# BMC Remedy + PagerDuty integration > Cut the manual handoffs between your ITSM and on-call platform so your teams can resolve incidents faster, with full context. **Canonical page:** https://tray.ai/connectors/bmc-remedy-pagerduty-integrations/ **BMC Remedy connector:** https://tray.ai/connectors/bmc-remedy-integrations/ **BMC Remedy documentation:** https://tray.ai/documentation/connectors/service/bmc-remedy ## Overview BMC Remedy is the enterprise backbone for IT service management, housing tickets, change records, and CMDB data that define your operational baseline. PagerDuty is the real-time nerve center for on-call alerting, escalation, and incident coordination. When these two platforms operate in silos, critical incident context gets lost in translation and resolution times balloon. Integrating BMC Remedy with PagerDuty on tray.ai creates a bidirectional pipeline that keeps both systems synchronized from the moment an alert fires to the moment a ticket closes. Enterprise IT teams depend on BMC Remedy to govern service requests, problem records, and change management, while PagerDuty handles the urgent, time-sensitive work of waking the right engineer at 2 AM. Without a direct integration, responders have to manually create or update Remedy tickets when PagerDuty incidents fire — often producing duplicate records, missing priority fields, and audit trails that fall apart under scrutiny. Connecting the two platforms through tray.ai fixes this: Remedy incidents get created automatically from PagerDuty alerts, enriched with CI data from the CMDB, and updated with resolution notes once a ticket closes. The result is a closed-loop incident management process that satisfies ITIL compliance requirements, shortens mean time to resolution, and gives operations leaders a single source of truth across both tools. ## Use cases ### Automatic Incident Ticket Creation from PagerDuty Alerts When a PagerDuty incident fires, tray.ai opens a corresponding Remedy incident ticket with the correct priority, affected CI, and assignment group already filled in. Responders don't waste precious minutes manually logging tickets during a live outage. Every alert is captured in Remedy in real time, keeping you compliant with ITIL incident management processes. - Cut manual ticket creation out of high-pressure outage scenarios - Ensure every PagerDuty alert has a corresponding auditable Remedy record - Pre-populate CI, priority, and assignment group data to speed up triage ### Bidirectional Status Synchronization Between Remedy and PagerDuty Status changes in either platform are immediately reflected in the other, keeping engineers, service desk agents, and stakeholders aligned without manual updates. When a Remedy ticket moves to 'In Progress,' the linked PagerDuty incident is acknowledged automatically. When a PagerDuty incident is resolved, the Remedy ticket advances to the appropriate closure state with resolution notes attached. - Prevent status drift that leads to duplicate work and confused responders - Reduce status-update calls and Slack messages during incidents - Maintain consistent incident lifecycle records across both systems for reporting ### CMDB-Enriched Alert Context for Faster Triage When a PagerDuty incident opens, tray.ai queries the Remedy CMDB to pull relevant configuration item details — owner, dependencies, environment, and recent change records — and appends them directly to the PagerDuty incident as notes. Responders arrive at the incident with the full asset context they need to diagnose root cause quickly, which cuts the back-and-forth between NOC and service desk teams. - Give on-call engineers instant access to CI ownership and dependency data - Surface recent change records that may have caused the incident - Shorten mean time to diagnosis by eliminating manual CMDB lookups ### Automated Escalation Based on Remedy SLA Breach Risk tray.ai monitors Remedy ticket SLA timers and triggers a PagerDuty escalation policy when a ticket is at risk of breaching its response or resolution target. The right on-call team gets paged automatically, with an incident payload that includes ticket ID, SLA deadline, and current assignee. SLA compliance doesn't hinge on a supervisor catching it manually. - Page engineers before SLA breaches happen, not after - Attach SLA deadline and ticket context to every escalation notification - Reduce SLA breach rates and the contractual or reputational costs that follow ### Change Management Guardrails via PagerDuty Notifications When a change request in Remedy reaches 'Scheduled' or 'Implementation in Progress' status, tray.ai posts a PagerDuty event to notify the relevant on-call team so they can watch for related alerts. If a PagerDuty incident fires during an active change window, it's automatically linked to the open change record in Remedy, creating a clear audit trail connecting alerts to approved changes. - Keep on-call teams informed of scheduled changes that could generate alerts - Automatically associate PagerDuty incidents with causative change records - Strengthen change-related incident reporting and post-incident reviews ### Post-Incident Review Automation and Ticket Closure Sync After a PagerDuty incident is resolved, tray.ai compiles a resolution summary — timeline, responders, affected service, and notes — and writes it back to the Remedy incident ticket before advancing it to a closed state. For repeat incidents, Remedy problem records can be created automatically when recurring patterns are detected. No manual copy-paste between tools required. - Automatically populate Remedy resolution fields from PagerDuty incident data - Trigger Remedy problem record creation for repeat incidents - Ensure closure documentation is thorough and audit-ready without manual effort ### On-Call Roster Visibility Inside Remedy Tickets When a Remedy ticket is created or escalated, tray.ai queries the PagerDuty schedules API and appends the current on-call contact for the relevant service directly to the ticket. Service desk agents and change managers can see exactly who's accountable