BMC Remedy ITSM

Integration version: 4.0

Configure BMC Remedy ITSM integration in Google Security Operations SOAR

For detailed instructions on how to configure an integration in Google Security Operations SOAR, see Configure integrations.

Integration parameters

Use the following parameters to configure the integration:

Parameter Display Name	Type	Default Value	Is Mandatory	Description
API Root	String	https://{IP}:{port}	Yes	API root of the BMC Remedy ITSM instance.
Username	String	N/A	No	BMC Remedy ITSM username.
Password	Password	N/A	No	BMC Remedy ITSM password.
Verify SSL	Checkbox	Checked	Yes	If enabled, verify that the SSL certificate for the connection to the BMC Remedy ITSM server is valid.

Use Cases

Perform triaging action (Update/Create/Delete Records)

Actions

Ping

Description

Test connectivity to the BMC Remedy ITSM with parameters provided at the integration configuration page in the Google Security Operations Marketplace tab.

Run On

The action doesn't run on entities, nor has mandatory input parameters.

Action Results

Script Result

Script Result Name	Value Options	Example
is_success	True/False	is_success:False

Case Wall

Result type	Value/Description	Type (Entity \ General)
Output message*	The action should not fail nor stop a playbook execution: If successful: "Successfully connected to the BMC Remedy ITSM server with the provided connection parameters!" The action should fail and stop a playbook execution: If not successful: "Failed to connect to the BMC Remedy ITSM server! Error is {0}".format(exception.stacktrace)	General

Result type

Value/Description

Type (Entity \ General)

Output message*

The action should not fail nor stop a playbook execution:

If successful: "Successfully connected to the BMC Remedy ITSM server with the provided connection parameters!"

The action should fail and stop a playbook execution:

If not successful: "Failed to connect to the BMC Remedy ITSM server! Error is {0}".format(exception.stacktrace)

General

Get Record Details

Description

Get detailed information about the record from BMC Remedy ITSM.

Parameters

Parameter Display Name	Type	Default Value	Is Mandatory	Description
Record Type	String	N/A	Yes	Specify the type of the record for which you want to retrieve details.
Record IDs	CSV	N/A	Yes	Specify the IDs of records for which you want to return details.
Fields To Return	CSV	N/A	No	Specify the fields to return. If invalid fields are provided, the action fails. If nothing is provided, the action returns all fields.

Parameter Display Name

Type

Default Value

Is Mandatory

Description

Record Type

String

N/A

Yes

Specify the type of the record for which you want to retrieve details.

Record IDs

CSV

N/A

Yes

Specify the IDs of records for which you want to return details.

Fields To Return

CSV

N/A

Specify the fields to return.

If invalid fields are provided, the action fails. If nothing is provided, the action returns all fields.

Run on

This action doesn't run on entities.

Action Results

Script Result

Script Result Name	Value Options	Example
is_success	True/False	is_success:False

JSON Result

[
    {
        "Request ID": "X|X",
        "Submitter": "Remedy Application Service"
    },
    {
        "Request ID": "X|X",
        "Submitter": "Remedy Application Service"
    },
    {
        "Request ID": "X|X",
        "Submitter": "Remedy Application Service"
    }
]

Case Wall

Result type	Value/Description	Type (Entity \ General)
Output message*	The action should not fail nor stop a playbook execution: If data is available for at least one iD (is_success=true): "Successfully returned details regarding record type {Record Type} in BMC Remedy ITSM for the following ids: {record ids}". If data is not available for at least one ID (is_success=true): "Action wasn't able to find details regarding record type {Record Type} in BMC Remedy ITSM for the following ids: {record ids}". If data is not available for all (is_success=false): "No records were found." The action should fail and stop a playbook execution: If a fatal error, like wrong credentials, no connection to server, other is reported: "Error executing action "Get Record Details". Reason: {0}''.format(error.Stacktrace) If 400: "Error executing action "Get Record Details". Reason: {0}''.format(messageText)	General
Case Wall Table	Table Name: Record {record Id} Details Table Columns: Key Value	General

Result type

Value/Description

Type (Entity \ General)

Output message*

The action should not fail nor stop a playbook execution:

If data is available for at least one iD (is_success=true): "Successfully returned details regarding record type {Record Type} in BMC Remedy ITSM for the following ids: {record ids}".

If data is not available for at least one ID (is_success=true): "Action wasn't able to find details regarding record type {Record Type} in BMC Remedy ITSM for the following ids: {record ids}".

If data is not available for all (is_success=false): "No records were found."

