This documentation supports the 21.3 version of BMC Helix Multi-Cloud Broker, which is available only to BMC Helix customers (SaaS).

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


BMC Helix Multi-Cloud Broker 21.3

All versions
BMC Helix Multi-Cloud Broker is an add-on offering for BMC Helix ITSM that enables organizations to effectively manage IT services in a hybrid, multi-provider environment. It provides out-of-the-box integrations to address advanced service management challenges related to cloud services and to enable DevOps teams to work seamlessly with multiple applications.

Release notes and notices
updated 05 Oct

Learn what’s new or changed for BMC Helix Multi-Cloud Broker 21.3, including new features, urgent issues, documentation updates, and fixes or patches.


To stay informed of changes to this list, click the icon on the top of this page.

Related topics

Known and corrected issues

Support information

BMC Helix Integration Service Release notes and notices


Ready-made PDFs are available on the PDFs and videos. You can also create a custom PDF.

 Click here to see the steps.

The BMC Documentation portal gives you the ability to generate PDF and Microsoft Word documents of single pages, and to create PDF exports of multiple pages in a space.  

Creating PDF and Word exports

You can create a PDF of a page or a set of pages. (Non-English page exports are not supported.) You can also create a Word document of the current page.

To export to PDF or Word

  1. From the Tools menu in the upper-right, select a format:
    • Export to Word to export the current page to Word format
    • Export to PDF to export the current page or a set of pages to PDF
  2. If exporting to PDF, select what you want to export:
    • Only this page to export the current page
    • This page and its children to export a set of pages
    For example, selecting This page and its children from the home page exports the entire space to PDF.


Performing preconfiguration tasks


As a tenant administrator, perform the preconfiguration tasks before setting up BMC Helix Multi-Cloud Broker.

Onboarding and implementing


As a tenant administrator, set up an end-to-end integration between BMC Helix ITSM and a cloud service provider.

Configuring BMC Helix Multi-Cloud Broker


As a tenant administrator, refer this section to learn about integrating with vendor applications by using BMC Helix iPaaS, powered by Jitterbit and BMC Helix Integration Service.



As a tenant administrator, assign user roles and permissions, and update configurations post upgrade.



As a tenant administrator, integrate custom connectors, and perform custom integrations.



As a tenant administrator, resolve common issues or errors, review logs, or contact Support.


Developer Community

Join discussions with peers and experts.

BMC Helix Community




Find apps, connectors, learning modules, and more



This topic describes and links to PDFs, videos and other documents that support this product release. If the ready-made PDFs of this space do not satisfy your requirements, you can export a custom PDF.


The following list displays the topics that contain videos that supplement or replace the text-based documentation:


This section contains a list of frequently asked questions and common use cases for BMC Helix Multi-Cloud Broker features.

 How are activity notes and status updated in BMC Helix Multi-Cloud Broker?

For incident brokering:

  • When a service desk agent adds a comment to an incident in BMC Helix ITSM: Smart IT and clicks Share with AWS/Salesforce, the comment is added to the vendor ticket.
  • When a field is updated in BMC Helix ITSM, BMC Helix Multi-Cloud Broker updates the corresponding vendor ticket with a comment listing the field name with the new and existing values. BMC Helix Multi-Cloud Broker adds a comment only for those fields that are mapped when you specify technology provider and field mapping during Vendor data configuration.
  • Any updates to fields in the vendor ticket are reflected in the corresponding BMC Helix ITSM incident fields. This behavior applies to the fields that are mapped when you specify technology provider and field mapping during Vendor data configuration.
  • An BMC Helix ITSM incident is marked as resolved when the vendor ticket is closed based on the option you select when you specify technology provider and field mapping during Vendor data configuration. 
  • When a Case Comment is added to a Salesforce Service Cloud ticket, Smart IT displays the comment as an activity note for the corresponding incident.
  • Status changes to a vendor ticket are reflected as an activity note on the BMC Helix ITSMincident.
  • When an BMC Helix ITSM incident is CancelledClosed, or Resolved, the corresponding vendor ticket is Closed.

For DevOps integration:

  • When a service desk agent adds a comment to the BMC Helix ITSM change request or incident (in Smart IT) and clicks Share with Jira/CA Agile Central, the comment is added to the Jira Software or Rally Software (formerly, CA Agile Central) issue.
  • When a developer adds a comment to a Jira issue or user story, the comment is added to the corresponding BMC Helix ITSM change request or incident if the Viewable to all users option is selected in Jira.
  • Any updates to fields in the vendor ticket are reflected in the corresponding BMC Helix ITSM incident fields.
  • Status changes to a vendor ticket are reflected as an activity note on the BMC Helix ITSM incident or change request.

For more information, see the appropriate feature configuration at Configuring BMC Helix Multi-Cloud Broker.

 What is the main difference between My Service Broker and BMC Helix Multi-Cloud Broker?

The scope of My IT Service Broker, which is now a part of BMC Digital Workplace (Advanced) is limited to brokering service requests whereas BMC Helix Multi-Cloud Broker is focused at brokering other ITSM objects like Incident, Change, among others. It is possible that both solutions may share some connectors provided with BMC Helix Integration Service, their purpose and solution goals remains completely different.

 How much development effort does it take to create a new connector that is not OOTB?

The time required to create a new connector would depend on the third-party application you are trying to connect to and the capabilities you want to configure.

BMC Helix Multi-Cloud Broker ships with a couple of out-of-the-box flows for select vendors but there are many other connectors that are available with BMC Helix Integration Service. These connectors could be leveraged to build flows with non-OOTB vendors.

BMC provides a Connector builder that makes connector development easier. Two programming languages are supported to build the connector (broker): javascript and java. The Connector builder will help you to generate the skeleton of the connector codes. After it is generated, you need to implement the business logic to connect to the external application and pull and/or push data to it

Effort would also include getting insight about the external solution's APIs. If the vendor support REST API, it will be much easier.

 We just bought a ticket broker tool from a BMC Partner (VIPCON). The Ticket Broker (BGI) will be used to sync incidents and changes between T-Systems cloud and us. How does BMC Helix Multi-Cloud Broker add-on differ from the ticket broker (BGI) of VIPCON? Up to now I think the only different is that the BMC Helix Multi-Cloud Broker add on is a cloud application and BGI is a on premise application. T-Systems use HP Service Manager 9.

Yes, some of our Remedy customers have implemented integration scenarios with different approach, incl. (but not limited to) partner solutions. As our customers move more and more to a multi-provider / multi-cloud approach to IT sourcing and have an increased need to bring DevOps and ITSM solutions closer together, BMC plans to support these uses cases with this OOTB service offering. With a BMC provided solution, we can integrate these use cases better into the user experience. 

 Is the BMC Helix Multi-Cloud Broker add-on the same as the project name "Panama" launched two years ago?

Panama is now generally available from BMC and is called BMC Helix Multi-Cloud Broker. You can look at and sign-up for free trials of BMC Integration Service. BMC Helix Multi-Cloud Broker application is built using BMC Helix Multi-Cloud Broker. If BMC Helix Multi-Cloud Broker is the Remedy Action Request System platform and BMC Helix Multi-Cloud Broker is ITSM. 

Related topics

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