ServiceNow integration reference

You can integrate BMC Helix ITSM with ServiceNow to synchronize incidents between the two applications. When an incident is created in BMC Helix ITSM, a corresponding incident is created in ServiceNow ITSM, and the converse is true. You can also synchronize comments and data between the two incidents.

BMC Helix Multi-Cloud Broker, along with BMC Helix iPaaS, powered by Jitterbit provides the Sync_BMC_Helix_ITSM_incident_and_ServiceNow_incident.json integration template that you can use to integrate BMC Helix ITSM with ServiceNow. You configure the integration in BMC Helix Multi-Cloud Broker and deploy the integration template to your BMC Helix iPaaS environment.

List of project variables

The following sections describe the variables that you can update as per your requirements:

BMC Helix iPaaS variables

Project variable	Value
BHIP_API_NAME	The default value of this variable is set to BMCHelixITSMAndServiceNowIncident. If required, you can change the name.
BHIP_API_User_Roles	Specify the organization roles that should have access to the new API. You can add multiple comma separated values. Important: If you do not specify any value, all the organization roles get access to the new API.
BHIP_MCSM_API_Profile_Username	The integration template creates an API in BMC Helix iPaaS to handle requests from BMC Helix Multi-Cloud Broker. Enter the user name that should be used while creating the BMC Helix Multi-Cloud Broker API profile.
BHIP_MCSM_API_Profile_Password	The integration template creates an API in BMC Helix iPaaS to handle requests from BMC Helix Multi-Cloud Broker. Enter the password that should be used while creating the BMC Helix Multi-Cloud Broker API profile.
BHIP_Vendor_API_Profile_Type	The integration templates create APIs to accept requests from a vendor. By default, the value of this variable is APIKEY.
BHIP_Vendor_API_Profile_Username	You need not provide any value for this variable.
BHIP_Vendor_API_Profile_Password	You need not provide any value for this variable.
BHIP_Vendor_API_Profile_ApiKey_Name	The default value is apiKey. If required, you can change the API Key name. Important: Provide a value for this variable, when you select the APIKEY option in BHIP_Vendor_API_Profile_Type.
BHIP_Host	Enter the BMC Helix iPaaS instance URL where you want to run this project.
BHIP_Username	Enter the user name for the BMC Helix iPaaS instance.
BHIP_Password	Enter the password for the BMC Helix iPaaS instance.
Enable_BMC_Helix_To_Vendor_Integration	By default, this variable is enabled. Important: This variable enables the creation of ServiceNow incidents from Helix ITSM incidents, and synchronizes data updates and comments. Add same line as below.
Enable_Vendor_To_BMC_Helix_Integration	By default, this variable is enabled. Important: This variable enables the synchronization of Helix ITSM incidents and ServiceNow incidents, including the synchronization of comments and data. If you do not want to enable the creation of BMC Helix ITSM incident from a ServiceNow incident, you can set this value to false.

ServiceNow variables

Project variable	Value
ServiceNow_Host_URL	Enter the ServiceNow instance URL in the following format: [http/https]://[host name]:[port]
ServiceNow_Username	Enter the user name that enables you to interact with ServiceNow.
ServiceNow_Password	Enter the password for the user name provided.
ServiceNow_Client_Id	Enter the ServiceNow API client ID that is used for the integration template. Get the client ID from ServiceNow and enter it in this variable.
ServiceNow_Client_Secret	Enter the ServiceNow API client secret. Get the client secret from ServiceNow and enter it in this variable.
ServiceNow_Incident_Filter_Condition	Enter the filter condition based on which you want to broker ServiceNow incidents to BMC Helix ITSM. For example, enter short_descriptionSTARTSWITHSnowITSMIncident^priority=2^EQ.

BMC Helix Multi-Cloud Broker variables

Project variable	Value
MCSM_Host	Enter the BMC Helix Multi-Cloud Broker host URL in the following format: [http/https]://[hostname]:[port]
MCSM_Username	Enter the user name that enables users to interact with BMC Helix Multi-Cloud Broker.
MCSM_Password	Enter the password for the provided user name.
MCSM_Vendor_Name	This variable is autopopulated. You must not change the value.

The following variables are inputs from BMC Helix ITSM. Either enter values for these variables or map the appropriate ServiceNow fields if the data is available:

Project variable	Value
ITSM_Company_Name	Enter the company name for which the integration template needs to be run. For example, Calbro Services
ITSM_Customer_First_name	Enter the first name of the BMC Helix ITSM customer.
ITSM_Customer_Last_Name	Enter the last name of the BMC Helix ITSM customer.
ITSM_Incident_Type	Enter any of the following incident types that you want to create: User Service Restoration User Service Request Infrastructure Restoration Infrastructure Event Security Incident