Synchronizing ServiceNow problem records with BMC Helix ITSM problem records by using Jitterbit Harmony


BMC Helix iPaaS, powered by Jitterbit provides a pre-built integration template to bidirectionally synchronize ServiceNow problem records with BMC Helix ITSM problem records. To use the integration template with the values defined out of the box, you update the project variables with details of your systems and deploy the integration template. 

The template provides the following capabilities: 

Use case

BMC Helix ITSM to ServiceNow

ServiceNow to BMC Helix ITSM

Create problems

Creates a ServiceNow problem record from a new BMC Helix ITSM problem record

Creates a BMC Helix ITSM problem record from a new ServiceNow problem record

Update problems

Updates a ServiceNow problem record from an updated BMC Helix ITSM problem record

Updates a BMC Helix ITSM problem record from an updated ServiceNow problem record

Synchronize activity notes
or attachments 

Synchronizes an activity note or an attachment from a BMC Helix ITSM problem record with a ServiceNow problem record

Synchronizes an activity note or an attachment from a ServiceNow problem record with a BMC Helix ITSM problem record

Synchronize statuses

Synchronizes the status of a BMC Helix ITSM problem record with a ServiceNow problem record

Synchronize the status of a ServiceNow problem record with a BMC Helix ITSM problem record

BMC Helix ITSM to ServiceNow data flows

The following image gives an overview of the data flow for creating a ServiceNow problem record from a BMC Helix ITSM problem record:

221_ITSM_ServiceNow_CreateProblem.png

The following image gives an overview of the data flow for updating a ServiceNow problem record from a BMC Helix ITSM problem record:

221_ITSM_ServiceNow_UpdateProblem.png

ServiceNow to BMC Helix ITSM data flows

The following image gives an overview of the data flow for creating a BMC Helix ITSM problem record from a ServiceNow problem record:

221_ITSM_ServiceNow_CreateProblemSN.png

The following image gives an overview of the data flow for updating a BMC Helix ITSM problem record from a ServiceNow problem record:

221_ITSM_ServiceNow_UpdateProblemSN.png

Before you begin

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

Required versions

  • Service Now Paris version or later
  • BMC Helix ITSM version 22.1 or later

Authentication and permissions

  • BMC Helix ITSM
    • Administrator access to BMC Helix ITSM

Jitterbit Harmony subscription

A valid BMC Helix iPaaS subscription

Application registration

Generate client ID and secret for BMC Helix iPaaS to register your BMC Helix iPaaS instance with ServiceNow. To do this, you must create an OAUTH API endpoint in ServiceNow, and then add the client ID and secret in the client_id and client_secret project variables defined in the project.
For more information about generating an OAUTH endpoint, see the ServiceNow documentation to create an endpoint for clients to access the instance.

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

  1. Download the Sync ServiceNow Problem with BMC Helix ITSM Update 2023-01-03file.
    This file contains the BMC Helix iPaaS Integration Studio project Sync ServiceNow Problem with BMC Helix ITSM.

    Important

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

  2. As a developer, log in to BMC Helix iPaaS and navigate to the Integration Studio.
  3. On the projects page, click Import.
  4. To navigate to and select the Sync ServiceNow Problem with BMC Helix ITSM Update 2023-01-03 file you downloaded, click Browse.
    The Project Name and Organization fields are automatically populated depending on the values defined. 
  5. From the Environment list, select the environment to which you want to import this integration template, and then click Import.
    The project opens after the integration template is imported. 
  6. (Optional) To open the project file at a later time, select the environment where the integration templates are available, and then select the Sync ServiceNow Problem with BMC Helix ITSM project.

Task 2: To assign roles and ACL permissions to your ServiceNow user

  1. Log in to your ServiceNow instance as an Administrator.
  2. To create a new custom role, and add the roles required by the ServiceNow user defined in the servicenow_user project variable for the integration, perform the following steps:
    1. Click All and select System Security > Users and Roles > Roles.
    2. To create a new role, click New.
    3. Enter a name and description for the role, and click Submit.
    4. To open the roles record, on the Roles page, double-click the name of the role you created.
    5. To add the required roles, on the Contains Roles tab, click Edit..
    6. Select the role to add from the Collection list, and click >.
      Add the following roles:
      • itil
      • personalize_dictionary
      • business_rule_admin
      • script_include_admin
    7. Click Save.
      The selected roles are displayed on the Contains Roles tab.
    8. Click Update.
  3. Click the user profile icon and select Elevate Role to get the privileged role to be able to add ACL permissions for users.
  4. When prompted, select security_admin from the list of Available Roles and click Update

    Important

    The  security_admin  elevated role ends when the session times out or when you log out of your ServiceNow instance.

