BMC Remedy Integration

Question

Hi allI'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 anyon...

Dave Lee · Accepted Answer

For anyone that might stumble on this in future...I ended up building something outside of LogicMonitor to do this. It's an Azure Function (similar to an AWS Lambda function for those on the dark side) that accepts an HTTP payload from LogicMonitor and then makes the necessary API calls to the BMC API.There were a couple of issues I was having that required something outside of LM:Authentication on the API our customer was using required us to make a call to get a JWT token and then include that...

Jason Hupka · Answer

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.

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