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>
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