BMC Remedy 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 process 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.
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.
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.
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.
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.
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.
Use case
Cross-Platform Problem Management and Root Cause Correlation
Problem records in Remedy often require correlating incidents from multiple sources to identify root causes — which is tedious to do manually. tray.ai aggregates related incident data from Remedy, application performance monitoring tools, and log management platforms, then automatically links them to a parent Problem record and notifies the assigned problem manager. Root cause analysis moves faster when the data's already assembled.
Build BMC Remedy Agents
Give agents secure and governed access to BMC Remedy through Agent Builder and Agent Gateway for MCP.
Data Source
Retrieve Incident Details
Fetch 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.
Data Source
Query Work Orders
Pull 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.
Data Source
Look Up Configuration Items
Search 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.
Data Source
Fetch Problem Records
Retrieve 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.
Data Source
Search Change Requests
Query 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.
Data Source
Look Up User and Support Group Info
Retrieve 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.
Agent Tool
Create Incident Ticket
Open 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.
Agent Tool
Update Incident Status and Fields
Modify incident records to reflect new status, resolution notes, priority changes, or reassignments. An agent can keep tickets accurate as conditions change across integrated systems.
Agent Tool
Create or Update Problem Records
Log 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.
Agent Tool
Submit Change Requests
Create 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.
Agent Tool
Add Work Log Entries
Append 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.
Agent Tool
Assign or Reassign Tickets
Update 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.
Agent Tool
Close or Resolve Tickets
Mark 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.
Get started with our BMC Remedy connector today
If you would like to get started with the tray.ai BMC Remedy connector today then speak to one of our team.
BMC Remedy Challenges
What challenges are there when working with BMC Remedy and how will using Tray.ai help?
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 Can Help:
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 Can Help:
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 Can Help:
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.
Challenge
Keeping Integrations Alive Across Remedy Upgrades
BMC Remedy version upgrades can change API endpoints, authentication mechanisms, or form structures. Organizations that have built point-to-point integrations often face complete failures after an upgrade, then spend weeks re-engineering what used to work.
How Tray.ai Can Help:
tray.ai maintains and updates the Remedy connector as the API evolves, so your internal teams aren't stuck tracking API changes themselves. Because workflow logic is decoupled from the connector layer, most upgrade impacts are handled at the connector level without touching the business logic of individual automations.
Challenge
Lack of Visibility Into Cross-System Workflow Status
When a Remedy ticket is part of a larger automated workflow spanning Jira, Slack, an HRIS, and monitoring tools, tracing the current state of a request — or figuring out why an automation failed — gets messy fast. Without centralized observability, support teams spend significant time manually investigating what happened at each step.
How Tray.ai Can Help:
tray.ai provides full execution logs and step-by-step run history for every workflow, making it straightforward to see exactly what data was sent to Remedy, what response came back, and where a failure occurred. Teams can configure error handling paths and alerting within the workflow itself so failures surface immediately rather than days later.
Talk to our team to learn how to connect BMC Remedy with your stack
Find the tray.ai connector with one of the 700+ other connectors in the tray.ai connector library to integrate your stack.
Integrate BMC Remedy With Your Stack
The Tray.ai connector library can help you integrate BMC Remedy with the rest of your stack. See what Tray.ai can help you integrate BMC Remedy with.
+PagerDuty & BMC Remedy
Learn how to integrate PagerDuty and BMC Remedy together
+Servicenow & BMC Remedy
Learn how to integrate Servicenow and BMC Remedy together
+Slack & BMC Remedy
Learn how to integrate Slack and BMC Remedy together
+Jira & BMC Remedy
Learn how to integrate Jira and BMC Remedy together
Start using our pre-built BMC Remedy templates today
Start from scratch or use one of our pre-built BMC Remedy templates to quickly solve your most common use cases.
Template
PagerDuty Alert to Remedy Incident Auto-Creation
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.
Steps:
- Receive PagerDuty webhook trigger when a new alert is fired
- Map PagerDuty severity, service name, and description to corresponding Remedy incident fields
- Create the incident in BMC Remedy with correct priority, assignment group, and categorization
- Post a Slack message to the relevant on-call channel with the new Remedy ticket ID and link
Connectors Used: PagerDuty, BMC Remedy, Slack
Template
Remedy Incident to Jira Issue Bi-Directional Sync
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.
Steps:
- Trigger on new or updated Remedy incident that has a linked Jira issue ID in a custom field
- Fetch the current Jira issue status and compare it to the Remedy ticket status
- Push status updates, new comments, or resolution notes from Remedy to the Jira issue
- Reverse-trigger: when the Jira issue is closed, update the linked Remedy ticket to resolved
Connectors Used: BMC Remedy, Jira
Template
Workday New Hire to Remedy Onboarding Service Request
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.
Steps:
- Trigger when a new active employee record is created in Workday
- Extract employee name, department, start date, manager, and location from Workday
- Create a service request in Remedy using a predefined onboarding template with auto-populated fields
- Post a notification to the IT service desk Teams channel with ticket details and start date
Connectors Used: Workday REST, BMC Remedy, Microsoft Teams
Template
Remedy SLA Breach Early Warning and Escalation
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.
Steps:
- Run on a scheduled interval to query Remedy for open tickets with SLA due times within a configurable warning window
- Evaluate each ticket's current assignee workload and SLA risk level
- Send a Slack direct message to the assignee and their team lead for tickets within the warning threshold
- Auto-reassign and send email notification for any tickets that have already breached SLA
Connectors Used: BMC Remedy, Slack, SendGrid
Template
Datadog Anomaly Alert to Remedy Problem Record
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.
Steps:
- Receive Datadog webhook when an anomaly monitor triggers repeatedly within a defined time window
- Search Remedy for existing open incidents matching the affected service or CI
- Create a new Problem record in Remedy and link all matching incidents to it
- Notify the problem management team in Slack with a summary and direct link to the Problem record
Connectors Used: Datadog, BMC Remedy, Slack
Template
Remedy Change Request Approval via 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.
Steps:
- Trigger when a Remedy change request moves to Pending Approval status
- Look up the designated approver's Slack user ID from a mapped directory or LDAP
- Send an interactive Slack message to the approver with Approve and Reject buttons and change details
- Capture the response and update the Remedy change record status accordingly, logging the approver name and timestamp
Connectors Used: BMC Remedy, Slack