Helix ITSM connector

The Helix ITSM connector provides elements to the process designer palette that you can embed into fulfillment workflows. The elements enable you to perform, create and update actions through any BMC Helix ITSM form, as well as specific actions to create work orders and service requests, incident requests, and change requests.

Before you begin

Configure the integration between BMC Helix Digital Workplace Catalog and Action Request System. For more information, see Integrating BMC applications with BMC Helix Digital Workplace Catalog.
Configure a connection, as described in Configuring service connectors.

Required license

BMC Helix Digital Workplace Advanced

Service connector overview

Service connector capabilities

Workflows for service fulfillment

Connection options for the Helix ITSM connector

The following table describes the parameters required to create a connection:

Parameter	Description	Examples
Host	Name or IP address of the host Action Request System.	server-itsm-example.com server-itsm-example 172.16.0.122
Port	Port number for service-level access.	0 2222 46262
User	Login name and password of a user with AR Administrator permission.	Allen
User password		Passw0rd&

Resource mapping capabilities

The Helix ITSM connector exposes the following resources that can be mapped to selection-type questions:

Resource	Description	Examples
Forms	Map selection-type questions to BMC Helix ITSM. Filter the returned data by using a custom query.	CTM:People AP:Detail CFG:Geography Country
Datasets	Map selection-type questions to existing SRD questions.	Priority Type of Phone Job Role

With manual data lookup questions, action triggers are not supported. For more information about selection-type questions, see Creating selection menus for question responses.

Catalog import capabilities

The Helix ITSM connector provides the ability to import Service Request Definitions (SRDs) as services in BMC Helix Digital Workplace Catalog, and the ability to import service categories from BMC Service Request Management as categories in BMC Helix Digital Workplace Catalog. The Helix ITSM connector exposes the following items that can be imported in the Service Queue:

Importable item	Description
Service Request Definitions (SRD)	Import metadata for services, including fulfillment workflow, associated questionnaire forms, and action triggers.
Service categories	Import service categories or map BMC Service Request Management categories to existing categories in the catalog.

If you import SRDs into the BMC Helix Digital Workplace Catalog server, the services will be duplicated in the BMC Helix Digital Workplace end user console. When the end user searches a service, they will see one Catalog service and one SRD.

Important

End users can add comments with rich text formatting elements only to services created directly in BMC Helix Digital Workplace Catalog.

For more information, see Importing service catalog items from external systems.

Workflow actions available through the Helix ITSM connector

The following table provides an overview of all Helix ITSM connector actions:

Action category	Action	Description	Input parameters	Output parameters
Service request	Submit Service Request	Use these actions to submit a service request into a connected BMC Helix ITSM system. The Submit Service Request With Identifiers action is similar to Submit Service Request, but includes additional output Identifier fields that can be referenced in the other actions in a workflow. The Submit Service Request Converting Rich to Plain Text and Submit Service Request With Identifiers Converting Rich to Plain Text actions convert a rich text string into a plain text string. If the input contains inline image tags, they are converted into an attachment with an autogenerated filename in BMC Helix ITSM. For example, Replace <u>an office chair</u> attached <img src="office chair"> is converted into Replace an office chair attached (img_0.png)	Submit Service Request input parameters	Submit Service Request output parameters
	Submit Service Request Converting Rich to Plain Text			Submit Service Request output parameters
	Submit Service Request With Identifiers			Submit Service Request With Identifiers output parameters
	Submit Service Request With Identifiers Converting Rich to Plain Text
	Update Service Request
Entry	Create Entry	Use this action to create a record through any form in a Helix system. When an entry is created, the system returns an Entry ID.	Create Entry input parameters	The returned object includes the Entry ID.
	Get Entry	Use this action to retrieve a record by ID through any form in a BMC application.	Get Entry input parameters	The returned object includes a map with keys and values. The specific fields that are returned depend on the specific record that is returned.
	Get Entry By Query	Use this action to find a specific record that is submitted through a form, and to retrieve the specified record. You can also use this action to retrieve some entry through a search query, so that the output result can be used in subsequent operations in a workflow. To view the results of Get Entry by Query, use the subsequent Send In App Notification action. When a notification is sent to BMC Helix Digital Workplace Catalog, it includes JSON output with the fields IDs to retrieve.	Get Entry by Query input parameters	The returned object includes field IDs and values specified in the Field IDs to retrieve.
	Get Entries By Query	Use this action to find specific records submitted through a form, and to retrieve multiple records. After you retrieve multiple data records, you can pass the data to other activities in a workflow by using a multi-instance loop. For more details about how to use a multi-instance loop to process multiple arrays of data, see Processing data sequentially and in parallel.	Get Entries by Query input parameters	The returned output includes a data array with multiple entries.
	Set Entry	Use this action to update values for an existing record in any form in a connected Helix system.	Set Entry input parameters	The returned object includes a map with keys and values. The specific fields that are returned depend on the specific record that is returned.
	Delete Entry	Use this action to delete a record referenced by ID. This action might be necessary when a catalog administrator needs to perform administrative tasks like cleaning up old or orphaned records or removing after archiving.	Delete Entry input parameters	No output parameters
Change request	Create Change Request	Use these actions to create change requests with optional attachments or through a template. The Create Change Request With Identifiers action is similar to Create Change Request. It has the same parameters, but includes additional output Identifier fields that might be used in other actions in a workflow.	Create Change Request input parameters	Create Change Request output parameters
	Create Change Request With Identifiers		Create Change Request input parameters	Create Change Request With Identifiers output parameters
	Get Change Request By ID	Use these actions to retrieve a change request by its IDs, and return an object that contains the details of a change request. The Get Change Request By Identifiers action is similar to Get Change Request By ID. It has the same parameters, but includes additional input Identifier fields that might be used in other actions in a workflow.	Get Change Request by Id input parameters	The returned output object returns all available details of a change request.
	Get Change Request By Identifiers		Get Change Request By Identifiers input parameters
	Create Attachments For Change Request
Work order	Create Work Order	Use these actions to create work orders by defining mandatory fields (summary, description), and optional custom fields, such as attachments. You can also create a work order by applying a template. The Create Work Order With Identifiers action is similar to Create Work Order. It has the same parameters, but includes additional output Identifier fields that might be used in other actions in a workflow.	Create Work Order input parameters	Create Work Order output parameters
	Create Work Order With Identifiers		Create Work Order input parameters	Create Work Order with Identifiers output parameters
	Get Work Order By ID	Use these actions to retrieve a work order by its IDs, and return an object that contains the work order details. The Get Work Order By Identifiers action is similar to Get Work Order By ID. It has the same parameters, but includes additional input Identifier fields that might be used in other actions in a workflow.	Get Work Order By ID input parameters	The returned output object returns all available details of a work order.
	Get Work Order By Identifiers		Get Work Order By Identifiers
	Create Attachment For Work Order
Incident	Create Incident	Use these actions to create incidents by defining mandatory fields, and optional custom fields, such as attachments. You can also create an incident by applying a template. The Create Incident With Identifiers action is similar to Create Incident. It has the same parameters, but includes additional output Identifier fields that might be used in other actions in a workflow.	Create Incident input parameters	Create Incident output parameters
	Create Incident With Identifiers		Create Incident input parameters	Create Incident With Identifiers output parameters
	Get Incident By ID	Use these actions to retrieve incidents by IDs. The Get Incident By Identifiers action is similar to Get Incident By ID. It has the same parameters, but includes additional input Identifier fields that might be used in other actions in a workflow.	Get Incident by ID input parameters	The returned output object returns all available details of an incident.
	Get Incident By Identifiers		Get Incident by Identifiers input parameters
	Create Attachments For Incident
Digital Workplace Catalog	Build Input Set	Use this action to create custom parameters to send to an activity that can receive these parameters. A single Build Input Set activity provides fields to create 10 key=value pairs. If needed, you can chain multiple Build Input Set elements to create more than 10 key=value pairs. Important: Ensure that you use the correct form names, field names, and field IDs as inputs to this activity.	Building a custom input map in a workflow

