BMC Remedy ticketing tool

Hi All,
Can any one of you please send me the documents(ppt,links,anything) about BMC remedy(ticketing tool) ?
Thanks,
Sajith

Hi;
Is this product related wiht Oracle? By the way please check below links, part Documentation
http://www.bmc.com/products/product-listing/53035210-143801-2527.html
Regard
Helios

Similar Messages

BMC Remedy ticket generation and view its status in OIM using Web Service

Hi All,
I want to Integrate and on-board Remedy system (BMC) with the Oracle Identity Manager (OIM) for my client. It has a standard way for external applications to exchange Remedy ticket data with the Remedy system. Remedy system picks up information from the external interface database table for inbound Remedy tickets and direct it to the appropriate Remedy forms and workflow. (In short it raises tickets for provisioning / deprovisioning / error processing for Target System like ACF2 etc).
Use Cases:
*1.* Visibility of Ticket Status
The status of a Remedy ticket could be viewed by the user by clicking on Remedy Resource object instance found from the "My Resources" link after logging into OIM. Typically the user form should be visible.
Visibility of Ticket Status (Alternative)
The scope of customization of the "My Resources" link to add e.g. "My Tickets" which would show all the Remedy tickets that OIM has raised for the user.
*2.* Web Services
The Remedy application would notify OIM when the status of a ticket is changed within the Remedy System boundary. Ideally a web service hosted by the security team would get called by the Remedy Application and OIM would be updated by the service
This is an urgent requirement and your feedback would be very valuable and highly appreciated. I am looking forward for a solution for both the use cases but the priority is on 2nd use case i.e the web service part using SPML.
Regards,
Sourish

Duplicate:https://social.technet.microsoft.com/Forums/en-US/796fad9e-9f69-40f0-98aa-2816793fc38c/bmc-remedy-integration-with-scorch-and-ad?forum=sco3pip
We
are trying to better understand customer views on social support experience, so your participation in this
interview project would be greatly appreciated if you have time.
Thanks for helping make community forums a great place.

Need advice on Career in SAP after completing 9 yrs in IT mainly in Telecommunication Domain with BMC Remedy Tool knowledge

Need advice on Career in SAP after completing 9 yrs in IT mainly in Telecommunication Domain with BMC Remedy Tool knowledge.
Which Module of SAP I can learn and get into as I have Tool based knowledge in BMC Remedy and fair knowledge in SQL, as I come from non-IT background. What are career prospect after completing any SAP module now will my previous experience will be taken into account?

Prashant,
One of the reasons nobody has replied to you yet is that, this is a question with so little information provided.
- There is no mention of your education background.
- Your work background is very vague.What exactly did you do in Telecommunication Domain?
- What exactly did you do in BMC Remedy? Where you just an end-user or did you do any background support work?
- What exactly did you do in SQL? Did you work on it or did you just attend training?
- Why do you want to jump into SAP? And what precisely you want to jump into in SAP?
- What are your interests? Technical or Non-technical?
- What's your career objective? Where do you want to be 5 years from now?
Without providing these information how can anyone help you? Picking a module and going with it makes no sense. What if you spend an insane amount of time and money learning a module in SAP (based on some random suggestions given here) and realize that this is not what you were looking for, or there is little scope for that module in the market? What then?
It's your career that you are planning. It definitely deserves more thought-process and planning to go into.
pk

SCCM & BMC Remedy integration thru Orchestrator

Hi, I see same question has been asked in the past with older versions of SCCM, BMC and Opalis...but would like to know if there are any specific benefits or advancements or even higher feasibility of implementing below, using Orchestrator
1) Data load: Load HW/SW Inventory from SCCM into BMC Remedy System. Is it even possible to load Asset Intelligence data so that both systems can correlate common data
2) Create a flow which connects both BMC remedy & SCCM using
Orchestrator
a) End user to raise a request in BMC remedy system
b) Shoots an email to Assset Mgmt & Mgr etc for approvals
c) Record their approvals back (thru email or over webisite/url)
d) If approved to create an instruction (deployment) in SCCM for that system
e) Retrieve the status codes received by SCCM, if successful then short mails to user & service desk
f) Modify BMC Remedy Asset Mgmt for that software to reduce availability by one count
g) Close the ticket or any other simpler connectors available out there ?
Vasu

