BMC Helix Remedyforce

BMC Helix Remedyforce integration allows customers to create/update service requests and incidents. It also allows to update status, resolve service requests and incidents with customer notes. This integration exposes standard ticketing capabilities that can be utilized as part of automation & orchestration. This integration was integrated and tested with version 202002.79 of BMC Helix Remedyforce.

Configure BMC Helix Remedyforce on Cortex XSOAR

  1. Navigate to Settings > Integrations > Servers & Services.
  2. Search for BMC Helix Remedyforce.
  3. Click Add instance to create and configure a new integration instance.
ParameterDescriptionRequired
urlBMC Remedyforce URL (e.g. https://example.com)True
usernameUsernameTrue
passwordPasswordTrue
typeTypeFalse
categoryCategoryFalse
impactImpactFalse
urgencyUrgencyFalse
statusStatusFalse
queueQueueFalse
max_incidentsMax IncidentsFalse
fetch_noteFetch Note(s)False
queryQuery (If provided other filtering parameters will be ignored) e.g. select Name, LastModifiedDate from BMCServiceDesk__Incident__c where BMCServiceDesk__Impact_Id__c = 'High'False
incidentTypeIncident typeFalse
insecureTrust any certificate (not secure)False
proxyUse system proxy settingsFalse
request_timeoutHTTP(S) Request Timeout (in seconds)True
isFetchFetch incidentsFalse
firstFetchTimestampFirst Fetch Timestamp (<number> <time unit>, e.g., 12 hours, 7 days, 3 months, 1 year)False
  1. Click Test to validate the URLs, token, and connection.

Commands

You can execute these commands from the Demisto CLI, as part of an automation, or in a playbook. After you successfully execute a command, a DBot message appears in the War Room with the command details.

bmc-remedy-service-request-definition-get


This command gets details of service request definitions with the help of service request definition name.

Base Command

bmc-remedy-service-request-definition-get

Input

Argument NameDescriptionRequired
service_request_definition_nameservice_request_definition_name is the name of the service request definition whose details the user wants to get. If any value is not specified, it gets details of all service request definitions.Optional

Context Output

PathTypeDescription
BmcRemedyforce.ServiceRequestDefinition.IdStringService Request Definition Id.
BmcRemedyforce.ServiceRequestDefinition.CategoryIdStringCategory Id of the Service Request Definition.
BmcRemedyforce.ServiceRequestDefinition.IsProblemBooleanIndicates if it is a problem or not.
BmcRemedyforce.ServiceRequestDefinition.LastModifiedDateDateLast modified date.
BmcRemedyforce.ServiceRequestDefinition.CreatedDateDateCreated Date.
BmcRemedyforce.ServiceRequestDefinition.Questions.IdStringId of question attached with Service Request Definition.
BmcRemedyforce.ServiceRequestDefinition.Questions.IsRequiredBooleanIndicates if a question is required or not.
BmcRemedyforce.ServiceRequestDefinition.Questions.TypeStringType of the question.
BmcRemedyforce.ServiceRequestDefinition.Questions.TextStringName of the question.
BmcRemedyforce.ServiceRequestDefinition.Conditions.SRDIdStringService Request Definition Id of condition.
BmcRemedyforce.ServiceRequestDefinition.Conditions.ValueStringValue of the condition.
BmcRemedyforce.ServiceRequestDefinition.Conditions.OperatorStringOperator of the condition.
BmcRemedyforce.ServiceRequestDefinition.Conditions.DependentQuestionIdStringQuestion Id of dependent question which is associated with the condition.
BmcRemedyforce.ServiceRequestDefinition.Conditions.IdStringId of the condition.
BmcRemedyforce.ServiceRequestDefinition.Conditions.QuestionIdStringAssociate question Id for the condition.
BmcRemedyforce.ServiceRequestDefinition.requestForStringRequest for field value.
BmcRemedyforce.ServiceRequestDefinition.requestedByStringRequested by field value.
BmcRemedyforce.ServiceRequestDefinition.titleStringTitle field value for Service Request Definition.
BmcRemedyforce.ServiceRequestDefinition.descriptionStringDescription field value for Service Request Definition.
BmcRemedyforce.ServiceRequestDefinition.approvalRequiredBooleanIndicates if approval is required or not.

