This documentation supports the 20.02 version of BMC Helix Multi-Cloud Service Management.

To view the documentation for the previous version, select 19.11 from the Product version menu.

Configuration reference

This section provides details about setting up BMC Helix Multi-Cloud Service Management with your applications. For setting up integrations, after you complete the preconfiguration tasks, you must configure flows, connectors, and connector targets. BMC Helix Multi-Cloud Service Management provides prebuilt integrations, meaning you could start using the features by performing basic tenant level configuration tasks such as creating flows from the flow template, setting up trigger conditions and so on. BMC Helix Multi-Cloud Service Management provides out-of-the-box mappings and cross application configurations with the various cloud vendors.

BMC Helix Multi-Cloud Service Management supports the following features for the available vendors:

VendorFeaturesConfiguration reference

Incident brokering—Brokering tickets from cloud applications to Remedy

AWSRemedy incident to AWS incidentAWS integration reference
Salesforce Service Cloud

Remedy incident to Salesforce incident

Salesforce Service Cloud integration reference
Remedy ITSM

Remedy incident to Remedy vendor incident

Remedy ITSM integration reference

Ticket consolidation—Consolidate tickets created in multiple cloud applications to a single instance of Remedy.

Salesforce Service Cloud

Salesforce ticket to Remedy incident

Salesforce Service Cloud integration reference
Remedy ITSM

Remedy vendor incident to Remedy incident

Remedy ITSM integration reference
RemedyForceRemedyForce to Remedy incidentRemedyforce integration reference
Jira Service Desk

Jira Service Desk case to Remedy incident

Jira Service Desk integration reference

DevOps implementation—Create issues between Remedy ITSM and DevOps tracking tools like Jira, CA Agile, and Azure DevOps

Jira
  • Manual association of Remedy Change with Jira Issues
  • Jira Issue to Remedy Change
  • Jira Issue to Remedy Incident
  • Remedy Change to Jira Story
  • Remedy Incident to Jira Issue or Story
  • Remedy Incident to Agile Central Issue
  • Remedy Problem to Jira Issue or Story (requires BMC Remedy IT Service Management and  Remedy with Smart IT version 1808 patch 1)
Jira integration reference
CA Agile Central

Remedy Incident to Agile Central Issue.

CA Agile Central integration reference
Azure DevOps
  • Azure DevOps to Remedy Incident
  • Remedy Incident to Azure DevOps
Microsoft Azure DevOps integration reference
Notification — Create incidents between IT operations management (ITOM) vendors and Remedy ITSM
Azure MonitorAzure Alert to Remedy IncidentAzure Monitor integration reference
TrueSight Operations ManagementTrueSight Operations events to Remedy IncidentTrueSight Operations Management integration reference
Security —Create incidents in Remedy ITSM based on IBM QRadar Offenses
IBM QRadarIBM QRadar to Remedy ITSMIBM QRadar Security Information and Event Management (SIEM) integration reference


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