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

List of connectors for integration with multiple instances of BMC Helix ITSM

You need to configure the following connectors when setting up integration between BMC Helix ITSM and Vendor BMC Helix ITSM. These connectors are integration points for the respective applications. For instance, to send the data from BMC Helix Multi-Cloud Brokerto BMC Helix ITSM, you need to create a flow from the Multi-Cloud connector to BMC Helix ITSM/Remedy connector.

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.

List of flows for integration with multiple instances of BMC Helix ITSM

You can configure the following flows when setting up integration between BMC Helix ITSM and Vendor BMC Helix ITSM. Each flow is self descriptive, for example, to broker an incident from BMC Helix ITSM to your instance of BMC Helix ITSM, you must configure the Create Brokered Incident flow.

Create Brokered Incident

• 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 Incident from Vendor

• Trigger
  Retain the values that are available out-of-the-box.

• Field Mapping
  Retain the values that are available out-of-the-box

Sync Vendor ITSM incident

• Trigger
  Retain the values that are available out-of-the-box.

• Field Mapping
  Retain the values that are available out-of-the-box

Sync Vendor ITSM incident worklog

• Trigger
  Retain the values that are available out-of-the-box.

• Field Mapping
  Retain the values that are available out-of-the-box

Sync Vendor ITSM Incident Worklog

• Trigger
  Retain the values that are available out-of-the-box.

• Field Mapping
  Retain the values that are available out-of-the-box

Create Incident Activity Note

• Trigger

  Field	Value
  Shared with Vendor	True

• Field Mapping

  Do not change the following out-of-the-box field mappings.

  Field	Value
  post_type	comment#vendor
  ticketNumber	Incident Number
  Attachment Object 1.name	Attachment 1 filename
  Attachment Object 1.content	Attachment 1
  Attachment Object 2.name	Attachment 2 filename
  Attachment Object 2.content	Attachment 2
  Attachment Object 3.name	Attachment 3 filename
  Attachment Object 3.content	Attachment 3

  Warning

  Important

  You can change the out-of-the-box field mapping for the text field. The default value is set to Notes.

  However, BMC recommends that you retain the existing mapping.

Create Incident Activity Note with Author flow (Remedy 9.1.06 or later)

• Trigger

  Field	Value
  Shared with Vendor	True

• Field Mapping

  Do not change the following out-of-the-box field mappings.

  Field	Value
  post_type	comment#vendor
  ticketNumber	Incident Number
  Author	Full name
  Attachment Object 1.name	Attachment 1 filename
  Attachment Object 1.content	Attachment 1
  Attachment Object 2.name	Attachment 2 filename
  Attachment Object 2.content	Attachment 2
  Attachment Object 3.name	Attachment 3 filename
  Attachment Object 3.content	Attachment 3

  Warning

  Important

  You can change the out-of-the-box field mapping for the text field. By default, the value is set to Notes.

  However, BMC recommends that you retain the existing mapping.

By default, the Create Incident Activity Note flow is used. Instead of the default flow, if you want to use the Create Incident Activity Note with Author flow, you must make changes to the flow.

For more information about using the flow, see Updating flows.

Resolve Incident

• Trigger

  Field	Value
  Service	Specify the name of the Remedy Business Service for incident brokering in the Service field: . Important: Business Service is the value that you provide when specifying the Technology Provider while configuring vendor data
  Status	Set status to one of the following values: Resolved Closed Cancelled

• Field Mapping

  Do not change the following out-of-the-box field mappings.

  Field	Value
  Status	Status
  incidentNumber	Incident Number

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.
  

List of connector targets for integration with multiple instances of BMC Helix ITSM

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