This documentation supports the 19.11 version of BMC Helix Multi-Cloud Service Management.

To view the documentation for the previous version, select 19.08 from the Product version menu.

19.11 enhancements

This section contains information about enhancements in this release of BMC Helix Multi-Cloud Service Management.


Consolidate incidents from Remedyforce to Remedy ITSM

To manage incidents across multiple ticket management systems, you can consolidate Remedyforce incidents into Remedy ITSM by setting up the prebuilt integration with Remedyforce.

For more information, see Enabling prebuilt integration with Remedyforce.

Share custom Remedy Action Request System form data by using the AR System connector

You can use the AR System connector to send data to or from any out-of-the-box or custom form that you create in the Remedy AR System. To share data between Remedy AR System and your application, you must update the AR System connector configuration and create flows between the AR System connector and your application connector.

For more information, see Sending and receiving data between Remedy AR System forms and third-party applications.

Automatic status updates of Azure alerts through Remedy ITSM

You can use the prebuilt integration with Azure Monitor to automatically update the status of Azure alerts when you make changes to a Remedy ITSM incident. This enables you to track the availability and health of Azure resources from a single console. You can configure the Update Azure Alert State flow to achieve this functionality.

For more information, see Enabling prebuilt integration with Azure Monitor.

Enhancement to the custom field support for Jira and Jira Service Desk

You can map option-with-child (cascade list) custom fields of Jira and Jira Service Desk with Remedy ITSM custom fields. This enables greater integration of Remedy ITSM with the DevOps tools. To share the custom fields values between Jira or Jira Service Desk and Remedy ITSM, you must update the required connector configuration, flow, and vendor data configuration.

For more information, see Enabling prebuilt DevOps integration between JIRA Software and Remedy ITSM and Enabling prebuilt integration with Jira Service Desk.

Share activity notes and attachments by using Salesforce Chatter

You can use Salesforce Chatter to bidirectionally share activity notes between Service Cloud and Remedy ITSM. This feature replaces the existing capability to share activity notes with Case Comment. However, you can continue to use Case Comment and transition to Chatter at your discretion.

For more information, see Enabling prebuilt integration with Salesforce Service Cloud.

Register a self-signed certificate for Jira connector

Customers can use their own self-signed certificates when integrating BMC Helix Multi-Cloud Service Management with Jira. In earlier versions, connection to Jira was allowed only if you had a digital certificate from designated certificate authorities.

For more information, see Enabling prebuilt DevOps integration between JIRA Software and Remedy ITSM.

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Comments

  1. Guruprasad Balachandra

    Link "DevOps integration with BMC Helix Multi-Cloud Service Management." is not accessible.

    Aug 12, 2019 10:31