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 ServiceCloud by using BMC Helix iPaaS

You can integrate BMC Helix ITSM with Salesforce Service Cloud to synchronize incidents and cases between the two applications. When an incident is created in BMC Helix ITSM, a corresponding case is created in Service Cloud, and the converse is true. You can also synchronize comments and data between the cases and incidents.

BMC Helix Multi-Cloud Broker, along with BMC Helix iPaaS, powered by Jitterbit provides the Sync_BMC_Helix_ITSM_incident_and_Salesforce_ServiceCloud_case.json integration template that you can use to integrate BMC Helix ITSM with Service Cloud. You configure the integration in BMC Helix Multi-Cloud Broker and deploy the integration template to your BMC Helix iPaaS environment.

List of project variables

The following sections describe the variables that you can update as per your requirements:

BMC Helix iPaaS variables

Project variableValue
BHIP_API_NAMEThe default value of this variable is BMCHelixITSMIncidentAndServiceCloudCase.
BHIP_API_User_RolesSpecify the organization roles that should have access to the new API. You can add multiple comma separated values. Important: If you do not specify any value, all the organization roles get access to the new API.
BHIP_MCSM_API_Profile_Username

The integration template creates an API in BMC Helix iPaaS to handle requests from BMC Helix Multi-Cloud Broker.

Enter the user name for the security profile used with the BMC Helix iPaaS BMC Helix Multi-Cloud Broker API.
BHIP_MCSM_API_Profile_Password

The integration template creates an API in BMC Helix iPaaS to handle requests from BMC Helix Multi-Cloud Broker.

Enter the password for the security profile used with the BMC Helix iPaaS BMC Helix Multi-Cloud Broker API.
BHIP_Vendor_API_Profile_Type 

The integration templates create APIs to accept requests from a vendor.

Enter one of the following API authentication mechanisms that you want to use with this API:

  • BASIC

  • ANONYMOUS

  • APIKEY

BHIP_Vendor_API_Profile_Username

Enter the user name for the security profile that you want to use with the vendor API. 

Important: Provide a value for this variable, only if you select the BASIC option in BHIP_Vendor_API_Profile_Type.

BHIP_Vendor_API_Profile_Password

Enter the password for the security profile that you want to use with the vendor API. 

Important: Provide a value for this variable, only if you select the BASIC option in BHIP_Vendor_API_Profile_Type.

BHIP_Vendor_API_Profile_ApiKey_Name

Enter the APIKEY name for the security profile that you want to use with the vendor API. 

Important: Provide a value for this variable, only if you select the APIKEY option in BHIP_Vendor_API_Profile_Type.

BHIP_HostEnter the BMC Helix iPaaS instance URL where you want to run this project.
BHIP_UsernameEnter the user name for the BMC Helix iPaaS instance.
BHIP_PasswordEnter the password for the BMC Helix iPaaS instance.
Enable_BMC_Helix_To_Vendor_Integration

By default, this variable is set to true.

Important: This variable enables the creation of ServiceCloud cases from BMC Helix ITSM incidents, synchronizes updates, and shares comments.

Enable_Vendor_To_BMC_Helix_Integration

By default, this variable is set to true.

Important: This variable enables the creation of BMC Helix ITSM incidents from ServiceCloud cases, synchronizes updates, and shares comments.


Service Cloud variables

Important

You must register the BMC Helix iPaaS API (Vendor to MCSM) URL in Remote Site Setting in Salesforce ServiceCloud. This ensures that Salesforce ServiceCloud whitelists the URL and enables a custom code to call the BMC Helix iPaaS API (Vendor to MCSM) URL.

Project variableValue
ServiceCloud_UsernameEnter the user name that enables you to interact with Salesforce ServiceCloud.
ServiceCloud_PasswordEnter the password for the user name that you provided.
ServiceCloud_Security_TokenEnter the API security token for Salesforce if the user requires it.
ServiceCloud_Apex_NameThe default value of this variable is BHIP_SFSC_MCSM. If required, you can change it.
ServiceCloud_HostService Cloud instance URL in the following format: [http/https]://[host name and port]
ServiceCloud_Apex_Case_Create_FilterEnter a trigger condition in the SOQL format to filter cases from ServiceCloud. For example, enter Status = 'Escalated'.
ServiceCloud_Apex_Case_Update_FilterEnter a trigger condition in the SOQL format to filter cases from ServiceCloud. For example, enter Status = 'Escalated'.

BMC Helix Multi-Cloud Broker variables

Project variable

Value

MCSM_Host

Enter the BMC Helix Multi-Cloud Broker host URL to which ServiceCloud cases should be synchronized.

MCSM_Username

Enter the user name that enables users to interact with BMC Helix Multi-Cloud Broker.

MCSM_PasswordEnter the password for the provided username.
MCSM_Vendor_Name

This variable is autopopulated. You must not change the value.

The following variables are inputs from BMC Helix ITSM. Either enter values for these variables or map appropriate ServiceCloud fields if the data is available:

Project variableValue
ITSM_Company_NameEnter the company name for which the integration template needs to be run. For example, Calbro Services
ITSM_Customer_First_NameEnter the first name of the BMC Helix ITSM customer.
ITSM_Customer_Last_NameEnter the last name of the BMC Helix ITSM customer.
ITSM_Incident_TypeEnter any of the following incident types that you want to create:
  • User Service Restoration
  • User Service Request
  • Infrastructure Restoration
  • Infrastructure Event
  • Security Incident

Related topics

Getting started with BMC Helix Multi-Cloud Broker

Synchronizing incidents with Service Cloud cases via BMC Helix iPaaS, powered by Jitterbit

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