BMC Helix Remedyforce

This Integration is part of the Bmc Helix Remedyforce Pack.#

BMC Helix Remedyforce integration allows customers to create/update service requests and incidents. It also allows to update status, resolve service requests and incidents with customer notes. This integration exposes standard ticketing capabilities that can be utilized as part of automation & orchestration. This integration was integrated and tested with version 202002.79 of BMC Helix Remedyforce.

Configure BMC Helix Remedyforce on Cortex XSOAR#

Navigate to Settings > Integrations > Servers & Services.
Search for BMC Helix Remedyforce.
Click Add instance to create and configure a new integration instance.

Parameter	Description	Required
url	BMC Remedyforce URL (e.g. https://example.com)	True
username	Username	True
password	Password	True
type	Type	False
category	Category	False
impact	Impact	False
urgency	Urgency	False
status	Status	False
queue	Queue	False
max_incidents	Max Incidents	False
fetch_note	Fetch Note(s)	False
query	Query (If provided other filtering parameters will be ignored) e.g. select Name, LastModifiedDate from BMCServiceDesk__Incident__c where BMCServiceDesk__Impact_Id__c = 'High'	False
incidentType	Incident type	False
insecure	Trust any certificate (not secure)	False
proxy	Use system proxy settings	False
request_timeout	HTTP(S) Request Timeout (in seconds)	True
isFetch	Fetch incidents	False
firstFetchTimestamp	First Fetch Timestamp (<number> <time unit>, e.g., 12 hours, 7 days, 3 months, 1 year)	False

Click Test to validate the URLs, token, and connection.

Commands#

You can execute these commands from the Cortex XSOAR CLI, as part of an automation, or in a playbook. After you successfully execute a command, a DBot message appears in the War Room with the command details.

bmc-remedy-service-request-definition-get#

This command gets details of service request definitions with the help of service request definition name.

Base Command#

bmc-remedy-service-request-definition-get

Input#

Argument Name	Description	Required
service_request_definition_name	service_request_definition_name is the name of the service request definition whose details the user wants to get. If any value is not specified, it gets details of all service request definitions.	Optional

Context Output#

Path	Type	Description
BmcRemedyforce.ServiceRequestDefinition.Id	String	Service Request Definition Id.
BmcRemedyforce.ServiceRequestDefinition.CategoryId	String	Category Id of the Service Request Definition.
BmcRemedyforce.ServiceRequestDefinition.IsProblem	Boolean	Indicates if it is a problem or not.
BmcRemedyforce.ServiceRequestDefinition.LastModifiedDate	Date	Last modified date.
BmcRemedyforce.ServiceRequestDefinition.CreatedDate	Date	Created Date.
BmcRemedyforce.ServiceRequestDefinition.Questions.Id	String	Id of question attached with Service Request Definition.
BmcRemedyforce.ServiceRequestDefinition.Questions.IsRequired	Boolean	Indicates if a question is required or not.
BmcRemedyforce.ServiceRequestDefinition.Questions.Type	String	Type of the question.
BmcRemedyforce.ServiceRequestDefinition.Questions.Text	String	Name of the question.
BmcRemedyforce.ServiceRequestDefinition.Conditions.SRDId	String	Service Request Definition Id of condition.
BmcRemedyforce.ServiceRequestDefinition.Conditions.Value	String	Value of the condition.
BmcRemedyforce.ServiceRequestDefinition.Conditions.Operator	String	Operator of the condition.
BmcRemedyforce.ServiceRequestDefinition.Conditions.DependentQuestionId	String	Question Id of dependent question which is associated with the condition.
BmcRemedyforce.ServiceRequestDefinition.Conditions.Id	String	Id of the condition.
BmcRemedyforce.ServiceRequestDefinition.Conditions.QuestionId	String	Associate question Id for the condition.
BmcRemedyforce.ServiceRequestDefinition.requestFor	String	Request for field value.
BmcRemedyforce.ServiceRequestDefinition.requestedBy	String	Requested by field value.
BmcRemedyforce.ServiceRequestDefinition.title	String	Title field value for Service Request Definition.
BmcRemedyforce.ServiceRequestDefinition.description	String	Description field value for Service Request Definition.
BmcRemedyforce.ServiceRequestDefinition.approvalRequired	Boolean	Indicates if approval is required or not.

Command Example#

!bmc-remedy-service-request-definition-get service_request_definition_name="Ask Benefits/HR Question"

Context Example#

{
    "BmcRemedyforce": {
        "ServiceRequestDefinition": {
            "CategoryId": "a212w000000UFftAAG",
            "CreatedDate": "2020-07-14 06:02:49",
            "Id": "a3H2w000000H5UhEAK",
            "IsProblem": false,
            "LastModifiedDate": "2020-07-14 06:02:49",
            "Questions": [
                {
                    "Id": "a3D2w000000TmAKEA0",
                    "IsRequired": false,
                    "Text": "Benefits/HR Question Details",
                    "Type": "header section"
                },
                {
                    "Id": "a3D2w000000TmALEA0",
                    "IsRequired": true,
                    "Text": "Please provide details on the information you are requesting",
                    "Type": "textarea"
                }
            ],
            "approvalRequired": false,
            "description": "Service Request for information pertaining to Benefits/HR",
            "email": "testuser@mail.com",
            "requestFor": "Test user",
            "requestedBy": "Test user",
            "title": "Ask Benefits/HR Question"
        }
    }
}

