Synchronizing ServiceNow problem records with BMC Helix ITSM problem records by using Jitterbit Harmony

BMC Helix iPaaS, powered by Jitterbit provides a pre-built integration template to bidirectionally synchronize ServiceNow problem records with BMC Helix ITSM problem records. To use the integration template with the values defined out of the box, you update the project variables with details of your systems and deploy the integration template. 

The template provides the following capabilities: 

Use case

BMC Helix ITSM to ServiceNow

ServiceNow to BMC Helix ITSM

Create problems

Creates a ServiceNow problem record from a new BMC Helix ITSM problem record

Creates a BMC Helix ITSM problem record from a new ServiceNow problem record
Update problemsUpdates a ServiceNow problem record from an updated BMC Helix ITSM problem recordUpdates a BMC Helix ITSM problem record from an updated ServiceNow problem record
Synchronize activity notes
or attachments 
Synchronizes an activity note or an attachment from a BMC Helix ITSM problem record with a ServiceNow problem recordSynchronizes an activity note or an attachment from a ServiceNow problem record with a BMC Helix ITSM problem record
Synchronize statusesSynchronizes the status of a BMC Helix ITSM problem record with a ServiceNow problem recordSynchronize the status of a ServiceNow problem record with a BMC Helix ITSM problem record

BMC Helix ITSM to ServiceNow data flows

The following image gives an overview of the data flow for creating a ServiceNow problem record from a BMC Helix ITSM problem record:


The following image gives an overview of the data flow for updating a ServiceNow problem record from a BMC Helix ITSM problem record:


ServiceNow to BMC Helix ITSM data flows

The following image gives an overview of the data flow for creating a BMC Helix ITSM problem record from a ServiceNow problem record:

The following image gives an overview of the data flow for updating a BMC Helix ITSM problem record from a ServiceNow problem record:


Before you begin

You require the following items to successfully set up and use this integration: 

Required versions
  • Service Now Paris version 
  • BMC Helix ITSM version 22.1
Authentication and permissions
  • Administrator access to a ServiceNow account
  • Administrator access to BMC Helix ITSM
Jitterbit Harmony subscription

A valid  BMC Helix iPaaS  subscription

Application registration

Generate client ID and secret for BMC Helix iPaaS to register your BMC Helix iPaaS instance with ServiceNow. To do this, you must create an OAUTH API endpoint in ServiceNow, and then add the client ID and secret in the client_id and client_secret project variables defined in the project.
For more information about generating an OAUTH endpoint, see the ServiceNow documentation to create an endpoint for clients to access the instance.

Task 1: To download and import the integration template project file

  1. Download the Sync ServiceNow Problem with BMC Helix ITSM Update 2022-07-01 file.
    This file contains the BMC Helix iPaaS Cloud Studio project BiDirectional_Sync_ServiceNow_Problem_With_BMC_Helix_ITSM_Problem.

    Important

    Your ability to access product pages on the EPD website is determined by the license your company purchased.

  2. As a developer, log in to BMC Helix iPaaS and navigate to the Cloud Studio.
  3. On the projects page, click Import.
  4. To navigate to and select the Sync ServiceNow Problem with BMC Helix ITSM Update.json file you downloaded, click Browse.
    The Project Name and Organization fields are automatically populated depending on the values defined. 
  5. From the Environment list, select the environment to which you want to import this integration template, and then click Import.
    The project opens after the integration template is imported. 
  6. To open the project file at a later time, select the environment where the integration templates are available, and then select the BiDirectional_Sync_ServiceNow_Problem_With_BMC_Helix_ITSM_Problem project.

Task 2: To update the project variables for the integration template

  1. Next to the Environment name, click the ellipsis ... and select Project Variables.
  2. Update the following project variables:
    • Access points and authentication details for ServiceNow, BMC Helix ITSM, and BMC Helix iPaaS applications

      Project variableAction
      BMC Helix ITSM
      ITSM_EndpointEnter the BMC Helix ITSM host URL.
      ITSM_UserEnter the user ID to access BMC Helix ITSM
      ITSM_PasswordEnter the password of the user to access BMC Helix ITSM
      ITSM_Company

      Enter the name of a valid BMC Helix ITSM company for which the problem must be created; for example, Calbro Services.

