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About the connector

BMC Remedy Action Request System (BMC Remedy AR System) enables you to automate a broad range of business solutions, from service desk call tracking to inventory management to integrated systems management.

This document provides information about the BMC Remedy AR System connector, which facilitates automated interactions with a ProtectWise server using FortiSOAR™ playbooks. Add the BMC Remedy AR System connector as a step in FortiSOAR™ playbooks and perform automated operations, such as creating or updating an incident ticket in the BMC Remedy AR System or setting the status of an incident ticket in the BMC Remedy AR System.

Version information

Connector Version: 1.2.0

FortiSOAR™ Versions Tested on: 4.11.0-1161

BMC Remedy AR System Version Tested on: 9.1.0.4

Authored By: Fortinet

Certified: Yes

Release Notes for version 1.2.0

Following enhancements have been made to the BMC Remedy AR System Connector in version 1.2.0:

  • Added the following operations and playbooks:
    • Create Change Management Request
    • Retrieve Change Management Request
    • Get Change Management Request
    • Update Change Management Request
  • Added the Additional Fields input parameter to the Create Incident operation.

Installing the connector

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

yum install cyops-connector-bmcremedy

For the detailed procedure to install a connector, click here.

Prerequisites to configuring the connector

  • You must have the URL of the BMC Remedy AR server and credentials (username-password pair) to access the server.
  • To access the FortiSOAR™ UI, ensure that port 443 is open through the firewall for the FortiSOAR™ instance.

Configuring the connector

For the procedure to configure a connector, click here.

Configuration parameters

In FortiSOAR™, on the Connectors page, click the BMC Remedy AR System connector row, and in the Configuration tab enter the required configuration details.

Parameter Description
Server URL URL of the BMC Remedy AR server to which you will connect and perform automated operations.
Username Username to access the BMC Remedy AR server to which you will connect and perform automated operations.
Password Password to access the BMC Remedy AR server to which you will connect and perform automated operations.
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 FortiSOAR™ release 4.10.0 onwards:

Function Description Annotation and Category
Create Incident Creates an incident ticket in the BMC Remedy AR System based on the input parameters you have specified. create_incident
Investigation
Update Incident Updates an existing incident ticket that you specify using the Incident Request ID in the BMC Remedy AR System based on the input parameters you have specified. update_incident
Investigation
Retrieve Incident Retrieves the details of an existing incident ticket from the BMC Remedy AR System based on the Incident Request ID you have specified. get_incident
Investigation
Get List of Incidents Retrieves a list of all available incident tickets from the BMC Remedy AR System. get_incidents
Investigation
Set Incident Status Sets the status of a specific incident ticket in the BMC Remedy AR System based on the Incident ID you have specified. set_incident_status
Investigation
Create Change Management Request Creates a change management request in the BMC Remedy AR System based on the input parameters you have specified. create_change_management_request
Investigation
Retrieve Change Management Request Retrieves the details of an existing change management request from the BMC Remedy AR System based on the Change Request ID you have specified. get_change_management_request
Investigation
List Change Management Requests Retrieves a list of all available change management requests from the BMC Remedy AR System. get_change_management_requests
Investigation
Update Change Management Requests Updates an existing change management request that you specify using the Change Entry ID in the BMC Remedy AR System based on the input parameters you have specified update_change_management_request
Investigation

operation: Create Incident

Input parameters

Parameter Description
First Name First name of the user who has access to create an incident on the BMC Remedy AR System.
Last Name Last name of the user who has access to create an incident on the BMC Remedy AR System.
Description Description of the incident that you want to create on the BMC Remedy AR System.
Impact Impact of the incident that you want to create on the BMC Remedy AR System. Value of this field will be the one taken from BMC Remedy Impact field.
Urgency Urgency of the incident that you want to create on the BMC Remedy AR System.
Status Status of the incident that you want to create on the BMC Remedy AR System.
Reported Source Source from where the incident that you want to create on the BMC Remedy AR System was reported.
Service Type Type of service for the incident that you want to create on the BMC Remedy AR System was reported.
Additional Fields (Optional) Additional fields that you want to add to the incident that you want to create on the BMC Remedy AR System.

Output

The JSON output contains the ID of the incident that is created on the BMC Remedy AR System.

