Integrating BMC Helix ITSM and BMC Helix AIOps with Microsoft Teams for incident collaboration


As an administrator, use the BMC Helix Ops Swarmer AI agent to integrate BMC Helix ITSM and BMC Helix AIOps with Microsoft Teams. This integration enables service desk agents and incident response teams to initiate Microsoft Teams chats directly from incidents.

This integration is used during incident triage and resolution, especially for major incidents, to ensure faster coordination and reduce resolution time. It improves cross-team communication, accelerates incident handling, and minimizes business disruption.

Before you begin

  • You must have a Microsoft Azure account with an active subscription and have application administrator permissions in Microsoft Azure.

Process overview

TaskAction
1(Optional) Configure an integration tool
2Create a Microsoft Teams bot
3Create a Microsoft Teams application
4Configure the Microsoft Teams bot in the Microsoft Azure portal 
5Publish the application from the Microsoft Azure portal
6To update MS Teams channel
7Add collaboration room configurations
8Add bot ID for group chat integration

Task 1: (Optional) To configure integration tools

Before creating a Microsoft Teams bot, you can configure either PagerDuty or xMatters to automate incident response and access Microsoft 365 data and services for improved collaboration and resolution.

To configure PagerDuty connection

With a valid PagerDuty license, configure PagerDuty connection to automatically manage on-call schedules and quickly send critical alerts to the right person. If you configure a PagerDuty connection, you cannot configure an xMatters connection.

Click here to view the PagerDuty configuration

  1. Make sure that in HelixGPT Agents Studio, a PagerDuty connection is configured. 
    For more information about adding a connection, see Adding data sources in BMC HelixGPT.
  2.  If the BMC Helix ITSM support group names differ from the group names in PagerDuty, perform the following steps to map the support groups:
    1. Log in to BMC Helix Innovation Studio.
    2. On the Workspace tab, click HelixGPT Agent Studio
    3. In the Records tab, click Toolkit > Edit data.
    4. Select the Collaboration Tool record and in the Configuration field, and enter the following details:
          "pagerduty": {
            "enabled": true,
            "pagerduty_schedule_mapping": {
              "AU Support 1": "Asia-Pac Schedule",
              "CA Support 1": "Americas Schedule",
              "DE Support 1": "Europe Schedule",
              "IN Support 1": "Asia-Pac Schedule",
              "LA Support 1": "Americas Schedule",
              "GB Support 1": "Europe Schedule",
              "US Support 1": "Americas Schedule"
            }
          }
  3. Click Save.    


To configure xMatters connection

 An administrator can configure the xMatters connection to send notifications and recommend participants. If you configure an xMatters connection, you cannot configure a PagerDuty connection.

Click here to view xMatters configuration

  1. Make sure that in HelixGPT Agents Studio, an xMatters connection is configured. 
    For more information about adding a connection, see Adding data sources in BMC HelixGPT.
  2. If the BMC Helix ITSM support group names differ from the group names in xMatters, perform the following steps to map the support groups:.
    1. Log in to BMC Helix Innovation Studio.
    2. On the Workspace tab, click HelixGPT Agent Studio
    3. In the Records tab, click Toolkit > Edit data.
    4. Select the Collaboration Tool record and in the Configuration field, enter the following details to map the support group:
         "xmatters": {
             "enabled": true,
             "xmatters_group_mapping": {
                 "AU Support 1": "DSOM Helix Communication Managers APAC Weekdays DL",
                 "CA Support 1": "DSM Support SaaS Weekend Americas DL",
                 "DE Support 1": "ARC/Quickstart EMEA-AP on-call",
                 "IN Support 1": "24x7 DSM Helix ITSM Manager OnCall APAC DL",
                 "LA Support 1": "Wintel Disruption Group",
                 "LA Support 3": "AMI for Security DL",
                 "GB Support 1": "DBA-DS-AMERICAS-Evening-WEEKEND-DL",
                 "US Support 1": "DBA-DS-AMERICAS-Evening-WEEKEND-DL",
                 "US Support 3": "DBA-DS-AMERICAS-Evening-WEEKEND-DL",
                 "BMCOpsMonitoring Support Group1": "DBA-DS-AMERICAS-Evening-WEEKEND-DL"
              }
          }
  3. Click Save.


To configure MSGraph connection

An administrator can add the details of the Microsoft Teams application to the MSGraph data connection to enable the Microsoft Teams bot to fetch details such as the incident ID from the chat title.

Click here to view the MS Graph configuration

  1. Log in to BMC Helix Innovation Studio.
  2. On the Workspace tab, click HelixGPT Agent Studio.
  3. Select Records > Connection_MSGraph and click Edit data.
  4. Click the record definition to open the Edit record window.
  5. In the Edit record window, modify the following fields:
    Field nameDescription
    Client IDThe client ID used to access Microsoft Teams.
    Client SecretThe client secret used to access Microsoft Teams
     
    Tenant IDThe Tenant ID used to access Microsoft Teams.

     

  6. Click Save.


Task 2: To create a Microsoft Teams bot

Perform the following steps in Microsoft Teams:

  1. In the Microsoft Teams account, click the View more apps option. 

  2. Search for the Developer Portal and launch it. Add the Developer Portal if it is not available.
  3. Select Tools >  Bot Management > New Bot.
  4. In the Add bot dialog box, enter the bot name.
  5. In Bot management, select Configure.
  6. To get the endpoint details, log in to BMC Helix Innovation Studio and lauch BMC Helix Agent Studio application.
  7. From the Application list, select BMC Helix Collaboration Agent.
  8. Select the Collaboration Agent skill.
  9. Click Channels, select MS Teams channel for collaboration agent and click Edit.
  10. Copy the Webhook URL.
    MS-Teams1.png
  11. In the Endpoint address field, copy the Webhook URL .