      ITSM_Problem_URLEnter the REST API URL of the BMC Helix ITSM instance. The integration uses this URL to construct the Problem URL. The ServiceNow field defined in the Source_Reference_Field1 project variable stores this URL.

      Important: If both ITSM_Problem_URL and ITSM_Midtier_URL are provided, the ITSM_Problem_URL is given preference.

      ITSM_Midtier_URLEnter the REST API URL for Mid Tier.

      Important: Provide the Remedy Mid Tier URL if you have not implemented BMC Remedy with Smart IT. 

      ITSM_Service_Type

      Enter a valid BMC Helix ITSM Service Type.

      The default value for this variable is User Service Restoration.

      Valid values are:

      • User Service Restoration
      • User Service Request
      • Infrastructure Restoration
      • Infrastructure Event
      • Security Problem
      ITSM_Webhook_Name

      Enter the name of the webhook created in the BMC Helix ITSM instance.

      By default, set to BHIP_Webhook.

      ServiceNow
      ServiceNow_EndpointEnter the URL of the ServiceNow instance.
      ServiceNow_UserEnter the user ID to access ServiceNow.
      ServiceNow_PasswordEnter the password of the user to access ServiceNow.
      ServiceNow_Client_IdEnter the OAUTH API endpoint ID generated in ServiceNow.
      ServiceNow_Client_SecretEnter the OAUTH API endpoint client secret generated in ServiceNow.
      ServiceNow_Reference_Field1

      Enter the name of a valid ServiceNow field to store the URL of the ITSM problem.

      We recommend that you set this value to correlation_display.

      Important: If you have provided the Target_Midtier_URL value, the allowed field length of the ServiceNow field must be 300 characters or more for the complete URL to be stored in the field. If you choose to select the correlation_display value, you need to manually update the field size to 300 characters.

      ServiceNow_Reference_Field2

      Enter the name of a valid ServiceNow field to populate the corresponding ITSM problem number.

      We recommend that you set this value to correlation_id.

      BMC Helix iPaaS

      BHIP_Url

      Enter the URL to access BMC Helix iPaaS.

      BHIP_User

      Enter the user ID to access BMC Helix iPaaS.

      BHIP_User_Password

      Enter the password of the user to access BMC Helix iPaaS.

    • Webhook API variables

      Project variablesAction
      BHIP_API_Name_Suffix

      Enter a suffix to be added to the name of the Webhook API that is created in BMC Helix iPaaS to handle requests from BMC Helix ITSM and ServiceNow.

      By default, this value is set to SyncITSMToSnow.

      BHIP_API_User_Roles

      Enter comma-separated values of the user roles assigned for the BMC Helix iPaaS API.

      Only a user with these roles can access the APIs. Leave this value blank to restrict access only to administrators.

      BHIP_API_Response_Type_ITSM
      Enter the REST API response type used by the Webhook API to handle requests from BMC Helix ITSM. This value is added in the BMC Helix iPaaS Jitterbit API. 

      By default, the value is set to FINAL_TARGET.

      BHIP_API_Response_Type_SNOW
      Enter the REST API response type used by the Webhook API to handle requests from ServiceNow. This value is added in the BMC Helix iPaaS Jitterbit API. 

      By default, the value is set to NO_RESPONSE.

      BHIP_Webhook_Security_Profile_Type

      Enter a security profile type. 

      You can set the following values for this variable:

      • BASIC
      • ANONYMOUS

      The default value is BASIC.

      A security profile type defines the authentication type to be used by the Webhook API. This value is added in the BMC Helix iPaaS Jitterbit API.

      BHIP_API_Security_Profile_Type_ITSM

      Enter a security profile type. 