  5. Click All and select System Security > Access Control (ACL).

    Required access permissions
    The following table lists the values required when you configure the access control settings. 

    Type

    Operation

    Name

    For creating and updating incidents and creating comments

    record

    Read

    Table [sys_db_object]

    None

    record

    Read

    Field class [sys_glide_object]

    None

    record

    Read

    Dictionary Entry [sys_dictionary]

    *

    For creating the webhook required for the integration template

    record

    Read

    System Property [sys_properties]

    None

    record

    Write

    System Property [sys_properties]

    None

    record

    Execute

    System Property [sys_properties]

    None

    record

    Create

    System Property [sys_properties]

    None

  6. To add access control list rules, complete the following steps for each rule listed in the Required access permissions table:
    1. On the Access Controls page, click New.
    2. Configure the following settings for the new record:
      • Type—Select record from the list.
      • Operation—Select a value.
      • Name—Select a value and the fields for that value.
      • Requires role—Under Role, double-click Insert a new row, enter the value for role you created in Step 2 and click Save( icon_SNOW_save.png).
    3. Click Submit.
    4. Click Save.

Task 3: To update the project variables for the integration template

  1. Next to the Environment name, click the ellipsis ... and select Project Variables.
  2. Update the following project variables:
    • Access points and authentication details for ServiceNow, BMC Helix ITSM, and BMC Helix iPaaS applications

      Project variable

      Action

      BMC Helix ITSM

      ITSM_Endpoint

      Enter the BMC Helix ITSM host URL.

      ITSM_User

      Enter the user ID to access BMC Helix ITSM

      ITSM_Password

      Enter the password of the user to access BMC Helix ITSM

      ITSM_Company

      Enter the name of a valid BMC Helix ITSM company for which the problem must be created; for example, Calbro Services.

      ITSM_Problem_URL

      Enter the REST API URL of the BMC Helix ITSM instance. The integration uses this URL to construct the Problem URL. The ServiceNow field defined in the Source_Reference_Field1 project variable stores this URL.Important: If both ITSM_Problem_URL and ITSM_Midtier_URL are provided, the ITSM_Problem_URL is given preference.

      ITSM_Midtier_URL

      Enter the REST API URL for Mid Tier.Important: Provide the Mid Tier URL if you have not implemented BMC Helix ITSM. 

      ITSM_Service_Type

      Enter a valid BMC Helix ITSM Service Type.

      The default value for this variable is User Service Restoration.

      Valid values are:

      • User Service Restoration
      • User Service Request
      • Infrastructure Restoration
      • Infrastructure Event
      • Security Problem

      ITSM_Webhook_Name

      Enter the name of the webhook created in the BMC Helix ITSM instance.

      By default, set to BHIP_Webhook.

      ServiceNow

      ServiceNow_Endpoint

      Enter the URL of the ServiceNow instance.

      ServiceNow_User

      Enter the user ID to access ServiceNow.

      ServiceNow_Password

      Enter the password of the user to access ServiceNow.

      ServiceNow_Client_Id

      Enter the OAUTH API endpoint ID generated in ServiceNow.

      ServiceNow_Client_Secret

      Enter the OAUTH API endpoint client secret generated in ServiceNow.

      ServiceNow_Reference_Field1

      Enter the name of a valid ServiceNow field to store the URL of the ITSM problem.

      We recommend that you set this value to correlation_display.

      Important: If you have provided the Target_Midtier_URL value, the allowed field length of the ServiceNow field must be 300 characters or more for the complete URL to be stored in the field. If you choose to select the correlation_display value, you need to manually update the field size to 300 characters.

      ServiceNow_Reference_Field2

      Enter the name of a valid ServiceNow field to populate the corresponding ITSM problem number.

      We recommend that you set this value to correlation_id.

