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.

Updating configurations to send and receive data from custom BMC Helix ITSM fields

BMC Helix Multi-Cloud Broker allows you to send and receive the data of fields defined in  BMC Helix ITSM for any feature that involves BMC Helix ITSM.  If you need to send or receive data to an incident, change, or problem field that is not available in the Ticket Brokering Library, you can add it to the Incident, Change, or Problem record definition as a customization. You must then update the connector, flow, and process configuration so that data of the BMC Helix ITSM field can be sent to a third-party application or data from the application can be received to the BMC Helix ITSM field. 

mapITSMField.png

Update the following feature configuration to be able to use the BMC Helix ITSM field in your field mappings:

  1. Add the BMC Helix ITSM field to the appropriate record definition in BMC Helix Innovation Suite.  In the Field ID, make sure you enter a value greater than 536870912.
    For example, we add the Incident Owner field to the Incident Management record definition. For more information about modifying a record definition to add fields see, Adding fields to a record definition.

  2. To make the custom field available in the updated schema and for selection when mapping field values, generate a custom schema for the Multi-Cloud connector.
    1. Log in to BMC Helix Integration Studio. 
    2. Navigate to Catalog and click Connectors.
    3. Select the Multi-Cloud connector, and click Custom Fields in the Configuration pane.
      You might need to click the arrow on the ribbon in the lower section of the screen to open the Configuration pane.
    4. Identify the connector configuration that includes the custom field and click Generate or Re-Generate.
      For example, generate the schema for the BMC Helix ITSM server for which the custom field was created. 
  3. To add field mappings to the custom field, update the flow associated with the integration.
    1. In BMC Helix Integration Service, navigate to My Flows and click the flow associated with the integration.
      For example, to include the custom field that was created for an Incident record, select the Create Brokered Incident flow.

    2. Create a copy of the flow, so that the custom fields are available to use. 

      Important

      The custom field is displayed only in a new flow created from the existing flow.

    3. Open the new flow and navigate to the Details tab.
    4. Click Field Mapping, locate the custom field and map it to the field.
      For example, select the Incident Owner field and map it to a field in the third-party application. 
  4. To update the field mappings for the custom field in the connector process, update the connector process of the third-party application.
    The connector process enables BMC Helix Integration Service to share data of the custom field between BMC Helix ITSM and third-party application.
    1. Log in to BMC Helix Innovation Studio.
    2. On the Workspace tab, click Ticket Brokering Library.
    3. Under Processes, select the connector process for BMC Helix ITSM or for the third-party application.
      For our example, select the Connector Process for ITSM.
    4. Select the appropriate element from the Connector Process, and update the Field Mapping for the custom field. 
      For our example, select the Create Incident element, and map the Incident Owner field to the same field that it was mapped to in the flow in step 3. 
    5. Save the process. 

Data from the custom field can now be passed between BMC Helix ITSM and the third-party application.

 

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