Creating HappySignals Experience Management Platform surveys from resolved BMC Helix ITSM tickets by using Jitterbit Harmony

HappySignals Integration with BMC Helix ITSM, powered by Jitterbit Harmony (iPaaS), provides a pre-built integration template to automate the collection of real-time end-user feedback. The integration sends surveys automatically when an Incident or Service Request is 'resolved' or 'closed', enabling organizations to capture valuable user experience data directly within the BMC Helix ITSM environment.

To use the integration template with the default configuration, update the project variables with your system details and deploy the integration. This end-to-end automation eliminates manual intervention and streamlines feedback collection and analysis for improved service delivery.

Use case	BMC Helix ITSM to HappySignals	HappySignals to BMC Helix ITSM
Trigger Survey for 'resolved' or 'closed' Incidents.	Send 'resolved' or 'closed' Incident details from BMC Helix ITSM to HappySignals through BMC Helix iPaaS by using webhooks and the Pre-Response API to create a survey entry.	Not Applicable
Collect end-user feedback	BMC Helix iPaaS sends survey emails to end users by using HappySignals.	Capture user responses submitted through HappySignals surveys and store them in the HappySignals system.
Synchronize survey feedback	Not Applicable	Retrieve user feedback and satisfaction ratings from HappySignals through BMC Helix iPaaS and update the corresponding Incidents in BMC Helix ITSM.

Data flow between BMC Helix ITSM and HappySignals

The following image gives an overview of the data flow for the initial synchronization from BMC Helix ITSM to HappySignals and from HappySignals to BMC Helix iPaaS.

Before you begin

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

Authentication and permissions	Administrator access to the BMC Helix ITSM environment to have access to create workflows A BMC Helix ITSM license A valid HappySignals Software subscription
Jitterbit Harmony subscription	A valid BMC Helix iPaaS subscription

Task 1: To download and import the integration templates file

Download the HappySignals Integration with BMC Helix ITSM file.
This file contains the BMC Helix iPaaS Integration Studio project HappySignals Integration with BMC Helix ITSM.
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Your ability to access product pages on the EPD website is determined by the license your company purchased.
As a developer, log in to BMC Helix iPaaS and navigate to the Integration Studio > Projects.
On the Projects page, click Import.
Click Browse and then select the HappySignals Integration with BMC Helix ITSM file you downloaded.
The Project Name and Organization are automatically populated depending on the values defined.
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.
To open the project file at a later time, select the environment where the integration templates are available, select the HappySignals Integration with BMC Helix ITSM project, and click View/Edit.

Task 2: To update the project variables for the integration

Next to the Environment name, click the ellipsis ... and select Project Variables.

Update the required project variables.
You must update the following project variables:

Access points and authentication details for BMC Helix ITSM, HappySignals, and BMC Helix iPaaS applications.

Project variable	Action
BMC Helix ITSM
BHIP_API_Name	The name of the API that will be created in BHIP. This API receives MCB webhook requests.
BHIP_API_User_Roles	The user roles that should have access to the API. Multiple values can be specified by joining them with a comma.
BHIP_Host	The URL of the BHIP instance in the format [http/https]://hostName:Port. Information Make sure that no leading and trailing spaces are appended in the URL.
BHIP_ITSM_API_Profile_User_Name	The user name to be used when creating a BMC Helix ITSM API Profile of type BASIC.
BHIP_ITSM_API_Profile_User_Password	The password to be used when creating a BMC Helix ITSM API Profile of type BASIC.
BHIP_User_Name	The user name of the BHIP user.
BHIP_User_Password	The password of the BHIP user.
Email_Button_Colour	The hash code of the color that will be applied to survey buttons in the email.
Email_From	The email ID from which the survey email will be sent.
Enable_BMC_Helix_To_HappySignals_Integration	Enable BMC Helix Ticket propagation to the HappySignals Change. Valid values are true/false.
HappySignals_API_KEY	The API key used to authenticate requests to HappySignals.
HappySignals_Password	The password used to authenticate requests to HappySignals.
HappySignals_Secret	The secret key used for authentication with HappySignals.
HappySignals_URL	The URL of the HappySignals host for integration.
HappySignals_Username	The user name used to authenticate with HappySignals.
ITSM_Host	The URL of the BMC Helix ITSM REST API instance in the format [http/https]://hostName:Port. Information Ensure that no leading and trailing spaces are appended in the URL.
ITSM_User_Name	The user name of the BMC Helix ITSM/MCB user.
ITSM_User_Password	The password of the BMC Helix ITSM/MCB user.
ITSM_Webhook_Qualification	This filter qualification is applied in the BMC Helix ITSM webhook to propagate qualified tickets to HappySignals. Leaving this field blank syncs all tickets to HappySignals.
SMTP_Host	The address of the email server used to send survey emails to users after a ticket is registered in HappySignals.