Are you looking at moving from a 24/7 staffed NOC to working with on-call teams? Are you in need of reliably alerting your people after business hours and on public holiday? Are your on-call people receiving too many alerts at night? Do you need a “who’s on call” dashboard?
Derdack’s EnterpriseAlert adds reliable and mobile alerting to BMC Remedy and TrueSight. Derdack even goes beyond alerting by adding anywhere cross-team collaboration and app-enabled remedial of incidents to your BMC stack – all out-of-the-box.
See mobile alerting with Enterprise Alert for BMC Remedy in action
About this page
This integration will provide the reader with information on how to integrate the Enterprise Alert® 2019 software with the digital service management platform BMC ITSM. After consulting this article, the reader should have a clear understanding of how Remedy and Enterprise Alert will interact with each other, the dataflow between the two systems, how to set up the Remedy web extension in order to allow a connection between the two systems to be configured, and how to configure the connection itself in Enterprise Alert.
Enterprise Alert
Enterprise Alert is a software package you need to install along with your BMC Software product installation. It connects to BMC Remedy and TrueSight via 2-way plug-ins (code-less integration). A free trial version of the software is available. The accompanying mobile apps are available in the appstores at no charge.
Integration Capabilities
Enterprise Alert industry’s only codeless 2-way integration with BMC Remedy and BMC TrueSight (ProactiveNet Performance Management & Infrastructure Management) enabling alert/incident status updates from a mobile device or via text reply. Active Directory-based user management. And more.
Scenarios
Prerequisites
In order to create a viable connection to BMC Remedy Web Service, the following actions must have taken place:
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
To import the workflow definition files:
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.
Automated alert notifications by voice, text, IM, push, email with real-time tracking and escalations. Noise filtering, de-duplication, flood protection, severity checks, responsibility mapping, alert auto-recovery support.
Intuitive drag & drop on-call, 24/ and follow-the-sun team scheduling including “who’s on call” dashboard, even on a mobile device. Automated routing of alerts to the right person on call, including automated escalations.
App-enabled execution of IT automation scripts for ‘anywhere’ incident troubleshooting and remediation. Results in a much faster response and resolution.
Powerful mobile app for alert management, collaboration and remote troubleshooting and remedial. Native app for iOS, Android and Windows Phone.
Noise filtering, de-duplication, flood protection, severity checks, responsibility mapping, alert auto-recovery support.
Create and manage service tickets on-the-go. Notify analysts on-call automatically from BMC Remedy.
Enrich alerts from TrueSight with information from any source, e.g. your CMDB, to create meaningful alert messages.
The industry’s only codeless 2-way integration with BMC Remedy and BMC TrueSight (ProactiveNet Performance Management & Infrastructure Management) enabling alert/incident status updates from a mobile device or via text reply. Active Directory-based user management. And more.
Growth Manager - Partnership and Integrations