ZenPacks

Incident Management Integration Service - BMC Remedy

The Incident Management Integration Service interfaces Zenoss software with the following third-party Incident Management systems: ServiceNow, BMC Remedy, CA ServiceDesk, Atlassian Jira, and OTRS. It is an annual subscription offering that provides ongoing compatibility and is renewable every 12 months.

The package includes installation, setup and configuration of the Zenoss Incident Management Integration ZenPack and allows Zenoss software to create, modify, reopen, acknowledge, link, assign and close incidents.

Zenoss integrates with these tools as part of the problem-resolution workflow that is initiated when a Zenoss event is generated. The integration is bidirectional, so when an event is closed in the incident management tool, the corresponding event is automatically closed in the Zenoss platform, and vice versa. Administrators can also tune the solution to intelligently generate tickets based on specific event conditions to avoid generating alert floods.

For ServiceNow, the integration is certified by ServiceNow and includes an application which should be installed in the customer’s ServiceNow instance. This certified application creates a staging table so that the integration does not have to write directly to the Incident table, and it also creates an appropriate user role for an integration user.

NOTE: Modifications to the standard functionality offered or ZenPack code will require a development SOW.

Releases

Version 2.8.3
Released on 2017/12/12
Compatible with Zenoss Resource Manager 4.1.1 or higher

Deliverable 1 - Zenoss Incident Management Integration

Zenoss will install, setup, and configure the Zenoss Incident Management integration ZenPack. This provides an automated integration between an incident management ticketing systems and Zenoss event management. This integration provides the capability for the following:

  • Create incidents automatically via Zenoss triggers/notifications
  • Optionally close incident when corresponding event is closed via event console
  • Optionally close incident when corresponding event is cleared
  • Optionally re-open an incident when its corresponding event is unacknowledged or re-opened
  • When an event is acknowledged, assign the incident to the user acknowledging the event (matches users between systems based on email addresses)
  • Acknowledge events when their corresponding incidents are assigned
  • Optionally close events when their corresponding incidents are closed
  • Associate existing events with existing incidents
  • Create incidents manually via event console
  • Manually created incidents follow automation updates and closes

Acceptance 1 - Incident Management Integration

  • A user is able to create incidents automatically via Zenoss triggers/notifications
  • A user is able to close incident by closing the corresponding event in the event console
  • A user is able to close an event by resolving the corresponding incident
  • A user is able associate existing events with existing incidents
  • A user is able create incidents manually via event console
Subscription

This integration is a subscription-based Professional Services engagement. Our Integration Services are offered as subscriptions in order to provide initial setup and ongoing compatibility and maintenance. All standard packages are renewable every 12 months from the date of purchase. Contact Zenoss to request more information regarding this or any other ZenPacks.

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