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URL: https://blogs.mulesoft.com/dev-guides/how-to-tutorials/connect-to-remedy-action-request-rest-api/
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Home > Dev guides > How to tutorials > How to connect to Remedy Action Request
using REST API
How to tutorials


HOW TO CONNECT TO REMEDY ACTION REQUEST USING REST API

Srini Rangaswamy
April 22, 2020
| 11 mins read

SHARE POST

 * 
 * 
 * 

Reading Time: 11 minutes

Enterprises use one or more service management applications to manage
business-critical workflows and often synchronize workflow information, such as
tickets or tasks, to adjacent applications like Salesforce, JIRA, etc. In some
cases, enterprises choose to expose a subset of the information externally for
partner consumption. BMC Remedy Action Request (AR) System is a popular service
management application that MuleSoft offers an out-of-the-box connector for,
using the Remedy AR Java API for accessing various modules and forms. Check out
the documentation for Remedy AR connector prerequisites and configuration
details.

While the out-of-the-box connector uses Remedy Java API, there are situations
where connecting via REST API is preferred. In this article, we will explore how
to use Remedy REST APIs to perform CRUD operations on Incident, Task, and
WorkInfo forms. You’ll learn how to build a System API for Remedy AR by defining
endpoints in RAML API specification and implementing the API in a Mule
application.

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We’ll start with a brief overview of the Remedy Action Request System and then
walk-through the API implementation to connect and access key Remedy records
like Incident, Task, and WorkInfo. The article uses Remedy AR Version 19.x and
Anypoint Studio 7.4.2.


REMEDY ACTION REQUEST (AR) SYSTEM OVERVIEW

BMC Remedy Action Request (AR) System is a business automation solution that
enables the tracking of critical enterprise processes. The system allows
non-programmers to build workflow applications using its Developer Studio. One
of the common use cases is the automation of internal service desk (e.g. IT
Service management) processes and workflows. Refer to BMC Remedy documentation
for more information.

Remedy AR system uses forms to capture and display information. The fields in
the form represent a record which is stored in a database table. The system
comes with a number of pre-built forms under different modules. Sample forms
include HPD:IncidentInterface (Incident form under Help Desk), TMS:Task (Task
under Task Management System). Below is a screenshot of the Remedy Dashboard
listing Tasks and Incidents.

Screenshot 1. Remedy Dashboard

In a service management scenario, typically Incident is at the top level,
representing an issue or a ticket (e.g. unable to login into Loan application)
followed by Tasks (e.g. confirm access level) under the Incident, followed by
WorkInfo to track work history (e.g. called customer for Org ID to confirm
access) at the Task level. See screenshot below for Remedy Incident form and
related Task and Work Information.

Screenshot 2. Remedy Incident form


SETTING UP REMEDY AR SYSTEM API


STEP 1: DOWNLOAD THE REMEDY AR SYSTEM API 

Access remedy-ar-sapi project from Github and import into Anypoint Studio.
Import the Postman collection for API testing.


STEP 2: CONFIGURATION

Update the Remedy host name, port, and login credentials in config.yaml.

Screenshot 3. Remedy server configuration in Anypoint Studio


STEP 3: GET REMEDY API AUTHENTICATION TOKEN

Remedy REST API requires an authorization header with the API token in every
request. The flow in the following screenshot calls Remedy with the login
credentials to request an API token and stores in an ObjectStore to be used in
subsequent calls. The scheduler is configured to run at the start of the
application and refreshes the token every 59 minutes since it expires every hour
(default value). Change the scheduler frequency appropriately.

Screenshot 4. Mule flow to get Remedy API authentication token


ACCESSING AND UPDATING REMEDY AR FORMS

In this section, we will walk through the API implementation for three key
Remedy forms: Incident, Task, and, WorkInfo.


INCIDENT

Remedy Incidents are identified by an alphanumeric Incident Number (e.g.
INC000003424). The API implements two endpoints: Get and Create Incident.

 * Get Incident by ID:

This flow implements GET Incident by ID API by first setting the API token in
the header from ObjectStore and constructing the qualification string that is
passed a query parameter.

Screenshot 5. Mule variable qualString set to query Remedy by Incident Number

Then the flow calls Remedy HPD:IncidentInterface form to query the incident by
“Incident ID” using the above qualification string. 

Screenshot 6. Mule flow to get Incident by ID using HPD:IncidentInterface 
 * Create Incident:

The following flow takes new incident fields in JSON format, creates a new
Incident using HPD:IncidentInterface_Create form (this returns an internal key),
and uses the internal key to query and return the newly created Incident Number.

Screenshot 7. Mule flow to create a new Incident and return the Incident Number



TASK

Remedy Tasks are identified by an alphanumeric Incident Number (e.g.
TAS00000124). The API implements three endpoints: Get and Update Task.

 * Get Task by Task Name and Status:

This flow implements GET Task by name and status by first constructing the
qualification string that is passed a query parameter.

Screenshot 8. Mule variable qualString set to query Task by TaskName and Status
 * Get Task by ID:

Remedy Tasks are identified by an alphanumeric Incident Number (e.g.
TAS00000124). This flow implements GET Task by ID API by invoking TMS:Task form
with Task ID.

 * Update Task:

This flow allows for task update by passing the task fields in JSON format to
the TMS:Task form. For example, to update task status pass { “Status”: “Pending”
}.


WORKINFO 

Remedy WorkInfo tracks work history (e.g. notes or comment) and is often
associated with a specific Task. The API implements two endpoints: Get and
Create WorkInfo.

 * Get WorkInfo: 

This flow retrieves all WorkInfo records that are associated with a Task ID. The
flow uses taskID on TMS:Task form to request the associated TMS:TAS:WorkInfo and
returns an array of WorkInfo records.

Screenshot 9. Mule flow calling TMS:Task to retrieve WorkInfo 
 * Create WorkInfo:

This flow takes new WorkFlow fields in JSON format and the associated Task ID to
retrieve the Task instance ID (Remedy internal ID). Then the flow creates a new
WorkInfo under the Task using TMS:WorkInfo form. Here is a sample payload to
create a new task {“task_ID”: “TAS00000123”, “comment”: “Pending” } that are
mapped to WorkInfo TaskorTaskGroupID and Notes respectively.

Screenshot 10. Mule flow to create new WorkInfo under a Task


SUMMARY

Remedy Action Request (AR) System is a widely used service management solution
to automate and track business processes. To keep business processes in sync
with other applications within the enterprise it is necessary to access and
update Remedy AR records. This article provided a working example of a MuleSoft
System API to connect and access Remedy records like Incident, Task and WorkInfo
using REST API. In the next article, we will discuss how to use this API to
synchronize records with an external application.

For more developer resources, check out our tutorials.

--------------------------------------------------------------------------------


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