      You can set the following values for this variable:

      • BASIC
      • APIKEY
      • ANONYMOUS

      The default value is BASIC.

      A security profile type defines the authentication type to be used by the Webhook API while accessing BMC Helix ITSM. This value is added in the BMC Helix iPaaS Jitterbit API.

      Important:

      • For profile types supported by the ITSM application, the security profiles are automatically created by the integration template when you enable the integration. 
      • BMC Helix iPaaS does not support OAuth authentication for this application.
      BHIP_API_Security_Profile_BASIC_Auth_Username_ITSMFor security profile type BASIC, enter the user name to be used to create the security profile.
      The Jitterbit API and the Webhook API use this user name for authentication while accessing BMC Helix ITSM.
      BHIP_API_Security_Profile_BASIC_Auth_Password_ITSMFor security profile type BASIC, enter the password for the security profile created. 
      The Jitterbit API and the Webhook API use this password for authentication while accessing BMC Helix ITSM.

      BHIP_API_Security_Profile_Type_SNOW

      Enter a security profile type.

      You can set the following values for this variable:

      • BASIC
      • APIKEY
      • ANONYMOUS

      The default value is BASIC.

      A security profile type defines the authentication type to be used by the Webhook API while accessing ServiceNow. This value is added in the BMC Helix iPaaS Jitterbit API.

      Important:

      • For profile types supported by the ServiceNow application, the security profiles are automatically created by the integration template when you enable the integration. 
      • BMC Helix iPaaS does not support OAuth authentication for this application.
      BHIP_API_Security_Profile_BASIC_Auth_Username_SNOWFor security profile type BASIC, enter the user name to be used to create the ServiceNow security profile.
      The Jitterbit API and the Webhook API use this user name for authentication while accessing ServiceNow.
      BHIP_API_Security_Profile_BASIC_Auth_Password_SNOWFor security profile type BASIC, enter the password for the ServiceNow security profile created. 
      The Jitterbit API and the Webhook API use this password for authentication while accessing ServiceNow.
      BHIP_API_Security_Profile_ApiKey_Name_SNOW 

      For security profile type APIKEY, enter the name of the APIKEY to be used for the security profile.

      The Jitterbit API and the Webhook API use this APIKEY for authentication while accessing ServiceNow.

      BHIP_API_TimeOut

      Enter a value in seconds for an API timeout.

      The minimum value must range between 30 and 180. By default, the value is set to 60.

      ServiceNow_Webhook_APIKEY

      Enter the ServiceNow system property that has apikey for the BMC Helix iPaaS APIKEY authentication profile.

      ServiceNow_Webhook_Basic_User

      Enter the ServiceNow system property name to store BMC Helix iPaaS BASIC authentication user name.

      ServiceNow_Webhook_Basic_Password

      Enter the ServiceNow system property name to store BMC Helix iPaaS BASIC authentication password.

      ServiceNow_Webhook_Business_Rule_NameEnter the name of the business rule created for the ServiceNow Webhook configuration.
      ServiceNow_Webhook_Property_Name

      Enter the name of the ServiceNow system property that stores the BMC Helix iPaaS integration API.

      ServiceNow_Webhook_Script_Include_NameEnter the name of the script include value to be used for the Webhook configuration.
    • Email notification configurations

      Project variableAction
      BHIP_SMTP_HostnameEnter SMTP host details for email configuration.
      BHIP_To_Email_AddressEnter the email address to which you want to send the notification emails.
      BHIP_From_Email_AddressEnter the email address from which the notification emails must be sent.
      BHIP_Email_SubjectEnter the default subject line for the notification email.
      BHIP_Email_EnabledDefine if notification emails must be sent.

      By default, the value is set to true. If you want to disable email notifications, update the default value to false.

      BHIP_Email_On_SuccessDefine if emails must be sent if the workflow is successful.

      By default, this value is set to true. To disable email notifications for successful operations, set the value to false.

