In our example we are using Enterprise Alert’s Smart Connector to send event data to Enterprise Alert.  Alerts will be triggered if policy conditions match the parameters of incoming events and thus alert the right people at the right time.

Integration Steps

1. First we need to download and import the definitions files from the Event Source in Enterprise Alert. Obtaining the workflow definition file to set up the BMC Remedy DERDACK integration is very simple. In order to download the zip file containing the workflow definition files, you must first navigate to the configuration page of the BMC Remedy connection in Enterprise Alert.  Click on the Download link and copy the files to the BMC server.
   

To import the workflow definition files:

• Log in to the BMC Remedy Developer Studio, and then select File > Import.
• Select BMC Remedy Developer Studio > Application, and then click Next.
• Select the AR System server into which you want to upload the integration objects, and then click Next.
• Do one of the following:
  • Type in the location of the DERDACK_INTERFACE_APPL_VXx_DDMMYYYY.def file.
  • Click the Browse button to the right of the text field and navigate to the location of the DERDACK_INTERFACE_APPL_VXx_DDMMYYYY.def file. Select the file, and then click Open.
• Click Next.
  • If you have already imported a workflow definition file, ensure that you select the Replace Objects on the Destination Server check box (do not select the other check boxes), but note that any changes you have made to those objects will be lost. If you are sure the changes you made are necessary for your installation, you will be required to re-apply those changes to the new version of the files being imported unless you applied those changes to overlay objects.
• Click Finish.
  

2. The integration requires a dedicated ITSM user to interact with incidents so you have to create a new user with the following permissions: Asset Viewer, Contact Organization Admin, Incident Master
   
3. In Enterprise Alert we now need to establish the connection to the BMC server. From the main screen of the  Web Portal click on System > Event Source > BMC Remedy Sample
   
4. Populate the Connector with the following fields:

• Name
• Web Service URL – This link consists of access to the webservice component on the server and the mid-tier server alias name. Here is an example:
  http://:/arsys/services/ARService?server=
• Username and Password of the dedicated user created in step 2.
• Change the Type of Remedy Web Service API to 2 – Custom API for EnterpriseAlert
  

5. If the connection is healthy, it will show up as blue on the Event Sources screen, as shown below.
   

This means that BMC Remedy incidents will be allowed to appear under Incoming Events in Enterprise Alert, which will allow users to easily create alert policies relating to the incoming BMC Remedy incidents that will issue alerts to the assigned teams that will then be able to resolve the incident.

It is also possible to create these policies in the Alert Policies section of Enterprise Alert, but it is much easier to create them from the screen above, as certain information will automatically be populated when creating an alert policy from the above screen.

6. Creating a policy from Event. Here is an example but please keep in mind your event parameters will vary:
   
   
   
   
7. Alerts will trigger the policy the next time the conditions are met. They are viewable from the Web Portal as well as the mobile app.