Purpose
This guide explains how to configure the BMC Remedy Response integration in Logsign USO, so that Incidents and Alarms can automatically, or an analyst can manually, create, update, and look up BMC Remedy incidents directly from a Logsign Incident. This is a Response (action) integration, configured under Settings > Integrations > Responses > +Device.
Prerequisites
- A BMC Remedy (Helix ITSM) instance with its REST API reachable from the Logsign server.
- An account with permission to create, update, and view incidents.
- Use least privilege. Create a dedicated Remedy account for this integration scoped to incident management rather than a full administrator role.
Step 1: Prepare Remedy for API Access
- Log in to BMC Remedy with an administrator account.
- Create (or designate) a dedicated account for Logsign to use, with permission to create/update/view incidents.
- Note the Remedy REST API's base URL and the username/password for the account.
Step 2: Configure the Integration in Logsign USO
In Logsign USO, go to Settings > Integrations > Responses, search for BMC Remedy, click Configure then +Device, and fill in:
| Field | Required | Description |
|---|---|---|
| Device Name | Yes | Free-text label identifying this Remedy device in Logsign. |
| Api Url | Yes | Base URL of your Remedy REST API. |
| Username | Yes | The Remedy account username from Step 1. |
| Password | Yes | Password for that account. Stored encrypted at rest. |
Click Create to save the device.
Available Methods
- create-incident (Containment) — creates a new incident. Args (all required): first_name, last_name, service_type, impact, urgency, description, detailed_description, reported_source, mc_ueid, categorization_tier_1, categorization_tier_2.
- update-incident (Containment/Recovery, depending on what you change) — updates an existing incident. Arg required: entry_id; optional: description, status, impact, urgency, status_reason, reported_source, resolution.
- get-incident (Analysis) — looks up incident(s) by their originating unique event ID. Arg: mc_ueid (required). Returns an array of matching entries with fields such as Entry ID, Status, Assignee, and Owner Group.
Troubleshooting
| Symptom | Likely cause | What to check |
|---|---|---|
| 401 Unauthorized | Wrong Username/Password. | Re-enter the Username and Password fields and confirm the account can log in to Remedy directly. |
| 403 Forbidden on create-incident/update-incident | The account does not have permission to create/update incidents, or the categorization values are not valid for the account's permission group. | Confirm the account's role in Remedy includes incident create/update rights, and that categorization_tier_1/2 values are valid options. |
| update-incident fails to find the incident | Wrong entry_id. | Use get-incident (by mc_ueid) to confirm the correct entry_id before updating. |
Notes and Limits
- create-incident requires a large set of fields to be filled in at once (11 required arguments); consider preparing a template Action Rule that maps your alarm fields to these Remedy fields consistently.