Incident brokering
When organizations utilize services from multiple third-party applications, managing incidents across multiple ticket management systems presents a challenge to effective service management. BMC Helix Multi-Cloud Broker facilitates efficient service management by integrating BMC Helix ITSM with cloud service providers (for example AWS Support).
Benefits of incident brokering
Incident brokering provides the following benefits:
- Whenever an incident is created in BMC Helix ITSM a corresponding ticket is created in the third-party application.
- Notifications for status updates are sent so that changes in the status of an incident are synchronized between BMC Helix ITSM and the third-party application.
- Notes in the BMC Helix ITSM incident and the third-party application ticket are updated.
- The BMC Helix ITSM: Smart IT console displays the third-party application ticket ID as a link that opens the ticket in the third-party ticket management system.
Using BMC Helix Multi-Cloud Broker with Mid Tier
You can integrate BMC Helix Multi-Cloud Broker with third-party ticketing systems without using BMC Helix ITSM: Smart IT. Instead of the Smart IT console, you can use Mid Tier to view the incidents. When working without Smart IT, you cannot view the third-party ticket details. However, you can view the work logs to verify that tickets are being brokered.
If you are using Mid Tier, BMC Helix Multi-Cloud Broker supports all available features except for sending an activity note from BMC Helix ITSM to the third-party application ticket.
Components used to create third-party application tickets
BMC Helix Multi-Cloud Broker supports BMC Helix iPaaS, powered by Jitterbit, BMC Helix iPaaS, powered by MuleSoft, and BMC Helix Integration Service as the underlying integration technologies. These technologies contain different components that you can configure for an integration, as shown in the following image:
To learn more about the technologies and their components, see Leveraging integration technologies to integrate BMC Helix ITSM and third-party applications.
How a third-party application ticket is created automatically by using BMC Helix iPaaS
The following image shows an example of how BMC Helix Multi-Cloud Broker uses BMC Helix iPaaS to broker an incident from BMC Helix ITSM to ServiceNow:
How a third-party application ticket is created automatically by using BMC Helix Integration Service
The following image illustrates how BMC Helix Multi-Cloud Broker uses connectors, flows, and processes when an incident is created:
How status and activity notes are updated in BMC Helix Multi-Cloud Broker
The following table lists the events that update the status and activity notes:
| Event type | Event | Result |
|---|---|---|
| Addition of a comment | A service desk agent adds a comment to the incident ticket in Smart IT and clicks Share with AWS/Salesforce. | The comment is added to the third-party application ticket. |
A Case Comment is added to a Salesforce Service Cloud ticket. | Smart IT displays the comment as an activity note for the corresponding incident. | |
| Addition of an attachment | A service desk agent adds an attachment to an activity note in ITSM. | BMC Helix Multi-Cloud Broker adds the attachment to the case in Service Cloud. The text from the activity note is added to Case Comment. Similarly, when an attachment is added to a case in Service Cloud, BMC Helix Multi-Cloud Broker creates an activity note and adds the attachment to the corresponding incident in BMC Helix ITSM. Important: The file size of the attachments depends on the limitations specified in BMC Helix ITSM and the Service Cloud application. The BMC Helix Multi-Cloud Broker connector does not support attachments that are larger than 50 MB. |
| Updates to a field | A field is updated in BMC Helix ITSM. | BMC Helix Multi-Cloud Broker updates the corresponding third-party application ticket with a comment listing the field name with the new and existing values. |
| A field in the third-party application ticket is updated. | Updates are reflected in the corresponding BMC Helix ITSM incident field. | |
| Updates to a ticket status | A third-party application ticket is closed. | A BMC Helix ITSM incident is marked as resolved, based on the option you select during the third-party application data configuration. |
A BMC Helix ITSM incident is Canceled, Closed, or Resolved. | The corresponding third-party application ticket is Closed. |
The status changes to a third-party application ticket are reflected as an activity note on the BMC Helix ITSM incident. Activity notes display the third-party application ticket numbers and the author of the note.
The following table lists the different formats in which an activity note can be displayed:
| From where a ticket is created | Format of the activity note |
|---|---|
From a third-party application to BMC Helix ITSM | Note added from <vendor> ticket <vendor ticket id as URL> by <vendor user first last names> |
From BMC Helix ITSM to a third-party application | ITSM user <ITSM user first last name>, added a work note: <work note text> |
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