This documentation supports the 19.11 version of BMC Helix Multi-Cloud Service Management.

To view the documentation for the current version, select 20.02 from the Product version menu.

Enabling prebuilt integration with multiple Remedy ITSM instances

BMC Helix Multi-Cloud Service Management enables the management of incidents across multiple instances of Remedy IT Service Management (ITSM) or BMC Helix IT Service Management (ITSM). When a service desk agent creates an incident in your Remedy ITSM instance, BMC Helix Multi-Cloud Service Management creates a corresponding incident with a vendor's instance of Remedy ITSM. Similarly, when an incident is created in a vendor instance of Remedy ITSM, BMC Helix Multi-Cloud Service Management creates a corresponding incident in your Remedy ITSM instance. The trigger conditions that you specify when configuring BMC Helix Multi-Cloud Service Management, define the criteria for incidents to be created in Remedy ITSM.

Before you begin

Complete all preconfiguration tasks before you configure integration with multiple Remedy ITSM instances.

To select the integration option for multiple Remedy ITSM instances

  1. Launch BMC Helix Platform by using the URL provided in the email sent to you from BMC, and log in as an administrator.
  2. From the list of applications, select Workspace > Applications > Multi-Cloud Service Management.
  3. To launch BMC Helix Multi-Cloud Service Management, on the top-right corner of the page, click Visit Deployed Application.

    Tip

    You can access BMC Helix Multi-Cloud Service Management directly by entering the URL https://hostName:portNumber/innovationsuite/index.html#/com.bmc.dsm.mcsm and logging in as a tenant administrator.

  4. To open the configuration page, click Settings.
  5. Select Start Here > Quick Configuration Guide.
    BMC Helix Multi-Cloud Service Management lists the features available to you.

6. For integration with multiple Remedy ITSM instances, select the following features and click Done:

    • Vendor Remedy Incident to Remedy incident under for Ticket Consolidation
    • Remedy Incident to Vendor Remedy Incident under Incident  Brokering

The Configuration Links page displays a list of the common configurations, connectors, flows, and connector targets and processes that you need to configure as described in the next tasks.

To map vendor data between multiple Remedy ITSM instances

Configuring vendor data content includes setting up a vendor organization and defining vendor mappings for the technology provider. The Configuration Links page provides the links to both options. BMC recommends that you set up the vendor organizations before starting the BMC Helix Multi-Cloud Service Management configuration. For more information about adding vendor organizations, see Performing preconfiguration tasks.

Note

When integrating with multiple instances of Remedy ITSM, you need to create a vendor mapping for each instance of Remedy ITSM.

  1. On the Configuration Links page, click Manage Vendor Organizations under Configure Vendor Remedy ITSM to create or modify a vendor organization, if required.

  2. On the Configuration Links page, click Map Vendors under to add or update the vendor mapping.
    Vendor mapping ensures that your vendor is notified about changes to the Remedy ITSM fields. The updates are sent as a comment to the corresponding vendor ticket.
    1. Click  to open the Map New Vendor page.

    2. Enter a Description that makes it easy for you to identify the vendor metadata configuration.

    3. Select the Ticketing Technology Provider as Vendor Remedy ITSM.

    4. For integration with multiple Remedy ITSM instances, in the Instance Name enter a name that BMC Helix Multi-Cloud Service Management can use to identify each Remedy ITSM instance. 

      The recommended format for an instance name is as follows :
      <name>  instance 1 


      Note

      Use the instance name that you provided when configuring the Connector Process Vendor Remedy ITSM process.

    5. Click Save.

To configure connectors for integrating Remedy ITSM and Vendor Remedy ITSM with BMC Helix Multi-Cloud Service Management

For each feature you selected, complete the following procedure for the connectors listed on the Configuration Links page.

  1. To navigate to BMC Helix Integration Service, on the Configuration Links page, click Configure connectors in Integration Studio under Required Common Configurations.
    You must configure the connectors listed for each feature, in addition to the connectors listed under Required Common Configuration.

  2. To enter field values, select a connector, such as Remedy ITSM, and click Configuration.
    You might need to click the arrow on the ribbon in the lower section of the screen to open the Configuration pane.

  3. To update the configuration defaults, enter the appropriate field values by referring to the list of connectors at the end of this procedure.
  4. To add or update the user account that is used to access the vendor application, click Accounts.

List of connectors for integration with Remedy ITSM


 ITSM

  • Configuration
    If you are integrating BMC Helix Multi-Cloud Service Management with an on-premises instance of Remedy ITSM, enter the following values:
FieldValue
Site Select the site that you created for Remedy.
AR serverEnter the name of your on-premises AR System server.
AR server portEnter the port number for your on-premises AR System server.
  • Account
    Add a Remedy ITSM user account that has permissions to view business service requests and permissions to update incidents, change, or problem requests.

Note

If you are integrating with multiple instances of Remedy ITSM, create a configuration for each instance and specify the server details.