Following image displays a sample output:

operation: Update Incident

Input parameters

Note: All fields apart from Incident Request ID are optional

Parameter Description
Incident Request ID Request ID of the incident that you want to update on the BMC Remedy AR System.
You must enter a value in this field. For example, INC000000000245|INC000000000245
First Name First name of the user who has access to update an incident on the BMC Remedy AR System.
Last Name Last name of the user who has access to update an incident on the BMC Remedy AR System.
Description Description of the incident that you want to update on the BMC Remedy AR System.
Impact Impact of the incident that you want to update on the BMC Remedy AR System. Value of this field will be the one taken from BMC Remedy Impact field.
Urgency Urgency of the incident that you want to update on the BMC Remedy AR System.
Status Status of the incident that you want to update on the BMC Remedy AR System.
Reported Source Source from where the incident that you want to update on the BMC Remedy AR System was reported.
Service Type Type of service for the incident that you want to update on the BMC Remedy AR System was reported.

Output

The JSON output contains the status of the operation.

Following image displays a sample output:

operation: Retrieve Incident

Input parameters

Parameter Description
Incident Number ID or number of the incident whose details you want to retrieve from the BMC Remedy AR System.

Output

The JSON output details of an incident based on the Incident number you have specified retrieved from the BMC Remedy AR System.

Following image displays a sample output:

operation: Get List of Incidents

Input parameters

Parameter Description
Limit (Optional) Maximum number of incidents that this operation should retrieve from the BMC Remedy AR System.
Offset (Optional) Index of the first item to return from the search result.

Output

The JSON output a list of all available incident tickets retrieved from the BMC Remedy AR System.

Following image displays a sample output:

operation: Set Incident Status

Input parameters

Parameter Description
Incident Request ID Request ID of the incident whose status you want to update on the BMC Remedy AR System.
Status Status that you want to set for the specified incident on the BMC Remedy AR System.

Output

The JSON output contains the status of the operation.

Following image displays a sample output:

operation: Create Change Management Request

Input parameters

Parameter Description
First Name First name of the user who has access to create a change management request on the BMC Remedy AR System.
Last Name Last name of the user who has access to create a change management request on the BMC Remedy AR System.
Description Description of the change management request that you want to create on the BMC Remedy AR System.
Impact Impact of the change management request that you want to create on the BMC Remedy AR System. Value of this field will be the one taken from BMC Remedy Impact field.
Urgency Urgency of the change management request that you want to create on the BMC Remedy AR System.
Status Status of the change management request that you want to create on the BMC Remedy AR System.
Risk Level Risk level of the change management request that you want to create on the BMC Remedy AR System.
Change Type Type of change of the change management request that you want to create on the BMC Remedy AR System.
Location Company Name of the company that is creating a change management request on the BMC Remedy AR System
Additional Fields (Optional) Additional fields that you want to add to the change management request that you want to create on the BMC Remedy AR System.

Output

The JSON output contains the ID of the change management request that is created on the BMC Remedy AR System.

Following image displays a sample output:

operation: Retrieve Change Management Request

Input parameters

Parameter Description
Change Request ID ID of the change management request whose details you want to retrieve from the BMC Remedy AR System.

Output

The JSON output details of an change management request based on the change request ID you have specified retrieved from the BMC Remedy AR System.

Following image displays a sample output:

operation: List Change Management Requests

Input parameters

Parameter Description
Limit (Optional) Maximum number of change management requests that this operation should retrieve from the BMC Remedy AR System.
Offset (Optional) Index of the first item to return from the search result.

Output

The JSON output a list of all available change management request retrieved from the BMC Remedy AR System.

Following image displays a sample output:

operation: Update Change Management Request

Input parameters

Note: All fields apart from Change Entry ID are optional

Parameter Description
Change Entry ID ID of the change management request that you want to update on the BMC Remedy AR System.
First Name First name of the user who has access to update a change management request on the BMC Remedy AR System.
Last Name Last name of the user who has access to update a change management request on the BMC Remedy AR System.
Description Description of the change management request that you want to update on the BMC Remedy AR System.
Impact Impact of the change management request that you want to update on the BMC Remedy AR System. Value of this field will be the one taken from BMC Remedy Impact field.
Urgency Urgency of the change management request that you want to update on the BMC Remedy AR System.
Status Status of the change management request that you want to update on the BMC Remedy AR System.
Risk Level Risk level of the change management request that you want to update on the BMC Remedy AR System.
Change Type Type of change of the change management request that you want to update on the BMC Remedy AR System.
Location Company Name of the company that is updating a change management request on the BMC Remedy AR System
Additional Fields (Optional) Additional fields that you want to add to the change management request that you want to update on the BMC Remedy AR System.

Output

The JSON output returns a `Success` message if you could successfully update the existing change management request, based on the changed entry ID you have specified.

Included playbooks

The Sample - BMC Remedy AR System - 1.2.0 playbook collection comes bundled with the BMC Remedy AR System connector. This playbook contains steps using which you can perform all supported actions. You can see the bundled playbooks in the Automation > Playbooks section in FortiSOAR™ after importing the BMC Remedy AR System connector.