Command Example

!bmc-remedy-service-request-definition-get service_request_definition_name="Ask Benefits/HR Question"

Context Example

{
"BmcRemedyforce": {
"ServiceRequestDefinition": {
"CategoryId": "a212w000000UFftAAG",
"CreatedDate": "2020-07-14 06:02:49",
"Id": "a3H2w000000H5UhEAK",
"IsProblem": false,
"LastModifiedDate": "2020-07-14 06:02:49",
"Questions": [
{
"Id": "a3D2w000000TmAKEA0",
"IsRequired": false,
"Text": "Benefits/HR Question Details",
"Type": "header section"
},
{
"Id": "a3D2w000000TmALEA0",
"IsRequired": true,
"Text": "Please provide details on the information you are requesting",
"Type": "textarea"
}
],
"approvalRequired": false,
"description": "Service Request for information pertaining to Benefits/HR",
"email": "testuser@mail.com",
"requestFor": "Test user",
"requestedBy": "Test user",
"title": "Ask Benefits/HR Question"
}
}
}

Human Readable Output

Total retrieved service request definition(s): 1

Service Request Definition IdService Request Definition NameQuestions
a3H2w000000H5UhEAKAsk Benefits/HR QuestionId: a3D2w000000TmAKEA0
Question: Benefits/HR Question Details
Is Required: No

Id: a3D2w000000TmALEA0
Question: Please provide details on the information you are requesting
Is Required: Yes

bmc-remedy-note-create


This command creates notes for incidents and service requests.

Base Command

bmc-remedy-note-create

Input

Argument NameDescriptionRequired
request_numberThe unique incident or service request number that needs to be updated with a note.Required
summaryDescription of incident or service request while creating the note.
Default value of summary is 'Client Note'.
Optional
noteDetailed note for incident or service request.Optional

Context Output

PathTypeDescription
BmcRemedyforce.Note.IdStringId of the created note.
BmcRemedyforce.Note.WorkInfoTypeStringWork Information of note.
BmcRemedyforce.Note.ViewAccessStringView Access Information of note.
BmcRemedyforce.Note.SummaryStringThe description of the note.
BmcRemedyforce.Note.SubmitterStringUser who added note.
BmcRemedyforce.Note.srIdStringId of the Service Request/Incident on which we have added note.
BmcRemedyforce.Note.NotesStringNote for Service Request/Incident.
BmcRemedyforce.Note.ModifiedDateDateLast modified date for note.
BmcRemedyforce.Note.CreatedDateDateCreated date of note.

Command Example

!bmc-remedy-note-create request_number=SR00000054 summary="demo note" note="demo note"

Context Example

{
"BmcRemedyforce": {
"Note": {
"CreatedDate": "2020-07-30 09:25:42",
"Id": "a2N2w000000Y39FEAS",
"ModifiedDate": "2020-07-30 09:25:42",
"Notes": "demo note\r\ntestuser@bmcremedyforce.com 7/30/2020 2:25 AM",
"Submitter": "Test user",
"Summary": "Test user's summary",
"srId": "a2U2w000000YGQREA4"
}
}
}

Human Readable Output

The service request/incident SR00000054 is successfully updated with the note.

bmc-remedy-service-request-update


This command updates the details of a service request for a given service request number.

Base Command

bmc-remedy-service-request-update

Input

Argument NameDescriptionRequired
service_request_numberThe unique number of the service request for which details needs to be updated.Required
category_idcategory_id is the unique Id of the category. Categories allow users to classify the incident or service request using standard classifications to track the reporting purposes.
Users can get the category Id from the category name using 'bmc-remedy-category-details-get' command.
Optional
queue_idqueue_id is the unique Id of the owner.
Users can get the queue Id from the owner name using 'bmc-remedy-queue-details-get' command.
Optional
staff_idstaff_id is the unique Id of the staff to whom the user wants to assign the record.
Users can get the staff Id from the staff details using 'bmc-remedy-user-details-get' command.
Optional
status_idstatus_id is the unique Id of the status that is used to display the progress of the service request through its stages of opening to closure.
Users can get the status Id from the status name using 'bmc-remedy-status-details-get' command.
Optional
urgency_idurgency_id is the unique Id of the urgency which is used to determine the priority of the service request.
Users can get the urgency Id from the urgency name using 'bmc-remedy-urgency-details-get' command.
Optional
client_idclient_id is the unique Id of the client. It helps to select a client for a particular service request.
Users can get the client Id from the email using 'bmc-remedy-user-details-get' command.
Optional
additional_fieldsThe fields which are not present in the current argument list can be added here in the format "fieldname1=value;fieldname2=value".
Possible fields: impact_id, account_id or any other custom field.
Optional

Context Output

PathTypeDescription
BmcRemedyforce.ServiceRequest.NumberStringService request number.
BmcRemedyforce.ServiceRequest.IdStringService request Id.
BmcRemedyforce.ServiceRequest.LastUpdatedDateStringLast updated date & time of a service request.

Command Example

!bmc-remedy-service-request-update service_request_number=SR00000054 status_id=a3w2w000000TfGlAAK category_id=a212w000000UFfyAAG aditional_fields="impact_id=HIGH;asset_id=a0K2w000000wi2uEAA"

Context Example

{
"BmcRemedyforce": {
"ServiceRequest": {
"Id": "a2U2w000000YGQREA4",
"LastUpdatedDate": "2020-08-01T12:05:48Z",
"Number": "00000054"
}
}
}

Human Readable Output

The service request 00000054 is successfully updated.

bmc-remedy-service-request-create


This command allows the user to create a new service request. A service request is the request record that is generated from the service request definition to manage and track the execution.