The action should fail and stop a playbook execution:

If a fatal error, like wrong credentials, no connection to server, other is reported: "Error executing action "Get Record Details". Reason: {0}''.format(error.Stacktrace)

If 400: "Error executing action "Get Record Details". Reason: {0}''.format(messageText)

General

Case Wall Table

Table Name: Record {record Id} Details

Table Columns:

Key
Value

General

Update Record

Description

Update a record in BMC Remedy ITSM.

Parameters

Parameter Display Name	Type	Default Value	Is Mandatory	Description
Record Type	String	N/A	Yes	Specify the type of the record that needs to be updated.
Record ID	String	N/A	Yes	Specify the ID of the record that needs to be updated.
Fields To Update	JSON	{ "field":"value" }	Yes	Specify a JSON object containing all of the needed fields and values that need to be updated.

Parameter Display Name

Type

Default Value

Is Mandatory

Description

Record Type

String

N/A

Yes

Specify the type of the record that needs to be updated.

Record ID

String

N/A

Yes

Specify the ID of the record that needs to be updated.

Fields To Update

JSON

{

"field":"value"

}

Yes

Specify a JSON object containing all of the needed fields and values that need to be updated.

Run on

This action doesn't run on entities.

Action Results

Script Result

Script Result Name	Value Options	Example
is_success	True/False	is_success:False

Case Wall

Result type	Value/Description	Type (Entity \ General)
Output message*	The action should not fail nor stop a playbook execution: If the 204 status code is reported (is_success=true): "Successfully updated {record type} record with {record id} in BMC Remedy ITSM." The action should fail and stop a playbook execution: If a fatal error, like wrong credentials, no connection to server, other is reported: "Error executing action "Update Record". Reason: {0}''.format(error.Stacktrace) If the 404, 400, or 500 status code is reported: "Error executing action "Update Record". Reason: {messageText}{messageAppendedText}. If invalid JSON payload is provided: "Error executing action "Update Record". Reason: Invalid JSON payload provided in the parameter "Fields To Update". Please check the structure.	General

Result type

Value/Description

Type (Entity \ General)

Output message*

The action should not fail nor stop a playbook execution:

If the 204 status code is reported (is_success=true):

"Successfully updated {record type} record with {record id} in BMC Remedy ITSM."

The action should fail and stop a playbook execution:

If a fatal error, like wrong credentials, no connection to server, other is reported: "Error executing action "Update Record". Reason: {0}''.format(error.Stacktrace)

If the 404, 400, or 500 status code is reported: "Error executing action "Update Record". Reason: {messageText}{messageAppendedText}.

If invalid JSON payload is provided: "Error executing action "Update Record". Reason: Invalid JSON payload provided in the parameter "Fields To Update". Please check the structure.

General

Delete Record

Description

Delete a record in BMC Remedy ITSM.

Parameters

Parameter Display Name	Type	Default Value	Is Mandatory	Description
Record Type	String	N/A	Yes	Specify the type of the record that needs to be deleted.
Record ID	String	N/A	Yes	Specify the ID of the record that needs to be deleted.

Run on

This action doesn't run on entities.

Action Results

Script Result

Script Result Name	Value Options	Example
is_success	True/False	is_success:False

Case Wall

Result type	Value/Description	Type (Entity \ General)
Output message*	The action should not fail nor stop a playbook execution: If the 204 status code is reported (is_success=true) "Successfully deleted {Record Type} record with ID {record id} in BMC Remedy ITSM." If the 404 status code is reported and the message number is 302 (is_success=true): "{Record Type} Record with ID {record id} doesn't exist in BMC Remedy ITSM." The action should fail and stop a playbook execution: If a fatal error, like wrong credentials, no connection to server, other is reported: "Error executing action "Delete Record". Reason: {0}''.format(error.Stacktrace) If the 404 status code is reported and the message number isn't 302 (is_success=false): "Error executing action "Delete Record". Reason: {messageText}"	General

Result type

Value/Description

Type (Entity \ General)

Output message*

The action should not fail nor stop a playbook execution:

If the 204 status code is reported (is_success=true) "Successfully deleted {Record Type} record with ID {record id} in BMC Remedy ITSM."

If the 404 status code is reported and the message number is 302 (is_success=true): "{Record Type} Record with ID {record id} doesn't exist in BMC Remedy ITSM."

The action should fail and stop a playbook execution:

If a fatal error, like wrong credentials, no connection to server, other is reported: "Error executing action "Delete Record". Reason: {0}''.format(error.Stacktrace)

If the 404 status code is reported and the message number isn't 302 (is_success=false): "Error executing action "Delete Record". Reason: {messageText}"

General

Create Record

Description

Create a record in BMC Remedy ITSM.

Parameters

Parameter Display Name	Type	Default Value	Is Mandatory	Description
Record Type	String	N/A	Yes	Specify the type of the record that needs to be created.
Record Payload	JSON	{ "field":"value" }	Yes	Specify a JSON object containing all of the needed fields and values.

