# BMC Remedy integrations > Connect BMC Remedy to CRM, monitoring, DevOps, and collaboration tools to eliminate manual ticket handling and accelerate incident resolution. **Canonical page:** https://tray.ai/connectors/bmc-remedy-integrations/ **Categories:** General automation services **Documentation:** https://tray.ai/documentation/connectors/service/bmc-remedy ## Overview BMC Remedy is an enterprise IT Service Management platform used by large organizations to manage incidents, problems, change requests, and service desk operations at scale. Integrating Remedy with the rest of your toolchain unlocks end-to-end automation across IT workflows — tickets get created from alerts automatically, data stays in sync with external systems, and work gets routed without anyone touching it. With tray.ai, teams can build Remedy integrations without complex scripting, connecting it to monitoring platforms, collaboration tools, CRMs, and DevOps pipelines in minutes. ## Use cases ### Automated Incident Creation from Monitoring Alerts When a monitoring tool like PagerDuty, Datadog, or New Relic fires an alert, tray.ai automatically creates a corresponding incident ticket in BMC Remedy with the correct categorization, priority, and assignment group. No more on-call engineers logging into Remedy mid-incident just to fill out a form. All relevant alert metadata maps directly to Remedy fields so full context is captured from the start. - Reduce mean time to acknowledge (MTTA) by removing manual ticket creation during incidents - Ensure consistent ticket categorization and priority mapping from alert severity - Free on-call engineers to focus on resolution rather than administrative logging ### Bi-Directional Sync Between Remedy and Jira Dev and IT ops teams often work in separate systems — DevOps in Jira, ITSM in Remedy — which leads to duplicated effort and status mismatches. tray.ai enables real-time bi-directional sync so that when a Remedy incident or change request is linked to a Jira issue, status updates, comments, and resolutions flow automatically between both platforms. Neither team has to leave their native tooling to stay aligned. - Eliminate duplicate data entry across ITSM and project management systems - Automatically update Remedy ticket status when a linked Jira issue is resolved - Keep development and operations teams aligned without manual cross-system communication ### Change Request Approval Workflow Automation Change management in Remedy often involves multi-stakeholder approvals that get stuck waiting on emails or manual follow-ups. tray.ai automates the entire change request lifecycle — sending approval requests via Slack or email, capturing responses, and updating the Remedy change record status automatically. You can also build in escalation logic so that unanswered approvals get re-routed after a defined period. - Speed up change approval cycles by routing requests through Slack or Microsoft Teams - Auto-escalate stalled approvals to prevent change request backlogs - Maintain a full audit trail of approvals synced back to the Remedy change record ### Employee Onboarding and Offboarding Service Requests IT teams deal with a steady stream of repetitive service requests tied to HR events — new hires, role changes, departures. By connecting an HRIS like Workday or BambooHR to BMC Remedy via tray.ai, organizations can auto-generate structured service request tickets with the correct fulfillment steps whenever an HR trigger fires. Provisioning and deprovisioning tasks don't fall through the cracks, and SLAs are tracked from day one. - Automatically create Remedy service requests the moment a new hire is added in your HRIS - Standardize ticket templates for onboarding, offboarding, and role change workflows - Reduce SLA breaches on repetitive service desk requests tied to HR events ### CMDB Enrichment and Asset Data Sync Keeping the Configuration Management Database (CMDB) in Remedy accurate requires continuous updates from discovery tools, cloud platforms, and asset management systems. tray.ai can pull asset and configuration data from sources like AWS, ServiceNow Discovery, or Lansweeper and push enriched records into the Remedy CMDB on a scheduled or event-driven basis. CI records stay current without manual data imports. - Maintain CMDB accuracy by automatically syncing asset data from cloud and on-prem sources - Reduce configuration drift by triggering CMDB updates when infrastructure changes occur - Improve incident impact analysis with always-current CI relationship data ### SLA Breach Alerting and Escalation Remedy SLA tracking only works if teams know about problems before they become violations. tray.ai monitors open Remedy tickets against their SLA deadlines and automatically triggers escalation workflows — sending alerts to team leads in Slack, reassigning tickets to available agents, or notifying customers