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

A service desk agent can open Smart IT from a vendor ticket to view the corresponding ticket details. By using the direct link to Smart IT in the ticket, the agent can quickly open the application instead of logging to it.

As an administrator, you can enable the agent to open Smart IT from tickets belonging to the vendors that BMC Helix Multi-Cloud Brokersupports. Agents can open Smart IT from tickets that are created from ITSM to vendor system and vendor system to ITSM. Agents can open Smart IT from the following types of ticket:

• Incident request
• Change request
• Work order
• Problem
• Known error

You can enable this functionality by registering a URL for a Smart IT instance such as, production, QA, and tailoring. BMC Helix Multi-Cloud Broker provides the SmartIt URL field in the incident, change, work order, problem, and known error records. After you configure the SmartIt URL field, a link is displayed in a vendor ticket that opens Smart IT.

The following image shows the different tasks that you must perform for agents to open Smart IT from a ticket:

Smart IT views that are opened from a vendor ticket

Based on the Smart IT version, the link in a vendor ticket opens different Smart IT views, as listed in the following table:

Task 1: To configure the URL for tickets created from ITSM to vendor system

You can map the SmartIt URL field with a vendor field in the following ways:

• If the vendor data for a ticket is updated by a connector process, you must create the field mapping in the process. 
• If the vendor data for a ticket is updated by a flow, you must create the field mapping in the flow.

To create the field mapping in a process

1. Log in to BMC Helix Innovation Studio.
2. On the Workspace tab, select Ticket Brokering Library.
3. On the Processes tab, open the process for the required vendor from which you want to navigate to Smart IT.
   For example, open Connector Process JIRA.
4. On the canvas, select an element that creates a ticket for the vendor.
   For example, select Create JIRA Issue from Incident.

5. On the Element Properties tab, under INPUT MAP, map the SmartIt URL field with any vendor field in which you want to display the URL.
   For example, edit the Issue Description field to show the URL in this field.

6. In the Edit Expression dialog box, from the required ticket type, add the SmartIt URL field.
   For example, select Process Variables > Incident Record, add the SmartIt URL field.
   After adding the URL field, you can remove the Description field that is added by default.
7. In the Edit Expression dialog box, click OK.
8. Click Save.

To create the field mapping in a flow

1. Log in to BMC Helix Integration Studio.
2. Click My Flows.
3. Open a flow that creates a ticket in the vendor system.
   For example, open Create Jira Service Desk Request.
4. To edit the flow, click .
5. Click Edit Field Mapping, and select Creates a customer request.
6. From the vendor fields that are displayed, select a field to map it with the SmartIt URL field by performing the following steps:
   1. To view the available fields from the ticket, click the text box corresponding to a vendor field.
   2. From the list, select SmartIt URL.
   3. Click Save and Close.
   For example, from the Jira Service Desk fields, map the Description field with the SmartIt URL field.

Task 2: To configure the URL for tickets created from vendor system to ITSM

For a ticket that is created from a vendor system to ITSM, you can configure the URL only for the following vendors:

• Jira (for incident request, change request, and known error ticket)
• Jira Service Desk

To configure the URL, first, you need to specify the SmartIt URL field ID in the vendor metadata and then map the SmartIt URL field with a vendor field.

To add the SmartIt URL field Id in the vendor metadata

1. Log in to BMC Helix Multi-Cloud Broker.
2. Click .
3. Select Configure Vendors > Map Vendors.
4. Select the required vendor and click Edit.
5. In the Edit Vendor pane, open the Vendor Field Mapping section.
6. In Remedy to Vendor Sync Fields, click Field Id, and enter 466000280.

To map the SmartIt URL field with a vendor field

1. Log in to BMC Helix Integration Studio.
2. Click My Flows.
3. Open the required update flow for the vendor that you selected for adding the field Id.
   For example, open Update Jira Service Desk Issue from Multi-Cloud Incident.
4. To edit the flow, click .
5. Click Edit Field Mapping, and select Update an existing issue.
6. From the vendor fields that are displayed, select a field to map it with the SmartIt URL field by performing the following steps:
   1. To view the available fields from the ticket, click the text box corresponding to a vendor field.
   2. From the list, select SmartIt URL.
   3. Click Save and Close.
   For example, from the Jira Service Desk fields, map the Description field with the SmartIt URL field.
   Important: If you have created a custom field to store the URL, you can map that field with the SmartIt URL field.

Task 3: To register the Smart IT URL

To register a Smart IT URL, you can use the following methods:

• Automatic method—Use the out-of-the-box processes that automatically update the Smart IT version and base URL.

• Manual method—Specify the Smart IT version and URL manually.
  Important: While using Smart IT 2.0.00.001, you must manually enter the Smart IT version and base URL because the automatically generated URL is incorrect.

To automatically update the Smart IT version and URL

By default, the following out-of-the-box processes automatically update the Smart IT version and base URL:

• Update SmartIT Version Info

• Update SmartIT URL Info

However, after BMC Helix Multi-Cloud Broker is deployed on a production environment, you must manually run the out-of-the-box processes by performing the following steps:

1. Log in to BMC Helix Innovation Studio.

2. On the Workspace tab, select Ticket Brokering Library.

3. On the Processes tab, select the check box corresponding to the process that you want to run.

4. Click Manage Processes.

5. Click Run.

After you manually run the processes for the first time, they update the version and base URL every day. You can change the interval in the Update SmartIT Version Info and Update SmartIT URL Info rules.

The following image shows how you can update the interval in the Update SmartIt URL Info rule:

(Optional) To manually update the Smart IT version and base URL

To specify the Smart IT version and base URL, perform the following steps:

1. Log in to BMC Helix Innovation Studio and navigate to the Administration tab.
2. Select com.bmc.dsm.ticket-brokering-lib>Smart IT.

3. In General, complete the fields as described in the following table:

   Field	Action
   Version Number	Enter the Smart IT version for which you want to enable the cross-launch functionality.
   Application ID	It is the Smart IT component ID and is automatically populated. Important: You should not modify this field.
   Base URL	Enter the base URL of the Smart IT version that you selected earlier.

4. Click Save.

With the correct field mapping and Smart IT details specified, agents can open Smart IT from vendor tickets successfully.

(Optional) Task 4: To register the Smart IT URL for container-based ITSM

1. Log in to Remedy Mid-Tier.
2. Navigate to the AR System Configuration Component form.
3. Complete the following fields:
   • Component—Enter *.
   • Component Type—Enter com.bmc.arsys.smartit.
   • Setting Name—Enter smartit.url. 
4. Click Search.
5. In the Setting Value field, specify the Smart IT URL in the following format:
   <http or https>://<Smart IT Host Name>:<Port>

Related topic

BMC Helix Multi-Cloud Service Management overview