-by Joe Goldberg, Lead Technical Marketing Consultant, Control-M Solutions Marketing, BMC Software Inc.


One of the characteristics of a true workload automation solution is integrated incident management. Automated incident creation is mandatory for many industries subject to regulatory controls and almost every enterprise today depends on incident management to ensure problems are recorded, tracked, routed to the correct party for analysis and eventually resolved.


BMC Control-M offers a variety of methods to interface with incident management systems including SNMP Traps, email, command line interfaces, incident forwarding to event management systems and built in support for BMC Remedy via its standard API.


It is this last option I want to discuss here.


There are two possible points within Control-M where incidents can originate; job post processing defined on the Steps tab of any job and SLA event processing defined on the BIM tab of a “Control-M BIM” job.


To enable this processing, Control-M requires only a few pieces of information:

  • The name of the AR Server hosting Remedy Service Desk
  • The port on which AR Server is listening
  • A User ID and password (this is encrypted)



You may be asking at this point how does this relate to a SaaS offering?


Well, as it turns out Remedy OnDemand uses the same technology as Remedy On Premise. This means the built-in Remedy support Control-M provides works equally well for both flavors of Remedy.


This should be comforting news for every Remedy customer because many Remedy OnDemand users also have some Remedy on premise too. This also enables a migration path or supports coexistence of these two deployment models for Remedy Service Desk.


There is a minor consideration that needs to be addressed and that is the network connection between your enterprise and the Remedy OnDemand instance you are using. This is required but is a minor technical task.


In addition to “just” creating incidents, Control-M can be configured to connect alerts to incidents in a variety of bi-directional relationships. In addition to the “SEPARATE_CLOSE_HANDLE” default option, you can instead choose:

  • HANDLE_ON_CLOSE: Handle the Control-M Alert when the Remedy Incident is resolved or closed
  • CLOSE_ON_HANDLE: Close or resolve the Incident when the Alert is closed
  • BIDIRECTIONAL_CLOSE_HANDLE: Combine the above so that either close/resolving the incident or handling the alert will take care of the other



Adoption of SaaS solutions is growing rapidly. Control-M support for both flavors of Remedy deployment means you can make your choice based on your organizational requirements without compromising the level of automation in handling your workload incidents.


The postings in this blog are my own and do not necessarily represent the opinions or positions of BMC Software