Base Command

bmc-remedy-service-request-create

Input

Argument NameDescriptionRequired
service_request_definition_idThe unique Id of the service request definition.
Users can get the service request definition Id from service request definition name using 'bmc-remedy-service-request-definition-get' command.
Required
service_request_definition_paramsEach service request definition expects specific parameters to be supplied. Specify the parameters as a delimiter (;) separated string.
Example: "param1=value1; param2=value2".
Optional
client_idclient_id is the unique Id of the client. It helps to select a client for a particular service request.
Users can get the client Id from the email using 'bmc-remedy-user-details-get' command.
Optional
category_idcategory_id is the unique Id of the category. Categories allow users to classify the incident or service request using standard classifications to track the reporting purposes.
Users can get the category Id from the category name using 'bmc-remedy-category-details-get' command.
Optional
queue_idqueue_id is the unique Id of the owner.
Users can get the queue Id from the owner name using 'bmc-remedy-queue-details-get' command.
Optional
staff_idstaff_id is the unique Id of the staff to whom the user wants to assign the record.
Users can get the staff Id from the staff details using 'bmc-remedy-user-details-get' command.
Optional
urgency_idurgency_id is the unique Id of the urgency which is used to determine the priority of the service request.
Users can get the urgency Id from the urgency name using 'bmc-remedy-urgency-details-get' command.
Optional
status_idstatus_id is the unique Id of the status that is used to display the progress of the service request through its stages of opening to closure.
Users can get the status Id from the status name using 'bmc-remedy-status-details-get' command.
Optional
additional_fieldsThe fields which are not present in the current argument list can be added here in the format "fieldname1=value;fieldname2=value".
Possible fields: impact_id, account_id or any other custom field.
Optional

Context Output

PathTypeDescription
BmcRemedyforce.ServiceRequest.NumberStringService request number.
BmcRemedyforce.ServiceRequest.IdStringService request Id.
BmcRemedyforce.ServiceRequest.CreatedDateStringCreation date & time of service request.

Command Example

!bmc-remedy-service-request-create service_request_definition_id=a3H2w000000H5UVEA0 category_id=a212w000000UFfyAAG status_id=a3w2w000000TfGBAA0

Context Example

{
"BmcRemedyforce": {
"ServiceRequest": {
"CreatedDate": "2020-08-01T12:05:13Z",
"Id": "a2U2w000000YTEhEAO",
"Number": "00012192"
}
}
}

Human Readable Output

The service request 00012192 is successfully created.

bmc-remedy-template-details-get


This command helps to get template details for Incidents. Templates enable users to prepopulate commonly used fields in a form.

Base Command

bmc-remedy-template-details-get

Input

Argument NameDescriptionRequired
template_nametemplate_name is the name of the template whose details the user wants to get. If any value is not specified, it gets details of all the available templates.Optional

Context Output

PathTypeDescription
BmcRemedyforce.Template.IdStringTemplate Id.
BmcRemedyforce.Template.NameStringTemplate name.
BmcRemedyforce.Template.DescriptionStringTemplate description.
BmcRemedyforce.Template.RecurringBooleanRecurrence of template.

Command Example

!bmc-remedy-template-details-get template_name="General Support - SR"

Context Example

{
"BmcRemedyforce": {
"Template": {
"Description": "Used for the General Support Service Request to capture any issues or requests that may not yet be covered by published SRs.",
"Id": "a3k2w000000LSl9AAG",
"Name": "General Support - SR",
"Recurring": false
}
}
}

Human Readable Output

Total retrieved template(s): 1

IdNameDescriptionRecurring
a3k2w000000LSl9AAGGeneral Support - SRUsed for the General Support Service Request to capture any issues or requests that may not yet be covered by published SRs.false

bmc-remedy-impact-details-get


This command helps to get impact details for incidents and service requests. Impact helps to calculate priority of the incident or service request.

Base Command

bmc-remedy-impact-details-get

Input

Argument NameDescriptionRequired
impact_nameimpact_name is the name of the impact whose details the user wants to get. If any value is not specified, it gets details of all the available impacts.Optional

Context Output

PathTypeDescription
BmcRemedyforce.Impact.IdStringImpact Id.
BmcRemedyforce.Impact.NameStringImpact Name.

