Configuring settings in BMC Helix ITSM for integrating with change management

Related topics
Setting up and going live

As a tenant administrator, set up a connection with BMC Helix ITSM Change Management to provide the following capabilities in BMC Helix Intelligent Automation:

Automated creation of change requests by using automation policies
Get notifications about approved change requests, which trigger the automation actions in the automation policy

To enable change management capabilities, you create a webhook in BMC Helix ITSM. The webhook definition eliminates the manual effort required to create workflows and removes the need for continuous server polling.

Before you begin

Before integrating with BMC Helix ITSM Change Management, make sure that you have the following information:

Tenant URL, tenant ID, and the access key and secret key of your BMC Helix Intelligent Automation tenant.
For more information, see Setting up access keys for programmatic access.
Permissions to create a webhook in BMC Helix ITSM.
(Optional) The JSON Web Token used to create credentials in BMC Helix ITSM, if it is not enabled on the same tenant where BMC Helix Intelligent Automation is enabled.
For more information, see Access and authentication for the REST API.

To create a webhook

Create a webhook in BMC Helix ITSM.
For more information, see Adding AR System webhook to receive automatic notifications.
In the Event Information panel, provide the following information:
- Form name: CHG:Infrastructure Change
- Events: Select Update
- Qualification:
  '7' !="Closed" AND '2' LIKE "intelligentautomation%"
- Field list: Provide a list of fields requested by an external application in a webhook response:
  - 7, 1000000652, 304412411, 1000000182, 2
- Status: Enabled

In the Callback Information panel, provide the following information: image (19).png

Callback URL: Specify the BMC Helix Intelligent Automation REST API URL. The callback URL is where BMC Helix ITSM sends the webhook response.
Example: https://<tenant_URL>/intelligent-automation/api/v1/itsm/callback.

Authentication type: Select IMS and provide the following details to register a webhook:

Field	Description
Access Key	Specify the access key generated for the tenant where BMC Helix Intelligent Automation is enabled.
Tenant ID	Specify the tenant ID of the BMC Helix Intelligent Automation tenant.
Authentication Base URL	Specify the base authentication URL. For example: "https://bmcitom-adeintqa1-trial.qa.sps.secops.bmc.com"
Authentication Refresh Token Path	A part of the Refresh Token URL, related to the Base URL. For example: "/ims/api/v1/auth/tokens"
Access Secret Key	Access Secret key is generated with the Access Key.
Authentication Token Header Prefix	The authorization header for the token that is obtained. For example, "Bearer"
Authentication Access Token Path	A part of the authentication URL, related to the Base URL. For example, "/ims/api/v1/access_keys/login"

(Optional) To create credentials to connect to BMC Helix ITSM

If BMC Helix ITSM is enabled and accessible on your BMC Helix IT Operations Management platform, then the connection between BMC Helix ITSM and BMC Helix Intelligent Automation is already established. However, if it is not enabled on your platform, create the credentials by using the following API:

POST /api/v1/credentials

Request URL: <BMC Helix ITOM platform tenant URL>/api/v1/credentials

Request Header:

Content-Type: application/json
Authorization: Bearer <JWT_token>

Request Body:

{
    "credential_name": "ITSM_{tenant_id}",
    "credential_provider_id": "ITSM",
    "credential_target_id": "ITSM",
    "credential_type": "ITSM",
    "credential_object": {
        "server_url": "{ITSM URL in a Base-64 encoded format}",
        "username": "{user name in a Base-64 encoded format}",
        "password": "{password in a Base-64 encoded format}”
    }
}

Parameter	Description
credential name	Specify the BMC Helix ITSM tenant ID. For example, ITSM_<tenantID>.
credential provider ID	Specify ITSM.
credential target ID	Specify ITSM.
credential type	Specify ITSM.
credential object	Specify the BMC Helix ITSM tenant URL, user name, and password in a Base-64 encoded format.

Where to go from here

After a webhook is successfully created, automation engineers can see the change management option enabled when creating automation policies. For more information, see Creating automation policies.