BMC RemedyForce v1.0.0

About the connector

BMC Remedyforce is an IT service management solution that provides incident, problem, change, release, knowledge, service level, service asset configuration, request fulfillment, and service catalog processes.

This document provides information about the BMC Remedyforce connector, which facilitates automated interactions, with a BMC Remedyforce server using CyOPs™ playbooks. Add the BMC Remedyforce connector as a step in CyOPs™ playbooks and perform automated operations, such as creating or updating a BMC Remedyforce incident, or retrieving knowledge articles from BMC Remedyforce.

Version information

Connector Version: 1.0.0

CyOPs™ Version Tested on: 4.12.0-746

BMC Remedyforce Version Tested on: 201802.73.176 (Trial version)

Authored By: CyberSponse, Inc.

Certified: Yes

Installing the connector

All connectors provided by CyOPs™ are delivered using a CyOPs™ repository. Therefore, you must set up your CyOPs™ repository and use the yum command to install connectors:

yum install cyops-connector-bmc-remedyforce

For the detailed procedure to install a connector, click here

Prerequisites to configuring the connector

• You must have the URL of BMC Remedyforce server to which you will connect and perform automated operations and credentials (Username-Password pair) to access that server.
• To access the CyOPs™ UI, ensure that port 443 is open through the firewall for the CyOPs^TM instance.

Configuring the connector

For the procedure to configure a connector, click here

Configuration parameters

In CyOPs™, on the connectors page, click the BMC Remedyforce connector row, and in the Configure tab enter the required configuration details.

Parameter	Description
Server Address	FQDN of the BMC Remedyforce server to which you will connect and perform automated operations.
Username	Username to access the BMC Remedyforce server.
Password	Password to access the BMC Remedyforce server.
Security Token	Security token used to access the BMC Remedyforce REST API to which you will connect and perform the automated operations.
Protocol	Protocol that will be used to communicate with the BMC Remedyforce server. Choose either http and https. By default, this is set to https.
Organization Type	Organization type is required at the time of login since a session ID is required to connect to the organization and perform automated operations. Choose either Salesforce Production Organization or Salesforce Sandbox Organization. Note: If you are integrating with the Salesforce Production Organization, Endpoint for the login call is https://login.salesforce.com/services/Soap/u/35.0, and when you are integrating with the Salesforce Sandbox organization, the Endpoint for the login call is https://test.salesforce.com/services/Soap/u/35.0.
Verify SSL	Specifies whether the SSL certificate for the server is to be verified or not. By default, this option is set as True.

Actions supported by the connector

The following automated operations can be included in playbooks, and you can also use the annotations to access operations from CyOPs™ release 4.10.0 and onwards:

Create Incident	Creates a BMC Remedyforce incident based on the client ID and description you have specified.	create_incident Investigation
Get Service Request Detail By IDs	Retrieves service request details from BMC Remedyforce based on the array of ServiceRequest IDs you have specified.	query_service_request_by_id Investigation
Knowledge Search	Searches the BMC Remedyforce knowledge articles and service request definitions based on the search string or keywords you have specified.	knowledge_search Investigation
Get All Knowledge Articles	Retrieves all knowledge articles from BMC Remedyforce.	all_knowledge_articles Investigation
Get Knowledge Article Details	Retrieves details of the specific knowledge article from BMC Remedyforce based on the ID of the knowledge article record you have specified.	search_knowledge_article Investigation
Get List of Remedyforce Users	Retrieves a list of BMC Remedyforce users or clients.	get_client_ids Investigation
Get Categories	Retrieves BMC Remedyforce active categories that are available for the service catalog or have children that are available for the service catalog.	get_categories Investigation
Get All Service Requests	Retrieves all BMC Remedyforce service requests or specific BMC Remedyforce service requests based on the input parameters you have specified.	all_service_requests Investigation
Get Pending Approval Request	Retrieves all pending approval requests for the current user from BMC Remedyforce.	get_pending_approval_request Investigation
Update Incident	Updates an incident with a new client note on BMC Remedyforce.	update_incident Investigation
Approve Pending Approval Request	Approves pending approval record(s) on BMC Remedyforce based on the approval record ID and approver record ID(s) you have specified.	approve_pending_request Investigation
Reject Pending Approval Request	Rejects pending approval record(s) on BMC Remedyforce based on the approval record ID and approver record ID(s) you have specified.	reject_pending_request Investigation
Reassign Pending Approval Request	Reassigns pending approval record(s) on BMC Remedyforce based on the Salesforce record ID and the actor ID you have specified.	reassign_pending_request Investigation

operation: Create Incident

Input parameters

Parameter	Description
Client ID	ID of the client in which you want to create the BMC Remedyforce incident. Note: This parameter makes the "list_client_ids" API call that dynamically populates the Client ID field.
Description	Description of BMC Remedyforce incident you want to create.

