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
Workflow
Apex Global implements their requirements by using BMC Helix Multi-Cloud Broker:
| Product | User | Action | Reference |
|---|---|---|---|
BMC Helix Multi-Cloud Broker | Administrator | Set up BMC Helix Multi-Cloud Broker to integrate BMC Helix ITSM with Salesforce Service Cloud. |
|
BMC Helix Multi-Cloud Broker | Administrator | Set up the required trigger conditions for consolidating incidents in BMC Helix ITSM. |
|
| Salesforce Service Cloud | Agent | Create a ticket in Salesforce Service Cloud. | NA |
Results
After Apex Global performs the tasks to integrate BMC Helix ITSM with Salesforce Service Cloud, Salesforce Service Cloud tickets are synchronized to BMC Helix ITSM incidents in the following ways:
- BMC Helix Multi-Cloud Broker validates the trigger conditions and creates an incident in BMC Helix ITSM.
- 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
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