Connectors / Integration
Connect BMC Remedy and PagerDuty to Automate Incident Management at Scale
Cut the manual handoffs between your ITSM and on-call platform so your teams can resolve incidents faster, with full context.
BMC Remedy + PagerDuty integration
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.
Automate & integrate BMC Remedy + PagerDuty
Automating BMC Remedy and PagerDuty business processes or integrating data is made easy with Tray.ai.
Use case
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
Use case
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
Use case
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
Use case
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
Use case
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
Use case
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
Challenges Tray.ai solves
Common obstacles when integrating BMC Remedy and PagerDuty — and how Tray.ai handles them.
Challenge
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.
Challenge
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.
Challenge
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.
Templates
Pre-built workflows for BMC Remedy and PagerDuty you can deploy in minutes.
PagerDuty Incident to Remedy Ticket — Automated Creation
BMC Remedy 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.
Remedy Ticket Status Changes to PagerDuty Incident Updates
BMC Remedy 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.
SLA Breach Risk Escalation from Remedy to PagerDuty
BMC Remedy 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.
Remedy Change Record Notification to PagerDuty On-Call Teams
BMC Remedy 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.
PagerDuty Resolution Summary Written Back to Remedy
BMC 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.
Real-Time On-Call Contact Enrichment of Remedy Tickets
BMC Remedy 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.
How Tray.ai makes this work
BMC Remedy + PagerDuty runs on the full Tray.ai platform
Intelligent iPaaS
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Learn more →Agent Builder
Build AI agents that read, write, and take action in BMC Remedy and PagerDuty — with guardrails, audit, and human-in-the-loop.
Learn more →Agent Gateway for MCP
Expose BMC Remedy + PagerDuty actions as governed MCP tools — observable, rate-limited, authenticated.
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