Human Readable Output#

Total retrieved service request definition(s): 1#
Service Request Definition Id Service Request Definition Name Questions
a3H2w000000H5UhEAK Ask Benefits/HR Question Id: a3D2w000000TmAKEA0
Question: Benefits/HR Question Details
Is Required: No

Id: a3D2w000000TmALEA0
Question: Please provide details on the information you are requesting
Is Required: Yes

Service Request Definition Id	Service Request Definition Name	Questions
a3H2w000000H5UhEAK	Ask Benefits/HR Question	Id: a3D2w000000TmAKEA0 Question: Benefits/HR Question Details Is Required: No Id: a3D2w000000TmALEA0 Question: Please provide details on the information you are requesting Is Required: Yes

bmc-remedy-note-create#

This command creates notes for incidents and service requests.

Base Command#

bmc-remedy-note-create

Input#

Argument Name	Description	Required
request_number	The unique incident or service request number that needs to be updated with a note.	Required
summary	Description of incident or service request while creating the note. Default value of summary is 'Client Note'.	Optional
note	Detailed note for incident or service request.	Optional

Context Output#

Path	Type	Description
BmcRemedyforce.Note.Id	String	Id of the created note.
BmcRemedyforce.Note.WorkInfoType	String	Work Information of note.
BmcRemedyforce.Note.ViewAccess	String	View Access Information of note.
BmcRemedyforce.Note.Summary	String	The description of the note.
BmcRemedyforce.Note.Submitter	String	User who added note.
BmcRemedyforce.Note.srId	String	Id of the Service Request/Incident on which we have added note.
BmcRemedyforce.Note.Notes	String	Note for Service Request/Incident.
BmcRemedyforce.Note.ModifiedDate	Date	Last modified date for note.
BmcRemedyforce.Note.CreatedDate	Date	Created date of note.

Command Example#

!bmc-remedy-note-create request_number=SR00000054 summary="demo note" note="demo note"

Context Example#

{
    "BmcRemedyforce": {
        "Note": {
            "CreatedDate": "2020-07-30 09:25:42",
            "Id": "a2N2w000000Y39FEAS",
            "ModifiedDate": "2020-07-30 09:25:42",
            "Notes": "demo note\r\ntestuser@bmcremedyforce.com 7/30/2020 2:25 AM",
            "Submitter": "Test user",
            "Summary": "Test user's summary",
            "srId": "a2U2w000000YGQREA4"
        }
    }
}

Human Readable Output#

The service request/incident SR00000054 is successfully updated with the note.

bmc-remedy-service-request-update#

This command updates the details of a service request for a given service request number.

Base Command#

bmc-remedy-service-request-update

Input#

Argument Name	Description	Required
service_request_number	The unique number of the service request for which details needs to be updated.	Required
category_id	category_id is the unique Id of the category. Categories allow users to classify the incident or service request using standard classifications to track the reporting purposes. Users can get the category Id from the category name using 'bmc-remedy-category-details-get' command.	Optional
queue_id	queue_id is the unique Id of the owner. Users can get the queue Id from the owner name using 'bmc-remedy-queue-details-get' command.	Optional
staff_id	staff_id is the unique Id of the staff to whom the user wants to assign the record. Users can get the staff Id from the staff details using 'bmc-remedy-user-details-get' command.	Optional
status_id	status_id is the unique Id of the status that is used to display the progress of the service request through its stages of opening to closure. Users can get the status Id from the status name using 'bmc-remedy-status-details-get' command.	Optional
urgency_id	urgency_id is the unique Id of the urgency which is used to determine the priority of the service request. Users can get the urgency Id from the urgency name using 'bmc-remedy-urgency-details-get' command.	Optional
client_id	client_id is the unique Id of the client. It helps to select a client for a particular service request. Users can get the client Id from the email using 'bmc-remedy-user-details-get' command.	Optional
additional_fields	The fields which are not present in the current argument list can be added here in the format "fieldname1=value;fieldname2=value". Possible fields: impact_id, account_id or any other custom field.	Optional

Context Output#

Path	Type	Description
BmcRemedyforce.ServiceRequest.Number	String	Service request number.
BmcRemedyforce.ServiceRequest.Id	String	Service request Id.
BmcRemedyforce.ServiceRequest.LastUpdatedDate	String	Last updated date & time of a service request.

Command Example#

!bmc-remedy-service-request-update service_request_number=SR00000054 status_id=a3w2w000000TfGlAAK category_id=a212w000000UFfyAAG aditional_fields="impact_id=HIGH;asset_id=a0K2w000000wi2uEAA"

Context Example#

{
    "BmcRemedyforce": {
        "ServiceRequest": {
            "Id": "a2U2w000000YGQREA4",
            "LastUpdatedDate": "2020-08-01T12:05:48Z",
            "Number": "00000054"
        }
    }
}

Human Readable Output#

The service request 00000054 is successfully updated.

bmc-remedy-service-request-create#

This command allows the user to create a new service request. A service request is the request record that is generated from the service request definition to manage and track the execution.