      BHIP_Email_On_ErrorDefine if emails must be sent if an error occurs in the workflow.

      By default, this value is set to true. To disable email notifications for errors, set the value to false.

(Optional) Task 3: To review and update out-of-the-box field mappings

Out-of-the-box field mappings are defined in the transformation elements that belong to the following operations:

  • Query ServiceNow problem operation in the SNOW to ITSM workflow
  • Process Source Payload And Preparing Payload For Create and Update Problem Actions in Service Now operation in the ITSM to SNOW workflow

For additional information about the workflow, see Workflows included in the integration template.

ServiceNow to BMC Helix ITSM field mappings

The following out-of-the-box fields are mapped in the Mapping servicenow problem to variable transformation element for the SNOW to ITSM - Query ServiceNow problem operation.

ServiceNow fieldITSM field
Close NotesClosed Notes
Contact Type

Contact Type

Correlation IDCorrelation ID
DescriptionDescription
Impact

Impact

NumberIncident in SNOW
PriorityPriority
Short DescriptionShort Description
Problem State

Status

System IDSystem ID
UrgencyUrgency

For Contact Type, Impact, State, and Urgency fields that support only specific values, corresponding value mappings are provided in the following table:

ServiceNow to ITSM field mappingServiceNow valuesITSM values
Contact Type to Contact TypeSelf Serviceself-service
Emailemail
Phonephone
Walk Inwalk-in
Impact to Impact1-Extensive/Widespread1
3-Moderate/Limited2
4-Minor/Localized3
Problem State to StatusDraft101
Assigned102
Under Investigation103
Under Investigation104
Completed106
Closed107
Urgency to Urgency1-Critical1
3-Medium2
4-Low3

You can edit the ServiceNow to BMC Helix ITSM field mappings provided by the integration template. To do so, you need to update the transformation element in the workflow and map the fields. 

Important

You can't update out-of-the-box value mappings for the fields that support only specific values. 

To update out-of-the-box ServiceNow to BMC Helix ITSM field mappings

  1. Open the BiDirectional_Sync_ServiceNow_Problem_With_BMC_Helix_ITSM_Problem project.
  2. On the Workflows tab, in the SNOW to ITSM workflow, scroll to the Query ServiceNow problem operation.
  3. Click the Mapping servicenow problem to variable transformation element, and select View/Edit.
  4. In the Target pane, from the View menu, select Mapped.
  5. From the Variables tab in the Source pane, drag a variable to a field mapping you want to update in the Mappings section.
  6. Click Return to workflow .

    Important

    If the integration template is already deployed, you must deploy it again after you make changes to the mappings.

    For more information about deploying the proejct, see Task 4: To deploy and enable the project.

BMC Helix ITSM to ServiceNow field mappings

The following table lists out-of-the-box fields mapped in the Mapping Response transformation element of the ITSM to SNOW - Process Source Payload And Preparing Payload For Create and Update Problem Actions in Service Now operation.

ITSM fieldsServiceNow fields
Broker Vendor NameBroker Vendor Name
DescriptionDescription
Detailed DescriptionDetailed Description

Impact

Impact
InstanceIdInstance ID
Investigation StatusHold Reason
Investigation StatusClose Code
Investigation StatusState
First Name, Last NameCaller
Problem Investigation IDCorrelation ID
UrgencyUrgency
Vendor Ticket NumberVendor Ticket Number

For Impact, Investigation Status, Status, and Urgency fields that support only specific values, corresponding value mappings are provided in the following table:

ITSM to ServiceNow field mappingsITSM valuesServiceNow values
Impact to Impact 

1

1-Extensive/Widespread
12-Significant/Large
23-Moderate/Limited
34-Minor/Localized
Investigation Status to Hold Reason1Pending
Investigation Status to Close CodeClosed/Resolved by CallerClosed
Solved (Permanently)Resolved
Investigation Status to State101Draft
102Assigned
103Under Investigation
104Under Investigation
106Completed
107Closed
Urgency to Urgency11-Critical
12-High
23-Medium
34-Low

You can edit the BMC Helix ITSM to ServiceNow field mappings provided by the integration template. To do so, you need to update the transformation element in the workflow and map the fields.

