This documentation supports the 20.08 version of BMC Helix Multi-Cloud Service Management.

To view the documentation for the previous version, select 20.02 from the Product version menu.


As an administrator, you manage BMC Helix Multi-Cloud Broker to ensure efficient and smooth integration with other applications and successful ticket creation. You perform various tasks to manage the product like providing access to users, updating configurations post upgrade, assessing the risk for DevOps changes, tracking the quality of cloud services, and so on.

The following table lists the different actions that you can perform to manage the product:

Add users based on the tasks they need to perform.Assigning roles and permissions
Evaluate the risk level of a DevOps change request so that a bad change can be prevented from being implemented.Multi-Factor risk assessment for Devops changes
Create a problem from a JIRA issue for DevOps integration.Enabling Problem Management for multiple instances of JIRA Software
Customize a flow and move it to a production environment.Deploying custom flows, updated vendor mappings, and connector processes to production environments
Use the service dashboard to track the status and metrics of the services that you have subscribed to.Tracking the quality of cloud services by using the BMC Helix Multi-Cloud Service Management Dashboard
Update your customized flows, processes, and connector configurations post upgrade so that your customizations are applied in your environment.Updating processes, connectors, and flows post upgrade
Update configurations to send and receive data from custom fields in ITSM and Salesforce Service Cloud.Updating configurations to send and receive data from custom fields

Enable a service desk agent to open Smart IT from a vendor ticket.

Enabling service desk agents to open Remedy with Smart IT from vendor tickets

Refer to the out-of-the-box configuration values to set up an integration between BMC Helix Multi-Cloud Broker and a third-party application.

Configuration reference

View the BMC Helix Multi-Cloud Broker incidents and work order requests in progressive views.

Configuring the Progressive Web Apps screens
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