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Configuring webhook condition parameters for integration templates

The integration templates in BMC Helix Multi-Cloud Broker use webhook condition parameters to filter BMC Helix ITSM tickets and call specific APIs for a third-party application. By default, the webhook condition parameter for these templates is set to Resolution Category. When you create a BMC Helix ITSM ticket, you specify the resolution category and only then, the ticket is brokered to the required third-party application.

The following image shows an example of the Resolution Category field during the creation of a BMC Helix ITSM incident:

As an administrator, you can perform the following actions on webhook condition parameters:

  • Use a field other than Resolution Category to set as the webhook condition parameter.
  • Add custom values that you want to display in the Resolution Category field while you are creating a BMC Helix ITSM ticket.

To set a webhook condition parameter for an incident-based template

  1. Log in to BMC Helix Innovation Studio.
  2. On the Workspace tab, click Ticket Brokering Library.
  3. From the Processes tab, open Incident Operations.
    The process designer console is displayed.
  4. On the canvas, click the Set Webhook Parameter From Resolution Category element.
  5. In the Properties pane, click Element Properties .
  6. In the OUTPUT MAP section, edit the Source field.
  7. In the Edit Expression dialog box, perform the following steps and click OK:
    1. In the Expression for Source section, remove the Resolution Category Tier 2 value that is selected by default.
    2. From the Process Variables list, expand HDP Help Desk Record, add the field that you want to set for the webhook condition parameter.
      For example, refer to the following image:


  8. Save the process.

To set a webhook condition parameter for a template based on other BMC Helix ITSM tickets

To set a different field as the webhook condition parameter for integration templates based on change requests, work orders, known errors, and problem investigations, perform the following steps:

  1. Log in to BMC Helix Innovation Studio.
  2. On the Workspace tab, click Ticket Brokering Library.
  3. From the Processes tab, open a process based on the integration template for which you want to set the parameter; see Value mapping

  4. On the canvas, click the element that represents the create activity; see Value mapping.
  5. In the Properties pane, click Element Properties .
  6. In the INPUT MAP section, edit the Webhook Condition Parameter field.
    For example, refer to the following image:
  7. In the Edit Expression dialog box, perform the following steps and click OK:
    1. In the Expression for Source section, remove the Categorization Tier 2 value that is selected by default.
    2. From the Process Variables list, expand a group based on the process you selected, and add the field that you want to set for the webhook condition parameter; see Value mapping.
  8. Save the process.

Value mapping

The following table provides a mapping of the values you need to specify in step 3, step 4, and step 7b:

Value in step 3

(Process to be opened)

Value in step 4

(Element to be selected)

Value in step 7b

(Group to be expanded)

Change OperationsCreate ChangeCHG Infrastructure Change

Work Order Operations

Create Work OrderWOI WorkOrder Record

Problem Operations

Create ProblemPBM Problem Investigation

Known Error Operations

Create Known ErrorPBM Known Error



To add a custom value for the Resolution Category field

You can customize the resolution category values to suit your business needs. For steps to perform the customization, see Configuring generic catalog information Open link .

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