via email — before an SLA is missed. This replaces manual queue reviews and cuts SLA violations. - Send proactive SLA warning alerts to Slack or Teams before breach thresholds are hit - Automatically reassign tickets to available agents when original assignees are unresponsive - Generate SLA performance reports by feeding Remedy data into BI tools like Tableau or Looker ### Cross-Platform Problem Management and Root Cause Correlation Problem records in Remedy often require correlating incidents from multiple sources to identify root causes — which is tedious to do manually. tray.ai aggregates related incident data from Remedy, application performance monitoring tools, and log management platforms, then automatically links them to a parent Problem record and notifies the assigned problem manager. Root cause analysis moves faster when the data's already assembled. - Auto-link related incidents to Problem records based on category, CI, or time window - Pull correlated log and APM data from external tools directly into the Problem record - Notify problem managers instantly when a threshold of related incidents is reached ## Templates ### PagerDuty Alert to Remedy Incident Auto-Creation Automatically creates a prioritized BMC Remedy incident ticket whenever a PagerDuty alert is triggered, mapping severity, service, and responder data to the correct Remedy fields. Connectors used: PagerDuty, BMC Remedy, Slack ### Remedy Incident to Jira Issue Bi-Directional Sync Keeps Remedy incidents and linked Jira issues in sync, propagating status changes, comments, and resolution updates in both directions so IT ops and dev teams always have current information. Connectors used: BMC Remedy, Jira ### Workday New Hire to Remedy Onboarding Service Request Generates a structured onboarding service request in BMC Remedy automatically when a new employee record is created in Workday, including all required provisioning tasks and an assigned SLA. Connectors used: Workday REST, BMC Remedy, Microsoft Teams ### Remedy SLA Breach Early Warning and Escalation Monitors open Remedy tickets against their SLA targets on a scheduled interval, sending Slack alerts and triggering automatic reassignment for tickets approaching or past their breach threshold. Connectors used: BMC Remedy, Slack, SendGrid ### Datadog Anomaly Alert to Remedy Problem Record Automatically creates or updates a BMC Remedy Problem record when Datadog detects a recurring anomaly pattern, linking related incidents and notifying the assigned problem manager. Connectors used: Datadog, BMC Remedy, Slack ### Remedy Change Request Approval via Slack Routes BMC Remedy change requests to approvers through Slack interactive messages, captures approval or rejection responses, and automatically updates the change record status without requiring approvers to log into Remedy. Connectors used: BMC Remedy, Slack ## Challenges Tray.ai solves ### Complex Remedy API Authentication and Session Management BMC Remedy's REST API requires careful session token management, and many enterprise deployments run on-premises behind firewalls with restrictive access controls. Developers often struggle with token expiry, connection timeouts, and keeping API connectivity stable across Remedy versions. **How Tray.ai helps:** tray.ai handles authentication, token refresh, and connection management natively within the Remedy connector, so session complexity doesn't become your problem. For on-premises deployments, tray.ai supports secure tunneling configurations so cloud-based automation can reliably reach internal Remedy instances without opening broad firewall rules. ### Rigid and Inconsistent Remedy Field Mapping BMC Remedy forms are highly customizable, meaning field names, IDs, and allowed values differ significantly between organizations and even between modules within the same deployment. Building integrations that hold up across Remedy instances — or survive form changes made by the admin team — is genuinely hard. **How Tray.ai helps:** tray.ai's visual data mapper lets teams build field mappings tailored to their specific Remedy configuration, with dynamic lookups for enumerated field values. When Remedy fields change, mappings can be updated in the tray.ai workflow without rewriting integration code. ### High Volume Incident Data and API Rate Constraints Large enterprises generate thousands of Remedy ticket events per day, and polling-based integrations quickly hit API rate limits or create performance bottlenecks on the Remedy server. Batch processing, pagination, and efficient query design are hard to get right without deep API knowledge. **How Tray.ai helps:** tray.ai's workflow engine supports event-driven triggers via Remedy webhooks where available, and intelligent scheduled polling with pagination handling when webhooks aren't configured. Built-in retry logic and configurable polling intervals