Hi,
with the Orchestrator and the IPs you cann create such a flow
http://www.sc-orchestrator.eu/index.php/integration-packs/integration-packs-von-kelverion/ip-atrium
http://www.sc-orchestrator.eu/index.php/integration-packs/integration-packs-von-kelverion/ip-remedy
http://www.sc-orchestrator.eu/index.php/integration-packs/integration-packs-von-microsoft/integration-pack-fuer-system-center-configuration-manager
Regards,
Stefan
www.sc-orchestrator.eu ,
Blog sc-orchestrator.eu

BMC Remedy Integration with SCORCH and AD

Hi All,
We are running BMC Remedy for ticketing. The goal is to automatically add a computer to a security group once the ticket is approved. So, user raises a ticket with his computer details. The workflow for approval in BMC is already set, once approved the computer
name entered by the user will get added to a Security Group in AD.
We already have built a web service for BMC Remedy for a completely different purpose. My plan is to utilize the same web service in SCORCH. So, SCORCH will check BMC using the WebService and check the state of the new Service Request - Once the state
is approved it will add the computer to that group - Runbooks Basically.
Will the above approach work?
Regards, Vik Singh "If this thread answered your question, please click on "Mark as Answer"

Hi Vik,
Certainly the process you are proposing, off Scorch responding to a BMC Remedy Service Request and doing automated actions is completely do able. I know many people doing this.
But I think you will struggle to get Scorch to interact with your Web Service. Although Scorch has an Invoke Web Service Activity which might allow you to talk to you existing service, the functionality of the Activity is quite rigid and this makes
complex interactions with web APIs (like you will need with Remedy) very challenging.
You may even be forced to right your own code and execute via the .Net Script object to make it work.
There is an easier and much quicker way. We have written a Scorch Integration Pack for BMC Remedy which allows full interaction with BMC Remedy and you can Monitor Remedy for state changes and trigger Runbook execution automatically. You get
all this functionality for $12,000 including first years support.
For more information see
http://www.kelverion.com/integration-packs/bmc-remedy/
Greg

BMC Remedy Integration with AD using a Web Service

Hi All,
We are running BMC Remedy for ticketing. The goal is to automatically add a computer to a security group once the ticket is approved. So, user raises a ticket with his computer details. The workflow for approval in BMC is already set, once approved the computer
name entered by the user will get added to a Security Group in AD.
We already have built a web service for BMC Remedy for a completely different purpose. My plan is to utilize the same web service in SCORCH. So, SCORCH will check BMC using the WebService and check the state of the new Service Request - Once the state
is approved it will add the computer to that group - Runbooks Basically.
Will the above approach work?
Regards, Vik Singh "If this thread answered your question, please click on "Mark as Answer"

Duplicate:https://social.technet.microsoft.com/Forums/en-US/796fad9e-9f69-40f0-98aa-2816793fc38c/bmc-remedy-integration-with-scorch-and-ad?forum=sco3pip
We
are trying to better understand customer views on social support experience, so your participation in this
interview project would be greatly appreciated if you have time.
Thanks for helping make community forums a great place.

CMMI Levels and Ticketing tools

hi sap gurus
can anyone explain me what is CMMI levels and its purpose. And also types of ticketing tools and their usage.
thanks in advance.

Hi
Refer to this documentation for CMMI Levels
http://en.wikipedia.org/wiki/Capability_Maturity_Model
For SAP Ticketing Tools
The basic function of these tools to record,maintain SAP Tickets.
1.Remedy
2.Synergy
3.Lotus Notes
Please let me know if you need more information.
Assign points if useful.
Regards
Sridhar M

Need Ticketing tools

Hi gurus,
Can any one explain various ticketing tools that r available? Is there any difference for support and implementation ticketing tools?
Thanks in advance
Mallik