Base Command#

bmc-remedy-service-request-create

Input#

Argument Name	Description	Required
service_request_definition_id	The unique Id of the service request definition. Users can get the service request definition Id from service request definition name using 'bmc-remedy-service-request-definition-get' command.	Required
service_request_definition_params	Each service request definition expects specific parameters to be supplied. Specify the parameters as a delimiter (;) separated string. Example: "param1=value1; param2=value2".	Optional
client_id	client_id is the unique Id of the client. It helps to select a client for a particular service request. Users can get the client Id from the email using 'bmc-remedy-user-details-get' command.	Optional
category_id	category_id is the unique Id of the category. Categories allow users to classify the incident or service request using standard classifications to track the reporting purposes. Users can get the category Id from the category name using 'bmc-remedy-category-details-get' command.	Optional
queue_id	queue_id is the unique Id of the owner. Users can get the queue Id from the owner name using 'bmc-remedy-queue-details-get' command.	Optional
staff_id	staff_id is the unique Id of the staff to whom the user wants to assign the record. Users can get the staff Id from the staff details using 'bmc-remedy-user-details-get' command.	Optional
urgency_id	urgency_id is the unique Id of the urgency which is used to determine the priority of the service request. Users can get the urgency Id from the urgency name using 'bmc-remedy-urgency-details-get' command.	Optional
status_id	status_id is the unique Id of the status that is used to display the progress of the service request through its stages of opening to closure. Users can get the status Id from the status name using 'bmc-remedy-status-details-get' command.	Optional
additional_fields	The fields which are not present in the current argument list can be added here in the format "fieldname1=value;fieldname2=value". Possible fields: impact_id, account_id or any other custom field.	Optional

Context Output#

Path	Type	Description
BmcRemedyforce.ServiceRequest.Number	String	Service request number.
BmcRemedyforce.ServiceRequest.Id	String	Service request Id.
BmcRemedyforce.ServiceRequest.CreatedDate	String	Creation date & time of service request.

Command Example#

!bmc-remedy-service-request-create service_request_definition_id=a3H2w000000H5UVEA0 category_id=a212w000000UFfyAAG status_id=a3w2w000000TfGBAA0

Context Example#

{
    "BmcRemedyforce": {
        "ServiceRequest": {
            "CreatedDate": "2020-08-01T12:05:13Z",
            "Id": "a2U2w000000YTEhEAO",
            "Number": "00012192"
        }
    }
}

Human Readable Output#

The service request 00012192 is successfully created.

bmc-remedy-template-details-get#

This command helps to get template details for Incidents. Templates enable users to prepopulate commonly used fields in a form.

Base Command#

bmc-remedy-template-details-get

Input#

Argument Name	Description	Required
template_name	template_name is the name of the template whose details the user wants to get. If any value is not specified, it gets details of all the available templates.	Optional

Context Output#

Path	Type	Description
BmcRemedyforce.Template.Id	String	Template Id.
BmcRemedyforce.Template.Name	String	Template name.
BmcRemedyforce.Template.Description	String	Template description.
BmcRemedyforce.Template.Recurring	Boolean	Recurrence of template.

Command Example#

!bmc-remedy-template-details-get template_name="General Support - SR"

Context Example#

{
    "BmcRemedyforce": {
        "Template": {
            "Description": "Used for the General Support Service Request to capture any issues or requests that may not yet be covered by published SRs.",
            "Id": "a3k2w000000LSl9AAG",
            "Name": "General Support - SR",
            "Recurring": false
        }
    }
}

Human Readable Output#

Total retrieved template(s): 1#
Id Name Description Recurring
a3k2w000000LSl9AAG General Support - SR Used for the General Support Service Request to capture any issues or requests that may not yet be covered by published SRs. false

Id	Name	Description	Recurring
a3k2w000000LSl9AAG	General Support - SR	Used for the General Support Service Request to capture any issues or requests that may not yet be covered by published SRs.	false

bmc-remedy-impact-details-get#

This command helps to get impact details for incidents and service requests. Impact helps to calculate priority of the incident or service request.

Base Command#

bmc-remedy-impact-details-get

Input#

Argument Name	Description	Required
impact_name	impact_name is the name of the impact whose details the user wants to get. If any value is not specified, it gets details of all the available impacts.	Optional

Context Output#

Path	Type	Description
BmcRemedyforce.Impact.Id	String	Impact Id.
BmcRemedyforce.Impact.Name	String	Impact Name.

Command Example#

!bmc-remedy-impact-details-get impact_name=HIGH

Context Example#

{
    "BmcRemedyforce": {
        "Impact": {
            "Id": "a2M2w000000UApmEAG",
            "Name": "HIGH"
        }
    }
}

Human Readable Output#

Total retrieved impact(s): 1#
Id Name
a2M2w000000UApmEAG HIGH

Id	Name
a2M2w000000UApmEAG	HIGH

bmc-remedy-service-offering-details-get#

This command helps to get service offering details for incidents. Users can link a service offering of the associated service.

