Learn how to configure your profile, get notifications from Opsgenie and view on-call schedules.
What does Opsgenie offer BMC Remedy users?
provides a powerful two-way integration with BMC Remedy. When a new incident is created in , a corresponding alert is automatically created, containing detailed information about the incident. provides rich notifications with on-call rotation, scheduling features, and alert escalations to ensure the best incident management for customers.
Functionality of the integration
When an incident is created in , it creates an alert in .
When an incident is closed in , the related alert will be closed in automatically. Also if any resolution given while closing the incident in , the resolution is added as a note in alert.
If Send Alert Updates Back to is enabled, actions for will be executed in when the chosen action is executed in for alerts which are created by the .
If Create BMC Remedy Incidents/Problems for Opsgenie Alerts is enabled, actions for will be executed in when the chosen action is executed in for alerts which have a source other than the 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 . Search for and select Add.
Specify who is notified of alerts using the Responders field. Autocomplete suggestions are provided as you type.
Copy the API Key. Use this during 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 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 vast alert and notification management capabilities for your Incidents. After your first incident creation in , 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 OEC and the script to execute actions on . This enables deployment of your own scripts/ability to modify the ones provided and execute customized actions on v11.
To use the 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:
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 can be done either via the integration settings page or the OEC configuration file. Configuration on the integration page precedes the configuration file.
To be able to execute actions in , OEC gets the configuration parameters from the configuration file located at path %OEC_HOME%\conf\config.json.
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 activity will be added as Work Detail.
Sample parameters sent to OEC
Payload for add work info action
Payload for create an incident action
Payload for create an incident action