R2F and Ticket Management Service Adapter for Remedy (SX - BMC Remedy)

Request to Fulfill Use Case

A Request to Fulfill scenario consists of catalog aggregation and fulfillment. During aggregation, the administrator aggregates offerings from Remedy into the HP Propel catalog.

In the Catalog Connect user interface (UI), the administrator can create an aggregation for a specific Remedy server. Although the administrator can aggregate all service catalog items into Propel, it is recommended that only offerings that will be exposed in the HP Propel Portal be aggregated into Propel. The administrator can define a filter as described in the Web UI Help when creating an aggregation to limit Remedy catalog items aggregated into HP Propel.

Once service catalog items are aggregated, the catalog administrator can manage them. The administrator can manage basic information (for example, add an icon, picture, or additional information such as pricing). The administrator exposes a catalog item to the end user by publishing it to a catalog.

The end user can browse catalog items (offerings) in the HP Propel Portal and order Remedy items from the Portal. Once Propel order approval is complete, the fulfillment request is sent to Remedy. Service Exchange listens for the changes in Remedy and propagates them back into HP Propel. If the approval is defined in Remedy, then the approver can approve the request using the HP Propel Portal.

If the fulfillment completes, the end user is notified in the HP Propel Portal.

Integration is implemented using a customized Remedy SOAP API. The API is used for listing catalog items and getting their details (that is, for aggregation), and for sharing order execution and status notification (that is, for the fulfillment).

Support Request Use Case

The support request scenario allows the end user to create a support request (incident in Remedy) using the HP Propel Portal.

To find specific support information, the end user briefly describes the problem. HP Propel displays the most strongly related knowledge information. If this does not help resolve the issue, the user can submit a ticket and describe the issue in free-form text.

The end user can also list and browse their support requests, view request details, add comments to a request, and close them. All actions are propagated into Remedy.

Integration is implemented using Remedy SOAP API.