      BMC Helix iPaaS

      BHIP_Url

      Enter the URL to access BMC Helix iPaaS.

      BHIP_User

      Enter the user ID to access BMC Helix iPaaS.

      BHIP_User_Password

      Enter the password of the user to access BMC Helix iPaaS.

    • Webhook API variables

      Project variables

      Action

      BHIP_API_Name_Suffix

      Enter a suffix to be added to the name of the Webhook API that is created in BMC Helix iPaaS to handle requests from BMC Helix ITSM and ServiceNow.

      By default, this value is set to SyncITSMToSnow.

      BHIP_API_User_Roles

      Enter comma-separated values of the user roles assigned for the BMC Helix iPaaS API.

      Only a user with these roles can access the APIs. Leave this value blank to restrict access only to administrators.

      BHIP_API_Response_Type_ITSM

      Enter the REST API response type used by the Webhook API to handle requests from BMC Helix ITSM. This value is added in the 

      BMC Helix iPaaS

       Jitterbit API. 
      By default, the value is set to FINAL_TARGET.

      BHIP_API_Response_Type_SNOW

      Enter the REST API response type used by the Webhook API to handle requests from ServiceNow. This value is added in the 

      BMC Helix iPaaS

       Jitterbit API. 
      By default, the value is set to NO_RESPONSE.

      BHIP_Webhook_Security_Profile_Type

      Enter a security profile type. 

      You can set the following values for this variable:

      • BASIC
      • ANONYMOUS

      The default value is BASIC.

      A security profile type defines the authentication type to be used by the Webhook API. This value is added in the BMC Helix iPaaS Jitterbit API.

      BHIP_API_Security_Profile_Type_ITSM

      Enter a security profile type. 

      You can set the following values for this variable:

      • BASIC
      • APIKEY
      • ANONYMOUS

      The default value is BASIC.

      A security profile type defines the authentication type to be used by the Webhook API while accessing BMC Helix ITSM. This value is added in the BMC Helix iPaaS Jitterbit API.

      Important:

      • For profile types supported by the ITSM application, the security profiles are automatically created by the integration template when you enable the integration. 
      • BMC Helix iPaaS does not support OAuth authentication for this application.

      BHIP_API_Security_Profile_BASIC_Auth_Username_ITSM

      For security profile type BASIC, enter the user name to be used to create the security profile.
      The Jitterbit API and the Webhook API use this user name for authentication while accessing BMC Helix ITSM.

      BHIP_API_Security_Profile_BASIC_Auth_Password_ITSM

      For security profile type BASIC, enter the password for the security profile created. 
      The Jitterbit API and the Webhook API use this password for authentication while accessing BMC Helix ITSM.

      BHIP_API_Security_Profile_Type_SNOW

      Enter a security profile type.

      You can set the following values for this variable:

      • BASIC
      • APIKEY
      • ANONYMOUS

      The default value is BASIC.

      A security profile type defines the authentication type to be used by the Webhook API while accessing ServiceNow. This value is added in the BMC Helix iPaaS Jitterbit API.

      Important:

      • For profile types supported by the ServiceNow application, the security profiles are automatically created by the integration template when you enable the integration. 
      • BMC Helix iPaaS does not support OAuth authentication for this application.

      BHIP_API_Security_Profile_BASIC_Auth_Username_SNOW

      For security profile type BASIC, enter the user name to be used to create the ServiceNow security profile.
      The Jitterbit API and the Webhook API use this user name for authentication while accessing ServiceNow.

      BHIP_API_Security_Profile_BASIC_Auth_Password_SNOW

      For security profile type BASIC, enter the password for the ServiceNow security profile created. 
      The Jitterbit API and the Webhook API use this password for authentication while accessing ServiceNow.

      BHIP_API_Security_Profile_ApiKey_Name_SNOW 

      For security profile type APIKEY, enter the name of the APIKEY to be used for the security profile.

      The Jitterbit API and the Webhook API use this APIKEY for authentication while accessing ServiceNow.

      BHIP_API_TimeOut

      Enter a value in seconds for an API timeout.

      The minimum value must range between 30 and 180. By default, the value is set to 60.

      ServiceNow_Webhook_APIKEY

      Enter the ServiceNow system property that has apikey for the BMC Helix iPaaS APIKEY authentication profile.

