Cisco Cisco Process Orchestrator 3.1 User Guide

The Cisco Remedy Adapter provides activities for automating tasks on Cisco Remedy instances. Typical 
Remedy command activities include:

Creating an entry in any Remedy form.

Initiating an incident request review. These reviews can be performed periodically to analyze 
incident request information and identify potential problems.

Remedy defines an incident as an event that is not part of the standard operation of a service and 
that causes an interruption to or a reduction in the quality of that service.

Incident management is typically initiated in response to a customer call or automated event, such 
as an alert from a monitoring system. The primary goal of the incident management process is to 
restore normal service operation as quickly as possible with minimum disruption.

Creating a relationship between an incident request and a problem (Remedy does this automatically 
when a problem investigation is created from an incident request).

Adding a new Work Info entry, such as files and customer email messages, to an existing Remedy 
property. Use this activity to add general notes about the current record, such as the date a particular 
configuration item was deployed, or vendor-related notes, such as a bulletin sent from a vendor.

All Cisco Process Orchestrator Remedy activities are based on forms that can be customized by the user. 
This can cause a misunderstanding as to whether the fields on the forms are required or optional.

The following table displays activities that are provided by the BMC Remedy adapter. For more 
information about using these activities, see 

. 

Create Remedy Entry

Create an entry in any Remedy form.

See 

Create Remedy Incident

Create an incident on a Remedy server using selected properties.

See 

.

Create Remedy Relationship

Configure a relationship between incidents and configuration items.

See 

Create Remedy Work Info

Add a new Work Info entry to an existing Remedy property. 

See 

Delete Remedy Entry

Remove entries, such as relationships, work log entries, or custom 
entries from a Remedy item.

See 

Find Remedy Objects

Query objects, configuration items, and other assets to create 
relationships. It can also be used to find any entry on a Remedy server.

See