This documentation supports the 22.1 version of BMC Helix Digital Workplace Basic and BMC Helix Digital Workplace Advanced. Icons distinguish capabilities available only for the Advanced and External license levels. For more information, see License types and features.

Creating service requests from BMC Helix ITSM

As a BMC Helix ITSM administrator, you can configure BMC Helix ITSM to automatically create a corresponding BMC Helix Digital Workplace service request when a fulfillment record is created in BMC Helix ITSM. This automation eliminates the time you spend manually creating a service request for each ticket, and also reduces the load for Service Desk Agents switching between applications.

Service requests can be created automatically for fulfillment records from the following BMC Helix ITSM applications:

  • BMC Helix ITSM: Change Management
  • BMC Helix ITSM: Incident Management
  • BMC Helix ITSM: Work Order Management

The service request is created regardless of whether the fulfillment record is raised by email, Smart Recorder, or the Create Ticket functionality in SmartIT.

The newly created service request uses the fulfillment record's Summary field as its summary. Any further comments are synchronized between the fulfillment record and the service request. That is, comments that are added in BMC Helix ITSM to the fulfillment record are also added to the service request, and comments that are added in BMC Helix Digital Workplace are added to the fulfillment record.

You can enhance the fulfillment process by modifying the BMC-provided out-of-the-box workflow named ITSM to DWP Service Integration Process. For more information about using and modifying workflows, see Workflows for service fulfillment.

Connecting BMC Helix Digital Workplace with BMC Helix ITSM

To receive service requests from BMC Helix ITSM, perform the tasks described in  Configuring the automatic creation of service requests from fulfillmenttickets Open link .

During installation, the Helix ITSM connector is configured to integrate BMC Helix Digital Workplace with BMC Helix ITSM. If you have changed the name of the Helix ITSM connector from the default connector name of Remedy, or if you want to use a connector other than the default Helix ITSM connector, you might need to know the connector name to enable  BMC Helix ITSM fulfillment records to create service requests in BMC Helix Digital Workplace. Follow these steps to find the name of the Helix ITSM connector:
  1. Log in to BMC Helix Digital Workplace Catalog as a catalog administrator.
  2. Navigate to Services > Connectors.
  3. Note the name of the Helix ITSM connector.

Where to go from here

Setting up sections in the Catalog

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