Synchronizing custom field values for integrations
As an administrator, use BMC Helix iPaaS, powered by Jitterbit to integrate BMC Helix ITSM with vendor (third-party) applications. Use the out-of-the-box integration templates that are available for supported integrations and deploy them to your BMC Helix iPaaS environment. The integration templates contain predefined project variables that you update based on your system details. The project variables help you establish a connection and data transfer between BMC Helix ITSM and a third-party application. Out of the box, some fields between BMC Helix ITSM and third-party applications are mapped so that you can start integrating the applications. However, you can map custom fields between BMC Helix ITSM and a third-party application.
Process overview
The following image shows the steps to map a custom field in third-party application with a BMC Helix ITSM field:
The following image shows the steps to map a custom field in BMC Helix ITSM with a field in the third-party application:
Mapping a custom field from a vendor (third-party) application to BMC Helix ITSM
Perform the following tasks to map a custom field from a third-party application to a BMC Helix ITSM field. Also, in the third-party application field mapping for the required BMC Helix ITSM ticket type, update the fields in the Remedy to Vendor Sync Fields or Vendor to Remedy Sync Fields section. This ensures that the mapped fields are updated when you update tickets.
Action | Reference |
|---|---|
Add a custom field in the third-party application | In your third-party application, add the required type of custom field. To learn about the steps to add a custom field, refer to the documentation of the third-party application that you use. |
Add a corresponding field in the BMC Helix Innovation Studio record definition | |
Map the custom third-party application field with the BMC Helix Innovation Studio field | |
Create a corresponding field in BMC Helix ITSM | |
Map the field in the BMC Helix Innovation Studio record definition with the BMC Helix ITSM field |
Mapping a custom field from BMC Helix ITSM to a vendor (third-party) application
Perform the following tasks to map a custom field from BMC Helix ITSM with a field in a third-party application.
Action | Reference |
|---|---|
Add a custom field in BMC Helix ITSM | |
Add a corresponding field in the BMC Helix Innovation Studio record definition | |
Map the custom BMC Helix ITSM field with the BMC Helix Innovation Studio field | |
Create a corresponding field in the third-party application | In your third-party application, add the required type of custom field. To learn about the steps to add a custom field, refer to the documentation of the third-party application that you use. |
Map the field in the BMC Helix Multi-Cloud Broker record definition in BMC Helix Innovation Studio with the BMC Helix ITSM field |