Helix ITSM connector workflow examples

The following webinar (40:14) provides some workflow examples, best practices, and troubleshooting tips:

https://www.youtube.com/embed/4lhqqa79YAw

The examples that follow show how to create different workflows.

Example 1: Create a workflow for a service that sets up a new employee's workplace

The process workflow for this service might consist of the following stages:

The department manager submits a service request to set up a workplace for a new employee.
A work order is created for the Facilities group to assign an office to the new employee.
Through the Get Entry By Query action, the system retrieves the Office Number value assigned to the employee.
The retrieved office number value is used as an input for other work orders assigned to teams who can perform their tasks in parallel:
- Telecommunications group—to set up a phone
- Networking group—to set up the network
- IT support—to provide a laptop with the installed software
A notification is sent to the service requester when the work is completed.
The service request is closed.

Example 2: Create a workflow for a service that contains multiple tickets assigned to different teams

A single service might include tasks for different teams, such as a purchase, installation, provisioning, software installation, and configuration. The workflow needs to determine when steps are complete and pass the relevant information from one stage to the next, so that each team in the workflow can fulfill their assignments.

The following workflows shows how a similar service request can be completed in different ways:

By using the Receive Task action

By using the Get Entry by Query action

Example 3: Create a workflow example with the Work order action

A manager wants to create a work order for IT support to add an account for a new employee. The process workflow for this service might consist of the following stages:

The manager submits the Get employee ID service and specifies the employee name in the questionnaire.
In the questionnaire, the employee name value retrieves the employee ID.
By using the Create Remedy Work Order action, the system creates a work order that includes employee name and employee ID.

After the external data (employee name) is retrieved, the work order is created for IT support.

Example 4: Create a workflow example with the Change request action

The process workflow for this service might consist of the following stages:

The manager wants to update a service request date.
A change request is created through the Create Change Request With Identifiers action.
A ticket is created for IT support.

Example 5: Create a workflow example with the Incident

The process workflow might consist of the following stages:

The end user submits a service request to fix a broken laptop.
An incident with the laptop characteristics is created through the Create Incident With Identifiers action.
A ticket is created for IT support.

Input and output parameters for actions

This section describes how you can use Helix ITSM connector actions in the workflows that you build.

Important

You do not need to use parameters in the process designer element that are not listed.

Input parameters for Submit Service Request and Submit Service Request With Identifiers actions

Both of these actions have the same input parameters described in the following table:

Required	Parameter name	Data type	Examples	Description
Required	Connection Id	String	Connection > Remedy	Default Connection ID for this connector.
Required	Srd Id	String	"SRD00001234"	SRD used to create the service request. The status must be Online.
Required	Requested By Login Id	String	Process context > Requested By Login Name	Login ID of the user who submitted the request.
Optional	Requested For Login Id	String	Process context > Requested For Login Name	Login ID of the user who requires the service. If a login ID is not specified, the value for Requested By Login Id is used.
Optional	Description	String	Process input > Text variable	Details to be sent to the request handler.
Optional	Cart Id	String	Process context > Order ID	ID of the order's shopping cart.
Optional	Cart GUID	String	Process context > Order GUID	GUID of the order's shopping cart.
Optional	Cart Name	String	Process context > Order Description	Description of the order's shopping cart.
Optional	Expected Date	Date	Process input > Date variable	User-submitted date for the service request to be completed. If a date is not specified, the field is populated based on the SRD rules.
Optional	Attachments	String	Process input > Text variable	String array of attachment ID values that is submitted by using a Text process input. In the associated questionnaire, map the Text process input to an Attachment question.
Optional	Answers	String	Process context > Questions And Answers	String representation of all questions and responses, including those assigned to process inputs and created questions.
Optional	Correlation Id	String	General > Process Correlation ID	System-generated key that identifies the service request to the integration component. For more information, see Waiting for a response.
Optional	Quantity	Integer	Process context > Requested Item Quantity	Order quantity requested by the self-service user.
Optional	One Time Cost	String	Process context > Service One Time Cost	Value of the one-time cost with the system currency appended, for example, 164.50 USD.
Optional	Monthly Cost	String	Process context > Service Monthly Cost	Value of the monthly cost with the system currency appended, for example, 12.25 USD.

