BMC Remedy
This provider is called BMC ITSM in the Centreon web interface.
Feature information​
| Open ticket | Close ticket (from Centreon to BMC Remedy) | Handle custom fields |
|---|---|---|
| ✓ | ✘ | ✘ |
Prerequisites​
Network flow​
| Source | Destination | Protocol/Port |
|---|---|---|
| Centreon central server | BMC Remedy | TCP/443 (https) or TCP/80 (http) |
Account​
You need the following information:
- Username
- Password
The aforementioned account must be able to open a ticket through the SOAP API endpoint arsys/services/'ARService?server=XXXX&webService=HPD_IncidentInterface_Create_WS with the IncidentInterface_Create_WS namespace. Some test commands that you can run from your Centreon central server are available in the Test commands section.
Data sent​
This open ticket provider can send the following information when opening a ticket:
- Action
- Status
- Source
- Service Type
Test commands​
The curl commands listed below must be run from your central server. You need to replace all elements between <>. For example <URL> may be replaced with http://127.0.0.1/arsys/services/ARService?server=XXXX&webService=HPD_IncidentInterface_Create_WS.
In the --data part of the curl command, all <UPPER CASE> information must be replaced with their appropriate values (therefore, <TITLE> may be replaced with "Test ticket" )
Open a ticket​
Keep in mind that the data in the command below is just an example and your footprints server may ask you to add mandatory data.
curl --location 'https://<URL>' \
--header 'text/xml;charset=UTF-8' \
--header 'SOAPAction: urn:<NAMESPACE>/HelpDesk_Submit_Service' \
--data '<?xml version="1.0"?>
<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:urn="urn:<NAMESPACE>">
<soapenv:Header>
<urn:AuthenticationInfo>
<urn:userName><USERNAME></urn:userName>
<urn:password><PASSWORD></urn:password>
<!--Optional:-->
<urn:authentication/>
<!--Optional:-->
<urn:locale/>
<!--Optional:-->
<urn:timeZone/>
</urn:AuthenticationInfo>
</soapenv:Header>
<soapenv:Body>
<urn:HelpDesk_Submit_Service>
<urn:Assigned_Group/>
<urn:Assigned_Group_Shift_Name/>
<urn:Assigned_Support_Company/>
<urn:Assigned_Support_Organization/>
<urn:Assignee/>
<urn:Categorization_Tier_1/>
<urn:Categorization_Tier_2/>
<urn:Categorization_Tier_3/>
<urn:CI_Name/>
<urn:Closure_Manufacturer/>
<urn:Closure_Product_Category_Tier1/>
<urn:Closure_Product_Category_Tier2/>
<urn:Closure_Product_Category_Tier3/>
<urn:Closure_Product_Model_Version/>
<urn:Closure_Product_Name/>
<urn:Department/>
<urn:First_Name/>
<urn:Impact/>
<urn:Last_Name/>
<urn:Lookup_Keyword/>
<urn:Manufacturer/>
<urn:Product_Categorization_Tier_1/>
<urn:Product_Categorization_Tier_2/>
<urn:Product_Categorization_Tier_3/>
<urn:Product_Model_Version/>
<urn:Product_Name/>
<urn:Reported_Source><SOURCE></urn:Reported_Source>
<urn:Resolution/>
<urn:Resolution_Category_Tier_1/>
<urn:Resolution_Category_Tier_2/>
<urn:Resolution_Category_Tier_3/>
<urn:Service_Type><SERVICE TYPE></urn:Service_Type>
<urn:Status><STATUS></urn:Status>
<urn:z1D_Action><ACTION></urn:z1D_Action>
<urn:Flag_Create_Request/>
<urn:Description><TITLE></urn:Description>
<urn:Detailed_Decription>
<TICKET CONTENT>
</urn:Detailed_Decription>
<urn:Urgency/>
<urn:z1D_WorklogDetails/>
<urn:z1D_Details/>
<urn:z1D_Activity_Type/>
<urn:z1D_ActivityDate_tab/>
<urn:z1D_CommunicationSource/>
<urn:z1D_Secure_Log/>
<urn:z1D_View_Access/>
<urn:AccessMode/>
<urn:AppInstanceServer/>
<urn:AppInterfaceForm/>
<urn:AppLogin/>