      ServiceNow_Webhook_Basic_User

      Enter the ServiceNow system property name to store BMC Helix iPaaS BASIC authentication user name.

      ServiceNow_Webhook_Basic_Password

      Enter the ServiceNow system property name to store BMC Helix iPaaS BASIC authentication password.

      ServiceNow_Webhook_Business_Rule_Name

      Enter the name of the business rule created for the ServiceNow Webhook configuration.

      ServiceNow_Webhook_Property_Name

      Enter the name of the ServiceNow system property that stores the BMC Helix iPaaS integration API.

      ServiceNow_Webhook_Script_Include_Name

      Enter the name of the script include value to be used for the Webhook configuration.

    • Email notification configurations

      Project variable

      Action

      BHIP_SMTP_Hostname

      Enter SMTP host details for email configuration.

      BHIP_To_Email_Address

      Enter the email address to which you want to send the notification emails.

      BHIP_From_Email_Address

      Enter the email address from which the notification emails must be sent.

      BHIP_Email_Subject

      Enter the default subject line for the notification email.

      BHIP_Email_Enabled

      Define if notification emails must be sent.By default, the value is set to true. If you want to disable email notifications, update the default value to false.

      BHIP_Email_On_Success

      Define if emails must be sent if the workflow is successful.By default, this value is set to true. To disable email notifications for successful operations, set the value to false.

      BHIP_Email_On_Error

      Define if emails must be sent if an error occurs in the workflow.By default, this value is set to true. To disable email notifications for errors, set the value to false.

(Optional) Task 4: To review and update out-of-the-box field mappings

Out-of-the-box field mappings are defined in the transformation elements that belong to the following operations:

  • Query ServiceNow problem operation in the SNOW to ITSM workflow
  • Process Source Payload And Preparing Payload For Create and Update Problem Actions in Service Now operation in the ITSM to SNOW workflow

For additional information about the workflow, see Workflows included in the integration template.

ServiceNow to BMC Helix ITSM field mappings

The following out-of-the-box fields are mapped in the Mapping servicenow problem to variable transformation element for the SNOW to ITSM - Query ServiceNow problem operation.

ServiceNow field

ITSM field

Close Notes

Closed Notes

Contact Type

Contact Type

Correlation ID

Correlation ID

Description

Description

Impact

Impact

Number

Incident in SNOW

Priority

Priority

Short Description

Short Description

Problem State

Status

System ID

System ID

Urgency

Urgency

For Contact Type, Impact, State, and Urgency fields that support only specific values, corresponding value mappings are provided in the following table:

ServiceNow to ITSM field mapping

ServiceNow values

ITSM values

Contact Type to Contact Type

Self Service

self-service

Email

email

Phone

phone

Walk In

walk-in

Impact to Impact

1-Extensive/Widespread

1

3-Moderate/Limited

2

4-Minor/Localized

3

Problem State to Status

Draft

101

Assigned

102

Under Investigation

103

Under Investigation

104

Completed

106

Closed

107

Urgency to Urgency

1-Critical

1

3-Medium

2

4-Low

3

You can edit the ServiceNow to BMC Helix ITSM field mappings provided by the integration template. To do so, you need to update the transformation element in the workflow and map the fields. 

Important

You can't update out-of-the-box value mappings for the fields that support only specific values. 

To update out-of-the-box ServiceNow to BMC Helix ITSM field mappings

  1. Open the BiDirectional_Sync_ServiceNow_Problem_With_BMC_Helix_ITSM_Problem project.
  2. On the Workflows tab, in the SNOW to ITSM workflow, scroll to the Query ServiceNow problem operation.
  3. Click the Mapping servicenow problem to variable transformation element, and select View/Edit.
  4. In the Target pane, from the View menu, select Mapped.
  5. From the Variables tab in the Source pane, drag a variable to a field mapping you want to update in the Mappings section.
  6. Click Return to workflow return_to_workflow.png.

    Important

    If the integration template is already deployed, you must deploy it again after you make changes to the mappings.

    For more information about deploying the proejct, see Task 4: To deploy and enable the project.