Submit Service Request output parameters

Parameter name	Data type	Example	Description
Output	Object	REQ1797	Request ID—A system field that is added by default to all BMC Helix ITSM and can be used in follow-on workflow activities. The BMC Helix ITSM field ID for Request ID is 1.

Submit Service Request With Identifiers output parameters

Parameter name

Data type

Examples

Description

Output

Object

REQ1797;

SRGAA5V0GFHPPAOUA6BOOTE2HB;

000000000001789;

Request ID—A system field that is added by default to all BMC Helix ITSM forms and can be used in follow-on workflow activities. The BMC Helix ITSM ID for Request ID is 1.

Instance ID—A field for storing a GUID. The BMC Helix ITSM field ID for Instance ID is 179.

SysRequest—BMC Helix ITSM shows this ID to users as a service request number. The BMC Helix ITSM field ID for SysRequest is 1000000829.

Input parameters for Create Work Order and Create Work Order with Identifiers actions

Both of these actions have the same input parameters described in the following table:

Required	Parameter name	Data type	Example	Description
Required	Connection Id	String	Connection > Remedy	Default Connection ID for this connector.
Required	Contact Login Id	String	Process context > Requested By Login Name	Login ID of the user who submitted the request.
Required	Summary	String	Process input > Text variable	Summary to be sent to the request handler.
Optional	Service Request ID		Process Variables > SB Context > Service Request > Service Request ID variable	ID of the service request from BMC Helix Digital Workplace Catalog. Service Request ID is not directly applied to a created work order. It is used to set the value of the SBServiceRequestID field in the SB:ServiceRequestStub form entry. This form entry associates the service request with the created work order. If the SBServiceRequestID value is absent in the SB:ServiceRequestStub form entry, potential issues may arise, such as the status not being aligned and comments failing to pass from the work order to the service request. Best practice: If the Create Work Order or Create Work Order with Identifiers action is added as a part of the main process flow, your workflow automatically sets the value of the SBServiceRequestID field in the SB:ServiceRequestStub form entry. If the Create Work Order or Create Work Order with Identifiers action is deeply nested in the workflow or is part of another process that is invoked by using a Call Activity, the workflow fails to automatically determine the Service Request ID and passes an empty value for the SBServiceRequestID field in the SB:ServiceRequestStub form entry. In this case, we recommend that you define the Service Request ID input parameter to ensure that the SBServiceRequestID value is defined.
Optional	Customer Login Id	String	Process context > Requested For Login Name	Login ID of the user who requires the service. If a login ID is not specified, the value for Requested By Login Id is used.
Optional	Work Order Type	String	Process input > Selection variable Project General	Default: General Specify the most appropriate value, or offer the user a selection. Tip: In the questionnaire, you can build a list of values by using Map to Dataset to select a list that matches the parameter name.
Optional	Description	String	Process input > Text variable	Notes field to be sent to the request handler.
Optional	Priority	String	Process input > Selection variable Critical High Medium Low	Default: Low Specify the most appropriate value, or offer the user a selection. Tip: In the questionnaire, you can build a list of values by using Map to Dataset to select a list that matches the parameter name.
Optional	Template Name	String	"IT Process Template"	Name of a work order template to use when creating the work order. Can be used in conjunction with custom fields in Detail and Detail2 fields. For details about how these templates are created, see Configuring the Work Order form and templates .
Optional	Attachments	String	Process input > Text variable	String array of attachment ID values that is submitted by using a Text process input. In the associated questionnaire, map the Text process input to an Attachment question.
Optional	Correlation Id	String	General > Process Correlation ID	System-generated key that identifies the service request to the integration component. For more information, see Waiting for a response.
Optional	Detail	Input Set	Build Input Set > Output > Inputs	Object that contains custom field labels and values to populate the Detail and Detail 2 tabs of a work order. For information about preparing custom field sets, see Submitting custom fields.
Optional	Detail2	Input Set	Build Input Set > Output > Inputs
Optional	Product Name	String	Microsoft Word	A term used to reference a product. This depends on the options selected for Product Category Tier 1, 2, and 3. For more information, see Configuring product catalog information .
Optional	Product Model Or Version	String	2007	Product models and versions are used to differentiate the various models or versions that are available for a given product. For more information, see Configuring product catalog information .
Optional	Product Manufacturer	String	Microsoft	Name of the company that manufactures the product. Each product can have only one manufacturer, but each manufacturer can have multiple products. For more information, see Configuring product catalog information .
Optional	Operational Category Tier1	String	Add	Operational categories are used to list the operational services that a typical help desk provides. Tier 1 determines which tier 2 categories are available, and tier 2 determines which tier 3 categories are available. For more information, see Configuring operational catalogs .
Optional	Operational Category Tier2	String	User
Optional	Operational Category Tier3	String	Account
Optional	Product Category Tier1	String	Software	Product categories are used for categorization of products, and can be used for setting associations with different processes for different companies. It can represent hardware, software, or a service. Tier 1 determines which tier 2 categories are available, and tier 2 determines which tier 3 categories are available. For more information, see Configuring product catalog information .
Optional	Product Category Tier2	String	Application
Optional	Product Category Tier3	String	Productivity
Optional	Site	String	HK IT	A specific site in a location. For more information, see Creating sites and other locations .
Optional	Site Group	String	Hong Kong	Geographic areas can be subdivided into site groups , which are collections of individual locations. A company can have any number of site groups, depending on how many locations it has and where they are. An example of a company site group is ABC Europe Region.
Optional	Region	String	Asia Pacific	Geographic areas can be divided into regions. A company can have several regions, depending on how many sites it has and where the sites are located. Examples of company regions are Northwest, Atlantic, and Pacific. Creating regions under a company is done only for reporting in BMC Helix ITSM.
Optional	Other Fields	String	Key5 = "ADateTime" Value5 = "Actual End Date"	Specify any other input mappings that are not available in the default input map list and BMC Service Request Management. This parameter consumes the inputs of the Build Input Set activity. You can create any number of custom parameters through Build Input Set and feed them into the Create Remedy Work Order and Create Remedy Work Order With Identifiers activities. To add custom parameters through Other Fields: Add the Build Input Set activity to the canvas, and click it. Add Key-Value pairs (for example, Key1 = `"Status"`, Value1 = `"Completed"`). Use double quotation marks to indicate strings. In the Create Remedy Work Order or Create Remedy Work Order With Identifiers activity, select Other Fields > Activities > Build Input Set > Output > Inputs. You have bound the inputs of Build Input Set with the Work Order activity. Although Build Input Set has only ten Key-Value pairs, you can chain as many as you want. (Add Build Input Set 1 to the canvas, and feed the output of Build Input Set into Input Set1 of Build Input Set 1 . You can feed the output of Build Input Set 1 into Create Remedy Work Order or Create Remedy Work Order With Identifiers .)