Output

The output contains the following populated JSON schema:
{
"ErrorCode": "",
"Success": "",
"Result": {
"CreatedDate": "",
"Number": "",
"Id": ""
},
"ErrorMessage": ""
}

operation: Get Service Request Detail By IDs

Input parameters

Parameter	Description
Salesforce ID(s)	Salesforce IDs of type ServiceRequest for which you want to retrieve details from BMC Remedyforce. You can specify multiple IDs using a comma-separated list.

Output

The output contains the following populated JSON schema:
{
"ErrorCode": "",
"Success": "",
"Result": {
"SRDId": "",
"Fields": [
{
"Type": "",
"Name": "",
"Editable": "",
"Value": ""
}
],
"Answers": [
{
"CreatedDate": "",
"Type": "",
"QuestionText": "",
"LastModifiedDate": "",
"Values": "",
"Text": "",
"Id": "",
"QuestionId": ""
}
],
"Name": "",
"CategoryId": "",
"ActivityLog": [],
"Id": ""
},
"ErrorMessage": ""
}

operation: Knowledge Search

Input parameters

Parameter	Description
Search Value	Keywords based on which you want to search for information in the knowledge articles in BMC Remedyforce.

Output

The output contains the following populated JSON schema:
{
"ErrorCode": "",
"Success": "",
"Result": {
"SRDList": [
{
"CategoryName": "",
"Description": "",
"CategoryId": "",
"Id": "",
"Name": ""
}
],
"KAList": [
{
"CategoryName": "",
"RecordTypeDevName": "",
"ID": "",
"IconClass": "",
"ArticleTypeId": "",
"ArticleType": "",
"CategoryId": "",
"Title": ""
}
]
},
"ErrorMessage": ""
}

operation: Get All Knowledge Articles

Input parameters

None.

Output

The output contains the following populated JSON schema:
{
"ErrorCode": "",
"Success": "",
"Result": [
{
"CategoryName": "",
"CategoryId": "",
"ID": "",
"IconClass": "",
"ArticleTypeId": "",
"ArticleType": "",
"RecordTypeDevName": "",
"Title": ""
}
],
"ErrorMessage": ""
}

operation: Get Knowledge Article Details

Input parameters

Parameter	Description
Salesforce ID	Salesforce ID of a knowledge article record whose details you want to retrieve from BMC Remedyforce.

Output

The output contains the following populated JSON schema:
{
"ErrorCode": "",
"Success": "",
"Result": [
{
"CategoryName": "",
"ID": "",
"Solution": "",
"ArticleId": "",
"ArticleType": "",
"CategoryId": "",
"Problem": "",
"Title": ""
}
],
"ErrorMessage": ""
}

operation: Get List of Remedyforce Users

Input parameters

None.

Output

The output contains the following populated JSON schema:
{
"objectDescribe": {
"label": "",
"labelPlural": "",
"queryable": "",
"undeletable": "",
"replicateable": "",
"custom": "",
"deprecatedAndHidden": "",
"feedEnabled": "",
"createable": "",
"deletable": "",
"searchable": "",
"layoutable": "",
"keyPrefix": "",
"mergeable": "",
"name": "",
"updateable": "",
"customSetting": "",
"triggerable": "",
"retrieveable": "",
"activateable": "",
"urls": {
"quickActions": "",
"layouts": "",
"passwordUtilities": "",
"sobject": "",
"rowTemplate": "",
"compactLayouts": "",
"describe": ""
}
},
"recentItems": [
{
"Id": "",
"attributes": {
"url": "",
"type": ""
},
"Name": ""
}
]
}

operation: Get Categories

Input parameters

None.

Output

The output contains the following populated JSON schema:
{
"ErrorCode": "",
"Success": "",
"Result": [
{
"ParentId": "",
"Id": "",
"Name": ""
"Description": ""
}
],
"ErrorMessage": ""
}

operation: Get All Service Requests

Input parameters

Note: All the input parameters are optional. However, if you do not specify any parameter, then no filter criteria is applied, and an unfiltered list is returned.

Parameter	Description
Query	Query based on which you want to retrieve Service Requests from BMC Remedyforce. You can choose from the following options: MYIT_ALL_SRS_CREATED_BEFORE, MYIT_ALL_SRS_MODIFIED_AFTER, or MYIT_ALL_SRS_MODIFIED_BEFORE.
Date	Date value for the Query parameter you have specified. Date format is yyyy-mm-ddThh:mm:ssZ
Record Count	Number of records this operation should return. The maximum value that can be set is 200.

