Remedy On-Demand
This Integration is part of the BMC Remedy On-Demand Pack.#
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#
Navigate to Settings > Integrations > Servers & Services.
Search for Remedy On-Demand.
Click Add instance to create and configure a new integration instance.
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 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.
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. Should be comma separated query (i.e. field1=value1,field2=value2). | 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