Submitting custom fields

The Detail and Detail2 parameters take the output of one or more chained Build Input Set activities to assign labels and values for custom fields in the work order to be created. The custom fields are given an index number in the order that the field labels are specified. Populate up to 34 custom fields in a work order by specifying unique field labels the Build Input Set elements that populate either or both Detail or Detail2 fields.

Tip

The first 15 WO Type fields need to be appended to one input set and added to the detail input parameter, and the next 19 WO Type fields to another input set and added to the detail2 input parameter.

If a field label is declared twice in a process before creating the work order, then the process will update the value of the field that was created earlier.

Details and Details 2 field data types

The custom fields expect values in strict data types. The following table shows the data types expected for each of the 34 fields based on the field index order.

Important

Only the variable data types specified in the following list are supported with the Helix ITSM connector.

Field index	Data type	Work order field relationship
1 to 5	Text	WO Type Field 1 to WO Type Field 5
6 to 7	Date/Time	WO Type Field 6 to WO Type Field 7
8 to 9	Integer	WO Type Field 8 to WO Type Field 9
10 to 23	Text	WO Type Field 10 to WO Type Field 23
24 to 27	Integer	WO Type Field 24 to WO Type Field 27
28 to 30	Text	WO Type Field 28 to WO Type Field 30
31 to 32	Date	WO Type Field 48 to WO Type Field 49
33 to 34	Time	WO Type Field 50 to WO Type Field 51

Create Work Order output parameters

Parameter name	Data type	Example	Description
Output	Object	REQ1797	Request ID—A system field that is added by default to all BMC Helix ITSM forms and can be used in follow-on workflow activities. The Remedy field ID for Request ID is 1.

Create Work Order with Identifiers output parameters

Parameter name

Data type

Examples

Description

Output

Object

000000000010792;

AGGAA5V0GFHPPAOUAGHYOTEC30T9X6;

WO10918;

Request ID—A system field that is added by default to all BMC Helix ITSM forms and can be used in follow-on workflow activities. The Remedy field ID for Request ID is 1. The Request ID in the output is from the WOI:WorkOrderInterface_Create form.

Instance ID—A field for storing a GUID. The BMC Helix ITSM field ID for Instance ID is 179. The Instance ID in the output is from the WOI:WorkOrder form.

Work Order ID — BMC Helix ITSM shows this ID to users as a work order number. The BMC Helix ITSM field ID for Work Order ID is 1000000182. The Work Order ID in the output is from the WOI:WorkOrder form.

Get Work Order By ID input parameters

Required	Parameter name	Data type	Example	Description
Required	Connection ID	String	Connection > Remedy	Default Connection ID for this connector.
Required	Work Order ID	String	"WO10918"	BMC Helix ITSM shows this ID to end users as a work order number. The BMC Helix ITSM field ID for Work Order ID is 1000000182.

Get Work Order By Identifiers

Required	Parameter name	Data type	Example	Description
Required	Connection ID	String	Connection > Remedy	Default Connection ID for this connector.
At least one of the parameters is required	Work Order ID	String	"WO10918"	BMC Helix ITSM shows this ID to end users as a work order number. The BMC Helix ITSM field ID for Work Order ID is 1000000182.
	Request ID	String	"000000000010792"	A system field added by default to all BMC Helix ITSM forms. It might be useful in certain follow-on workflow activities. The BMC Helix ITSM field ID for Request ID is 1.
	Instance ID	String	"AGGAA5V0GFHPPAOUAGHYOTEC30T9X6"	A field for storing a GUID. The BMC Helix ITSM field ID for Instance ID is 179.

