceed.

  7. Select the JsmFilter.def included in BMC Remedy Integration package as import file and select Next.

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

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

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

  11. 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 jsm-integration.conf file add a flag named jsm-integration-api-key.

  12. Press CTRL + S for saving your filter.

Now you are all set to use Jira Service Management'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.

Integrate via JEC

Alternatively, use Jira Service Management's JEC 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. To use the BMC Remedy integration package, follow the steps through the end.

Download JEC

Download the latest version of BMC Remedy package.

Install JEC

Unzip the integration zip file which contains JEC package into a directory (C:\jsm is the preferred path). For convenience lets refer to this Unzip path as %JEC_HOME%, you can create a system environment variable called JEC_HOME with the value of the unzip location, to do this open an elevated Powershell session and enter this command:

PowerShell

1 [Environment]::SetEnvironmentVariable("JEC_HOME", <Path you extracted JEC package>, 'Machine')

To use this feature, select Create BMC Remedy Incidents/Problems for Jira Service Management alerts on the integration configuration page.

Configure BMC Remedy integration for JEC

  • To use JEC utility for your BMC Remedy integration, edit your integration settings and select Authenticate with Jira Edge Connector only.

  • Other configurations regarding BMC Remedy can be done either via the integration settings page or the JEC configuration file. Configuration on the integration page precedes the configuration file.

Configure JEC

To execute actions in BMC Remedy, JEC gets the configuration parameters from the configuration file located at path %JEC_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 JEC executable which is located at path %JEC_HOME%\jecService64.exe and the script that is needed to be run by JEC which is located at path %JEC_HOME%\scripts\actionExecutor.py . After the configuration of JEC is done, you need to run it. Find out how to run JEC.

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

Sample parameters sent to JEC

Payload for add work info action

JSON

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 { { "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":"[JSM]Bener acknowledged alert: \"[BMCRemedy] New incident: \"Email Service is Down\"\" https://opsg.in/i/14", "incidentNumber":"INC000000000673" } }

Payload for create an incident action

JSON

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 { { "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

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 { { "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":"[jsm]Emel closed alert: \"[BMCRemedyForce] Incident: \"Email Service is Down\"\" https://opsg.in/i/14" } }

 

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