Enabling service desk agents to open BMC Helix ITSM: Smart IT from vendor tickets

A service desk agent can open BMC Helix ITSM: Smart IT from a third-party application ticket to view the corresponding ticket details. By using the direct link to Smart IT in the ticket, the agent can quickly open the application instead of logging to it.

As an administrator, you can enable the agent to open Smart IT from tickets belonging to the third-party applications that BMC Helix Multi-Cloud Broker supports. Agents can open Smart IT from tickets that are created from BMC Helix ITSM to third-party application and third-party application to BMC Helix ITSM. Agents can open Smart IT from the following types of ticket:

• Incident request
• Change request
• Work order
• Problem
• Known error

You can enable this functionality by registering a URL for a Smart IT instance such as, production, QA, and tailoring. BMC Helix Multi-Cloud Broker provides the SmartIt URL field in the incident, change, work order, problem, and known error records. After you configure the SmartIt URL field, a link is displayed in a third-party application ticket that opens Smart IT.

The following image shows the different tasks that you must perform for agents to open Smart IT from a ticket:

Smart IT views that are opened from a third-party application ticket

Based on the Smart IT version, the link in a third-party application ticket opens different Smart IT views, as listed in the following table:

Task 1: To configure the URL for tickets created from BMC Helix ITSM to third-party application

You can map the SmartIt URL field with a third-party application field in the following ways:

• If the third-party application data for a ticket is updated by a connector process, you must create the field mapping in the process. 
• If the third-party application data for a ticket is updated by a flow, you must create the field mapping in the flow.

To create the field mapping in a process

1. Log in to BMC Helix Innovation Studio.
2. On the Workspace tab, select Ticket Brokering Library.
3. On the Processes tab, open the process for the required third-party application from which you want to navigate to Smart IT.
   For example, open Connector Process JIRA.
4. On the canvas, select an element that creates a ticket for the third-party application.
   For example, select Create JIRA Issue from Incident.

5. On the Element Properties tab, under INPUT MAP, map the SmartIt URL field with any third-party application field in which you want to display the URL.
   For example, edit the Issue Description field to show the URL in this field.

6. In the Edit Expression dialog box, from the required ticket type, add the SmartIt URL field.
   For example, select Process Variables > Incident Record, add the SmartIt URL field.
   After adding the URL field, you can remove the Description field that is added by default.
7. In the Edit Expression dialog box, click OK.
8. Click Save.

To create the field mapping in a flow

1. Log in to BMC Helix Integration Studio.
2. Click My Flows.
3. Open a flow that creates a ticket in the third-party application system.
   For example, open Create Jira Service Desk Request.
4. To edit the flow, click .
5. Click Edit Field Mapping, and select Creates a customer request.
6. From the third-party application fields that are displayed, select a field to map it with the SmartIt URL field by performing the following steps:
   1. To view the available fields from the ticket, click the text box corresponding to a third-party application field.
   2. From the list, select SmartIt URL.
   3. Click Save and Close.
   For example, from the Jira Service Management fields, map the Description field with the SmartIt URL field.

Task 2: To configure the URL for tickets created from third-party application system to BMC Helix ITSM

For a ticket that is created from a third-party application system to BMC Helix ITSM, you can configure the URL only for the following third-party applications:

• Jira Software (for incident request, change request, and known error ticket)
• Jira Service Management

To configure the URL, first, you need to specify the SmartIt URL field ID in the third-party application metadata and then map the SmartIt URL field with a third-party application field.

To add the SmartIt URL field Id in the third-party application metadata

1. Log in to BMC Helix Multi-Cloud Broker.
2. Click .
3. Select Configure third-party applications > Map third-party applications.
4. Select the required third-party application and click Edit.
5. In the Edit third-party application pane, open the third-party application Field Mapping section.
6. In Remedy to third-party application Sync Fields, click Field Id, and enter 466000280.

To map the SmartIt URL field with a third-party application field

1. Log in to BMC Helix Integration Studio.
2. Click My Flows.
3. Open the required update flow for the third-party application that you selected for adding the field Id.
   For example, open Update Jira Service Desk Issue from Multi-Cloud Incident.
4. To edit the flow, click .
5. Click Edit Field Mapping, and select Update an existing issue.
6. From the third-party application fields that are displayed, select a field to map it with the SmartIt URL field by performing the following steps:
   1. To view the available fields from the ticket, click the text box corresponding to a third-party application field.
   2. From the list, select SmartIt URL.
   3. Click Save and Close.
   For example, from the Jira Service Management fields, map the Description field with the SmartIt URL field.
   Important: If you have created a custom field to store the URL, you can map that field with the SmartIt URL field.

Task 3: To register the Smart IT URL

To register a Smart IT URL, you can use the following methods:

• Automatic method—Use the out-of-the-box processes that automatically update the Smart IT version and base URL.

• Manual method—Specify the Smart IT version and URL manually.
  Important: While using Smart IT 2.0.00.001, you must manually enter the Smart IT version and base URL because the automatically generated URL is incorrect.

To automatically update the Smart IT version and URL

By default, the following out-of-the-box processes automatically update the Smart IT version and base URL:

• Update SmartIT Version Info

• Update SmartIT URL Info

However, after BMC Helix Multi-Cloud Broker is deployed on a production environment, you must manually run the out-of-the-box processes by performing the following steps:

1. Log in to BMC Helix Innovation Studio.

2. On the Workspace tab, select Ticket Brokering Library.

3. On the Processes tab, select the check box corresponding to the process that you want to run.

4. Click Manage Processes.

5. Click Run.

After you manually run the processes for the first time, they update the version and base URL every day. You can change the interval in the Update SmartIT Version Info and Update SmartIT URL Info rules.

The following image shows how you can update the interval in the Update SmartIt URL Info rule:

(Optional) To manually update the Smart IT version and base URL

To specify the Smart IT version and base URL, perform the following steps:

1. Log in to BMC Helix Innovation Studio and navigate to the Administration tab.
2. Select com.bmc.dsm.ticket-brokering-lib>Smart IT.

3. In General, complete the fields as described in the following table:

   Field	Action
   Version Number	Enter the Smart IT version for which you want to enable the cross-launch functionality.
   Application ID	It is the Smart IT component ID and is automatically populated. Important: You should not modify this field.
   Base URL	Enter the base URL of the Smart IT version that you selected earlier.

4. Click Save.

With the correct field mapping and Smart IT details specified, agents can open Smart IT from third-party application tickets successfully.

(Optional) Task 4: To register the Smart IT URL for container-based BMC Helix ITSM

1. Log in to Mid Tier.
2. Navigate to the AR System Configuration Component form.
3. Complete the following fields:
   • Component—Enter *.
   • Component Type—Enter com.bmc.arsys.smartit.
   • Setting Name—Enter smartit.url. 
4. Click Search.
5. In the Setting Value field, specify the Smart IT URL in the following format:
   <http or https>://<Smart IT Host Name>:<Port>

Related topic

Getting started with BMC Helix Multi-Cloud Broker