PATROL® Integration for Remedy AR
System – Enterprise Edition
- Data Sheet
PATROL® Integration for Remedy AR
System – Enterprise Edition
PATROL® by BMC Software
Key features
- Enhances the effectiveness of Remedy AR System by providing access to PATROL Enterprise Manager automation
- Opens and tracks trouble tickets instantly in Remedy AR System for any or all incoming alerts from the PATROL Enterprise Manager
- Updates alerts automatically in PATROL Enterprise Manager Active Alert Display with changes made in the Remedy AR System forms
- Synchronizes alerts in the Active Alert Display in PATROL Enterprise Manager with appropriate trouble tickets in the Remedy AR System
- Launches the Remedy AR System client application from the PATROL Enterprise Manager desktop, with parameters extracted from the selected alert
Business challenge
Like many organizations within a company, the Help Desk center faces a number of challenges. The environment for which they are responsible is growing in size and complexity. Help desk staff face more demanding service-level agreements (SLAs) as the number of mission-critical applications and systems in their environment increases; yet the help desk center is often understaffed. Though there are help desk applications to track trouble tickets, the staff needs additional data to meet their SLAs, to ensure they are tracking all the system problems in one central location. They need all relevant information to solve the system problems being reported.
Meanwhile the operations center has implemented PATROL Enterprise Manager in order to manage the enterprise. The information that PATROL Enterprise Manager collects on the environment is critical to address the issues that the help desk center faces. The information PATROL Enterprise Manager collects can not only help to identify problems before they are reported by users, but also enable proactive management of situations before they become critical and impact their internal customers. In addition, for true systems management the operations center needs to get data from several difference sources, including the help desk application.
The challenge is how to share the valuable data that PATROL Enterprise Manager and the help desk application collect between the two tools.
BMC Software solution
The PATROL Integration for Remedy AR System – Enterprise Edition product from BMC Software provides tight integration between PATROL Enterprise Manager, the industry-leading enterprise management solution, and Remedy AR System help desk applications. It enables PATROL Enterprise Manager and Remedy AR System to share full event information.
- PATROL Enterprise Manager menu – for creating an entry in Remedy AR System, closing an alert, or launching the Remedy AR
System console.
How it works
The user selects an alert from PATROL Explorer or from the PATROL Enterprise Manager Active Alert Display (AAD), and then selects the User Initiated AO (Automatic Operations) menu item. An option is provided to create a new trouble ticket entry in the Remedy AR System database.
If the update feature is enabled, the updates are reflected in the Remedy AR System database when a PATROL Enterprise Manager operator adds a comment to a trouble ticket or closes it. In addition, when a Remedy AR System user makes updates to the trouble ticket, those updates are reflected in the corresponding PATROL Enterprise Manager alert comment/status field.
Any or all of the fields contained in any form may be updated via a configuration file. By modifying the configuration file, the user has direct control over exactly which form on Remedy AR System is updated and what fields are populated with data from PATROL Enterprise Manager. All of the required information is kept in the configuration file.
The user also has the ability to launch the Remedy AR System client application from the PATROL Enterprise Manager desktop or from PATROL Explorer.