BMC Remedy
IT Service Management- Overview
- Setup
- Data & mappings
- Operations & API
- Changelog
The BMC Remedy Connector integrates with the BMC Remedy AR System (Action Request System) to synchronize Incidents from the Help Desk (ITSM) module and Assets from the BMC CMDB (Configuration Management Database). It connects through the BMC AR System Java SDK (com.bmc.arsys.api) over a direct server session rather than a REST API, retrieving records page by page from BMC Remedy forms. The connector also supports creating and updating Incident records.
Data retrieved from BMC Remedy
| Connector Object | Required | Maps to Data Model |
|---|---|---|
| Incident | Yes | Incident |
| Asset | Yes | Host |
Model relationships
For detailed steps on how to view the data retrieved from BMC Remedy in the Brinqa Platform, see How to view your data.
Connection settings
When setting up a data integration, select BMC Remedy from the Connector dropdown and provide the following:
| Setting | Required | Default | Description |
|---|---|---|---|
| Server | No | — | BMC Remedy server address |
| Port | No | — | BMC Remedy server port |
| User Name | No | — | User with proper access to query, create, and delete form entries |
| Password | No | — | User password |
| Page size | No | — | Maximum number of records to get per API request |
| Parallel requests | No | — | Maximum number of parallel API requests |
Authentication
The connector authenticates with BMC Remedy using a direct AR System server session established through the BMC AR System Java SDK. This is not a REST/OAuth API; instead the connector instantiates an ARServerUser client and logs in with username/password credentials before every operation, then logs out when the operation completes.
Connection Parameters
| Parameter | Description |
|---|---|
| Server | BMC Remedy AR System server hostname or IP address |
| Port | AR System server TCP port (default 3700) |
| Username | AR System login username |
| Password | AR System login password (stored confidentially) |
Session Usage
A single ARServerUser session is built from the configured credentials and reused for all SDK calls (schema discovery, entry retrieval, create, update). The connector performs login() at the start of test, sync, executeQuery, create, and update, and always calls logout() afterwards.
ARServerUser arServer = new ARServerUser();
arServer.setServer(server);
arServer.setPort(port);
arServer.setUser(username);
arServer.setPassword(password);
arServer.login(); // start of each operation
// ... SDK calls (getListEntryObjects, createEntry, setEntry, ...)
arServer.logout(); // end of each operation
There is no bearer token or REST response payload; the SDK manages the authenticated session internally once login() succeeds.
Sync Behavior
The connector supports incremental (delta) syncs. It maintains a sync token between runs and applies it as an incremental timestamp filter, so each run re-processes only the records that changed after the previous sync. The initial run retrieves the complete data set; later runs are incremental. The specific timestamp field applied to each object is documented under that object's Sync Duration Parameter.
How to obtain BMC Remedy credentials
Obtain the required credentials (Server, Port, Username, Password) from your BMC Remedy administrator or the BMC Remedy admin console, then enter them in the connection settings above.
Attribute mappings
Expand the sections below to view the mappings between the source and the Brinqa data model attributes:
Incident
| Source Field Name | SDM Attribute |
|---|---|
| 2 | Submitter |
| 7 | Status |
| 8 | Short Description |
| :--- | :--- |
| Every supported form field | dynamic |
| Field ID | BMC Field Name |
| Incident Number field | UID |
| Incident Number field | NAME |
The BMC Remedy connector uses dynamic attribute discovery: beyond the fixed UID and NAME attributes listed above, every supported data field on the form is discovered at runtime and emitted as its own attribute.
Asset
| Source Field Name | SDM Attribute |
|---|---|
| Every supported form field | dynamic |
| InstanceId field | UID |
| InstanceId field | NAME |
Operations & API
Expand each connector object to see its operation options, delta-sync behavior, and the API it uses. See connector operation options for how to apply operation options (keys and values are case-sensitive).
Incident
Operation options
This object does not support any operation options.
Delta sync
Supported.
API
- Type: BMC AR System Java SDK (
com.bmc.arsys.api) over a direct AR System server session — not a REST/HTTP API. · Endpoint:ARServerUser.getListEntryObjects(form, qualification, offset, limit, sortOrder, fieldIds, useLocale, nMatches) - Default filters: None by default. When a sync token is present, entries are filtered to
Modified Date >= since(BMC field ID6) and sorted ascending by that field.
Asset
Operation options
This object does not support any operation options.
Delta sync
Supported.
API
- Type: BMC AR System Java SDK (
com.bmc.arsys.api) over a direct AR System server session — not a REST/HTTP API. · Endpoint:ARServerUser.getListEntryObjects(form, qualification, offset, limit, sortOrder, fieldIds, useLocale, nMatches) - Default filters: None by default. When a sync token is present, entries are filtered to
Modified Date >= since(BMC field ID6) and sorted ascending by that field.
Changelog
The BMC Remedy connector has undergone the following changes:
| Version | Description | Migration Steps |
|---|---|---|
| 3.0.2 | Improvements - Connector-sourced attribute values now take precedence over non-connector data channels (manual edits, bulk imports, UI input) when the platform consolidates records, so BMC Remedy data is no longer overridden by lower-priority sources. Bug Fixes - Corrected the data type of currency fields. They were declared as a numeric type but populated with the field's currency string value; they are now correctly typed as text, so currency values are stored and displayed without coercion errors. | • Currency fields: any Remedy form field of type Currency changed from a numeric type to text. Re-sync the BMC Remedy connector to repopulate these attributes with the corrected type. |
| 3.0.1 | Bug Fixes - Fixed attribute names that used raw numeric field IDs (e.g., "2", "7", "8"), which violated the platform's 2-character minimum length requirement. Attribute names now use a descriptive format combining the field name and ID (e.g., "submitter_2", "status_7", "short_description_8"). | N/A |
| 3.0.0 | Overview The BMC Remedy connector integrates with BMC Remedy IT Service Management to synchronize incident tickets and configuration item asset records. Category: IT Service Management Models | N/A |