Advanced mobile alerting with tracking & escalation for BMC Remedy (and Truesight)
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 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.
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.
Uses Enterprise Alert 2-way Smart Connector to retrieve incidents
Staff can acknowledge and take ownership for critical incidents that occur
Communicate within an alert to address a problem, annotations from a mobile app
Alerts are escalated in case of no response
On-call scheduling to alert the right people at the right time
Execute remediation actions from your smart device
Create tickets on-the-go
And much more!
In order to create a viable connection to BMC Remedy Web Service, the following actions must have taken place:
Windows firewall has been configured to allow BMC Remedy Web Service to interact with Enterprise Alert
The Remedy Web Extension must be imported into BMC Remedy Web Service
ITSM Web Service User must be configured in Remedy with certain permissions
How to Integrate
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.
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.
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.
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
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
Populate the Connector with the following fields:
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:
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
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.
Creating a policy from Event. Here is an example but please keep in mind your event parameters will vary:
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.
Value-add for BMC Remedy and TrueSight
Voice, text, push, IM & email
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.
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.