Customizing BMC Helix iPaaS integrations

As an administrator, you can use BMC Helix iPaaS, powered by Jitterbit to integrate BMC Helix ITSM and vendor applications. You use the out-of-the-box integration templates that are available for supported integrations and deploy them to your BMC Helix iPaaS environment. The integration templates contain predefined project variables that you update based on your system details. The project variables help you establish a connection and data transfer between BMC Helix ITSM and a vendor application.

Out of the box, the basic fields between BMC Helix ITSM and vendor applications are mapped so that you can start integrating the applications, without having to map the basic fields. However, you can map any custom fields from a vendor application to BMC Helix ITSM by adding the custom fields in BMC Helix Multi-Cloud Broker and then mapping them with BMC Helix ITSM fields.

Task 1: To add a corresponding field in BMC Helix Multi-Cloud Broker

After you add a custom field in your vendor application, you add a corresponding field in BMC Helix Multi-Cloud Broker.

1. Log in to BMC Helix Multi-Cloud Broker.
2. On Workspace, open Ticket Brokering Library.
3. On the Records tab, open the record with which you want to integrate your vendor ticket.
   For example, open the Incident record.

4. Click New field and complete the details.
   To know more about entering the details, see Creating or modifying regular record definitions.

Task 2: To synchronize a custom field between vendor application and BMC Helix Multi-Cloud Broker

After you add a field in BMC Helix Multi-Cloud Broker corresponding to the custom field, you synchronize the two fields.

1. Log in to BMC Helix iPaaS.
2. Select your organization and environment in which you have imported the integration template.
3. Open the required template.
   For example, open Sync_BMC_Helix_ITSM_incident_and_Atlassian_Jira_issue.json integration template.
4. On the Workflows tab, open the workflow for vendor to BMC Helix Multi-Cloud Broker.
   For example, open Jira Issue to MCSM Incident.
5. Under the main workflow, open the workflow to create a record in BMC Helix Multi-Cloud Broker.
   For example, open Create MCSM Incident.
6. Select the transformation that creates a BMC Helix Multi-Cloud Broker record from a vendor ticket and click View/Edit.
   For example, click Jira Issue to Incident Create.
7. Open the field with which you want to map the custom field, and add the custom field in the script.
   For example, you open McsmIncCustomField and add the CustomLabel field in the script.
   You can also perform this synchronization for a workflow to update a BMC Helix Multi-Cloud Broker record from a vendor application ticket.
   After you complete this mapping and run the integration, the mapped field is displayed in the relevant record in Ticket Brokering Library. For example, the mapped CustomLabel field is displayed in the incident record in Ticket Brokering Library.

Task 3: To map a custom field from BMC Helix Multi-Cloud Broker to BMC Helix ITSM

After you synchronize the fields between a vendor application and BMC Helix Multi-Cloud Broker, you must synchronize the fields between BMC Helix Multi-Cloud Broker and BMC Helix ITSM as well.

(Optional) Task 3.a: To match a field index between BMC Helix Multi-Cloud Broker and BMC Helix ITSM

You must perform this task only if you want to map any selection type of custom or out of the box fields whose indexes do not match in BMC Helix Multi-Cloud Broker and BMC Helix ITSM.

1. Log in to BMC Helix Innovation Studio.
2. On Workspace, click Ticket Brokering Library.
3. On the Processes tab, select Remedy ITSM Operations and then click Edit.
4. On the process designer canvas, select the Prepare values element for the required ticket type.
   For example, select Prepare Incident Values.
5. In Properties, in Name, select the required selection type of field that you want to map.
   By default, the Priority field is selected.
6. In Source, compute the index of the selection field so that the index of the field in BMC Helix Multi-Cloud Broker and BMC Helix ITSM matches.

Task 3.b: To map a custom field between BMC Helix Multi-Cloud Broker and BMC Helix ITSM

1. Log in to BMC Helix Innovation Studio.
2. On Workspace, click Ticket Brokering Library.
3. On the Processes tab, select Remedy ITSM Operations and then click Edit.
4. On the process designer canvas, select the element to create an ITSM ticket for the required ticket type.
   For example, select Create ITSM Incident.
5. In Properties, on the Elements tab, click Add/Remove Input Map Fields and add the required custom field from the available list.
   For example, add the CustomLabel field.
6. Click Edit next to the custom field that you added.
   The Edit Expression dialog box is displayed.
7. On the Edit Expression dialog box, under Available Values, expand the ticket type for which you are mapping the custom field.
   For example, expand Incident Record.
8. From the ticket type that you expanded, add the custom field.
   For example, from Incident Record, add CustomLabel.
9. Click OK.
10. On the process designer, click Save.
    You can perform the same steps for the updating the BMC Helix ITSM tickets. To do this, in step 4, select an element that updates a BMC Helix ITSM ticket. For example, select Update ITSM Incident.

Task 4: To map a custom field from BMC Helix ITSM to BMC Helix Multi-Cloud Broker

You can create a custom field in BMC Helix ITSM and map it with the vendor ticket field.

(Optional) Task 4.a: To match a field index between BMC Helix ITSM and BMC Helix Multi-Cloud Broker

You must perform this task only if you want to map any selection type of custom or out of the box fields whose indexes do not match in BMC Helix ITSM and BMC Helix Multi-Cloud Broker.

1. Log in to BMC Helix Innovation Studio.
2. On Workspace, click Ticket Brokering Library.
3. On the Processes tab, select any of the following operations and then click Edit:
   
   • Incident Operations
   • Change Operations
   • Known Error Operations
   • Problem Operations
   • Work Order Operations
4. On the process designer canvas, select the Prepare values element for the required ticket type.
   For example, select Prepare Incident Values.
5. In Properties, in Name, select the required selection type of field that you want to map.
   By default, the Priority field is selected.
6. In Source, compute the index of the selection field so that the index of the field in BMC Helix Multi-Cloud Broker and BMC Helix ITSM matches.

Task 4.b: To map a custom field between BMC Helix ITSM and BMC Helix Multi-Cloud Broker

1. Log in to BMC Helix Innovation Studio.
2. On Workspace, click Ticket Brokering Library.
3. On the Processes tab, select any of the following operations and then click Edit:
   
   • Incident Operations
   • Change Operations
   • Known Error Operations
   • Problem Operations
   • Work Order Operations
4. On the process designer canvas, select the element to create a ticket for the required ticket type.
   For example, select Create Incident.
5. In Properties, on the Elements tab, click Add/Remove Input Map Fields and add the required custom field from the available list.
   For example, add the CustomITSMLabel field.
6. Click Edit next to the custom field that you added.
   The Edit Expression dialog box is displayed.
7. On the Edit Expression dialog box, under Available Values, expand the ticket type for which you are mapping the custom field.
   For example, expand Incident Record.
8. From the ticket type that you expanded, add the custom field.
   For example, from Incident Record, add CustomITSMLabel.
9. Click OK.
10. On the process designer, click Save.
    You can perform the same steps for the updating the vendor tickets. To do this, in step 4, select an element that updates a ticket. For example, select Update Incident Values.