Connectors / Integration
Connect BMC Remedy and Slack to Speed Up IT Service Resolution
Get ITSM alerts, ticket updates, and incident notifications into the Slack channels your teams actually work in.
BMC Remedy + Slack integration
BMC Remedy is an enterprise IT Service Management platform used by organizations worldwide to manage incidents, changes, and service requests. Slack is where modern teams talk, escalate issues, and make fast decisions. Connecting the two means critical ITSM events stop getting buried in email queues or portal dashboards and start surfacing where your IT, DevOps, and support teams are already working.
IT operations move fast, and the gap between a ticket being created in BMC Remedy and the right person knowing about it can mean extended downtime, missed SLAs, and frustrated end users. Connecting BMC Remedy with Slack through tray.ai closes that gap. Engineers get incident alerts in the right channel the moment a P1 is raised, change managers get approval requests without logging into ITSM portals, and service desk teams can update ticket status without leaving Slack. The result is a tighter feedback loop between your ITSM workflow and your team — cutting mean time to resolution (MTTR), improving SLA compliance, and giving leadership real-time visibility into IT operations health.
Automate & integrate BMC Remedy + Slack
Automating BMC Remedy and Slack business processes or integrating data is made easy with Tray.ai.
Use case
Real-Time Incident Alerting to Slack Channels
When a new high-priority incident is created or escalated in BMC Remedy, tray.ai posts a structured alert to the appropriate Slack channel — including incident ID, severity, affected CI, and assigned group. Teams can acknowledge, comment, or escalate directly from Slack without logging into Remedy.
- Eliminate delays between incident creation and team awareness
- Route alerts to the correct channel based on priority or service tier
- Mobilize responders within seconds of ticket creation
Use case
Change Advisory Board (CAB) Approval Notifications
When a change request in BMC Remedy reaches the CAB approval stage, tray.ai sends a formatted Slack message to designated approvers with all relevant change details and an interactive approval or rejection prompt. Approver responses are written back to the change record in Remedy automatically.
- Speed up CAB approval cycles without requiring portal logins
- Keep a full audit trail of approvals synced back to BMC Remedy
- Cut change backlog caused by slow email-based approval workflows
Use case
SLA Breach Warning Notifications
tray.ai monitors open tickets in BMC Remedy and sends proactive Slack warnings to team leads or service owners when tickets are approaching or have breached their SLA targets. Messages include ticket details, time remaining, and a direct link to the Remedy record.
- Head off SLA breaches with early escalation alerts
- Give service desk managers real-time visibility without running manual reports
- Resolve tickets before deadlines instead of explaining why they were missed
Use case
Ticket Status Updates Posted to Slack
Any time a BMC Remedy ticket changes status — from Open to In Progress, Pending, or Resolved — tray.ai pushes an update to the relevant Slack thread or channel. Stakeholders stay informed without logging into the ITSM portal.
- Keep business stakeholders informed with zero manual effort
- Cut down on 'what's the status?' interruptions to IT staff
- Build a running timeline of ticket progress inside Slack conversations
Use case
Daily IT Operations Digest in Slack
tray.ai runs a scheduled workflow each morning to query BMC Remedy for open incidents, pending changes, and SLA metrics, then compiles and posts a clean summary digest to a designated Slack channel for IT leadership and operations teams.
- Give IT leaders an at-a-glance operational health summary every morning
- Replace manual report-building with automated, scheduled digests
- Make ITSM metrics visible to the whole team instead of buried in a portal
Use case
Slack-Triggered Ticket Creation in BMC Remedy
Using a Slack slash command or workflow shortcut, any employee can trigger tray.ai to create a new service request or incident in BMC Remedy. The workflow captures key details from the Slack message, maps them to the correct Remedy fields, and confirms ticket creation back to the user in Slack.
