Remedy connectors do not populate the Computer Name and Domain fields. When an alert is forwarded from System Center Operations Manager 2007 R2 to Remedy, the Computer Name field and the Domain field are left blank in the Remedy notes field.
This issue occurs in the release version of System Center Operations Manager 2007 R2 Connector for Remedy 6.3 if Systems Center Operations Manager 2007 R2 Connectors Cumulative Update 2 (CU2 - KB2274165 - http://support.microsoft.com/kb/2274165) is applied without first applying the first System Center Operations Manager 2007 R2 Connectors update (CU1 - KB975774 - http://support.microsoft.com/kb/975774).
The CU2 update KB2274165 for the interop connectors contains the incorrect version of the Scinteropremedy63.dll. The CU2 package (KB2274165) contains version 6.1.7000.58, and this issue was fixed in 6.1.7000.69 (Included in KB975774).
To resolve this issue complete the following steps:
1. Uninstall the Remedy Provider.
2. Re-install the RTM version of the Remedy Provider.
3. Upgrade to the CU1 version of the provider (KB975774).
4. Upgrade to the CU2 version of the provider (KB2274165).
The CU2 version will not overwrite the CU1 version of Scinteropremedy63.dll but all other files will be updated.
Note: KB975774 is not available for download on the web. Please contact Microsoft PSS to get a copy of this hotfix.
Note: Only the Remedy 6 provider is affected. Remedy 7 which uses Scinteropremedy71.dll is unaffected.
Interop R2 Connectors Remedy 6.3