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Dave_Lee's avatar
Dave_Lee
Icon for Advisor rankAdvisor
23 days ago

BMC Remedy Integration

Hi all

I'm looking to do an ITSM integration with BMC Helix/Remedy, which isn't natively supported.

It looks as though we can create a new incident by making a POST request to their API.  But, if we want to do an update, it seems their API requires that you first query the API for an internal ID for the Incident, then make a second call with the update referring to that internal ID.

Apparently this behaviour in the API cannot be altered.  I don't see any way to achieve this in LogicMonitor.  Has anyone successfully integrated LM and BMC Helix/Remedy?  I think we will likely need to build something to sit between and receive the updates from LM and then call the Helix API.

Interested in hearing what others may have done to achieve this.

Dave

3 Replies

  • jhupka's avatar
    jhupka
    Icon for Neophyte rankNeophyte
    20 days ago

    For the initial POST to their API to create the incident, does it return the Internal identifier for what was created?

    LogicMonitor has utilized the ##EXTERNALTICKETID## field in other ITSM integrations (like their ServiceNow module).  You could store the internal id in that field and reference it on subsequent events related to that alert in LM.  That way you don't have to make that extra fetch-call to get translation from ##ALERTID## to whatever Remedy stored.


    • jhupka's avatar
      jhupka
      Icon for Neophyte rankNeophyte
      20 days ago


      When setting up a custom HTTP integration, you can control fetching this from the response in this area of configuration:

      • Dave_Lee's avatar
        Dave_Lee
        Icon for Advisor rankAdvisor
        16 days ago

        It does return a value, but apparently not the one you need if you want to subsequently pass an update.