Parameter Display Name

Type

Default Value

Is Mandatory

Description

Record Type

String

N/A

Yes

Specify the type of the record that needs to be created.

Record Payload

JSON

{

"field":"value"

}

Yes

Specify a JSON object containing all of the needed fields and values.

Run on

This action doesn't run on entities.

Action Results

Script Result

Script Result Name	Value Options	Example
is_success	True/False	is_success:False

JSON Result

{
    "values": {
        "Work Log ID": "X",
        "Submitter": "Admin",
        "Submit Date": "2022-01-06T10:42:43.000+0000",
        "Assigned To": null,
        "Last Modified By": "Admin",
        "Last Modified Date": "2022-01-06T10:42:43.000+0000",
        "Status": "Enabled",
        "Short Description": ".",
        "Status History": null,
        "Assignee Groups": null
    }
}

Case Wall

Result type	Value/Description	Type (Entity \ General)
Output message*	The action should not fail nor stop a playbook execution: If the 201 status code is reported (is_success=true): "Successfully created {record type} record in BMC Remedy ITSM." The action should fail and stop a playbook execution: If a fatal error, like wrong credentials, no connection to server, other is reported: "Error executing action "Create Record". Reason: {0}''.format(error.Stacktrace)" If the 400 status code is reported and the message number is 307: "Error executing action "Create Record". Reason: the following fields are mandatory: {csv of messageAppendedText}." If the 400 status code is reported and message number isn't 307: "Error executing action "Create Record". Reason: {messageText}: {messageAppendedText}." If invalid JSON payload is provided: "Error executing action "Create Record". Reason: Invalid JSON payload provided in the parameter "Record Payload". Please check the structure."	General

Result type

Value/Description

Type (Entity \ General)

Output message*

The action should not fail nor stop a playbook execution:

If the 201 status code is reported (is_success=true): "Successfully created {record type} record in BMC Remedy ITSM."

The action should fail and stop a playbook execution:

If a fatal error, like wrong credentials, no connection to server, other is reported: "Error executing action "Create Record". Reason: {0}''.format(error.Stacktrace)"

If the 400 status code is reported and the message number is 307: "Error executing action "Create Record". Reason: the following fields are mandatory: {csv of messageAppendedText}."

If the 400 status code is reported and message number isn't 307: "Error executing action "Create Record". Reason: {messageText}: {messageAppendedText}."

If invalid JSON payload is provided: "Error executing action "Create Record". Reason: Invalid JSON payload provided in the parameter "Record Payload". Please check the structure."

General

Wait For Record Fields Update

Description

Wait for record fields update in BMC Remedy ITSM.

Parameters

Parameter Display Name	Type	Default Value	Is Mandatory	Description
Record Type	String	N/A	Yes	Specify the type of the record for which you are waiting an update.
Record ID	String	N/A	Yes	Specify the ID of the record that needs to be updated.
Fields To Check	JSON	{ "field":"value" }	Yes	Specify a JSON object containing all of the needed fields and values.
Fail If Timeout	Checkbox	Checked	Yes	If enabled, the action fails, if not all of the fields are updated.

Run on

This action doesn't run on entities.

Action Results

Script Result

Script Result Name	Value Options	Example
is_success	True/False	is_success:False

JSON Result

{
    "values": {
        "Work Log ID": "X",
        "Submitter": "Admin",
        "Submit Date": "2022-01-06T10:42:43.000+0000",
        "Assigned To": null,
        "Last Modified By": "Admin",
        "Last Modified Date": "2022-01-06T10:42:43.000+0000",
        "Status": "Enabled",
        "Short Description": ".",
        "Status History": null,
        "Assignee Groups": null
    }
}

Case Wall

Result type	Value/Description	Type (Entity \ General)
Output message*	The action should not fail nor stop a playbook execution: If the 200 status code (is_success=true): "{record type} record with ID {record id} was updated in BMC Remedy ITSM." If one of the fields is not updated and the "Fail If Timeout" parameter is not enabled (is_success=false): "The following fields were not updated for {record type} record with ID {record id} in BMC Remedy ITSM: {fields that were not updated}" Async Message: "Waiting for the following fields to be updated for {record type} record with ID {record id} in BMC Remedy ITSM: {fields that were not updated}" The action should fail and stop a playbook execution: If a fatal error, like wrong credentials, no connection to server, other is reported: "Error executing action "Wait For Fields Update". Reason: {0}''.format(error.Stacktrace) If some fields are not found: "Error executing action "Wait For Fields Update". Reason: the following fields were not found in the structure of record: {fields that were not found}. If the 404 status code is reported: "Error executing action "Wait For Record Fields Update". Reason: {messageText}." If one of the fields is not updated and the "Fail If Timeout" parameter is enabled (is_success=false): "Error executing action "Wait For Fields Update". Reason: The following fields were not updated for {record type} record with ID {record id} in BMC Remedy ITSM: {fields that were not updated}" If invalid JSON payload is provided: "Error executing action "Wait For Fields Update". Reason: Invalid JSON payload provided in the parameter "Fields To Check". Please check the structure.	General

Result type

Value/Description

Type (Entity \ General)

Output message*

The action should not fail nor stop a playbook execution:

If the 200 status code (is_success=true): "{record type} record with ID {record id} was updated in BMC Remedy ITSM."

