Creating BMC Helix ITSM incidents from Nexthink alerts via BMC Helix iPaaS, powered by Jitterbit

BMC Helix iPaaS, powered by Jitterbit provides a prebuilt integration template that enables you to create BMC Helix ITSM incidents from Nexthink alerts. With this integration, agents are notified about the issues in your infrastructure and can work on resolving them.

To use the integration template with the values defined out of the box, update the project variables with details of your systems and deploy the integration template. 

To learn about the different components of a template, see Jitterbit Integration Studio.

This integration provides the following capabilities:

Nexthink to BMC Helix ITSM data flows

The following image gives an overview of the data flow for creating a BMC Helix ITSM incident from a Nexthink alert:

Before you begin

You require the following items to successfully set up and use this integration: 

Nexthink payload structure

The Nexthink integration supports the following fixed payload format.

{
    "values": {
        "Login_ID": "bmcatom",
        "Description": "This is a test ticket.",
        "Detailed_Decription": "detailed description of my nexthink issue",
        "TemplateID": "IDGEMHA3JZ6T7ASVWGJ9SVWGJ9AE0F",
        "HPD_CI": "CLM-PUN-025067",
        "z1D_Action": "CREATE"
    }
}

The values are described in the following table:
  

Task 1: To download and import the integration template project file

1. Download the Sync Nexthink template file.
   This file contains the BMC Helix iPaaS Integration Studio project Sync Nexthink Alert With ITSM Incidents.

   Note

   Your ability to access product pages on the EPD website is determined by the license your company purchased.

2. Log in to BMC Helix iPaaS and navigate to Integration Studio.
3. Select your organization.
4. On the projects page, click Import.

5. Click Browse and then select the Sync Nexthink Alert With ITSM Incidents.json file you downloaded.

   The Project Name and Organization fields are automatically populated. The default project name is displayed. You can change the project name.

6. From the Environment list, select the environment to which you want to import this integration template, and click Import.
   The project opens after the integration template is imported. 
7. To open the project file at a later time, select the environment where the integration templates are available, select the project name, and click View/Edit.

Task 2: To update the project variables for the integration template

1. Next to the project name, click the ellipsis ... and select Project Variables.
   
2. Update the project variables as described in the following tables:

   • BMC Helix iPaaS project variables:

     Project variable	Action
     BHIP_API_Name	Enter the API Name to use with the BMC Helix ITSM incident from a Nexthink alert workflow.
     BHIP_API_User_Roles	Enter the BMC Helix iPaaS user roles that must be assigned to the Nexthink API. Enter comma separated values to assign multiple roles; for example, Admin, User.
     BHIP_Host	Enter the BMC Helix iPaaS instance URL where you want to run this project. Important: Make sure you do not enter any leading and trailing spaces.
     BHIP_User_Name	Enter the user name for the BMC Helix iPaaS instance.
     BHIP_User_Password	Enter the password for the BMC Helix iPaaS instance.

       

   • The following variables are inputs from BMC Helix ITSM. Either enter values for these variables or map appropriate Nexthink fields if the data is available:

     Project variable	Action
     ITSM_Rest_URL	Enter the URL of the ITSM REST API; for example, https://dsm-restapi.onbmc.com.****************
     ITSM_User_Name	Enter the ITSM user name.
     ITSM_User_Password	Enter the ITSM user password.

Task 4: To deploy and enable the integration

Deployment is a one-time activity that initializes the integration configurations. The UI displays a message for the deployment status.

To deploy the project and then enable the integration:

1. To deploy the project, next to the project name, click the ellipsis ..., and select Deploy Project.
2. To enable the integration, next to the Enable Integrations workflow, click the ellipsis ... for the Enable Integration operation, and select Run. 

The following image shows the steps to deploy the project and enable it by running the operation:

After you enable the integration, when an alert is generated in Nexthink, a corresponding incident is created in BMC Helix ITSM.