Consolidation of tickets from vendor applications into BMC Helix ITSM
When organizations use services from multiple vendors, tracking incidents across multiple ticket management systems can be a challenge. BMC Helix Multi-Cloud Service Management facilitates the consolidation of vendor tickets into Remedy IT Service Management Suite (Remedy ITSM Suite) and BMC Helix ITSM.
When an incident is created in a vendor ticketing system, BMC Helix Multi-Cloud Service Management creates a corresponding ticket in ITSM. Ticket data between the vendor system and ITSM is also synchronized. The Smart IT console displays the vendor ticket ID as a link that opens the ticket in the vendor ticket management system. This enables you to consolidate all your tickets at a single place and manage them effectively.
You can leverage the ticket consolidation functionality for vendors such as Salesforce Service Cloud, Jira Service Desk, Remedyforce, and multiple instances of ITSM.
Benefits of ticket consolidation
The major benefit that you get by using this functionality is to use ITSM as a central repository of tickets. Avoiding the need to navigate to different applications, you can control all your tickets from ITSM.
Additionally, you also get the following benefits:
- Whenever a ticket is created in a vendor system, for example, in Salesforce Service Cloud, a corresponding ticket is created in ITSM.
- Notifications for status updates are sent so that status changes in incidents are synchronized between ITSM and vendor applications.
- Notes in the ITSM incident and vendor ticket are updated.
Using BMC Helix Multi-Cloud Service Management with Remedy Mid-Tier
To integrate BMC Helix Multi-Cloud Service Management with vendor ticketing systems, instead of using Smart IT, you can also use Remedy Mid-Tier.
If you are using Remedy Mid-Tier, consider the following information:
- You cannot view the vendor ticket details.
However, you can view the work logs to verify that tickets are being brokered.
- You cannot send an activity note from ITSM to the vendor application ticket.
- BMC Helix Multi-Cloud Service Management supports all other features.
Components used to create vendor tickets
BMC Helix Multi-Cloud Service Management uses connectors, flows, and processes to create tickets in vendor ticketing systems.
The following table describes these components in detail:
|Where you can configure the component
A connector is an integration with a BMC or third-party application, for example, ITSM, Atlassian Jira, and Remedyforce. Each connector supports a certain number of triggers, actions, or both.
|You configure a connector in BMC Helix Integration Service.
A flow is a connection between two connectors that lets you accomplish a certain task. Each flow has a source application and a target application. A triggering event in the source application causes an action to take place in the target application.
|You can configure a flow in BMC Helix Integration Service.
|BMC Helix Multi-Cloud Service Management defines processes to call vendor application specific actions to perform different business functions. When triggered by using a rule, a process uses the actions defined to implement the business logic for a given business case. The process is associated with a connector target which provides the process with the information required to connect to a vendor service.
|You configure connector targets in BMC Helix Innovation Studio.
How tickets are consolidated into ITSM
When a ticket is created in a vendor ticketing system, a corresponding ticket is created in ITSM. For example, when a case with the Escalated status is created in Salesforce Service Cloud, a corresponding ticket is created in ITSM.
The following image illustrates how BMC Helix Multi-Cloud Service Management uses connectors, flows, and processes to create a vendor ticket:
How status and activity notes are updated in BMC Helix Multi-Cloud Broker
The following table lists the events that update the status and activity notes:
Addition of a comment
A service desk agent adds a comment to the ITSM incident in Smart IT and clicks Share with vendor.
The comment is added to the vendor ticket.
A Case Comment is added to a Salesforce Service Cloud ticket.
Smart IT displays the comment as an activity note for the corresponding incident.
Addition of an attachment
A service desk agent adds an attachment to an activity note in ITSM.
BMC Helix Multi-Cloud Broker adds the attachment to the case in Service Cloud. The text from the activity note is added to Case Comment.
An attachment is added to a case in Service Cloud.
BMC Helix Multi-Cloud Broker creates an activity note and adds the attachment to the corresponding incident in ITSM.
Important: There is no limitation for sharing attachments between Smart IT and Salesforce Service Cloud for any supported version of Smart IT. However, the attachment shows in the activity feed in Smart IT only in version 18.08. The BMC Remedy Mid Tier can be used to view the attachments for any supported version.
Updates to a field
A field is updated in ITSM.
BMC Helix Multi-Cloud Broker adds a comment in the corresponding vendor ticket mentioning the field name with its new and existing values.
Important: BMC Helix Multi-Cloud Broker adds a comment only for those fields that are mapped when you specify the technology provider and field mapping during vendor data configuration.
Any updates to a field in a vendor ticket.
The updates are reflected in the corresponding ITSM incident field.
Important: This behavior applies only to those fields that are mapped when you specify technology provider and field mapping during vendor data configuration.
Updates to a ticket status
A vendor ticket is closed.
The corresponding ITSM incident is marked as Resolved, based on the option that you select when you specify technology provider and field mapping during vendor data configuration.
Status of a vendor ticket is changed.
The change is reflected as an activity note in the corresponding ITSM incident.
A ITSM incident is canceled, closed, or resolved.
The corresponding vendor ticket is closed.
Activity notes also display the vendor ticket numbers and the author of the note.
The following table lists the different formats in which an activity note can be displayed:
From where a ticket is created
Format of the activity note
From a vendor to ITSM
From ITSM to vendor