If one of the fields is not updated and the "Fail If Timeout" parameter is not enabled (is_success=false): "The following fields were not updated for {record type} record with ID {record id} in BMC Remedy ITSM: {fields that were not updated}"

Async Message: "Waiting for the following fields to be updated for {record type} record with ID {record id} in BMC Remedy ITSM: {fields that were not updated}"

The action should fail and stop a playbook execution:

If a fatal error, like wrong credentials, no connection to server, other is reported: "Error executing action "Wait For Fields Update". Reason: {0}''.format(error.Stacktrace)

If some fields are not found: "Error executing action "Wait For Fields Update". Reason: the following fields were not found in the structure of record: {fields that were not found}.

If the 404 status code is reported: "Error executing action "Wait For Record Fields Update". Reason: {messageText}."

If one of the fields is not updated and the "Fail If Timeout" parameter is enabled (is_success=false): "Error executing action "Wait For Fields Update". Reason: The following fields were not updated for {record type} record with ID {record id} in BMC Remedy ITSM: {fields that were not updated}"

If invalid JSON payload is provided: "Error executing action "Wait For Fields Update". Reason: Invalid JSON payload provided in the parameter "Fields To Check". Please check the structure.

General

Get Incident Details

Description

Get detailed information about the incidents from BMC Remedy ITSM.

Parameters

Parameter Display Name	Type	Default Value	Is Mandatory	Description
Incident IDs	CSV	N/A	Yes	Specify the iDs of incidents for which you want to return details.
Fields To Return	CSV	N/A	No	Specify the fields to return. If invalid fields are provided, the action fails. If nothing is provided, the action returns all fields.
Fetch Work Notes	Checkbox	Checked	No	If enabled, action will return work notes related to the incident.
Max Work Notes To Return	Integer	50	No	Specify the number of work notes to return. If nothing is provided, the action returns 50 work notes.

Run on

This action doesn't run on entities.

Action Results

Script Result

Script Result Name	Value Options	Example
is_success	True/False	is_success:False

JSON Result

{
        "Work Log ID": "X",
        "Submitter": "Admin",
        "Submit Date": "2022-01-06T10:42:43.000+0000",
        "Assigned To": null,
        "Last Modified By": "Admin",
        "Last Modified Date": "2022-01-06T10:42:43.000+0000",
        "Status": "Enabled",
        "Short Description": ".",
        "Status History": null,
        "Assignee Groups": "",
        "Worknotes": [
            {
                "Submitter": "X",
                "Detailed Description": "asdasd",
                "Work Log Type": "X",
                "Work Log Submit Date": "2022-01-06T11:21:56.000+0000"
            },
            {
                "Submitter": "X",
                "Detailed Description": "Work Log Entry from Bob.",
                "Work Log Type": "X",
                "Work Log Submit Date": "2008-11-07T00:30:41.000+0000"
            }
        ]
}

Case Wall

Result type	Value/Description	Type (Entity \ General)
Output message*	The action should not fail nor stop a playbook execution: If data is available for at least one ID (is_success=true): "Successfully returned details regarding incidents in BMC Remedy ITSM for the following ids: {record ids}." If no data is available for at least one ID (is_success=true): "Action wasn't able to find details regarding incidents in BMC Remedy ITSM for the following ids: {record ids}." If no data is available for all IDs (is_success=false): "No incidents were found." The action should fail and stop a playbook execution: If a fatal error, like wrong credentials, no connection to server, other is reported: "Error executing action "Get Incidents Details". Reason: {0}''.format(error.Stacktrace) If the 400 status code is reported: "Error executing action "Get Incidents Details". Reason: {0}''.format(messageText)	General
Case Wall Table	Table Name: Incident Details Table Columns: Key Value	General
Case Wall Table	Table Name: Incident {incident number} Worknotes Table Columns: Submitter Text Time	General

Result type

Value/Description

Type (Entity \ General)

Output message*

The action should not fail nor stop a playbook execution:

If data is available for at least one ID (is_success=true): "Successfully returned details regarding incidents in BMC Remedy ITSM for the following ids: {record ids}."

