Reference for integration between BMC Helix ITSM and BMC Helix Remedyforce by using BMC Helix Integration Service

List of connectors for integration with BMC Helix Remedyforce

You must configure the following connectors when setting up integration with BMC Helix Remedyforce. These connectors are integration points for the respective applications. For instance, to send the data from BMC Helix Multi-Cloud Brokerto BMC Helix Remedyforce, you must configure a flow from Multi-Cloud connector to Remedyforce connector.

List of connectors for integration with Remedyforce

ITSM

• Configuration
  If you are integrating BMC Helix Multi-Cloud Broker with an on-premises instance of BMC Helix ITSM, enter the following values:

  Field	Value
  Site	Select the site that you created for Remedy.
  AR server	Enter the name of your on-premises AR System server.
  AR server port	Enter the port number for your on-premises AR System server.

• Account
  Add a BMC Helix ITSM user account that has permission to view business service requests and permissions to update incidents, change, or problem requests.

Multi-Cloud

• Configuration
  While activating BMC Helix Multi-Cloud Broker, BMC configures the Multi-Cloud connector. Do not modify the default Multi-Cloud connector configuration.

• Account
  BMC sets up the account for the Multi-Cloud connector.
  Click to re-authenticate after you have changed the password for your tenant administrator user account in BMC Helix Multi-Cloud Broker.
  For information about changing the user password, see Creating or modifying People data.

SMTP Email

• Configuration
  To send email notifications for errors, specify values for the following fields:

  Field	Value
  Name	Enter a name for the connector configuration.
  Site	Select the appropriate site for your email server.
  Connection type	Select the type of connection for your email server.

• Account
  Add an email account to be used for sending error notifications.

Remedyforce

• Configuration

  • If you are integrating with an on-premises instance of ITSM, enter values for the following fields:

    Field	Value
    Name	Enter a name for the connector configuration
    Description	Enter a description for the connector configuration
    Site	Select the site required to establish a connection between the Remedyforce application and Integration Service. You can either use the default cloud site or create your own site.
    Number of instances	Use the default value
    Type	Use the default value

  • If you need to integrate with multiple instances of Remedyforce, add a Connector Configuration for each instance.

• Account
  • Add the account of a Remedyforce user who can view and update Remedyforce tickets.
  • If you need to integrate with multiple Remedyforce instances, add an account for each of the Remedyforce instances.

List of flows for integration with BMC Helix Remedyforce

You can configure the following flows when setting up integration with BMC Helix Remedyforce. Each flow is self descriptive, for example to create an incident in BMC Helix ITSM from BMC Helix Remedyforce, you must configure Create Incident from Remedyforce flow.

Send Error Notification

• Trigger

  Field	Value
  Flow Target	Multi-Cloud

• Field Mapping

  Field	Value
  To	Enter the email account that will receive the error notification.
  Subject	Flow Title
  From Important: The value of this field is set to Integration Service.	NA

  Warning

  Important

  You can change the following out-of-the-box field mappings:

  • Subject
  • From

  However, BMC recommends that you retain the existing mappings.
  

Create Incident from Remedyforce

• Trigger

  Field	Value
  External Ticket Ref#	not matches-INC
  Type	equals-Incident

• Field Mapping

  The following values are mapped out-of-the-box:

  Field	Value
  Summary	Category
  Priority	Priority
  Description	Description
  Status	Status
  Urgency	Urgency
  Impact	Impact
  Incident Type	User Service Restoration
  Reported Source	Other
  Vendor Ticket Id	Incident #
  Vendor Ticket Properties	Retain the out-of-the-box mapping
  Webhook Condition Parameter	Remedy

  Warning

  Important

  • In addition to the above out-of-the-box mappings, when creating this flow from the catalog, you must enter Company, Customer First Name, Customer Last Name, and Vendor field values.
  • The Priority value of a BMC Helix ITSM  incident is automatically calculated depending on the values of Impact and Urgency values in BMC Helix ITSM . When you broker a ticket from Remedyforce to BMC Helix ITSM , the priority of the brokered ticket in BMC Helix ITSM might not be the same as was specified in the flow mapping. For instance, when you broker an incident from Remedyforce to BMC Helix ITSM with priority 4, the incident that is created in BMC Helix ITSM will be of priority medium and not low.

Sync Remedyforce Incident

• Trigger

  Field	Value
  Is New	is false
  External Ticket Ref# contains	INC

• Field Mapping

  The following values are mapped out-of-the-box:

  Field	Value
  Status	Status
  Vendor Ticket Id	Incident #
  Vendor Ticket Properties	Retain the out-of-the-box mapping

  Warning

  Important

  In addition to the above out-of-the-box mappings, when creating this flow from the catalog, you must enter the Vendor field value.