     

Task 3: To create a Microsoft Teams application

 Perform the following steps in Microsoft Teams:

  1. In the Developer Portal, click Apps and then click New app.
  2. Enter the application name and click Add.
    25-2-Teams-Newapp (1) (1) (2).png
     
  3. Review and update the Basic information screen to include the folloiwng information:
    • Short name - 30 characters or less
    • Full name - up to 100 characters (optional)
    • Short description - 80 characters or less
    • Long description - 4,000 characters or less
    • Developer or company name
    • Website (must be a valid HTTPS URL)
    • Privacy policy
    • Terms of use
      Note down the App ID. The App ID is required for BMC Helix ITSM integration.
      25-2-Teams-AppID (1) (2).png
  4. In Configure, click App features and then click Bot.
  5. From the Select an existing bot list, select the bot you have created in step 4.
  6. In Scope, select one of the following options:
    • Personal
    • Teams
    • Group Chat
  7. From Publish, select Publish to org.
  8. Click Publish your app.
     

Task 4: To configure the bot in the Microsoft Azure portal

  1. Access the following URL with your administrator credentials:
    https://portal.azure.com/#home 
  2. Click App registrations.
    Or
    If you do not see the App resigration option in the new Microsoft UI, perform the following steps:
    1. Click Microsoft Entra ID.
    2. Click the number link displayed next to the Application.
      25-3-opsswarmer (1) (3).png
  3. Click All applications and search for the bot you have created.
    25-2-Teams-AppResigAzure (1) (3).png
  4. Click on the bot you have created. 
  5. Expand the Manage option and click Authentication.
    25-2-Teams-ManageAuth (1) (3).png
  6. Select Web.
  7. Add the Redirect URIs and click Configure.
    Make sure that the URL is displayed as shown in the following screenshot.
    25-2-Teams-URI (1) (3).png
  8. From the Supported account types, select Account in any organizational directory (Any Microsoft Entra ID tenant - Multitenant)
  9. Click Manage and then click API permissions.
    25-2-Teams-APIPermissions (1) (3).png
  10. Click Add a permission and then click Microsoft Graph.
    25_3_Add_permissions (1) (4).png
  11. Click Delegated Permissions and select the following permissions.
    • Chat.Create
    • Chat.ReadWrite
    • User.Read
    • User.Read.All
  12. Click Application Permissions and select the following permissions.
    • Chat.ReadBasic.All
    • ChatMessage.Read.All
    • User.ReadBasic.All
  13. Click Add permissions and then click Grant admin consent for ***.
  14. Select Yes to grant permissions for all the permissions.
  15. Click Overview and note down the details highlighted in the following screenshot:
    25-2-Teams-Ovrview (1) (3).png
  16. Click Certificates & Secret and then click New client secret and add the required details.
    25_3_Ops_ClientSecret (1) (3).png
  17. Click Add and copy the highlighted TestSecret value.
    25_3_String (1) (3).png
  18. Click Overview and note the following details:
    • Application (Client) ID
    • Directory (Tenant) ID
      25_3_Overview (1) (4).png
  19. Open Mid Tier and Map the following values on the CFG:CR_ConfigurationSetting form:
    • Application (Client) ID  to the Client Id field
    • Directory (tenant) ID to the Tenant Id field
       

Task 5: To publish the application in the Microsoft portal

Perform the following steps in Microsoft Teams:

  1. Access the following URL:
    https://admin.teams.microsoft.com/policies/manage-apps
  2. Select All apps and identify the application you have created.
    Your application might be in the blocked status.
  3. Select your application and click Publish.
    25-2-Teams-Publish (1) (3).png
  4. Open All apps and verify that the Status is set to Unblock.
  5. To provide consent for using the application, click the following link:
    https://login.microsoftonline.com/common/adminconsent?client_id=<clientID>&state=12345&redirect_uri= https://<host name>/arsys/pwa/assets/swarm/swarm.html
    The application is published.
     

Task 6: To update MS Teams channel

  1. Open HelixGPT Agents Studio.
  2. Click Channels, select Microsoft Teams, and click Edit.
    1. In the Edit Channel dialog box, enter the following details:
      Field nameDescription
      ChannelOffice 365: Microsoft Teams
      NameEnter agent name
      Microsoft Bot IDID of the bot created in Task 3 step 4.
      Microsoft app passwordTestSecret value copied in Task 4 step 17.

       

  3. Click Update

     

Task 7: To lauch ChatOps for collaboration

  1. In Mid Tier, select Administrator Console > Application Administration Console.
  2. On the Custom Configuration tab, expand the Foundation option.
  3. Expand the Advanced Options, and then click Collaboration Room Configuration.
  4. Specify the following details in the Collaboration Room Configuration Settings form:
    Field nameDescription
    Company
     
    Select the company name or select Global if the configuration is same for all companies
    Tenent IDDirectory (tenant) ID value obtained in Task 4 step 18.
    Client ID
     
    Application (client) ID value obtained in Task 4 step 18.
    Secret Key

     
    TestSecret value copied in Task 4 step 17.
    Chat typeMS Teams
    Midtier Base URLMid Tier URL ending with a forward slash (/)

     

  5. Click Save.
    For more information, see Launching ChatOps for collaboration.

Task 8: To add bot ID for Grpup chat integration

  1. In Mid Tier, open the AR System Generic Configuration UI form.
  2. In the Component Type dropdown, select com.bmc.arsys.server.shared and locate the field labeled ChatBot-Id.
  3. Enter the value of the application ID
  4. Click Save.

The Launch ChatOps button is enabled for the Incidents. 

Related topic

BMC Helix Ops Swarmer

 

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