Incident consolidation

When organizations utilize services from multiple third-party applications, tracking incidents across multiple ticket management systems can be a challenge. BMC Helix Multi-Cloud Broker facilitates the consolidation of third-party application tickets into BMC Helix ITSM.

Scenario

Calbro Services uses Salesforce Service Cloud as their customer relationship management platform. The company uses BMC Helix ITSM for managing IT services and delivery. Calbro Services now wants to consolidate incidents from Salesforce Service Cloud to BMC Helix ITSM for better management of service requests from a single place.

The following conditions apply to this scenario:

• An agent creates a ticket in Salesforce Service Cloud.

• A ticket needs to be created with BMC Helix ITSM.

Workflow

Calbro Services implements their requirements by using BMC Helix Multi-Cloud Broker:

1. The tenant administrator sets up BMC Helix Multi-Cloud Broker to integrate BMC Helix ITSM with Salesforce Service Cloud. The administrator also sets up the required trigger conditions for consolidating incidents in BMC Helix ITSM.
2. An agent creates a ticket in Salesforce Service Cloud.
3. BMC Helix Multi-Cloud Broker validates the trigger conditions and creates an incident in BMC Helix ITSM.
4. The BMC Helix ITSM incident displays the details of the third-party application ticket along with other incident details in the BMC Helix ITSM: Smart IT console.

Benefits

• Effective ticket management from a single console

• Easy tracking of ticket data and updates