  • Create Change Management Request
  • Create Incident
  • List All Change Management Request
  • List All Incidents
  • Retrieve Change Management Request Details
  • Retrieve Incident Details
  • Update a Change Management Request
  • Update an Incident
  • Update status of an 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.

About the connector

BMC Remedy Action Request System (BMC Remedy AR System) enables you to automate a broad range of business solutions, from service desk call tracking to inventory management to integrated systems management.

This document provides information about the BMC Remedy AR System connector, which facilitates automated interactions with a ProtectWise server using FortiSOAR™ playbooks. Add the BMC Remedy AR System connector as a step in FortiSOAR™ playbooks and perform automated operations, such as creating or updating an incident ticket in the BMC Remedy AR System or setting the status of an incident ticket in the BMC Remedy AR System.

Version information

Connector Version: 1.2.0

FortiSOAR™ Versions Tested on: 4.11.0-1161

BMC Remedy AR System Version Tested on: 9.1.0.4

Authored By: Fortinet

Certified: Yes

Release Notes for version 1.2.0

Following enhancements have been made to the BMC Remedy AR System Connector in version 1.2.0:

Installing the connector

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

yum install cyops-connector-bmcremedy

For the detailed procedure to install a connector, click here.

Prerequisites to configuring the connector

Configuring the connector

For the procedure to configure a connector, click here.

Configuration parameters

In FortiSOAR™, on the Connectors page, click the BMC Remedy AR System connector row, and in the Configuration tab enter the required configuration details.

Parameter Description
Server URL URL of the BMC Remedy AR server to which you will connect and perform automated operations.
Username Username to access the BMC Remedy AR server to which you will connect and perform automated operations.
Password Password to access the BMC Remedy AR server to which you will connect and perform automated operations.
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 FortiSOAR™ release 4.10.0 onwards:

Function Description Annotation and Category
Create Incident Creates an incident ticket in the BMC Remedy AR System based on the input parameters you have specified. create_incident
Investigation
Update Incident Updates an existing incident ticket that you specify using the Incident Request ID in the BMC Remedy AR System based on the input parameters you have specified. update_incident
Investigation
Retrieve Incident Retrieves the details of an existing incident ticket from the BMC Remedy AR System based on the Incident Request ID you have specified. get_incident
Investigation
Get List of Incidents Retrieves a list of all available incident tickets from the BMC Remedy AR System. get_incidents
Investigation
Set Incident Status Sets the status of a specific incident ticket in the BMC Remedy AR System based on the Incident ID you have specified. set_incident_status
Investigation
Create Change Management Request Creates a change management request in the BMC Remedy AR System based on the input parameters you have specified. create_change_management_request
Investigation
Retrieve Change Management Request Retrieves the details of an existing change management request from the BMC Remedy AR System based on the Change Request ID you have specified. get_change_management_request
Investigation
List Change Management Requests Retrieves a list of all available change management requests from the BMC Remedy AR System. get_change_management_requests
Investigation
Update Change Management Requests Updates an existing change management request that you specify using the Change Entry ID in the BMC Remedy AR System based on the input parameters you have specified update_change_management_request
Investigation

operation: Create Incident

Input parameters

Parameter Description
First Name First name of the user who has access to create an incident on the BMC Remedy AR System.
Last Name Last name of the user who has access to create an incident on the BMC Remedy AR System.
Description Description of the incident that you want to create on the BMC Remedy AR System.
Impact Impact of the incident that you want to create on the BMC Remedy AR System. Value of this field will be the one taken from BMC Remedy Impact field.
Urgency Urgency of the incident that you want to create on the BMC Remedy AR System.
Status Status of the incident that you want to create on the BMC Remedy AR System.
Reported Source Source from where the incident that you want to create on the BMC Remedy AR System was reported.
Service Type Type of service for the incident that you want to create on the BMC Remedy AR System was reported.
Additional Fields (Optional) Additional fields that you want to add to the incident that you want to create on the BMC Remedy AR System.

Output

The JSON output contains the ID of the incident that is created on the BMC Remedy AR System.

Following image displays a sample output:

operation: Update Incident

Input parameters

Note: All fields apart from Incident Request ID are optional

Parameter Description
Incident Request ID Request ID of the incident that you want to update on the BMC Remedy AR System.
You must enter a value in this field. For example, INC000000000245|INC000000000245
First Name First name of the user who has access to update an incident on the BMC Remedy AR System.
Last Name Last name of the user who has access to update an incident on the BMC Remedy AR System.
Description Description of the incident that you want to update on the BMC Remedy AR System.
Impact Impact of the incident that you want to update on the BMC Remedy AR System. Value of this field will be the one taken from BMC Remedy Impact field.
Urgency Urgency of the incident that you want to update on the BMC Remedy AR System.
Status Status of the incident that you want to update on the BMC Remedy AR System.
Reported Source Source from where the incident that you want to update on the BMC Remedy AR System was reported.
Service Type Type of service for the incident that you want to update on the BMC Remedy AR System was reported.

