LANDesk Process Integration Module for BMC Remedy® Service Desk

If you use BMC Remedy® Service Desk for incident and problem resolution, you can use LANDesk's process integration module to integrate it with Process Manager, to enable bi-directional synchronization between the two applications. With Process Manager, you can monitor the Remedy database and initiate Remedy actions. Using the integration module, you can automate those actions and complete or update Remedy requests, retrieve information from Remedy, and report back to the Remedy database to maintain full accountability.

Process Manager's 30-day trial period includes the integration module for Remedy. At the conclusion of the trial period, you can make the integration permanent by purchasing a product license. See "Product licenses".

The process integration module for Remedy enables Process Manager to interact with Remedy's Action Request System, using three Remedy-specific actions that can be automated from within a workflow:

• Create request: initiate Remedy service requests.
• Get request information: retrieve information from the Remedy database.
• Update request: modify an existing Remedy service request.

Set up and deployment

You need to complete the following steps to deploy and take advantage of the Remedy integration.

• Step 1: Enable interaction between Process Manager and the Remedy system
• Step 2: Create and map fields for Remedy in Process Designer
• Step 3: Create an event listener to use with your Remedy workflow
• Step 4: Build workflows using the Remedy actions
• Step 5: Start the event listener

Step 1: Enable interaction between Process Manager and the Remedy system.

To enable Process Manager to contact and communicate with Remedy

1. Start the Database utility and enter your user name and password.
2. Specify the server and database name.
3. Click Test connection. Check the results to verify you were successfully connected to the server.
4. Click Configure and restart services.
5. Click the Optional tab.
6. In the list of process integration modules, click Remedy, then click Edit.
7. Enter the necessary credentials to connect to Remedy.
8. Click Save, then click OK.
9. Click OK to dismiss the Success message, then close the Database utility.

Step 2: Create and map fields for Remedy in Process Designer

To enable workflows to interact with Remedy, you need to define fields in Process Designer and map them to their corresponding fields in the Remedy system. This way, information can be retrieved from or reported back to Remedy.

To create and map fields for Remedy

1. Decide which Remedy form(s) you want Process Manager to interact with.
2. Note the name of the form and the fields you want to use.
3. Use Process Designer's field mapping tool to create and map corresponding fields for use with Remedy.

For example, you could create an email listener to monitor a mailbox and watch for an escalated service request to be received. When the request is received, any pertinent data is passed to Process Manager, which initiates a workflow. The workflow creates a service request in Remedy, and the defined actions are executed. As the workflow proceeds, system actions or user responses are logged as the workflow progresses toward completion. Upon completion, any required data is passed to Remedy, the service request is marked as completed, and the ticket is closed in Remedy.

Along the way, the data that was retrieved or logged is stored in the fields you mapped so it can be passed between Process Manager and Remedy.

For help in defining fields, see "Creating a field" in Process Designer Help.

Step 3: Create an event listener

The next step is to create an event listener to start your Remedy workflows. An event listener monitors a specified database (Remedy or other ODBC-compliant database), e-mail account, or web service, and when the listened-for event occurs, initiates the designated workflow.

For instructions on creating event listeners, see "Event Listeners" in Process Designer Help.

Step 4: Build workflows using the Remedy actions

The final step is to use Process Designer to create workflows to take advantage of the Remedy actions. As with all other workflows, you drag and drop the Remedy actions onto the canvas and then configure the corresponding attributes.

For details on creating and running workflows, see "Setting up a workflow" in Process Designer Help.

Step 5: Start the event listener

Once you have built the workflow process and saved it, you are ready to start the event listener(s) for Remedy. This will cause Process Manager to monitor the Remedy database (or other source) and initiate processes when the predefined conditions are met.

Remedy Actions

The three Remedy actions included in the integration module are described below.

Create request

This action enables you to use Process Manager to create service requests within the Remedy system.

• Auditing template: The audit template to use (see "Auditing templates" in Process Designer Help)
• Name: The name of the action. You can rename this attribute to a more descriptive name to help identify the action.
• Request form: The name of the Remedy request form you want to interact with.
• Entry ID: The Ticket number from Remedy.

Get request information

This action enables you to retrieve details from a specific Remedy service request and populate a designated set of fields.

• Auditing template: The audit template to use (see "Auditing templates" in Process Designer Help)
• Name: The name of the action. You can rename this attribute to a more descriptive name to help identify the action.
• Entry ID: The Ticket number from Remedy.
• Request form: The name of the Remedy request form you want to interact with.

Update request

 This action enables you to update or modify details from an existing Remedy service request.

• Auditing template: The audit template to use (see "Auditing templates" in Process Designer Help)
• Name: The name of the action. You can rename this attribute to a more descriptive name to help identify the action.
• Entry ID: The Ticket number from Remedy.
• Request form: The name of the Remedy request form and view you want to interact with.

While configuring the above attributes for your Remedy actions, a dialog box appears, in which you can link the fields in the Remedy form to the Remedy-specific field mappings you created in Step 2. See "Mapping fields for Remedy forms"