Phased rollout This version is currently available to SaaS customers only. It will be available to on-premises customers soon.

Integrating BMC Helix Business Workflows and BMC Helix ITSM

As an administrator, you can integrate BMC Helix Business Workflows and BMC Helix ITSM to automatically create cases from work orders or incidents and vice versa.

Important

The integration of BMC Helix Business Workflows and BMC Helix ITSM supports the creation of work orders or incidents from cases by configuring certain settings in BMC Helix Business Workflows, and the creation of cases from work orders or incidents by using a filter in BMC Helix ITSM.

Out of the box, activity sync is supported only from BMC Helix Business Workflows to BMC Helix ITSM. Activity sync from BMC Helix ITSM to BMC Helix Business Workflows is not supported out of the box, and must be configured separately by the customer.



Related topics

Managing work orders

Managing incident requests

For the integration to work, you must configure the following settings:

Product

Steps

Reference

BMC Helix Business Workflows

  1. Copy the out-of-the-box case templates to the line of business.
  2. Modify the automated task process.
  3. Use the case templates to create cases that will automatically create work orders or incidents.

BMC Helix ITSM

Create the filter to call the process that creates a case from an incident or a work order in BMC Helix ITSM.



 

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