If no data is available for at least one ID (is_success=true): "Action wasn't able to find details regarding incidents in BMC Remedy ITSM for the following ids: {record ids}."

If no data is available for all IDs (is_success=false): "No incidents were found."

The action should fail and stop a playbook execution:

If a fatal error, like wrong credentials, no connection to server, other is reported: "Error executing action "Get Incidents Details". Reason: {0}''.format(error.Stacktrace)

If the 400 status code is reported: "Error executing action "Get Incidents Details". Reason: {0}''.format(messageText)

General

Case Wall Table

Table Name: Incident Details

Table Columns:

Key
Value

General

Case Wall Table

Table Name: Incident {incident number} Worknotes

Table Columns:

Submitter
Text
Time

General

Update Incident

Description

Update an incident in BMC Remedy ITSM.

Parameters

Parameter Display Name	Type	Default Value	Is Mandatory	Description
Incident ID	String	N/A	Yes	Specify the ID of the incident that needs to be updated.
Status	DDL	Select One Possible values: Select One New Assigned In Progress Pending Resolved Closed Cancelled	No	Specify the status for the incident. Note: If status is "Pending" or "Resolved", then you also need to provide "Status Reason" value.
Status Reason	String	N/A	No	Specify the status reason for the incident.
Impact	DDL	Select One Possible Values: Select One Extensive/Widespread Significant/Large Moderate/Limited Minor/Localized	No	Specify the impact for the incident.
Urgency	DDL	Select One Possible values: Select One Critical High Medium Low	NO	Specify the urgency for the incident.
Description	String	N/A	No	Specify the description of the incident
Incident Type	DDL	Select One Possible Values: User Service Restoration User Service Request Infrastructure Restoration Infrastructure Event	No	Specify the incident type for the incident.
Assigned Group	String	N/A	No	Specify the assigned group for the incident.
Assignee	String	N/A	No	Specify the assignee for the incident.
Resolution	String	N/A	No	Specify the resolution for the incident.
Resolution Category Tier 1	String	N/A	No	Specify the resolution category tier 1 for the incident.
Resolution Category Tier 2	String	N/A	No	Specify the resolution category tier 2 for the incident.
Resolution Category Tier 3	String	N/A	No	Specify the resolution category tier 3 for the incident.
Resolution Product Category Tier 1	String	N/A	No	Specify the resolution category tier 1 for the incident.
Resolution Product Category Tier 2	String	N/A	No	Specify the resolution category tier 2 for the incident.
Resolution Product Category Tier 3	String	N/A	No	Specify the resolution category tier 3 for the incident.
Reported Source	DDL	Select One Possible Values: Direct Input Email External Escalation Fax Systems Management Phone Voice Mail Walk In Web Other BMC Impact Manager Event	No	Specify the reported source.
Custom Fields	JSON	N/A	No	Specify a JSON object containing all of the needed fields and values that need to be updated. Note: This parameter overwrites other provided parameters.

Run on

This action doesn't run on entities.

Action Results

Script Result

Script Result Name	Value Options	Example
is_success	True/False	is_success:False

Case Wall

Result type	Value/Description	Type (Entity \ General)
Output message*	The action should not fail nor stop a playbook execution: If the 204 status code is reported (is_success=true): "Successfully updated incident with {record id} in BMC Remedy ITSM." The action should fail and stop a playbook execution: If a fatal error, like wrong credentials, no connection to server, other is reported: "Error executing action "Update Incident". Reason: {0}''.format(error.Stacktrace" If the 400 or 500 status code is reported: "Error executing action "Update Incident". Reason: {messageText}{messageAppendedText}. If the incident is not found (is_success = true):"Error executing action "Update Incident". Reason: incident {incident id} wasn't found in BMC Remedy ITSM. Please check the spelling." If invalid JSON payload is provided: "Error executing action "Update Incident". Reason: Invalid JSON payload provided in the parameter "Fields To Update". Please check the structure."	General

Result type

Value/Description

Type (Entity \ General)

Output message*

The action should not fail nor stop a playbook execution:

If the 204 status code is reported (is_success=true): "Successfully updated incident with {record id} in BMC Remedy ITSM."

The action should fail and stop a playbook execution:

If a fatal error, like wrong credentials, no connection to server, other is reported: "Error executing action "Update Incident". Reason: {0}''.format(error.Stacktrace"

If the 400 or 500 status code is reported: "Error executing action "Update Incident". Reason: {messageText}{messageAppendedText}.

If the incident is not found (is_success = true):"Error executing action "Update Incident". Reason: incident {incident id} wasn't found in BMC Remedy ITSM. Please check the spelling."