Hi Mallikarjun,
Vantive / Remedy or any other issue tracking tool is one where users can log in requests / issues and they are accessed by a person who would then re assign them to people on the team depending on their severity / criticality - this is similar to any issue tracking tool used in any support project - nothing which makes it special for SAP BW as such.
vantive :It is a problem tracking tool..
each vantive ticked raised has a unique vantive ID..
ticket when initially raised is in open status..when the related team takes up the ticket..it is set to working status.
once issue is resolved..then ticket status is changed to resolved..after confirming with user who raised ticket..
a responsible person checks the ticket to see that all required information is filled..and then ticket status is changed to closed..
u can also keep status on 'hold' if u r waiting for user response..
there are also various tabs in the ticket..to write updates..to reassign the ticket etc...etc..
i found the stuff available in the net itself for remedy
see the following
http://training.cit.nih.gov/notes/349/Remedy.doc#_Toc122421457
****Assign points if useful****
Regards,
Ravikanth

BMC remedy user auto rerfresh didn't work

I used to have a UCCX 5.0 system, and CAD on destop PC running well. I also installed BMC remedy user software on this PC as incident management system, and running well too. But when I shift my UCCX 5.0 system to 9.0(2), and CAD on my PC also shift to 9.0(2) correspondantly, that's to say, I unstalled 5.0 CAD, and then reinstall 9.0 CAD, bu kept the BMC remedy user software on this PC. Problem arised, the "auto refresh" fuction of BMC remedy user didn't work. That is to say, I have already set the auto refresh interval to 20 minutes, and the incidents (trouble tickets) didn't refresh after twenty minutes.
Did someone met the same issue before, would you kindly tell me why?
Robert Li
2013/11/26

Thats a big jump. I'm guessing the BMC remedy is in the integrated browser? AFAIK some CRM doesnt work well in integrated browser.
Thanks!
-JT-

IDM Connectors - BMC Remedy?

Has anyone created a custom connector in SAP Netweaver Identity Management with the Connector Development Kit to BMC's Remedy ticketing system? If so, how complex was the level of integregration?

Hi Vik,
Certainly the process you are proposing, off Scorch responding to a BMC Remedy Service Request and doing automated actions is completely do able. I know many people doing this.
But I think you will struggle to get Scorch to interact with your Web Service. Although Scorch has an Invoke Web Service Activity which might allow you to talk to you existing service, the functionality of the Activity is quite rigid and this makes
complex interactions with web APIs (like you will need with Remedy) very challenging.
You may even be forced to right your own code and execute via the .Net Script object to make it work.
There is an easier and much quicker way. We have written a Scorch Integration Pack for BMC Remedy which allows full interaction with BMC Remedy and you can Monitor Remedy for state changes and trigger Runbook execution automatically. You get
all this functionality for $12,000 including first years support.
For more information see
http://www.kelverion.com/integration-packs/bmc-remedy/
Greg

Regarding ticketing tool

Hi
can any one tell me about 1 ticketing tool in detail, or pls send me the links.
i have 5 process chains running,they r taking long time how to improve the performance.
regards
subbu

Hi,
What all steps are included in your process chain? Is it taking long time to get completed?
Regarding process chain performance:
Normally its better to create process chain seperately for Staging layer(Upto DSO level) and the other for Reporting layer(To load Cube leve data).
Delete indexes before DTP execution for Cube and create index will improve loading into the Cube.
Any ABAP programs involved in your process chain with complex code. That might be also the reason for which process chain completion may take long time.
Hope it helps!!!
Thanks,
Lavanya

Configuration of Solman as Ticketing Tool

Dear Experts,
Need yr guidance to configure Solution Manager as a ticketing tool in the below scenario:
Scenario:
We hv 04 Production Clents in R/3 (02 Nos - ECC 6.0; 02 Nos - ECC 5.0); Solution Manager has been already been installed in one the Production clients at ECC 6.0.
Reqmnt:
Solution manager is reqd to be used as helpdesk tool for all the 04 production clients.
Pls advise the configuration steps.
Thnx & Rgds,

Hello,
You may check these Notes
949292 Solution Manager: Service Desk Related SAP Notes Service Desk
And these notes too 830882, 1050148, 1244713
You defintiely want to check this wiki and it's pages as it has a lot of setup documentation in detail.
http://wiki.sdn.sap.com/wiki/display/SM/Service+Desk
Also if you are a var and need to connect Service Desks together
http://service.sap.com/~form/sapnet?_SHORTKEY=01100035870000741530&_SCENARIO=01100035870000000202&
Regards,
Paul

