Remedy On-Demand (Deprecated)

This Integration is part of the BMC Remedy On-Demand (Deprecated) Pack.

Deprecated

Use BMC Helix ITSM instead.

Deprecated. use BMC Helix ITSM instead.

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

Configure Remedy On-Demand in Cortex

Parameter	Description	Required
url	Server URL (e.g. 'https://myurl.com', 'http://41.79.151.82'\)	True
port	Port	False
credentials	Username	True
proxy	Use system proxy settings	False
insecure	Trust any certificate (not secure)	False
isFetch	Fetch incidents	False
incidentType	Incident type	False

Commands

You can execute these commands from the 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.

Note: according to Remedy AR API documentation it is recommended to provide all of the non-custom arguments. However, there is no accurate specification, and it is possible to provide other fields using the custom-fields argument alone.

Base Command

remedy-incident-create

Input

Argument Name	Description	Required
first-name	customer's first name (make sure customer already exists).	Required
last-name	customer's first name (make sure customer already exists).	Required
description	Incident description.	Required
status	Incident status. Possible values are: New, Assigned, In Progress, Pending, Resolved, Closed, Cancelled.	Required
source	Incident source. Possible values are: Direct Input, Email, External Escalation, Fax, Self-Service, Systems Management, Phone, Voice Mail, Walk, Web, Other.	Required
service-type	Incident service-type. Possible values are: User Service Restoration, User Service Request, Infrastructure Event, Infrastructure Restoration.	Required
impact	Incident impact. Possible values are: 1-Extensive/Widespread, 2-Significant/Large, 3-Moderate/Limited, 4-Minor/Localized.	Required
urgency	Incident urgency. Possible values are: 1-Critical, 2-High, 3-Medium, 4-Low.	Required
custom-fields	Custom fields for incident creation. Comma-separated query or custom-fields-seperator separated query. (e.g., field1=value1,field2=value2).	Optional
custom-fields-separator	A custom delimiter to use for the custom-fields. Don't use '=' as a delimiter. Default value is ','.	Optional

Context Output

Path	Type	Description
Ticket.ID	string	Ticket ID
Ticket.Submitter	string	Ticket submitter
Ticket.Status	string	Ticket status
Ticket.Description	string	Ticket description
Ticket.Source	string	Ticket reported source
Ticket.Impact	string	TicketiImpact
Ticket.Urgency	string	Ticket urgency
Ticket.Type	string	Ticket 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 Sensitivity	Client Type	Company	Contact_Company	Create Date	DatasetId	Default City	Default Country	Description	First_Name	Impact Incident	Number	InfrastructureEventType	InstanceId	Last Modified By	Modified Date	Person Instance ID	Priority	Weight	ReconciliationIdentity	Region Reported	Date Reported	Source Request ID	Description	Site	Site Group	Site ID	State Province	Status	History	Street	Submitter	Time Zone	Urgency VIP	Zip/Postal Code
Standard	Office-Based Employee	Calbro Services	Calbro Services	2019-02-07T11:42:58.000+0000	0	New York	United States	hola mundo	App	1-Extensive/Widespread	INC123	None	AGGA5B9BGBHP4APMKA9MPLNHKM0GM4	admin	2019-02-07T11:42:58.000+0000	AG0050560C63F2E1pSRAl5svAA5h4A	High	19	0	Americas	2019-02-07T11:42:58.000+0000	Direct Input 000000000000012	User Service Request	Headquarters, Building 1.31	United States	STE_SOLN0002846	New York	New	{"New":{"user":"admin","timestamp":"2019-02-07T11:42:58.000+0000"}}	1114 Eighth Avenue, 31st Floor	admin	(GMT-05:00) Eastern Time (US & Canada)	3-Medium No	10036

remedy-get-incident

---

Get one incident by ID

Base Command

remedy-get-incident

Input

Argument Name	Description	Required
ID	Incident 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

Path	Type	Description
Ticket.ID	string	Ticket ID
Ticket.Submitter	string	Ticket submitter
Ticket.Status	string	Ticket status
Ticket.Description	string	Ticket description
Ticket.Source	string	Ticket reported source
Ticket.Impact	string	TicketiImpact
Ticket.Urgency	string	Ticket urgency
Ticket.Type	string	Ticket service type

Command Example

!remedy-get-incident ID=9

Human Readable Output

Incident

Client Sensitivity	Client Type	Company	Contact_Company	Create Date	DatasetId	Default City	Default Country	Description	First_Name	Impact Incident	Number	InfrastructureEventType	InstanceId	Last Modified By	Modified Date	Person Instance ID	Priority	Weight	ReconciliationIdentity	Region Reported	Date Reported	Source Request ID	Description	Site	Site Group	Site ID	State Province	Status	History	Street	Submitter	Time Zone	Urgency VIP	Zip/Postal Code
Standard	Office-Based Employee	Calbro Services	Calbro Services	2019-02-07T11:42:58.000+0000	0	New York	United States	hola mundo	App	1-Extensive/Widespread	INC123	None	AGGA5B9BGBHP4APMKA9MPLNHKM0GM4	admin	2019-02-07T11:42:58.000+0000	AG0050560C63F2E1pSRAl5svAA5h4A	High	19	0	Americas	2019-02-07T11:42:58.000+0000	Direct Input 000000000000012	User Service Request	Headquarters, Building 1.31	United States	STE_SOLN0002846	New York	New	{"New":{"user":"admin","timestamp":"2019-02-07T11:42:58.000+0000"}}	1114 Eighth Avenue, 31st Floor	admin	(GMT-05:00) Eastern Time (US & Canada)	3-Medium No	10036

remedy-fetch-incidents

---

Fetch all incidents

Base Command

remedy-fetch-incidents

Input

Argument Name	Description	Required
query	Search query/qualification format of '<field> LIKE "<values>"' (e.g. 'Company LIKE "My company"', 'Submitter LIKE "%john%"').	Optional
sort	Sort query results in descending or ascending order. Format:'<field>.asc' or '<field>.desc' (e.g. 'Assigned To.asc').	Optional

