This documentation supports the 19.08 version of BMC Helix Multi-Cloud Service Management.

To view the documentation for the previous version, select 19.05 from the Product version menu.


BMC

BMC Helix Multi-Cloud Service Management 19.08

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BMC Helix Multi-Cloud Service Management is an add-on offering for BMC Remedy IT Service Management that enables organizations to effectively manage IT services in a hybrid, multi-provider environment. It provides out-of-the-box integrations to address advanced service management challenges related to cloud services and to enable DevOps teams to work seamlessly with multiple applications.
Release notes and notices
updated 06 Sep


This section provides information about BMC Helix Multi-Cloud Service Management including urgent issues and documentation updates.

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The following updates have been added since the release of the space:

Date

Release

Summary

August 22, 201919.08

Enhancements:

  • Create Remedy ITSM incidents based on Azure Alerts
  • Share activity notes between Remedy ITSM incident and Azure DevOps work item
  • Share attachments associated with activity notes in Remedy ITSM incident with Jira Service Desk
  • Map Jira, Jira Service Desk, and Azure DevOps custom fields with Remedy ITSM fields
  • Update the status of Remedy ITSM incident from Jira or Jira Service Desk
  • Define CI priority to calculate risk of a change request

  • Updated BMC Helix Multi-Cloud Service Management application according to the latest platform archetype
May 31, 201919.05

Enhancements:

  • DevOps integration for Azure DevOps Services
  • Enhanced Error Console for consolidated view of errors from BMC Helix Platform and BMC Helix Integration Service
  • Automatic risk calculation for change requests brokered from Atlassian JIRA Software issues
  • Ability to share attachments between Remedy IT Service Management (ITSM) or BMC Helix IT Service Management (ITSM) and JIRA
  • Introduction to self-help with guided assistance
February 28, 201919.02

Enhancements:

  • DevOps integration for Work Order records.
  • Manually restart failed brokering transactions.
  • Support for custom Salesforce Service Cloud objects in Incident records.
November 30, 201818.11

Enhancements:

  • DevOps integration with Jira includes support to create issues for Problem records.
  • Additional activity feed flows to include author name.
  • Support for custom fields in Incident and Change records.
September 14, 201818.08

Enhancements:

  • Ticket consolidation for Jira Service Desk to Remedy ITSM.
  • Ticket consolidation across multiple Remedy ITSM instances.
  • Support for attachments from Salesforce Service Cloud to Remedy ITSM.
  • Collaborative, automated, incident brokering for multiple Remedy ITSM instances.
  • Simplified user interface for BMC Helix Multi-Cloud Service Management configuration.
May 31, 201818.05

Enhancements:

  • DevOps integration for multiple instances of Jira.
  • Support for ticket brokering in BMC Helix Multi-Cloud Service Management without BMC Remedy with Smart IT.
  • Ticket consolidation from Salesforce Service Cloud to Remedy ITSM.


Feb 28, 201818.02

Enhancements:

  • Out of the box flows for Remedy ITSM.
  • Tailor out-of-the-box flows.
  • Track service targets and status of cloud service providers.
  • Custom connectors and flows for other third-party service providers.



Orientation >



Configuring BMC Helix Multi-Cloud Service Management

 

As the Multi-Cloud Administrator, set up an end-to-end integration between an on-premises application and a Cloud Service Provider.

Tracking the quality of cloud services by using the Multi-Cloud Service Dashboard

 

As a Cloud Service Administrator, I want to monitor the quality of my service providers using the reports provided by BMC Helix Multi-Cloud Service Management.

Troubleshooting

 

Common issues, error messages, logs, and contacting Support

PDFs and videos

 

This topic describes and links to PDFs, videos and other documents that support this product release. If the ready-made PDFs of this space do not satisfy your requirements, you can export a custom PDF.

FAQs and additional resources

This section contains a list of frequently asked questions and common use cases for BMC Helix Multi-Cloud Service Management features.


 How are activity notes and status updated in BMC Helix Multi-Cloud Service Management?

For incident brokering:

  • When a service desk agent adds a comment to the BMC Remedy IT Service Management (ITSM) incident in BMC Remedy with Smart IT and clicks Share with AWS/Salesforce, the comment is added to the vendor ticket.
  • When a field is updated in Remedy ITSM, BMC Helix Multi-Cloud Service Management updates the corresponding vendor ticket with a comment listing the field name with the new and existing values. BMC Helix Multi-Cloud Service Management adds a comment only for those fields that are mapped when you specify technology provider and field mapping during Vendor data configuration.
  • Any updates to fields in the vendor ticket are reflected in the corresponding Remedy ITSM incident fields. This behavior applies to the fields that are mapped when you specify technology provider and field mapping during Vendor data configuration.
  • A Remedy ITSM incident is marked as resolved when the vendor ticket is closed based on the option you select when you specify technology provider and field mapping during Vendor data configuration. 
  • When a Case Comment is added to a Salesforce Service Cloud ticket, Smart IT displays the comment as an activity note for the corresponding incident.
  • Status changes to a vendor ticket are reflected as an activity note on the Remedy ITSM incident.
  • When a Remedy ITSM incident is CancelledClosed, or Resolved, the corresponding vendor ticket is Closed.

