Subscription Services Included

BMC Helix Client Gateway is a prerequisite to ITSM customers, including BMC Helix ITSM, BMC Helix Digital Workplace, BMC Helix Knowledge Management by ComAround, BMC Helix Innovation Suite Apps (Business Workflows, Virtual Agent, Communication Service Providers, Multi-Cloud Broker, etc.). If you have a subscription with BMC Helix Operations Management, BMC Helix Discovery, BMC Helix Continuous Optimization and other ITOM services, these integrations do not apply to your subscription. 

BMC provides a flexible model for data integrations to and from its Helix services. Integrations may be configured using any approved communication method or adapter.

This topic contains the following information:

Approved integration methods

Any integrated system that communicates using one of the following methods is pre-approved. 

Method or AdapterServicesDescriptionBMC Helix Client Gateway Prerequisite
Web Services


BMC Helix Custom Applications

BMC Helix Business Workflows

This integration technology (XML, WSDL, UDDI, REST and SOAP) allows you to build distributed applications without programming and is the preferred method for integrating with BMC Helix services.

  • Use the Set Fields workflow action and a web services object to consume third-party web services in BMC Helix applications.
  • BMC Helix ITSM provides the ability for you to call a third-party REST API using Developer Studio, assuming the third-party application exposes its REST APIs. For lower versions, BMC Helix ITSM does not consume the REST service; it is for third-party consumption to the BMC Helix application only. For more information on this feature, see Calling third-party REST APIs Open link .
  • Use the AR System platform to create and publish a Web Services object.
The AR System API on the server is the most technically complex method. It requires knowledge of C programming and building executables. However, it provides access to all AR System server functionality for a tightly linked and high-performance integration.Yes
Java APIBMC Helix ITSMThe AR System Java API is a collection of Java classes that provide AR System C API functionality in a Java development environment. Developers can use this abstraction layer to quickly build enhanced applications for the web.Yes
AR System Plug-insBMC Helix ITSMAR System clients perform data operations on external systems through the AR System server, plug-in service, and plug-in related APIs. The plug-in service extends the AR System server to integrate with external data sources. The AR System server connects to the plug-in service, which activates the proper plug-in when a transaction is made.Yes
BMC Atrium Integrator (AI) adapter


Helix Custom Applications

Helix Business Workflows

The BMC Atrium Integrator adapter provides a single method of importing and exporting data to and from AR System and the BMC Helix ITSM suite. It supports the ability to import and export data from multiple types of data sources. These data sources include text files, Excel files, data in relational databases, data in other AR Server systems, AR data export files (.arx files), and more.Yes
File transfer process


BMC Helix Custom Applications

BMC Helix Business Workflows

Flat files may be pushed to a folder on the Mid Tier or AR server (depending on requirements) using the MFT process. Both encrypted and unencrypted connections and transfers are supported, however, encryption is recommended. The MFT process moves data to a point where it can be consumed by other mechanisms (such as AI or the Data Management utility) for importing data into BMC Helix ITSM applications. See Lifecycle Requests for information about how to request FTP directory configuration. See  Data Management Open link for more information about the Data Management utility.

Security Assertion Markup Language (SAML)


BMC Helix Custom Applications

BMC Helix Business Workflows

SAML is a standards-based authentication protocol that allows federated authentication between your environment and the Helix applications. It is the preferred method for authentication. See Federated authentication for more information about SAML.No
Simple Mail Transfer Protocol (SMTP) transactions


BMC Helix Custom Applications

BMC Helix Business Workflows

BMC Helix Client Management

The inbound and outbound email integration service enables customers to open tickets in their BMC Helix environment using email and to receive notification emails for events such as ticket creation, updates, and so on. See Planning email integration with BMC Helix services and Inbound and outbound email integration for additional information.No
Computer telephony integration (CTI)BMC Helix ITSM

Computer telephony systems such as Avaya and Cisco can integrate directly into the Smart Recorder feature of Smart IT. If the phone system software also has IVR capabilities, it can pass a verbal description of the issue to Smart Recorder as text. See  Integrating Smart Recorder with phone systems Open link for details.