If invalid JSON payload is provided: "Error executing action "Update Incident". Reason: Invalid JSON payload provided in the parameter "Fields To Update". Please check the structure."

General

Create Incident

Description

Create an incident in BMC Remedy ITSM.

Parameters

Parameter Display Name	Type	Default Value	Is Mandatory	Description
Status	DDL	Select One Possible values: Select One New Assigned In Progress Pending Resolved Closed Cancelled	No	Specify the status for the incident.
Impact	DDL	Select One Possible Values: Select One Extensive/Widespread Significant/Large Moderate/Limited Minor/Localized	No	Specify the impact for the incident.
Urgency	DDL	Select One Possible values: Select One Critical High Medium Low	No	Specify the urgency for the incident.
Description	String	N/A	No	Specify the description of the incident
Company	String	N/A	No	Specify the company for the incident
Customer	String	N/A	No	Specify the customer for the incident. Note: Customer needs to be provided in the "{Last Name} {First Name}" format. Example: Allbrook Allen
Template Name	String	N/A	No	Specify the name of the template for the incident. Note: The action tries to find the ID of the template in the background. For better precision you can provide the template ID directly through Custom Fields.
Incident Type	DDL	Select One Possible Values: User Service Restoration User Service Request Infrastructure Restoration Infrastructure Event	No	Specify the incident type for the incident.
Assigned Group	String	N/A	No	Specify the assigned group for the incident.
Assignee	String	N/A	No	Specify the assignee for the incident.
Resolution	String	N/A	No	Specify the resolution for the incident.
Resolution Category Tier 1	String	N/A	No	Specify the resolution category tier 1 for the incident.
Resolution Category Tier 2	String	N/A	No	Specify the resolution category tier 2 for the incident.
Resolution Category Tier 3	String	N/A	No	Specify the resolution category tier 3 for the incident.
Resolution Product Category Tier 1	String	N/A	No	Specify the resolution category tier 1 for the incident.
Resolution Product Category Tier 2	String	N/A	No	Specify the resolution category tier 2 for the incident.
Resolution Product Category Tier 3	String	N/A	No	Specify the resolution category tier 3 for the incident.
Reported Source	DDL	Select One Possible Values: Direct Input Email External Escalation Fax Self Service Systems Management Phone Voice Mail Walk In Web Other BMC Impact Manager Event	No	Specify the reported source.
Custom Fields	JSON	N/A	No	Specify a JSON object containing all of the needed fields and values that need to be used during the creation. Note: This parameter will overwrite other provided parameters.

Run on

This action doesn't run on entities.

Action Results

Script Result

Script Result Name	Value Options	Example
is_success	True/False	is_success:False

JSON Result

{
        "Request ID": "X",
        "Submitter": "X",
        "Create Date": "2022-01-06T14:05:31.000+0000",
        "Assigned To": null,
        "Last Modified By": "X",
        "Modified Date": "2022-01-06T14:05:31.000+0000",
        "Status": "X",
        "Short Description": ".",
        "Status History": {
            "New": {
                "user": "X",
                "timestamp": "2022-01-06T14:05:31.000+0000"
            },
            "In Progress": {
                "user": "X",
                "timestamp": "2022-01-06T14:05:31.000+0000"
            }
        },
        "Assignee Groups": null,
        "InstanceId": "X",
        "Vendor Assignee Groups": null,
        "Vendor Assignee Groups_parent": null,
        "Assignee Groups_parent": null,
        "Product Categorization Tier 1": null,
        "Product Categorization Tier 2": null,
        "Product Categorization Tier 3": null,
}

Case Wall

Result type	Value/Description	Type (Entity \ General)
Output message*	The action should not fail nor stop a playbook execution: If the 201 status code is reported (is_success=true): "Successfully created incident with in BMC Remedy ITSM." The action should fail and stop a playbook execution: <If a fatal error, like wrong credentials, no connection to server, other is reported: "Error executing action "Create Incident". Reason: {0}''.format(error.Stacktrace)" If the 400 status code is reported and the message number is 307: "Error executing action "Create Incident". Reason: the following fields are mandatory: {csv of messageAppendedText}." If the 400 or 500 status code is reported and the message number isn't 307: "Error executing action "Create Incident". Reason: {messageText} {messageAppendedText}." If invalid JSON payload is provided: "Error executing action "Create Incident". Reason: Invalid JSON payload provided in the parameter "Fields To Update". Please check the structure." If template is not found: "Error executing action "Create Incident". Reason: template with name "{template Name}" was not found. Please check the spelling or provide template ID directly via custom fields."	General

Result type

Value/Description

Type (Entity \ General)

Output message*

The action should not fail nor stop a playbook execution:

If the 201 status code is reported (is_success=true): "Successfully created incident with in BMC Remedy ITSM."

