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.

Reference of integration between BMC Helix ITSM and Service Cloud by using BMC Helix Integration Service

To establish integration with Salesforce Service Cloud, configure the following connectors, flows, and connector targets. You need to set up tenant level configurations. BMC Helix Multi-Cloud Broker provides out-of-the-box mappings and application level configurations required for the integration. After you complete the integration, you can broker tickets from BMC Helix ITSM to Salesforce Service Cloud, sync Salesforce Service Cloud ticket details to BMC Helix ITSM and so on. Each flow in the list of flows is essentially a feature that you can use. Depending upon your use case, you might have to configure multiple flows. BMC Helix Multi-Cloud Broker logically chains the flows and connector processes to complete the feature.

List of connectors for integration with Service Cloud

You must configure the following connectors when setting up integration with Service Cloud. These connectors are integration points for the respective applications. For instance, to send the data from BMC Helix Multi-Cloud Broker to Service Cloud, you must configure a flow from Multi-Cloud connector to ServiceCloud connector.


  • Configuration
    If you are integrating BMC Helix Multi-Cloud Broker with an on-premises instance of ITSM, enter the following values:

    FieldValue
    SiteSelect the site that you created for Remedy.
    AR serverEnter the name of your on-premises AR System server.
    AR server portEnter the port number for your on-premises AR System server.
  • Account
    Add a ITSM user account that has permissions to view business service requests and permissions to update incidents, change, or problem requests.


  • Configuration
    While activating BMC Helix Multi-Cloud Broker, BMC configures the Multi-Cloud connector. Do not modify the default Multi-Cloud connector configuration.
  • Account
    BMC sets up the account for the Multi-Cloud connector.
    Click to re-authenticate after you have changed the password for your tenant administrator user account in BMC Helix Innovation Studio.
    For information about changing the user password, see Creating or modifying People data Open link .


  • Configuration
    Not applicable
  • Account
    Add a Service Cloud user that has permission to view and update cases. Ensure that you add a user account that is at the highest level in the role hierarchy, so that all attachments from Service Cloud are visible. if you do not have a role hierarchy, ensure that you create a role hierarchy and assign the appropriate roles to your users (agents) who create cases.


  • Configuration
    To send email notifications for errors, specify values for the following fields:

    FieldValue
    NameEnter a name for the connector configuration.
    SiteSelect the appropriate site for your email server.
    Connection typeSelect the type of connection for your email server.
  • Account
    Add an email account to be used for sending error notifications.

List of flows for integration with Service Cloud

You can configure the following flows when setting up integration with Service Cloud. Each flow is self descriptive, for example to create an incident in BMC Helix ITSM from Service Cloud, you must configure Create Incident from Service Cloud flow.


Based on the type of comment (feed item, feed comment, or case comment) that you want to add in a Salesforce Service Cloud case, use the out-of-the-box flows. For example, to view feed items only, you enable the flows that are related to feed item only. Also, in a BMC Helix ITSM incident, the latest comment from a Service Cloud case is displayed at the top. For example, comment A was added at 10:00 A.M. and comment B was added at 11:00 A.M. In the BMC Helix ITSM incident, first, comment A is displayed and then comment B is displayed.


  • Trigger
    In the Service field, specify the name of the Remedy business service for incident brokering. Incidents will not be brokered as expected if you do not specify the Service.

    Note

    The business service is the Technology Provider value that you specified when you configured the vendor data.

  • Field Mapping

    Do not change the value of the following out-of-the-box field mappings:

    FieldValue
    CompanyCompany
    ServiceService
    incidentNumberIncident Number

    Note

    You can change the following out-of-the-box field mappings:

    • Summary
    • Priority

    However, we recommend that you retain the existing mappings. If you change the Priority field mapping, you need to set the transformations for source and target field values in the flow.


  • Trigger

    FieldValue
    Shared with VendorTrue
  • Field Mapping

    Do not change the following out-of-the-box field mappings.

    FieldValue
    post_typecomment#vendor
    ticketNumberIncident Number
    Attachment Object 1.nameAttachment 1 filename
    Attachment Object 1.contentAttachment 1
    Attachment Object 2.nameAttachment 2 filename
    Attachment Object 2.contentAttachment 2
    Attachment Object 3.nameAttachment 3 filename
    Attachment Object 3.contentAttachment 3

    Note

    You can change the out-of-the-box field mapping for the text field. Default value is set to Notes.

    However, BMC recommends that you retain the existing mapping.


  • Trigger

    FieldValue
    Shared with VendorTrue
  • Field Mapping

    Do not change the following out-of-the-box field mappings.

    FieldValue
    post_typecomment#vendor
    ticketNumberIncident Number
    AuthorFull name
    Attachment Object 1.nameAttachment 1 filename
    Attachment Object 1.contentAttachment 1
    Attachment Object 2.nameAttachment 2 filename
    Attachment Object 2.contentAttachment 2
    Attachment Object 3.nameAttachment 3 filename
    Attachment Object 3.contentAttachment 3

    Note

    You can change the out-of-the-box field mapping for the text field. Default value is set to Notes.

    However, BMC recommends that you retain the existing mapping.

By default, the Create Incident Activity Note flow is used. Instead of the default flow, if you want to use the Create Incident Activity Note with Author flow, you must make changes to the flow.

For more information about using the flow, see Updating flows.


  • Trigger
    Retain the values that are available out-of-the-box.
  • Field Mapping
    Retain the values that are available out-of-the-box


  • Trigger
    Retain the values that are available out-of-the-box.
  • Field Mapping
    Do not change the following out-of-the-box field mappings.