Output

The JSON output contains the status of the operation.

Following image displays a sample output:

operation: Retrieve Incident

Input parameters

Parameter Description
Incident Number ID or number of the incident whose details you want to retrieve from the BMC Remedy AR System.

Output

The JSON output details of an incident based on the Incident number you have specified retrieved from the BMC Remedy AR System.

Following image displays a sample output:

operation: Get List of Incidents

Input parameters

Parameter Description
Limit (Optional) Maximum number of incidents that this operation should retrieve from the BMC Remedy AR System.
Offset (Optional) Index of the first item to return from the search result.

Output

The JSON output a list of all available incident tickets retrieved from the BMC Remedy AR System.

Following image displays a sample output:

operation: Set Incident Status

Input parameters

Parameter Description
Incident Request ID Request ID of the incident whose status you want to update on the BMC Remedy AR System.
Status Status that you want to set for the specified incident on the BMC Remedy AR System.

Output

The JSON output contains the status of the operation.

Following image displays a sample output:

operation: Create Change Management Request

Input parameters

Parameter Description
First Name First name of the user who has access to create a change management request on the BMC Remedy AR System.
Last Name Last name of the user who has access to create a change management request on the BMC Remedy AR System.
Description Description of the change management request that you want to create on the BMC Remedy AR System.
Impact Impact of the change management request that you want to create on the BMC Remedy AR System. Value of this field will be the one taken from BMC Remedy Impact field.
Urgency Urgency of the change management request that you want to create on the BMC Remedy AR System.
Status Status of the change management request that you want to create on the BMC Remedy AR System.
Risk Level Risk level of the change management request that you want to create on the BMC Remedy AR System.
Change Type Type of change of the change management request that you want to create on the BMC Remedy AR System.
Location Company Name of the company that is creating a change management request on the BMC Remedy AR System
Additional Fields (Optional) Additional fields that you want to add to the change management request that you want to create on the BMC Remedy AR System.

Output

The JSON output contains the ID of the change management request that is created on the BMC Remedy AR System.

Following image displays a sample output:

operation: Retrieve Change Management Request

Input parameters

Parameter Description
Change Request ID ID of the change management request whose details you want to retrieve from the BMC Remedy AR System.

Output

The JSON output details of an change management request based on the change request ID you have specified retrieved from the BMC Remedy AR System.

Following image displays a sample output:

operation: List Change Management Requests

Input parameters

Parameter Description
Limit (Optional) Maximum number of change management requests that this operation should retrieve from the BMC Remedy AR System.
Offset (Optional) Index of the first item to return from the search result.

Output

The JSON output a list of all available change management request retrieved from the BMC Remedy AR System.

Following image displays a sample output:

operation: Update Change Management Request

Input parameters

Note: All fields apart from Change Entry ID are optional

Parameter Description
Change Entry ID ID of the change management request that you want to update on the BMC Remedy AR System.
First Name First name of the user who has access to update a change management request on the BMC Remedy AR System.
Last Name Last name of the user who has access to update a change management request on the BMC Remedy AR System.
Description Description of the change management request that you want to update on the BMC Remedy AR System.
Impact Impact of the change management request that you want to update on the BMC Remedy AR System. Value of this field will be the one taken from BMC Remedy Impact field.
Urgency Urgency of the change management request that you want to update on the BMC Remedy AR System.
Status Status of the change management request that you want to update on the BMC Remedy AR System.
Risk Level Risk level of the change management request that you want to update on the BMC Remedy AR System.
Change Type Type of change of the change management request that you want to update on the BMC Remedy AR System.
Location Company Name of the company that is updating a change management request on the BMC Remedy AR System
Additional Fields (Optional) Additional fields that you want to add to the change management request that you want to update on the BMC Remedy AR System.

Output

The JSON output returns a `Success` message if you could successfully update the existing change management request, based on the changed entry ID you have specified.

Included playbooks

The Sample - BMC Remedy AR System - 1.2.0 playbook collection comes bundled with the BMC Remedy AR System connector. This playbook contains steps using which you can perform all supported actions. You can see the bundled playbooks in the Automation > Playbooks section in FortiSOAR™ after importing the BMC Remedy AR System connector.

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.