The action should fail and stop a playbook execution:

<If a fatal error, like wrong credentials, no connection to server, other is reported: "Error executing action "Create Incident". Reason: {0}''.format(error.Stacktrace)"

If the 400 status code is reported and the message number is 307: "Error executing action "Create Incident". Reason: the following fields are mandatory: {csv of messageAppendedText}."

If the 400 or 500 status code is reported and the message number isn't 307: "Error executing action "Create Incident". Reason: {messageText} {messageAppendedText}."

If invalid JSON payload is provided: "Error executing action "Create Incident". Reason: Invalid JSON payload provided in the parameter "Fields To Update". Please check the structure."

If template is not found: "Error executing action "Create Incident". Reason: template with name "{template Name}" was not found. Please check the spelling or provide template ID directly via custom fields."

General

Wait For Incident Fields Update

Description

Wait for incident fields update in BMC Remedy ITSM.

Parameters

Parameter Display Name	Type	Default Value	Is mandatory	Description
Incident ID	String		True	Specify the ID of the incident that needs to be updated.
Status	DDL	Select One Possible values: Select One New Assigned In Progress Pending Resolved Closed Cancelled	False	Specify what is the expected status for the incident.
Fields To Check	JSON	{ "field":"value" }	False	Specify a JSON object containing all of the needed fields and values. Note: This parameter has priority over the "Status" field.
Fail If Timeout	Bool	True	True	If enabled, action will be failed, if not all of the fields were updated.

Run On

N/A

Action Results

Script Result

is_success. Can be True or False. If action runs successfully (no errors returned, server response is 200 OK) on at least one of the entities is_success should be set to True.

JSON Result

{
    "values": {
        "Work Log ID": "X",
        "Submitter": "X",
        "Submit Date": "2022-01-06T10:42:43.000+0000",
        "Assigned To": null,
        "Last Modified By": "X",
        "Last Modified Date": "2022-01-06T10:42:43.000+0000",
        "Status": "X",
        "Short Description": ".",
        "Status History": null,
        "Assignee Groups": null
    }
}

Case Wall

Result type	Value/Description	Type (Entity \ General)
Output message*	The action should not fail nor stop a playbook execution: If the 200 status code is reported (is_success= rue): "Incident with ID {incident id} was updated in BMC Remedy ITSM." If one of the fields is not updated and the "Fail If Timeout" parameter is not enabled (is_success=false): "The following fields were not updated for incident with ID {incident id} in BMC Remedy ITSM: {fields that were not updated}" Async Message: "Waiting for the following fields to be updated for incident with ID {incident id} in BMC Remedy ITSM: {fields that were not updated}" The action should fail and stop a playbook execution: If a fatal error, like wrong credentials, no connection to server, other is reported: "Error executing action "Wait For Incident Fields Update". Reason: {0}''.format(error.Stacktrace) If some fields are not found: "Error executing action "Wait For Incident Fields Update". Reason: the following fields were not found in the structure of the incident: {fields that were not found}. If incident is not found: "Error executing action "Wait For Incident Fields Update". Reason: incident with ID {incident ID} was not found. If one of the fields is not updated and the "Fail If Timeout" parameter is enabled (is_success=false): "Error executing action "Wait For Fields Update". Reason: The following fields were not updated for incident with ID {incident id} in BMC Remedy ITSM: {fields that were not updated}" If invalid JSON payload is provided: "Error executing action "Wait For Fields Update". Reason: Invalid JSON payload provided in the parameter "Fields To Check". Please check the structure." If the "Status" and "Fields To Check" parameters are not provided: "Error executing action "Wait For Fields Update". Reason: "Status" or "Fields To Check" parameter should have a value."	General

Result type

Value/Description

Type (Entity \ General)

Output message*

The action should not fail nor stop a playbook execution:

If the 200 status code is reported (is_success= rue): "Incident with ID {incident id} was updated in BMC Remedy ITSM."

If one of the fields is not updated and the "Fail If Timeout" parameter is not enabled (is_success=false): "The following fields were not updated for incident with ID {incident id} in BMC Remedy ITSM: {fields that were not updated}"

Async Message: "Waiting for the following fields to be updated for incident with ID {incident id} in BMC Remedy ITSM: {fields that were not updated}"

The action should fail and stop a playbook execution:

If a fatal error, like wrong credentials, no connection to server, other is reported: "Error executing action "Wait For Incident Fields Update". Reason: {0}''.format(error.Stacktrace)

If some fields are not found: "Error executing action "Wait For Incident Fields Update". Reason: the following fields were not found in the structure of the incident: {fields that were not found}.

If incident is not found: "Error executing action "Wait For Incident Fields Update". Reason: incident with ID {incident ID} was not found.

