Adding Helix ITSM Connection ID to automated processes to create work orders or incidents in BMC Helix ITSM from cases

BMC Helix Business Workflowsprovides out-of-the-box case templates to integrate with BMC Helix ITSM. The case templates include automated task processes that are triggered to create a corresponding work order or an incident in BMC Helix ITSM. When an incident or work order is created, the External System Request ID and External System Details fields are populated in the cases.

Before you can use the case templates, you must copy the out-of-the-box case templates to your line of business and then modify the automated task processes. You can then start using the case templates to create cases in BMC Helix Business Workflows. Any comments that you add in the tasks are then automatically seen in the corresponding work order or incident in BMC Helix ITSM.

Out-of-the-box case templates to create work orders or incidents in BMC Helix ITSM from BMC Helix Business Workflows

BMC Helix Business Workflowsprovides the following case templates for the integration:

Case template	Automated task template
BWF - ITSM Incident Management Integration	Incident Using Automated Task
BWF - ITSM Work Order Integration	Work Order using Automated Task

Process to integrate BMC Helix Business Workflows with BMC Helix ITSM

The following image shows how BMC Helix Business Workflows integrates with BMC Helix ITSM:

Before you begin

Before you can integrate BMC Helix Business Workflows with BMC Helix ITSM, configure the BMC Helix Connector Connection in BMC Helix Digital Workplace Catalog. Learn how to do that in Configuring service connectors.

Task 1: To copy the out-of-the-box case templates to your line of business

The first step to integrate BMC Helix Business Workflows with BMC Helix ITSM is to copy the following out-of-the-box case templates to your custom line of business:

BWF - ITSM Work Order Integration
BWF - ITSM Incident Management Integration

When you copy the case templates, corresponding task templates, and processes are automatically copied. Learn how to copy the case template to your line of business in Creating and reusing out-of-the-box content use cases for lines of business.

After copying the templates successfully, proceed to the next step of modifying the automated task processes.

Task 2: To modify the automated task process

As a case business analyst, open the line of business to which you've copied the case templates.
Open the Work Order Using Automated Task template.
Change the status of the task template to Draft.
Click Edit Process.
Select the Create Work Order with Identifiers element in the process.
In the Input Parameters, edit the Connection ID.
Map all required fields for the work order.
Save the process and close it.
Change the status of the task template to Active and click Save.
Open the Incident Using Automated Task template.
Change the status of the task template to Draft.
Click Edit Process.
Select the Create Incident with Identifiers element in the process.
In the Input Parameters, edit the Connection ID.
Map all required fields for the incident.
Save the process and close it.
Change the status of the task template to Active and click Save.

Automatic updates to work orders and incidents

After the automated task process is modified, work orders or incidents are automatically created and updated in BMC Helix ITSM in the following conditions:

Action in BMC Helix Business Workflows	Result in BMC Helix ITSM
Create cases by using the following case templates: Work order: BWF - ITSM Work Order Integration Incident: BWF - ITSM Incident Management Integration Learn how to create a case by using a case template in Creating cases from the Create Case page.	Corresponding work order or incident is created.
To add notes to the task activity feed, populate the following details in the task record: External System Request ID BMC Helix ITSM work order or incident template form name in External System Details The details of the object stored in the External System Details are as follows: {"Form Name": null, "Work Info Form Name": null, "Record ID": null} Form Name - Stores the fully qualified Work Order/Incident form name Work Info Form Name - Stores the fully qualified work log form name Record ID - Stores the GUID of Work Order/Incident A case agent adds notes to the task activity. Learn how to add notes in the task in Updating tasks and tracking progress. Important: 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.	The Add Social Post from Task to ITSM Request process is called. Data is stored in the corresponding work log form. The comment is automatically displayed in the work order or incident.

Action in BMC Helix Business Workflows

Result in BMC Helix ITSM

Create cases by using the following case templates:

Work order: BWF - ITSM Work Order Integration
Incident: BWF - ITSM Incident Management Integration

Learn how to create a case by using a case template in Creating cases from the Create Case page.

Corresponding work order or incident is created.

To add notes to the task activity feed, populate the following details in the task record:

External System Request ID
BMC Helix ITSM work order or incident template form name in External System Details
The details of the object stored in the External System Details are as follows:
{"Form Name": null, "Work Info Form Name": null, "Record ID": null}
- Form Name - Stores the fully qualified Work Order/Incident form name
- Work Info Form Name - Stores the fully qualified work log form name
- Record ID - Stores the GUID of Work Order/Incident

A case agent adds notes to the task activity. Learn how to add notes in the task in Updating tasks and tracking progress.

Important: 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.

The Add Social Post from Task to ITSM Request process is called.
Data is stored in the corresponding work log form.
The comment is automatically displayed in the work order or incident.

Result of closing a work order or incident

After an agent completes working on a work order or incident, the agent closes the work order or incident. The corresponding task in BMC Helix Business Workflows is automatically marked as resolved. Learn how to complete a work order or incident in Closing work orders and Reviewing and changing the status of an incident request.