This documentation supports the 19.08 version of BMC Helix Platform. 
To view an earlier version, select 19.05 from the Product version menu.

Leveraging Remedy ITSM Foundation data

As a Remedy IT Service Management (Remedy ITSM) Suite and BMC Helix Platform customer, you can leverage Foundation data from Remedy ITSM in BMC Helix Platform. The BMC Helix Platform Foundation library is the source of information about people and their attributes such as organization, geography, location, and other shared characteristics. To ensure faster onboarding and engagement of users in your organization, you can load existing Foundation data from Remedy ITSM to BMC Helix Platform in bulk.

Benefits of leveraging Remedy ITSM Foundation data in BMC Helix Platform

Following are the benefits of leveraging Remedy ITSM Foundation data in BMC Helix Platform Foundation library: 

  • The Foundation library now has more parity with Remedy ITSM Foundation data structure to ensure data accuracy and consistency.
  • Easier transition of data semantics between Remedy ITSM and BMC Helix Platform. 
  • Easier conversion between types of Organization and Person. 
  • Reduced restrictions on Organization and Person so that customers have more control on Organization and Person data. 
  • Unrestricted Access person permission.
  • Company visibility for other Remedy ITSM companies.
  • Support Organization in the support hierarchy.

Supported scenarios to load Foundation data from Remedy ITSM to BMC Helix Platform

Customers can load Foundation data from Remedy ITSM in the following scenarios:

Scenario of loading Foundation data from Remedy ITSM for the first time

You are a customer of Remedy ITSM and have purchased applications developed on BMC Helix Platform, such as BMC Helix Chatbot. You want to use Foundation data from Remedy ITSM in BMC Helix Chatbot to ensure faster onboarding of users in your organization as well as to maintain data integrity. The administrator loads the out-of-the-box and custom Foundation data from Remedy ITSM to BMC Helix Platform for the first time. 

Scenario of continuously synchronizing updates to Foundation data from Remedy ITSM

Continuing with the above example, after loading Foundation data for the first time, you want to continuously synchronize the following types of Foundation data to maintain data integrity between Remedy ITSM and BMC Helix Platform:

  • Changes to existing custom Foundation data.

  • Newly-added custom Foundation data.

    Changes to out-of-the-box Foundation data are automatically synchronized. You are not required to perform any additional configurations.

    Note

    The sample Foundation data (seed data) is not synchronized from Remedy ITSM.

Before you begin

To avoid errors when loading Foundation data from Remedy ITSM to BMC Helix Platform, download the RemedyITSM_FoundationSYNC_Checklist.xlsx file and complete all the tasks. 

Workflow to load Foundation data from Remedy ITSM

The workflow to load Foundation data from Remedy ITSM to BMC Helix Platform can be divided in three phases—Preparing Remedy ITSM and BMC Helix Platform to load data, loading the Foundation data from Remedy ITSM. and verifying the loaded data.

The following table describes the tasks that you must perform in the specified sequence, the product in which you must perform the task, the description of the action that you must perform, and the reference to the procedure:

Task

ActionProduct

Reference

Phase 1: Preparing to load data from Remedy ITSM
1

(Applicable only if you want to load custom Foundation data)

Identify if there are any custom Foundation data fields in supported Remedy ITSM data such as People, Company, and so on. Also identify any existing out-of-the-box Remedy ITSM fields that are not currently loaded to BMC Helix Platform.

Remedy ITSM

Identifying fields added to view overlays

2

(Applicable only if you want to load custom Foundation data)

Extend the Foundation definitions in BMC Helix Platform to include the custom Foundation data fields in Remedy ITSM.

BMC Helix Platform

Extending BMC Helix Platform Foundation definitions
3

(Applicable only if you want to load custom Foundation data)

Create a Pentaho job and transformation in Remedy ITSM, so that the custom overlaid Foundation data is identified, read, and loaded to BMC Helix Platform for processing.

Remedy ITSMCreating a Pentaho job for custom Foundation data
4

(Applicable only if you want to load custom Foundation data)

Configure the synchronization of custom Foundation data changes, so that these changes are automatically synchronized to BMC Helix Platform.

  • Remedy ITSM
  • BMC Helix Platform
Synchronizing custom Foundation data changes to BMC Helix Platform
5

Connect the Foundation data repositories, so that Foundation data can be loaded from Remedy ITSM to BMC Helix Platform.

Remedy ITSMConnecting the Foundation data repositories
Phase 2: Loading data from Remedy ITSM for the first time
6

Load Foundation data to BMC Helix Innovation Studio for the first time.

  • Remedy ITSM
  • BMC Helix Platform
Loading and verifying Remedy ITSM Foundation data
7

Load Foundation associations to BMC Helix Innovation Studio for the first time.

  • Remedy ITSM
  • BMC Helix Platform
Loading and verifying Remedy ITSM Foundation associations
8

(Applicable only if you want to load custom Foundation data)

Load custom Foundation data to BMC Helix Innovation Studio for the first time.

  • Remedy ITSM
  • BMC Helix Platform
Loading and verifying custom Remedy ITSM Foundation data
Phase 3: Verifying data from Remedy ITSM
9

View and monitor the Foundation data changes that are automatically synchronized to BMC Helix Platform.

Remedy ITSM

Viewing the synchronized Foundation data

Process overview videos

  • The following video (3:32) provides the process overview of leveraging Foundation data from Remedy ITSM. 

 https://youtu.be/bMuYIHLGSY4


  • The following video (4:49) provides the process overview to load out-of-the-box Foundation data from Remedy ITSM. The video shows an older version of BMC Helix Platform. The previous product name was BMC Innovation Suite. Although there might be minor changes in the UI, the overall functionality remains the same.

 https://youtu.be/Gi-2yhasoZk


  • The following video (7:39) provides the process overview to load custom Foundation data from Remedy ITSM. The video shows an older version of BMC Helix Platform. The previous product name was BMC Innovation Suite. Although there might be minor changes in the UI, the overall functionality remains the same.

 https://youtu.be/0tXJA4OhGOc

Related topics

Foundation field mappings in Remedy ITSM and BMC Helix Platform

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