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>
'