Command Example

!bmc-remedy-impact-details-get impact_name=HIGH

Context Example

{
"BmcRemedyforce": {
"Impact": {
"Id": "a2M2w000000UApmEAG",
"Name": "HIGH"
}
}
}

Human Readable Output

Total retrieved impact(s): 1

IdName
a2M2w000000UApmEAGHIGH

bmc-remedy-service-offering-details-get


This command helps to get service offering details for incidents. Users can link a service offering of the associated service.

Base Command

bmc-remedy-service-offering-details-get

Input

Argument NameDescriptionRequired
service_offering_nameservice_offering_name is the name of service offering whose details the user wants to get. If any value is not specified, it gets details of all the available service offerings.Optional

Context Output

PathTypeDescription
BmcRemedyforce.ServiceOffering.IdStringService offering Id.
BmcRemedyforce.ServiceOffering.NameStringService offering name.

Command Example

!bmc-remedy-service-offering-details-get service_offering_name="Building Access"

Context Example

{
"BmcRemedyforce": {
"ServiceOffering": {
"Id": "a0K2w000000wi3FEAQ",
"Name": "Building Access"
}
}
}

Human Readable Output

Total retrieved service offering(s): 1

IdName
a0K2w000000wi3FEAQBuilding Access

bmc-remedy-incident-create


This command allows the user to create a new incident.

Base Command

bmc-remedy-incident-create

Input

Argument NameDescriptionRequired
client_idclient_id is the unique Id of the client. It helps to select a client for a particular Incident.
Users can get the client Id from the email using 'bmc-remedy-user-details-get' command.
Required
descriptionThis field represents the description of the incident that the user wants to create.Optional
opened_dateopened_date is the date and time at which the incident was created. Use the yyyy-MM-ddTHH:mm:ss.SSS+/-HHmm or yyyy-MM-ddTHH:mm:ss.SSSZ formats to specify dateTime fields.Optional
due_datedue_date is the date and time at which the incident should be completed. Use the yyyy-MM-ddTHH:mm:ss.SSS+/-HHmm or yyyy-MM-ddTHH:mm:ss.SSSZ formats to specify dateTime fields.Optional
queue_idqueue_id is the unique Id of the owner.
Users can get the queue Id from the owner name using 'bmc-remedy-queue-details-get' command.
Optional
template_idtemplate_id is the unique Id of the template. Templates enable users to pre-populate commonly used fields in a form.
Users can get the template Id from the template name using 'bmc-remedy-template-details-get' command.
Optional
category_idcategory_id is the unique Id of the category. Categories allow users to classify the incident or service request using standard classifications to track the reporting purposes.
Users can get the category Id from the category name using 'bmc-remedy-category-details-get' command.
Optional
urgency_idurgency_id is the unique Id of the urgency which is used to determine the priority of the incident.
Users can get the urgency Id from the urgency name using 'bmc-remedy-urgency-details-get' command.
Optional
status_idstatus_id is the unique Id of the status that is used to display the progress of the incident through its stages of opening to closure. Users can get the status Id from the status name using 'bmc-remedy-status-details-get' command.Optional
staff_idstaff_id is the unique Id of the staff to whom the user wants to assign the record.
Users can get the staff Id from the staff details using 'bmc-remedy-user-details-get' command.
Optional
additional_fieldsThe fields which are not present in the current argument list can be added here in the format "fieldname1=value;fieldname2=value".
Possible fields: broadcast_id, service_id,impact_id, service_offering_id, asset_id, outage_start, outage_end, account_id or any other custom field.
Optional

Context Output

PathTypeDescription
BmcRemedyforce.Incident.IdStringIncident Id.
BmcRemedyforce.Incident.NumberStringIncident number.
BmcRemedyforce.Incident.CreatedDateStringCreation date & time of Incident.

Command Example

!bmc-remedy-incident-create client_id=0052w000004Z9vJAAS status_id=a3w2w000000TfGlAAK category_id=a212w000000UFfyAAG

Context Example

{
"BmcRemedyforce": {
"Incident": {
"CreatedDate": "2020-08-01 12:06:08",
"Id": "a2U2w000000YTEmEAO",
"Number": "00012193"
}
}
}

Human Readable Output

The incident 00012193 is successfully created.

bmc-remedy-incident-update


This command updates the details of an incident for a given incident number.

