Data security management via integrations between BMC Helix ITSM and third-party applications
Data security is an essential component of any organization. Organizations utilize the services of security vendors to identify potential threats and data breaches. The security vendors monitor the data on the enterprise and cloud infrastructure and provide information whenever there is a risk to data. When a risk is identified, the next step is to address the issue. BMC Helix Multi-Cloud Broker provides prebuilt integration between BMC Helix ITSM and security vendors; for example, IBM QRadar Security Information and Event Management (SIEM), to address such security challenges.
Benefits of data security
Configuring BMC Helix Multi-Cloud Broker with third-party security applications provides the following benefits:
- When a ticket is generated in a third-party application, an incident is created in BMC Helix ITSM.
- Notifications for status updates are sent so that status changes in incidents are synchronized between BMC Helix ITSM and the third-party application.
- Notes in the BMC Helix ITSM incident and the third-party application ticket are updated.
Components used to create tickets
BMC Helix Multi-Cloud Broker supports BMC Helix iPaaS, powered by Jitterbit and BMC Helix Integration Service as the underlying integration technologies. These technologies contain different components that you can configure for an integration, as shown in the following images:
Learn about BMC Helix iPaaS, powered by Jitterbit and its components in BMC-Helix-iPaaS-powered-by-Jitterbit-overview.
Learn about BMC Helix Integration Service and its components in BMC-Helix-Integration-Service-overview.
How incidents are consolidated into BMC Helix ITSM by using BMC Helix iPaaS, powered by Jitterbit
The following image shows an example of how BMC Helix Multi-Cloud Broker uses BMC Helix iPaaS to create a BMC Helix ITSM incident from a third-party application ticket:
How incidents are consolidated into BMC Helix ITSM by using BMC Helix Integration Service
The following image shows an example of how BMC Helix Multi-Cloud Broker uses BMC Helix Integration Service to create a BMC Helix ITSM incident from a third-party application ticket:
How status and activity notes are updated in BMC Helix Multi-Cloud Broker
The following table lists the events that update the status and activity notes:
Event type | Event | Result |
|---|---|---|
Addition of a comment | A service desk agent adds a comment to the incident ticket in Smart IT and clicks Share with IBM QRadar. | The comment is added to the third-party application ticket. |
A comment is added to a third-party application ticket. | Smart IT displays the comment as an activity note for the corresponding incident. | |
Updates to a field (For fields mapped when you specify the technology provider and field mapping during third-party application data configuration) | A field is updated in BMC Helix ITSM. | BMC Helix Multi-Cloud Broker updates the corresponding third-party application ticket with a comment listing the field name with the new and existing values. |
Fields in the third-party application ticket are updated. | Updates are reflected in the corresponding BMC Helix ITSM incident fields. | |
Updates to a ticket status | A third-party application ticket is closed. | The corresponding BMC Helix ITSM incident is marked as resolved, based on the option you select during the third-party application data configuration. |
An BMC Helix ITSM incident is Canceled, Closed, or Resolved. | The corresponding third-party application ticket is Closed. | |
Status changes to a third-party application ticket except for Jira. | Changes are reflected as an activity note on the BMC Helix ITSM incident. For Jira, you can map the fields between BMC Helix ITSM and Jira to keep them in sync. For details about syncing field values between Jira and BMC Helix ITSM, see:
For other third-party applications, status changes are communicated through addition of activity notes. |
Activity notes display the third-party application ticket numbers and the author of the note.
The following table lists the different formats in which an activity note can be displayed:
From where a ticket is created | Format of the activity note |
|---|---|
From a third-party application to BMC Helix ITSM | Note added from <vendor> ticket <vendor ticket id as URL> by <vendor user first last names> |
From BMC Helix ITSM to third-party application | ITSM user <ITSM user first last name>, added a work note: <work note text> |
Supported integrations
The following table lists available data security integrations between BMC Helix ITSM and third-party applications:
Where to go from here