20.02 enhancements

This section contains information about enhancements in this release of BMC Helix Multi-Cloud Service Management.

Create incidents automatically from IBM QRadar SIEM offenses

You can enable the prebuilt integration between Remedy IT Service Management (ITSM) and IBM QRadar Security Information and Event Management (SIEM) to create incidents in Remedy ITSM whenever an offence is generated in QRadar SIEM. After the incident is created in Remedy ITSM, the offence and incident are automatically updated to keep them in sync whenever they are changed. You can view the details of the offense in Smart IT, share notes between the offense and the incident, and also open the offense from the ticket details and activity notes section.

Incident created in Smart IT from QRadar SIEM offense

For more information, see Enabling prebuilt integration with IBM QRadar.

Create incidents automatically from BMC TrueSight Operations Management events

You can enable the prebuilt integration between Remedy ITSM and TrueSight Operations Management to create incidents in Remedy ITSM whenever an event is generated in TrueSight Operations Management. After the incident is created in Remedy ITSM, the event and incident are automatically updated to keep them in sync whenever they are changed. You can view the details of the event in the TrueSight Ops Mgmt details section of the Smart IT incident ticket.

Incident created in Smart IT from TrueSight Operations Management event

For more information, see Enabling prebuilt integration with TrueSight Operations Management.

Create change requests automatically and sync activity note from Azure DevOps

You can create change requests in Remedy ITSM and share activity notes with attachments between Remedy ITSM change and Azure DevOps work items. After the change is created in Remedy ITSM, whenever the data is changed in Remedy ITSM, Azure DevOps work logs are automatically updated to keep the data in sync in the two applications. You can view the details of the work items in Smart IT, and also open the work items from the ticket details and activity notes section.

Change request created in Smart IT from Azure DevOps work item

For more information, see Enabling prebuilt DevOps integration between Microsoft Azure DevOps and Remedy ITSM.

Automatic update of field values of mapped fields between Jira and Remedy ITSM 

You can update the value of the mapped fields between Jira and Remedy ITSM by updating the Jira vendor mapping and configuring the update flows. If you update the value a mapped field in one application, the value is automatically updated in the other application. In earlier versions of BMC Helix Multi-Cloud Service Management, whenever the value of a mapped field was changed in one application, an activity note was added in the other application.

For more information, see Enabling prebuilt DevOps integration between JIRA Software and Remedy ITSM.

Update the state of Azure alerts automatically from Remedy ITSM incidents

The state of Azure alerts are automatically updated when the corresponding Remedy ITSM incident status is updated. For more information, see Enabling pre-build integration with Azure Monitor.

You can update the state of Azure alerts when the corresponding Remedy ITSM incident status is updated. To automatically update the state of Azure alerts when the corresponding Remedy ITSM incident status is updated, use the prebuilt integration with Azure Monitor.