Output

The output contains the following populated JSON schema:
{
"ErrorCode": "",
"Success": "",
"Result": [
{
"SRDId": "",
"Fields": [
{
"Type": "",
"Editable": "",
"Value": "",
"Name": ""
}
],
"Answers": [
{
"CreatedDate": "",
"LastModifiedDate": "",
"QuestionText": "",
"Type": "",
"Values": "",
"Text": "",
"Id": "",
"QuestionId": ""
}
],
"Name": "",
"CategoryId": "",
"ActivityLog": [
{
"CreatedDate": "",
"Summary": "",
"Id": "",
"Notes": "",
"SubmitterUserImgURL": "",
"ModifiedDate": "",
"ViewAccess": "",
"WorkInfoType": "",
"SubmitterUsername": "",
"Submitter": "",
"srId": ""
}
],
"Id": ""
}
],
"ErrorMessage": ""
}

operation: Get Pending Approval Request

Input parameters

None.

Output

The output contains the following populated JSON schema:
{
"ErrorCode": "",
"Success": "",
"Result": [
{
"Submitted Date": "",
"Submitter": "",
"RelatedTo": "",
"RelatedRecordLink": "",
"AssignedTo": "",
"RelatedId": "",
"Type": "",
"Status": "",
"Id": ""
}
],
"ErrorMessage": ""
}

operation: Update Incident

Input parameters

Parameter	Description
Incident ID	Salesforce ID of an incident record on BMC Remedyforce in which you want to add a new client note.
Notes	Note that you want to add to the specific incident record on BMC Remedyforce.
Summary of Notes	(Optional) Summary version of the client notes that you want to add to the specific incident record on BMC Remedyforce.

Output

The output contains the following populated JSON schema:
{
"ErrorCode": "",
"Success": "",
"Result": {
"ActivityLog": [
{
"srId": "",
"Submitter": "",
"Summary": "",
"ModifiedDate": "",
"CreatedDate": "",
"Id": "",
"SubmitterUserImgURL": "",
"SubmitterUsername": "",
"WorkInfoType": "",
"Notes": "",
"ViewAccess": ""
}
]
},
"ErrorMessage": ""
}

operation: Approve Pending Approval Request

Input parameters

Parameter	Description
Context ID	Approval record ID that you want to approve on BMC Remedyforce.
Approver ID(s)	Approver IDs that you want to approve on BMC Remedyforce. You can specify multiple IDs using a comma-separated list. You can view the IDs in the “Get List of Remedyforce Users” operation's result variable. For example, {{vars.steps.Get_List_of_Remedyforce_Users.data.recentItems[0].Id}}. OR You can see the IDs in BMC Remedyforce user’s UI URL.
Comment	(Optional) Comment that you want to associate with the approval.

Output

The output contains the following populated JSON schema:
{
"instanceId": "",
"errors": "",
"instanceStatus": "",
"actorIds": "",
"entityId": "",
"newWorkitemIds": [],
"success": ""
}

operation: Reject Pending Approval Request

Input parameters

Parameter	Description
Context ID	Approval record ID that you want to reject on BMC Remedyforce.
Approver ID(s)	Approver IDs that you want to reject on BMC Remedyforce. You can specify multiple IDs using a comma-separated list. You can view the IDs in the “Get List of Remedyforce Users” operation's result variable. For example: {{vars.steps.Get_List_of_Remedyforce_Users.data.recentItems[0].Id}}. OR You can see the IDs in BMC Remedyforce user’s UI URL.
Comment	(Optional) Comment that you want to associate with the rejection.

Output

The output contains the following populated JSON schema:
{
"instanceId": "",
"errors": "",
"instanceStatus": "",
"actorIds": "",
"entityId": "",
"newWorkitemIds": [],
"success": ""
}

operation: Reassign Pending Approval Request

Input parameters

Parameter	Description
Salesforce ID	Salesforce ID of the ProcessInstanceWorkitem record in BMC Remedyforce that you want to reassign.
Actor ID	Actor ID has the User ID of the user to whom you want to reassign the approval request. You can view the IDs in the “Get List of Remedyforce Users” operation's result variable. For example, {{vars.steps.Get_List_of_Remedyforce_Users.data.recentItems[0].Id}}. OR You can see the IDs in BMC Remedyforce user’s UI URL.

Output

The output contains the following populated JSON schema:
{
"result": "",
"status": ""
}

Included playbooks

The Sample - BMC-Remedyforce - 1.0.0 playbook collection comes bundled with the BMC Remedyforce connector. These playbooks contain steps using which you can perform all supported actions. You can see bundled playbooks in the Automation > Playbooks section in CyOPs™ after importing the BMC Remedyforce connector.

• Approve Pending Approval Request
• Create Incident
• Get All Knowledge Articles
• Get All Service Requests
• Get Categories
• Get Knowledge Article Details
• Get List of Remedyforce User
• Get Pending Approval Request
• Get Service Request Detail By IDs
• Knowledge Search
• Reassign Pending Approval Request
• Reject Pending Approval Request
• Update Incident

Note: If you are planning to use any of the sample playbooks in your environment, ensure that you clone those playbooks and move them to a different collection since the sample playbook collection gets deleted during connector upgrade and delete.