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BMC RemedyForce

1.2.0
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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 FortiSOAR™ playbooks. Add the BMC Remedyforce connector as a step in FortiSOAR™ 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: 1.2.0

FortiSOAR™ Version Tested on: 4.12.1-253

BMC Remedyforce Version Tested on: 201901.140.67

Authored By: Fortinet

Certified: Yes

Release Notes for version 1.2.0

Following enhancements have been made to the BMC Remedyforce connector in version 1.1.0:

  • Added the following new operations and playbooks:
    • Download File

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-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 FortiSOAR™ UI, ensure that port 443 is open through the firewall for the FortiSOARTM instance.

Configuring the connector

For the procedure to configure a connector, click here

Configuration parameters

In FortiSOAR™, 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 FortiSOAR™  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 in BMC Remedyforce based on the incident ID and JSON fields you have specified. 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
Add Client Note to a Service Request Adds a new client note to an existing a service request on BMC Remedyforce. 

add_client_note 

Investigation

Get Incident Details Retrieves details for all incident records or specific incident records from BMC Remedyforce based on the incident ID you have specified. get_incident_details
Investigation
Get Sobject's Queue Retrieves all queues for the Sobject from BMC Remedyforce based on the name of the object you have specified. get_queues
Investigation
Get Queue Details Retrieved information of a particular queue from BMC Remedyforce based on the queue ID you have specified. get_queue_details
Investigation
Run Query Executes a Salesforce Query Language (SOQL) query to read information stored in your organization's database. run_query
Investigation
Get CMDB Attributes Retrieves attributes and details of CMDB classes from BMC Remedyforce based on the CMDB class name you have specified. get_cmdb_attributes
Investigation
Download File Retrieves details of files for an incident from BMC Remedyforce based on the incident ID you have specified. download_file
Investigation

operation: Create Incident

Input parameters

Parameter Description
Client ID ID of the client in which you want to create the BMC Remedyforce incident.
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 that you want to update on BMC Remedyforce.
JSON Field

Record fields in the JSON format that you want to update in the specified incident in Salesforce.

Output

The output contains the following populated JSON schema:

     "result": "", 
     "status": "" 
}

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": ""
}

operation: Add Client Note to a Service Request

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 Notes 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:

     "ErrorMessage": "", 
     "Success": "", 
     "ErrorCode": "", 
     "Result": { 
         "ActivityLog": [ 
             { 
                 "Submitter": "", 
                 "ViewAccess": "", 
                 "CreatedDate": "", 
                 "WorkInfoType": "", 
                 "ModifiedDate": "", 
                 "Summary": "", 
                 "Id": "", 
                 "srId": "", 
                 "SubmitterUsername": "", 
                 "SubmitterUserImgURL": "", 
                 "Notes": "" 
             } 
         ] 
     } 
}

operation: Get Incident Details

Input parameters

Parameter Description
Incident ID (Optional) Salesforce incident record ID based on which you want to retrieve details from BMC Remedyforce.

Output

The output contains a non-dictionary value.

operation: Get Sobject's Queue

Input parameters

Parameter Description
Name of Object Name of the object whose queue list you want to retrieve from BMC Remedyforce.
This parameter makes an API call named "list_salesforce_objects" to dynamically populate the Name of Object drop-down selections.

Output

The output contains the following populated JSON schema:

     "ErrorMessage": "", 
     "Success": "", 
     "ErrorCode": "", 
     "Result": [ 
         { 
             "Company": "", 
             "CreatedDate": "", 
             "ModifiedDate": "", 
             "Name": "", 
             "Id": "", 
             "Organization": "" 
         } 
     ] 
}

operation: Get Queue Details

Input parameters

Parameter Description
Queue ID Salesforce ID of the queue record whose information you want to retrieve from BMC Remedyforce.

Output

The output contains the following populated JSON schema:

     "ErrorMessage": "", 
     "Success": "", 
     "ErrorCode": "", 
     "Result": [] 
}

operation: Run Query

Input parameters

Parameter Description
Query Executes a Salesforce Query Language (SOQL) query that you want to execute on Salesforce to read information stored in your organization's database.
Query Type Type of SOQL query that you want to run on Salesforce. You can choose either Query or QueryAll.

