This documentation supports the 22.1 and consecutive patch versions of BMC Helix Multi-Cloud Broker.To view an earlier version, select the version from the Product version menu.

BMC Helix Multi-Cloud Broker 22.1

BMC Helix Multi-Cloud Broker 22.1

BMC Helix Multi-Cloud Broker is an add-on offering for BMC Helix ITSM that enables organizations to effectively manage IT services in a hybrid, multi-provider environment. It provides out-of-the-box integrations to address advanced service management challenges related to cloud services and to enable DevOps teams to work seamlessly with multiple applications.

Release notes and notices Updated 18 Apr 2024

Learn what’s new or changed for BMC Helix Multi-Cloud Broker 22.1, including new features, urgent issues, documentation updates, and  fixes or patches.

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Support-informationBMC Helix Integration Service Release notes and notices


Date

Summary

Reference

April 17, 2024

The following templates have been upgraded to support automatic synchronization of ticket details and status updates between BMC Helix ITSM and Jira:

August 30, 2023

August 14, 2023

Patch 7 for version 22.1 is a maintenance patch only.

July 5, 2023

Patch 6 for version 22.1 is available for on-premises customers.

June 7, 2023

Enhancements available in this release:

March 24, 2023

Integrate BMC Helix ITSM work orders, known errors, and problem records with on-premises instances of Jira.

January 13, 2023

Integrate BMC Helix ITSM incidents and change requests with on-premises instances of Jira. 

See also Known-and-corrected-issues for the list of fixed defects.

October 10, 2022

BMC Helix Multi-Cloud Broker version 22.1.02 is a maintenance only patch.

September 2, 2022

July 29, 2022

Enhancements available in this release:

October 04, 2021

Enhancements available in this release:


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Performing preconfiguration tasks

As a tenant administrator, perform the preconfiguration tasks before setting up BMC Helix Multi-Cloud Broker.

Setting up and going live

As a tenant administrator, set up an end-to-end integration between BMC Helix ITSM and a cloud service provider.

Configuring BMC Helix Multi-Cloud Broker

As a tenant administrator, refer this section to learn about integrating with vendor applications by using BMC Helix iPaaS, powered by Jitterbit and BMC Helix Integration Service.

Administering

As a tenant administrator, assign user roles and permissions, and update configurations post upgrade.

Integrating

As a tenant administrator, integrate custom connectors, and perform custom integrations.

Troubleshooting

As a tenant administrator, resolve common issues or errors, review logs, or contact Support.

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The following list displays the topics that contain videos that supplement or replace the text-based documentation:

FAQs

This section contains a list of frequently asked questions and common use cases for BMC Helix Multi-Cloud Broker features.

How are activity notes and status updated in BMC Helix Multi-Cloud Broker?

For incident brokering:

  • When a service desk agent adds a comment to an incident in BMC Helix ITSM: Smart IT and clicks Share with AWS/Salesforce, the comment is added to the vendor ticket.
  • When a field is updated in BMC Helix ITSM, BMC Helix Multi-Cloud Broker updates the corresponding vendor ticket with a comment listing the field name with the new and existing values. BMC Helix Multi-Cloud Broker adds a comment only for those fields that are mapped when you specify technology provider and field mapping during Vendor data configuration.
  • Any updates to fields in the vendor ticket are reflected in the corresponding BMC Helix ITSM incident fields. This behavior applies to the fields that are mapped when you specify technology provider and field mapping during Vendor data configuration.
  • An BMC Helix ITSM incident is marked as resolved when the vendor ticket is closed based on the option you select when you specify technology provider and field mapping during Vendor data configuration. 
  • When a Case Comment is added to a Salesforce Service Cloud ticket, Smart IT displays the comment as an activity note for the corresponding incident.
  • Status changes to a vendor ticket are reflected as an activity note on the BMC Helix ITSMincident.
  • When an BMC Helix ITSM incident is Cancelled, Closed, or Resolved, the corresponding vendor ticket is Closed.

