Good Afternoon,

I am currently working on pulling information from BMC Remedy using the Apptio Datalink tool.  Is anyone currently pulling information from BMC Remedy?  I would like to make sure we are heading in the right direction with the data we are pulling.

Thank you!

Matt

Hello Matt,

The BMC guide is a good place to start.  Could you also include a bit more detail as to where you're running into an issue?

DataLink 3 BMC Connector Guide (PDF)

Hello Vincent,

Thank you for the information. Remedy is also a fairly new application for us.  One of the main concerns is pulling the amount of data that we are pulling.  Is there a way to limit the number of records we are pulling?   We have been pulling all the data for the relationship and the incidents but I know we only need a smaller portion of the data.  Do you have a client that is pulling data from Remedy?  If so, did they have any lesson learns from when they started using Remedy?

Thank you for your help.

Matt

@Greg Harder - Hello Greg, is there a recommended way of pulling Remedy data that you know of? or do we recommend extracting all the records? - thanks.

Hi Matt,

It sounds like you are headed in the right direction around extracting all of the incidents and relationship out of Remedy initially to load into Apptio.  Our customers then will typically configure the connector to run on a reoccurring basis to pull only the newly created and/or modified incidents from Remedy using date filtering logic we have built.  I don't have anything else that comes to mind from customers that I've spoken with around integrating data from Remedy but if you have other questions or issues let us know.

Thanks,

Greg

Hey Greg,

Thank you for the information.  We had over looked that step in the setup process.  I do have a couple questions about filtering.  Will this update the existing records or does it just add a new record in Apptio?   Is one of the options recommended more than the other?  For new records, does the create date and modified date equal?  Is there any thoughts about allowing users to select the field they would like to filter on instead of doing the create or modified date?

Thank you again for your help on this!

Matt

No problem Matt.  On step 4 of the connector configuration you can choose whether you want to do an overwrite or an append of the data to an existing dataset in Apptio.  Apptio can support monthly time filtering/versioning of data in two ways: 1) append each month of extracted data into the beginning of the fiscal year and then use our dataset date filtering functionality to parse the data into the correct month 2) or load (overwrite) the data into each specific time period in Apptio.  For option #2, you could choose to load tickets data on a weekly basis from Remedy but you would want to pull all of the tickets month-to-date and do an overwrite of the monthly dataset in Apptio.

Yes, the create date and modifed date are equal for new tickets that get created in Remedy.  I would definitely like to hear any feedback you have on additional filter criteria that would be useful from the DataLink standpoint as we haven't added them because we have such rich transform/filter functionality once the data is loaded and aren't typcially worried about data volumes when it comes tickets data.  Let me know though what use cases your are thinking of from a filtering standpoint.

Cheers,

Greg