BMC Remedyforce Access Requirements

What is this account used for:

To integrate with BMC Remedyforce, Moveworks will need a dedicated service account along with its:

Username
Password
Security Token
Site URL

This is to enable the Moveworks bot to interact with the BMC Remedyforce System REST API. The Moveworks bot interacts with your BMC Remedyforce System to:

Monitor tickets for autonomous resolution
Reach out to an employee when a BMC Remedyforce ticket needs the employee's attention
Create tickets to log issues the bot has resolved autonomously
Create tickets for issues that require an agent's attention
Read the BMC Remedy user table so that the bot can log and assign issues appropriately.

Moveworks utilises the 58.0 version of the APIs to make Salesforce Object Query Language (SOQL) calls to

Read Tickets
Read Users

Additionally, Moveworks utilises the 58.0 version of the Salesforce Objects (sobjects) API to

Create Tickets
Update Tickets

Please create a service account that has the permissions to perform all the above actions, dedicated to Moveworks and then configure it within Moveworks Setup by following these steps:

Select the connector - BMC Remedyforce
Name the connection and select the "Common Base URL" option. Input your instance's URL
Select "Oauth2 Password Grant" under authentication type and input the values from above in the specified fields

Click on save and your connector is now succesfully configured!