For DevOps integration:

  • When a service desk agent adds a comment to the BMC Helix ITSM change request or incident (in Smart IT) and clicks Share with Jira/CA Agile Central, the comment is added to the Jira Software or Rally Software (formerly, CA Agile Central) issue.
  • When a developer adds a comment to a Jira issue or user story, the comment is added to the corresponding BMC Helix ITSM change request or incident if the Viewable to all users option is selected in Jira.
  • Any updates to fields in the vendor ticket are reflected in the corresponding BMC Helix ITSM incident fields.
  • Status changes to a vendor ticket are reflected as an activity note on the BMC Helix ITSM incident or change request.

For more information, see the appropriate feature configuration at Configuring-BMC-Helix-Multi-Cloud-Broker.

Can I use BMC Helix Multi-Cloud Broker with Mid Tier?

You can integrate BMC Helix Multi-Cloud Broker with third-party ticketing systems without using BMC Helix ITSM: Smart IT. Instead of the Smart IT console, you can use Mid Tier to view tickets.

If you are using Mid Tier, consider the following information:

  • You cannot view third-party ticket details.
    However, you can view the work logs to verify that tickets are being brokered. 
  • You cannot send an activity note from BMC Helix ITSM to a third-party application ticket.
  • You cannot associate multiple issues (for example, Jira issues) with a single BMC Helix ITSM change request.
  • BMC Helix Multi-Cloud Broker supports all other available features.
What is the main difference between My Service Broker and BMC Helix Multi-Cloud Broker?

The scope of My IT Service Broker, which is now a part of BMC Digital Workplace (Advanced) is limited to brokering service requests whereas BMC Helix Multi-Cloud Broker is focused at brokering other ITSM objects like Incident, Change, among others. It is possible that both solutions may share some connectors provided with BMC Helix Integration Service, their purpose and solution goals remains completely different.

How much development effort does it take to create a new connector that is not OOTB?

The time required to create a new connector would depend on the third-party application you are trying to connect to and the capabilities you want to configure.

BMC Helix Multi-Cloud Broker ships with a couple of out-of-the-box flows for select vendors but there are many other connectors that are available with BMC Helix Integration Service. These connectors could be leveraged to build flows with non-OOTB vendors.

BMC provides a Connector builder that makes connector development easier. Two programming languages are supported to build the connector (broker): javascript and java. The Connector builder will help you to generate the skeleton of the connector codes. After it is generated, you need to implement the business logic to connect to the external application and pull and/or push data to it

Effort would also include getting insight about the external solution's APIs. If the vendor support REST API, it will be much easier.

We just bought a ticket broker tool from a BMC Partner (VIPCON). The Ticket Broker (BGI) will be used to sync incidents and changes between T-Systems cloud and us. How does BMC Helix Multi-Cloud Broker add-on differ from the ticket broker (BGI) of VIPCON? Up to now I think the only different is that the BMC Helix Multi-Cloud Broker add on is a cloud application and BGI is a on premise application. T-Systems use HP Service Manager 9.

Yes, some of our Remedy customers have implemented integration scenarios with different approach, incl. (but not limited to) partner solutions. As our customers move more and more to a multi-provider / multi-cloud approach to IT sourcing and have an increased need to bring DevOps and ITSM solutions closer together, BMC plans to support these uses cases with this OOTB service offering. With a BMC provided solution, we can integrate these use cases better into the user experience. 

Is the BMC Helix Multi-Cloud Broker add-on the same as the project name "Panama" launched two years ago?

Panama is now generally available from BMC and is called BMC Helix Multi-Cloud Broker. You can look at BMC.com and sign-up for free trials of BMC Integration Service. BMC Helix Multi-Cloud Broker application is built using BMC Helix Multi-Cloud Broker. If BMC Helix Multi-Cloud Broker is the Remedy Action Request System platform and BMC Helix Multi-Cloud Broker is ITSM. 

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