BMC Remedy

BMC Remedy



BMC Remedy (REST) 

We have BMC Remedy (REST) steps to search, insert, update and delete application data in Remedy as well as upload and download attachments to specified fields of a record in Remedy Applications. 

PrerequisitesRemedy instance and access details.

AE CompatibilityAutomationEdge 5.X.X

Developed with: BMC Remedy 9.1.0


Remedy (REST): Delete Record 

Description

Remedy (REST): Delete Record plugin step deletes a single record on Remedy Server Applications on a specified form name with field value criterion for deletion.

The step is used to delete records in Remedy Applications like Incident Management, Change Management, Problem Management, People Management and others. For example Remedy Delete can be used to delete a people record.

Configurations 

No.

Field Name

Description

1

Step Name

Name of the step.  This name has to be unique in a single workflow.


Connection:


1

AE Server Base URL 

Base URL of Remedy server (e.g. http://Server Name or IP:port where Port is the Remedy REST API port). The default REST API port is 8008. This field is mandatory.

2

Username 

Specify a username in the Remedy instance having permissions to authenticate and to delete Record on the Remedy server. This field is mandatory. 


Password:


3

Accept Value as variable/static

Leave checkbox unchecked to accept Password value from a field in the previous steps of the stream using a drop down list. 

Else enable checkbox for Password field to appear as Text box.

4

Password

Specify the password of the user to authenticate to Remedy Server. Password is encrypted and not stored in the .psw workflow file.

Password is entered using a widget. The widget handles both Text (static value or environment variable) and Combo (drop down containing values from previous steps). This field is mandatory.

If checkbox above is enabled Password field appears as Text box. Else if checkbox above is disabled Password field appears as a drop down to select fields from previous steps.


Button:


5

Test Connection

Test connection based on AE Server Base URL, Port number, username and password. All these fields are mandatory.

Test connection button verifies whether the connection is available or not.

Note: If the connection fields are provided from previous step, then Test Connection Button does not work.





Input Tab:

No.

Field Name

Description

1

Input Fields:


2

Form Name

Double Click this field to open a Form Explorer window with a list of Remedy forms. Choose a form from the list to populate the Form Name field. Form Name has to be chosen from the Form Explorer window. It will not work for the previous step fields; however Static Values can be provided (e.g. CTM:People, HPD:Help Desk, PBM:Problem Investigation, CHG:Infrastructure Change etc. Users can Delete records from any form according to the permissions.).

Once a form is chosen the Criteria field is enabled. Provide a criteria and its value.

3

Button: Get Forms

Click this button to open a Form Explorer window with a list of Remedy forms. Choose a form from the list to populate the Form Name field. 

4

Criteria Field 

Double click this field to open the Field Explorer window.

Select form field names to set Criteria Field.

Criteria Field has to be chosen from the Field Explorer window. It will not work for the previous step fields, Static Values and Environment Variables can also be provided.

5

Button: Get Fields

Click this button to open the Field Explorer window. Select a Criteria form field from the list.

6

Criteria Field Value

Provide a value for the Criteria Field chosen above.

For e.g. to delete an incident record in form HPD:IncidentInterface_Create with criteria field RequestID you may provide the Criteria Field Value XXX, where XXX is an existing Request ID as shown below.



However, make sure all the required fields are available in the record for deletion. (For e.g. in case of CTM:People Status should be Delete and Site is required before deletion operation can be carried out).



Output Tab:

No.

Field Name

Description


Output Fields:


1

Delete Record Id

Specify an output field to hold the result of the step execution that is the Record Id deleted.



Common Buttons:

No.

Field Name

Description


Buttons:


1

OK

On click of this button. It will check the field values.  If any required field values are missing then it will display validation error message.

If all the required field values are provided then it will save the field values.

2

Cancel

On click of this button, it will cancel the window and do not save any values


Remedy (REST): Download Attachment 

Description

Remedy (REST): Download Attachment plugin step downloads all attachments of the specified Remedy record, on a Remedy Server.

The step is used to download attachments from Remedy Applications like Incident Management, Change Management, Problem Management, People Management and others. For example Remedy Download Attachment can be used to download attachments in a work log.

Configurations 

No.

Field Name

Description

1

Step Name

Name of the step.  This name has to be unique in a single workflow.


