BMC Remedy integration with PAM not working with custom forms

Products

• CA Privileged Access Manager (PAM)

Issue/Introduction

Your BMC remedy implementation uses custom forms that require items to be accessed via Rest API resource /api/arsys/v1/entry/<formName>/<entryId>, where <formName> is the name of a custom form you created for your service desk requests. In PAM only <entryId> can be specified in a password view request with service desk integration, but PAM cannot find any valid ticket/request IDs you enter and the password view request does not go through.

Cause

PAM only queries the default resources:

/api/arsys/v1/entry/SRM:Request?<filter> for requests, where <filter> is a filter condition for the specific request ID entered by the PAM user in the password view request

/api/arsys/v1/entry/HPD:IncidentInterface?<filter> for incidents

/api/arsys/v1/entry/PBM:ProblemInterface?<filter> for problem investigations

/api/arsys/v1/entry/CHG:ChangeInterface?<filter> for change requests

Resolution

This is a current limitation in PAM that has no workaround.

Additional Information

See the following document on how to submit enhancement requests for PAM:

How do I submit Ideas or Enhancement Requests for Privileged Access Management (PAM)