Ticket consolidation

When organizations utilize services from multiple vendors, tracking incidents across multiple ticket management systems can be a challenge. BMC Helix Multi-Cloud Service Management facilitates the consolidation of vendor tickets into Remedy IT Service Management (ITSM) and BMC Helix IT Service Management (ITSM).

When an incident is created in the vendor's ticketing system, BMC Helix Multi-Cloud Service Management creates a corresponding ticket in Remedy ITSM. Notes and the status of the incident as well as the vendor application ticket remain updated in both applications. The Smart IT console displays the vendor ticket ID as a link that opens the ticket in the vendor ticket management system.

BMC Helix Multi-Cloud Service Management provides the ticket consolidation feature for the following vendor applications:

Salesforce Service Cloud
Jira Service Desk
Multiple Remedy ITSM instances
Remedyforce

Configuring BMC Helix Multi-Cloud Service Management for ticket consolidation, enables:

Automatic creation of an incident in Remedy ITSM when a ticket is created in Salesforce Service Cloud or Jira Service Desk.
Notifications for status updates so that changes in the status of an incident are synchronized between Remedy ITSM and the vendor application.
Updates to incident notes in the Remedy ITSM incident as well as in the vendor ticket.

Using BMC Helix Multi-Cloud Service Management without Smart IT

You can integrate BMC Helix Multi-Cloud Service Management with vendor ticketing systems without using Smart IT. Instead of the Smart IT console, you can use Remedy Mid-Tier to view incidents. When working without Smart IT, you cannot view the vendor ticket details. However, you can view the work logs to verify that tickets are being brokered. When working without Smart IT, BMC Helix Multi-Cloud Service Management supports all available features except the sending of an activity note from Remedy ITSM to the vendor application ticket.

Ticket consolidation with BMC Helix Multi-Cloud Service Management

BMC Helix Multi-Cloud Service Management uses connectors, flows, and processes to create vendor (AWS/Salesforce) tickets.

Vendor Ticketing system to Remedy ITSM

Connector: A connector is an integration (connection point) with a BMC application or a third-party application. Connectors are configured in BMC Helix Integration Service.

Flow: A flow is a connection between two connectors that enables you to accomplish a certain task. A triggering event in the source application causes an action to take place in the target application. Flows are configured in BMC Helix Integration Service.

Process: A process uses rules and actions to implement the business logic for a given business use case. Processes are configured in BMC Helix Platform.

The out-of-the-box configuration requires minimal changes for most scenarios. As an administrator, you can customize the configuration based on your organization's requirements.

How incidents are consolidated into Remedy ITSM

A Remedy ITSM incident is created when a Salesforce Service Cloud case is created with the status as escalated or Jira Service Desk case is created.

The following diagram illustrates how BMC Helix Multi-Cloud Service Management uses connectors, flows, and processes when a vendor ticket is created:

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

When a service desk agent adds a comment to the Remedy ITSM incident in Smart IT and clicks Share with vendor, 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 mentioning 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 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 Canceled, Closed, or Resolved, the corresponding vendor ticket is Closed.
When a service desk agent adds an attachment to an activity note in Remedy ITSM, BMC Helix Multi-Cloud Service Management adds the attachment to the case in Service Cloud. The text from the activity note is added to Case Comment. Similarly, when an attachment is added to a case in Service Cloud, BMC Helix Multi-Cloud Service Management creates an activity note and adds the attachment to the corresponding incident in Remedy ITSM.
Note

There is no limitation for sharing attachments between Smart IT and Salesforce Service Cloud for any supported version of Smart IT. However, the attachment shows in the activity feed in Smart IT only in version 1808. The BMC Remedy Mid Tier can be used to view the attachments for any supported version.

Activity notes display the vendor ticket numbers and the author of the note.

Following are formats of the activity notes added:

From a vendor to Remedy ITSM

Note added from <vendor> ticket <vendor ticket id as URL> by <vendor user first last names>

From Remedy ITSM to vendor

Remedy user <remedy user first last name>, added a work note:

<work note text>

Where to go from here

To configure incident brokering, see Configuring BMC Helix Multi-Cloud Service Management.