Context Output

Path	Type	Description
Ticket.Assignee	string	Ticket assignee
Ticket.Description	string	Ticket description
Ticket.Email	string	Ticket email
Ticket.EntryID	string	Ticket entry ID
Ticket.ID	string	Ticket request ID
Ticket.Impact	string	Ticket impact
Ticket.IncidentNumber	string	Ticket number
Ticket.ModifiedDate	string	Ticket modified date
Ticket.Priority	string	Ticket priority
Ticket.RequestID	string	Ticket request ID
Ticket.ServiceType	string	Ticket service type
Ticket.Source	string	Ticket reported source
Ticket.Status	string	Ticket reported status
Ticket.Submitter	string	Ticket submitter
Ticket.Type	string	Ticket service type
Ticket.Urgency	string	Ticket urgency

Command Example

!remedy-fetch-incidents

Human Readable Output

Incidents

Client Sensitivity	Client Type	Company	Contact_Company	Create Date	DatasetId	Default City	Default Country	Description	First_Name	Impact Incident	Number	InfrastructureEventType	InstanceId	Last Modified By	Modified Date	Person Instance ID	Priority	Weight	ReconciliationIdentity	Region Reported	Date Reported	Source Request ID	Description	Site	Site Group	Site ID	State Province	Status	History	Street	Submitter	Time Zone	Urgency VIP	Zip/Postal Code
Standard	Office-Based Employee	Calbro Services	Calbro Services	2019-02-07T11:42:58.000+0000	0	New York	United States	hola mundo	App	1-Extensive/Widespread	INC123	None	AGGA5B9BGBHP4APMKA9MPLNHKM0GM4	admin	2019-02-07T11:42:58.000+0000	AG0050560C63F2E1pSRAl5svAA5h4A	High	19	0	Americas	2019-02-07T11:42:58.000+0000	Direct Input 000000000000012	User Service Request	Headquarters, Building 1.31	United States	STE_SOLN0002846	New York	New	{"New":{"user":"admin","timestamp":"2019-02-07T11:42:58.000+0000"}}	1114 Eighth Avenue, 31st Floor	admin	(GMT-05:00) Eastern Time (US & Canada)	3-Medium No	10036

remedy-incident-update

---

Update exiting incident

Base Command

remedy-incident-update

Input

Argument Name	Description	Required
ID	Incident Entry ID. If EntryID is not available to you, incident details can be found using `remedy-fetch-incidents query="'Incident Number' = \"<incident number>\"".	Required
description	Updated description.	Optional
status	Updated status (unchanged if not specified). Possible values are: New, Assigned, In Progress, Pending, Resolved, Closed, Cancelled.	Optional
urgency	Updated urgency (unchanged if not specified). Possible values are: 1-Critical, 2-High, 3-Medium, 4-Low.	Optional
impact	Updated impact (unchanged if not specified). Possible values are: 1-Extensive/Widespread, 2-Signinficant/Large, 3-Moderate/Limited, 4-Minor/Localized.	Optional
source	Updated 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-type	Updated service-type (unchanged if not specified). Possible values are: User Service Restoration, User Service Request, Infrastructure Event, Infrastructure Restoration.	Optional

Context Output

Path	Type	Description
Ticket.ID	string	Ticket ID
Ticket.Submitter	string	Ticket submitter
Ticket.Status	string	Ticket status
Ticket.Description	string	Ticket description
Ticket.Source	string	Ticket reported source
Ticket.Impact	string	TicketiImpact
Ticket.Urgency	string	Ticket urgency
Ticket.Type	string	Ticket 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 Sensitivity	Client Type	Company	Contact_Company	Create Date	DatasetId	Default City	Default Country	Description	First_Name	Impact Incident	Number	InfrastructureEventType	InstanceId	Last Modified By	Modified Date	Person Instance ID	Priority	Weight	ReconciliationIdentity	Region Reported	Date Reported	Source Request ID	Description	Site	Site Group	Site ID	State Province	Status	History	Street	Submitter	Time Zone	Urgency VIP	Zip/Postal Code
Standard	Office-Based Employee	Calbro Services	Calbro Services	2019-02-07T11:42:58.000+0000	0	New York	United States	hola mundo	App	1-Extensive/Widespread	INC123	None	AGGA5B9BGBHP4APMKA9MPLNHKM0GM4	admin	2019-02-07T11:42:58.000+0000	AG0050560C63F2E1pSRAl5svAA5h4A	High	19	0	Americas	2019-02-07T11:42:58.000+0000	Direct Input 000000000000012	User Service Request	Headquarters, Building 1.31	United States	STE_SOLN0002846	New York	New	{"New":{"user":"admin","timestamp":"2019-02-07T11:42:58.000+0000"}}	1114 Eighth Avenue, 31st Floor	admin	(GMT-05:00) Eastern Time (US & Canada)	3-Medium No	10036