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What this connector does
Enterprise Manager detects an incident, then an automatic rule or an administrator’s manual action invokes the connector. The connector calls Remedy web services to create or update an incident. Enterprise Manager stores the Remedy ticket number, status and URL with the incident. Depending on the selected XSLT template and rules, clearing or changing the Enterprise Manager incident can resolve, close or reopen the Remedy ticket. Communication can use HTTP or HTTPS, and multiple connector instances can target separate Remedy systems.
It does not install Remedy, AR System, Incident Management or a Remedy mid-tier. Those products must already be deployed and administered using BMC documentation. Oracle lists the connector in its Enterprise Manager connector documentation.
Documented versions and support boundary
| Component | Versions stated by Oracle |
|---|---|
| Remedy Service Desk in ITSM Suite | 7.6.04 SP2, 8.0.x, 8.1.x, 9.0.x and 9.1.x |
| AR Server | Corresponding 7.6.04 SP1, 8.0.x, 8.1.x, 9.0.x and 9.1.x releases |
| Enterprise Manager | 12c Release 1, 12.1.0.1 and later in the historical introduction; the cited PDF targets 13c Release 5 |
These are compatibility statements in Oracle’s documentation, not a 2026 certification. Confirm current Oracle and BMC support, security requirements and connector availability before deploying on newer AR System, Remedy or Enterprise Manager releases. Oracle’s connector introduction describes the documented scope.
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Prerequisites and safety checks
- Remedy Service Desk and Incident Management are installed and configured.
- A supported AR Server and functioning Remedy web services are available.
- A dedicated Remedy account can create, update and query incidents. The guide says its First Name, Last Name and Login ID use the same value; verify that convention against your release rather than copying it blindly.
- My Oracle Support Preferred Credentials are configured in Enterprise Manager.
- Self Update can reach the Enterprise Manager Store, or an approved offline-update process is available.
- You have a nonproduction Remedy environment and backups of affected web services and overlays.
The definition import can overwrite or conflict with existing web services. Treat backup and rollback planning as mandatory, not optional.
Install the connector through Self Update
- In Enterprise Manager, open Setup → Extensibility → Self Update.
- Run Check Updates if the management connector is not listed.
- Select BMC Remedy Service Desk 7.6, choose Download, and select immediate or scheduled download.
- Refresh until the state is Downloaded.
- Select the connector, choose Apply, confirm, and refresh until Applied. Do not continue while the state remains Apply Scheduled; inspect the Enterprise Manager job if it does not progress.
Export and import Remedy customizations
After applying the connector, export its Remedy definition file from Setup → Extensibility → Self Update. Select the management connector, select the Remedy connector, choose Export, copy the generated command and run it from a temporary directory on the OMS host. Log in with EM CLI, for example:
emcli login -user=<EM_Super_Adminstrator> -pass=<PASSWORD>Oracle’s historical example extracts a file with:
unzip *.zip archives/HPD_IncidentInterface_Custom_WS.xmlArchive names and generated commands vary by release; use the values shown by your installation, not the example filename.
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Import in Developer Studio
- Back up existing Remedy web services and review overlays.
- On the
HPD:HelpDeskform, set the defaultStatusvalue to Assigned as directed by the guide. - Import the definition in Remedy Developer Studio and flush the Remedy mid-tier cache.
- Under All Objects → Web Services, locate
HPD_IncidentInterface_Custom_WS. - Verify the WSDL operations
HelpDesk_Query_Service,HelpDesk_Modify_Status_ServiceandHelpDesk_Modify_Service.
If the Remedy 7.6.04 Overlay Feature blocks the import, switch Developer Studio from Best Practice Customization to Base Development, repeat the import and verify the operations again.
Publish and validate the WSDL
For HPD_IncidentInterface_Create_WS and HPD_IncidentInterface_Custom_WS, open WSDL Publishing Location. Correct midtier_server, the Remedy servername after public/, and the port when it is not 80. Select View and confirm that XML/WSDL content is returned. If it is blank or errors, check hostname, port, server name, domain suffix, network reachability and HTTP-versus-HTTPS exposure from the OMS host.
Create and configure a connector instance
- Sign in as a Super Administrator and open Setup → Extensibility → Management Connectors.
- Create a BMC Remedy Service Desk connector instance with a distinct name.
