Default language.

This documentation supports the 25.1 version of BMC Helix Business Workflows.To view an earlier version, select the version from the Product version menu.

Enabling the association of BMC Helix ITSM tickets to cases

As a case business analyst, enable the integration of BMC Helix ITSM tickets to cases for a line of business. By enabling this configuration, case agents can save time and effort by performing the following actions directly from cases:

  • Create incidents and work orders.
  • Create change requests.
  • Relate change requests, incidents, problem investigations, and work orders to cases.
  • Broadcast case-related information to related change requests, incidents, problem investigations, work orders, and cases at a time.

Case assignees can view the details provided in the related tickets and cases which facilitates effective and faster case resolution.

Related topics

Associating-cases-to-related-items-and-users

Scenario

Bob, a case business analyst at Apex Global enables the association of BMC Helix ITSM tickets with cases for the Security Incident Handling line of business. Bill is a case agent in the Security Incident Handling line of business and is working on an email phishing attack case. To block an IP address related to the phishing attack, a corresponding incident request is created in BMC Helix ITSM. Bill relates the incident request to the case so that he has easy access to the incident request directly from the case. He can quickly refer to the details in the incident request and provide an effective and quick case resolution.

To enable the association of BMC Helix ITSM tickets to cases

  1.  Log in to BMC Helix Business Workflows as a case business analyst, and click Settings image-2023-6-6_21-20-7.png.
  2. Select Line of Business > Manage Line of Business.
  3. On the Application Configurations tab, select CASE_ITSM_INTEGRATION.
  4. In the Edit Configuration pane, enable association of BMC Helix ITSM tickets with cases for your line of business by selecting image-2023-6-6_21-26-46.png.
  5. Click Save.

Results

After you enable the CASE_ITSM_INTEGRATION configuration, in the Application Configuration > Menu Items, the following menu items are activated for your line of business:

Menu name

Menu items

Description | Instruction

Create ticket

  • Incident
  • Work order
  • Change


The following image shows the active Create ticket menu items for the Human Resource line of business:

Create_Ticket_Menu_Items.png

On the case details page, Related tickets tab, these menu items appear in the Create drop-down list. Case agents can create incidents, work orders, and change requests directly from cases. If required, you can deactivate a Create ticket menu item. Learn how to deactivate a Create ticket menu item in To deactivate a menu item.

Relate ticket

  • Incident
  • Work order
  • Change
  • Problem

The following image shows the active Relate ticket menu items for the Human Resource line of business:

This image shows the active Relate ticket menu items for the Human Resource line of business

On the case details page, on the Related tickets tab, these menu items appear in the Related drop-down list. Case agents can relate incidents, work orders, change requests, and problem investigations to cases. If you want to restrict case agents from relating certain ticket types to cases, such as change requests, you can deactivate that particular Relate ticket menu item. Learn how to deactivate a Relate ticket menu item in To deactivate a menu item.

Important

  • When you disable the CASE_ITSM_INTEGRATION configuration, the default menu items are reset to Inactive status, regardless of any previous settings. If you enable the CASE_ITSM_INTEGRATION configuration again, the default menu items are reset to Active status.
  • The Create ticket and Relate ticket menu items cannot be localized.

To deactivate a menu item

  1. On the Settings page, select Application Configuration > Menu Items.
  2. Click the Create ticket or Relate ticket menu item that you want to deactivate.
  3. In the Edit Menu Items pane, in the Status field, select Inactive.
  4. Click Save.
    The deactivated menu item does not appear in the drop-down list on the Related tickets tab on the case details page.     However, there will be no changes to the existing relationship of the deactivated ticket type with cases. For example, if you deactivate the Change menu item, any change requests already related to existing cases will remain unchanged.

If necessary, you can activate the deactivated menu item later.

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*