Connection:


2

AE Server Base URL 

Base URL of Remedy server (e.g. http://Server Name or IP:port where Port is the Remedy REST API port). The default REST API port is 8008. This field is mandatory.

3

User Name 

Specify a username (Ex: - Allen) in the Remedy instance having permissions to authenticate and download attachemnts of a Record on the Remedy server Applications. This field is mandatory.


Password:


4

Accept Value as variable/static

Leave checkbox unchecked to accept Password value from a field in the previous steps of the stream using a drop down list. 

Else enable checkbox for Password field to appear as Text box.

5

Password

Specify the password of the user to authenticate to Remedy Server. Password is encrypted and not stored in the .psw workflow file.

Password is entered using a widget. The widget handles both Text (static value or environment variable) and Combo (drop down containing values from previous steps). This field is mandatory.

If checkbox above is enabled Password field appears as Text box. Else if checkbox above is disabled Password field appears as a drop down to select fields from previous steps.


Button:


6

Test Connection

Test connection based on AE Server Base URL, Port number, username and password. All these fields are mandatory.

Test connection button verifies whether the connection is available or not.

Note: If the connection fields are provided from previous step, then Test Connection Button does not work.


Input Tab:

No.

Field Name

Description

1

Input Fields:


2

Form Name

Double Click this field to open a Form Explorer window with a list of Remedy forms. Choose a form from the list to populate the Form Name field. Form Name has to be chosen from the Form Explorer window. It will not work for the previous step fields; however Static Values can be provided (e.g. HPD:WorkLog, PBM:Investigation WorkLog,  CHG:WorkLog etc. Users can download attachments from any form records according to the permissions.).

Once a form is chosen the Criteria field is enabled. Provide a criteria and its value.

3

Button: Get Forms

Click this button to open a Form Explorer window with a list of Remedy forms. Choose a form from the list to populate the Form Name field. 

4

Criteria Field 

Double click this field to open the Field Explorer window.

Select form field names to set Criteria Field.

Criteria Field has to be chosen from the Field Explorer window. It will not work for the previous step fields; however Static Values and Environment Variables can be provided.

5

Button: Get Fields

Click this button to open the Field Explorer window. Select a Criteria form field from the list.

6

Criteria Field Value

Provide a value for the Criteria Field chosen above.


7

Output Folder Path

Provide the absolute directory path where the attachments need to be downloaded.


8

Browse Folder

Click to browse the absolute path of the desired target output folder path.

9

Delete Output Folder Contents before Downloading

Allowed values: Yes or No

If given “Yes” then the contents of the target Output folder path will be deleted.

10

Add DateTimeStamp for Duplicate Files

Allowed values: Yes or No

If given “Yes” then the new file will be appended with the Date Timestamp in the filename.

11

Add File To Result

Allowed values: Yes or No.

If given “Yes”, After execution the link to download the file will be visible on Automation Edge portal.


Output Tab:

No.

Field Name

Description


Output Fields:


1

Total Files

Specify an output fieldname to hold the total number of files available on the record.

2

Downloaded Files

Specify an output fieldname to hold the total number of successfully downloaded files.

3

Overwritten Files

Specify an output fieldname to hold the total number of replaced/overwritten files.


Common Buttons:

No.

Field Name

Description


Buttons:


1

OK

On click of this button. It will check the field values.  If any required field values are missing then it will display validation error message.

If all the required field values are provided then it will save the field values.

2

Cancel

On click of this button, it will cancel the window and do not save any values


Remedy (REST): Input 

Description

Remedy (REST): Input plugin step gets the records of a form with specified criteria on a Remedy server instance.

The step is used to search Remedy Applications like Incident Management, Change Management, Problem Management, People Management and others. For example Remedy Input can be used to query open incidents etc.

Configurations 

No.

Field Name

Description

1

Step Name

Name of the step.  This name has to be unique in a single workflow.


Connection:


2

AE Server Base URL 

Base URL of Remedy server (e.g. http://Server Name or IP:port where Port is the Remedy REST API port). The default REST API port is 8008. This field is mandatory.

3

User Name 

Specify a username (Ex: - Allen) in the Remedy instance having permissions to authenticate and to search Record on Remedy server. This field is mandatory.


Password:


4

Accept Value as variable/static

Leave checkbox unchecked to accept Password value from a field in the previous steps of the stream using a drop down list. 

