BMC Remedy Ticketing System

This section describes how to integrate BMC Remedy Incident Management and Change Management version 9.1.

System URL and connection details

Specify the System URL and Connection details.

Parameter

Description

SystemURL

Specify the URL of the Ticketing System’s web services.

If your organization uses a non-default port, you can append it to the URL. For example: https://<ticketing system Rest API address>:8443

Validation methods

The BMC Remedy ticketing system module supports the following validation methods:

Type

Description

How to

Change Management

Specify a regular expression to determine
how the ticketing system module validates the ticket format.

  1. Expand BMC Remedy > Ticketing Parameters> System Configuration

  2. Set the ChangeTicketFormat.. Default value = ^CHG[0-9]

Incident Management

Specify a regular expression to determine
how the ticketing system module validates the ticket format.

  1. Expand BMC Remedy > Ticketing Parameters> System Configuration

  2. Set the IncidentTicketFormat. Default value = ^INC[0-9]*

Type

Description

How to

Change Management

 

Specify if the ticketing module validates
a ticket based on its status (state).

 

Enable validation based on ticket status

  1. Expand BMCRemedy > Ticketing Parameters > TicketValidation > ChangeTicketValidation

  2. Change the ValidateChangeTicketState value to Yes.

If you set the ValidateChangeTicketState to
Yes, you can edit the list of allowed ticket statuses (states).

Edit the lists of ticket states

  1. Expand BMC Remedy > Ticketing Parameters > TicketValidation > ChangeTicketValidation > ValidateChangeTicketState

  2. Edit theAllowedChangeTicketStates parameter:

    Edit the list of available ticket states. Separate ticket states with an '|'

    Default: New | Assigned | In Progress | Pending | Resolved | Closed | Cancelled

Incident Management

 

Specify if the ticketing module validates
a ticket based on its status (state).

 

Enable validation based on ticket status

  1. Expand BMCRemedy> Ticketing Parameters > TicketValidation > IncidentTicketValidation

  2. Change the ValidateIncidentTicketState value to Yes.

If you set the ValidateChangeTicketState to
Yes, you can edit the list of allowed ticket statuses (states).

Edit the lists of ticket states

  1. Expand BMC Remedy > Ticketing Parameters > TicketValidation > IncidentTicketValidation > ValidateIncidentTicketState

  2. Edit theAllowedChangeTicketStates parameter:

    Edit the list of available ticket states. Separate ticket states with an '|'

    Default: New | Assigned | In Progress | Pending | Resolved | Closed | Cancelled

Type

Description

How to

Change Management

 

Specify if the ticketing module validates a ticket based on a timeframe.

For example, if the ticket details specify that the ticket can only be completed between the hours of 00:00 and 06:00.

  1. Expand BMC Remedy > Ticketing Parameters> TicketValidation>ChangeTicketValidation

  2. Set the ValidateChangeTicketTimeframe value to Yes

If the Privilege Cloud Portal and the BMC Remedy servers are in different timezones, you can edit the TimeZoneOffset parameter.

  1. Expand BMC Remedy > Ticketing Parameters> TicketValidation>ChangeTicketValidation

  2. Set the ITimeZoneOffset value to the required offset.

Failsafe bypass

You can configure a list of failsafe words in the BMC Remedy ticketing module. This ensures that an end user can bypass the ticket id requirement and complete a task on the target system if necessary.

  1. Expand BMC Remedy > > System Configuration

  2. Edit theFailsafeBypassCodeparameter. Separate each bypass code with an '|'

Error messages

Parameter

 Message 

AuthenticationErrorMessage

An authentication error occurred while communicating with the ticketing system. Please check the connection details settings

Parameter

 Message 
ConnectionErrorMessage A connection error occurred while communicating with the ticketing system. Please check the communication settings.

This error can apply to both a change or incident ticket.

Parameter

 Message 

TicketNotExistErrorMessage

This ticket ID does not exist.

Parameter

 Message 

TicketFormatErrorMessage

The ticket format is not valid.

Parameter

 Message 

IncidentTicketStateErrorMessage

This ticket ID state is not allowed.

Parameter

 Message 

ChangeTicketStateErrorMessage

This ticket ID state is not allowed.

Parameter

 Message 

ChangeTicketTimeframeErrorMessage

This account cannot be used now. It can only be used during the timeframe specified in the ticket ID details.