Output

The output contains the following populated JSON schema:

     "done": "", 
     "totalSize": "", 
     "records": [] 
}

operation: Get CMDB Attributes

Input parameters

Parameter Description
Type Type of CMDB attributes to be retrieve from BMC Remedyforce. You can choose between Specific or All.
If you select All, then attributes and details of the CMDB class and super classes in the hierarchy are retrieved from BMC Remedyforce.
If you select Specific, then attributes and details of specific CMDB class is retrieved from BMC Remedyforce.
CMDB Class Name CMDB class name whose attributes you want to retrieve from BMC Remedyforce.
To get the CMDB class name, use the Developer Console or Workbench or the Run Query action to execute a SOQL query on the BMCServiceDesk__CMDB_Class__c object and get the CMDB class name from the BMCServiceDesk__ClassName__c field.

Output

The output contains the following populated JSON schema:

     "classinfo": {} 
}

operation: Download File

Input parameters

Parameter Description
Incident ID Salesforce incident record ID whose file details you want to retrieve from BMC Remedyforce.

Output

The output contains the following populated JSON schema:


     "data": [ 
         { 
             "@context": "", 
             "modifyUser": { 
                 "modifyDate": "", 
                 "userId": "", 
                 "modifyUser": "", 
                 "userType": "", 
                 "name": "", 
                 "@type": "", 
                 "createUser": "", 
                 "createDate": "", 
                 "@settings": "", 
                 "avatar": "", 
                 "@id": "", 
                 "id": "" 
             }, 
             "name": "", 
             "file": { 
                 "mimeType": "", 
                 "metadata": "", 
                 "@id": "", 
                 "@context": "", 
                 "filename": "", 
                 "size": "", 
                 "uploadDate": "", 
                 "file": { 
                     "@type": "" 
                 }, 
                 "owners": [], 
                 "@type": "" 
             }, 
             "type": "", 
             "createUser": { 
                 "modifyDate": "", 
                 "userId": "", 
                 "modifyUser": "", 
                 "userType": "", 
                 "name": "", 
                 "@type": "", 
                 "createUser": "", 
                 "createDate": "", 
                 "@settings": "", 
                 "avatar": "", 
                 "@id": "", 
                 "id": "" 
             }, 
             "@type": "", 
             "createDate": "", 
             "description": "", 
             "modifyDate": "", 
             "@id": "", 
             "id": "" 
         } 
     ] 
}

Included playbooks

The Sample - BMC Remedyforce - 1.2.0 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 FortiSOAR™ after importing the BMC Remedyforce connector.

  • Add Client Note to a Service Request
  • Approve Pending Approval Request
  • Create Incident
  • Download File
  • Get All Knowledge Articles
  • Get All Service Requests
  • Get Categories
  • Get CMDB Attributes
  • Get Incident Details
  • Get Knowledge Article Details
  • Get List of Remedyforce Users
  • Get Pending Approval Request
  • Get Queue Details
  • Get Service Request Detail By IDs
  • Get Sobject's Queue
  • Knowledge Search
  • Reassign Pending Approval Request
  • Reject Pending Approval Request
  • Run Query
  • 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.

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 FortiSOAR™ playbooks. Add the BMC Remedyforce connector as a step in FortiSOAR™ 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: 1.2.0

FortiSOAR™ Version Tested on: 4.12.1-253

BMC Remedyforce Version Tested on: 201901.140.67

Authored By: Fortinet

Certified: Yes

Release Notes for version 1.2.0

Following enhancements have been made to the BMC Remedyforce connector in version 1.1.0:

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-bmc-remedyforce

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 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 FortiSOAR™  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 in BMC Remedyforce based on the incident ID and JSON fields you have specified. 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
Add Client Note to a Service Request Adds a new client note to an existing a service request on BMC Remedyforce. 

add_client_note 

Investigation

Get Incident Details Retrieves details for all incident records or specific incident records from BMC Remedyforce based on the incident ID you have specified. get_incident_details
Investigation
Get Sobject's Queue Retrieves all queues for the Sobject from BMC Remedyforce based on the name of the object you have specified. get_queues
Investigation
Get Queue Details Retrieved information of a particular queue from BMC Remedyforce based on the queue ID you have specified. get_queue_details
Investigation
Run Query Executes a Salesforce Query Language (SOQL) query to read information stored in your organization's database. run_query
Investigation
Get CMDB Attributes Retrieves attributes and details of CMDB classes from BMC Remedyforce based on the CMDB class name you have specified. get_cmdb_attributes
Investigation
Download File Retrieves details of files for an incident from BMC Remedyforce based on the incident ID you have specified. download_file
Investigation

operation: Create Incident

Input parameters

Parameter Description
Client ID ID of the client in which you want to create the BMC Remedyforce incident.
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 that you want to update on BMC Remedyforce.
JSON Field

Record fields in the JSON format that you want to update in the specified incident in Salesforce.

