Using BMC Rmedy as ticketing system

[abhiupadhyay]

We are using Remedy as ticketing system currently. I see saviynt support documents are there for Servicenow as ticketing system... but could not find anything for Remedy as Ticketing system. 

Is it possible: 

1) To use Remedy to open tickets for a task created in a disconnected endpoint?

2) can the task be closed automatically once admins closes the ticket? 

Please suggest the reference. 

[Dhruv_Sharma]

Hi @abhiupadhyay 

There is an Out of the box connector for BMC Remedy. Please go through the below link for supported features and configurations.

 https://docs.saviyntcloud.com/bundle/Remedy-v23x/page/Content/About-This-Guide.htm 

Please provide more details if you are looking for some specific use cases.

Regards,
Dhruv Sharma
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[abhiupadhyay]

@Dhruv_Sharma Thanks for the reply. The document did help. But still does not explain the functioning here. I am not clear on how the task will be closed based on ticket closure. Detail says the endpoint is "Remedy" .. but looks like it is to open ticket for any endpoint on Remedy and not for account management in Remedy. 

[rushikeshvartak]

We are using REST connector for remedy , Here in SOAP it seem internally code managed which status are in remedy to be considered as completed / discontinued task in SAviynt

[abhiupadhyay]

@rushikeshvartak.. could you please explain "we are using REST" .. is there another connector for Remedy ? 

[Dhruv_Sharma]

Hi @abhiupadhyay 

The OOTB BMC remedy connector is based on SOAP. To understand the ticket how the ticketjson works in SOAP connector, please refer to the below link.

Solved: Ticket Status JSON In SOAP Connector for BMC Remed... - Saviynt Forums - 1893

There is a REST Connector as well which can be used by REST-supported applications. If BMC support REST API, you can use the same for supported operations.

Please refer to the below guide for REST connector.

REST Integration Overview (saviyntcloud.com)

Regards,
Dhruv Sharma
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