Base Command#

bmc-remedy-service-offering-details-get

Input#

Argument Name	Description	Required
service_offering_name	service_offering_name is the name of service offering whose details the user wants to get. If any value is not specified, it gets details of all the available service offerings.	Optional

Context Output#

Path	Type	Description
BmcRemedyforce.ServiceOffering.Id	String	Service offering Id.
BmcRemedyforce.ServiceOffering.Name	String	Service offering name.

Command Example#

!bmc-remedy-service-offering-details-get service_offering_name="Building Access"

Context Example#

{
    "BmcRemedyforce": {
        "ServiceOffering": {
            "Id": "a0K2w000000wi3FEAQ",
            "Name": "Building Access"
        }
    }
}

Human Readable Output#

Total retrieved service offering(s): 1#
Id Name
a0K2w000000wi3FEAQ Building Access

Id	Name
a0K2w000000wi3FEAQ	Building Access

bmc-remedy-incident-create#

This command allows the user to create a new incident.

Base Command#

bmc-remedy-incident-create

Input#

Argument Name	Description	Required
client_id	client_id is the unique Id of the client. It helps to select a client for a particular Incident. Users can get the client Id from the email using 'bmc-remedy-user-details-get' command.	Required
description	This field represents the description of the incident that the user wants to create.	Optional
opened_date	opened_date is the date and time at which the incident was created. Use the yyyy-MM-ddTHH:mm:ss.SSS+/-HHmm or yyyy-MM-ddTHH:mm:ss.SSSZ formats to specify dateTime fields.	Optional
due_date	due_date is the date and time at which the incident should be completed. Use the yyyy-MM-ddTHH:mm:ss.SSS+/-HHmm or yyyy-MM-ddTHH:mm:ss.SSSZ formats to specify dateTime fields.	Optional
queue_id	queue_id is the unique Id of the owner. Users can get the queue Id from the owner name using 'bmc-remedy-queue-details-get' command.	Optional
template_id	template_id is the unique Id of the template. Templates enable users to pre-populate commonly used fields in a form. Users can get the template Id from the template name using 'bmc-remedy-template-details-get' command.	Optional
category_id	category_id is the unique Id of the category. Categories allow users to classify the incident or service request using standard classifications to track the reporting purposes. Users can get the category Id from the category name using 'bmc-remedy-category-details-get' command.	Optional
urgency_id	urgency_id is the unique Id of the urgency which is used to determine the priority of the incident. Users can get the urgency Id from the urgency name using 'bmc-remedy-urgency-details-get' command.	Optional
status_id	status_id is the unique Id of the status that is used to display the progress of the incident through its stages of opening to closure. Users can get the status Id from the status name using 'bmc-remedy-status-details-get' command.	Optional
staff_id	staff_id is the unique Id of the staff to whom the user wants to assign the record. Users can get the staff Id from the staff details using 'bmc-remedy-user-details-get' command.	Optional
additional_fields	The fields which are not present in the current argument list can be added here in the format "fieldname1=value;fieldname2=value". Possible fields: broadcast_id, service_id,impact_id, service_offering_id, asset_id, outage_start, outage_end, account_id or any other custom field.	Optional

Context Output#

Path	Type	Description
BmcRemedyforce.Incident.Id	String	Incident Id.
BmcRemedyforce.Incident.Number	String	Incident number.
BmcRemedyforce.Incident.CreatedDate	String	Creation date & time of Incident.

Command Example#

!bmc-remedy-incident-create client_id=0052w000004Z9vJAAS status_id=a3w2w000000TfGlAAK category_id=a212w000000UFfyAAG

Context Example#

{
    "BmcRemedyforce": {
        "Incident": {
            "CreatedDate": "2020-08-01 12:06:08",
            "Id": "a2U2w000000YTEmEAO",
            "Number": "00012193"
        }
    }
}

Human Readable Output#

The incident 00012193 is successfully created.

bmc-remedy-incident-update#

This command updates the details of an incident for a given incident number.

Base Command#

bmc-remedy-incident-update

Input#

Argument Name	Description	Required
incident_number	The unique number of the incident whose details need to be updated.	Required
category_id	category_id is the unique Id of the category. Categories allow users to classify the incident or service request using standard classifications to track the reporting purposes. Users can get the category Id from the category name using 'bmc-remedy-category-details-get' command.	Optional
queue_id	queue_id is the unique Id of the owner. Users can get the queue Id from the owner name using 'bmc-remedy-queue-details-get' command.	Optional
staff_id	staff_id is the unique Id of the staff to whom the user wants to assign the record. Users can get the staff Id from the staff details using 'bmc-remedy-user-details-get' command.	Optional
status_id	status_id is the unique Id of the status that is used to display the progress of the incident through its stages of opening to closure. Users can get the status Id from the status name using 'bmc-remedy-status-details-get' command.	Optional
urgency_id	urgency_id is the unique Id of the urgency which is used to determine the priority of the incident. Users can get the urgency Id from the urgency name using 'bmc-remedy-urgency-details-get' command.	Optional
due_date	due_date is the date and time until which the incident should be completed. Use the yyyy-MM-ddTHH:mm:ss.SSS+/-HHmm or yyyy-MM-ddTHH:mm:ss.SSSZ formats to specify dateTime fields.	Optional
client_id	client_id is the unique Id of the client. It helps to select the client for a particular incident. Users can get the client Id from the email using 'bmc-remedy-user-details-get' command.	Optional
additional_fields	The fields which are not present in the current argument list can be added here in the format "fieldname1=value;fieldname2=value". Possible fields: broadcast_id, service_id,impact_id, service_offering_id, asset_id, outage_start, outage_end, account_id or any other custom field.	Optional