without switching tools or calling the NOC. Roster data refreshes on each ticket update to reflect current on-call rotations. - Surface live on-call contact information directly inside Remedy tickets - Stop service desk agents from hunting for escalation contacts - Ensure ticket assignments reflect accurate, real-time on-call schedules ## Templates ### PagerDuty Incident to Remedy Ticket — Automated Creation Listens for new PagerDuty incident trigger events and automatically creates a properly structured Remedy incident ticket with mapped priority, affected service, and CI data pulled from the CMDB. Connectors used: PagerDuty, BMC Remedy ### Remedy Ticket Status Changes to PagerDuty Incident Updates Monitors Remedy for ticket status transitions and pushes corresponding acknowledgment, escalation, or resolution events to the linked PagerDuty incident, keeping both platforms in sync throughout the incident lifecycle. Connectors used: BMC Remedy, PagerDuty ### SLA Breach Risk Escalation from Remedy to PagerDuty Periodically checks Remedy tickets approaching their SLA response or resolution deadlines and automatically pages the correct on-call team in PagerDuty with full ticket context before a breach occurs. Connectors used: BMC Remedy, PagerDuty ### Remedy Change Record Notification to PagerDuty On-Call Teams Fires a PagerDuty informational alert when a Remedy change request transitions to an active implementation state, so on-call engineers know about in-flight changes and can correlate any alerts that fire during the change window. Connectors used: BMC Remedy, PagerDuty ### PagerDuty Resolution Summary Written Back to Remedy After a PagerDuty incident is resolved, this template compiles the full incident timeline, responding users, and resolution notes and writes them back to the linked Remedy ticket, advancing it to a resolved or closed state automatically. Connectors used: PagerDuty, BMC Remedy ### Real-Time On-Call Contact Enrichment of Remedy Tickets When a Remedy ticket is created or reassigned, this template queries PagerDuty for the current on-call responder for the matching service and appends their name and contact information to the ticket as a work note. Connectors used: BMC Remedy, PagerDuty ## Challenges Tray.ai solves ### Complex Bidirectional Data Mapping Between Dissimilar Data Models BMC Remedy uses a structured ITIL data model with fields like Impact, Urgency, and Assignment Group, while PagerDuty organizes incidents around services, escalation policies, and teams. Mapping these two schemas correctly without dropping data or misrouting tickets is genuinely hard — and it gets harder as Remedy is customized per enterprise. **How Tray.ai helps:** tray.ai's visual data mapper and flexible transformation logic let teams build and maintain precise field-level mappings between Remedy and PagerDuty schemas. Custom JavaScript or JSONPath steps handle complex conditional mappings — for example, translating PagerDuty severity levels into the correct Remedy Impact/Urgency matrix — without any custom middleware or code deployment. ### Handling Remedy's On-Premise or Hybrid Deployment Model Many enterprise Remedy installations run on-premise or in private data centers behind firewalls, which makes direct API connectivity to cloud platforms like PagerDuty difficult without VPN configurations or custom proxy solutions. **How Tray.ai helps:** tray.ai connects to on-premise systems through its on-premise agent, which establishes an outbound-only encrypted tunnel from within the corporate network. tray.ai workflows can call Remedy REST or legacy APIs without inbound firewall rules or exposing internal systems to the public internet. ### Avoiding Duplicate Incidents and Infinite Update Loops Bidirectional integrations between Remedy and PagerDuty are prone to feedback loops where an update in one system triggers a workflow that updates the other, which re-triggers the first workflow. Left unchecked, this can flood both platforms with duplicate tickets or status updates within seconds. **How Tray.ai helps:** tray.ai workflows can be designed with idempotency checks and conditional branching that detect whether an update originated from the integration itself by inspecting a tracking field or custom tag. Loop prevention logic — such as checking for a tray.ai source identifier before firing downstream calls — ensures that each real event produces exactly one update in each system. ### Maintaining Sync Reliability During High-Volume Incident Storms During major outages, PagerDuty can generate dozens or hundreds of incident events in a short window, creating a flood of Remedy API calls that can exceed rate limits or overwhelm Remedy's transaction queue. Dropped events during these windows undermine the audit trail at exactly the wrong moment. **How Tray.ai helps:** tray.ai's built-in queue management and retry logic handle burst traffic by buffering incoming webhook events and processing them at a controlled rate within Remedy's API limits. Failed API calls are automatically retried with configurable backoff policies, and workflow error alerting ensures operations teams are notified immediately if any events can't be processed after exhausting retries. ### Keeping Integration Workflows Current with Remedy Customizations Enterprise Remedy deployments get customized regularly — new fields, forms, approval workflows, and assignment rules that change over time. Integration workflows built against one version of the Remedy schema can silently fail or misroute data after an upgrade or configuration change. **How Tray.ai helps:** tray.ai's workflow versioning and built-in error monitoring make it straightforward to catch and respond to schema changes. When a Remedy API response changes structure, tray.ai surfaces the error with full payload context so integration owners can update field mappings quickly. Reusable callable workflows let teams centralize Remedy API logic, so a schema change only needs to be fixed in one place rather than across dozens of individual workflows. ## 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/