BMC Remedyforce Integration

BMC Remedyforce is built on Salesforce1—the world's most widely used cloud platform—to deliver complete IT service management functionality with the secure social, mobile, and collaborative capabilities users expect.

What does Opsgenie offer BMC Remedyforce users?

Opsgenie provides a powerful integration with BMC Remedy. When a new incident is created in BMC Remedy, a corresponding Opsgenie alert is automatically created, containing rich information about the incident. Opsgenie provides rich notifications with on-call rotation, scheduling features, and alert escalations to ensure the best incident management for BMC Remedy customers.

Functionality of the Integration

  • When an incident is created in BMC Remedyforce, an alert is created in Opsgenie.
  • When an incident is updated as closed, rejected, closed/no contact, closedmail, completed in BMC Remedyforce, the alert in Opsgenie is also closed.
  • When an incident is updated as accepted, assigned in BMC Remedyforce, the alert in Opsgenie is updated as acknowledged.
  • If Send Alert Updates Back to BMC RemedyForce is enabled, actions for BMC RemedyForce are executed in BMC RemedyForce when the chosen action is executed in Opsgenie for alerts which are created by the BMC RemedyForce.

Add BMC Remedyforce Integration in Opsgenie

  1. Please create an Opsgenie account, if you haven't done so already.
  2. Go to Opsgenie BMC Remedyforce Integration page.
  3. Specify who is notified of BMC Remedyforce alerts using the Teams field. Auto-complete suggestions are provided as you type.
  4. Copy the API key.
  5. Click Save Integration.

Configuration in BMC Remedyforce

  • Our integration with BMC Remedyforce supports forwarding incidents to Opsgenie.
  • Do the following steps on your BMC Remedyforce account.
    • In BMC Remedyforce, click on the Setup button top right.
    • In setup page, go to Develop -> Apex Classes , on the left side of the page.
    • Click New button, which is the top of the list.
    • Download the opsgenieClass.apxc file. Then copy and paste to the Apex Class Page.
    • Click Save.
    • In setup page, go to Create -> Objects , on the left side of the page.
    • Click Incident in the Custom Objects list.
    • Click New at the top of Triggers list.
    • Download the opsgenieTrigger.apxt file. Then copy and paste to the Apex Trigger Page.
    • Change value CUSTOMER_GENERATED_OPS_GENIE_API_KEY value of apiKey variable with API Key that is copied in Opsgenie configuration page.
    • Click Save.

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Which fields sent by trigger methods are mandatory?

If you added integration in Simple mode (not by editing advanced integration setting), these fields are mandatory:

  • id
  • shortDescription
  • impactId
  • statusId
  • categoryID
  • priorityId
  • severity
  • name
  • ownerId
  • statusChangeDate
  • id
  • clientName
  • urgencyId
  • incidentResolution

The fields that are given as parameters in configuration are mandatory. If there are some fields that are not used in BMC Remedy Force system, you must remove these fields in apex trigger functions and also must not give these fields as parameters in integration configuration.

Configuration Apex Trigger Function for Customized Fields

  • In Bmc Remedyforce, customers are able to create new fields and use these fields in incident. If you need to use the custom fields in Opsgenie alerts, you need to customize the apex function. In the apex trigger function, There are 10 custom fields that you can edit. These fields are defined but not initialized. You can send customized by doing following steps:
    • In setup page, go to Create -> Objects , on the left side of the page.
    • Click Incident in the Custom Objects list.
    • Find the fields that you need to send in the Custom Fields & Relationships list and take note the field names given in API Name column.
    • Go to apex trigger function, edit the custom fields that are not initialized before. You should initialize fields as obj.<COPIED_API_NAME>. Also, if data types are different from string, you should change data type. The custom fields are already added to payload. When you initialize fields they will be sent to Opsgenie.
    • If you need to add custom fields to Opsgenie alert, please go to Advance Setting in Opsgenie Integration page and update filters or alert setting.

For Opsgenie to BMC Remedy Force

  1. For Sending alerts and updates to BMC Remedy Force create a connected App. Please follow this page for created a connected with enabled OAuth settings.
  2. Once connected app is created copy Consumer key and consumer secret from connected app
  1. Add you information of Consumer Key, Customer secret , username. and password to Opsgenie.

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Password

Entered Password in Opsgenie is concatenation of you Salesforce login password and your account security token. So, if your password is ABC and Security token is XYZ. Please enter ABCXYZ. In case you don't have security token. Go to Setting > My Personal Information > Reset My Security Token. Your new security token will be send to your email.

  1. Add a new custom field opsgenie-alias in Incident Object.
  • In setup page, go to Object Manager , on the left side of the page.
  • Click Incident in the Custom Objects list.
  • Select Field & Relationships from left menu and click on New
  • Select text as kind of information that custom field will contain and Go to Next.
  • Enter Field Label as opsgenie-alias and length as 255
  • Use default security and Add to Page layout settings. Click Save and New

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If you already have old integration and now converting it to Bi-directional please update your Apex trigger code.

Troubleshooting

If you receive a developer script exception from Apex Application that contains "Unauthorized endpoint, please check Setup->Security->Remote site settings." message, you can navigate to the Setup->Security->Remote Site Settings tab and add https://api.opsgenie.com from the New Remote Site .

Updated 2 months ago


BMC Remedyforce Integration


BMC Remedyforce is built on Salesforce1—the world's most widely used cloud platform—to deliver complete IT service management functionality with the secure social, mobile, and collaborative capabilities users expect.

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