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.

Remedyforce integration reference

To establish integration with BMC Helix Remedyforce, 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 BMC Helix Remedyforce, sync BMC Helix Remedyforce 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 BMC Helix Remedyforce

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


  • Configuration
    • If you are integrating with an on-premises instance of ITSM, enter values for the following fields:

      FieldValue
      Name Enter a name for the connector configuration
      Description Enter a description for the connector configuration
      Site Select the site required to establish a connection between Remedyforce application and Integration service. You can either use the default cloud site or create your own site.
      Number of instances

      Use the default value

      Type
    • If you need to integrate with multiple instances of Remedyforce, add a Connector Configuration for each instance.
  • Account
    • Add the account of a Remedyforce user who can view and update Remedyforce tickets.
    • If you need to integrate with multiple Remedyforce instances, add an account for each of the Remedyforce instances.

List of flows for integration with BMC Helix Remedyforce

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


  • 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.


  • Trigger

    FieldValue
    External Ticket Ref#not matches-INC
    Typeequals-Incident
  • Field Mapping

    The following values are mapped out-of-the-box:

    FieldValue
    SummaryCategory
    PriorityPriority
    DescriptionDescription
    StatusStatus
    UrgencyUrgency
    ImpactImpact
    Incident TypeUser Service Restoration
    Reported SourceOther
    Vendor Ticket IdIncident #
    Vendor Ticket PropertiesRetain the out-of-the-box mapping
    Webhook Condition ParameterRemedy

    Notes

    • In addition to the above out-of-the-box mappings, when creating this flow from the catalog, you must enter Company, Customer First Name, Customer Last Name, and Vendor field values.
    • The Priority value of a ITSM incident is automatically calculated depending upon the values of Impact and Urgency values in ITSM. When you broker a ticket from Remedyforce to ITSM, the priority of the brokered ticket in ITSM might not be the same as was specified in the flow mapping. For instance, when you broker an incident from Remedyforce to ITSM with priority 4, the incident that is created in ITSM will be of priority medium and not low.


  • Trigger

    FieldValue
    Is Newis false
    External Ticket Ref# containsINC
  • Field Mapping

    The following values are mapped out-of-the-box:

    FieldValue
    StatusStatus
    Vendor Ticket IdIncident #
    Vendor Ticket PropertiesRetain the out-of-the-box mapping

    Note

    In addition to the above out-of-the-box mappings, when creating this flow from the catalog, you must enter Vendor field value.


  • Trigger

    FieldValue
    Action equalsNotes
    External Ticket Ref# starts with
    INC
    Note not matches"Remedy user,.*, added a work note:"
  • Field Mapping

    The following values are mapped out-of-the-box:

    FieldValue
    textNote
    post_typecomment#remedy
    AuthorStaff
    vendorTicketIdIncident #
    commentIdRecord ID

    Notes

    In addition to the above out-of-the-box mappings, when creating this flow from the catalog, you must enter Vendor field value.


  • Trigger

    FieldValue
    Condition isRetain the webhook condition
    Record Event equals
    update
    is Newis false
    Remedy Incident Numberis not empty
    Source ID starts withSelect Remedyforce when using this flow from the catalog
  • Field Mapping

    Flow target 1 - Multi-Cloud connector

    FieldValue
    VendorRemedyforce
    Parent Ticket Idsource ID

    Flow target 2 - Remedyforce connector

    FieldValue
    Incident #Vendor Ticket Id
    External Ticket Ref#Remedy Incident Number


  • Trigger

    FieldValue
    Condition isRetain the webhook condition
  • Field Mapping

    The following values are mapped out-of-the-box:

    FieldValue
    ActionNotes
    Incident #associatedGUID
    NoteRemedy user, Author, added a work note: CommentText


  • Trigger

    FieldValue
    Shared With Vendor equalsTrue
  • Field Mapping

    The following values are mapped out-of-the-box:

    FieldValue
    textNotes
    post_typecomment#vendor
    ticketNumberIncident Number
    Attachment Object 1 > nameAttachment 1 filename
    Attachment Object 1 > contentsAttachment 1
    AuthorFull Name
    Webhook Condition ParameterBroker Vendor Name


For integration between BMC Helix Remedyforce and BMC Helix ITSM, when the value of the Service field is set to Remedyforce, the value of the Webhook Conditional Parameter field is set to Remedyforce.

  • 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
    Condition is${webhookContext.466000228} = "Remedyforce"
    Include All Fields istrue
    is Newis true
  • Field Mapping

    • Flow Target 1 (Remedyforce)
      The following field mappings are provided out-of-the-box:

      FieldValue
      DescriptionSummary
      Category
      Note: The value of this field is set to IT Services.
      NA
      External Ticket Ref#Remedy Incident Number
      Impact
      Note: The value of this field is set to Impact.
      NA
      Incident Type
      Note:
      The value of this field is set to Incident.
      NA
      Status
      Note: The value of this field is set to Status.
      NA
      Urgency
      Note: The value of this field is set to Urgency.
      NA


    • Flow Target 2 (BMC Helix Multi-Cloud Broker)
      The following field mappings are provided out-of-the-box:

      FieldValue
      Status
      Note: The value of this field is set to New.
      NA
      VendorWebhook Condition Parameter
      Parent Ticket IdID
      Parent Ticket Type
      Note:
      The value of this field is set to Incident.
      NA
      Vendor Ticket IdIncident#
      Vendor Ticket Properties
      • Name
      • Id
      • LastModifiedDate
      • CreatedBy
      • Incident#
      • Record ID
      • Last Modified Date
      • Created By
    • Flow Target 3 (ITSM)
      The following field mappings are provided out-of-the-box:

      FieldValue
      Incident NumberRemedy Incident Number
      Broker Vendor NameWebhook Condition Parameter

Note

If you map the Time field from ITSM to Remedyforce, the following behavior occurs:

After an incident is created in Remedyforce, the value of the Time field is set based on the time zone setting of the Remedyforce user that is specified in the connector configuration. If you want the value of the time field in UTC, in Remedyforce, you can set the Time Zone setting to UTC Timezone.


List of connector targets for integration with BMC Helix Remedyforce

When a ticket is brokered from any vendor 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 MCSM ITSM connector target and set it in the Connector Process ITSM.


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

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