BMC Helix Remedy - Create Ticket

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

Required Fields

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

• 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 Working with Axonius Compute 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_

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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.

• Enter the proper values for these body parameter fields:

  • Assignee Groups - Specifies the group or groups to which the ticket is assigned in BMC Helix Remedy.
  • Detailed Description - Provides extended details about the ticket beyond the standard description. Use this field to include additional context, technical details, or supplementary information related to the ticket.
  • RLY_Categorization Tier1 - Specifies the primary categorization level for the ticket in a tiered categorization scheme.
  • RLY Categorization Tier2 - Specifies the secondary categorization level for the ticket, providing more granular classification within the primary category set by Tier1.
  • TicketID_RPY - A reference or link field used to associate the ticket with another related ticket ID or external identifier in the "RPY" system.
  • ID Cliente - The client or customer identifier to be associated with the ticket.
  • TemplateID - The ID of a predefined template in BMC Helix Remedy to use when creating the ticket

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  Note

  These parameters are customer-specific custom fields in BMC Helix Remedy. Axonius does not validate the provided values. You must ensure that:

  • The field names match exactly what is configured in your Remedy instance.
  • The values provided are valid for your Remedy environment.
  • Your Remedy form includes these fields if you intend to use them.