  • BMC imposes a 10MB limit on all attachments.
  • Web services, FTP, SAML, SMTP and CTI integrations are not allowed via BMC Helix Client Gateway and have to be consumed via other routes (e.g. internet-facing endpoints).

For any integration not using a pre-approved method above, the customer (or their designated onboarding partner) must submit a request to BMC’s CRB in advance of development. See the BMC Helix ITSM Customization Policy for additional information.

Non-standard integration methods 

BMC supports the use of Java filters and AR Server Database Connectivity (ARDBC) plug-ins under certain conditions. See Customizations as part of integrations for a detailed summary of what types of customizations are allowed in BMC's cloud, and how to get approval to implement them.

Integration development and maintenance

BMC Helix customers are responsible for:

  • Procurement, installation, and maintenance of any on-premises integrated system
  • Implementation and configuration of the integration (this typically requires a statement of work from an onboarding partner)
  • Ongoing maintenance of all integrated systems throughout the service term (this includes upgrades required to any on-premises integrated system to ensure version compatibility with the Helix service)
  • Obtaining approval from BMC’s CRB in advance of the implementation of any integration not communicating using an approved method
  • Requesting assistance from BMC SaaS Operations for port configurations
  • Configuring the BMC Helix Client Gateway on-premises component for an integration requiring low-level security (see BMC Helix Client Gateway connectivity for additional information)

BMC Helix integration service offerings

BMC also offers out-of-the-box integration connectors via its BMC Helix Multi-Cloud Broker service for incident brokering, ticket consolidation, DevOps platform integrations, and other use cases, as well as its BMC Helix iPaaS service for pre-built third-party application connectors and a robust API Multi-Cloud Broker.

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  1. Jeff Lockemy

    I'm not sure why you would need BMC Helix Client Gateway for the Computer Telephony Integration (CTI).  The telephone system is simply popping up a URL to Smart IT and passing parameters.  Is that a typo in the doc?

    Oct 28, 2019 11:14
  2. Cecilia Lasecki

    link "BMC Helix Client Gateway connectivityaddress to BMC Helix Client Activation instead of Gateway.

    Feb 20, 2020 10:33
  3. Francois Seegers

    BMC note as part of their sales message that  BMC Helix iPaaS platform is the future forward, why still promoting BMC Helix Multi-Cloud Broker

    Oct 25, 2021 11:01
    1. Betty Xu

      Hi Francois, a point of clarification - BMC Helix iPaaS allows users to create integrations while BMC Helix Multi-Cloud Broker (MCB) is an application for BMC Helix ITSM ticket brokering.  Helix MCB uses Helix iPaaS as an underlying technology, and other use cases include SIAM, Security Incident Management, Ticket Consolidation, Cloud Monitoring, and DevOps. 

      Please don't hesitate to let us know if you have more questions! 

      Nov 04, 2021 02:52
      1. Francois Seegers

        Hi Betty, thanks for clarifying.

        Nov 04, 2021 10:11
  4. Sudeepkumar Chandrasekaran

    Can we use REST to integrate from Business Workflows (cloud ) to 3rd party interfaces ? do we need client gateway for such an integration ? 3rd party interface may be on-premise.

    Nov 25, 2022 08:58
    1. Dhanya Menon

      Hello Sudeep,

      Thank you for the query.

      If the third-party APIs are not exposed over the Internet and are accessible from the customer-end infrastructure or through the Client Gateway, then BMC Helix would be able to consume it via Client Gateway.

      If possible, please give us more details about the use case and we will do our best to help.



      Jan 19, 2023 07:41
  5. SudeepKumar Chandrasekaran

    We need to integrate from BWF -> Docuware (onpremise). what integration mechanisms are available ? this is bascially transferring file from BWF to docuware

    Jul 31, 2023 04:23
    1. Dhanya Menon

      Thank you for your query, Sudeep. Please see Ashok's reply below.



      Sep 21, 2023 05:58
  6. Ashok Kumar Jha

    Hi Sudeep, Using automated tasks (Process) in Business workflows, you can call the third party REST apis. Since Docuware is hosted on premise, you need to use Client Gateway to transfer files/attachments. Thanks.

    Sep 21, 2023 05:49