Else enable checkbox for Password field to appear as Text box.

5

Password

Specify the password of the user to authenticate to Remedy Server. Password is encrypted and not stored in the .psw workflow file.

Password is entered using a widget. The widget handles both Text (static value or environment variable) and Combo (drop down containing values from previous steps). This field is mandatory.

If checkbox above is enabled Password field appears as Text box. Else if checkbox above is disabled Password field appears as a drop down to select fields from previous steps.

6

Button: Test Connection

Test connection based on AE Server Base URL, Port number, username and password. All these fields are mandatory.

Test connection button verifies whether the connection is available or not.

Note: If the connection fields are provided from previous step, then Test Connection Button does not work.


Input Tab:

No.

Field Name

Description

1

Input Fields:


2

Form Name

Double Click this field to open a Form Explorer window with a list of Remedy forms. Choose a form from the list to populate the Form Name field. Form Name has to be chosen from the Form Explorer window. It will not work for the previous step fields; however Static Values can be provided. The form name is validated on remedy server. (e.g. CTM:People, HPD:IncidentInterface, PBM:ProblemInterface,  CHG:ChangeInterface etc. Users can perform a Search on any form according to the permissions.)

Once a form is chosen the Criteria field is enabled. Provide a criteria and its value.

3

Button: Get Forms

Click this button to open a Form Explorer window with a list of Remedy forms. Choose a form from the list to populate the Form Name field. 

4

Criteria Query

Provide criteria for the search. Records present on the Remedy server will be fetched as per the provided criteria query.

e.g. on CTM:People there could be a criteria query :-

'First Name'="test3" AND 'Last Name'="sk" 

e.g. on HPD:IncidentInterface there could be a criteria query:-'First_Name'="test3" 

Query Criteria in BMC Remedy can be built by navigating to the Advanced Search on the form on which search is being conducted. The following is a screenshot of HPD:IncidentInteface in Advanced search. 

On the bottom row you can see the operators that can be used in Criteria Query.



On the bottom Right you may click the Fields button. You have the options to select Fields, Selection Values (List of Values), Keywords and currency as part of query building.



Query built in BMC Remedy forms can be used in Criteria Query field of this plugin. However, make modifications as follows. Please note that elements on the left of the operator should be in single quotes and elements on the right should be in double quotes. Any * associated with mandatory fields should be removed before using the Remedy Query in the Criteria Query field.

5

Fetch Records Batch Size

Specify a batch size to fetch records. The default value is 10.

Input step will give the output depending on the criteria query on the specified form. By this provision it will fetch the records in the provided batches.


Output Tab:

No.

Field Name

Description

1

Output Fields:


2

Field Name

On double click in output table, fields associated with the form name will populate. The name of the fields to be fetched should be selected. Multiple fields can be selected from the list displayed on click. The selected field’s values will be the output parameters of this plugin. 

Validation: The plugin validates field names from remedy server.

3

Field Value

Specify the name to the output field which holds the value of the fields selected.


Common Buttons:

No.

Field Name

Description


Buttons:


1

OK

On click of this button. It will check the field values.  If any required field values are missing then it will display validation error message.

If all the required field values are provided then it will save the field values.

2

Cancel

On click of this button, it will cancel the window and do not save any values


Remedy (REST): Insert Record 

Description

Remedy (REST): Insert Record plugin step creates a new record on the provided form name by inserting the field values provided on the specified Remedy Server instance.

The step is used to insert records in Remedy Applications like Incident Management, Change Management, Problem Management, People Management and others. For example Remedy Insert can be used to create an incident.

Configurations 

No.

Field Name

Description

1

Step Name

Name of the step.  This name has to be unique in a single workflow.


Connection:


2

AE Server Base URL 

Base URL of Remedy server (e.g. Error! Hyperlink reference not valid. where Port is the Remedy REST API port). The default REST API port is 8008. This field is mandatory.

3

User Name 

Specify a username (Ex: - Allen) in the Remedy instance having permissions to authenticate and to search Record on Remedy server. This field is mandatory.


Password:


4

Accept Value as variable/static

Leave checkbox unchecked to accept Password value from a field in the previous steps of the stream using a drop down list. 

Else enable checkbox for Password field to appear as Text box.

