Remedy On-Demand

Use Remedy On-Demand to manage tickets

This integration was integrated and tested with version 9.1 of Remedy On-Demand

Configure Remedy On-Demand on Cortex XSOAR#

  1. Navigate to Settings > Integrations > Servers & Services.

  2. Search for Remedy On-Demand.

  3. Click Add instance to create and configure a new integration instance.

    ParameterDescriptionRequired
    urlServer URL (e.g. 'https://myurl.com', 'http://41.79.151.82'\)True
    portPortFalse
    credentialsUsernameTrue
    proxyUse system proxy settingsFalse
    insecureTrust any certificate (not secure)False
    isFetchFetch incidentsFalse
    incidentTypeIncident typeFalse
  4. 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.

remedy-incident-create#


Create new ticket incident

Base Command#

remedy-incident-create

Input#

Argument NameDescriptionRequired
first-namecostumer's first name (make sure costumer already exists).Required
last-namecostumer's first name (make sure costumer already exists).Required
descriptionIncident description.Required
statusIncident status. Possible values are: New, Assigned, In Progress, Pending, Resolved, Closed, Cancelled.Required
sourceIncident source. Possible values are: Direct Input, Email, External Escalation, Fax, Self-Service, Systems Management, Phone, Voice Mail, Walk, Web, Other.Required
service-typeIncident service-type. Possible values are: User Service Restoration, User Service Request, Infrastructure Event, Infrastructure Restoration.Required
impactIncident impact. Possible values are: 1-Extensive/Widespread, 2-Significant/Large, 3-Moderate/Limited, 4-Minor/Localized.Required
urgencyIncident urgency. Possible values are: 1-Critical, 2-High, 3-Medium, 4-Low.Required
custom-fieldsCustom fields for incident creation. Should be comma separated query (i.e. field1=value1,field2=value2).Optional

Context Output#

PathTypeDescription
Ticket.IDstringTicket ID
Ticket.SubmitterstringTicket submitter
Ticket.StatusstringTicket status
Ticket.DescriptionstringTicket description
Ticket.SourcestringTicket reported source
Ticket.ImpactstringTicketiImpact
Ticket.UrgencystringTicket urgency
Ticket.TypestringTicket service type

Command Example#

!remedy-incident-create first-name=App last-name=admin description="hola mundo" impact="1-Extensive/Widespread" service-type="User Service Request" source="Direct Input" status=New urgency="3-Medium"

Human Readable Output#

Incident created:#

Client SensitivityClient TypeCompanyContact_CompanyCreate DateDatasetIdDefault CityDefault CountryDescriptionFirst_NameImpact IncidentNumberInfrastructureEventTypeInstanceIdLast Modified ByModified DatePerson Instance IDPriorityWeightReconciliationIdentityRegion ReportedDate ReportedSource Request IDDescriptionSiteSite GroupSite IDState ProvinceStatusHistoryStreetSubmitterTime ZoneUrgency VIPZip/Postal Code
StandardOffice-Based EmployeeCalbro ServicesCalbro Services2019-02-07T11:42:58.000+00000New YorkUnited Stateshola mundoApp1-Extensive/WidespreadINC123NoneAGGA5B9BGBHP4APMKA9MPLNHKM0GM4admin2019-02-07T11:42:58.000+0000AG0050560C63F2E1pSRAl5svAA5h4AHigh190Americas2019-02-07T11:42:58.000+0000Direct Input 000000000000012User Service RequestHeadquarters, Building 1.31United StatesSTE_SOLN0002846New YorkNew{"New":{"user":"admin","timestamp":"2019-02-07T11:42:58.000+0000"}}1114 Eighth Avenue, 31st Flooradmin(GMT-05:00) Eastern Time (US & Canada)3-Medium No10036

remedy-get-incident#


Get one incident by ID

Base Command#

remedy-get-incident

Input#

Argument NameDescriptionRequired
IDIncident Entry ID. If EntryID is not available to you, incident details can be found using `remedy-fetch-incidents query="'Incident Number' = \"<incident number>\"".Required

Context Output#

PathTypeDescription
Ticket.IDstringTicket ID
Ticket.SubmitterstringTicket submitter
Ticket.StatusstringTicket status
Ticket.DescriptionstringTicket description
Ticket.SourcestringTicket reported source
Ticket.ImpactstringTicketiImpact
Ticket.UrgencystringTicket urgency
Ticket.TypestringTicket service type

Command Example#

!remedy-get-incident ID=9

Human Readable Output#

Incident:#

Client SensitivityClient TypeCompanyContact_CompanyCreate DateDatasetIdDefault CityDefault CountryDescriptionFirst_NameImpact IncidentNumberInfrastructureEventTypeInstanceIdLast Modified ByModified DatePerson Instance IDPriorityWeightReconciliationIdentityRegion ReportedDate ReportedSource Request IDDescriptionSiteSite GroupSite IDState ProvinceStatusHistoryStreetSubmitterTime ZoneUrgency VIPZip/Postal Code
StandardOffice-Based EmployeeCalbro ServicesCalbro Services2019-02-07T11:42:58.000+00000New YorkUnited Stateshola mundoApp1-Extensive/WidespreadINC123NoneAGGA5B9BGBHP4APMKA9MPLNHKM0GM4admin2019-02-07T11:42:58.000+0000AG0050560C63F2E1pSRAl5svAA5h4AHigh190Americas2019-02-07T11:42:58.000+0000Direct Input 000000000000012User Service RequestHeadquarters, Building 1.31United StatesSTE_SOLN0002846New YorkNew{"New":{"user":"admin","timestamp":"2019-02-07T11:42:58.000+0000"}}1114 Eighth Avenue, 31st Flooradmin(GMT-05:00) Eastern Time (US & Canada)3-Medium No10036

remedy-fetch-incidents#


Fetch all incidents

Base Command#

remedy-fetch-incidents

Input#

Argument NameDescriptionRequired
querySearch query/qualification format of '<field> LIKE "<values>"' (e.g. 'Company LIKE "My company"', 'Submitter LIKE "%john%"').Optional