Input parameters for Create Incident and Create Incident With Identifiers actions

Both of these actions have the same input parameters described in the following table:

Required	Parameter name	Data type	Example	Description
Required	Connection Id	String	Connection > Remedy	Default Connection ID for this connector.
Required	Login	String	Process context > Requested For Login Name	Login ID of the user who requires the service.
Required	Service Type	String	Process input > Selection variable: User Service Restoration User Service Request Infrastructure Restoration Infrastructure Event	Specify the most appropriate value, or offer the user a selection. Tip: In the questionnaire, you can build a list of values by using Map to Dataset to select a list that matches the parameter name.
Optional	Service Request ID		Process Variables > SB Context > Service Request > Service Request ID variable	ID of the service request from BMC Helix Digital Workplace Catalog. Service Request ID is not directly applied to a created incident. It is used to set the value of the SBServiceRequestID field in the SB:ServiceRequestStub form entry. This form entry associates the service request with the created incident. If the SBServiceRequestID value is absent in the SB:ServiceRequestStub form entry, potential issues may arise, such as the status not being aligned and comments failing to pass from the incident to the service request. Best practice: If the Create Incident or Create Incident With Identifiers action is added as a part of the main process flow, your workflow automatically sets the value of the SBServiceRequestID field in the SB:ServiceRequestStub form entry. If the Create Incident or Create Incident With Identifiers action is deeply nested in the workflow or is part of another process that is invoked by using a Call Activity, the workflow fails to automatically determine the Service Request ID and passes an empty value for the SBServiceRequestID field in the SB:ServiceRequestStub form entry. In this case, we recommend that you define the Service Request ID input parameter to ensure that the SBServiceRequestID value is defined.
Optional	Status	String	Process input > Selection variable: New Assigned In Progress Pending Resolved Closed Cancelled	Default: Assigned Specify the most appropriate value, or offer the user a selection. Tip: In the questionnaire, you can build a list of values by using Map to Dataset to select a list that matches the parameter name.
Required	Impact	String	Process input > Selection variable: 1-Extensive/Widespread 2-Significant/Large 3-Moderate/Limited 4-Minor/Localized	Specify the most appropriate value, or offer the user a selection. Tip: In the questionnaire, you can build a list of values by using Map to Dataset to select a list that matches the parameter name.
Required	Urgency	String	Process input > Selection variable: 1-Critical 2-High 3-Medium 4-Low	Specify the most appropriate value, or offer the user a selection. Tip: In the questionnaire, you can build a list of values by using Map to Dataset to select a list that matches the parameter name.
Required	Reported Source	String	Process input > Selection variable: Direct Input Email External Escalation Fax Systems Management Phone Voice Mail Walk In Web Other BMC Impact Manager Event	Specify the most appropriate value, or offer the user a selection. Example: Most self-service requests should be reported as from Web or Direct Input. Tip: In the questionnaire, you can build a list of values by using Map to Dataset to select a list that matches the parameter name.
Required	Summary	String	Process input > Text variable	Summary to be sent to the request handler.
Optional	Notes	String	Process input > Text variable	Notes field to be sent to the request handler.
Optional	Submitter	String	Process context > Requested By Login Name	Login ID of the user who submitted the request. If a login ID is not specified, the value for Requested By Login Id is used instead.
Optional	Template Name	String	<Project template name>	Name of an incident template to use. For more details about how these templates are created in BMC Helix ITSM, see Configuring Incident Management templates .
Optional	Attachments	String	Process input > Text variable	String array of attachment ID values that is submitted by using a Text process input. In the associated questionnaire, map the Text process input to an Attachment question. Important: If you specify this field, you must also specify the Work Info Type field.
Optional	Work info notes	String	"Attachment for an incident entry"	When attachments are submitted, the default value is: Attachment for an incident entry.
Optional	Work info type	String	Process input > Selection variable: Customer Inbound Customer Communication Customer Follow-up Customer Status Update Customer Outbound Closure Follow Up Detail Clarification General Information Resolution Communications Satisfaction Survey Status Update General Incident Task / Action Problem Script Working Log Email System Paging System BMC Impact Manager Update Chat Vendor Vendor Communication	Default: None Specify the most appropriate value, or offer the user a selection. Tip: In the questionnaire, you can build a list of values by using Map to Dataset to select a list that matches the parameter name.
Optional	Correlation Id	String	General > Process Correlation ID	System-generated key that identifies the service request to the integration component. For more information, see Waiting for a response.
Optional	Product Name	String	Microsoft Word	A term used to reference a product. This depends on the options selected for Product Category Tier 1, 2, and 3. For more information, see Configuring product catalog information .
Optional	Product Model Or Version	String	2007	Product models and versions are used to differentiate the various models or versions that are available for a given product. For more information, see Configuring product catalog information .
Optional	Product Manufacturer	String	Microsoft	Name of the company that manufactures the product. Each product can have only one manufacturer, but each manufacturer can have multiple products. For more information, see Configuring product catalog information .
Optional	Resolution Details	String	<List of steps>	Steps that resolved the incident. For more information, see Configuring Incident Management templates .
Optional	Resolution Product Name	String	Microsoft Word	Name of the company that manufactures the product provided as part of the resolution.
Optional	Resolution Product Model Or Version	String	2010	The product model or version of the product provided as part of the resolution.
Optional	Resolution Product Manufacturer	String	Microsoft	The manufacturer of the product provided as part of the resolution.
Optional	Operational Category Tier1	String	Add	Operational categories are used to list the operational services that a typical help desk provides. Tier 1 determines which tier 2 categories are available, and tier 2 determines which tier 3 categories are available. For more information, see Configuring operational catalogs .
Optional	Operational Category Tier2	String	User
Optional	Operational Category Tier3	String	Account
Optional	Resolution Operational Category Tier1	String	Add	Resolution operational categories are used to list the resolution for incidents. Tier 1 determines which tier 2 categories are available, and tier 2 determines which tier 3 categories are available. For more information, see Configuring generic catalog information .
Optional	Resolution Operational Category Tier2	String	User
Optional	Resolution Operational Category Tier3	String	Account
Optional	Resolution Product Category Tier1	String	Software	Resolution categorizations are associated with existing operational and product categorization. Tier 1 determines which tier 2 categories are available, and tier 2 determines which tier 3 categories are available. For more information, see Configuring generic catalog information .
Optional	Resolution Product Category Tier2	String	Application
Optional	Resolution Product Category Tier3	String	Productivity
Optional	Other Fields	String	Key5 = "Urgency" Value5 = "3-Medium"	Specify any other input mappings that are not available in the default input map list and BMC Service Request Management. This parameter consumes the inputs of the Build Input Set activity. You can create any number of custom parameters through Build Input Set and feed them into the Create Incident or Create Incident With Identifiers activities. To add custom parameters though Other Fields: Add the Build Input Set activity to the canvas, and click it. Add Key-Value pairs (for example, Key1 = `"Vendor Ticket Number"`, Value1 = `"55501"`). Use double quotes to indicate strings. In the Create Incident or Create Incident With Identifiers activity, select Other Fields > Activities > Build Input Set > Output > Inputs. Bind the inputs that you have created in Build Input Set. Important: Although Build Input Set has only ten Key-Value pairs, you can chain as many of them as you want (add Build Input Set 1 to the canvas, feed the output of Build Input Set into Input Set1 of Build Input Set 1 ; the output of Build Input Set 1 can be fed into Create Incident or Create Incident With Identifiers ).