 Multi-Cloud

  • Configuration
    While activating BMC Helix Multi-Cloud Service Management, BMC configures the Multi-Cloud connector. Do not modify the default Multi-Cloud connector configuration.
  • Account
    BMC sets up the account for the Multi-Cloud connector.
    Click to re-authenticate after you have changed the password for your tenant administrator user account in BMC Helix Innovation Studio.
    For information about changing the user password, see Creating or modifying Person data .


 SMTP Email

  • Configuration
    To send email notifications for errors, specify values for the following fields:
FieldValue
NameEnter a name for the connector configuration.
SiteSelect the appropriate site for your email server.
Connection typeSelect the type of connection for your email server.
  • Account
    Add an email account to be used for sending error notifications.

To configure flow triggers and field mappings between Remedy ITSM, BMC Helix Multi-Cloud Service Management, and Vendor Remedy ITSM

For each feature you selected, complete this procedure for the flows listed on the Configuration Links page.

  1. To navigate to BMC Helix Integration Service, on the Configuration Links page, click Configure flows in Integration Studio under Required Common Configurations.

    You need to configure the flows listed for each feature, in addition to the flows listed under Required Common Configuration.

  2. To open the flow template page, on the Catalog tab in Integration Studio, click the flow you want to configure.

  3. To create a copy of the flow template, click .


  4. Select the appropriate accounts for the end-point connectors of the selected flow.
    You specify the connector accounts when configuring connectors.
  5. To update the name of the flow that you have copied from the flow template, select My Flow, open the flow that you copied, and update the title.
  6. Specify the trigger Conditions and Field mapping, and click OK.
    For more information about trigger conditions and field mappings, see the list of flows at the end of this procedure.

  7. Click My Flows and select the flow that you created from the flow template.
  8. To verify the target values for the trigger conditions and the field mappings, in the right pane, click Details.

List of flows for integration with Remedy ITSM


 Create Brokered Incident

  • Trigger
    Specify the name of the Remedy business service for incident brokering in the Service field. Incidents will not be brokered as expected if you do not specify the Service.

Note

The business service is the Technology Provider value that you specified when you configured the vendor data.

  • Field Mapping

    Do not change the following out-of-the-box field mappings.

    FieldValue
    CompanyCompany
    ServiceService
    incidentNumberIncident Number

    Note

    You can change the following out-of-the-box field mappings:

    • Summary
    • Priority

    However, BMC recommends that you retain the existing mappings. If you change the Priority field mapping, you need to set the transformations for source and target field values in the flow.


 Create Incident from Vendor ITSM
  • Trigger
    Retain the values that are available out-of-the-box.
  • Field Mapping
    Retain the values that are available out-of-the-box.


 Sync Vendor ITSM Incident
  • Trigger
    Retain the values that are available out-of-the-box.
  • Field Mapping
    Retain the values that are available out-of-the-box.


 Sync Vendor ITSM incident worklog
  • Trigger
    Retain the values that are available out-of-the-box.
  • Field Mapping
    Retain the values that are available out-of-the-box.


 Sync Vendor ITSM Incident Worklog with Author

Note

This flow is available for Remedy ITSM version 9.1.06 or later

  • Trigger
    Retain the values that are available out-of-the-box.
  • Field Mapping
    Retain the values that are available out-of-the-box.


 Create Incident Activity Note

  • Trigger

    FieldValue
    Shared with VendorTrue
  • Field Mapping

    Do not change the following out-of-the-box field mappings.

    FieldValue
    post_typecomment#vendor
    ticketNumberIncident Number
    Attachment Object 1.nameAttachment 1 filename
    Attachment Object 1.contentAttachment 1
    Attachment Object 2.nameAttachment 2 filename
    Attachment Object 2.contentAttachment 2
    Attachment Object 3.nameAttachment 3 filename
    Attachment Object 3.contentAttachment 3

    Note

    You can change the following out-of-the-box field mapping:

    • text: Notes

    However, BMC recommends that you retain the existing mapping.


 Create Incident Activity Note with Author (Remedy 9.1.06 or later)

  • Trigger

    FieldValue
    Shared with VendorTrue
  • Field Mapping

    Do not change the following out-of-the-box field mappings.

    FieldValue
    post_typecomment#vendor
    ticketNumberIncident Number
    AuthorFull name
    Attachment Object 1.nameAttachment 1 filename
    Attachment Object 1.contentAttachment 1
    Attachment Object 2.nameAttachment 2 filename
    Attachment Object 2.contentAttachment 2
    Attachment Object 3.nameAttachment 3 filename
    Attachment Object 3.contentAttachment 3

    Note

    You can change the following out-of-the-box field mapping:

    • text: Notes

    However, BMC recommends that you retain the existing mapping.

By default, the Create Incident Activity Note flow is used. Instead of the default flow, if you want to use the Create Incident Activity Note with Author flow, you must make changes to the flow.