BMC Helix ITSM to ServiceNow field mappings

The following table lists out-of-the-box fields mapped in the Mapping Response transformation element of the ITSM to SNOW - Process Source Payload And Preparing Payload For Create and Update Problem Actions in Service Now operation.

ITSM fields

ServiceNow fields

Broker Vendor Name

Broker Vendor Name

Description

Description

Detailed Description

Detailed Description

Impact

Impact

InstanceId

Instance ID

Investigation Status

Hold Reason

Investigation Status

Close Code

Investigation Status

State

First Name, Last Name

Caller

Problem Investigation ID

Correlation ID

Urgency

Urgency

Vendor Ticket Number

Vendor Ticket Number

For Impact, Investigation Status, Status, and Urgency fields that support only specific values, corresponding value mappings are provided in the following table:

ITSM to ServiceNow field mappings

ITSM values

ServiceNow values

Impact to Impact 

1

1-Extensive/Widespread

1

2-Significant/Large

2

3-Moderate/Limited

3

4-Minor/Localized

Investigation Status to Hold Reason

1

Pending

Investigation Status to Close Code

Closed/Resolved by Caller

Closed

Solved (Permanently)

Resolved

Investigation Status to State

101

Draft

102

Assigned

103

Under Investigation

104

Under Investigation

106

Completed

107

Closed

Urgency to Urgency

1

1-Critical

1

2-High

2

3-Medium

3

4-Low

You can edit the BMC Helix ITSM to ServiceNow field mappings provided by the integration template. To do so, you need to update the transformation element in the workflow and map the fields.

Important

You can't update out-of-the-box value mappings for the fields that support only specific values. 

To update out-of-the-box BMC Helix ITSM to ServiceNow field mappings

  1. Open the BiDirectional_Sync_ServiceNow_Problem_With_BMC_Helix_ITSM_Problem project.
  2. In the ITSM to SNOW workflow, scroll to the Process Source Payload And Preparing Payload For Create and Update Problem Actions in Service Now operation.
  3. Click the Mapping Response transformation element, and then click View/Edit.
  4. In the Target pane, from the View menu, select Mapped.
  5. From the Variables tab in the Source pane, drag a variable to a field mapping you want to update in the Mappings section.
  6. Click Return to workflow return_to_workflow.png.

Important

If the integration template is already deployed, you must deploy it again after you make changes to the mappings.

For more information about deploying the project, see Task 4: To deploy and enable the project.

Task 5: To deploy and enable the project

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:

221_JB_Deploy and enable project_Oct23.png

After you enable the integration, when a problem record is created in ServiceNow, a corresponding problem is created in BMC Helix ITSM, and the converse is true. Any updates made to the ServiceNow problem record are synced with the BMC Helix ITSM problem record, and the converse is true. The Problem Number field is synced to the Correlation Id field in ServiceNow, and the ServiceNow problem ID is synced to the Vendor Ticket Number field in BMC Helix ITSM.

(Optional) Task 6: To set the time for API debug mode

By default, the debug mode is set to 2 hours after you run the integration. Debug logs are updated for the time set for the debug mode. To increase the debug mode for a longer period of time, perform the following steps:

  1. In BMC Helix iPaaS, select API Manager > My APIs.
  2. Open the required API.
  3. Select Enable Debug Mode Until: and set it for the required date and time.
  4. Save and publish the API.

(Optional) Task 7: To update the default trigger conditions for the Sync ITSM to ServiceNow problem project

You can update the trigger condition defined out of the box for the integration by updating the Webhook configuration added to BMC Helix ITSM. 

  1. As an administrator, log in to Mid Tier.  
  2. In the Basic Information section, enter the value of the Source_Webhook_Name project variable in Description, and then click Search
    The three Webhook configurations for create, update, and worklog events are displayed. They are defined, respectively, for creating a webhook, updating a webhook, and creating a worklog. 
  1. Click the configuration to update the trigger condition for that event. 
  2. In the Event Information section, select the Events, or in Qualification, enter the qualification to trigger the Webhook configuration. For example, you can set the qualification to 'Status' != "Closed".

(Optional) Task 8: To map custom ServiceNow fields to existing BMC Helix ITSM fields

You can map custom fields created in ServiceNow to existing BMC Helix ITSM fields by updating the mappings in the integration template. If you delete a custom field that is not mapped to a mandatory field in BMC Helix ITSM, the integration continues to work. However, we recommend that you delete the field mappings from the integration template project.