Create Incident output parameters

Parameter name	Data type	Examples	Description
Output	Object	REQ1797	Request ID—A system field that is added by default to all BMC Helix ITSM forms and can be used in follow-on workflow activities. The Remedy field ID for Request ID is 1.

Create Incident With Identifiers output parameters

Parameter name

Data type

Examples

Description

Output

Object

000000000010792;

AGGAA5V0GFHPPAOUAGHYOTEC30T9X6;

WO10918;

Request ID—A system field that is added by default to all BMC Helix ITSM forms and can be used in follow-on workflow activities. The BMC Helix ITSM field ID for Request ID is 1.

Instance ID—A field for storing a GUID. The BMC Helix ITSM field ID for Instance ID is 179.

Incident Number—BMC Helix ITSM shows this ID to users as an incident number. The BMC Helix ITSM field ID for Incident Number is 1000000161.

Get Incident by ID input parameters

Required	Parameter name	Data type	Example	Description
Required	Connection Id	String	Connection > Remedy	Default Connection ID for this connector.
Required	Incident Number	String	"INC1221"	BMC Helix ITSM shows this ID to users as an incident number. The BMC Helix ITSM field ID for Incident Number is 1000000161.

Get Incident by Identifiers input parameters

Required	Parameter name	Data type	Example	Description
Required	Connection Id	String	Connection > Remedy	Default Connection ID for this connector.
At least one of the parameters is required	Incident Number	String	"INC1221"	BMC Helix ITSM shows this ID to users as an incident number. The BMC Helix ITSM field ID for Incident Number is 1000000161.
	Request ID	String	"000000000001097"	A system field that is added by default to all BMC Helix ITSM forms and can be used in follow-on workflow activities. The BMC Helix ITSM field ID for Request ID is 1.
	Instance ID	String	"AGGAA5V0GFHPPAOUAHB4OTEDGQTKB4"	A field for storing a GUID. The BMC Helix ITSM field ID for Instance ID is 179.

Input parameters for Create Change Request and Create Change Request With Identifiers actions

Both of these actions have the same input parameters described in the following table:

