This documentation supports the 21.05 version of BMC Helix Multi-Cloud Broker.

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

Performing preconfiguration tasks

This topic provides details about the tasks that you must complete before you can set up BMC Helix Multi-Cloud Broker for your organization. BMC Helix Multi-Cloud Broker supports the following integration platform options to integrate BMC Helix ITSM with vendor applications:

  • BMC Helix iPaaS, powered by Jitterbit—To leverage the rich integration templates, workflows, and connector this platform provides.
  • BMC Helix Integration Service—To leverage connectors and flows to broker tickets. 

Based on the integration technology option that you want to use, ensure that you set up your instance of BMC Helix iPaaS, powered by Jitterbit and BMC Helix Integration Service so that BMC Helix Multi-Cloud Broker can communicate with the respective platform. You also need to enable the providers to establish a connection between BMC Helix Multi-Cloud Broker and BMC Helix ITSM.

List of preconfiguration tasks


Set up BMC Helix Integration Service to integrate with on-premises vendor applications.

Deploy BMC Helix Integration sites and integration controller

Set up BMC Helix Integration Service provider and configure business services to establish a connection between BMC Helix Integration Service and BMC Helix ITSM: Smart IT.

Enable BMC Helix Multi-Cloud Broker provider and configure business services

Specify data pertaining to your organization and your service desk agents in BMC Helix Innovation Suite.

Add foundation data in BMC Helix Innovation Suite

Add vendor organizations in BMC Helix Integration Service.

Add vendor organizations in BMC Helix Multi-Cloud Broker

To deploy BMC Helix Integration Service sites and the Integration Controller to integrate with on-premises vendor applications

Information about your instance of  BMC Helix Integration Service is provided in the activation email that you received from BMC. Complete the following tasks to enable BMC Helix Multi-Cloud Broker to work with the flows and connectors in BMC Helix Integration Service:

Best practice

Ensure you have the tenant administrator credentials for BMC Helix Integration Service that was provided as a part of the activation email from BMC. We recommend that you change the default password received at the earliest.

  • (Only for on-premises instances of ITSM) Set up BMC Helix Integration Service to integrate with on-premises applications.
    • Set up sites in BMC Helix Integration Studio A site lets you access the on-premises applications that are running on your local machine or on a server in your organization's data center.
    • Install the Integration Controller—The Integration Controller is required to integrate BMC Helix Multi-Cloud Broker with your on-premises applications. 

    For more information about setting up sites and installing the Integration Controller, see  Installing and configuring sites to run on-premises connectors Open link


    For BMC Helix applications, BMC manages the integration controller configuration.

To enable BMC Helix Multi-Cloud Broker provider and configure business services  to establish a connection between BMC Helix Integration Service and BMC Helix ITSM: Smart IT

As a tenant administrator, configure business services for Incident brokering and enable the BMC Helix Multi-Cloud Broker service provider for your on-premises instances of BMC Helix ITSM. 

  • For Smart IT version 18.05 or later — Configure the provider in Smart IT
  • For earlier versions of Smart IT— Configure the provider in the BMC Helix Digital Workplace Admin console.

To define a business service in BMC Asset Management for incident brokering or the Services Dashboard

To implement incident brokering or the Service Dashboard, you must add a business service in BMC Helix ITSM. Skip this step if you are setting up BMC Helix Multi-Cloud Broker for a service that has already been defined in BMC Helix ITSM.


This step is not required for DevOps integration with Atlassian Jira Software and Rally Software (formerly known as CA Agile Central).

Log in to BMC Asset Management  and create the business service that you want to use for ticket brokering. For example, Amazon EC2 Compute. 

For more information about creating a Business Service CI, see  Creating and modifying CIs Open link .

To configure the BMC Helix Multi-Cloud Broker provider in BMC Helix ITSM: Smart IT

  1. Log in to Smart IT as an administrator.
  2. Click Configuration and select Admin Console Configuration.
  3. Click  and select Configuration.
  4. In the Providers table, ensure that the Multi-Cloud Management pluggable provider is selected.
  5. Click Multi-Cloud Management pluggable provider to update the BMC Helix Multi-Cloud Broker provider settings: 


    Enter the BMC Helix Innovation Suite tenant administrator password.

    Enter the BMC Helix Innovation Suite server host name provided to you by BMC.

    mcsm.protocol Enter https.

    Enter the BMC Helix Innovation Suite tenant administrator user name.

    mcsm.port Enter 443. Note: For the https protocol, if 443 does not work, enter -1.
  6. If you are a Remedy OnDemand user and if you have changed your password, you need only update the password field.
  7. Click Update Settings and the click Reload Providers.
    The following image shows the settings for the Multi-cloud management pluggable provider:

For more information about the provider configurations in Smart IT, see  Enabling BMC Helix Multi-Cloud Broker for Smart IT Open link .

To configure the BMC Helix Multi-Cloud Broker provider in BMC Helix Digital Workplace

  1. Navigate to the BMC Helix Digital Workplace Admin Console and log in as an administrator.
  2. Click Configuration and select Multi-Cloud Management pluggable provider from the Providers table.
  3. Ensure that the check box for Multi-Cloud Management pluggable provider is selected.
  4. Update BMC Helix Multi-Cloud Broker provider settings:
    • Enter the BMC Helix Innovation Suite server details provided to you by BMC.
    • Enter the user name and the password of your tenant administrator account.
    • Save the BMC Helix Multi-Cloud Broker provider settings and click Reload providers.
      If you are a Remedy OnDemand user and if you have changed your password, you only need to update the Password field.
      The following image shows the settings for the Multi-cloud management pluggable provider:

      For more information about providers, see  List of providers Open link .

To add or modify Vendor Organizations in BMC Helix Multi-Cloud Broker

You can add the following vendor organizations:

  • Amazon—For AWS Support features
  • BMC Software—For BMC Helix ITSM and TrueSight Operations Management features 
  • Salesforce—For Salesforce Service Cloud features
  • CA Technologies—For Rally Software (formerly known as CA Agile Central) features
  • Atlassian—For Jira Software and Jira Service Management features
  • Microsoft—For Azure DevOps and Azure Monitor
  • IBM—For IBM QRadar SIEM features
  • ServiceNow—For ServiceNow ITSM features

To view or update vendor or primary organization details


The Manage Vendor Organizations option opens the Manage Primary Organizations page. Based on Foundation data updates in BMC Helix Innovation Suite version 18.11, Vendor Organization is no longer a separate entity. Vendor organizations are now defined as a Primary Organization of type Vendor.

  1. Log in to BMC Helix Multi-Cloud Broker.
  2. Click Settings .
  3. Select Manage Primary Org > Manage Primary Org.
  4. On the Manage Primary Organizations page, click Add/Update.
    The link opens Mid Tier.
  5. Log in to Mid Tier.
  6. To complete the fields to add or update an organization, see  Creating companies Open link .

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