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 Remedyforce

BMC Helix Remedyforce is a cloud-enabled IT Service Management solution that delivers service desk, self-service, and inventory management capabilities. The solution is hosted on the Software as a Service (SaaS) Force.com platform from Salesforce. 

As a BMC Helix Multi-Cloud Service Management tenant administrator, you can integrate BMC Helix Multi-Cloud Service Management with BMC Helix Remedyforce and manage tickets across multiple service desk applications and teams more effectively. For more information about ticket consolidation, see Ticket consolidation. For information about creating incidents in Remedyforce, see Incident management.

Example: A customer wants to use Remedy ITSM as a single tool for ticket management. However, the customer has a lot of tickets in Remedyforce too as the company has been using multiple applications for ticket management. The customer can enable the prebuilt integration with Remedyforce by using the out-of-the-box connectors, flows, and connector targets, and consolidate all the tickets in Remedy ITSM.

Before you begin

Complete all preconfiguration tasks before you enable the integration.

To select the integration option for Remedyforce

  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. Under Ticket Consolidation, select Remedyforce to Remedy Incident, and click Done.

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 Remedyforce vendor data to Remedy ITSM or Remedy with Smart IT

Configuring vendor data includes setting up a vendor organization and defining vendor mappings for the technology provider. If you are integrating with multiple instances of Remedyforce, you must create a vendor mapping for each instance of Remedyforce.

Note

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.

  1. If required, to monitor cloud services created in the Remedy ITSM, create or modify a vendor organization, in the Configuration Links page by clicking  Manage Vendor Organizations  under Configure Remedyforce .

  2. To add or update the vendor mapping, on the Configuration Links page, click Map Vendors  under  Configure Remedyforce .

    Note

    For multiple instances of Remedyforce, you need to add a vendor mapping for each instance of Remedyforce.

  3. On the  Map Vendors  screen, click   to open the Map New Vendor page.

  4. Enter a Description that makes it easy for you to identify the vendor metadata configuration.
  5. Select the Ticketing Technology Provider
    The technology provider is the organization that develops the vendor application. For example, Remedyforce is the Ticketing Technology Provider for Remedyforce.
  6. If you have multiple Remedyforce instances, enter an Instance Name that  BMC Helix Multi-Cloud Service Management can use to identify each Remedyforce instance.

    The recommended format for an instance name is \   instanceName  instance  instanceNumber .

  7. Click Add Mapping.
    BMC Helix Multi-Cloud Service Management displays the default Instance URL, and Display Field Mapping.
  8. Update the Instance URL with the server name and the port number for the Remedyforce instance that you are mapping.
    The instance URL represents the URL for connecting with your Remedyforce server.
  9. To add or delete mapped values, click  { }  to open the JSON editor, and modify the Display Field Mapping 

    Display field mapping defines how vendor application ticket fields are displayed on the Smart IT console.

  10. If you do not want the incident to be automatically resolved when the corresponding vendor application ticket is resolved, select for Resolve Incident Ticket When Vendor Closes it. By default, the ticket is resolved when the corresponding ticket is closed in the vendor application.

To configure connectors for integrating Remedy ITSM and Remedyforce 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 Remedyforce


 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.


 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.


 Remedyforce
  • Configuration
    • If you are integrating with an on-premises instance of Remedy ITSM, enter values for the following fields:

      FieldValue
      Name Enter a name for the connector configuration
      Description Enter a description for the connector configuration
      Site Select the site required to establish a connection between the Remedyforce application and Integration Service. You can either use the default cloud site or create your own site.
      Number of instances

      Use the default value

      TypeUse the default value
    • If you need to integrate with multiple instances of Remedyforce, add a Connector Configuration for each instance.
  • Account
    • Add the account of a Remedyforce user who can view and update Remedyforce tickets.
    • If you need to integrate with multiple Remedyforce instances, add an account for each of the Remedyforce instances.

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

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 Remedyforce


 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.


 Create Incident from Remedyforce
  • Trigger

    FieldValue
    External Ticket Ref#not matches-INC
    Typeequals-Incident
  • Field Mapping

    The following values are mapped out-of-the-box:

    FieldValue
    SummaryCategory
    PriorityPriority
    DescriptionDescription
    StatusStatus
    UrgencyUrgency
    ImpactImpact
    Incident TypeUser Service Restoration
    Reported SourceOther
    Vendor Ticket IdIncident #
    Vendor Ticket PropertiesRetain the out-of-the-box mapping
    Webhook Condition ParameterRemedy

    Note

    In addition to the above out-of-the-box mappings, when creating this flow from the catalog, you must enter Company, Customer First Name, Customer Last Name and Vendor field values.

    Note that the priority value of a Remedy ITSM incident is automatically calculated based on the Impact and Urgency values in Remedy ITSM. When you broker a ticket from Remedyforce to Remedy ITSM, the priority of the brokered ticket in Remedy ITSM might not be the same as was specified in the flow mapping. For instance, when you broker an incident from Remedyforce to Remedy ITSM with priority 4, the incident that is created in Remedy ITSM will be of priority medium and not low.


 Sync Remedyforce Incident
  • Trigger

    FieldValue
    Is Newis false
    External Ticket Ref# containsINC
  • Field Mapping

    The following values are mapped out-of-the-box:

    FieldValue
    StatusStatus
    Vendor Ticket IdIncident #
    Vendor Ticket Properties Retain the out-of-the-box mapping

    Note

    In addition to the above out-of-the-box mappings, when creating this flow from the catalog, you must enter Vendor field value.