To add the field mapping for a new custom field created in ServiceNow

  1. Log in to BMC Helix iPaaS as a developer and navigate to the Integration Studio.
  2. Select the environment where the integration templates are available.
  3. Select the BiDirectional_Sync_ServiceNow_Problem_With_BMC_Helix_ITSM_Problem project.
  4. Expand the SNOW to ITSM workflow.
  5. Refresh the schema to include the custom fields added to ServiceNow.
    1. In the Query ServiceNow problem operation, click the Query problem element, and then click View/Edit.
    2. Click Step 1 in the query, and then click Refresh.
    3. From the Select an Object list, select the problem table, and then click Next.
    4. On Step 2, to ensure that your custom field is added to the list of problem fields, click Refresh.
    5. When the problem field table is loaded, to select any new fields added to the ServiceNow problem table, clear the SELECT ALL option and then select it again. 
    6. Click Next, and then on Step 3, click Finished
  6. To create and update mappings for the custom field in other transformations, create a global variable for the custom field.
    1. In the Query ServiceNow problem operation, click the Mapping servicenow problem to variable transformation element, and then click View/Edit.
    2. In the Target pane, click Settings settings_icon.pngand select Edit schema.
      snowEditSchema.png
    3. To add the field mapping for the custom field, click +Add Field.
    4. Scroll to the bottom of the field list, enter the field name and select the Type, and then click Save Changes.
    5. To create and update the mapping for the custom field in other transformations, in the Target pane, click the Script iconicon_viewScript.png next to the new field and add a global variable entry for the field. For example, add the following global variable to the script:
      $custom_field = OUTPUT$problem$Entity.u_custom_field$;
  7. Follow these steps to map the custom field to an existing BMC Helix ITSM field:
    1. In the Create problem in ITSM operation, click the Create Problem Request transformation element, and then click View/Edit.
    2. From the Variables tab in the Source pane, drag the global variable you created for your custom field, and then map it to the BMC Helix ITSM field in the Target pane.
    3. Click Return to workflow return_to_workflow.png.
    4. Similarly, map the global variable to the BMC Helix ITSM field in the Update Problem Transformation element of the Update ITSM problem operation.
  8. To deploy the integration after you update the field mappings, follow the instructions provided in Task 4: To deploy and enable the project.
  9. If you delete the custom field from BMC Helix ITSM, you must delete the custom field mapping in the integration template. To delete the custom field mappings:
    1. In the Query ServiceNow problem operation, refresh the schema in the Query problem element.
    2. Remove the global variable created in the Mapping servicenow problem to variable transformation element in the Query ServiceNow problem operation.
    3. In the Create problem in ITSM operation, remove the field mappings defined for the custom field in the Create Problem Request transformation element.
    4. In the Update ITSM problem operation, remove the field mappings defined for the custom field in the Update Problem Transformation transformation element.
    5. Deploy the integration.
      For more information about deploying the project, see Task 4: To deploy and enable the project.

(Optional) Task 9: To map custom BMC Helix ITSM fields to existing ServiceNow fields

You can also map custom fields created in BMC Helix ITSM to existing ServiceNow fields by updating the mappings in the integration template. If you delete a custom field that is not mapped to a mandatory field in ServiceNow, the integration continues to work. However, we recommend that you delete the field mappings from the integration template project.