For more information about using the flow, see Updating flows.


 Resolve Incident

  • Trigger

    FieldValue
    Service

    Specify the name of the Remedy Business Service for incident brokering in the Service field: .

    Note: Business Service is the value that you provide when specifying the Technology Provider while configuring vendor data

    Status

    Set status to one of the following values:

    • Resolved
    • Closed
    • Cancelled
  • Field Mapping

    Do not change the following out-of-the-box field mappings.

    FieldValue
    Status
    Status
    incidentNumber
    Incident Number


 Send Error Notification

  • Trigger

    FieldValue
    Flow Target Multi-Cloud
  • Field Mapping

    FieldValue
    To
    Enter the email account that will receive the error notification.
    Subject
    Flow Title
    From
    Note:
    The value of this field is set to Integration Service.
    NA

    Note

    You can change the following out-of-the-box field mappings:

    • Subject
    • From

    However, BMC recommends that you retain the existing mappings.

To define connector targets for integration between multiple Remedy ITSM instances

BMC preconfigures the out-of-the-box connector targets for all BMC Helix Multi-Cloud Service Management features. If you want to update the connector configuration or account information, update the connector target for the feature.

Warning

Do not delete the out-of-the-box Connector Targets.

  1. To navigate to BMC Helix Platform, in the Configuration Links page, click Configure Connector Targets in Innovation Studio under Required Common Configurations.
    You need to configure the connector targets listed for each feature on the Configuration Links page, in addition to the ones listed under Required Common Configuration.
  2. Click the connector target you want to configure or click to configure a new connector target.
  3. Enter or update the following values and save the configuration.

    FieldInstructions
    NameEnter a unique name for the configuration. The name is associated with the process that is related to the connector you are configuring.
    Connector Type

    Select the connector type from the list of connectors available to you in BMC Helix Integration Service.

    Configuration

    Select a configuration from the list.

    For example, if you select qradar as the Connector Type, all the configurations that you have made for qradar are displayed in the Configuration list.

    ProfileSelect a profile. For example, if you select qradar as the Connector Type, all the profiles that you have created for qradar are displayed in the Configuration list.

To copy connector processes for integration between multiple Remedy ITSM instances

When you are integrating with multiple instances of Remedy ITSM, for each instance you should have created a vendor mapping to include the instance name of the ticketing technology provider. You must also define a connector process for each instance of Remedy ITSM.

After the first instance of Remedy ITSM is configured, you must create a copy of the Connector Process Vendor Remedy ITSM  process for each instance and name them Connector Process  Vendor Remedy ITSM  for <instance name>

  1. On the Configuration Links page, click Copy processes in Innovation Studio to navigate to BMC Helix Platform for the process configuration.

    Note

    The Copy processes in Innovation Studio option is displayed if you have created a vendor mapping for each instance of the ticketing technology provider and provided the instance name.

  2. For each process listed on the Configuration Links page, select it from the Processes list and click Copy.

    A copy of the process is created, and all the connectors and components of the selected process are displayed.



  3. Enter the name suggested on the Configuration Links page in Name field of the General tab.

  4. Click Save.

After you create a copy of the process, contact BMC Support to configure the processes you have created. After saving your updates, complete this procedure for all the Connector Targets listed on the Configuration Links page.


Note

Make a note of the instance name and use the same name for your Remedy ITSM instance when configuring vendor data.

List of connector targets for integration with Remedy ITSM

 Connector Process Remedy ITSM

For the MCSM Remedy ITSM connector target, define the connection configuration and profile required by the connector process.


 MCSM Vendor Remedy ITSM

For the vendor Remedy ITSM, define the connection configuration and profile required by the connector process.

To update vendor mapping data

  1. Click  Settings  and navigate to  Configure Vendors > Map Vendors  to complete the field mapping.
  2. Open the vendor mappings you have created while setting up this integration.
  3. Click .
    BMC Helix Multi-Cloud Service Management displays the default Instance URL, Vendor Field Mapping, and Display Field Mapping.
  4. Update the Instance URL with the Remedy instance server name and the port number for the Remedy ITSM instance that you are mapping. This URL represents the URL for connecting with your Remedy ITSM instance.
  5. Click  { }  to open the JSON editor, and modify Vendor Field Mapping and Display Field Mapping to add or delete values.

    • Vendor Field Mapping defines how BMC Helix Multi-Cloud Service Management maps Remedy ITSM fields to vendor ticket fields.

    • Display Field Mapping defines how vendor ticket fields map to the fields on the Remedy with Smart IT console.

Your vendor is notified about changes to the Remedy ITSM fields only if they are mapped. Remedy ITSM field updates are sent as a comment to the corresponding vendor ticket.

When you complete the configuration for all the components, verify that the incidents are being brokered between the configured Remedy ITSM instances.

Related topic

Configuring BMC Helix Multi-Cloud Service Management



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