Connectors / General automation services · Connector
Automate ITSM Workflows by Integrating BMC Remedy with Your Entire Tech Stack
Connect BMC Remedy to CRM, monitoring, DevOps, and collaboration tools to eliminate manual ticket handling and accelerate incident resolution.
What can you do with the BMC Remedy connector?
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.
Automate & integrate BMC Remedy
Automating BMC Remedy business processes or integrating BMC Remedy data is made easy with Tray.ai.
Use case
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
Use case
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
Use case
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
Use case
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
Use case
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
Use case
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
Build BMC Remedy Agents
Give agents secure and governed access to BMC Remedy through Agent Builder and Agent Gateway for MCP.
Retrieve Incident Details
Data SourceFetch 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 SourcePull 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 SourceSearch 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 SourceRetrieve 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 SourceQuery 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 SourceRetrieve 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 ToolOpen 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 ToolModify 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 ToolLog 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 ToolCreate 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 ToolAppend 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 ToolUpdate 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 ToolMark 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.
Ready to solve your BMC Remedy integration challenges?
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Challenges Tray.ai solves
Common obstacles when integrating BMC Remedy — and how Tray.ai handles them.
Challenge
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.
Challenge
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.
Challenge
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.
PagerDuty Alert to Remedy Incident Auto-Creation
BMC Remedy 
Slack 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.
Remedy Incident to Jira Issue Bi-Directional Sync
BMC Remedy 
Jira 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.
Workday New Hire to Remedy Onboarding Service Request
Workday REST BMC Remedy 
Microsoft Teams 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.
Remedy SLA Breach Early Warning and Escalation
BMC Remedy Slack 
SendGrid 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.
Datadog Anomaly Alert to Remedy Problem Record
Datadog BMC Remedy Slack 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.
Remedy Change Request Approval via Slack
BMC Remedy 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.
How Tray.ai makes this work
BMC Remedy plugs into the whole Tray.ai platform
Intelligent iPaaS
Integrate and automate across 700+ connectors with visual workflows, error handling, and observability.
Learn more →Agent Builder
Build AI agents that read, write, and take action in BMC Remedy — with guardrails, audit, and human-in-the-loop.
Learn more →Agent Gateway for MCP
Expose BMC Remedy actions as governed MCP tools — observable, rate-limited, authenticated.
Learn more →Related integrations
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