For DevOps integration:

  • When a service desk agent adds a comment to the Remedy ITSM change request or incident (in Smart IT) and clicks Share with Jira/CA Agile Central, the comment is added to the Jira/CA Agile Central issue.
  • When a developer adds a comment to a Jira issue or user story, the comment is added to the corresponding Remedy ITSM change request or incident if the Viewable to all users option is selected in Jira.
  • Any updates to fields in the vendor ticket are reflected in the corresponding Remedy ITSM incident fields.
  • Status changes to a vendor ticket are reflected as an activity note on the Remedy ITSM incident or change request.

For more information, see the appropriate feature configuration at Configuring BMC Helix Multi-Cloud Service Management.


 What is the main difference between My Service Broker and BMC Helix Multi-Cloud Service Management?

The scope of My IT Service Broker, which is now a part of BMC Digital Workplace (Advanced) is limited to brokering service requests whereas BMC Helix Multi-Cloud Service Management is focused at brokering other BMC Remedy IT Service Management (ITSM) objects like Incident, Change, among others. It is possible that both solutions may share some of the connectors provided with integration services, their purpose and solution goals remains completely different.


 How much development effort does it take to create a new connector that is not OOTB?

The time required to create a new connector would depend on the third-party application you are trying to connect to and the capabilities you want to configure.

BMC Helix Multi-Cloud Service Management ships with a couple of OOTB flows for select vendors but there are many other connectors that are available with BMC Helix Integration Service. These connectors could be leveraged to build flows with non-OOTB vendors.

BMC provides a Connector builder that makes connector development easier. Two programming languages are supported to build the connector (broker): javascript and java. The Connector builder will help you to generate the skeleton of the connector codes. After it is generated, you need to implement the business logic to connect to the external application and pull and/or push data to it

Effort would also include getting insight about the external solution's APIs. If the vendor support REST API, it will be much easier.


 We just bought a ticket broker tool from a BMC Partner (VIPCON). The Ticket Broker (BGI) will be used to sync incidents and changes between T-Systems cloud and us. How does multi-cloud add-on differ from the ticket broker (BGI) of VIPCON? Up to now I think the only different is that the Multi-cloud add on is a cloud application and BGI is a on premise application. T-Systems use HP Service Manager 9.

Yes, some of our Remedy customers have implemented integration scenarios with different approach, incl. (but not limited to) partner solutions. As our customers move more and more to a multi-provider / multi-cloud approach to IT sourcing and have an increased need to bring DevOps and ITSM solutions closer together, BMC plans to support these uses cases with this OOTB service offering. With a BMC provided solution, we can integrate these use cases better into the user experience. 


 Is the Multi-Cloud Service Management add-on the same as the project name "Panama" launched two years ago?

Panama is now generally available from BMC and is called BMC Helix Multi-Cloud Service Management. You can look at BMC.com and sign-up for free trials of BMC Integration Service. BMC Helix Multi-Cloud Service Management application is built using BMC Helix Multi-Cloud Service Management. If BMC Helix Multi-Cloud Service Management is the Remedy Action Request System platform and BMC Helix Multi-Cloud Service Management is Remedy ITSM. 

Additional resources

The  Developer community  site provides information outside of the BMC Helix Platform documentation that you might find helpful. 

The Protection against CSRF attack vulnerability topic provides information about the WhiteHat Sentinel PE security penetration testing and protection against CSRF attack vulnerability.

The following BMC sites provide information outside of the BMC Helix Platform documentation that you might find helpful:

  • BMC Helix Platform Product Support  
  • BMC Helix Platform subscription
  • BMC Helix Platform community
  • BMC Helix Platform Knowledge Base
  • BMC Helix Platform YouTube playlist  
  • BMC Helix Platform marketplace
  • BMC Helix Platform podcasts
  • Documentation for related products:
    • BMC Helix Chatbot
    • BMC Helix Business Workflows
    • BMC Digital Workplace Advanced
    • BMC Remedy Single Sign-On
    • BMC Remedy IT Service Management Suite
 

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