BMC Remedy + Slack
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.
Why integrate BMC Remedy and Slack?
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.
Automate & integrate BMC Remedy & Slack
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.
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.
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.
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.
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.
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.
Use case
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.
Get started with BMC Remedy & Slack integration today
BMC Remedy & Slack Challenges
What challenges are there when working with BMC Remedy & Slack and how will using Tray.ai help?
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 Can Help:
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 Can Help:
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 Can Help:
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.
Challenge
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 Can Help:
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.
Challenge
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 Can Help:
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.
Start using our pre-built BMC Remedy & Slack templates today
Start from scratch or use one of our pre-built BMC Remedy & Slack templates to quickly solve your most common use cases.
BMC Remedy & Slack Templates
Find pre-built BMC Remedy & Slack solutions for common use cases
Template
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.
Steps:
- Trigger on new or updated incident in BMC Remedy where priority equals P1 or P2
- Extract incident details including ID, description, priority, CI, and assignee group
- Post formatted Slack message to the configured incident channel with all incident metadata and a Remedy deep link
Connectors Used: BMC Remedy, Slack
Template
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.
Steps:
- Trigger when a BMC Remedy change request status transitions to 'Request for Authorization'
- Send an interactive Slack message to CAB approvers containing change summary, risk level, and implementation window with Approve/Reject buttons
- Capture approver response from Slack and update the change record in BMC Remedy with decision and approver name
Connectors Used: BMC Remedy, Slack
Template
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.
Steps:
- Run scheduled query against BMC Remedy to retrieve open tickets where SLA remaining time falls below a defined threshold
- Format a Slack alert per ticket with priority, assignee, SLA deadline, and elapsed time
- Post alerts to the responsible team's Slack channel, tagging the assignee and their manager
Connectors Used: BMC Remedy, Slack
Template
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.
Steps:
- Listen for a configured Slack slash command submission containing issue description, urgency, and contact details
- Map submitted values to the appropriate BMC Remedy incident or service request fields and create the ticket via API
- Post a confirmation message back to the Slack user with the new ticket ID and a direct link to the Remedy portal
Connectors Used: BMC Remedy, Slack
Template
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.
Steps:
- Trigger on new BMC Remedy incident with priority P1 or a defined major incident flag set to true
- Create a new Slack channel named with the incident ID, invite resolver groups and stakeholders, and post the full incident brief as a pinned message
- Poll BMC Remedy for updates at regular intervals and thread new status changes, notes, and resolution details into the Slack channel automatically
Connectors Used: BMC Remedy, Slack
Template
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.
Steps:
- Trigger on a configured daily schedule and query BMC Remedy for open incidents by priority, pending change requests, and SLA compliance rate
- Aggregate results and format a structured Slack Block Kit message with counts, key metrics, and highlighted at-risk items
- Post the digest to the designated Slack channel for IT operations and leadership visibility
Connectors Used: BMC Remedy, Slack