How to configure automated ticket in ticketing tool from PI system

Hello Experts,
We are working with SAP PI 7.11 version now we are using the ticketing tool Sysaid.
Our requirement is we have to capture all the PI errors (Like any failed message in SXMB_MONI or adapter engine,communication channel error ) in our ticketing tool automatically .
Please let me know the steps in PI to configure it .
Thanks in advance for your help,
Thanks ,
Somenat

Hello Rajesh,
First thanks a lot for your reply .
In my situation we have already done the alert configuration in PI system and regularly we are getting mails for any error in PI.
Now as you mentioned please check my below understanding and let me know if I am correct.
We need to configure one scenarion in PI which will take collect the mail from our alertmail box (outlook) or from RWB alert inbox (please confirm which one?)and post it to ticketing tool.The scenario will be mail to soap.
The second step is we need to know the webservice structure of the ticketing tool and all the details to configure the soap adapter and to develop the mapping .
Thanks in advance for your support.
Regards,
Somenath

BMC Remedy and SAP integration question

Hello Gurus,
My client would like to integrate BMC Remedy and SAP via Web Services, The steps we took to achieve this were:
1) Went into BMC Remedy Developers studio and created a WSDL file with the selected forms we would like to pull into SAP
2) Tested this in SOAPUI 4.0 which worked perfectly and gave us the results we were looking for
3) Went into SAP, Created Proxy in SE80 using the WSDL file, Created port in LPCONFIG and activated
When we go to test this is SE80 however and we input the same parameters that are in SOAPUI 4.0 we are getting the error below:
SOAP:1001 CX_SXML_PARSE_ERROR:SXML reader/writer exception. Error while parsing on the XML stream: undeclared Namespace
To me it appears that SAP is having an issue reading the URN instead of Http but that is what BMC is spitting out when you create a WSDL file in thier BMC developers studio
Here is my WSDL file below and is there something that needs to be changed in this file so that SAP can parse the information??
<?xml version="1.0" encoding="UTF-8" ?>
- <wsdl:definitions targetNamespace="urn:WSDL_CRQ_TM_BADI" xmlns:s0="urn:WSDL_CRQ_TM_BADI" xmlns:soap="http://schemas.xmlsoap.org/wsdl/soap/" xmlns:soapenc="http://schemas.xmlsoap.org/soap/encoding/" xmlns:wsdl="http://schemas.xmlsoap.org/wsdl/" xmlns:xsd="http://www.w3.org/2001/XMLSchema">
- <wsdl:types>
- <xsd:schema elementFormDefault="qualified" targetNamespace="urn:WSDL_CRQ_TM_BADI">
<xsd:element name="New_GetList_Operation_0" type="s0:InputMapping1" />
+ <xsd:complexType name="InputMapping1">
- <xsd:sequence>
<xsd:element name="Qualification" type="xsd:string" />
<xsd:element name="startRecord" type="xsd:string" />
<xsd:element name="maxLimit" type="xsd:string" />
</xsd:sequence>
</xsd:complexType>
<xsd:element name="New_GetList_Operation_0Response" type="s0:OutputMapping1" />
- <xsd:complexType name="OutputMapping1">
