Enabling integration with BMC Helix Digital Workplace Advanced and BMC Helix Business Workflows
You can configure BMC Helix Chatbot to work with the following applications:
- BMC Helix Business Workflows—This configuration enables users to fetch BMC Helix Business Workflows knowledge articles via BMC Helix Digital Workplace Advanced. For more information, see List of Providers and Empowering BMC Helix Digital Workplace Advanced users to create cases in BMC Helix Business Workflows.
- BMC Helix Digital Workplace Advanced—This configuration enables users to create service requests and resolve user questions by using the Remedy Knowledge Management knowledge base.
The procedure provided in this topic applies to both—BMC Helix Business Workflows and BMC Helix Digital Workplace Advanced.
Before you begin
Before configuring BMC Helix Chatbot for BMC Helix Business Workflows or BMC Helix Digital Workplace Advanced, ensure that the following tasks are complete:
- You have an IBM Watson license.
- You have created chatbots for your line of business and customized them according to your business requirements.
For more information, see Setting-up-chatbots-for-your-line-of-business. - If BMC Helix Digital Workplace Advanced is configured with Remedy Single Sign-On (Remedy SSO), ensure that OAuth and Pre-authentication is configured in Remedy SSO:
- The OAuth client is registered in Remedy SSO. When registering OAuth 2.0, ensure that you copy the Client ID and Client secret. To see the steps to register a client, see Configuring OAuth 2.0 in Remedy SSO online documentation.
After registering the client, edit the client details and copy the Certificate.
Click here to view the details to be copied
In Remedy SSO, pre-authentication is added in the realm created for BMC Helix Digital Workplace Advanced. When configuring pre-authentication, ensure that you paste the Client ID, Client secret and Certificate that you copied when configuring OAuth earlier. To see the steps to configure pre-authentication, see Configuring preauthentication in Remedy SSO online documentation.
Click here to view the details to be pasted
To add BMC Helix Digital Workplace Advanced client application credentials
In BMC Helix Chatbot, add the BMC Helix Digital Workplace Advanced Application details so that service requests are created in BMC Helix Digital Workplace Advanced client application. If you have multiple chatbots, all the chatbots connect to a single instance of BMC Helix Digital Workplace Advanced.
- Log in to BMC Helix Innovation Studio and navigate to the Administration tab.
- Select Configure My Server > Digital Workplace.
In Digital Workplace URL, provide the URL for the BMC Helix Digital Workplace Advanced application.
The Digital Workplace URL must contain the server and port details.
To add BMC Helix Digital Workplace Advanced Service Catalog application credentials
In BMC Helix Chatbot, add the BMC Helix Digital Workplace Advanced Service Catalog application details. This configuration is required by the Publish Chat-enabled Service wizard to enable chat for BMC Helix Digital Workplace Advanced services.
- Log in to BMC Helix Innovation Studio and navigate to the Administration tab.
- Select Configure My Server > Digital Workplace Catalog.
In Digital Workplace Catalog Url, enter the URL for the BMC Helix Digital Workplace Advanced Service Catalog application.
To configure Remedy Single Sign-On OAuth authentication
If BMC Helix Digital Workplace Advanced is configured with Remedy SSO, in BMC Helix Chatbot, configure Remedy SSO with OAuth.
- Log in to BMC Helix Innovation Studio and navigate to the Administration tab.
- Select Configure My Server > RSSO OAuth.
In the RSSO OAuth page, in the API Authorization Endpoint field, enter the OAuth authorization endpoint URL in the following format:
https://rsso servername:port/rsso
Ensure that the URL points to the same RSSO Server used by BMC Helix Digital Workplace Advanced. For more information about OAuth 2.0 Support, see Configuring OAuth 2.0 in Remedy SSO online documentation.
- In the Resource Server field, enter the BMC Helix Digital Workplace Advanced application URL provided when adding BMC Digital Workplace client application credentials.
- In the Client ID and Client Secret fields, type the details obtained when registering the OAuth client.
- Click Save.
To map catalog services to BMC Helix Chatbot actions
In BMC Helix Chatbot, map BMC Helix Business Workflows and BMC Helix Digital Workplace Advanced Catalog services to so that the appropriate catalog service is used based on the chat conversation.
Before you begin
Ensure that services to be mapped to BMC Helix Chatbot are created in BMC Helix Digital Workplace Advanced Application and the administrator user has permissions to BMC Helix Digital Workplace Advanced to access the services. This mapping is required so that the appropriate catalog service (from BMC Helix Business Workflows or BMC Helix Digital Workplace Advanced) is used based on the conversation in BMC Helix Chatbot.
To map the catalog services
- Log in to BMC Helix Innovation Studio and navigate to the Administration tab.
- Select Configure My Server > Integration Service > Service Catalog.
- In the Service Catalog Mapping section, click New Mapping.
On the Create Service Catalog Mapping page, from the Service Name list, select the service request that you want to map to BMC Helix Chatbot.
The ServiceRequestID, Service GUID, and ServiceRequestName values are automatically populated according to the Service Name selected earlier.
- In the Chatbot Action field, type the name.
The Chatbot Action should match the action defined in the IBM Watson Assistant dialog.
The process for configuring BMC Helix Chatbot for BMC Helix Business Workflows and BMC Helix Digital Workplace Advanced is now complete.