Base Command

bmc-remedy-incident-update

Input

Argument NameDescriptionRequired
incident_numberThe unique number of the incident whose details need to be updated.Required
category_idcategory_id is the unique Id of the category. Categories allow users to classify the incident or service request using standard classifications to track the reporting purposes.
Users can get the category Id from the category name using 'bmc-remedy-category-details-get' command.
Optional
queue_idqueue_id is the unique Id of the owner.
Users can get the queue Id from the owner name using 'bmc-remedy-queue-details-get' command.
Optional
staff_idstaff_id is the unique Id of the staff to whom the user wants to assign the record.
Users can get the staff Id from the staff details using 'bmc-remedy-user-details-get' command.
Optional
status_idstatus_id is the unique Id of the status that is used to display the progress of the incident through its stages of opening to closure.
Users can get the status Id from the status name using 'bmc-remedy-status-details-get' command.
Optional
urgency_idurgency_id is the unique Id of the urgency which is used to determine the priority of the incident.
Users can get the urgency Id from the urgency name using 'bmc-remedy-urgency-details-get' command.
Optional
due_datedue_date is the date and time until which the incident should be completed. Use the yyyy-MM-ddTHH:mm:ss.SSS+/-HHmm or yyyy-MM-ddTHH:mm:ss.SSSZ formats to specify dateTime fields.Optional
client_idclient_id is the unique Id of the client. It helps to select the client for a particular incident.
Users can get the client Id from the email using 'bmc-remedy-user-details-get' command.
Optional
additional_fieldsThe fields which are not present in the current argument list can be added here in the format "fieldname1=value;fieldname2=value".
Possible fields: broadcast_id, service_id,impact_id, service_offering_id, asset_id, outage_start, outage_end, account_id or any other custom field.
Optional

Context Output

PathTypeDescription
BmcRemedyforce.Incident.IdStringIncident Id.
BmcRemedyforce.Incident.NumberStringIncident number.
BmcRemedyforce.Incident.LastUpdatedDateStringLast updated date & time of Incident.

Command Example

!bmc-remedy-incident-update incident_number=IN00000182 status_id=a3w2w000000TfGlAAK category_id=a212w000000UFfyAAG aditional_fields="impact_id=HIGH;asset_id=a0K2w000000wi2uEAA" using=BMCHelixRemedyforce_instance_1

Context Example

{
"BmcRemedyforce": {
"Incident": {
"Id": "a2U2w000000YGaHEAW",
"LastUpdatedDate": "2020-08-01T12:05:37Z",
"Number": "00000182"
}
}
}

Human Readable Output

The incident 00000182 is successfully updated.

bmc-remedy-asset-details-get


This command helps to get asset or configuration item details for incidents.

Base Command

bmc-remedy-asset-details-get

Input

Argument NameDescriptionRequired
asset_nameasset_name is the name of the asset for which the command will find the metadata.Optional
instance_typeAssets belonging to the selected instance_type will be populated.Optional

Context Output

PathTypeDescription
BmcRemedyforce.Asset.IdStringAsset Id.
BmcRemedyforce.Asset.NameStringAsset name.
BmcRemedyforce.Asset.DescriptionStringAsset description.
BmcRemedyforce.Asset.Class_NameStringAsset under BMC class type.
BmcRemedyforce.Asset.Asset_NumberStringAsset number.
BmcRemedyforce.Asset.Instance_TypeStringAssets belonging to selected class.

Command Example

!bmc-remedy-asset-details-get asset_name=BlackBerry-Houston01

Context Example

{
"BmcRemedyforce": {
"Asset": {
"Asset_Number": "1102942",
"Class_Name": "BMC_ComputerSystem",
"Description": "Houston BlackBerry Server",
"Id": "a0K2w000000wi1bEAA",
"Instance_Type": "CI / Asset",
"Name": "BlackBerry-Houston01"
}
}
}

Human Readable Output

Total retrieved asset(s): 1

IdNameDescriptionAsset #Class NameInstance Type
a0K2w000000wi1bEAABlackBerry-Houston01Houston BlackBerry Server1102942BMC_ComputerSystemCI / Asset

bmc-remedy-account-details-get


This command helps to get account details for incidents and service requests.

Base Command

bmc-remedy-account-details-get

Input

Argument NameDescriptionRequired
account_nameaccount_name is the account name of the account whose details the user wants to get. If any value is not specified, it gets details of all the available accounts.Optional

Context Output

PathTypeDescription
BmcRemedyforce.Account.IdStringAccount Id.
BmcRemedyforce.Account.NameStringAccount name.

Command Example

!bmc-remedy-account-details-get account_name="test_account"

Context Example

{
"BmcRemedyforce": {
"Account": {
"Id": "0012w00000GMthNAAT",
"Name": "test_account"
}
}
}

Human Readable Output

Total retrieved account(s): 1

IdName
0012w00000GMthNAATtest_account

bmc-remedy-status-details-get


This command helps to get status details for incidents and service requests. Status is used to display the progress of the service request or incident through its stages of opening to closure.

Base Command

bmc-remedy-status-details-get

Input

Argument NameDescriptionRequired
status_namestatus_name is the status name whose details the user wants to get.Optional

Context Output

PathTypeDescription
BmcRemedyforce.Status.IdStringStatus Id.
BmcRemedyforce.Status.NameStringStatus name.