5

Password

Specify the password of the user to authenticate to Remedy Server. Password is encrypted and not stored in the .psw workflow file.

Password is entered using a widget. The widget handles both Text (static value or environment variable) and Combo (drop down containing values from previous steps). This field is mandatory.

If checkbox above is enabled Password field appears as Text box. Else if checkbox above is disabled Password field appears as a drop down to select fields from previous steps.

6

Button: Test Connection

Test connection based on AE Server Base URL, Port number, username and password. All these fields are mandatory.

Test connection button verifies whether the connection is available or not.

Note: If the connection fields are provided from previous step, then Test Connection Button does not work.


Input Tab:

No.

Field Name

Description

1

Input Fields:


2

Form Name

Double Click this field to open a Form Explorer window with a list of Remedy forms. Choose a form from the list to populate the Form Name field. Form Name has to be chosen from the Form Explorer window. It will not work for the previous step fields; however Static Values can be provided. (e.g. HPD:IncidentInterface_Create, PBM:ProblemInterface_Create, CHG:ChangeInterface_Create, CTM:People etc. Users can insert into any form according to the permissions.)

3

Button: Get Forms

Click this button to open a Form Explorer window with a list of Remedy forms. Choose a form from the list to populate the Form Name field. 

5

Accept Fields as JSON

Enable checkbox to accept field names as JSON input.

6

JSON

If ‘Accept Fields as JSON’ checkbox is enabled this field is activated. Choose a field containing the JSON text. JSON text should contain key-value pairs enclosed by double quotes (“) enclosure. Provide all the required or mandatory fields as well as other fields to be inserted as keys in the JSON. 

Note: The JSON could be from any input step such as Generate rows, Text File input, Excel Input et al. In Remedy REST steps JSON text can only be accepted from input fields from previous steps and not as files directly.

Sample JSON text for inserting a single Knowledge Article record:

Following is a sample JSON for inserting a record in Knowledge Article form. This JSON text has five key-value pairs denoting fields and their values to populate five fields. In this Cherwell instance Service and Title are mandatory for Knowledge Article Business Object.

Note: Lookup field values must exactly match existing values in the Cherwell instance.

Sample JSON text for inserting an Incident record:

Following is a sample JSON for inserting a record in Incident form. This JSON text has eight key-value pairs denoting fields and their values to populate eight fields. Lookup field values must exactly match existing values in the Remedy instance.

In this Remedy instance for Incident creation, First_Name, Last_Name, Service Type, Status, Impact, Urgency, Description and Reported Source are mandatory. 

e.g. on HPD:IncidentInterface there could be JSON field as shown below where field JSON_Inc is coming from the input stream such as a field in Generate Rows, CSV etc.


Sample value of JSON_Inc:

{"Description":"Test_Incident_25072019","Impact":"2-Significant/Large","Urgency":"2-High","Service_Type":"User Service Request","First_Name":"Taufeek","Last_Name":"Kureshi","Status":"New","Reported Source":"Direct Input"}

Sample JSON text for inserting a People record:

Following is a sample JSON for inserting a record in People form. This JSON text has five key-value pairs denoting fields and their values to populate five fields. Lookup field values must exactly match existing values in the Remedy instance.

In this Remedy instance for People, Company, Last Name, First Name, Client Type, Phone Number Business are mandatory.

e.g. on CTM:People there could be JSON field as shown below, where field JSON1 is coming from the input stream such as a field in Generate Rows, CSV etc.


Sample value of JSON1:

{"First Name":"Thomas","Last Name":"Astebro","Client Type":"Office-Based Employee","Company":"Calbro Services","Phone Number Business":"9999999999"}


Table Fields:


7

Variable Field Name

This is an optional field. Choose a field in input stream from drop down list or provide a user or system defined variable.

8

Static Field Name

On click of this column field, it opens a dialog with the list of available form fields of the provided Form Name.  

The name of the fields to be inserted should be selected. Multiple fields can be selected from the list displayed on click. The selected field’s values below will be inserted in the record. 

Validation: The plugin validates field names from remedy server.

9

Field Value

Provide field values to be inserted in the corresponding chosen fields.

Following, is a sample snapshot of input tab with Table Fields with Static Field Name.


Following, is a sample snapshot of input tab with Table Fields with Variable Field Name.






