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: 1.3.0
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 1.3.0
Following enhancements have been made to the BMC Remedy AR System Connector in version 1.3.0:
- Added an optional parameter named
Query Parameters to the Get Incident Details and Get Change Management Request operations.
- Added the following operations:
- Add Work Info
- Query Change Request
- Query Remedy Incident operations.
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 |
| Get Incident Details |
Retrieves the details of an existing incident ticket from the BMC Remedy AR System, based on the Incident Request ID and query parameters (if any) you have specified. |
get_incident
Investigation |
| Get All Incidents |
Retrieves a list of all available incident tickets from the BMC Remedy AR System. |
get_incidents
Investigation |
| Update Incident Status |
Updates 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 |
| Get Change Management Request |
Retrieves the details of an existing change management request from the BMC Remedy AR System, based on the Change Request ID and query parameters (if any) you have specified. |
get_change_management_request
Investigation |
| Get All 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 |
| Add Work Info |
Adds a work log entry to a change request or incident in the BMC Remedy AR System, based on the input parameters you have specified. |
add_work_info
Investigation |
| Query Change Request |
Queries and retrieves a change management request from the BMC Remedy AR System, based on the query parameters you have specified. |
query_change_request
Investigation |
| Query Remedy Incident |
Queries and retrieves an incident ticket from the BMC Remedy AR System, based on the query parameters you have specified. |
query_remedy_incident
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 taken from the 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 taken from the 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. |
| Additional Fields |
Additional fields that you want to add to the incident that you want to update on the BMC Remedy AR System. |
Output
The JSON output contains the status of the operation.
Following image displays a sample output:
operation: Get Incident Details
Input parameters
| Parameter |
Description |
| Incident Number |
ID or number of the incident whose details you want to retrieve from the BMC Remedy AR System. |
| Query Parameters |
(Optional) Additional parameters that will be used to query the endpoint using the API key (DB Field name) and value.
For example:
{
"Assigned Group": "Service Desk"
} |
Output
The JSON output contains details of the incident based on the incident number and query parameters (if any) you have specified, retrieved from the BMC Remedy AR System.
Following image displays a sample output:
operation: Get All Incidents
Input parameters
| Parameter |
Description |
| Limit |
(Optional) Maximum number of incident tickets 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: Update 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 taken from the 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: Get Change Management Request
Input parameters
| Parameter |
Description |
| Change Entry ID |
ID of the change management entry whose details you want to retrieve from the BMC Remedy AR System. |
| Query Parameters |
(Optional) Additional parameters that will be used to query the endpoint using the API key (DB Field name) and value.
For example:
{
"Assigned Group": "Service Desk"
} |
Output
The JSON output details of a change management request based on the change request ID and query parameters (if any) you have specified, retrieved from the BMC Remedy AR System.
Following image displays a sample output:
operation: Get All 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 taken from the 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.
Following image displays a sample output:
operation: Add Work Info
Input parameters
| Parameter |
Description |
| Management |
Type of management to which you want to add the work log entry in the BMC Remedy AR System. You can choose between Change Request or Incident. |
| Infrastructure Change ID |
ID of the Change Request or Incident to which you want to add the work log entry in the BMC Remedy AR System. |
| Work Log Type |
Type of work log that you want to add in the BMC Remedy AR System. For example, Cancellation Information. |
| Description |
Description of the work log entry that you want to add in the BMC Remedy AR System. |
Output
The JSON output returns a Success message if you could successfully add a work log entry in the BMC Remedy AR System based on the input parameters you have specified.
Following image displays a sample output:
operation: Query Change Request
Input parameters
| Parameter |
Description |
| Query Parameters |
Query parameter based on which you will query the endpoint and retrieve the change management request from the BMC Remedy AR System. |
| Value |
Specify the value of the query parameter you have selected from the Query Parameters drop-down list.
If you select Other Fields from the Query Parameters drop-down list, then in the Field box, you must provide the query parameters, in the JSON format, one at a time. |
Output
The JSON output contains details of the change management request based on query parameters you have specified, retrieved from the BMC Remedy AR System.
Following image displays a sample output:
operation: Query Remedy Incident
Input parameters
| Parameter |
Description |
| Query Parameters |
Query parameter based on which you will query the endpoint and retrieve the incident ticket from the BMC Remedy AR System. |
| Value |
Specify the value of the query parameter you have selected from the Query Parameters drop-down list.
If you select Other Fields from the Query Parameters drop-down list, then in the Field box, you must provide the query parameters, in the JSON format, one at a time. |
Output
The JSON output contains details of the incident ticket based on query parameters you have specified, retrieved from the BMC Remedy AR System.
Following image displays a sample output:
Included playbooks
The Sample - BMC Remedy AR System - 1.3.0 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.
- Add Work Info
- Create Change Management Request
- Create Change Management Request
- Create Incident
- Get All Change Management Request
- Get All Incident
- Get Change Management Request Details
- Get Incident Details
- Query Change Request
- Query Remedy Incident
- 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.
