This documentation supports the 22.1 version of BMC Helix ITSM.

To view an earlier version, select the version from the Product version menu.

Configuring automatic creation of Digital Workplace Catalog service requests from fulfillment ticket

As an administrator, you can configure BMC Helix ITSM to automatically create service requests from BMC Helix ITSM fulfillment tickets in BMC Helix Digital Workplace Catalog. After this configuration is done, end users can view information about fulfillment requests, such as activity log entries in the service request tickets in BMC Helix Digital Workplace Catalog.

Automatic creation of service requests from fulfillment ticket reduces the time spent by end users in manually creating the requests in BMC Helix Digital Workplace Catalog application. It also reduces the work load for service desk agents in switching between the applications.

This configuration can only be done with BMC Helix Digital Workplace version 18.05 or later. The configuration parameters are available in the Centralized configuration.


Related topics

Configuring incident rules Open link

Integration methods

Fulfilling service requests Open link

Setting the service request status Open link

Creating service requests from BMC Helix ITSM Open link

Before you begin

Make sure that the end-to-end integration between BMC Helix ITSM and BMC Helix Digital Workplace Catalog is functional. For more information, see Integrating BMC applications with BMC Digital Workplace Catalog using plugins Open link .


To automatically create BMC Helix Digital Workplace Catalog request on submitting a ticket

  1. In a browser, enter the following URL address:
    https://<midTierServerInstallDir>/arsys/
  2. Log in to Mid Tier.
  3. Select  AR System Administration > AR System Administration Console > System > General > Centralized Configuration.
  4. From the Component Name menu, select com.bmc.itsm.sbe.
  5. Select asterisk (*) on the side bar
    The * is marked for the configuration parameters that are available in the global settings in the Centralized Configuration.
     
  6. Specify the Setting Value.

    The following table provides the descriptions of the available options in AR System Configuration Generic UI:

    Field nameDescription
    sbeConnectorName

    This configuration parameter is used to create BMC Helix Digital Workplace requests automatically when a BMC Helix ITSM fulfillment record is submitted.

    The connector name is obtained from BMC Helix Digital Workplace Catalog admin.

    Important: The value for the sbeConnectorName setting must match in BMC Helix ITSM and BMC Helix Digital Workplace Catalog applications to establish an end-to-end integration.

    sbeDomain

    BMC Helix Digital Workplace domain name. Starting version 21.02, the domain name is not required. We recommend leaving this field blank.

    sbeTenantAdminPassword

    BMC Helix Digital Workplace server password. This password becomes encrypted after applying it.

    sbeTenantAdminUser

    Administrator's user ID of the BMC Helix Digital Workplace server. Do not mention the domain name.

    sbeUrl

    BMC Helix Digital Workplace server URL (http or https). Add URL. Do not include ending slash (/). For https, the default Port is 443.

  7. Click Apply.


To configure BMC Helix Digital Workplace Catalog request from a fulfillment applications

The steps in this procedure use the example of Incident Management. Use the same steps for for BMC Service Request Management and Change Management. For more information, see Configuring change rules Open link and Creating requests from fulfillment applications Open link .

  1. Navigate to Application Administration Console.
  2. Select Custom Configuration.
    Based on the ticket type, select the following path:

    ApplicationTicket typePath
    Service Request ManagementWork order

    Service Request Management > Work Order > Rules

    Incident ManagementIncident requestIncident Management > Advanced Options> Rules
    Change ManagementChange requestChange Management > Advanced Options > Rules

  3. In the Create Request on Submit field, select In Digital Workplace.

    Important

    This setting is not applicable if the work order is submitted by using BMC Digital Workplace.

  4. Ensure that the rule is enabled and click Save.
    When you submit the new incident, you do not receive any notification from BMC Helix ITSM. However, you will receive a ticket creation notification from BMC Helix Digital Workplace Catalog. For more information, see Notifications Open link .

Where to go from here

You must set the connector name based on the connection name provided in BMC Helix Digital Workplace. For more information, refer to, Creating service requests from BMC Helix ITSM Open link .

BMC Helix Digital Workplace administrative user creates the records in SB:RemoteApprovalConfiguration form which contains the authentication details for BMC Helix ITSM. For more information, refer to Integrating BMC applications with BMC Digital Workplace Catalog using plugins Open link .

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