    FieldValue
    StatusStatus (transformation set as Closed > resolved)
    VendorService Cloud
    Vendor Ticket IdCase Number
    Vendor Ticket PropertiesRetain the out-of-the-box properties mapping.


  • Trigger
    Retain the values that are available out-of-the-box.
  • Field Mapping
    Do not change the following out-of-the-box field mappings.

    FieldValue
    textRetain the prefix, "Service Cloud added a note"
    post_typecomment#remedy
    ticket_typeincident
    Vendor Ticket IdParent
    commentIdCase Comment ID


  • Trigger
    Retain the values that are available out-of-the-box.
  • Field Mapping
    Do not change the following out-of-the-box field mappings.

    FieldValue
    textComment Body
    post_typecomment#remedy
    ticket_typeincident
    VendorService Cloud
    vendorTicketIdParent
    commentIdFeed Comment ID
    AuthorCreated By
    Attachment Object 1 name Path On Client
    Attachment Object 1 contents Version Data


  • Trigger

    FieldValue
    Condition isRetain the webhook condition
    Attachment Group Id is empty
  • Field Mapping
    Do not change the following out-of-the-box field mappings.

    FieldValue
    Comment BodyRemedy user, Author, added a work note, CommentText
    Parent TypeCase
    ParentassociatedGUID


  • Trigger

    FieldValue
    Condition isRetain the webhook condition
    Attachment Group Id is not empty
  • Field Mapping
    Do not change the following out-of-the-box field mappings.

    FieldValue
    TitleAttachment Object 1
    Path On Client Attachment Object 1
    Version Data Attachment Object 1
    Comment BodyRemedy user, Author, added a work note, CommentText
    Parent TypeCase
    ParentassociatedGUID
    Related RecordAttachment Object 1


  • Trigger
    The out-of-the-box trigger checks for attachments whose file names are prefixed with the string, Remedy. If required, you can update the trigger to change the string that BMC Helix Multi-Cloud Broker will check for in the attached file name.
  • Field Mapping
    Retain the values that are available out-of-the-box.


  • Trigger

    FieldValue
    Condition is${webhookContext.466000228} ="Service Cloud" AND ${webhookContext.304412011} = "comment#vendor"
    Include All Fields istrue
    Attachment Group Id is not emptyNA
  • Field Mapping

    • Flow Target 1 (Service Cloud - To create a new content version)
      The following mappings are provided out-of-the-box:

      FieldValue
      Parent Type Note: The value of this field is set to Case.NA
      Parent associatedGUID
      BodyCommentText


  • Trigger

    FieldValue
    Condition is${webhookContext.466000228} ="Service Cloud" AND ${webhookContext.304412011} = "comment#vendor"
    Include All Fields istrue
    Attachment Group Id is not emptyNA
  • Field Mapping

    • Flow Target 1 (Service Cloud - To create a new content version)
      The following mappings are provided out-of-the-box:

      FieldValue
      TitleAttachment Object 1
      Path on ClientAttachment Object 1
      Version DataAttachment Object 1
    • Flow Target 2 (Service Cloud - To create a new feed item)
      The following mappings are provided out-of-the-box:

      FieldValue
      Parent Type
      Note: The value of this field is set to Case.
      NA
      ParentassociatedGUID
      BodyCommentText
      Related RecordAttachment Object 1


  • Trigger

    FieldValue
    Body not starts withITSM User
    Parent Type equalsCase
    Is New is trueNA
    Feed Item Type is one ofText Post Content Post
  • Field Mapping

    • Flow Target 1 (BMC Helix Multi-Cloud Broker)
      The following mappings are provided out-of-the-box:

      FieldValue
      textBody
      post_type Note: The value of this field is set to comment#remedy.NA
      vendorTicketIdParent
      commentIdFeed Item ID
      AuthorCreated By
      Attachment Object 1
      • name
      • contents
      • Path On Client
      • Version Data


  • Trigger

    FieldValue
    Broker Vendor Nameis not empty
  • Field Mapping
    The following field mappings are provided out-of-the-box.

    FieldValue
    incidentNumberIncident Number
    Summary Summary
    Description Notes
    StatusStatus
    PriorityPriority
    UrgencyUrgency
    ImpactImpact


  • Trigger

    FieldValue
    Flow Target Multi-Cloud
  • Field Mapping

    FieldValue
    To
    Enter the email account that will receive the error notification.
    Subject
    Flow Title
    From
    Note:
    The value of this field is set to Integration Service.
    NA

    Note

    You can change the following out-of-the-box field mappings:

    • Subject
    • From

    However, BMC recommends that you retain the existing mappings.

List of connector targets for integration with Service Cloud

When a ticket is brokered from Service Cloud to BMC Helix ITSM, the ticket data first comes in BMC Helix Multi-Cloud Broker before being sent to BMC Helix ITSM. To send the data from BMC Helix Multi-Cloud Broker to BMC Helix ITSM, you must configure the BMC Helix Multi-Cloud Broker ITSM connector target and set it in the Connector Process ITSM. Similarly, when a ticket is brokered from BMC Helix ITSM to Service Cloud, the ticket data first comes in BMC Helix Multi-Cloud Broker before being sent to Service Cloud. To send the data from BMC Helix Multi-Cloud Broker to Service Cloud, you must configure the BMC Helix Multi-Cloud Broker Service Cloud connector target and set it in the Connector Process Service Cloud.


For the MCSM ITSM connector target, define the connection configuration and profile required by the connector process.


For the Connector Targets, define the connection configuration and profile required by the connector process in BMC Helix Innovation Suite.


Was this page helpful? Yes No Submitting... Thank you

Comments