- Lower the barrier for employees to log IT issues without portal navigation
- Keep data entry consistent by mapping Slack inputs to Remedy field structures
- Confirm ticket creation instantly with a ticket ID right in Slack
Challenges Tray.ai solves
Common obstacles when integrating BMC Remedy and Slack — and how Tray.ai handles them.
Challenge
Mapping Complex BMC Remedy Data Structures to Slack Messages
BMC Remedy uses deeply nested data models with custom fields, forms, and workflow-specific attributes that vary widely between enterprise implementations. Getting that structured ITSM data into a readable Slack message requires careful field mapping and conditional formatting logic.
How Tray.ai helps
tray.ai's visual workflow builder includes a flexible data mapping layer with JSONPath support and conditional logic, so teams can extract and transform Remedy fields into well-formatted Slack Block Kit messages without custom code or middleware.
Challenge
Authenticating Securely with On-Premises or Hybrid BMC Remedy Deployments
Many enterprise organizations run BMC Remedy on-premises or in a hybrid configuration, meaning direct API access may be blocked by network boundaries, VPNs, or internal firewalls. That makes cloud-based integration tricky.
How Tray.ai helps
tray.ai supports secure connectivity to on-premises and hybrid systems through its Universal Connector and configurable HTTP capabilities. Combined with support for token-based and basic authentication, teams can safely bridge internal Remedy instances with cloud-based Slack notifications.
Challenge
Handling Bi-Directional Data Sync Without Creating Loops
When both Slack interactions and Remedy ticket updates can trigger workflows in each other's direction, you can end up with infinite loops — a Remedy status update triggers a Slack message that triggers another Remedy update, and so on.
How Tray.ai helps
tray.ai's workflow logic supports conditional branching, deduplication checks, and source-tagging so teams can tell whether an event was human-initiated or automation-triggered, stopping feedback loops before they start.
Templates
Pre-built workflows for BMC Remedy and Slack you can deploy in minutes.
BMC Remedy P1/P2 Incident → Slack Channel Alert
BMC Remedy 
Slack Watches BMC Remedy for newly created or escalated critical incidents and immediately posts a formatted alert to a designated Slack channel, including severity, impacted service, assigned group, and a direct link to the ticket.
BMC Remedy Change Request → Slack CAB Approval Workflow
BMC Remedy Slack When a change request in BMC Remedy moves to the approval stage, this template sends an interactive Slack message to designated CAB approvers. Their Slack response is captured by tray.ai and the approval decision is written back to the Remedy change record.
BMC Remedy SLA Breach Monitor → Slack Escalation Alert
BMC Remedy Slack Runs on a scheduled interval to identify tickets in BMC Remedy that are nearing or have exceeded their SLA targets, then posts escalation alerts to team leads in Slack with ticket details and time-to-breach information.
Slack Slash Command → BMC Remedy Ticket Creation
BMC Remedy Slack Lets employees create BMC Remedy service requests or incidents directly from Slack using a slash command. tray.ai collects the submitted details, creates the ticket in Remedy, and returns the ticket number and status to the user in Slack.
BMC Remedy Major Incident → Slack War Room Creator
BMC Remedy Slack Automatically provisions a dedicated Slack channel when a major incident is logged in BMC Remedy, invites all relevant resolver groups, pins the incident brief, and threads live status updates from Remedy throughout the incident lifecycle.
Scheduled BMC Remedy ITSM Digest → Slack Morning Briefing
BMC Remedy Slack Runs each morning to pull open incidents, pending changes, and SLA performance metrics from BMC Remedy and posts a formatted daily operations digest to a Slack channel for IT leadership review.
How Tray.ai makes this work
BMC Remedy + Slack runs on the full 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 and Slack — with guardrails, audit, and human-in-the-loop.
Learn more →Agent Gateway for MCP
Expose BMC Remedy + Slack actions as governed MCP tools — observable, rate-limited, authenticated.
Learn more →Ship your BMC Remedy + Slack integration.
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