Configuring webhook condition parameters for integration templates
The integration templates in BMC Helix Multi-Cloud Broker use webhook condition parameters to filter BMC Helix ITSM tickets and call specific APIs for a third-party application. You can change the default values of the webhook condition parameters for integration templates. By default, the webhook condition parameter for these templates is set to the following category types:
- Resolution Category Tier 2—Set for templates that use BMC Helix ITSM incidents.
This category type is used to define the categorization of tickets based on the resolution type. It contains the third-party application name for which a BMC Helix ITSM ticket is created. - Operational Category Tier 2—Set for templates that use BMC Helix ITSM change requests, work orders, known errors, and problem investigations.
This category type is used to define the categorization of tickets based on the required services or changes. It contains the third-party application name for which a BMC Helix ITSM ticket is created.
The following table lists the values that are mapped out of the box with the resolution category and operational category tiers:
Resolution category tier | Operational category tier | Value | Example |
|---|---|---|---|
Tier 1 | Tier 1 | Request | Request |
Tier 2 | Tier 2 | Third-party application name | Jira |
Tier 3 | Tier 3 | Third-party application ticket type | Bug |
When you create a BMC Helix ITSM ticket, you specify the resolution category or the operational category, and then, the ticket is brokered to the required third-party application.
The following image shows an example of the Resolution Category field during the creation of a BMC Helix ITSM incident:
To set a webhook condition parameter for an incident-based template
- Log in to BMC Helix Innovation Studio.
- On the Workspace tab, click Ticket Brokering Library.
- From the Processes tab, open Incident Operations.
The process designer console is displayed.
- On the canvas, click the Set Webhook Parameter From Resolution Category element.
- In the Properties pane, click Element Properties
. - In the OUTPUT MAP section, edit the Source field.
- In the Edit Expression dialog box, perform the following steps and click OK:
- In the Expression for Source section, remove the Resolution Category Tier 2 value that is selected by default.
- From the Process Variables list, expand HDP Help Desk Record, add the field that you want to set for the webhook condition parameter.
For example, refer to the following image:
- Save the process.
To set a webhook condition parameter for a template based on other BMC Helix ITSM tickets
To set a different field as the webhook condition parameter for integration templates based on change requests, work orders, known errors, and problem investigations, perform the following steps:
- Log in to BMC Helix Innovation Studio.
- On the Workspace tab, click Ticket Brokering Library.
- From the Processes tab, open a process based on the integration template for which you want to set the parameter; see Value mapping
- On the canvas, click the element that represents the create activity; see Value mapping.
- In the Properties pane, click Element Properties .
- In the INPUT MAP section, edit the Webhook Condition Parameter field.
For example, refer to the following image:
- In the Edit Expression dialog box, perform the following steps and click OK:
- In the Expression for Source section, remove the Categorization Tier 2 value that is selected by default.
- From the Process Variables list, expand a group based on the process you selected, and add the field that you want to set for the webhook condition parameter; see Value mapping.
- Save the process.
Type of value to add in a field set as the webhook condition parameter
After you set a field as the webhook condition parameter, that field must contain one of the following values while creating a BMC Helix ITSM incident:
- thirdpartyapplicationname, if you use a single instance of that third-party application
- thirdpartyapplicationname.instance name, if you use multiple instances of that third-party application
The third-party application name is the ticketing technology provider name you provided while configuring the third-party application metadata. The instance name is the name of the third-party application instance you provided while configuring the third-party application metadata.
You are integrating BMC Helix ITSM incidents and ServiceNow incidents. You set Description as the webhook condition parameter for incident-based templates. While configuring the ServiceNow metadata, you have provided the Ticketing Technology Provider name as ServiceNow and the Instance Name value as SNOW1.
While creating a BMC Helix ITSM incident for a ServiceNow incident, the agent must enter the following value in the Description field:
ServiceNow.SNOW1
The following image shows an example of the Ticketing Technology Provider field value and the Instance Name field value defined in the vendor metadata:
To add a selection for the Resolution Category or Operational Category field
You can add selections for resolution categories and operational categories to suit your business needs. For steps to add the selections, see Defining-categorizations-to-broker-BMC-Helix-ITSM-tickets.