Creating BMC Helix ITSM incidents from ServiceNow incidents
This use case describes how administrators can synchronize incidents between ServiceNow and ITSM by using BMC Helix iPaaS. With this integration, your agents can easily track the ServiceNow incidents in ITSM, without switching between applications.
Scenario
In Apex Global, Allen is a service desk agent. The company uses ITSM and ServiceNow for their ticket management capabilities. Because of outsourced services from a vendor, and mergers with other companies, Allen wants to consolidate all the tickets at a single place. He wants a solution that helps him to easily track the tickets at a single place, regardless of the application through which the ticket is created.
To help Allen, as an administrator, you implement the ServiceNow Incidents to ITSM integration project in your environment to create an ITSM incident when a ServiceNow incident is created.
Workflow
Product | User | Action |
|---|---|---|
BMC Helix iPaaS | Developer | Download, import, and update the integration template. |
BMC Helix iPaaS | Developer | Review and update out of the box field mappings. |
BMC Helix iPaaS | Developer | Deploy and enable the project. |
ServiceNow | Administrator | Update default trigger conditions to broker ServiceNow incidents to BMC Helix ITSM. |
BMC Helix iPaaS | Developer | Map custom fields from ServiceNow to BMC Helix ITSM. |
Results
The following image shows the flow of events after you implement the integration:
Benefits
- Agents can track all the incidents at one place, without having to switch between applications.
- Data updates in the ServiceNow incidents are synchronized with the ITSM incidents.