To add the field mapping for a new custom field created in BMC Helix ITSM

  1. Log in to BMC Helix iPaaS as a developer and navigate to the Integration Studio.
  2. Select the environment where the integration templates are available.
  3. Select the BiDirectional_Sync_ServiceNow_Problem_With_BMC_Helix_ITSM_Problem project.
  4. Expand the ITSM to SNOW workflow.
  5. Refresh the schema to include the custom fields added to BMC Helix ITSM.
    1. In the Process Source Payload And Preparing Payload For Create and Update Problem Actions in Service Now operation, click the Query element, and then click View/Edit.
    2. Click Step 1 in the query, select SELECT FROM LIST option, and then click Refresh.
    3. From the Select a Form list, select the problem interface, and click Next.
    4. On Step 2, to ensure that your custom field is added to the list of problem fields, click Refresh, and then click Finished.
  6. To create and update mappings for the custom field in other transformations, create a global variable for the custom field.
    1. In the Process Source Payload And Preparing Payload For Create and Update Problem Actions in Service Now operation, click the Mapping Response transformation element, and then click View/Edit.
    2. In the Target pane, click Settings settings_icon.pngand select Edit schema.
      snowEditSchema.png
    3. To add the field mapping for the custom field, click +Add Field.
    4. Scroll to the bottom of the field list, enter the field name and select the Type, and then click Save Changes.
    5. To create and update the mapping for the custom field in other transformations, in the Target pane, click the script icon icon_viewScript.png next to the new field and add a global variable entry for the field. For example, add the following global variable to the script:
      $custom_field = OUTPUT$problem$Entity.u_custom_field$;
  7. Follow these steps to map the custom field to an existing ServiceNow field:
    1. In the Create New Problem in ServiceNow operation, click the Create SNOW Problem transformation element, and then click View/Edit.
    2. From the Variables tab in the Source pane, drag the global variable you created for your custom field, and then map it to the ServiceNow field in the Target pane.
    3. Click Return to workflow return_to_workflow.png.
    4. Similarly, map the global variable to the BMC Helix ITSM field in the Prepare ServiceNow Update Request Payload element of the Update ServiceNow Problem operation.
  8. To deploy the integration after you update the field mappings, follow the instructions provided in Task 4: To deploy and enable the project.
  9. If you delete the custom field from ServiceNow, you must delete the custom field mapping in the integration template. To delete the custom field mappings:
    1. In the Process Source Payload And Preparing Payload For Create and Update Problem Actions in Service Now operation, refresh the schema in the Query element.
    2. Remove the global variable created in the Mapping Response transformation element in the Process Source Payload And Preparing Payload For Create and Update Problem Actions in Service Now operation.
    3. In the Create New Problem in ServiceNow operation, remove the field mappings defined for the custom field in the Create SNOW Problem transformation element.
    4. In the Update ServiceNow Problem operation, remove the field mappings defined for the custom field in the Prepare ServiceNow Update Request Payload transformation element.
    5. Deploy the integration.
      For more information about deploying the project, see Task 4: To deploy and enable the project.

Workflows included in the integration template

The following workflows are defined as a part of the integration template. Refer to the following details of the operations and configurations defined within each workflow.

Enable Integration

This workflow defines the operations to control the sync between ServiceNow and BMC Helix ITSM. The following operations are included in this workflow:

Operation name

Actions performed

Enable Integration

Creates all the required webhooks for the template and enables the integration

Create a Single API

Creates the API in BMC Helix iPaaS after enabling the integration

Login into Jitterbit

Logs in to Jitterbit by using the credentials provided in the project variables

Check Custom API and Security Profiles exist

Checks if the Custom API and security profiles exist

Delete API and Security Profile if needed

Deletes existing APIs or security profiles, if required

Create Security Profiles and Custom API

Creates security profiles and REST APIs in BMC Helix iPaaS

Publish Custom API

Publishes the custom APIs to BMC Helix iPaaS

Create Webhook in ServiceNow

Logs in to ServiceNow by using the credentials provided in the project variables

Check webhook artifact exist

Verifies if the Webhook API configurations exist in ServiceNow

Create webhook artifact

Creates the Webhook API configuration in ServiceNow

Update webhook artifact

If the Webhook API configuration exists in ServiceNow, updates the configuration with the new data

Failure Notification

Sends an email notification if the Webhook API configuration is not added to ServiceNow

BHIP Operations

This workflow defines the operations required to enable the integration after all the required project configurations are completed. The following operations are included in this workflow:

Operation name

Actions performed

BHIP Login

Logs in to BMC Helix iPaaS by using the credentials provided in the project variables

BHIP Get Api and Security Profiles details

Verifies if any custom APIs or security profiles exist for the ServiceNow integration

BHIP Create Security Profiles or Custom API

Creates the security profiles and REST APIs in BMC Helix iPaaS

BHIP Delete API or Security Profile

Deletes existing APIs or security profiles, if required

BHIP Publish API

Publishes the custom APIs to BMC Helix iPaaS and ServiceNow

ITSM Operations

This workflow creates the Webhook API required for BMC Helix ITSM. The following operations are included in this workflow:

