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    BMC Helix Remedy - Create Ticket
    • 16 Mar 2023
    • 2 Minutes to read
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    Contents

    BMC Helix Remedy - Create Ticket

    • Updated on 16 Mar 2023
    • 2 Minutes to read
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    Article summary

    BMC Helix Remedy - Create Ticket creates a incident in Remedy for all relevant entities.

    See Creating Enforcement Sets to learn more about adding Enforcement Actions to Enforcement Sets.

    General Settings

    • Enforcement Set name (required) - The name of the Enforcement Set. A default value is added by Axonius. You can change the name according to your needs.
    • Add description - Add a description of the Enforcement Set. It is recommended to describe what the Enforcement Set does.
    • Run action on assets matching following query (required) - Select an asset category and a query. The Enforcement Action will be run on the assets that match the query parameters.
    • Action name (required) - The name of the Main action. A default value is added by Axonius. You can change the name according to your needs.
    • Configure Dynamic Values - Toggle on to enter a Dynamic Value statement. See Creating Enforcement Action Dynamic Value Statements to learn more about Dynamic Value statement syntax.

    1. Define a unique action name.

    2. Provide credentials to connect BMC Helix Remedy: domain, username and password.

    3. You can configure whether to verify SSL connection or not. By default, Verify SSL checkbox is selected.

    4. You can configure to connect to a proxy instead of directly connecting it to the domain.

    5. Specify the form name and the ticket description.

    6. To send the incident description, select the Add Incident Description Default checkbox.
      The incident description message includes the Enforcement Set name and the triggered query, the condition for executing the Enforcement, if such exists, and number of current and previous results.

      Message example:
      Alert - "test" for the following query has been triggered: Missing Sophos

      Alert Details
      The alert was triggered because: The number of entities is above 0
      The number of devices returned by the query:4
      The previous number of devices was:4

      You can view the query and its results here: https://demo-latest.axonius.com/devices?view=Missing Sophos

    7. Specify the ticket priority. For example: Low, Normal, High, Critical.

    NOTE
    Since the valid values of the different parameters are customer specific, Axonius does not validate any of those parameters values. You must make sure inserted values are correct, otherwise, the request might fail.
    1. Save the action.

    For more details about other Enforcement Actions available, see Action Library.

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