If one of the fields is not updated and the "Fail If Timeout" parameter is enabled (is_success=false): "Error executing action "Wait For Fields Update". Reason: The following fields were not updated for incident with ID {incident id} in BMC Remedy ITSM: {fields that were not updated}"

If invalid JSON payload is provided: "Error executing action "Wait For Fields Update". Reason: Invalid JSON payload provided in the parameter "Fields To Check". Please check the structure."

If the "Status" and "Fields To Check" parameters are not provided: "Error executing action "Wait For Fields Update". Reason: "Status" or "Fields To Check" parameter should have a value."

General

Add Work Note To Incident

Description

Add a work note to incidents in BMC Remedy ITSM.

Parameters

Parameter Display Name	Type	Default Value	Is Mandatory	Description
Incident ID	String	N/A	Yes	Specify the ID of the incident to which you want to add a work note.
Work Note Text	String	N/A	Yes	Specify the text for the work note.

Run on

This action doesn't run on entities.

Action Results

Script Result

Script Result Name	Value Options	Example
is_success	True/False	is_success:False

Case Wall

Result type	Value/Description	Type (Entity \ General)
Output message*	The action should not fail nor stop a playbook execution: If data is available for at least one ID (is_success=true): "Successfully added a note to incident "{incident id}" in BMC Remedy ITSM." The action should fail and stop a playbook execution: If a fatal error, like wrong credentials, no connection to server, other is reported: "Error executing action "Add Work Note To Incident". Reason: {0}''.format(error.Stacktrace)" If the incident is not found (is_success = false): "Error executing action "Update Incident". Reason: incident {incident id} wasn't found in BMC Remedy ITSM. Please check the spelling."	General

Result type

Value/Description

Type (Entity \ General)

Output message*

The action should not fail nor stop a playbook execution:

If data is available for at least one ID (is_success=true): "Successfully added a note to incident "{incident id}" in BMC Remedy ITSM."

The action should fail and stop a playbook execution:

If a fatal error, like wrong credentials, no connection to server, other is reported: "Error executing action "Add Work Note To Incident". Reason: {0}''.format(error.Stacktrace)"

If the incident is not found (is_success = false): "Error executing action "Update Incident". Reason: incident {incident id} wasn't found in BMC Remedy ITSM. Please check the spelling."

General

Delete Incident

Description

Delete an incident in BMC Remedy ITSM.

Parameters

Parameter Display Name	Type	Default Value	Is Mandatory	Description
Incident ID	String	N/A	Yes	Specify the ID of the incident that needs to be deleted.

Run on

This action doesn't run on entities.

Action Results

Script Result

Script Result Name	Value Options	Example
is_success	True/False	is_success:False

Case Wall

Result type	Value/Description	Type (Entity \ General)
Output message*	The action should not fail nor stop a playbook execution: If the 204 status code is reported (is_success = true): "Successfully deleted incident with ID {record id} in BMC Remedy ITSM. If the incident is not found (is_success=true): "Incident with ID {record id} doesn't exist in BMC Remedy ITSM." The action should fail and stop a playbook execution: If a fatal error, like wrong credentials, no connection to server, other is reported: "Error executing action "Delete Incident". Reason: {0}''.format(error.Stacktrace)"	General

Result type

Value/Description

Type (Entity \ General)

Output message*

The action should not fail nor stop a playbook execution:

If the 204 status code is reported (is_success = true): "Successfully deleted incident with ID {record id} in BMC Remedy ITSM.

If the incident is not found (is_success=true): "Incident with ID {record id} doesn't exist in BMC Remedy ITSM."

The action should fail and stop a playbook execution:

If a fatal error, like wrong credentials, no connection to server, other is reported: "Error executing action "Delete Incident". Reason: {0}''.format(error.Stacktrace)"

General

Jobs

Sync Closed Incidents By Tag

Description

Synchronizes BMC Remedy ITSM requests that are created within the Google Security Operations SOAR Case playbook and Google Security Operations SOAR cases.

Parameters

Parameter Display Name	Type	Default Value	Is Mandatory	Description
Incident Table	String	HPD:IncidentInterface	Yes	Specify the name of the table, which needs to be used to fetch details about the incidents.
API Root	String	https://{IP}:{port}	Yes	API root of the BMC Remedy ITSM instance.
Username	String	N/A	Yes	BMC Remedy ITSM username.
Password	Password	N/A	Yes	BMC Remedy ITSM password
Max Hours Backwards	Integer	24	No	Specify the number of hours backwards to synchronize statuses.
Verify SSL	Checkbox	Checked	Yes	If enabled, verify that the SSL certificate for the connection to the BMC Remedy ITSM server is valid.