Operation name

Actions performed

Create ITSM Webhook Driver

Creates all the required Webhook APIs for the integration

Login to ITSM

Logs in to BMC Helix ITSM by using the credentials provided in the project variables

Get All Webhooks

Retrieves Webhook API configurations that exist in BMC Helix ITSM for the integration

Create ITSM Webhook

Creates the Webhook API configuration in BMC Helix ITSM

Update ITSM Webhook

Updates the Webhook API configuration

Delete existing ITSM Webhook

If the Webhook API configuration exists, deletes this configuration

SNOW to ITSM

Operation name

Actions performed

Service Now Flow Controller

Enables all the API entry points by using the details provided in the project variables

Query ServiceNow problem

Gets details of the ServiceNow problem record to create the corresponding problem in BMC Helix ITSM

Create problem in ITSM

Maps the required ServiceNow fields to the BMC Helix ITSM problem record fields

Upload Attachment for SNOW Problem

Gets the list of attachments for the ServiceNow problem record and parses attachment data

Update Vendor Ticket Number

Updates the Vendor Ticket Number field in BMC Helix ITSM 

Update ServiceNow Url in Itsm Activity Log

Updates the URL of the ServiceNow problem record in the BMC Helix ITSM worklog

Update ITSM Problem ID in ServiceNow

Updates the ServiceNow problem record with the ID of the BMC Helix ITSM problem record

Check Problem Data Updated

Checks the updated data in the ServiceNow problem record

Update ITSM problem

  • When the ServiceNow problem record is updated, queries BMC Helix ITSM for the corresponding problem request
  • Maps the ServiceNow fields to the BMC Helix ITSM fields
  • Updates the existing BMC Helix ITSM problem record with the updated values

Error Notification

Sends an email notification if problem creation or update fails

Login ITSM

Logs in to BCM Helix ITSM

Get worklog for ITSM problem

Gets the activity notes for the BMC Helix ITSM problem record

Update Work Notes

Updates the Work Info field in BMC Helix ITSM

Fetch ITSM Problem ID From Snow Problem

Gets the ID of the BMC Helix ITSM problem record from the ServiceNow problem record

Get Attachment File

Checks for attachments in the ServiceNow problem record

Upload Attachment File to ITSM

Adds attachments from the ServiceNow problem record to the BMC Helix ITSM problem record

ITSM to SNOW

This workflow creates the ServiceNow problem record when a BMC Helix ITSM problem record is created or updated. The following operations are included in this workflow:

Operation name

Actions performed

ITSM Flow Controller

Enables all the API entry points by using the details provided in the project variables

Process Source Payload And Preparing Payload For Create and Update Problem Actions in Service Now

Gets the ITSM problem data on a create event, and then calls the next operation based on the Vendor Ticket Number and Event Type

ITSM to SNOW - Create New Problem in ServiceNow

For a new BMC Helix ITSM problem record, maps the required ITSM fields to the ServiceNow problem record fields to create a new problem in ServiceNow

Fetch ServiceNow Problem ID

Gets the Number and System ID of the ServiceNow problem record

Fetch requestId

Gets the Number of the BMC Helix ITSM problem record

SNOW TO ITSM - Update ServiceNow Problem ID and URL in ITSM Problem

Updates the ITSM problem with the ServiceNow problem record URL and number

Check ITSM Problem Data changed

Checks for updates in the BMC Helix ITSM problem record

Update Service Now Problem

Saves the updates to the ServiceNow problem record

  • When a BMC Helix ITSM problem record is updated, queries ServiceNow for a corresponding problem request
  • Maps the BMC Helix ITSM fields to the ServiceNow fields
  • Updates the existing ServiceNow problem record with the updated values

Process Source WorkNote Payload And Preparing Payload For Creating WorkNote in Service Now

Gets required data to create or update details of a worklog added to the BMC Helix ITSM problem record

Update WorkNotes in ServiceNow

Updates the worklog in ServiceNow

Query Attachment File in ITSM

Checks for attachments in the BMC Helix ITSM worklog

Upload Attachment File to ServiceNow

Adds attachments from the BMC Helix ITSM problem record to the ServiceNow problem record

 

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