Remedyforce Integration Guide

Remedyforce, built on Salesforce App Cloud, enables you to deliver high-speed service management that empowers users and accelerates the business, with minimal capital investment. Integrate AlertOps’ alert management platform with Remedyforce to receive and respond to critical email alerts. AlertOps ensures that alerts received from Remedyforce always reach the correct, available team member by utilizing escalation policies and on-call schedules.

AlertOps Configuration 

Step 1: From the main menu, click Integrations and, then select Inbound Integrations from the sub menu.

Step 2: Select the Add Email Integration button.

Step 3: You should now be on the Email Integration Detail page. Select RemedyForce from the Integration Template dropdown menu. 

Step 4: Enter a name for the Integration. Select a message rule to determine the integration's escalation policy. And, enter the names of recipient user(s) and/or group(s). Click Save Changes. Then, click Copy URL to copy the URL endpoint to be used in the Remedyforce configuration.

Remedyforce Configuration

Step 1: Configure an AlertOps Email Alert in Remedyforce

Step 2: Configure an AlertOps Email Template in Remedyforce

Step 3: The AlertOps Email Body Template

(note you can map any appropriate Remedy fields, just include the Remedy mapped fields between the Begin… and End… tags) Status={!BMCServiceDesk__Incident__c.BMCServiceDesk__FKStatus__c}
 BeginSourceName {!BMCServiceDesk__Incident__c.BMCServiceDesk__FKCategory__c} EndSourceName
 BeginIdentifier {!BMCServiceDesk__Incident__c.Name} EndIdentifier
 BeginLongText {!BMCServiceDesk__Incident__c.BMCServiceDesk__incidentDescription__c} EndLongText
 BeginShortText {!BMCServiceDesk__Incident__c.BMCServiceDesk__shortDescription__c}  EndShortText
 BeginSourceURL EndSourceURL
 BeginAssigneeEmail {!BMCServiceDesk__Incident__c.OwnerEmail} EndAssigneeEmail
 BeginRecipientUser {!BMCServiceDesk__Incident__c.UserRecipient__c}  EndRecipientUser
 BeginRecipientGroup {!BMCServiceDesk__Incident__c.GroupRecipient__c} EndRecipientGroup
 BeginTopic {!BMCServiceDesk__Incident__c.Topic__c} EndTopic
 BeginBridgeNumber {!BMCServiceDesk__Incident__c.BridgeNumber__c} EndBridgeNumber
 BeginBridgeAccessCode {!BMCServiceDesk__Incident__c.BridgeAccessCode__c} EndBridgeAccessCode
 BeginDueDate {!BMCServiceDesk__Incident__c.BMCServiceDesk__dueDateTime__c} EndDueDate
 Urgency={!BMCServiceDesk__Incident__c.BMCServiceDesk__Urgency_ID__c}

Step 4: Add a workflow rule to notify AlertOps when an incident is opened in Remedyforce

Step 5: Add a workflow rule to notify AlertOps when an incident is closed in Remedy:

Alert Triggering Information

AlertOps will automatically create an incident when a new alert is received from Remedyforce with an IncidentStatus status of “OPENED.”

If an alert with status “OPENED” matches an existing Open Alert, AlertOps will recognize the new alert as a duplicate and ignore the alert. The alert will be recorded in the Inbound Messages table as “Mapped Appended.”

AlertOps will automatically close the same incident when an alert with an IncidentStatus status “CLOSED” is received.

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