Context Output#

Path	Type	Description
BmcRemedyforce.Incident.Id	String	Incident Id.
BmcRemedyforce.Incident.Number	String	Incident number.
BmcRemedyforce.Incident.LastUpdatedDate	String	Last updated date & time of Incident.

Command Example#

!bmc-remedy-incident-update incident_number=IN00000182 status_id=a3w2w000000TfGlAAK category_id=a212w000000UFfyAAG aditional_fields="impact_id=HIGH;asset_id=a0K2w000000wi2uEAA" using=BMCHelixRemedyforce_instance_1

Context Example#

{
    "BmcRemedyforce": {
        "Incident": {
            "Id": "a2U2w000000YGaHEAW",
            "LastUpdatedDate": "2020-08-01T12:05:37Z",
            "Number": "00000182"
        }
    }
}

Human Readable Output#

The incident 00000182 is successfully updated.

bmc-remedy-asset-details-get#

This command helps to get asset or configuration item details for incidents.

Base Command#

bmc-remedy-asset-details-get

Input#

Argument Name	Description	Required
asset_name	asset_name is the name of the asset for which the command will find the metadata.	Optional
instance_type	Assets belonging to the selected instance_type will be populated.	Optional

Context Output#

Path	Type	Description
BmcRemedyforce.Asset.Id	String	Asset Id.
BmcRemedyforce.Asset.Name	String	Asset name.
BmcRemedyforce.Asset.Description	String	Asset description.
BmcRemedyforce.Asset.Class_Name	String	Asset under BMC class type.
BmcRemedyforce.Asset.Asset_Number	String	Asset number.
BmcRemedyforce.Asset.Instance_Type	String	Assets belonging to selected class.

Command Example#

!bmc-remedy-asset-details-get asset_name=BlackBerry-Houston01

Context Example#

{
    "BmcRemedyforce": {
        "Asset": {
            "Asset_Number": "1102942",
            "Class_Name": "BMC_ComputerSystem",
            "Description": "Houston BlackBerry Server",
            "Id": "a0K2w000000wi1bEAA",
            "Instance_Type": "CI / Asset",
            "Name": "BlackBerry-Houston01"
        }
    }
}

Human Readable Output#

Total retrieved asset(s): 1#
Id Name Description Asset # Class Name Instance Type
a0K2w000000wi1bEAA BlackBerry-Houston01 Houston BlackBerry Server 1102942 BMC_ComputerSystem CI / Asset

Id	Name	Description	Asset #	Class Name	Instance Type
a0K2w000000wi1bEAA	BlackBerry-Houston01	Houston BlackBerry Server	1102942	BMC_ComputerSystem	CI / Asset

bmc-remedy-account-details-get#

This command helps to get account details for incidents and service requests.

Base Command#

bmc-remedy-account-details-get

Input#

Argument Name	Description	Required
account_name	account_name is the account name of the account whose details the user wants to get. If any value is not specified, it gets details of all the available accounts.	Optional

Context Output#

Path	Type	Description
BmcRemedyforce.Account.Id	String	Account Id.
BmcRemedyforce.Account.Name	String	Account name.

Command Example#

!bmc-remedy-account-details-get account_name="test_account"

Context Example#

{
    "BmcRemedyforce": {
        "Account": {
            "Id": "0012w00000GMthNAAT",
            "Name": "test_account"
        }
    }
}

Human Readable Output#

Total retrieved account(s): 1#
Id Name
0012w00000GMthNAAT test_account

Id	Name
0012w00000GMthNAAT	test_account

bmc-remedy-status-details-get#

This command helps to get status details for incidents and service requests. Status is used to display the progress of the service request or incident through its stages of opening to closure.

Base Command#

bmc-remedy-status-details-get

Input#

Argument Name	Description	Required
status_name	status_name is the status name whose details the user wants to get.	Optional

Context Output#

Path	Type	Description
BmcRemedyforce.Status.Id	String	Status Id.
BmcRemedyforce.Status.Name	String	Status name.

Command Example#

!bmc-remedy-status-details-get status_name="OPENED"

Context Example#

{
    "BmcRemedyforce": {
        "Status": {
            "Id": "a3w2w000000TfGBAA0",
            "Name": "OPENED"
        }
    }
}

Human Readable Output#

Total retrieved status: 1#
Id Name
a3w2w000000TfGBAA0 OPENED

Id	Name
a3w2w000000TfGBAA0	OPENED

bmc-remedy-urgency-details-get#

This command helps to get urgency details for incidents and service requests. Urgency is used to determine the priority of the incident or service request.

