# Connect BMC Remedy to Slack > Get ITSM alerts, ticket updates, and incident notifications into the Slack channels your teams actually work in. **Canonical page:** https://tray.ai/connectors/bmc-remedy-slack-integrations/ **BMC Remedy connector:** https://tray.ai/connectors/bmc-remedy-integrations/ **BMC Remedy documentation:** https://tray.ai/documentation/connectors/service/bmc-remedy **Slack connector:** https://tray.ai/connectors/slack-integrations/ **Slack documentation:** https://tray.ai/documentation/connectors/service/slack ## Overview 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. ## Use cases ### 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 ### 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 ### 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 ### 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 ### 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 ### 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 ### Major Incident War Room Automation When a P1 or P2 incident is created in BMC Remedy, tray.ai automatically creates a dedicated Slack channel, invites the relevant resolver groups and stakeholders, and posts the incident details as a pinned message. Updates from Remedy are automatically threaded into the channel throughout the incident lifecycle. - Spin up a focused incident response channel in seconds - Give all responders immediate context with pinned incident details - Keep the war room in sync with live Remedy updates throughout resolution ## Templates ### BMC Remedy P1/P2 Incident → Slack Channel Alert 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. Connectors used: BMC Remedy, Slack ### BMC Remedy Change Request → Slack CAB Approval Workflow 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. Connectors used: BMC Remedy, Slack ### BMC Remedy SLA Breach Monitor → Slack Escalation Alert 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. Connectors used: BMC Remedy, Slack ### Slack Slash Command → BMC Remedy Ticket Creation 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. Connectors used: BMC Remedy, Slack ### BMC Remedy Major Incident → Slack War Room Creator 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. Connectors used: BMC Remedy, Slack ### Scheduled BMC Remedy ITSM Digest → Slack Morning Briefing 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. Connectors used: BMC Remedy, Slack ## Challenges Tray.ai solves ### 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. ### 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. ### 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. ### Routing Alerts to the Right Slack Channel Based on Remedy Metadata Large IT organizations may have dozens of Slack channels for different service towers, support tiers, or regions. Sending all Remedy alerts to a single channel creates noise and buries the signal for responders. **How Tray.ai helps:** tray.ai's conditional logic and lookup capabilities let teams dynamically pick the correct Slack channel at runtime based on Remedy ticket attributes like assignment group, support tier, category, or region — so alerts reach the right people instead of everyone. ### Keeping Slack-Initiated Tickets Compliant with Remedy Data Requirements BMC Remedy often enforces mandatory fields, picklist values, and categorization structures that employees creating tickets via Slack won't know about. Incomplete or incorrectly formatted submissions can cause ticket creation to fail silently or produce malformed records. **How Tray.ai helps:** tray.ai lets teams build guided Slack modals with pre-populated dropdowns and validation logic that mirror Remedy's field requirements. Before calling the Remedy API, the workflow validates inputs, prompts users for anything missing, and handles errors gracefully — so every Slack-originated ticket meets ITSM data quality standards. ## 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/