- JSM links and text
What does the integration offer?
Compass provides a powerful integration with BMC Remedyforce. When a new incident is created in BMC Remedyforce, a corresponding Compass alert is automatically created, containing rich information about the incident. Compass provides rich notifications with on-call rotation, scheduling features, and alert escalations to ensure the best incident management for BMC Remedyforce customers.
How does the integration work?
When an incident is created in BMC Remedyforce, an alert is created in Compass.
When an incident is updated as closed, rejected, closed/no contact, closedmail, completed in BMC Remedyforcee, the alert in Compass is also closed.
When an incident is updated as accepted, assigned in BMC Remedyforce, the alert in Compass is updated as acknowledged.
If Send Alert Updates Back to BMC RemedyForce is enabled, actions for BMC Remedyforce are executed in BMC Remedyforcee when the chosen action is executed in Compass for alerts which are created by the BMC Remedyforce.
Set up the integration
BMC Remedyforce is a bidirectional integration. Setting it up involves the following steps:
Add a BMC Remedyforce integration in Compass
Configure the integration in BMC Remedyforce
Add a BMC Remedyforce integration
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Bidirectional integrations aren’t supported in the Standard plan. All the other integrations are supported at a team level in Standard. If you're using the Standard plan in Compass, you can add this integration only from your team’s operations page. Adding an integration from your team’s operations page makes your team the owner of the integration. This means Compass only assigns the alerts received through this integration to your team. |
To add a BMC Remedyforce integration in Compass, complete the following steps:
Go to your team’s operations page.
On the left navigation panel, select Integrations and then Add integration.
Run a search and select “BMC Remedyforce”.
On the next screen, enter aname for the integration.
Optional: Select a team in Assignee team if you want a specific team to receive alerts from the integration.
Select Continue.
The integration is saved at this point.Expand the Steps to configure the integration section and copy the API key.
You will use this key while configuring the integration in BMC Remedyforce later.Select Turn on integration.
The rules you create for the integration will work only if you turn on the integration.
Configure the integration in BMC Remedyforce
The integration with BMC Remedyforce supports forwarding incidents to Compass. To configure it, complete the following steps:
In BMC Remedyforce, go to the BMC Remedyforce Setup page.
Open jsmClass.apxcand copy the content.
Paste the content into the setup page.
Select Save.
Go to Create > Objects.
Select Incident in the Custom Objects list.
Select New at the top of Triggers list.
Go to the BMC Remedyforce Setup page.
Open jsmTrigger.apxtand copy the content.
Paste the API key copied previously from Compass into apiKey in the trigger function.
Select Save.
Mandatory fields sent by trigger methods
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If you added integration in Simple mode (not by editing advanced integration setting), these fields are mandatory:
The fields that are given as parameters in configuration are mandatory. If there are some fields that are not used in BMC Remedy Force system, you must remove these fields in apex trigger functions and also must not give these fields as parameters in integration configuration. |
Configure Apex Trigger function for customized fields
In BMC Remedyforce, customers are able to create new fields and use these fields in incident. If you need to use the custom fields in Compass alerts, you need to customize the apex function. In the apex trigger function, There are 10 custom fields that you can edit. These fields are defined but not initialized. You can send customized by doing following steps:
In setup page, go to Create -> Objects , on the left side of the page.
Click Incident in the Custom Objects list.
Find the fields that you need to send in the Custom Fields & Relationships list and take note the field names given in API Name column.
Go to apex trigger function, edit the custom fields that are not initialized before. You should initialize fields as obj.<COPIED_API_NAME>. Also, if data types are different from string, you should change data type. The custom fields are already added to payload. When you initialize fields they will be sent to Compass.
If you need to add custom fields to Compass alert, please go to Advance Setting in Compass Integration page and update filters or alert setting.
For Compass to BMC Remedyforce
For sending alerts and updates to BMC Remedyforce create a connected App. Please follow this page for created a connected with enabled OAuth settings.
Once connected app is created copy Consumer key and consumer secret from connected app.
Add you information of Consumer Key, Customer secret , username. and password to Compass.
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Password Entered password in Compass is concatenation of you Salesforce login password and your account security token. So, if your password is ABC and Security token is XYZ. Please enter ABCXYZ. In case you don't have security token. Go to Setting > My Personal Information > Reset My Security Token. Your new security token will be send to your email. |
Add a new custom field jsm-alias in Incident Object.
In setup page, go to Object Manager , on the left side of the page.
Click Incident in the Custom Objects list.
Select Field & Relationships from left menu and click on New.
Select text as kind of information that custom field will contain and go to Next.
Enter Field Label as jsm-alias and length as 255.
Use default security and Add to Page layout settings. Select Save and New.
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If you already have old integration and now converting it to bidirectional, update your Apex trigger code. |
Troubleshooting
If you receive a developer script exception from Apex Application that contains "Unauthorized endpoint, check Setup > Security > Remote site settings." message, you can navigate to the Setup > Security > Remote Site Settings tab and add this link from the New Remote Site.