- On General, enter deployment-specific endpoints for
createTicket,updateTicketandgetTicket, plus the Remedy credentials, any authentication string, locale and AR System time zone. - Supply a valid existing ticket number for the configuration test. Endpoint URLs are determined by the Remedy mid-tier, AR Server, WSDL publication, port, proxy and load balancer; there is no universal URL.
- Save and test. A valid endpoint and ticket returns
Connection test succeeded. The configuration was saved.An invalid ticket can returnConnection test failed. The configuration was saved.Missing values produceMissing mandatory field(s) - <actual field name>. - Ensure the instance is enabled. A disabled connector is marked with a red cross and cannot create tickets.
Web Console and HTTPS
To make Enterprise Manager links open Remedy, enable the web console and set HelpDesk Case Form Name, Web Server and ARServer Name. Oracle identifies HPD:IncidentInterface as the default form; for AR Server 8.0.x and 8.1.x it recommends HPD%3AHelp+Desk/Best+Practice+View. Test a real generated link, including URL encoding and authentication.
For production, prefer HTTPS and install the Remedy mid-tier certificate chain—including intermediates—in the trust configuration used by the OMS. Check certificate-name matching, proxy or load-balancer termination, renewal procedures and connectivity from the OMS host. Use certificate commands and keystore paths from the matching Enterprise Manager release documentation.
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Grace period, retry and ticket templates
Grace period and retry are disabled by default and are configured in hours using integer values. A grace period can suppress tickets from transient or flapping alerts but delays notification. Retry can recover from temporary web-service failures; design correlation and rules carefully because repeated requests can otherwise create confusing duplicate operations.
Ticket content is controlled by XSLT templates, not just by the connector screen. The default files are:
Remedy_DefaultCategory_AutoResolve.xslRemedy_DefaultCategory_AutoClose.xslRemedy_DefaultCategory.xsl
They map Company, summary, notes, impact, urgency, categorization, resolution text and Enterprise Manager metadata. Their lifecycle behavior is template-dependent. The examples map fatal severity to extensive or widespread impact, critical severity to significant or large impact, and other values to moderate or limited impact.
To customize, copy a default template, edit the copy, register it as a new template and associate it with an event or incident rule. Version-control the file and test Company, categorization, assignment, impact, urgency and closure fields; an API-successful ticket can still contain incorrect data.
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Automatic and manual ticketing
Automatic workflow
- Create an Enterprise Manager event or incident rule.
- Define the severity, priority or other condition.
- Select the intended Remedy connector instance and registered template.
- Enable the rule.
- Generate a controlled test incident and verify the Remedy ticket and Enterprise Manager tracking fields.
An existing active ticket may be updated instead of creating another, but rule design and correlation must be tested in your environment.
Manual workflow
- Open an Enterprise Manager incident and choose the ticket-creation action.
- Select the Remedy connector type and instance.
- Select a registered template and submit.
- Confirm the returned ticket number and URL in both systems.
Troubleshooting by symptom
Connector missing from Self Update
Verify My Oracle Support credentials, run Check Updates, inspect Self Update jobs, use offline update when required and confirm that the connector is appropriate for the installed Enterprise Manager release.
WSDL or connection test fails
Check the published endpoint, DNS and network path from the OMS, certificate trust, credentials, Remedy permissions and a valid test ticket number. Then review locale, time-zone and AR Server/mid-tier compatibility.
Operations are absent after import
Flush the mid-tier cache, confirm HPD_IncidentInterface_Custom_WS, inspect its WSDL ports, retry in Base Development mode if the Overlay Feature interfered, and verify the operations.
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Check the selected template, Company and categorization mappings, overlapping rules, multiple connector instances, retry settings, auto-close or auto-resolve behavior, reopened incidents, and simultaneous manual and automatic ticketing.
Existing Remedy behavior was damaged
Use the pre-import backup. Oracle’s rollback procedure removes HPD_IncidentInterface_Custom_WS and restores backed-up object definitions. Do not improvise a production rollback without those backups.
Is this connector still appropriate?
The PDF is dated May 2022 and describes a legacy, release-specific stack: old Enterprise Manager menus, AR Server versions, Developer Studio customization modes, SOAP-style web services and XSLT templates. Before adoption in 2026, verify entitlement and support with Oracle and BMC, review TLS and certificate requirements, test upgrades and confirm that the connector is still obtainable through Self Update. If the organization is moving to BMC Helix or needs an API-first integration layer, evaluate a supported integration service or migration project rather than assuming this historical connector is a long-term replacement.
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