Context Output#

PathTypeDescription
Ticket.IDstringTicket ID
Ticket.SubmitterstringTicket submitter
Ticket.StatusstringTicket status
Ticket.DescriptionstringTicket description
Ticket.SourcestringTicket reported source
Ticket.ImpactstringTicketiImpact
Ticket.UrgencystringTicket urgency
Ticket.TypestringTicket service type

Command Example#

!remedy-fetch-incidents

Human Readable Output#

Incidents:#

Client SensitivityClient TypeCompanyContact_CompanyCreate DateDatasetIdDefault CityDefault CountryDescriptionFirst_NameImpact IncidentNumberInfrastructureEventTypeInstanceIdLast Modified ByModified DatePerson Instance IDPriorityWeightReconciliationIdentityRegion ReportedDate ReportedSource Request IDDescriptionSiteSite GroupSite IDState ProvinceStatusHistoryStreetSubmitterTime ZoneUrgency VIPZip/Postal Code
StandardOffice-Based EmployeeCalbro ServicesCalbro Services2019-02-07T11:42:58.000+00000New YorkUnited Stateshola mundoApp1-Extensive/WidespreadINC123NoneAGGA5B9BGBHP4APMKA9MPLNHKM0GM4admin2019-02-07T11:42:58.000+0000AG0050560C63F2E1pSRAl5svAA5h4AHigh190Americas2019-02-07T11:42:58.000+0000Direct Input 000000000000012User Service RequestHeadquarters, Building 1.31United StatesSTE_SOLN0002846New YorkNew{"New":{"user":"admin","timestamp":"2019-02-07T11:42:58.000+0000"}}1114 Eighth Avenue, 31st Flooradmin(GMT-05:00) Eastern Time (US & Canada)3-Medium No10036

remedy-incident-update#


Update exiting incident

Base Command#

remedy-incident-update

Input#

Argument NameDescriptionRequired
IDIncident Entry ID. If EntryID is not available to you, incident details can be found using `remedy-fetch-incidents query="'Incident Number' = \"<incident number>\"".Required
descriptionUpdated description.Optional
statusUpdated status (unchanged if not specified). Possible values are: New, Assigned, In Progress, Pending, Resolved, Closed, Cancelled.Optional
urgencyUpdated urgency (unchanged if not specified). Possible values are: 1-Critical, 2-High, 3-Medium, 4-Low.Optional
impactUpdated impact (unchanged if not specified). Possible values are: 1-Extensive/Widespread, 2-Signinficant/Large, 3-Moderate/Limited, 4-Minor/Localized.Optional
sourceUpdated reported source (unchanged if not specified). Possible values are: Direct Input, Email, External Escalation, Fax, Self-Service, Systems Management, Phone, Voice Mail, Walk, Web, Other.Optional
service-typeUpdated service-type (unchanged if not specified). Possible values are: User Service Restoration, User Service Request, Infrastructure Event, Infrastructure Restoration.Optional

Context Output#

PathTypeDescription
Ticket.IDstringTicket ID
Ticket.SubmitterstringTicket submitter
Ticket.StatusstringTicket status
Ticket.DescriptionstringTicket description
Ticket.SourcestringTicket reported source
Ticket.ImpactstringTicketiImpact
Ticket.UrgencystringTicket urgency
Ticket.TypestringTicket service type

Command Example#

!remedy-incident-update ID=9 description="Turns out it wasn't so bad after all!" impact="4-Minor/Localized" urgency="4-Low"

Human Readable Output#

Updated incident::#

Client SensitivityClient TypeCompanyContact_CompanyCreate DateDatasetIdDefault CityDefault CountryDescriptionFirst_NameImpact IncidentNumberInfrastructureEventTypeInstanceIdLast Modified ByModified DatePerson Instance IDPriorityWeightReconciliationIdentityRegion ReportedDate ReportedSource Request IDDescriptionSiteSite GroupSite IDState ProvinceStatusHistoryStreetSubmitterTime ZoneUrgency VIPZip/Postal Code
StandardOffice-Based EmployeeCalbro ServicesCalbro Services2019-02-07T11:42:58.000+00000New YorkUnited Stateshola mundoApp1-Extensive/WidespreadINC123NoneAGGA5B9BGBHP4APMKA9MPLNHKM0GM4admin2019-02-07T11:42:58.000+0000AG0050560C63F2E1pSRAl5svAA5h4AHigh190Americas2019-02-07T11:42:58.000+0000Direct Input 000000000000012User Service RequestHeadquarters, Building 1.31United StatesSTE_SOLN0002846New YorkNew{"New":{"user":"admin","timestamp":"2019-02-07T11:42:58.000+0000"}}1114 Eighth Avenue, 31st Flooradmin(GMT-05:00) Eastern Time (US & Canada)3-Medium No10036