Base Command#

bmc-remedy-urgency-details-get

Input#

Argument Name	Description	Required
urgency_name	urgency_name is the name of the urgency whose details the user wants to get.	Optional

Context Output#

Path	Type	Description
BmcRemedyforce.Urgency.Id	String	Urgency Id.
BmcRemedyforce.Urgency.Name	String	Urgency name.

Command Example#

!bmc-remedy-urgency-details-get urgency_name="LOW"

Context Example#

{
    "BmcRemedyforce": {
        "Urgency": {
            "Id": "a472w000000Tyk6AAC",
            "Name": "LOW"
        }
    }
}

Human Readable Output#

Total retrieved urgencies: 1#
Id Name
a472w000000Tyk6AAC LOW

Id	Name
a472w000000Tyk6AAC	LOW

bmc-remedy-category-details-get#

This command helps to get category details for incidents and service requests. Categories allow users to classify the incident or service request using standard classifications to track the reporting purposes.

Base Command#

bmc-remedy-category-details-get

Input#

Argument Name	Description	Required
type	type is the category type whose details the user wants to get.	Optional
category_name	category_name is the category name whose details the user wants to get.	Optional

Context Output#

Path	Type	Description
BmcRemedyforce.Category.Id	String	Category Id.
BmcRemedyforce.Category.Name	String	Category name.
BmcRemedyforce.Category.ChildrenCount	String	Number of children of the category.

Command Example#

!bmc-remedy-category-details-get category_name="Email"

Context Example#

{
    "BmcRemedyforce": {
        "Category": {
            "ChildrenCount": 0,
            "Id": "a212w000000UFfyAAG",
            "Name": "Email"
        }
    }
}

Human Readable Output#

Total retrieved categories: 1#
Id Name Children Count
a212w000000UFfyAAG Email 0.0

Id	Name	Children Count
a212w000000UFfyAAG	Email	0.0

bmc-remedy-queue-details-get#

This command helps to get queue details for incidents and service requests. It accepts queue name and type as arguments.

Base Command#

bmc-remedy-queue-details-get

Input#

Argument Name	Description	Required
queue_name	queue_name is the name of the queue as the owner whose details the user wants to get.	Optional
type	type will allow the user to filter with its possible values as incident or service request and get details accordingly.	Optional

Context Output#

Path	Type	Description
BmcRemedyforce.Queue.Id	String	Queue Id.
BmcRemedyforce.Queue.Name	String	Queue name.
BmcRemedyforce.Queue.Email	String	Queue email.

Command Example#

!bmc-remedy-queue-details-get queue_name="Application Development"

Context Example#

{
    "BmcRemedyforce": {
        "Queue": {
            "Email": "testuser@bmcremedyforce.com",
            "Id": "00G2w0000027SeUEAU",
            "Name": "Application Development"
        }
    }
}

Human Readable Output#

Total retrieved queue(s): 1#
Id Name Email
00G2w0000027SeUEAU Application Development testuser@bmcremedyforce.com

Id	Name	Email
00G2w0000027SeUEAU	Application Development	testuser@bmcremedyforce.com

bmc-remedy-user-details-get#

This command helps to get user details for incidents and service requests. It accepts username, account name, email, queue name, and is_staff as arguments.

Base Command#

bmc-remedy-user-details-get

Input#

Argument Name	Description	Required
username	username is the name of the user whose details the user wants to get.	Optional
account_name	account_name is the account name of the user whose details the user wants to get.	Optional
email	email is the email address of the user whose details the user wants to get.	Optional
queue_name	queue_name is the group/queue name for which user wants to get user details.	Optional
is_staff	is_staff will allow the user to filter with its possible values true or false and get details of users accordingly.	Optional

Context Output#

Path	Type	Description
BmcRemedyforce.User.Id	String	User Id which uniquely identifies the user.
BmcRemedyforce.User.Name	String	Full name of the user.
BmcRemedyforce.User.FirstName	String	First name of the user.
BmcRemedyforce.User.LastName	String	Last name of the user.
BmcRemedyforce.User.Username	String	Username of the user.
BmcRemedyforce.User.Email	String	Email of the user.
BmcRemedyforce.User.Phone	String	Phone number of the user.
BmcRemedyforce.User.Account	String	Account name of the user.
BmcRemedyforce.User.CompanyName	String	Company name of the user.
BmcRemedyforce.User.Division	String	Division of the user.
BmcRemedyforce.User.Department	String	Department name of the user.
BmcRemedyforce.User.Title	String	Title of the user.
BmcRemedyforce.User.IsStaff	Boolean	Shows whether the user belongs to the staff or not.

