Data flow from BMC Helix ITSM to BMC Helix Multi-Cloud Broker

When a ticket is created or updated in BMC Helix ITSM, the system executes the following actions to add the details of the BMC Helix ITSM ticket to the BMC Helix Multi-Cloud Broker record created in the Ticket Brokering Library:

1. Based on the action on the ticket, one of the following filters is executed:

   When	then...
   a ticket is created	the creation guide is executed
   a ticket is updated	the updation guide is executed
   a worklog is added to the ticket	the create <ticketType> worklog guide is executed

   Action	Filter executed
   Ticket created	HPD:<formType>:MCSM_Call_<ticketType>_Creation_Guide
   Ticket updated	HPD:<formType>:MCSM_Call_<ticketType>_Updation_Guide
   Worklog added	HPD:WLG:MCSM_Call_Create_<ticketType>_Worklog_Guide

   where,

   • <formType> indicates the BMC Helix ITSM form based on the type of BMC Helix ITSM ticket to be brokered
   • <ticketType> is the type of the BMC Helix ITSM ticket.

2. The filter checks the value of the Broker Vendor Name, and if the condition matches, executes one of the following filters:

   Value	Description	Filter executed
   Null	The Run If Qualification defined in the creation guide to verify that the ticket has not yet been brokered.	HPD:<formType>:MCSM_On_<ticketType>_Creation
   Not Empty	The Run If Qualification defined in the updation guide to verify that the ticket has been brokered.	HPD:<formType>:MCSM_On_<ticketType>_Updation

3. The filter executed in Step 2 checks the ticket qualification in the CFG:MCSMTicketOperationQualifications form.

4. If the qualifications match, the system executes the Application-Start-Process tool, which triggers the Trigger Ticket Operation process and passes the following parameter values for this process: 

   - Application-Start-Process rx-<process ID> <record ID>= $Record ID$,<TicketTypeID>=<type of ticket>,<recordEventID>=<recordAction>

   where, 

   • <process ID> is rx-8fa5e79c-8003-4819-b378-0e70b581c730 466000016, which is the ID of the Trigger Ticket Operation process
   • <record ID> is the Ticket ID of the BMC Helix ITSM record and is saved to the Record ID field in BMC Helix Multi-Cloud Broker
   • <TicketTypeID> is the type of ITSM ticket; for example, Incident, Change, and is used to trigger the operation for that ticket type in the process.
   • <recordEventID> is the action being performed; for example, CREATE, UPDATE

   Warning

   Important

   The process ID of the Trigger Ticket Operation process is available as a GUID value in the JSON code of the Trigger Ticket Operation process. To view the process ID, navigate to BMC Helix Innovation Suite  > Workspace > Ticket Brokering Library > Processes > Trigger Ticket Operation process and click {} JSON and view the guid parameter value.

   

5. The Trigger Ticket Operation process executes the Trigger <ticketType> Operation, which triggers the <ticketType> Operations process.

   Operation	Description
   Trigger Ticket Operation	Triggers the Trigger <ticketType> Operation process. Trigger <ticketType> Operation included in the Trigger Ticket Operation process
   Trigger <ticketType> Operation	Retrieves the data from the BMC Helix ITSM form for BMC Helix ITSM ticket type and triggers the <ticketType> Operations process. The <ticketType> is defined by the value of the TicketTypeID parameter received by the Trigger Ticket Operation process.
   <ticketType> Operations	Defines the values to be updated in the <ticketType> record in the Ticket Brokering Library. These values are defined in the Update <ticketType> Values activity.

6. The processes transform the BMC Helix ITSM ticket data and create one or both of the following records in Ticket Brokering Library > Records:

   <ticketType>

   Contains the values from the BMC Helix ITSM ticket. The values to be updated in the Ticket Brokering library record are defined in the Update <ticketType> Values activity of the <ticketType> Operations process. Important: Irrespective of whether the ticket has been created or updated in BMC Helix ITSM, a new record is created in the Ticket Brokering Library.  The Sync Vendor Ticket field in the Ticket Brokering library record is set to true to trigger the BMC Helix Multi-Cloud Broker webhook.

   VendorData

   Contains the values of the Map Vendor Data configuration defined in BMC Helix Multi-Cloud Broker. The Vendor Ticket Data field in that record contains the details of the fields included in the <ticketType> record.  Important: For the create operation, this record is created after the ticket is created in the third-party application.