Updating configurations to send and receive data from custom BMC Helix ITSM fields

BMC Helix Multi-Cloud Broker allows you to send and receive the data of fields defined in Remedy IT Service Management Suite (Remedy ITSM Suite) or BMC Helix ITSM for any feature that involves ITSM.  If you need to send or receive data to an incident, change, or problem field that is not available in the Ticket Brokering Library, you can add it to the Incident, Change, or Problem record definition as a customization. You must then update the connector, flow, and process configuration so that data of the ITSM field can be sent to a vendor application or data from the application can be received to the ITSM field. 

Update the following feature configuration to be able to use the ITSM field in your field mappings:

1. Add the ITSM field to the appropriate record definition in BMC Helix Platform.  In the Field ID, make sure you enter a value greater than 536870912.
   For example, we add the Incident Owner field to the Incident Management record definition. For more information about modifying a record definition to add fields see, Adding fields to a record definition .
2. To make the custom field available in the updated schema and for selection when mapping field values, generate a custom schema for the Multi-Cloud connector.
   1. Log in to BMC Helix Integration Service. 
   2. Navigate to Catalog and click Connectors.
   3. Select the Multi-Cloud connector, and click Custom Fields in the Configuration pane.
      You might need to click the arrow on the ribbon in the lower section of the screen to open the Configuration pane.
   4. Identify the connector configuration that includes the custom field and click Generate or Re-Generate.
      For example, generate the schema for the ITSM server for which the custom field was created. 
3. To add field mappings to the custom field, update the flow associated with the integration.
   1. In BMC Helix Integration Service, navigate to My Flows and click the flow associated with the integration.
      For example, to include the custom field that was created for an Incident record, select the Create Brokered Incident flow.

   2. Create a copy of the flow, so that the custom fields are available to use. 

      Note

      The custom field is displayed only in a new flow created from the existing flow.

   3. Open the new flow and navigate to the Details tab.
   4. Click Field Mapping, locate the custom field and map it to the field.
      For example, select the Incident Owner field and map it to a field in the vendor application. 

4. To update the field mappings for the custom field in the connector process, update the connector process of the vendor application.
   The connector process enables BMC Helix Integration Service to share data of the custom field between ITSM and vendor application.

   1. Log in to BMC Helix Platform.
   2. On the Workspace tab, click Ticket Brokering Library.
   3. Under Processes, select the connector process for ITSM or for the vendor application.
      For our example, select the Connector Process for ITSM.
   4. Select the appropriate element from the Connector Process, and update the Field Mapping for the custom field. 
      For our example, select the Create Incident element, and map the Incident Owner field to the same field that it was mapped to in the flow in step 3. 
   5. Save the process. 

Data from the custom field can now be passed between ITSM and the vendor application.