Important

You can't update out-of-the-box value mappings for the fields that support only specific values. 

To update out-of-the-box BMC Helix ITSM to ServiceNow field mappings

  1. Open the BiDirectional_Sync_ServiceNow_Problem_With_BMC_Helix_ITSM_Problem project.
  2. In the ITSM to SNOW workflow, scroll to the Process Source Payload And Preparing Payload For Create and Update Problem Actions in Service Now operation.
  3. Click the Mapping Response transformation element, and then click View/Edit.
  4. In the Target pane, from the View menu, select Mapped.
  5. From the Variables tab in the Source pane, drag a variable to a field mapping you want to update in the Mappings section.
  6. Click Return to workflow .

Important

If the integration template is already deployed, you must deploy it again after you make changes to the mappings.

For more information about deploying the project, see Task 4: To deploy and enable the project.

Task 4: To deploy and enable the project

Deployment is a one-time activity that initializes the integration configurations. The UI displays a message for the deployment status.

To deploy the project and then enable the integration:

  1. To deploy the project, next to the project name, click the ellipsis ..., and select Deploy Project.
  2. To enable the integration, next to the Enable Integrations workflow, click the ellipsis ..., and select Deploy

The following image shows the steps to deploy the project and enable it by deploying the workflow:

After you enable the integration, when a problem record is created in ServiceNow, a corresponding problem is created in BMC Helix ITSM, and the converse is true. Any updates made to the ServiceNow problem record are synced with the BMC Helix ITSM problem record, and the converse is true. The Problem Number field is synced to the Correlation Id field in ServiceNow, and the ServiceNow problem ID is synced to the Vendor Ticket Number field in BMC Helix ITSM.

(Optional) Task 5: To set the time for API debug mode

By default, the debug mode is set to 2 hours after you run the integration. Debug logs are updated for the time set for the debug mode. To increase the debug mode for a longer period of time, perform the following steps:

  1. In BMC Helix iPaaS, select API Manager > My APIs.
  2. Open the required API.
  3. Select Enable Debug Mode Until: and set it for the required date and time.
  4. Save and publish the API.

(Optional) Task 6: To update the default trigger conditions for the Sync ITSM to ServiceNow problem project

You can update the trigger condition defined out of the box for the integration by updating the Webhook configuration added to BMC Helix ITSM. 

  1. As an administrator, log in to Mid Tier.  
  2. In the Basic Information section, enter the value of the Source_Webhook_Name project variable in Description, and then click Search
    The three Webhook configurations for create, update, and worklog events are displayed. They are defined, respectively, for creating a webhook, updating a webhook, and creating a worklog. 
  3. Click the configuration to update the trigger condition for that event. 
  4. In the Event Information section, select the Events, or in Qualification, enter the qualification to trigger the Webhook configuration. For example, you can set the qualification to 'Status' != "Closed".

(Optional) Task 7: To map custom ServiceNow fields to existing BMC Helix ITSM fields

You can map custom fields created in ServiceNow to existing BMC Helix ITSM fields by updating the mappings in the integration template. If you delete a custom field that is not mapped to a mandatory field in BMC Helix ITSM, the integration continues to work. However, we recommend that you delete the field mappings from the integration template project.