- <xsd:sequence>
<xsd:element minOccurs="0" name="Request_id" type="xsd:string" />
<xsd:element name="Change_Req_Status" type="s0:Change_Req_StatusType" />
<xsd:element name="Description" type="xsd:string" />
</xsd:sequence>
</xsd:complexType>
- <xsd:simpleType name="Change_Req_StatusType">
- <xsd:restriction base="xsd:string">
<xsd:enumeration value="Draft" />
<xsd:enumeration value="Request For Authorization" />
<xsd:enumeration value="Request For Change" />
<xsd:enumeration value="Planning In Progress" />
<xsd:enumeration value="Scheduled For Review" />
<xsd:enumeration value="Scheduled For Approval" />
<xsd:enumeration value="Scheduled" />
<xsd:enumeration value="Implementation In Progress" />
<xsd:enumeration value="Pending" />
<xsd:enumeration value="Rejected" />
<xsd:enumeration value="Completed" />
<xsd:enumeration value="Closed" />
<xsd:enumeration value="Cancelled" />
</xsd:restriction>
</xsd:simpleType>
<xsd:element name="AuthenticationInfo" type="s0:AuthenticationInfo" />
- <xsd:complexType name="AuthenticationInfo">
- <xsd:sequence>
<xsd:element name="userName" type="xsd:string" />
<xsd:element name="password" type="xsd:string" />
<xsd:element minOccurs="0" name="authentication" type="xsd:string" />
<xsd:element minOccurs="0" name="locale" type="xsd:string" />
<xsd:element minOccurs="0" name="timeZone" type="xsd:string" />
</xsd:sequence>
</xsd:complexType>
</xsd:schema>
</wsdl:types>
- <wsdl:message name="New_GetList_Operation_0SoapIn">
<wsdl:part element="s0:New_GetList_Operation_0" name="parameters" />
</wsdl:message>
- <wsdl:message name="New_GetList_Operation_0SoapOut">
<wsdl:part element="s0:New_GetList_Operation_0Response" name="parameters" />
</wsdl:message>
- <wsdl:message name="ARAuthenticate">
<wsdl:part element="s0:AuthenticationInfo" name="parameters" />
</wsdl:message>
- <wsdl:portType name="New_Port_0PortType">
- <wsdl:operation name="New_GetList_Operation_0">
<wsdl:input message="s0:New_GetList_Operation_0SoapIn" />
<wsdl:output message="s0:New_GetList_Operation_0SoapOut" />
</wsdl:operation>
</wsdl:portType>
- <wsdl:binding name="New_Port_0SoapBinding" type="s0:New_Port_0PortType">
<soap:binding style="document" transport="http://schemas.xmlsoap.org/soap/http" />
- <wsdl:operation name="New_GetList_Operation_0">
<soap:operation soapAction="urn:WSDL_CRQ_TM_BADI/New_GetList_Operation_0" style="document" />
- <wsdl:input>
<soap:header message="s0:ARAuthenticate" part="parameters" use="literal" />
<soap:body use="literal" />
</wsdl:input>
- <wsdl:output>
<soap:body use="literal" />
</wsdl:output>
</wsdl:operation>
</wsdl:binding>
- <wsdl:service name="WSDL_CRQ_TM_BADIService">
- <wsdl:port binding="s0:New_Port_0SoapBinding" name="New_Port_0Soap">
<soap:address location="http://phl-sbx207:8080/arsys/services/ARService?server=PHL-SBX207&webService=WSDL_CRQ_TM_BADI" />
</wsdl:port>
</wsdl:service>
</wsdl:definitions>
Edited by: David Milano on Aug 9, 2011 8:23 PM
Edited by: David Milano on Aug 9, 2011 8:25 PM
Edited by: David Milano on Aug 9, 2011 8:26 PM