Command Example

!bmc-remedy-status-details-get status_name="OPENED"

Context Example

{
"BmcRemedyforce": {
"Status": {
"Id": "a3w2w000000TfGBAA0",
"Name": "OPENED"
}
}
}

Human Readable Output

Total retrieved status: 1

IdName
a3w2w000000TfGBAA0OPENED

bmc-remedy-urgency-details-get


This command helps to get urgency details for incidents and service requests. Urgency is used to determine the priority of the incident or service request.

Base Command

bmc-remedy-urgency-details-get

Input

Argument NameDescriptionRequired
urgency_nameurgency_name is the name of the urgency whose details the user wants to get.Optional

Context Output

PathTypeDescription
BmcRemedyforce.Urgency.IdStringUrgency Id.
BmcRemedyforce.Urgency.NameStringUrgency name.

Command Example

!bmc-remedy-urgency-details-get urgency_name="LOW"

Context Example

{
"BmcRemedyforce": {
"Urgency": {
"Id": "a472w000000Tyk6AAC",
"Name": "LOW"
}
}
}

Human Readable Output

Total retrieved urgencies: 1

IdName
a472w000000Tyk6AACLOW

bmc-remedy-category-details-get


This command helps to get category details for incidents and service requests. Categories allow users to classify the incident or service request using standard classifications to track the reporting purposes.

Base Command

bmc-remedy-category-details-get

Input

Argument NameDescriptionRequired
typetype is the category type whose details the user wants to get.Optional
category_namecategory_name is the category name whose details the user wants to get.Optional

Context Output

PathTypeDescription
BmcRemedyforce.Category.IdStringCategory Id.
BmcRemedyforce.Category.NameStringCategory name.
BmcRemedyforce.Category.ChildrenCountStringNumber of children of the category.

Command Example

!bmc-remedy-category-details-get category_name="Email"

Context Example

{
"BmcRemedyforce": {
"Category": {
"ChildrenCount": 0,
"Id": "a212w000000UFfyAAG",
"Name": "Email"
}
}
}

Human Readable Output

Total retrieved categories: 1

IdNameChildren Count
a212w000000UFfyAAGEmail0.0

bmc-remedy-queue-details-get


This command helps to get queue details for incidents and service requests. It accepts queue name and type as arguments.

Base Command

bmc-remedy-queue-details-get

Input

Argument NameDescriptionRequired
queue_namequeue_name is the name of the queue as the owner whose details the user wants to get.Optional
typetype will allow the user to filter with its possible values as incident or service request and get details accordingly.Optional

Context Output

PathTypeDescription
BmcRemedyforce.Queue.IdStringQueue Id.
BmcRemedyforce.Queue.NameStringQueue name.
BmcRemedyforce.Queue.EmailStringQueue email.

Command Example

!bmc-remedy-queue-details-get queue_name="Application Development"

Context Example

{
"BmcRemedyforce": {
"Queue": {
"Email": "testuser@bmcremedyforce.com",
"Id": "00G2w0000027SeUEAU",
"Name": "Application Development"
}
}
}

Human Readable Output

Total retrieved queue(s): 1

IdNameEmail
00G2w0000027SeUEAUApplication Developmenttestuser@bmcremedyforce.com

bmc-remedy-user-details-get


This command helps to get user details for incidents and service requests. It accepts username, account name, email, queue name, and is_staff as arguments.

Base Command

bmc-remedy-user-details-get

Input

Argument NameDescriptionRequired
usernameusername is the name of the user whose details the user wants to get.Optional
account_nameaccount_name is the account name of the user whose details the user wants to get.Optional
emailemail is the email address of the user whose details the user wants to get.Optional
queue_namequeue_name is the group/queue name for which user wants to get user details.Optional
is_staffis_staff will allow the user to filter with its possible values true or false and get details of users accordingly.Optional

Context Output

PathTypeDescription
BmcRemedyforce.User.IdStringUser Id which uniquely identifies the user.
BmcRemedyforce.User.NameStringFull name of the user.
BmcRemedyforce.User.FirstNameStringFirst name of the user.
BmcRemedyforce.User.LastNameStringLast name of the user.
BmcRemedyforce.User.UsernameStringUsername of the user.
BmcRemedyforce.User.EmailStringEmail of the user.
BmcRemedyforce.User.PhoneStringPhone number of the user.
BmcRemedyforce.User.AccountStringAccount name of the user.
BmcRemedyforce.User.CompanyNameStringCompany name of the user.
BmcRemedyforce.User.DivisionStringDivision of the user.
BmcRemedyforce.User.DepartmentStringDepartment name of the user.
BmcRemedyforce.User.TitleStringTitle of the user.
BmcRemedyforce.User.IsStaffBooleanShows whether the user belongs to the staff or not.

