BMC Remedy + PagerDuty
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.
Why integrate BMC Remedy and PagerDuty?
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.
Automate & integrate BMC Remedy & PagerDuty
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.
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.
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.
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.
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.
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.
Use case
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.
Get started with BMC Remedy & PagerDuty integration today
BMC Remedy & PagerDuty Challenges
What challenges are there when working with BMC Remedy & PagerDuty and how will using Tray.ai help?
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 Can Help:
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 Can Help:
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 Can Help:
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.
Challenge
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 Can Help:
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.
Challenge
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 Can Help:
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.
Start using our pre-built BMC Remedy & PagerDuty templates today
Start from scratch or use one of our pre-built BMC Remedy & PagerDuty templates to quickly solve your most common use cases.
BMC Remedy & PagerDuty Templates
Find pre-built BMC Remedy & PagerDuty solutions for common use cases
Template
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.
Steps:
- Receive PagerDuty incident.trigger webhook event via tray.ai trigger
- Query Remedy CMDB for configuration item matching the affected PagerDuty service
- Map incident severity to Remedy priority and urgency fields
- Create new Remedy incident ticket with CMDB data, description, and PagerDuty incident ID
- Post Remedy ticket number back to PagerDuty incident as a note for cross-reference
Connectors Used: PagerDuty, BMC Remedy
Template
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.
Steps:
- Poll Remedy API or receive webhook for ticket status change events
- Identify the linked PagerDuty incident ID stored on the Remedy ticket
- Map Remedy status values to PagerDuty event actions (acknowledge, resolve, escalate)
- Send PagerDuty Events API call with mapped action and resolution notes if applicable
Connectors Used: BMC Remedy, PagerDuty
Template
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.
Steps:
- Run scheduled tray.ai workflow to query Remedy for tickets with SLA timer below threshold
- Filter for tickets not yet acknowledged or resolved by the assigned group
- Build PagerDuty alert payload including ticket ID, SLA deadline, priority, and assignee
- Trigger PagerDuty incident or add urgency to an existing linked incident
- Update Remedy ticket with escalation timestamp and PagerDuty notification record
Connectors Used: BMC Remedy, PagerDuty
Template
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.
Steps:
- Detect Remedy change request status change to Implementation in Progress via webhook or poll
- Extract affected CIs, scheduled window, change coordinator, and risk level from Remedy
- Create a PagerDuty informational event targeting the relevant service or team
- Include change record ID, window times, and CI list in the PagerDuty alert payload
Connectors Used: BMC Remedy, PagerDuty
Template
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.
Steps:
- Receive PagerDuty incident.resolve webhook event
- Fetch full incident details including log entries, notes, and responding users from PagerDuty API
- Format resolution summary combining timeline and root cause notes
- Update linked Remedy incident ticket with resolution description and close timestamp
- Optionally create a Remedy problem record if the incident matches a known repeat pattern
Connectors Used: PagerDuty, BMC Remedy
Template
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.
Steps:
- Detect new or updated Remedy ticket via webhook or polling trigger
- Extract the affected service or CI group from the Remedy ticket record
- Call PagerDuty oncalls API to retrieve the current on-call user for the matching schedule
- Append on-call name, role, and contact details to the Remedy ticket as a work note
Connectors Used: BMC Remedy, PagerDuty