Sync Remedyforce Incident Notes

• Trigger

  Field	Value
  Action equals	Notes
  External Ticket Ref# starts with	INC
  Note not matches	"Remedy user,.*, added a work note:"

• Field Mapping

  The following values are mapped out-of-the-box:

  Field	Value
  text	Note
  post_type	comment#remedy
  Author	Staff
  vendorTicketId	Incident #
  commentId	Record ID

  Warning

  Important

  In addition to the above out-of-the-box mappings, when creating this flow from the catalog, you must enter the Vendor field value.

Tag Remedyforce Incident with Remedy Incident Number

• Trigger

  Field	Value
  Condition is	Retain the webhook condition
  Record Event equals	update
  is New	is false
  Remedy Incident Number	is not empty
  Source ID starts with	Select Remedyforce when using this flow from the catalog

• Field Mapping

  Flow target 1 - Multi-Cloud connector

  Field	Value
  Vendor	Remedyforce
  Parent Ticket Id	source ID

  Flow target 2 - Remedyforce connector

  Field	Value
  Incident #	Vendor Ticket Id
  External Ticket Ref#	Remedy Incident Number

Multi-Cloud Worklog to Remedyforce Incident notes

Create Incident Activity Note with Author (Remedy ITSM 9.1.06 or higher)

• Trigger

  Field	Value
  Shared With Vendor equals	True

• Field Mapping

  The following values are mapped out-of-the-box:

  Field	Value
  text	Notes
  post_type	comment#vendor
  ticketNumber	Incident Number
  Attachment Object 1 > name	Attachment 1 filename
  Attachment Object 1 > contents	Attachment 1
  Author	Full Name
  Webhook Condition Parameter	Broker Vendor Name

Create Brokered Incident

For integration between Remedyforce and BMC Helix ITSM, when the value of the Service field is set to Remedyforce, the value of the Webhook Conditional Parameter field is set to Remedyforce.

• Trigger
  In the Service field, specify the name of the Remedy business service for incident brokering. Incidents will not be brokered as expected if you do not specify the Service.
  

  Warning

  Important

  The business service is the Technology Provider value that you specified when you configured the vendor data.

• Field Mapping

  Do not change the value of the following out-of-the-box field mappings:

  Field	Value
  Company	Company
  Service	Service
  incidentNumber	Incident Number

  Warning

  Important

  You can change the following out-of-the-box field mappings:

  • Summary
  • Priority

  However, we recommend that you retain the existing mappings. If you change the Priority field mapping, you need to set the transformations for source and target field values in the flow.

Create Remedyforce Incident

• Trigger

  Field	Value
  Condition is	${webhookContext.466000228} = "Remedyforce"
  Include All Fields is	true
  is New	is true

• Field Mapping

  • Flow Target 1 (Remedyforce)
    The following field mappings are provided out-of-the-box:

    Field	Value
    Description	Summary
    Category Important: The value of this field is set to IT Services.	NA
    External Ticket Ref#	Remedy Incident Number
    Impact Important: The value of this field is set to Impact.	NA
    Incident Type Important: The value of this field is set to Incident.	NA
    Status Important: The value of this field is set to Status.	NA
    Urgency Important: The value of this field is set to Urgency.	NA

  • Flow Target 2 ( BMC Helix Multi-Cloud Broker )
    The following field mappings are provided out-of-the-box:

    Field	Value
    Status Important: The value of this field is set to New.	NA
    Vendor	Webhook Condition Parameter
    Parent Ticket Id	ID
    Parent Ticket Type Important: The value of this field is set to Incident.	NA
    Vendor Ticket Id	Incident#
    Vendor Ticket Properties Name Id LastModifiedDate CreatedBy	Incident# Record ID Last Modified Date Created By

  • Flow Target 3 ( BMC Helix ITSM )
    The following field mappings are provided out-of-the-box:

    Field	Value
    Incident Number	Remedy Incident Number
    Broker Vendor Name	Webhook Condition Parameter

List of connector targets for integration with BMC Helix Remedyforce

When a ticket is brokered from any vendor to BMC Helix ITSM, the ticket data first comes in BMC Helix Multi-Cloud Broker before being sent to BMC Helix Multi-Cloud Broker To send the data from BMC Helix Multi-Cloud Broker to BMC Helix Multi-Cloud Broker, you must configure the MCSM ITSM connector target and set it in the Connector Process ITSM.

MCSM Remedy ITSM

For the MCSM ITSM connector target, define the connection configuration and profile required by the connector process.