Output

The output contains the following populated JSON schema:

     "result": "", 
     "status": "" 
}

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": ""
}

operation: Add Client Note to a Service Request

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 Notes 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:

     "ErrorMessage": "", 
     "Success": "", 
     "ErrorCode": "", 
     "Result": { 
         "ActivityLog": [ 
             { 
                 "Submitter": "", 
                 "ViewAccess": "", 
                 "CreatedDate": "", 
                 "WorkInfoType": "", 
                 "ModifiedDate": "", 
                 "Summary": "", 
                 "Id": "", 
                 "srId": "", 
                 "SubmitterUsername": "", 
                 "SubmitterUserImgURL": "", 
                 "Notes": "" 
             } 
         ] 
     } 
}

operation: Get Incident Details

Input parameters

Parameter Description
Incident ID (Optional) Salesforce incident record ID based on which you want to retrieve details from BMC Remedyforce.

Output

The output contains a non-dictionary value.

operation: Get Sobject's Queue

Input parameters

Parameter Description
Name of Object Name of the object whose queue list you want to retrieve from BMC Remedyforce.
This parameter makes an API call named "list_salesforce_objects" to dynamically populate the Name of Object drop-down selections.

Output

The output contains the following populated JSON schema:

     "ErrorMessage": "", 
     "Success": "", 
     "ErrorCode": "", 
     "Result": [ 
         { 
             "Company": "", 
             "CreatedDate": "", 
             "ModifiedDate": "", 
             "Name": "", 
             "Id": "", 
             "Organization": "" 
         } 
     ] 
}

operation: Get Queue Details

Input parameters

Parameter Description
Queue ID Salesforce ID of the queue record whose information you want to retrieve from BMC Remedyforce.

Output

The output contains the following populated JSON schema:

     "ErrorMessage": "", 
     "Success": "", 
     "ErrorCode": "", 
     "Result": [] 
}

operation: Run Query

Input parameters

Parameter Description
Query Executes a Salesforce Query Language (SOQL) query that you want to execute on Salesforce to read information stored in your organization's database.
Query Type Type of SOQL query that you want to run on Salesforce. You can choose either Query or QueryAll.

Output

The output contains the following populated JSON schema:

     "done": "", 
     "totalSize": "", 
     "records": [] 
}

operation: Get CMDB Attributes

Input parameters

Parameter Description
Type Type of CMDB attributes to be retrieve from BMC Remedyforce. You can choose between Specific or All.
If you select All, then attributes and details of the CMDB class and super classes in the hierarchy are retrieved from BMC Remedyforce.
If you select Specific, then attributes and details of specific CMDB class is retrieved from BMC Remedyforce.
CMDB Class Name CMDB class name whose attributes you want to retrieve from BMC Remedyforce.
To get the CMDB class name, use the Developer Console or Workbench or the Run Query action to execute a SOQL query on the BMCServiceDesk__CMDB_Class__c object and get the CMDB class name from the BMCServiceDesk__ClassName__c field.

Output

The output contains the following populated JSON schema:

     "classinfo": {} 
}

operation: Download File

Input parameters

Parameter Description
Incident ID Salesforce incident record ID whose file details you want to retrieve from BMC Remedyforce.

Output

The output contains the following populated JSON schema:


     "data": [ 
         { 
             "@context": "", 
             "modifyUser": { 
                 "modifyDate": "", 
                 "userId": "", 
                 "modifyUser": "", 
                 "userType": "", 
                 "name": "", 
                 "@type": "", 
                 "createUser": "", 
                 "createDate": "", 
                 "@settings": "", 
                 "avatar": "", 
                 "@id": "", 
                 "id": "" 
             }, 
             "name": "", 
             "file": { 
                 "mimeType": "", 
                 "metadata": "", 
                 "@id": "", 
                 "@context": "", 
                 "filename": "", 
                 "size": "", 
                 "uploadDate": "", 
                 "file": { 
                     "@type": "" 
                 }, 
                 "owners": [], 
                 "@type": "" 
             }, 
             "type": "", 
             "createUser": { 
                 "modifyDate": "", 
                 "userId": "", 
                 "modifyUser": "", 
                 "userType": "", 
                 "name": "", 
                 "@type": "", 
                 "createUser": "", 
                 "createDate": "", 
                 "@settings": "", 
                 "avatar": "", 
                 "@id": "", 
                 "id": "" 
             }, 
             "@type": "", 
             "createDate": "", 
             "description": "", 
             "modifyDate": "", 
             "@id": "", 
             "id": "" 
         } 
     ] 
}

Included playbooks

The Sample - BMC Remedyforce - 1.2.0 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 FortiSOAR™ after importing the BMC Remedyforce 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.