BMC Helix Remedyforce is comprehensive IT service management that easily scales and adapts to the needs of mid-size companies. Built on Salesforce cloud, it allows you to seamlessly combine IT operations management (ITOM) and cognitive capabilities to ensure the business is efficient, compliant, and secure.
AlertOps’ alert management system can be integrated with RemedyForce Incidents to receive and respond to all (predefined status mappings) case alerts through email, SMS, push notification or phone alerts. AlertOps would ensure that the alert/case status would reach the appropriate team by using proper workflows, escalation policies and schedules. Based on your ruleset, incidents can be automatically opened and closed, depending on whether RemedyForce reports an opening, update or close of a case.
The above scenario and scope for integration is due to the fact that AlertOps has a very flexible and simple API/Webhook configuration feature that can be leveraged with RemedyForce ‘s remote trigger capabilities.
You can send alerts from RemedyForce to AlertOps.
- AlertOps will automatically create an incident when a new alert is received from RemedyForce when the statusid field contains “OPENED”.
- If an alert with status “OPENED” matches an existing Open Alert, AlertOps will recognize the new alert as a duplicate and ignore the alert.
- The alert will be recorded in the Inbound Messages table as “Mapped Appended.”
- AlertOps will automatically close the same incident when an alert with statusid contains “RESOLVED/CLOSED/COMPLETED/RESOLVED/NO CONTACT”
These are examples of just some of the things you can do with BMC RemedyForce and AlertOps.