Command Example#

!bmc-remedy-user-details-get queue_name="BMC Client Management"

Context Example#

{
    "BmcRemedyforce": {
        "User": [
            {
                "CompanyName": "Company",
                "Email": "bmcremedyforce@example.com",
                "FirstName": "user1",
                "Id": "0052w000004nsLdAAI",
                "IsStaff": true,
                "LastName": "test",
                "Name": "user1 test",
                "Username": "testuser1@bmcremedyforce.com"
            },
            {
                "CompanyName": "Company",
                "Email": "bmcremedyforce@example.com",
                "FirstName": "user2",
                "Id": "0052w000004nsLaAAI",
                "IsStaff": true,
                "LastName": "test",
                "Name": "user2 test",
                "Username": "testuser2@bmcremedyforce.com"
            }
        ]
    }
}

Human Readable Output#

Total retrieved user(s): 2#
Id Username First Name Last Name Email Company Name Is Staff
0052w000004nsLdAAI testuser1@bmcremedyforce.com user1 test bmcremedy@example.com Company true
0052w000004nsLaAAI testuser2@bmcremedyforce.com user2 test bmcremedy@example.com Company true

Id	Username	First Name	Last Name	Email	Company Name	Is Staff
0052w000004nsLdAAI	testuser1@bmcremedyforce.com	user1	test	bmcremedy@example.com	Company	true
0052w000004nsLaAAI	testuser2@bmcremedyforce.com	user2	test	bmcremedy@example.com	Company	true

bmc-remedy-broadcast-details-get#

This command helps to get broadcast details for incidents. Broadcast enables users to send messages to the entire organization, selected groups within the organization and to external customers.

Base Command#

bmc-remedy-broadcast-details-get

Input#

Argument Name	Description	Required
broadcast_name	broadcast_name is the name of the broadcast whose details the user wants to get.	Optional
category_name	category_name is the name of the category whose details the user wants to get.	Optional

Context Output#

Path	Type	Description
BmcRemedyforce.Broadcast.Id	String	Broadcast Id.
BmcRemedyforce.Broadcast.Name	String	Broadcast name.
BmcRemedyforce.Broadcast.Description	String	Broadcast description.
BmcRemedyforce.Broadcast.Category	String	Broadcast category.
BmcRemedyforce.Broadcast.Status	String	Broadcast status.
BmcRemedyforce.Broadcast.Priority	String	Broadcast priority.
BmcRemedyforce.Broadcast.Urgency	String	Broadcast urgency.
BmcRemedyforce.Broadcast.Impact	String	Broadcast impact.

Command Example#

!bmc-remedy-broadcast-details-get broadcast_name="BES Server is down completely"

Context Example#

{
    "BmcRemedyforce": {
        "Broadcast": {
            "Category": "Telecommunication",
            "Id": "a1v2w000000IaP7AAK",
            "Impact": "HIGH",
            "Name": "BES Server is down completely",
            "Priority": "1",
            "Status": "OPENED",
            "Urgency": "HIGH"
        }
    }
}

Human Readable Output#

Total retrieved broadcast(s): 1#
Id Name Priority Urgency Impact Category Status
a1v2w000000IaP7AAK BES Server is down completely 1 HIGH HIGH Telecommunication OPENED

Id	Name	Priority	Urgency	Impact	Category	Status
a1v2w000000IaP7AAK	BES Server is down completely	1	HIGH	HIGH	Telecommunication	OPENED

bmc-remedy-incident-get#

This command helps to get details of incidents.

Base Command#

bmc-remedy-incident-get

Input#

Argument Name	Description	Required
last_fetch_time	The time range to consider for getting the incident. Use the format "<number> <time unit>". Example: 12 hours, 7 days, 3 months, 1 year.	Optional
incident_number	The unique number of the incident whose details user wants to get.	Optional
maximum_incident	The maximum number of the incidents user wants to get.	Optional

Context Output#

Path	Type	Description
BmcRemedyforce.Incident.Id	String	Incident Id.
BmcRemedyforce.Incident.Number	String	Incident number.
BmcRemedyforce.Incident.Priority	String	Incident priority.
BmcRemedyforce.Incident.Description	String	Incident description.
BmcRemedyforce.Incident.ClientID	String	Incident client Id.
BmcRemedyforce.Incident.Status	String	Incident status.
BmcRemedyforce.Incident.dueDateTime	String	Incident due datetime.
BmcRemedyforce.Incident.Staff	String	Incident staff.
BmcRemedyforce.Incident.Queue	String	Incident queue.
BmcRemedyforce.Incident.Category	String	Incident category.
BmcRemedyforce.Incident.Urgency	String	Incident urgency.
BmcRemedyforce.Incident.ClientAccount	String	Incident client account.
BmcRemedyforce.Incident.Broadcast	String	Incident broadcast.
BmcRemedyforce.Incident.closeDateTime	String	Incident close datetime.
BmcRemedyforce.Incident.CreatedDate	String	Incident created date.
BmcRemedyforce.Incident.LastModifiedDate	String	Incident last modified date.
BmcRemedyforce.Incident.openDateTime	String	Incident open datetime.
BmcRemedyforce.Incident.outageTo	String	Incident outage end.
BmcRemedyforce.Incident.outageFrom	String	Incident outage start.
BmcRemedyforce.Incident.Resolution	String	Incident resolution.
BmcRemedyforce.Incident.respondedDateTime	String	Incident responded datetime.
BmcRemedyforce.Incident.Service	String	Incident service.
BmcRemedyforce.Incident.ServiceOffering	String	Incident service offering.
BmcRemedyforce.Incident.Template	String	Incident template.
BmcRemedyforce.Incident.Type	String	Incident type.
BmcRemedyforce.Incident.Impact	String	Incident impact.
BmcRemedyforce.Incident.Asset	String	Incident asset.

