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.

Setting up integration templates

As an administrator, you set up an integration template based on your business requirements and system details. For example, you integrate BMC Helix ITSM with Jira to consolidate critical Jira issues in BMC Helix ITSM. In addition, you provide the access credentials for your BMC Helix ITSM and Jira accounts in the integration template.

Add the correct details in the template to make sure that the template runs successfully and that the data is passed between the required applications.

The following image lists the tasks involved in setting up an integration template:

To set up a template, perform various actions such as configuring the BMC Helix Multi-Cloud Broker connector, adding metadata of your third-party application, updating project variables, and configuring risk assessment for integrations involving change requests.

To add the third-party application metadata

In BMC Helix Multi-Cloud Broker, you add the metadata of a third-party application with which you integrate BMC Helix ITSM. The metadata; for example, instance name and instance URL, is used to connect BMC Helix ITSM with the correct third-party application instance, and to enable data sharing between these two applications.

The third-party application metadata includes several details, such as the third-party application instance details, integration platform to be used, field mappings, and so on. 

To add the metadata, perform the following steps:

  1. Log in to  .
  2. Click Settings .
  3. Select Configure Vendors > Manage Vendor Metadata.
  4. On the Map Vendors page, click Map Vendor .
  5. Complete the fields as described in the following table:



    DescriptionEnter a meaningful description for the metadata configuration.
    Ticketing Technology Provider

    From the list, select the provider for which you are adding the metadata.

    For example, if you are adding metadata for your Jira application instance, select Jira from this list.

    (Optional) Instance Name

    Enter the name of the third-party application instance that you are using.

    For example, if you are adding metadata for your Jira application instance, enter the name of that instance.

    Add Mapping

    After you select the ticketing technology provider, click Add Mapping.

    displays the default values in the Instance URL field and the Display Field Mapping section.


    If you have clicked Add Mapping, this field is auto-populated.

    If required, add the URL of the third-party application instance.

    This URL is required to open the ITSM ticket from the vendor application.

    Vendor Field MappingBy default, some fields from a BMC Helix ITSM ticket and a third-party application ticket are mapped to synchronize field updates in both the applications. We recommend that you do not modify the default mappings. However, if the mappings do not suffice your requirements, update the mappings by clicking .
    Display Field Mapping

    By default, the basic third-party application fields are mapped in this section. If you want to map additional fields to be displayed in the BMC Helix ITSM UI, add the relevant mappings by clicking .

    Enable Local ITSM Communication

    By default, this toggle key is enabled. 

    If you want to use as the underlying integration platform, disable this toggle key.

    Resolve Incident Ticket When Vendor Closes It

    By default, this toggle key is enabled so that when a third-party application ticket is closed, the corresponding BMC Helix ITSM ticket is also closed. You can disable the toggle key, if required.

    Integration Platform

    Select one of the following values:

    • Jitterbit
    • MuleSoft
    • Integration Service
      ImportantThe go-forward scope for will be limited to BMC-to-BMC centric integration use cases. For more information, see Product announcements.

Field mappings

The field mapping functionality makes sure that the ticket data between two applications is synchronized successfully by mapping various fields between the applications. After you map the fields, an update in one field is displayed in the corresponding mapped field. This functionality helps you to stay up-to-date about the progress of a ticket.

The following table describes the field mappings between different applications:

Display field mappingsDefines which third-party application ticket field is displayed on a BMC Helix ITSM ticket and how it is displayed on the ticket.
Vendor field mappings

Maps fields between a BMC Helix ITSM ticket and a third-party application ticket to pass updates between those fields. To pass an update from a third-party application to BMC Helix ITSM and for the converse, first, the update is sent to BMC Helix Multi-Cloud Broker. Then, the update is sent to the required target application.

The following vendor field mappings are defined between different applications:

  • Remedy to Vendor Sync Fields—Maps and synchronizes fields from a BMC Helix ITSM ticket to a third-party application ticket.
  • Vendor to Remedy Sync Fields—Maps and synchronizes fields from a third-party application ticket to a BMC Helix ITSM ticket.
Integration template field mappings

Maps fields in the BMC Helix Multi-Cloud Broker Ticket Brokering Library record and the third-party application ticket.

When a ticket is created in BMC Helix ITSM or a third-party application, a corresponding record for that ticket is created in BMC Helix Multi-Cloud Broker Ticket Brokering Library. The integration template mappings help pass data between the Ticket Broker Library record and the third-party application ticket.

For a detailed overview of field mappings in BMC Helix Multi-Cloud Broker, see the following video:

<Video to be added>

To update a project variable

A project variable is a placeholder for a value specific to your system that you provide while configuring an integration template. When you run the template, it refers to the project variable value and executes various operations; for example, creating a ticket and sending data to BMC Helix ITSM.

To make sure that the template is implemented successfully, you must provide the correct values in the variables. By using variables, you determine which types of tickets you want to create or update, and where you want to create or update tickets. For example,  you want to create a High priority incident in BMC Helix ITSM from a P1 severity Jira defect.

You update a project variable in the required integration template.

To learn about accessing a template and updating its variables, see the references for available integrations in Using BMC Helix iPaaS, powered by Jitterbit to integrate BMC Helix ITSM with third-party applications.

To configure risk assessment for a change 

During a development cycle, DevOps and IT Change Governance teams might need to implement certain changes that require quick approvals. However, it is important that you analyze those changes to identify any risks. By configuring the risk assessment for integration templates involving change requests, you ensure that you protect your business from any negative changes.

To learn about how to configure the risk assessment, see Multi-Factor risk assessment for Devops changes.

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