Here is my WSDL file below and is there something that needs to be changed in this file so that SAP can parse the information??
<?xml version="1.0" encoding="UTF-8" ?>
- <wsdl:definitions targetNamespace="urn:WSDL_CRQ_TM_BADI" xmlns:s0="urn:WSDL_CRQ_TM_BADI" xmlns:soap="http://schemas.xmlsoap.org/wsdl/soap/" xmlns:soapenc="http://schemas.xmlsoap.org/soap/encoding/" xmlns:wsdl="http://schemas.xmlsoap.org/wsdl/" xmlns:xsd="http://www.w3.org/2001/XMLSchema">
- <wsdl:types>
- <xsd:schema elementFormDefault="qualified" targetNamespace="urn:WSDL_CRQ_TM_BADI">
<xsd:element name="New_GetList_Operation_0" type="s0:InputMapping1" />
+ <xsd:complexType name="InputMapping1">
- <xsd:sequence>
<xsd:element name="Qualification" type="xsd:string" />
<xsd:element name="startRecord" type="xsd:string" />
<xsd:element name="maxLimit" type="xsd:string" />
</xsd:sequence>
</xsd:complexType>
<xsd:element name="New_GetList_Operation_0Response" type="s0:OutputMapping1" />
- <xsd:complexType name="OutputMapping1">
- <xsd:sequence>
<xsd:element minOccurs="0" name="Request_id" type="xsd:string" />
<xsd:element name="Change_Req_Status" type="s0:Change_Req_StatusType" />
<xsd:element name="Description" type="xsd:string" />
</xsd:sequence>
</xsd:complexType>
- <xsd:simpleType name="Change_Req_StatusType">
- <xsd:restriction base="xsd:string">
<xsd:enumeration value="Draft" />
<xsd:enumeration value="Request For Authorization" />
<xsd:enumeration value="Request For Change" />
<xsd:enumeration value="Planning In Progress" />
<xsd:enumeration value="Scheduled For Review" />
<xsd:enumeration value="Scheduled For Approval" />
<xsd:enumeration value="Scheduled" />
<xsd:enumeration value="Implementation In Progress" />
<xsd:enumeration value="Pending" />
<xsd:enumeration value="Rejected" />
<xsd:enumeration value="Completed" />
<xsd:enumeration value="Closed" />
<xsd:enumeration value="Cancelled" />
</xsd:restriction>
</xsd:simpleType>
<xsd:element name="AuthenticationInfo" type="s0:AuthenticationInfo" />
- <xsd:complexType name="AuthenticationInfo">
- <xsd:sequence>
<xsd:element name="userName" type="xsd:string" />
<xsd:element name="password" type="xsd:string" />
<xsd:element minOccurs="0" name="authentication" type="xsd:string" />
<xsd:element minOccurs="0" name="locale" type="xsd:string" />
<xsd:element minOccurs="0" name="timeZone" type="xsd:string" />
</xsd:sequence>
</xsd:complexType>
</xsd:schema>
</wsdl:types>
- <wsdl:message name="New_GetList_Operation_0SoapIn">
<wsdl:part element="s0:New_GetList_Operation_0" name="parameters" />
</wsdl:message>
- <wsdl:message name="New_GetList_Operation_0SoapOut">
<wsdl:part element="s0:New_GetList_Operation_0Response" name="parameters" />
</wsdl:message>
- <wsdl:message name="ARAuthenticate">
<wsdl:part element="s0:AuthenticationInfo" name="parameters" />
</wsdl:message>
- <wsdl:portType name="New_Port_0PortType">
- <wsdl:operation name="New_GetList_Operation_0">
<wsdl:input message="s0:New_GetList_Operation_0SoapIn" />
<wsdl:output message="s0:New_GetList_Operation_0SoapOut" />
</wsdl:operation>
</wsdl:portType>
- <wsdl:binding name="New_Port_0SoapBinding" type="s0:New_Port_0PortType">
<soap:binding style="document" transport="http://schemas.xmlsoap.org/soap/http" />
- <wsdl:operation name="New_GetList_Operation_0">
<soap:operation soapAction="urn:WSDL_CRQ_TM_BADI/New_GetList_Operation_0" style="document" />
- <wsdl:input>
<soap:header message="s0:ARAuthenticate" part="parameters" use="literal" />
<soap:body use="literal" />
</wsdl:input>
- <wsdl:output>
<soap:body use="literal" />
</wsdl:output>
</wsdl:operation>
</wsdl:binding>
- <wsdl:service name="WSDL_CRQ_TM_BADIService">
- <wsdl:port binding="s0:New_Port_0SoapBinding" name="New_Port_0Soap">
<soap:address location="http://phl-sbx207:8080/arsys/services/ARService?server=PHL-SBX207&webService=WSDL_CRQ_TM_BADI" />
</wsdl:port>
</wsdl:service>
</wsdl:definitions>
Edited by: David Milano on Aug 9, 2011 8:23 PM
Edited by: David Milano on Aug 9, 2011 8:25 PM

Third Party Ticketing Tool integration with solman service desk scenario

Hi,
I need any guidance on integration Of third Party ticketing tools like OVSD with the SAP Solution Manager Service Desk Scenario.
Regards,
Kaustubh.

Hi Maheshwar,
What I am trying to do is, try to maintain the data like,,
Caller ID-- sender
Assignment of workgroup--
Search Code--
Priority--
and description--
now some of these are constants that we need not determine every time.
but my question is, can we maintain these as a set of parameters in the method definitionunder parameters tabjust similar to MAIL_HEADER...which is displayed in the mail alert.
we already have a scenario maintained in the HPSD where it reads the mail picks up specific content based on key words, and creates a ticket.
and If we can maintain these by modifying the method, then where can we maintain the multiple data/options for this
And also please send me what were the steps u have done.
U used a Z method or customized the Function module??
Bcz in my case I think I will have to do both..
Regards,
Kaustubh.
Edited by: kaustubh on Jun 19, 2008 6:32 PM

BMC Remedy ticketing tool

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