To add the field mapping for a new custom field created in ServiceNow

  1. Log in to BMC Helix iPaaS as a developer and navigate to the Cloud Studio.

  2. Select the environment where the integration templates are available.

  3. Select the BiDirectional_Sync_ServiceNow_Problem_With_BMC_Helix_ITSM_Problem project.
  4. Expand the SNOW to ITSM workflow.
  5. Refresh the schema to include the custom fields added to ServiceNow.
    1. In the Query ServiceNow problem operation, click the Query problem element, and then click View/Edit.
    2. Click Step 1 in the query, and then click Refresh.
    3. From the Select an Object list, select the problem table, and then click Next.
    4. On Step 2, to ensure that your custom field is added to the list of problem fields, click Refresh.
    5. When the problem field table is loaded, to select any new fields added to the ServiceNow problem table, clear the SELECT ALL option and then select it again. 
    6. Click Next, and then on Step 3, click Finished
  6. To create and update mappings for the custom field in other transformations, create a global variable for the custom field.
    1. In the Query ServiceNow problem operation, click the Mapping servicenow problem to variable transformation element, and then click View/Edit.
    2. In the Target pane, click Settings and select Edit schema.
    3. To add the field mapping for the custom field, click +Add Field.
    4. Scroll to the bottom of the field list, enter the field name and select the Type, and then click Save Changes.
    5. To create and update the mapping for the custom field in other transformations, in the Target pane, click the Script icon next to the new field and add a global variable entry for the field. For example, add the following global variable to the script:
      $custom_field = OUTPUT$problem$Entity.u_custom_field$;
  7. Follow these steps to map the custom field to an existing BMC Helix ITSM field:
    1. In the Create problem in ITSM operation, click the Create Problem Request transformation element, and then click View/Edit.
    2. From the Variables tab in the Source pane, drag the global variable you created for your custom field, and then map it to the BMC Helix ITSM field in the Target pane.
    3. Click Return to workflow .
    4. Similarly, map the global variable to the BMC Helix ITSM field in the Update Problem Transformation element of the Update ITSM problem operation.
  8. To deploy the integration after you update the field mappings, follow the instructions provided in Task 4: To deploy and enable the project.
  9. If you delete the custom field from BMC Helix ITSM, you must delete the custom field mapping in the integration template. To delete the custom field mappings:

    1. In the Query ServiceNow problem operation, refresh the schema in the Query problem element.
    2. Remove the global variable created in the Mapping servicenow problem to variable transformation element in the Query ServiceNow problem operation.
    3. In the Create problem in ITSM operation, remove the field mappings defined for the custom field in the Create Problem Request transformation element.
    4. In the Update ITSM problem operation, remove the field mappings defined for the custom field in the Update Problem Transformation transformation element.
    5. Deploy the integration.
      For more information about deploying the project, see Task 4: To deploy and enable the project.

(Optional) Task 8: To map custom BMC Helix ITSM fields to existing ServiceNow fields

You can also map custom fields created in BMC Helix ITSM to existing ServiceNow fields by updating the mappings in the integration template. If you delete a custom field that is not mapped to a mandatory field in ServiceNow, the integration continues to work. However, we recommend that you delete the field mappings from the integration template project.

To add the field mapping for a new custom field created in BMC Helix ITSM

  1. Log in to BMC Helix iPaaS as a developer and navigate to the Cloud Studio.

  2. Select the environment where the integration templates are available.

  3. Select the BiDirectional_Sync_ServiceNow_Problem_With_BMC_Helix_ITSM_Problem project.
  4. Expand the ITSM to SNOW workflow.
  5. Refresh the schema to include the custom fields added to BMC Helix ITSM.
    1. In the Process Source Payload And Preparing Payload For Create and Update Problem Actions in Service Now operation, click the Query element, and then click View/Edit.
    2. Click Step 1 in the query, select SELECT FROM LIST option, and then click Refresh.
    3. From the Select a Form list, select the problem interface, and click Next.
    4. On Step 2, to ensure that your custom field is added to the list of problem fields, click Refresh, and then click Finished.
  6. To create and update mappings for the custom field in other transformations, create a global variable for the custom field.
    1. In the Process Source Payload And Preparing Payload For Create and Update Problem Actions in Service Now operation, click the Mapping Response transformation element, and then click View/Edit.
    2. In the Target pane, click Settings and select Edit schema.
    3. To add the field mapping for the custom field, click +Add Field.
    4. Scroll to the bottom of the field list, enter the field name and select the Type, and then click Save Changes.
    5. To create and update the mapping for the custom field in other transformations, in the Target pane, click the script icon  next to the new field and add a global variable entry for the field. For example, add the following global variable to the script:
      $custom_field = OUTPUT$problem$Entity.u_custom_field$;
  7. Follow these steps to map the custom field to an existing ServiceNow field:
    1. In the Create New Problem in ServiceNow operation, click the Create SNOW Problem transformation element, and then click View/Edit.
    2. From the Variables tab in the Source pane, drag the global variable you created for your custom field, and then map it to the ServiceNow field in the Target pane.
    3. Click Return to workflow .
    4. Similarly, map the global variable to the BMC Helix ITSM field in the Prepare ServiceNow Update Request Payload element of the Update ServiceNow Problem operation.
  8. To deploy the integration after you update the field mappings, follow the instructions provided in Task 4: To deploy and enable the project.
  9. If you delete the custom field from ServiceNow, you must delete the custom field mapping in the integration template. To delete the custom field mappings:

    1. In the Process Source Payload And Preparing Payload For Create and Update Problem Actions in Service Now operation, refresh the schema in the Query element.
    2. Remove the global variable created in the Mapping Response transformation element in the Process Source Payload And Preparing Payload For Create and Update Problem Actions in Service Now operation.
    3. In the Create New Problem in ServiceNow operation, remove the field mappings defined for the custom field in the Create SNOW Problem transformation element.
    4. In the Update ServiceNow Problem operation, remove the field mappings defined for the custom field in the Prepare ServiceNow Update Request Payload transformation element.
    5. Deploy the integration.
      For more information about deploying the project, see Task 4: To deploy and enable the project.

Workflows included in the integration template

The following workflows are defined as a part of the integration template. Refer to the following details of the operations and configurations defined within each workflow.

Enable Integration

This workflow defines the operations to control the sync between ServiceNow and BMC Helix ITSM. The following operations are included in this workflow:

Operation name

Actions performed

Enable IntegrationCreates all the required webhooks for the template and enables the integration
Create a Single API

Creates the API in BMC Helix iPaaS after enabling the integration

Login into Jitterbit

Logs in to Jitterbit by using the credentials provided in the project variables

Check Custom API and Security Profiles existChecks if the Custom API and security profiles exist
Delete API and Security Profile if neededDeletes existing APIs or security profiles, if required
Create Security Profiles and Custom API

Creates security profiles and REST APIs in BMC Helix iPaaS

Publish Custom API

Publishes the custom APIs to BMC Helix iPaaS

Create Webhook in ServiceNowLogs in to ServiceNow by using the credentials provided in the project variables
Check webhook artifact existVerifies if the Webhook API configurations exist in ServiceNow
Create webhook artifactCreates the Webhook API configuration in ServiceNow
Update webhook artifactIf the Webhook API configuration exists in ServiceNow, updates the configuration with the new data
Failure NotificationSends an email notification if the Webhook API configuration is not added to ServiceNow

BHIP Operations

This workflow defines the operations required to enable the integration after all the required project configurations are completed. The following operations are included in this workflow:

Operation name

Actions performed

BHIP Login

Logs in to BMC Helix iPaaS by using the credentials provided in the project variables

BHIP Get Api and Security Profiles detailsVerifies if any custom APIs or security profiles exist for the ServiceNow integration
BHIP Create Security Profiles or Custom API

Creates the security profiles and REST APIs in BMC Helix iPaaS

BHIP Delete API or Security ProfileDeletes existing APIs or security profiles, if required
BHIP Publish API

Publishes the custom APIs to BMC Helix iPaaS and ServiceNow

ITSM Operations

This workflow creates the Webhook API required for BMC Helix ITSM. The following operations are included in this workflow:

Operation name

Actions performed

Create ITSM Webhook DriverCreates all the required Webhook APIs for the integration
Login to ITSMLogs in to BMC Helix ITSM by using the credentials provided in the project variables
Get All WebhooksRetrieves Webhook API configurations that exist in BMC Helix ITSM for the integration