Command Example#

!bmc-remedy-incident-get last_fetch_time="1 hours" maximum_incident=2

Context Example#

{
    "BmcRemedyforce": {
        "Incident": {
            "Category": "Human Resources",
            "ClientID": "Clinet ID",
            "CreatedDate": "2020-08-14T12:47:58.000+0000",
            "Id": "a2U2w00000096QEEAY",
            "Impact": "LOW",
            "LastModifiedDate": "2020-08-14T15:18:07.000+0000",
            "Number": "00000059",
            "Priority": "5",
            "Service": "Client Services",
            "Staff": "Staff Name",
            "Status": "OPENED",
            "Template": "Benefits Question - SR",
            "Type": "Incident",
            "Urgency": "LOW",
            "dueDateTime": "2020-08-17T20:47:58.000+0000",
            "openDateTime": "2020-08-14T12:47:58.000+0000"
        }
    }
}

Human Readable Output#

Total retrieved incident(s): 1#
Number Priority Client ID Status Staff
00000059 5 Client ID OPENED Staff Name

Number	Priority	Client ID	Status	Staff
00000059	5	Client ID	OPENED	Staff Name

bmc-remedy-service-request-get#

This command helps to get the service request details.

Base Command#

bmc-remedy-service-request-get

Input#

Argument Name	Description	Required
service_request_number	The unique number of the service request whose details user wants to get.	Optional
last_fetch_time	The time range to consider for getting the service request. Use the format "<number> <time unit>". Example: 12 hours, 7 days, 3 months, 1 year.	Optional
maximum_service_request	The maximum number of the service request user wants to get.	Optional

Context Output#

Path	Type	Description
BmcRemedyforce.ServiceRequest.Id	String	Service Request Id.
BmcRemedyforce.ServiceRequest.Number	String	Service Request number.
BmcRemedyforce.ServiceRequest.Priority	String	Service Request priority.
BmcRemedyforce.ServiceRequest.Description	String	Service Request description.
BmcRemedyforce.ServiceRequest.ClientID	String	Service Request client.
BmcRemedyforce.ServiceRequest.Status	String	Service Request status.
BmcRemedyforce.ServiceRequest.DueDateTime	String	Service Request due datetime.
BmcRemedyforce.ServiceRequest.Staff	String	Service Request staff.
BmcRemedyforce.ServiceRequest.Queue	String	Service Request queue.
BmcRemedyforce.ServiceRequest.Category	String	Service Request category.
BmcRemedyforce.ServiceRequest.Urgency	String	Service Request urgency.
BmcRemedyforce.ServiceRequest.Broadcast	String	Service Request broadcast.
BmcRemedyforce.ServiceRequest.closeDateTime	String	Service Request close datetime.
BmcRemedyforce.ServiceRequest.CreatedDate	String	Service Request created date.
BmcRemedyforce.ServiceRequest.LastUpdatedDate	String	Service Request last modified date.
BmcRemedyforce.ServiceRequest.OpenDateTime	String	Service Request open datetime.
BmcRemedyforce.ServiceRequest.Resolution	String	Service Request resolution.
BmcRemedyforce.ServiceRequest.ServiceOffering	String	Service Request service offering.
BmcRemedyforce.ServiceRequest.Template	String	Service Request template.
BmcRemedyforce.ServiceRequest.Impact	String	Service Request impact.
BmcRemedyforce.ServiceRequest.BusinessService	String	Service Request business service.
BmcRemedyforce.ServiceRequest.ServiceRequestDefinition	String	Service Request definition.
BmcRemedyforce.ServiceRequest.ClientAccount	String	Account held by service request.
BmcRemedyforce.ServiceRequest.Type	String	Service Desk Type.

Command Example#

!bmc-remedy-service-request-get last_fetch_time="1 hours" maximum_service_request=2

Context Example#

{
    "BmcRemedyforce": {
        "ServiceRequest": {
            "BusinessService": "Printing Services",
            "Category": "File & Print",
            "CreatedDate": "2020-08-14T13:32:17.000+0000",
            "DueDateTime": "2020-08-17T21:32:16.000+0000",
            "Id": "a2U2w00000096yCEAQ",
            "Impact": "LOW",
            "LastUpdatedDate": "2020-08-14T14:28:12.000+0000",
            "Number": "00000929",
            "OpenDateTime": "2020-08-14T13:32:16.000+0000",
            "Priority": "5",
            "Queue": "Incident Queue",
            "ServiceOffering": "Printer Configuration",
            "ServiceRequestDefinition": "Setup Printer",
            "Status": "OPENED",
            "Template": "Printer Setup - SR",
            "Type": "Service Request",
            "Urgency": "LOW"
        }
    }
}

Human Readable Output#

Total retrieved service request(s): 1#
Number Priority Status Queue
00000929 5 OPENED Incident Queue