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March 11th, 2016 04:00
SMARTS integration with BMC Remedy
I am new to SMARTS and although i had a look through the documentation i couldnt see an immediate reference to how to integrate it with a ticketing system such as BMC Remedy.
Is there a custom adapter?
Appreciate if you could point me to the right document.
Interested in how i can control exactly what is passed across the interface.
Thanks in advance
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mmpervanakis
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March 27th, 2016 11:00
Personally i'd implement the "integration" via web services, since this is the preferred path with remedy, and would give you absolute control on the information exchange,( have to implement the Remedy->SAM flow though).
As far as SMARTS goes, the remedy "adapter", is an executable found with the smarts adapters package (Service Assurance Adapters). Also take a look at the relevant documentation. Note that the latest version is 8.1.4. The way that is implemented is via tools (server,auto or client) where the action is triggered, notification data are passed to the remedy client that finally talks with remedy that returns the SR information. What you do with it is up to you.
Now generally, you have to create the relevant fields, or tables in Remedy too, and pass this information from the tool, so its not an "out-of-the box" process.
Regards,
Mark