Command Example

!bmc-remedy-user-details-get queue_name="BMC Client Management"

Context Example

{
"BmcRemedyforce": {
"User": [
{
"CompanyName": "Company",
"Email": "bmcremedyforce@example.com",
"FirstName": "user1",
"Id": "0052w000004nsLdAAI",
"IsStaff": true,
"LastName": "test",
"Name": "user1 test",
"Username": "testuser1@bmcremedyforce.com"
},
{
"CompanyName": "Company",
"Email": "bmcremedyforce@example.com",
"FirstName": "user2",
"Id": "0052w000004nsLaAAI",
"IsStaff": true,
"LastName": "test",
"Name": "user2 test",
"Username": "testuser2@bmcremedyforce.com"
}
]
}
}

Human Readable Output

Total retrieved user(s): 2

IdUsernameFirst NameLast NameEmailCompany NameIs Staff
0052w000004nsLdAAItestuser1@bmcremedyforce.comuser1testbmcremedy@example.comCompanytrue
0052w000004nsLaAAItestuser2@bmcremedyforce.comuser2testbmcremedy@example.comCompanytrue

bmc-remedy-broadcast-details-get


This command helps to get broadcast details for incidents. Broadcast enables users to send messages to the entire organization, selected groups within the organization and to external customers.

Base Command

bmc-remedy-broadcast-details-get

Input

Argument NameDescriptionRequired
broadcast_namebroadcast_name is the name of the broadcast whose details the user wants to get.Optional
category_namecategory_name is the name of the category whose details the user wants to get.Optional

Context Output

PathTypeDescription
BmcRemedyforce.Broadcast.IdStringBroadcast Id.
BmcRemedyforce.Broadcast.NameStringBroadcast name.
BmcRemedyforce.Broadcast.DescriptionStringBroadcast description.
BmcRemedyforce.Broadcast.CategoryStringBroadcast category.
BmcRemedyforce.Broadcast.StatusStringBroadcast status.
BmcRemedyforce.Broadcast.PriorityStringBroadcast priority.
BmcRemedyforce.Broadcast.UrgencyStringBroadcast urgency.
BmcRemedyforce.Broadcast.ImpactStringBroadcast impact.

Command Example

!bmc-remedy-broadcast-details-get broadcast_name="BES Server is down completely"

Context Example

{
"BmcRemedyforce": {
"Broadcast": {
"Category": "Telecommunication",
"Id": "a1v2w000000IaP7AAK",
"Impact": "HIGH",
"Name": "BES Server is down completely",
"Priority": "1",
"Status": "OPENED",
"Urgency": "HIGH"
}
}
}

Human Readable Output

Total retrieved broadcast(s): 1

IdNamePriorityUrgencyImpactCategoryStatus
a1v2w000000IaP7AAKBES Server is down completely1HIGHHIGHTelecommunicationOPENED

bmc-remedy-incident-get


This command helps to get details of incidents.

Base Command

bmc-remedy-incident-get

Input

Argument NameDescriptionRequired
last_fetch_timeThe time range to consider for getting the incident. Use the format "<number> <time unit>". Example: 12 hours, 7 days, 3 months, 1 year.Optional
incident_numberThe unique number of the incident whose details user wants to get.Optional
maximum_incidentThe maximum number of the incidents user wants to get.Optional

Context Output

PathTypeDescription
BmcRemedyforce.Incident.IdStringIncident Id.
BmcRemedyforce.Incident.NumberStringIncident number.
BmcRemedyforce.Incident.PriorityStringIncident priority.
BmcRemedyforce.Incident.DescriptionStringIncident description.
BmcRemedyforce.Incident.ClientIDStringIncident client Id.
BmcRemedyforce.Incident.StatusStringIncident status.
BmcRemedyforce.Incident.dueDateTimeStringIncident due datetime.
BmcRemedyforce.Incident.StaffStringIncident staff.
BmcRemedyforce.Incident.QueueStringIncident queue.
BmcRemedyforce.Incident.CategoryStringIncident category.
BmcRemedyforce.Incident.UrgencyStringIncident urgency.
BmcRemedyforce.Incident.ClientAccountStringIncident client account.
BmcRemedyforce.Incident.BroadcastStringIncident broadcast.
BmcRemedyforce.Incident.closeDateTimeStringIncident close datetime.
BmcRemedyforce.Incident.CreatedDateStringIncident created date.
BmcRemedyforce.Incident.LastModifiedDateStringIncident last modified date.
BmcRemedyforce.Incident.openDateTimeStringIncident open datetime.
BmcRemedyforce.Incident.outageToStringIncident outage end.
BmcRemedyforce.Incident.outageFromStringIncident outage start.
BmcRemedyforce.Incident.ResolutionStringIncident resolution.
BmcRemedyforce.Incident.respondedDateTimeStringIncident responded datetime.
BmcRemedyforce.Incident.ServiceStringIncident service.
BmcRemedyforce.Incident.ServiceOfferingStringIncident service offering.
BmcRemedyforce.Incident.TemplateStringIncident template.
BmcRemedyforce.Incident.TypeStringIncident type.
BmcRemedyforce.Incident.ImpactStringIncident impact.
BmcRemedyforce.Incident.AssetStringIncident asset.

