Download link - https://www.kovair.com/adapters/kovair-bmc-remedy-integration-datasheet/ ‘Kovair Remedy Integration Adapter’ integrates BMC Remedy with Kovair Omnibus platform. The integration is aligned to Release, Incident and Problem. Incident or Problem Management is reactive and is typically initiated in response to a customer call or an automated event. The adapter automatically handles essential Remedy data in the background and updates the Omnibus platform.

1. Kovair BMC Remedy Integration Datasheet
Kovair Remedy Integration Datasheet
Page1
A SNEAK PEAK
Kovair Remedy Adapter integrates
BMC Remedy with Kovair Omnibus
platform and captures Release,
Incident and Problem data to
deliver a complete ITSM solution.
FEATURES & BENEFITS
❖ Streamlines service support
processes.
❖ Integrates operational
systems with Quality
Management and ITSM
solutions.
❖ Facilitates back-end
operational systems closer
to customers
❖ Powerful and proven
Omnibus workflow engine
enabling automation of
service desk processes.
❖ Bi-directional
synchronization of
artifacts, such as Incidents,
Problems, Changes, and
Releases with attachments
and related work logs.
❖ Allows you to manage
relations between the
exposed entities of
R e m e d y .
❖ Improves efficiency and
accuracy by
eliminating redundant
data entry.
OVERVIEW
BMC Remedy is the most comprehensive and capable ITSM software that
automates the operations of ITSM process areas and enables organizations
to align their business services with their IT infrastructure. Kovair Omnibus
integration can increase the value of your Remedy investment by bridging
the disjointed operations of ITSM process areas like incident, problem,
change, and configuration management with a unified system.
Kovair Remedy Integration Adapter
‘Kovair Remedy Integration Adapter’ integrates BMC Remedy with Kovair
Omnibus platform. The integration is aligned to Release, Incident and
Problem. Incident or Problem Management is reactive and is typically
initiated in response to a customer call or an automated event. The adapter
automatically handles essential Remedy data in the background and updates
the Omnibus platform. The Omnibus platform can route those events to
other tools hooked in the ecosystem. Omnibus integration supports bi-
directional synchronization of data which includes attributes of artifacts,
attachments and work log. BMC Remedy ITSM runs on the BMC Remedy
Action Request (AR) System platform that provides AR API that is used by
the Kovair Remedy Integration Adapter to communicate with the BMC
Remedy Server. This communication takes place via AR .Net API. This API
communicates with the AR C API for accessing data. Thus, Kovair Remedy
communicates with remote Remedy server for integration.
Why Integrate Remedy with Kovair?
• ALM-ITSM Convergence: Most organizations satisfy their Application
Development and Technical Support teams with disparate, best-of-breed
tools. This encourages silos and results in significant administrative
burden. Organizations need to eliminate these silos and introduce an
integrated ITSM and ALM strategy so that Development staff can have
better visibility of business requirements and Support staff can have
better visibility of development activities. This ALM-ITSM convergence is
made possible by Kovair Omnibus Integration Platform to which you can
integrate development tools, such as JIRA and QC as well as ITSM tools,
such as Remedy and ServiceNow. The adapters required for connecting
these tools to Kovair Omnibus Integration Platform are provided by
Kovair. Kovair Remedy Integration Adapter is exposed in Omnibus as a
bi-directional adapter. Events occurring in Remedy and their

2. Kovair BMC Remedy Integration Datasheet
Kovair Remedy Integration Datasheet
Page2
❖ Drastically reduces the
time and cost for
integrating
applications based on
BMC’s Remedy Action
Request System (ARS)
with other operational
systems
❖ Delivers a two-way
replication between a
Remedy system and
other connected tools.
❖ Exhibits minimal
impact to application
performance.
System Requirements
❖ Operating Systems:
Windows 2008 Server,
Windows 2008 Server R2
Server.
❖ Databases: SQL Server 2008,
SQL Server 2008 R2,
(Developer, Standard, and
Enterprise).
❖ IIS: IIS 7.0 or 7.5.
❖ .Net Framework: 4.6 or
Higher.
corresponding data are propagated across the integrated scenario for
other tools to consume.
• Integrated Service Desk: Service Desk plays an important role in
running critical business operations smoothly. IT organizations are
always under pressure to improve their service levels. However, Incident
Management processes are often not standardized and incidents are not
prioritized in accordance with their business impacts. The problem is
compounded when there are multiple service desks in an organization
and they are not tightly integrated. For organizations that want to phase
out multiple Service Desk tools and associated processes to enhance
operational efficiency, Remedy’s Service Management application is the
ideal solution for them. Kovair’s Remedy Integration allows organizations
to utilize the benefits of an integrated service desk system by integrating
Remedy with other Service Desk tools.
• Enhanced Collaboration: By integrating the Service Desk application of
BMC Remedy ITSM suite with collaboration tool like SharePoint or a CRM
tool like Salesforce.com (SFDC), Kovair Remedy Integration Adapter
improves collaboration between Development teams and Technical
Support teams and accelerate the correction of customer-reported
issues. For example, service requests from SharePoint can be sent to
Remedy and processed there, and SharePoint users can get real-time
status and updates of their service requests. Similarly, SFDC cases can be
passed through existing workflows in Remedy and the updated status of
a case can be sent to Remedy to keep both the tools in sync.
Services Supported in Kovair Remedy Adapter
Exposed Entities Supported Events Supported Actions
❖ Incident
❖ Problem
Investigation
❖ Change
❖ Basic events like Add
and Edit are supported
for all entities.
❖ Basic action like Add,
Edit, and Delete are
supported for all entities.

3. Kovair BMC Remedy Integration Datasheet
Kovair Remedy Integration Datasheet
Page3
❖ Release
❖ Known Error
Supported Events and Actions for Attachments and Comments
Attachments:
Relation Category Add Delete
Action
Event
Comments:
Relation Category Add Modify Delete
Action
Event
Supported Entity and their Features
Entity Name System Fields Attachment Comment
Incident
Problem
Investigation
Change
Release
Known Error

4. Kovair BMC Remedy Integration Datasheet
Kovair Remedy Integration Datasheet
Page4
Relation Exposed
Entity Related Entity Cardinality
Incident Incident, Problem
Investigation, Known Error,
Change
Many to Many
Problem Investigation Incident, Problem
Investigation, Known Error,
Change
Many to Many
Change Incident, Problem
Investigation, Known Error,
Change
Many to Many
Release Incident, Problem
Investigation, Known Error,
Change
Many to Many
Known Error Incident, Problem
Investigation, Known Error,
Change
Many to Many
Relational Events and Actions
Relation Category Add Delete
Action
Event

5. Kovair BMC Remedy Integration Datasheet
Kovair Remedy Integration Datasheet
Page5
Use Case Examples of Kovair Remedy Integration
Remedy-SFDC Integration
As shown in the above example, you can integrate the
Remedy and SFDC so that Cases in SFDC are replicated
as Incidents in Remedy. The Incidents are processed in
Remedy, and any modification to an Incident in Remedy
is replicated in the corresponding Case in SFDC.
Remedy-SharePoint Integration
As shown in the above example, you can integrate
Remedy with SharePoint so that Service Requests entered
by users in SharePoint are replicated as Incidents in
Remedy and processed there. Any modification to an
Incident in Remedy is replicated in the corresponding
Service Request in SharePoint.