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 Open link in the BMC Helix Remedyforce documentation.

For example, a customer wants to use Remedy ITSM as a single tool for ticket management. However, the customer has a large number of tickets in Remedyforce because the company uses multiple applicaitons 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

Launch BMC Helix Platform by using the URL provided in the email sent to you from BMC, and log in as an administrator.
From the list of applications, select Workspace > Applications > Multi-Cloud Service Management.
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.
To open the configuration page, click Settings.
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 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.

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 .
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.
On the Map Vendors screen, click to open the Map New Vendor page.
Enter a Description that makes it easy for you to identify the vendor metadata configuration.
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.
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 .
Click Add Mapping.
BMC Helix Multi-Cloud Service Management displays the default Instance URL, and Display Field Mapping.
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.
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.
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.

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.
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.
To update the configuration defaults, enter the appropriate field values by referring to the list of connectors at the end of this procedure.
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:
Field Value
Site Select the site that you created for Remedy.
AR server Enter the name of your on-premises AR System server.
AR server port Enter 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:
Field Value
Name Enter a name for the connector configuration.
Site Select the appropriate site for your email server.
Connection type Select 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:

Field	Value
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
Type	Use 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.

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.
To open the flow template page, on the Catalog tab in Integration Studio, click the flow you want to configure.
To create a copy of the flow template, click .
Select the appropriate accounts for the end-point connectors of the selected flow.
You specify the connector accounts when configuring connectors.
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.
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.
Click My Flows and select the flow that you created from the flow template.
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
Field Value
Flow Target Multi-Cloud

Field Mapping
Field Value
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
Field Value
External Ticket Ref# not matches-INC
Type equals-Incident

Field Mapping

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

Field	Value
Summary	Category
Priority	Priority
Description	Description
Status	Status
Urgency	Urgency
Impact	Impact
Incident Type	User Service Restoration
Reported Source	Other
Vendor Ticket Id	Incident #
Vendor Ticket Properties	Retain the out-of-the-box mapping
Webhook Condition Parameter	Remedy

Notes

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.
The Priority value of a Remedy ITSM incident is automatically calculated depending upon the values of 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
Field Value
Is New is false
External Ticket Ref# contains INC

Field Mapping
The following values are mapped out-of-the-box:
Field Value
Status Status
Vendor Ticket Id Incident #
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
Field Value
Action equals Notes
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:
Field Value
text Note
post_type comment#remedy
Author Staff
vendorTicketId Incident #
commentId Record ID
Notes

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

Field	Value
Condition is	Retain the webhook condition
Record Event equals	update
is New	is false
Remedy Incident Number	is not empty
Source ID starts with	Select Remedyforce when using this flow from the catalog

Field Mapping
Flow target 1 - Multi-Cloud connector
Field Value
Vendor Remedyforce
Parent Ticket Id source ID
Flow target 2 - Remedyforce connector
Field Value
Incident # Vendor Ticket Id
External Ticket Ref# Remedy Incident Number

Multi-Cloud Worklog to Remedyforce Incident notes

Trigger
Field Value
Condition is Retain the webhook condition

Field Mapping
The following values are mapped out-of-the-box:
Field Value
Action Notes
Incident # associatedGUID
Note Remedy user, Author, added a work note: CommentText

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

Trigger
Field Value
Shared With Vendor equals True

Field Mapping

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

Field	Value
text	Notes
post_type	comment#vendor
ticketNumber	Incident Number
Attachment Object 1 > name	Attachment 1 filename
Attachment Object 1 > contents	Attachment 1
Author	Full Name
Webhook Condition Parameter	Broker 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.

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.
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.
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.
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.