prevent rate limit issues while making sure no ticket events get dropped. ### Keeping Integrations Alive Across Remedy Upgrades BMC Remedy version upgrades can change API endpoints, authentication mechanisms, or form structures. Organizations that have built point-to-point integrations often face complete failures after an upgrade, then spend weeks re-engineering what used to work. **How Tray.ai helps:** tray.ai maintains and updates the Remedy connector as the API evolves, so your internal teams aren't stuck tracking API changes themselves. Because workflow logic is decoupled from the connector layer, most upgrade impacts are handled at the connector level without touching the business logic of individual automations. ### Lack of Visibility Into Cross-System Workflow Status When a Remedy ticket is part of a larger automated workflow spanning Jira, Slack, an HRIS, and monitoring tools, tracing the current state of a request — or figuring out why an automation failed — gets messy fast. Without centralized observability, support teams spend significant time manually investigating what happened at each step. **How Tray.ai helps:** tray.ai provides full execution logs and step-by-step run history for every workflow, making it straightforward to see exactly what data was sent to Remedy, what response came back, and where a failure occurred. Teams can configure error handling paths and alerting within the workflow itself so failures surface immediately rather than days later. ## Agent features ### Retrieve Incident Details (Data Source) Fetch detailed information about specific incidents including status, priority, assigned groups, and resolution notes. An agent can use this context to route, escalate, or respond to IT service issues. ### Query Work Orders (Data Source) Pull work order records including task descriptions, assignments, and completion status. This lets an agent track operational tasks and surface bottlenecks or overdue items for review. ### Look Up Configuration Items (Data Source) Search the CMDB for configuration items such as servers, applications, and network devices along with their relationships and attributes. An agent can use this to assess impact when incidents or changes come in. ### Fetch Problem Records (Data Source) Retrieve open or historical problem records to understand recurring issues and their root cause analyses. An agent can use this to correlate new incidents with known problems and suggest faster resolutions. ### Search Change Requests (Data Source) Query change request records including approval status, risk levels, and scheduled windows. An agent can use this to prevent conflicting changes or assess risk during incident triage. ### Look Up User and Support Group Info (Data Source) Retrieve people, support group, and on-call roster data from Remedy. An agent can use this to find the right assignment when routing tickets or escalating unresolved incidents. ### Create Incident Ticket (Agent Tool) Open a new incident ticket in BMC Remedy with the appropriate priority, category, and assignment. An agent can do this in response to alerts, user reports, or triggers from other systems. ### Update Incident Status and Fields (Agent Tool) Modify incident records to reflect new status, resolution notes, priority changes, or reassignments. An agent can keep tickets accurate as conditions change across integrated systems. ### Create or Update Problem Records (Agent Tool) Log new problem records or enrich existing ones with root cause findings and related incident links. An agent can use patterns from multiple incidents to raise problems before they escalate. ### Submit Change Requests (Agent Tool) Create change request records in Remedy with relevant details such as risk assessment, implementation plans, and approval groups. An agent can handle change initiation by gathering required inputs and submitting on behalf of requestors. ### Add Work Log Entries (Agent Tool) Append work log notes to incidents, problems, or change requests to document investigation steps, communications, or resolutions. An agent can keep a running audit trail automatically as it works across tools. ### Assign or Reassign Tickets (Agent Tool) Update the assigned individual or support group on any ticket type based on skill matching, availability, or escalation rules. An agent can route work to cut response times and avoid SLA breaches. ### Close or Resolve Tickets (Agent Tool) Mark incidents or work orders as resolved or closed once a solution has been confirmed. An agent can handle ticket closure when resolution criteria are met, reducing manual overhead for support teams. ## Learn more - Intelligent Integration: https://tray.ai/platform/intelligent-ipaas/ - Merlin Agent Builder: https://tray.ai/platform/merlin-agent-builder/ - Agent Gateway for MCP: https://tray.ai/platform/agent-gateway/ - Book a demo: https://tray.ai/contact/