10 Replies Latest reply on Feb 26, 2019 12:12 PM by Marie Johnson

    Remedy integration issue

    Dhushanth Ganesan
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      We are integrating Remedy with a external tool. So whenever a user send an email to Service Desk that tool automatically converts that email as incident. The tool picks up the user name in AD and pass the value to Remedy. But user name in AD is not as same as Remedy user profile. For many users middle name is mismatching. Due to this Remedy throws the below error.

      “The contact for the creation of an Incident cannot be found, please verify the contact information and try again”

       

      So can we auto populate customer field in incident form based on Email id.

        • 1. Re: Remedy integration issue
          Marie Johnson

          So the remedy email engine does what you are asking automatically.  I don’t understand what the purpose of another tool is for?   Remedy just matches the inbound email and submits based on that.

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          • 2. Re: Remedy integration issue
            Suyog Aptikar

            Hi,

             

            If it is possible you may use dedicated login id for creating ticket, that might help fix this.

            Also for whichever transaction you are getting error can you check if there are two record with same First Name and Last Name.

            I have seen it in another interface(not via e-mail) where if there was two user with same first name and last name then it was giving error.

            Also have you analyzed logs, if not kindly capture server side API+SQL+ Filter logs to verify where exactly error is coming.

            • 3. Re: Remedy integration issue
              Danny Kellett

              Hi,

               

              If you are using RBE then the email address that you are sending it from, should match the CTM:People record to find the user (Assuming you are using ITSM).

               

              A good read is this: https://communities.bmc.com/community/bmcdn/bmc_it_service_support/blog/2013/07/24/the-pulse-what-s-trending-in-remedy-itsm-email-engine-rules

               

              And this will insert that user as the Customer.

               

              Regards

              Danny

               

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              • 4. Re: Remedy integration issue
                Dhushanth Ganesan

                Hi Suyog,

                 

                Issue due to name mismatch in the customer field. Because That tool picks up the mandatory fields from AD account and pass those value in Incident interface form. So, for many users middle name in missing in Remedy but it was present in AD. That is the problem. Instead of passing first name and last name, can't we auto populate name based on email id in interface form?

                • 5. Re: Remedy integration issue
                  Danny Kellett

                  >>>mandatory fields from AD account and pass those value in Incident interface form

                  Sorry what am I missing here? Why is the integration getting anything direct from the AD?

                   

                  Surely the integration should be between your AD and CTM:People and then let the rest of ITSM use CTM:PEople for the correct data?

                  • 6. Re: Remedy integration issue
                    Stefan Hall

                    Hi Dhushanth,

                    a normal pop3/imap integration works fine and solves your problem ootb. Your customers are in AD but use e-mail addresses for e-mail. These are surely also included in Remedy (ctm:people), otherwise you wouldn't be able to send e-mails.

                    Let the AR server / email engine do the work for you. The email addresses match.

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                    • 7. Re: Remedy integration issue
                      Marie Johnson

                      I’m completely confused as to what you are doing, so if this doesn’t solve your issue please provide some details as to your desired outcome and your challenges.  for 20 years people have created incidents from email (most dont do this any longer because email is old technology) without any 3rd party tools; it works OOTB as Stefan Hall stated.  The email address that is the from or sender is matched to the email in the CMT:people and the rule for incident uses the standard off the shelf workflow that will automatically populate the incident with the people data from the matching (by the email address) cmt:people record.  There is nothing in this regarding AD, as remedy doesn’t go out to AD to create an incident.Configuring the Email Rule Engine - Documentation for BMC Service Desk 9.1 - BMC Documentation

                       

                       

                      architecturally, you can use AD to import people records through an integration.  This integration (use of inbound email) would require you to populate the email address on the form if you are going to use inbound email.  The first, last, middle, and full name do not matter to incident as long as it finds a match.  Incident off the shelf matches people by several cmt:people attributes.  Now when you do an integration to incident, there is an interface form that pushes the information to incident and then does the match by email. It populates the incident record by what it finds on the matching record in cmt:people.  To understand the oof the shelf workflow click here:  Record creation and updates by email - Documentation for BMC Service Desk 9.1 - BMC Documentation

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                      • 8. Re: Remedy integration issue
                        Carl Wilson

                        Hi,

                        if you are using the incident interface form [HPD:IncidentInterface_Create] directly from your external tool, then unfortunately not.

                        The First/Last Name fields are mandatory on the form when integrating/submitting a request, the additional information passed e.g. Middle Name, Email Address, LoginId, etc are used to uniquely identify the user.

                        Actually passing in the middle name to Remedy from the external tool is good practise as in big organisations many people have the same name, so the additional information will help find the correct person.

                        You could however "modify" the workflow on the HPD:IncidentInterface_Create form to lookup the person details in Remedy when an email address is present as opposed to using the First/Last Name combination.  Should be a simple Filter in the correct running order to perform the lookup and bypass the OOB population of the Person (remembering here, in the later versions the person lookup changed and performs a service call - so inserting your workflow in the correct place is key).

                         

                        Cheers

                        Carl

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                        • 9. Re: Remedy integration issue
                          Carl Wilson

                          Hi,

                          as Danny mentions, there should be a "sync" of the details in Remedy from your AD (good practise) to ensure the same details.

                           

                          Cheers

                          Carl

                          • 10. Re: Remedy integration issue
                            Marie Johnson

                            Dhushanth

                             

                            as you can read here, there are a lot of people starting out their replies with “if”.  We are pointing you to many different things because we don’t know what you are doing exactly.   Maybe everything is working as it should and your issue is the email is on multiple records (not unique) or it doesn’t exist at all (no match)?  It would help you get a solution that fits, if you could tell us what you are using and the workflow that is in place.  What form are you using? What does your rules look like? What tool is the people data loaded with? Is remedy setup with multiple tenants?  Are you using BMC Software ITSM or some third party Incident? Do you have a cmt:people form or maybe you’re on a really old version and have a shr:people form?  What version are you working with?

                             

                            so let’s step back.  error 48225 throws the contact not found because something you are sending isn’t complete and cannot be matched to the people record.  I don’t know what this third party tool is but if it were doing web services, the issue would be with the account sending the web services. Are you using a template?  many times we will see this in multi-tenant where that ID doesn’t have permissions (may be different company).  With email, it is the internal ID doing the creation so we need to understand your workflow to help you.

                             

                            as several stated the email engine to create an incident works ootb we just need to understand what has been done to help you.

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