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.

FAQs and additional resources

This section contains a list of frequently asked questions and common use cases for BMC Helix Multi-Cloud Service Management features.


 How are activity notes and status updated in BMC Helix Multi-Cloud Service Management?

For incident brokering:

  • When a service desk agent adds a comment to the Remedy IT Service Management (ITSM) or BMC Helix IT Service Management (ITSM) incident in Remedy with Smart IT and clicks Share with AWS/Salesforce, the comment is added to the vendor ticket.
  • When a field is updated in Remedy ITSM, BMC Helix Multi-Cloud Service Management updates the corresponding vendor ticket with a comment listing the field name with the new and existing values. BMC Helix Multi-Cloud Service Management adds a comment only for those fields that are mapped when you specify technology provider and field mapping during Vendor data configuration.
  • Any updates to fields in the vendor ticket are reflected in the corresponding Remedy ITSM incident fields. This behavior applies to the fields that are mapped when you specify technology provider and field mapping during Vendor data configuration.
  • A Remedy ITSM incident is marked as resolved when the vendor ticket is closed based on the option you select when you specify technology provider and field mapping during Vendor data configuration. 
  • When a Case Comment is added to a Salesforce Service Cloud ticket, Smart IT displays the comment as an activity note for the corresponding incident.
  • Status changes to a vendor ticket are reflected as an activity note on the Remedy ITSM incident.
  • When a Remedy ITSM incident is CancelledClosed, or Resolved, the corresponding vendor ticket is Closed.

For DevOps integration:

  • When a service desk agent adds a comment to the Remedy ITSM change request or incident (in Smart IT) and clicks Share with Jira/CA Agile Central, the comment is added to the Jira/CA Agile Central issue.
  • When a developer adds a comment to a Jira issue or user story, the comment is added to the corresponding Remedy ITSM change request or incident if the Viewable to all users option is selected in Jira.
  • Any updates to fields in the vendor ticket are reflected in the corresponding Remedy ITSM incident fields.
  • Status changes to a vendor ticket are reflected as an activity note on the Remedy ITSM incident or change request.

For more information, see the appropriate feature configuration at Configuring BMC Helix Multi-Cloud Service Management.


 What is the main difference between My Service Broker and BMC Helix Multi-Cloud Service Management?

The scope of My IT Service Broker, which is now a part of BMC Digital Workplace (Advanced) is limited to brokering service requests whereas BMC Helix Multi-Cloud Service Management is focused at brokering other Remedy ITSM objects like Incident, Change, among others. It is possible that both solutions may share some of the connectors provided with BMC Helix Integration Service, their purpose and solution goals remains completely different.


 How much development effort does it take to create a new connector that is not OOTB?

The time required to create a new connector would depend on the third-party application you are trying to connect to and the capabilities you want to configure.

BMC Helix Multi-Cloud Service Management ships with a couple of OOTB flows for select vendors but there are many other connectors that are available with BMC Helix Integration Service. These connectors could be leveraged to build flows with non-OOTB vendors.

BMC provides a Connector builder that makes connector development easier. Two programming languages are supported to build the connector (broker): javascript and java. The Connector builder will help you to generate the skeleton of the connector codes. After it is generated, you need to implement the business logic to connect to the external application and pull and/or push data to it

Effort would also include getting insight about the external solution's APIs. If the vendor support REST API, it will be much easier.


 We just bought a ticket broker tool from a BMC Partner (VIPCON). The Ticket Broker (BGI) will be used to sync incidents and changes between T-Systems cloud and us. How does BMC Helix Multi-Cloud Service Management add-on differ from the ticket broker (BGI) of VIPCON? Up to now I think the only different is that the BMC Helix Multi-Cloud Service Management add on is a cloud application and BGI is a on premise application. T-Systems use HP Service Manager 9.

Yes, some of our Remedy customers have implemented integration scenarios with different approach, incl. (but not limited to) partner solutions. As our customers move more and more to a multi-provider / multi-cloud approach to IT sourcing and have an increased need to bring DevOps and ITSM solutions closer together, BMC plans to support these uses cases with this OOTB service offering. With a BMC provided solution, we can integrate these use cases better into the user experience. 


 Is the BMC Helix Multi-Cloud Service Management add-on the same as the project name "Panama" launched two years ago?

Panama is now generally available from BMC and is called BMC Helix Multi-Cloud Service Management. You can look at BMC.com and sign-up for free trials of BMC Integration Service. BMC Helix Multi-Cloud Service Management application is built using BMC Helix Multi-Cloud Service Management. If BMC Helix Multi-Cloud Service Management is the Remedy Action Request System platform and BMC Helix Multi-Cloud Service Management is Remedy ITSM. 

Additional resources

The  Developer community  site provides information outside of the BMC Helix Platform documentation that you might find helpful. 

The  Protection against CSRF attack vulnerability  topic provides information about the WhiteHat Sentinel PE security penetration testing and protection against CSRF attack vulnerability.

The following BMC sites provide information outside of the BMC Helix Platform documentation that you might find helpful:

  • BMC Helix Platform Product Support  
  • BMC Helix Platform subscription
  • BMC Helix Platform community
  • BMC Helix Platform Knowledge Base
  • BMC Helix Platform YouTube playlist  
  • BMC Helix Platform marketplace
  • BMC Helix Platform podcasts
  • Documentation for related products:
    • BMC Helix Chatbot
    • BMC Helix Business Workflows
    • BMC Digital Workplace Advanced
    • BMC Remedy Single Sign-On
    • Remedy IT Service Management Suite
Was this page helpful? Yes No Submitting... Thank you

Comments