Create ITSM Webhook

Creates the Webhook API configuration in BMC Helix ITSM
Update ITSM WebhookUpdates the Webhook API configuration

Delete existing ITSM Webhook

If the Webhook API configuration exists, deletes this configuration

SNOW to ITSM

Operation name

Actions performed

Service Now Flow ControllerEnables all the API entry points by using the details provided in the project variables
Query ServiceNow problemGets details of the ServiceNow problem record to create the corresponding problem in BMC Helix ITSM
Create problem in ITSMMaps the required ServiceNow fields to the BMC Helix ITSM problem record fields
Upload Attachment for SNOW ProblemGets the list of attachments for the ServiceNow problem record and parses attachment data
Update Vendor Ticket NumberUpdates the Vendor Ticket Number field in BMC Helix ITSM 
Update ServiceNow Url in Itsm Activity LogUpdates the URL of the ServiceNow problem record in the BMC Helix ITSM worklog
Update ITSM Problem ID in ServiceNow

Updates the ServiceNow problem record with the ID of the BMC Helix ITSM problem record

Check Problem Data UpdatedChecks the updated data in the ServiceNow problem record
Update ITSM problem
  • When the ServiceNow problem record is updated, queries BMC Helix ITSM for the corresponding problem request
  • Maps the ServiceNow fields to the BMC Helix ITSM fields
  • Updates the existing BMC Helix ITSM problem record with the updated values
Error NotificationSends an email notification if problem creation or update fails
Login ITSMLogs in to BCM Helix ITSM
Get worklog for ITSM problemGets the activity notes for the BMC Helix ITSM problem record
Update Work NotesUpdates the Work Info field in BMC Helix ITSM
Fetch ITSM Problem ID From Snow ProblemGets the ID of the BMC Helix ITSM problem record from the ServiceNow problem record
Get Attachment FileChecks for attachments in the ServiceNow problem record
Upload Attachment File to ITSMAdds attachments from the ServiceNow problem record to the BMC Helix ITSM problem record

ITSM to SNOW

This workflow creates the ServiceNow problem record when a BMC Helix ITSM problem record is created or updated. The following operations are included in this workflow:

Operation nameActions performed
ITSM Flow ControllerEnables all the API entry points by using the details provided in the project variables

Process Source Payload And Preparing Payload For Create and Update Problem Actions in Service Now

Gets the ITSM problem data on a create event, and then calls the next operation based on the Vendor Ticket Number and Event Type

ITSM to SNOW - Create New Problem in ServiceNowFor a new BMC Helix ITSM problem record, maps the required ITSM fields to the ServiceNow problem record fields to create a new problem in ServiceNow
Fetch ServiceNow Problem IDGets the Number and System ID of the ServiceNow problem record
Fetch requestIdGets the Number of the BMC Helix ITSM problem record
SNOW TO ITSM - Update ServiceNow Problem ID and URL in ITSM Problem
Updates the ITSM problem with the ServiceNow problem record URL and number
Check ITSM Problem Data changedChecks for updates in the BMC Helix ITSM problem record
Update Service Now Problem

Saves the updates to the ServiceNow problem record

  • When a BMC Helix ITSM problem record is updated, queries ServiceNow for a corresponding problem request
  • Maps the BMC Helix ITSM fields to the ServiceNow fields
  • Updates the existing ServiceNow problem record with the updated values
Process Source WorkNote Payload And Preparing Payload For Creating WorkNote in Service NowGets required data to create or update details of a worklog added to the BMC Helix ITSM problem record
Update WorkNotes in ServiceNow

Updates the worklog in ServiceNow

Query Attachment File in ITSMChecks for attachments in the BMC Helix ITSM worklog
Upload Attachment File to ServiceNowAdds attachments from the BMC Helix ITSM problem record to the ServiceNow problem record
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