BMC Remedyforce

Remedyforce Integration Guide

Remedyforce, built on Salesforce App Cloud, enables you to deliver high-speed service management that empowers users and accelerates the business, with minimal capital investment. Integrate AlertOps’ alert management platform with Remedyforce to receive and respond to critical email alerts. AlertOps ensures that alerts received from Remedyforce always reach the correct, available team member by utilizing escalation policies and on-call schedules.

AlertOps Configuration 

1. Navigate to Configuration àIntegrations àAdd Email Integration, the Email Integration Detail page opens
2. Select RemedyForce from the pre-built Integration Templates.
3. Enter a name for the integration.
4. Select an escalation rule to determine the integration's escalation policy. And enter the names of recipient group(s) and recipient user(s). Click 'SAVE.'
5. Click 'COPY MAILBOX' to copy the MAILBOX endpoint to be used in the RemedyForce configuration.

Remedyforce Configuration

1. Configure an AlertOps Email Alert in Remedyforce

1. Configure an AlertOps Email Template in Remedyforce

Step 3: The AlertOps Email Body Template

(note you can map any appropriate Remedy fields, just include the Remedy mapped fields between the Begin… and End… tags) Status={!BMCServiceDesk__Incident__c.BMCServiceDesk__FKStatus__c}
 BeginSourceName {!BMCServiceDesk__Incident__c.BMCServiceDesk__FKCategory__c} EndSourceName
 BeginIdentifier {!BMCServiceDesk__Incident__c.Name} EndIdentifier
 BeginLongText {!BMCServiceDesk__Incident__c.BMCServiceDesk__incidentDescription__c} EndLongText
 BeginShortText {!BMCServiceDesk__Incident__c.BMCServiceDesk__shortDescription__c}  EndShortText
 BeginSourceURL EndSourceURL
 BeginAssigneeEmail {!BMCServiceDesk__Incident__c.OwnerEmail} EndAssigneeEmail
 BeginRecipientUser {!BMCServiceDesk__Incident__c.UserRecipient__c}  EndRecipientUser
 BeginRecipientGroup {!BMCServiceDesk__Incident__c.GroupRecipient__c} EndRecipientGroup
 BeginTopic {!BMCServiceDesk__Incident__c.Topic__c} EndTopic
 BeginBridgeNumber {!BMCServiceDesk__Incident__c.BridgeNumber__c} EndBridgeNumber
 BeginBridgeAccessCode {!BMCServiceDesk__Incident__c.BridgeAccessCode__c} EndBridgeAccessCode
 BeginDueDate {!BMCServiceDesk__Incident__c.BMCServiceDesk__dueDateTime__c} EndDueDate
 Urgency={!BMCServiceDesk__Incident__c.BMCServiceDesk__Urgency_ID__c}

Step 4: Add a workflow rule to notify AlertOps when an incident is opened in Remedyforce