Output Tab:

No.

Field Name

Description


Output Fields:


1

Record Location

Specify an output field to hold the location value of the record.

2

Generated Requested ID

Specify an output field to hold the Generated Request ID of the inserted record.


Common Buttons:

No.

Field Name

Description


Buttons:


1

OK

On click of this button. It will check the field values.  If any required field values are missing then it will display validation error message.

If all the required field values are provided then it will save the field values.

2

Cancel

On click of this button, it will cancel the window and do not save any values


Remedy (REST): Update Record 

Description

Remedy (REST): Update Record plugin step updates a single record in the sprcified form name with field values provided on a Remedy Server instance.

The step is used to update Remedy Applications like Incident Management, Change Management, Problem Management, People Management and others. For example Remedy Update Record can be used to close a ticket if resolved.  

Configurations 

No.

Field Name

Description

1

Step Name

Name of the step.  This name has to be unique in a single workflow.


Connection:


2

AE Server Base URL 

Base URL of Remedy server (e.g. e.g. http://Server Name or IP:port. where Port is the Remedy REST API port). The default REST API port is 8008. This field is mandatory.

3

User Name 

The username having permission to login to Remedy Server (Ex: - Allen). This field is mandatory.


Password:


4

Accept Value as variable/static

Leave checkbox unchecked to accept Password value from a field in the previous steps of the stream using a drop down list. 

Else enable checkbox for Password field to appear as Text box.

5

Password

Specify the password of the user to authenticate to Remedy Server. Password is encrypted and not stored in the .psw workflow file.


Password is entered using a widget. The widget handles both Text (static value or environment variable) and Combo (drop down containing values from previous steps). This field is mandatory.

If checkbox above is enabled Password field appears as Text box. Else if checkbox above is disabled Password field appears as a drop down to select fields from previous steps.


Button:


6

Test Connection

Test connection based on AE Server Base URL, Port number, username and password. All these fields are mandatory.

Test connection button verifies whether the connection is available or not.

Note: If the connection fields are provided from previous step, then Test Connection Button does not work.


Input Tab:

No.

Field Name

Description


Input Fields:


1

Form Name

Double Click this field to open a Form Explorer window with a list of Remedy forms. Choose a form from the list to populate the Form Name field. Form Name can be chosen from the Form Explorer window. It will not work for the previous step fields; however Static Values and Environment Variables can be provided (e.g. CTM:People, HPD:IncidentInterface, PBM:ProblemInterface, CHG:ChangeInterface etc. Users can update records on any form according to the permissions).

2

Button: Get Forms

Click this button to open a Form Explorer window with a list of Remedy forms. Choose a form from the list to populate the Form Name field. 

3

Criteria Field 

Double click this field to open the Field Explorer window.

Select form field names to set Criteria Field.

Criteria Field has to be chosen from the Field Explorer window. It will not work for the previous step fields; however Static Values and Environment Variables can also be provided.

4

Button: Get Fields

Click this button to open the Field Explorer window. Select a Criteria form field from the list.

5

Criteria Field Value

Provide a value for the Criteria Field chosen above. 

6

Accept Fields as JSON

Enable checkbox to accept field names as JSON input.

7

JSON

If ‘Accept Fields as JSON’ checkbox is enabled this field is activated. Choose a field containing the JSON text. JSON text should contain key-value pairs enclosed by double quotes (“) enclosure. Provide all the required or mandatory fields as well as other fields to be inserted as as keys in the JSON. 

Note: The JSON could be from any input step such as Generate rows, Text File input, Excel Input etc. In Remedy (REST) steps JSON text can only be accepted from input fields from previous steps and not as files directly.


Sample JSON text for updating an Incident record:

Following is a sample JSON for updating a record in Incident form. Provide key-value pairs in the JSON text denoting the fields to be updated and the new values for the record. 

Note: Lookup field values must exactly match existing values in the Remedy instance.


For e.g. if Last_Name is to be updated in HPD:IncidentInterface create a JSON field with value:

{"Last Name":"Khaitan"}


Table Fields:


8

Variable Field Name

This is an optional field. Choose a field in input stream from drop down list or provide a user or system defined variable.

9

Static Field Name

On click of this column field, it opens a dialog with the list of available form fields of the provided Form Name.  

