Creating service requests from BMC Helix ITSM

As a BMC Helix ITSM administrator, you can configure BMC Helix ITSM to automatically create a corresponding BMC Helix Digital Workplace service request when a fulfillment record is created in BMC Helix ITSM. This automation eliminates the time you spend manually creating a service request for each ticket, and also reduces the load for Service Desk Agents switching between applications.

Service requests can be created automatically for fulfillment records from the following BMC Helix ITSM applications:

• BMC Helix ITSM: Change Management
• BMC Helix ITSM: Incident Management
• BMC Helix ITSM: Work Order Management

The service request is created regardless of whether the fulfillment record is raised by email, Smart Recorder, or the Create Ticket functionality in SmartIT.

The newly created service request uses the fulfillment record's Summary field as its summary. Any further comments are synchronized between the fulfillment record and the service request. That is, comments that are added in BMC Helix ITSM to the fulfillment record are also added to the service request, and comments that are added in BMC Helix Digital Workplace are added to the fulfillment record.

You can enhance the fulfillment process by modifying the BMC-provided out-of-the-box workflow named ITSM to DWP Service Integration Process. For more information about using and modifying workflows, see Workflows-for-service-fulfillment.