Required	Parameter name	Data type	Example	Description
Required	Connection Id	String	Connection > Remedy	Default Connection ID for this connector.
Required	Login		Process context > Requested For Login Name	Login ID of the user who requires the change.
Required	Company		Calbro Services	Company must exist in the Action Request System.
Optional	Service Request ID		Process Variables > SB Context > Service Request > Service Request ID variable	ID of the service request from BMC Helix Digital Workplace Catalog. Service Request ID is not directly applied to a created change request. It is used to set the value of the SBServiceRequestID field in the SB:ServiceRequestStub form entry. This form entry associates the service request with the created change request. If the SBServiceRequestID value is absent in the SB:ServiceRequestStub form entry, potential issues may arise, such as the status not being aligned and comments failing to pass from the change request to the service request. Best practice: If the Create Change Request or Create Change Request with Identifiers action is added as a part of the main process flow, your workflow automatically sets the value of the SBServiceRequestID field in the SB:ServiceRequestStub form entry. If the Create Change Request or Create Change Request with Identifiers action is deeply nested in the workflow or is part of another process that is invoked by using a Call Activity, the workflow fails to automatically determine the Service Request ID and passes an empty value for the SBServiceRequestID field in the SB:ServiceRequestStub form entry. In this case, we recommend that you define the Service Request ID input parameter to ensure that the SBServiceRequestID value is defined.
Optional	Status		Process input > Selection variable Draft Request For Authorization Request For Change Planning In Progress Scheduled For Review Scheduled For Approval Scheduled Implementation In Progress Pending Rejected Completed Closed Cancelled	Default: Scheduled Specify the most appropriate value, or offer the user a selection. Tip: In the questionnaire, you can build a list of values by using Map to Dataset to select a list that matches the parameter name.
Optional	Priority	String	Process input > Selection variable Critical High Medium Low	Default: Low Specify the most appropriate value, or offer the user a selection. Tip: In the questionnaire, you can build a list of values by using Map to Dataset to select a list that matches the parameter name.
Optional	Desc		Process input > Text variable	Notes field to be sent to the change handler.
Required	Summary		Process input > Text variable	Summary to be sent to the change handler.
Optional	Location Company	String	Calbro Services US	The Location Company must exist in the Action Request System. The Location Company is defined in the Company+ field in the Create Change Request form.
Optional	Template Name		Project template name	Name of a template to use when creating the change request. For more details about how these templates are created in BMC Helix ITSM, see Creating templates for Change Management .
Optional	Attachments		Process input > Text variable	String array of attachment ID values that is submitted by using a Text process input. In the associated questionnaire, map the Text process input to an Attachment question. Important: If you specify this field, you must also specify the Work Info Type field.
Optional	Work info notes		Attachment for a change request entry	When attachments are submitted, the default value is: Attachment for a change request entry.
Optional	Work info type		Process input > Selection variable Requirements Business Justification Requirements Analysis Change Assessment Potential Problems Risk Assessment Service Impact Assessment Build Backout Plan Business Design Development Install Plan Technical Design Test Plan Execution Backout Results - Details Install Results - Details Test Results - Details Closure Cancellation Information Post implementation Review Audit Configuration Audit SLM Compliance Audit SLM Process Review General General Information Rejection Information Email System Paging System Chat	A known value from the list must be specified.
Optional	Correlation Id	String	General > Process Correlation ID	System-generated key that identifies the service request to the integration component. For more information, see Waiting for a response.
Optional	Product Name	String	Microsoft Word	A term used to reference a product. This depends on the options selected for Product Category Tier 1, 2, and 3. For more information, see Configuring product catalog information .
Optional	Product Model Or Version	String	2007	Product models and versions are used to differentiate the various models or versions that are available for a given product. For more information, see Configuring product catalog information .
Optional	Product Manufacturer	String	Microsoft	Name of the company that manufactures the product. Each product can have only one manufacturer, but each manufacturer can have multiple products. For more information, see Configuring product catalog information .
Optional	Product Category Tier1	String	Software	Product categories are used for categorization of products, and can be used for setting associations with different processes for different companies. It can represent hardware, software, or a service. Tier 1 determines which tier 2 categories are available, and tier 2 determines which tier 3 categories are available. For more information, see Configuring product catalog information .
Optional	Product Category Tier2	String	Application
Optional	Product Category Tier3	String	Productivity
Optional	Operational Category Tier1	String	Add	Operational categories are used to list the operational services that a typical help desk provides. Tier 1 determines which tier 2 categories are available, and tier 2 determines which tier 3 categories are available. For more information, see Configuring operational catalogs .
Optional	Operational Category Tier2	String	User
Optional	Operational Category Tier3	String	Account
Optional	Class	String	Normal	Used to specify the impact of the change request. For more information, see Creating templates for Change Management .
Optional	Timing Reason	String	Customer need	Used to specify the reason for the timing of the change request.
Optional	Change Reason	String	Upgrade	Used to specify the reason for the change request. For more information, see Creating templates for Change Management .
Optional	Urgency	String	Critical	Used to specify the level of urgency. For more information, see Creating templates for Change Management .
Optional	Risk Level	String	Level 3	Used to specify the level of risk. For more information, see Creating templates for Change Management .
Optional	Other fields	String	Key5 = "Vendor Ticket Number" Value5 = "abc"	Specify any other input mappings that are not available in the default input map list and BMC Service Request Management. This parameter consumes the inputs of the Build Input Set activity. You can create any number of custom parameters through Build Input Set and feed them into the Create Change Request and Create Change Request With Identifiers activities. To add custom parameters through Other Fields: Add the Build Input Set activity to the canvas, and click it. Add Key-Value pairs (for example, Key1 = `"Description"`, Value1 = `"Other field"`). Use double quotation marks to indicate strings. In the Create Change Request or Create Change Request With Identifiers activity, select Other Fields > Activities > Build Input Set > Output > Inputs. You have bound the inputs of Build Input Set with the Change Request activity. Although Build Input Set has only ten Key-Value pairs, you can chain as many of them as you want. (Add Build Input Set 1 to the canvas, feed the output of Build Input Set into Input Set1 of Build Input Set 1 . The output of Build Input Set 1 can be fed into Create Change Request or Create Change Request With Identifiers .)

Create Change Request output parameters

Parameter name	Data type	Examples	Description
Output	Object	REQ1797	Request ID—A system field added by default to all BMC Helix ITSM forms that can be used in follow-on workflow activities. The BMC Helix ITSM field ID for Request ID is 1.

Create Change Request With Identifiers output parameters

Parameter name

Data type

Examples

Description

Output

Object

000000000010792;

AGGAA5V0GFHPPAOUAGHYOTEC30T9X6;

CR10918;

Request ID—A system field that is added by default to all BMC Helix ITSM forms and can be used in follow-on workflow activities. The BMC Helix ITSM field ID for Request ID is 1.

Instance ID—A field for storing a GUID. The BMC Helix ITSM field ID for Instance ID is 179.

Infrastructure Change ID—BMC Helix ITSM shows this ID to users as an change request number. The BMC Helix ITSM field ID for Infrastructure Change ID is 1000000182.

Get Change Request by Id input parameters

Required	Parameter name	Data type	Example	Description
Required	Connection Id	String	Connection > Remedy	Default Connection ID for this connector.
Required	Request Id	String	000000000000646	A system field that is added by default to all BMC Helix ITSM forms and can be used in follow-on workflow activities. The BMC Helix ITSM field ID for Request ID is 1.

Get Change Request by Identifiers input parameters

Required	Parameter name	Data type	Example	Description
Required	Connection Id	String	Connection > Remedy	Default Connection ID for this connector.
At least one of the parameters is required	Request Id	String	"000000000000646"	A system field that is added by default to all BMC Helix ITSM forms and can be used in follow-on workflow activities. The BMC Helix ITSM field ID for Request ID is 1.
	Infrastructure Change ID	String	"CR005678"	BMC Helix ITSM shows this ID to users as a change request number. The BMC Helix ITSM field ID for Infrastructure ID is 1000000182.
	Instance ID	String	"AGGAA5V0GFHPPAOUAFP5OTEBUST9UE"	A field for storing a GUID. The BMC Helix ITSM field ID for Instance ID is 179.