The name of the fields to be inserted should be selected. Multiple fields can be selected from the list displayed on click. 


The selected field’s values below will be inserted in the form. 

10

Field Value

Provide field values to be inserted in the corresponding chosen fields.


Following, is a sample snapshot of input tab with Table fields populated.

Following, is a sample snapshot of input tab with Table Fields with Static Field Name. You may also provide variables in Variable Field Name instead of Static Field Name.  



Output Tab:

No.

Field Name

Description


Output Fields:


1

Updated Record Id

Specify an output field to hold the Record Id of the updated record as a result of the step execution.


Common Buttons:

No.

Field Name

Description


Buttons:


1

OK

On click of this button. It will check the field values.  If any required field values are missing then it will display validation error message.

If all the required field values are provided then it will save the field values.

2

Cancel

On click of this button, it will cancel the window and do not save any values



Remedy (REST): Upload Attachment 

Description

Remedy (REST): Upload Attachment plugin step uploads an attachment to specified form and record in a Remedy Server instance. 

The step is used to upload attachments to records of Remedy Applications like Incident Management, Change Management, Problem Management and others.  Users can upload attachments to records of any form according to the permissions and provision in the form for attachments. 

Configurations 

No.

Field Name

Description

1

Step Name

Name of the step.  This name has to be unique in a single workflow.


Connection:


1

AE Server Base URL 

Base URL of Remedy server (e.g. http://Server Name or IP:port where Port is the Remedy REST API port). The default REST API port is 8008. This field is mandatory.


User Name 

The username having permission to login to Remedy Server and upload an attachment (e.g - Allen). This field is mandatory.


Password:


4

Accept Value as variable/static

Leave checkbox unchecked to accept Password value from a field in the previous steps of the stream using a drop down list. 

Else enable checkbox for Password field to appear as Text box.

5

Password

Specify the password of the user to authenticate to Remedy Server. Password is encrypted and not stored in the .psw workflow file.


Password is entered using a widget. The widget handles both Text (static value or environment variable) and Combo (drop down containing values from previous steps). This field is mandatory.

If checkbox above is enabled Password field appears as Text box. Else if checkbox above is disabled Password field appears as a drop down to select fields from previous steps.


Button:


4

Test Connection

Test connection based on AE Server Base URL, Port number, username and password. All these fields are mandatory.

Test connection button verifies whether the connection is available or not.

Note: If the connection fields are provided from previous step, then Test Connection Button does not work.


Input Tab:

No.

Field Name

Description

1

Input Fields:


2

Form Name

Double Click this field to open a Form Explorer window with a list of Remedy forms. Choose a form from the list to populate the Form Name field. Form Name can be chosen from the Form Explorer window. It will not work for the previous step fields; however Static Values and Environment Variables can be provided (e.g HPD:WorkLog, PBM:Investigation WorkLog,  CHG:WorkLog etc. Users can upload attachments to records of any form according to the permissions.).

3

Button: Get Forms

Click this button to open a Form Explorer window with a list of Remedy forms. Choose a form from the list to populate the Form Name field. 

4

Criteria Field 

Double click this field to open the Field Explorer window.

Select form field names to set Criteria Field.

Criteria Field has to be chosen from the Field Explorer window. It does not work for the previous step fields; however Static Values can be provided.

5

Button: Get Fields

Click this button to open the Field Explorer window. Select a Criteria form field from the list.

6

Criteria Field Value

Provide a valid value for the Criteria Field chosen above. 

7

Attachment Field Name

On double click of this field, if connection is successfully established populates list of attachment fields/placeholders names associated with the Form name on the Remedy Server.

8

Get

On click of this button, if connection is successfully established , it populates list of attachment field’s name on the Remedy Server

9

Input File Path

The absolute file path has to be given where the attachment has to be stored.

10

Browse File

Click to get absolute path of desired target file.


Output Tab:

No.

Field Name

Description


Output Fields:


1

Attachment Uploaded to Record

Specify an output field to hold the Record Id of record to which an attachment has been uploaded as a result of step execution.


Common Buttons:

No.

Field Name

Description


Buttons:


1

OK

On click of this button. It will check the field values.  If any required field values are missing then it will display validation error message.

If all the required field values are provided then it will save the field values.

2

Cancel

On click of this button, it will cancel the window and do not save any values









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