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