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.

Incident brokering

When organizations utilize services from multiple vendors, managing incidents across multiple ticket management systems presents a challenge to effective service management. BMC Helix Multi-Cloud Service Management facilitates efficient service management by integrating Remedy IT Service Management (ITSM) and BMC Helix IT Service Management (ITSM) with cloud service providers (for example AWS). 

When a service desk agent creates an incident in Remedy ITSM, BMC Helix Multi-Cloud Service Management creates a corresponding vendor application ticket with the appropriate cloud service provider (for example AWS). Notes and the status of the incident as well as the vendor application ticket are updated in both applications. The Smart IT console displays the vendor application ticket ID as a link that opens the ticket in the vendor ticket management system.

You can leverage the incident brokering functionality for vendors such as Amazon AWS, Salesforce Service Cloud, Remedyforce, and multiple instances of Remedy ITSM.

Benefits of incident brokering

Incident brokering provides the following benefits:

  • Whenever an incident is created in Smart IT a corresponding ticket is created in the vendor application.
  • Notifications for status updates are sent so that changes in the status of an incident are synchronized between Remedy ITSM and the vendor application.
  • Notes in the Remedy ITSM incident and the vendor application ticket are updated.

Using BMC Helix Multi-Cloud Service Management with Remedy Mid-Tier

You can integrate BMC Helix Multi-Cloud Service Management with vendor ticketing systems without using Smart IT.  Instead of the Smart IT console, you can use Remedy Mid-Tier to view incidents. When working without Smart IT, you cannot view the vendor ticket details. However, you can view the work logs to verify that tickets are being brokered. 

If you are using Remedy Mid-Tier, BMC Helix Multi-Cloud Service Management supports all available features except for sending of an activity note from Remedy ITSM to the vendor application ticket.

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:

ComponentDescriptionWhere you can configure the component
Connector

A connector is an integration with a BMC or third-party application, for example, Remedy 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.
Flow

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.
Connector targetBMC 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 a vendor ticket is created automatically

The following image illustrates how BMC Helix Multi-Cloud Service Management uses connectorsflows, and processes when an incident is created:

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

The following table lists the events that update the status and activity notes:

Event typeEventResult
Addition of a comment

A service desk agent adds a comment to the incident ticket in Smart IT and clicks Share with AWS/Salesforce.

The comment is added to the vendor application 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 Remedy ITSM.

 BMC Helix Multi-Cloud Service Management adds the attachment to the case in Service Cloud. The text from the activity note is added to Case Comment. Similarly, when an attachment is added to a case in Service Cloud, BMC Helix Multi-Cloud Service Management creates an activity note and adds the attachment to the corresponding incident in Remedy ITSM.

Important: The file size of the attachments depends on the limitations specified in Remedy ITSM and the Service Cloud application. The Multi-Cloud connector does not support attachments that are larger than 50 MB.

Updates to a fieldA field is updated in Remedy ITSM.

BMC Helix Multi-Cloud Service Management updates the corresponding vendor application ticket with a comment listing the field name with the new and existing values. 

A field in the vendor application ticket is updated.Updates are reflected in the corresponding Remedy ITSM incident field.
Updates to a ticket statusA vendor ticket is closed.A Remedy ITSM incident is marked as resolved, based on the option you select during the vendor data configuration. 
A Remedy ITSM incident is CanceledClosed, or Resolved.The corresponding vendor application ticket is Closed.

The status changes to a vendor application ticket are reflected as an activity note on the Remedy ITSM incident. Activity notes 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 Remedy ITSMNote added from <vendor> ticket <vendor ticket id as URL> by <vendor user first last names>
From Remedy ITSM to vendor

ITSM user <ITSM user first last name>, added a work note:

<work note text>

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