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    BMC Helix Remedy - Create Ticket
    • 05 Jan 2025
    • 2 Minutes to read
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    Contents

    BMC Helix Remedy - Create Ticket

    • Updated on 05 Jan 2025
    • 2 Minutes to read
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    Article summary

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

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

    Note:

    Required Fields

    These fields are must be configured to successfully run the Enforcement Set.

    • Action name - The name of this Enforcement Action. The system sets a default name. You can change the name.
    • 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.

    • BMC Helix Remedy domain - The domain name of BMC Helix Remedy server.
    • User name - The user name for the BMC Helix Remedy account.
    • Password - The password for the BMC Helix Remedy account.
    • Form name - Specify the form name.
    • Ticket description - Enter a ticket description.

    • Compute Node - The Axonius node to use when connecting to the specified host. For more details, see Connecting Additional Axonius Nodes.

    Additional Fields

    These fields are optional.

    • Verify SSL (optional) - Select whether to verify the SSL certificate of the server against the CA database inside of Axonius. For more details, see SSL Trust & CA Settings.

    • HTTPS Proxy (optional) - Connect the adapter to a proxy instead of directly connecting it to the domain.

    • First Name - User's first name.

    • Last Name - User's last name.

    • Service Type - The type of service the ticket is opened for. For example, User Service Restoration

    • Status - The status of the ticket. For example, Assigned

    • Impact - The impact of the ticket. For example, 1-Extensive/Widespread

    • Urgency - The urgency of the ticket. For example, 1-Critical

    • Reported Source - The source that reported the issue. For example, Direct Input

    • Add default ticket description - Enable this option to add a default description to the ticket. The message includes the Enforcement Set name and the selected query, the condition for executing the Enforcement, if such exists, and the number of current and previous results.

      Message example:

      The alert "testAlert" 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_
    Note:
    As valid values of these parameters are customer specific, Axonius does not validate them. You must make sure the provided values are correct for the request to complete successfully.

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

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