 Sync Remedyforce Incident Notes
  • Trigger

    FieldValue
    Action equalsNotes
    External Ticket Ref# starts with
    INC
    Note not matches" Remedy user,.*, added a work note: "
  • Field Mapping

    The following values are mapped out-of-the-box:

    FieldValue
    textNote
    post_typecomment#remedy
    AuthorStaff
    vendorTicketId Incident #
    commentId Record ID

    Note

    In addition to the above out-of-the-box mappings, when creating this flow from the catalog, you must enter Vendor field value.


 Tag Remedyforce Incident with Remedy Incident Number
  • Trigger

    FieldValue
    Condition isRetain the webhook condition
    Record Event equals
    update
    is Newis false
    Remedy Incident Numberis not empty
    Source ID starts withSelect Remedyforce when using this flow from the catalog
  • Field Mapping

    Flow target 1 - Multi-Cloud connector

    FieldValue
    VendorRemedyforce
    Parent Ticket Idsource ID

    Flow target 2 - Remedyforce connector

    FieldValue
    Incident #Vendor Ticket Id
    External Ticket Ref#Remedy Incident Number


 Multi-Cloud Worklog to Remedyforce Incident note
  • Trigger

    FieldValue
    Condition isRetain the webhook condition
  • Field Mapping

    The following values are mapped out-of-the-box:

    FieldValue
    ActionNotes
    Incident #associatedGUID
    NoteRemedy user, Author, added a work note: CommentText


 Create Incident Activity Note with Author (Remedy ITSM 9.1.06 or higher) | Create Incident Activity Note
  • Trigger

    FieldValue
    Shared With Vendor equalsTrue
  • Field Mapping

    The following values are mapped out-of-the-box:

    FieldValue
    textNotes
    post_typecomment#vendor
    ticketNumberIncident Number
    Attachment Object 1 > nameAttachment 1 filename
    Attachment Object 1 > contentsAttachment 1
    AuthorFull Name
    Webhook Condition ParameterBroker Vendor Name

List of connector targets for integration with Remedyforce


 MCSM Remedy ITSM

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

After you complete the configuration for all the components, verify that incidents are being brokered from Remedyforce to Remedy ITSM.

To enable mapping between Remedy ITSM fields and custom fields created in Remedyforce

While integrating with Remedyforce, you can send and receive the value of custom fields created in Remedyforce to a field in Remedy ITSM by specifying the appropriate mapping for the fields. After you create the custom field, you must update the Remedyforce connector, flow, and vendor data configuration.

  1. Create the custom field in Remedyforce.
    1. Log in to Remedyforce and add the custom fields that you need. 
    2. Ensure that the custom fields are available on all the screens and issue types that you want to integrate with.
  2. Synchronize the Remedyforce connector.
    1. Log in to BMC Helix Integration Studio.
    2. Navigate to Catalog and click Connectors.
    3. Select the Remedyforce 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. Select the connector configuration that you want to update for custom fields and click Generate or Re-Generate.
  3. Update the  Sync Remedyforce Incident and  Create Incident from Remedyforce  flow to synchronize the new field. 
    1. Get the internal ID from Remedyforce for your custom fields. 

      1. Run echo -n username:password| base64 
        to generate base64 encoded string for subsequent requests.

      2. Run wget --no-check-certificate --header='X-Requested-With: XMLHttpRequest' --header='Authorization: Basic [base64 encoded username:password]' --output-document applications.json 'https://[host]/api/v1.0/apps/search?lower_case_name=[connector name]'

        This command creates the applications.json file that contains the response from Integration Service. Copy the value from the id field from the json file. You must enter this value in the application Id field in the next command.  Also, find from the list of appConfig your configuration by name, and copy the value from the Id field. You must enter this value in the configuration Id field in next command.

      3. Run wget --no-check-certificate --header='X-Requested-With: XMLHttpRequest' --header='Authorization: Basic [base64 encoded username:password]' --output-document app_triggers.json 'https://[host]/api/v1.0/apps/[application Id]/configs/[configuration Id]/triggers'

        This request creates  app_triggers.json file with available triggers. Each trigger object contains a fields field that is an array of available fields. Copy value from systemName field. Use this value in step f.

      4. Run wget --no-check-certificate --header='X-Requested-With: XMLHttpRequest' --header='Authorization: Basic [base64 encoded username:password]' --output-document app_actions.json 'https://[host]/api/v1.0/apps/[application Id]/configs/[configuration Id]/actions'

        This request creates  app_actions.json  file with available actions. Each action object contains a fields field that is an array of available fields. Copy the value of systemName field. These fields can be used as Vendor field mapping properties.

    2. Log in to BMC Helix Integration Studio.

    3. Navigate to My Flows and select the Sync Remedyforce Incident flow.
    4. On the Details tab, click Field Mapping, and navigate to Vendor Ticket Properties.
    5. Click Add Property for each field that you want to use.
    6. Enter the systemName field and select the field in which the value of the custom field needs to be populated.
    7. Similarly, update the Vendor Ticket Properties for  Create Incident from Remedyforce flow.
  4. To display the custom field, update the Display Mapping in the Vendor Data configuration.

    1. Log in to BMC Helix Multi-Cloud Service Management and click Settings .

    2. Navigate to Configure Vendors > Map Vendors.

    3. Select the Remedyforce metadata, click Edit, and update the field.

    4. Click the JSON icon and edit the Display Field Mapping.

    5. Add new vendor specific values for the custom fields that you need. 

      The configuration enables you to send data from the custom Remedyforce field to the Remedy ITSM field mapped in Vendor Field Mapping.

Related topic

Configuring BMC Helix Multi-Cloud Service Management

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