Supported Platforms and Integrations
The Field Service Management solution is designed to operate seamlessly across a wide range of modern technology platforms, ensuring accessibility, flexibility, and reliable performance for both end users and field technicians. The system supports industry-standard web browsers, current desktop operating systems, and fully featured mobile applications for iOS and Android. In addition, FSM integrates with leading identity providers, enterprise applications, monitoring tools, and reporting platforms, enabling secure authentication, robust data exchange, and real-time operational visibility. Together, these supported technologies ensure that organisations can deploy FSM within their existing IT landscape while leveraging the full capabilities of the solution.
As per the system requirements, the Field Service Management solution wll support the following technology platforms, tools and features.
| Category | Subcategory / Feature | Details / Supported Items |
|---|---|---|
| End User Web Access | Browsers (latest versions) | Google Chrome, Microsoft Edge (Chromium-based), Mozilla Firefox, Apple Safari (macOS / iOS) |
| Operating Systems | Microsoft Windows 10 & 11, Apple macOS (latest 2 versions) | |
| Mobile | Mobile Devices (FSM Field App with MobileReach) | iOS (latest 2 versions, e.g., iOS/iPadOS 16, 17), Android (latest 2 major versions, e.g., Android 13, 14) |
| Mobile Device Features Supported | GPS & Location tracking, Camera (photo capture), Barcode/QR scanning, Offline mode with data sync | |
| Supported Integrations | Single Sign-On (SSO) / Federation | SAML 2.0, OpenID Connect (OIDC), Integration with leading IdPs: Microsoft Azure AD, Okta, Ping Identity, ADFS |
| Multi-Factor Authentication (MFA) | Supported via IdP policies | |
| Email and Messaging | Outbound/Inbound email via Microsoft 365 / Exchange Online, Gmail / Google Workspace, On-premise Exchange (SMTP/IMAP/POP3); Notifications & alerts via email, SMS (approved gateway), MS Teams, Slack | |
| Enterprise Integrations | APIs | REST APIs (standard for Helix FSM and ITSM), SOAP (legacy support if required) |
| File Based | CSV, Excel, XML import/export | |
| Data / Integration Tools Supported | BMC Helix iPaaS (powered by Jitterbit), Webhooks (event-driven), Direct connectors for ServiceNow, Salesforce, Jira, SAP, Workday (via iPaaS) | |
| Monitoring and Event Management | Native Integration | BMC Helix Operations Management, BMC Helix Discovery & CMDB |
| API-level Integrations | Splunk, Dynatrace, ServiceNow Event Mgmt, SolarWinds | |
| Reporting and Analytics | Native | Helix Smart Reporting / Helix Dashboards |
| Integration with External BI Tools | Power BI, Tableau, Qlik |