Create Entry input parameters

Required	Parameter name	Data type	Example	Description
Required	Connection Id	String	Connection > Remedy	Default Connection ID for this connector.
Required	Form Name	String	"WOI:WorkOrderInterface"	Form name to use for creating a record.
Required	Field Values	Input Set	Build Input Set > Output > Inputs	Object that contains custom field labels and values to populate fields that the form requires. See Building a custom input map in a workflow.
Optional	Correlation Id	String	General > Process Correlation ID	System-generated key that identifies the service request to the integration component. For more information, see Waiting for a response.

Get Entry input parameters

Required	Parameter name	Data type	Example	Description
Required	Connection Id	String	Connection > Remedy	Default Connection ID for this connector.
Required	Form Name	String	"WOI:WorkOrderInterface"	BMC Helix ITSMform with data to retrieve.
Required	Request Id	String	"0001234"	ID of record with data to retrieve.

Get Entry by Query input parameters

Required	Parameter name	Data type	Example	Description
Required	Connection Id	String	Connection > Connection ID	Default Connection ID for this connector.
Required	Form Name	String	"SRD:ServiceRequestDefinition"	BMC Helix ITSM form with data to retrieve.
Required	Query	String	"'SRD_Title'LIKE ""%SRD%"""	Search query. The example shows a search query that returns all entries that have "SRD" characters in the SRD title. Important: This action type uses BMC Helix ITSM query syntax. For more information about this query syntax, see Operators, wildcards, keywords, and NULL values .
Optional	Retrieve option	String	Process input > Selection variable: FIRST SINGLE	One of the following options: FIRST (the default) returns only the first results from the list. SINGLE validates the result list of entries, and displays an error if there is more than one entry. Tip: Uppercase and lowercase characters are accepted.
Optional	Field IDs to retrieve	String	Activity > Build Input Set > Output > Inputs "{""First Name"":1234567890,""Last Name"":1234567891}"	Specify a single or multiple fields by providing the field name and field ID in JSON format. If this field is blank, by default, all fields from the BMC Helix ITSM form are displayed. The output is displayed in JSON format. You can use it in the output map or in the next activity of your workflow. Important: The Field IDs to retrieve field accepts integer values without quotes.

Get Entries by Query input parameters

Required	Parameter name	Data type	Example	Description
Required	Connection Id	String	Connection > Connection ID	Default Connection ID for this connector.
Required	Form Name	String	"SRD:ServiceRequestDefinition"	BMC Helix ITSM form with data to retrieve.
Optional	Query	String	"'SRD_Title'LIKE ""%SRD%"""	Search query. The example shows a search query that returns all entries that have "SRD" characters in the SRD title. Important: This action type uses BMC Helix ITSM query syntax. For more information about this query syntax, see Operators, wildcards, keywords, and NULL values .
Optional	Limit	Integer	"100"	Maximum number of fields to retrieve. If not specified, 100 is the default value.
Optional	Field IDs to retrieve	String	Activity > Build Input Set > Output > Inputs "{""First Name"":1234567890,""Last Name"":1234567891}"	Specify a single or multiple fields by providing the field name and field ID in JSON format. If this field is blank, by default, all fields from the BMC Helix ITSM form are displayed. The output is displayed in JSON format. You can use it in the output map or in the next activity of your workflow. Important: The Field IDs to retrieve field accepts integer values without quotes.

Set Entry input parameters

Required	Parameter name	Data type	Example	Description
Required	Connection Id	String	Connection > Connection ID	Default Connection ID for this connector.
Required	Form Name	String	"WOI:WorkOrderInterface"	BMC Helix ITSM form to update.
Required	Request Id	String	"0001234"	ID of record to update.
Required	Field Values	Input Set	Build Input Set > Output > Inputs	Object that contains custom field labels and values to populate fields required by the form. See Building a custom input map in a workflow.

Delete Entry input parameters

Required	Parameter name	Data type	Example	Description
Required	Connection Id	String	Connection > Connection ID	Default Connection ID for this connector.
Required	Form Name	String	"WOI:WorkOrderInterface"	BMC Helix ITSM form to delete.
Required	Request Id	String	"0001234"	ID of record to update.

Helix ITSM connector

Before you begin

Connection options for the Helix ITSM connector

Catalog import capabilities

Workflow actions available through the Helix ITSM connector

Helix ITSM connector workflow examples

Example 1: Create a workflow for a service that sets up a new employee's workplace

Example 2: Create a workflow for a service that contains multiple tickets assigned to different teams

Example 3: Create a workflow example with the Work order action

Example 4: Create a workflow example with the Change request action

Example 5: Create a workflow example with the Incident

Input and output parameters for actions

Input parameters for Submit Service Request and Submit Service Request With Identifiers actions

Submit Service Request output parameters

Submit Service Request With Identifiers output parameters

Input parameters for Create Work Order and Create Work Order with Identifiers actions

Submitting custom fields

Details and Details 2 field data types

Create Work Order output parameters

Create Work Order with Identifiers output parameters

Get Work Order By ID input parameters

Get Work Order By Identifiers

Input parameters for Create Incident and Create Incident With Identifiers actions

Create Incident output parameters

Create Incident With Identifiers output parameters

Get Incident by ID input parameters

Get Incident by Identifiers input parameters

Input parameters for Create Change Request and Create Change Request With Identifiers actions

Create Change Request output parameters

Create Change Request With Identifiers output parameters

Get Change Request by Id input parameters

Get Change Request by Identifiers input parameters

Create Entry input parameters

Get Entry input parameters

Get Entry by Query input parameters

Get Entries by Query input parameters

Set Entry input parameters

Delete Entry input parameters

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