This documentation supports the 22.1 and consecutive patch versions of BMC Helix Multi-Cloud Broker.

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

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.



Apex Global uses Salesforce Service Cloud as their customer relationship management platform. The company uses BMC Helix ITSM for managing IT services and delivery. Apex Global 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.


Apex Global implements their requirements by using BMC Helix Multi-Cloud Broker:


BMC Helix Multi-Cloud Broker


Set up BMC Helix Multi-Cloud Broker to integrate BMC Helix ITSM with Salesforce Service Cloud. 

BMC Helix Multi-Cloud Broker


Set up the required trigger conditions for consolidating incidents in BMC Helix ITSM.

Salesforce Service CloudAgent

Create a ticket in Salesforce Service Cloud.



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: 

  1. BMC Helix Multi-Cloud Broker validates the trigger conditions and creates an incident in BMC Helix ITSM.
  2. 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.


  • Effective ticket management from a single console
  • Easy tracking of ticket data and updates
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