Incident brokering from BMC Helix ITSM into third-party applications
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:
- When an incident is created in BMC Helix ITSM, a corresponding ticket is created in a 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 application.
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 images:
Learn about BMC Helix iPaaS, powered by Jitterbit and its components in BMC Helix iPaaS, powered by Jitterbit overview.
Learn about BMC Helix iPaaS, powered by MuleSoft and its components in BMC Helix iPaaS, powered by MuleSoft overview.
Learn about BMC Helix Integration Service and its components in BMC Helix Integration Service overview.
How a third-party application ticket is created automatically from a BMC Helix ITSM incident 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 the third-party application:
How a third-party application ticket is created automatically from a BMC Helix ITSM incident by using BMC Helix Integration Service
The following image shows an example of how BMC Helix Multi-Cloud Broker uses BMC Helix Integration Service to broker an incident from BMC Helix ITSM to the third-party application:
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 third-party application. The text from the activity note is added to Case Comment. Similarly, when an attachment is added to a case in the third-party application, 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 third-party 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> |
Supported integrations
The following table lists available incident brokering integrations between BMC Helix ITSM and third-party applications:
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