This documentation supports the 23.3 and consecutive patch versions of BMC Helix Multi-Cloud Broker.

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

Field maps

BMC Helix Multi-Cloud Broker uses field maps to synchronize the ticket data between two integrated applications. After the fields are mapped, an update in one field is displayed in the corresponding mapped field. As an agent, view the updates to track the progress of a ticket.

Watch the following videos related to field maps:

The following image shows the field maps used for different applications: 

Maps of display fields

A map of a display field defines which third-party application ticket fields are displayed in a BMC Helix ITSM ticket. These fields are displayed in the third-party application ticket section in a BMC Helix ITSM ticket. 

The following image shows the Jira issue details in a BMC Helix ITSM incident: 

Maps of vendor fields

A map of a vendor field synchronizes fields between a BMC Helix ITSM ticket and a third-party application ticket to pass updates between those fields. The updates are passed from BMC Helix ITSM to BMC Helix iPaaS, powered by Jitterbit via BMC Helix Multi-Cloud Broker Ticket Brokering Library. From BMC Helix iPaaS, powered by Jitterbit, the updates are passed to the required third-party application.

A vendor field map has the following sections:

  • Remedy to Vendor Sync fields—Maps fields from BMC Helix ITSM to third-party application fields.
  • Vendor to Remedy Sync fields—Maps fields from third-party application fields to BMC Helix ITSM fields. 

Flow of updates from BMC Helix ITSM to a third-party application

The following table describes how the field updates are passed from BMC Helix ITSM to a third-party application:

Source applicationTarget applicationHow updates are passed

BMC Helix ITSM

BMC Helix Multi-Cloud Broker

Incident operations in Ticket Brokering Library

BMC Helix Multi-Cloud Broker

BMC Helix iPaaS, powered by Jitterbit

Remedy to Vendor Sync fields

BMC Helix iPaaS, powered by Jitterbit

Third-party application

Mappings defined in integration template workflows

Flow of updates from a third-party application to BMC Helix ITSM

The following table describes how the field updates are passed from a third-party application to BMC Helix ITSM:

Source applicationTarget applicationHow updates are passed

Third-party application

BMC Helix iPaaS, powered by Jitterbit

Mappings defined in integration template

BMC Helix iPaaS, powered by Jitterbit

BMC Helix Multi-Cloud Broker

Mappings defined in integration template

BMC Helix Multi-Cloud Broker

BMC Helix ITSM

Vendor to Remedy Sync fields

Field maps in integration templates

A field map defined in an integration template workflow passes the field updates between BMC Helix Multi-Cloud Broker and a third-party application. The updates are passed through BMC Helix iPaaS, powered by Jitterbit.

How vendor field maps are defined

When a BMC Helix ITSM ticket or a third-party application ticket is created, a corresponding record is created in Ticket Brokering Library in BMC Helix Innovation Studio. BMC Helix Multi-Cloud Broker uses the Ticket Brokering Library record to pass the data to BMC Helix ITSM or a third-party application. Updates in mapped fields are also passed through the Ticket Brokering Library record.

In the map of a vendor field, the BMC Helix ITSM ticket fields and third-party application ticket fields are mapped to IDs of the fields in a Ticket Brokering Library record. By using these mapped fields, the field updates are passed to the required application.

Field IDs in a Ticket Brokering Library record

If required, you can find the ID of a Ticket Brokering Library record field. In Ticket Brokering Library, you can access the record created for a ticket, and open the required field to view the field ID.

The following quick video (0:27) shows how to find a field ID in Ticket Brokering Library:


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