Were you able to find a way to do this? If not, I would recommend opening at ticket with BMC Support for assistance specific to your environment and monitoring needs.
have you got an resolution for that?
what is used to communicate between Truesight and Remedy? E-mail or web service, perhaps? If it is the former, and Truesight can provide incident number, simply define Use Case rule for adding work info using RBE:Console in Remedy (similarly to how customer's response is added in other use case rules); if it cannot provide incident number, but message is structured in a manner which allows comparison to active incidents, filter could be inserted into workflow triggered on form RBE:Message when 'z1D Action' = "EVALUATE" in the event of Modify to obtain incident number and use it in processing of message (e. g. incident number could be prepended or appended to Subject).
HI we don't use Email or Webservices. We use the BSR 3.5. You can say which Fields are update fields, but when I added the repeat count field, then we have much more inputs in the activity log in Remedy, for example "ticket was assigned" but that is not recommend.
Integrating - Documentation for BMC Service Resolution 3.5 - BMC Documentation suggests that Truesight communicates with Remedy using web service and three operations (Create_Incident, Add_WorkInfo, and Process_Event); if you're using Process_Event to update incidents, would it be possible to replace it with Add_WorkInfo in specific instances? (It wouldn't be able to change Impact, Urgency, Status or Status Reason, but unless I'm reading it incorrectly, it should produce just one update per event.)