Command Example

!bmc-remedy-incident-get last_fetch_time="1 hours" maximum_incident=2

Context Example

{
"BmcRemedyforce": {
"Incident": {
"Category": "Human Resources",
"ClientID": "Clinet ID",
"CreatedDate": "2020-08-14T12:47:58.000+0000",
"Id": "a2U2w00000096QEEAY",
"Impact": "LOW",
"LastModifiedDate": "2020-08-14T15:18:07.000+0000",
"Number": "00000059",
"Priority": "5",
"Service": "Client Services",
"Staff": "Staff Name",
"Status": "OPENED",
"Template": "Benefits Question - SR",
"Type": "Incident",
"Urgency": "LOW",
"dueDateTime": "2020-08-17T20:47:58.000+0000",
"openDateTime": "2020-08-14T12:47:58.000+0000"
}
}
}

Human Readable Output

Total retrieved incident(s): 1

NumberPriorityClient IDStatusStaff
000000595Client IDOPENEDStaff Name

bmc-remedy-service-request-get


This command helps to get the service request details.

Base Command

bmc-remedy-service-request-get

Input

Argument NameDescriptionRequired
service_request_numberThe unique number of the service request whose details user wants to get.Optional
last_fetch_timeThe time range to consider for getting the service request. Use the format "<number> <time unit>". Example: 12 hours, 7 days, 3 months, 1 year.Optional
maximum_service_requestThe maximum number of the service request user wants to get.Optional

Context Output

PathTypeDescription
BmcRemedyforce.ServiceRequest.IdStringService Request Id.
BmcRemedyforce.ServiceRequest.NumberStringService Request number.
BmcRemedyforce.ServiceRequest.PriorityStringService Request priority.
BmcRemedyforce.ServiceRequest.DescriptionStringService Request description.
BmcRemedyforce.ServiceRequest.ClientIDStringService Request client.
BmcRemedyforce.ServiceRequest.StatusStringService Request status.
BmcRemedyforce.ServiceRequest.DueDateTimeStringService Request due datetime.
BmcRemedyforce.ServiceRequest.StaffStringService Request staff.
BmcRemedyforce.ServiceRequest.QueueStringService Request queue.
BmcRemedyforce.ServiceRequest.CategoryStringService Request category.
BmcRemedyforce.ServiceRequest.UrgencyStringService Request urgency.
BmcRemedyforce.ServiceRequest.BroadcastStringService Request broadcast.
BmcRemedyforce.ServiceRequest.closeDateTimeStringService Request close datetime.
BmcRemedyforce.ServiceRequest.CreatedDateStringService Request created date.
BmcRemedyforce.ServiceRequest.LastUpdatedDateStringService Request last modified date.
BmcRemedyforce.ServiceRequest.OpenDateTimeStringService Request open datetime.
BmcRemedyforce.ServiceRequest.ResolutionStringService Request resolution.
BmcRemedyforce.ServiceRequest.ServiceOfferingStringService Request service offering.
BmcRemedyforce.ServiceRequest.TemplateStringService Request template.
BmcRemedyforce.ServiceRequest.ImpactStringService Request impact.
BmcRemedyforce.ServiceRequest.BusinessServiceStringService Request business service.
BmcRemedyforce.ServiceRequest.ServiceRequestDefinitionStringService Request definition.
BmcRemedyforce.ServiceRequest.ClientAccountStringAccount held by service request.
BmcRemedyforce.ServiceRequest.TypeStringService Desk Type.

Command Example

!bmc-remedy-service-request-get last_fetch_time="1 hours" maximum_service_request=2

Context Example

{
"BmcRemedyforce": {
"ServiceRequest": {
"BusinessService": "Printing Services",
"Category": "File & Print",
"CreatedDate": "2020-08-14T13:32:17.000+0000",
"DueDateTime": "2020-08-17T21:32:16.000+0000",
"Id": "a2U2w00000096yCEAQ",
"Impact": "LOW",
"LastUpdatedDate": "2020-08-14T14:28:12.000+0000",
"Number": "00000929",
"OpenDateTime": "2020-08-14T13:32:16.000+0000",
"Priority": "5",
"Queue": "Incident Queue",
"ServiceOffering": "Printer Configuration",
"ServiceRequestDefinition": "Setup Printer",
"Status": "OPENED",
"Template": "Printer Setup - SR",
"Type": "Service Request",
"Urgency": "LOW"
}
}
}

Human Readable Output

Total retrieved service request(s): 1

NumberPriorityStatusQueue
000009295OPENEDIncident Queue