<urn:AppPassword/>
<urn:Area_Business/>
<urn:Assigned_Group_ID/>
<urn:Assigned_To/>
<urn:Assignee_Groups/>
<urn:Assignee_Login_ID/>
<urn:Attachment_4_attachmentName/>
<urn:Attachment_4_attachmentData/>
<urn:Attachment_4_attachmentOrigSize/>
<urn:Attachment_5_attachmentName/>
<urn:Attachment_5_attachmentData/>
<urn:Attachment_5_attachmentOrigSize/>
<urn:Attachment_6_attachmentName/>
<urn:Attachment_6_attachmentData/>
<urn:Attachment_6_attachmentOrigSize/>
<urn:Attachment_7_attachmentName/>
<urn:Attachment_7_attachmentData/>
<urn:Attachment_7_attachmentOrigSize/>
<urn:Attachment_8_attachmentName/>
<urn:Attachment_8_attachmentData/>
<urn:Attachment_8_attachmentOrigSize/>
<urn:Attachment_9_attachmentName/>
<urn:Attachment_9_attachmentData/>
<urn:Attachment_9_attachmentOrigSize/>
<urn:BiiARS_01/>
<urn:BiiARS_02/>
<urn:BiiARS_03/>
<urn:BiiARS_04/>
<urn:BiiARS_05/>
<urn:bOrphanedRoot/>
<urn:CC_Business/>
<urn:cell_name/>
<urn:Client_Sensitivity/>
<urn:Client_Type/>
<urn:ClientLocale/>
<urn:Company/>
<urn:Component_ID/>
<urn:Contact_Company/>
<urn:Created_By/>
<urn:Created_From_flag/>
<urn:DatasetId/>
<urn:DataTags/>
<urn:Default_City/>
<urn:Default_Country/>
<urn:Desk_Location/>
<urn:Direct_Contact_Company/>
<urn:Direct_Contact_Department/>
<urn:Direct_Contact_First_Name/>
<urn:Direct_Contact_Internet_E-mail/>
<urn:Direct_Contact_Last_Name/>
<urn:Direct_Contact_Middle_Initial/>
<urn:Direct_Contact_Organization/>
<urn:Direct_Contact_Phone_Number/>
<urn:Direct_Contact_Site/>
<urn:Extension_Business/>
<urn:first_name2/>
<urn:Generic_Categorization_Tier_1/>
<urn:Global_OR_Custom_Mapping/>
<urn:Impact_OR_Root/>
<urn:Incident_Number/>
<urn:Incident_Entry_ID/>
<urn:InstanceId/>
<urn:Internet_E-mail/>
<urn:last_name2/>
<urn:Local_Business/>
<urn:Login_ID/>
<urn:Mail_Station/>
<urn:MaxRetries/>
<urn:mc_ueid/>
<urn:Middle_Initial/>
<urn:OptionForClosingIncident/>
<urn:Organization/>
<urn:Person_ID/>
<urn:Phone_Number/>
<urn:policy_name/>
<urn:PortNumber/>
<urn:Priority/>
<urn:Priority_Weight/>
<urn:Protocol/>
<urn:ReconciliationIdentity/>
<urn:Region/>
<urn:Reported_Date/>
<urn:Required_Resolution_DateTime/>
<urn:Resolution_Method/>
<urn:root_component_id_list/>
<urn:root_incident_id_list/>
<urn:Schema_Name/>
<urn:Short_Description/>
<urn:Site/>
<urn:Site_Group/>
<urn:Site_ID/>
<urn:SRID/>
<urn:SRInstanceID/>
<urn:SRMS_Registry_Instance_ID/>
<urn:SRMSAOIGuid/>
<urn:status_incident/>
<urn:Status_Reason/>
<urn:status_reason2/>
<urn:Submitter/>
<urn:TemplateID/>
<urn:TemplateID2/>
<urn:Unavailability_Type/>
<urn:Unavailability_Priority/>
<urn:Unknown_User/>
<urn:use_case/>
<urn:Vendor_Group/>
<urn:Vendor_Group_ID/>
<urn:Vendor_Name/>
<urn:Vendor_Organization/>
<urn:Vendor_Ticket_Number/>
<urn:VIP/>
<urn:z1D_Char01/>
<urn:z1D_Permission_Group_ID/>
<urn:z1D_Permission_Group_List/>
<urn:z1D_Char02/>
<urn:z1D_CIUAAssignGroup/>
<urn:z1D_CIUASupportCompany/>
<urn:z1D_CIUASupportOrg/>
<urn:z1D_Command/>
<urn:z1D_SRMInteger/>
<urn:z1D_SupportGroupID/>
<urn:z1D_UAAssignmentMethod/>
<urn:z2AF_Act_Attachment_1_attachmentName/>
<urn:z2AF_Act_Attachment_1_attachmentData/>
<urn:z2AF_Act_Attachment_1_attachmentOrigSize/>
<urn:z2Attachment_2_attachmentName/>
<urn:z2Attachment_2_attachmentData/>
<urn:z2Attachment_2_attachmentOrigSize/>
<urn:z2Attachment_3_attachmentName/>
<urn:z2Attachment_3_attachmentData/>
<urn:z2Attachment_3_attachmentOrigSize/>
<urn:zTmpEventGUID/>
</urn:HelpDesk_Submit_Service>
</soapenv:Body>
</soapenv:Envelope>
'