This documentation supports the 23.3 and consecutive patch versions of BMC Helix Multi-Cloud Broker.To view an earlier version, select the version from the Product version menu.

Incident brokering for multiple third-party applications

When utilizing cloud services from multiple providers, organizations face the challenge of submitting requests in various issue tracking systems. BMC Helix Multi-Cloud Broker enables you to manage incidents for multiple third-party applications by using BMC Helix ITSM.


Scenario

Scenario

Apex Global uses the Salesforce Chatter service for collaboration among employees within their organization. An employee experiencing connection issues with Chatter creates an internal service desk ticket. The incident is assigned to Mary, who is a service desk agent. On closer examination, Mary concludes that the issue needs to be reported to the cloud service provider for resolution. Mary updates the ticket to match the pre-defined trigger criteria and the incident is automatically brokered to Salesforce.

The following conditions apply to this scenario:

  • Mary uses BMC Helix ITSM for incident management.
  • A ticket needs to be created with Salesforce Service Cloud.


Workflow

Apex Global implements their requirements by using BMC Helix Multi-Cloud Broker:

Product

User

Action

Reference

BMC Helix Multi-Cloud Broker

 Administrator 

Set up BMC Helix Multi-Cloud Broker to integrate BMC Helix ITSM with Salesforce.

BMC Helix Multi-Cloud Broker

 Administrator 

Set up the required trigger conditions for the third-party application ticket creation.

BMC Helix ITSM

Service agent

Create a BMC Helix ITSM incident.

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Results

After Apex Global performs the tasks to integrate BMC Helix ITSM with Salesforce, incidents created in BMC Helix ITSM are synchronized to Salesforce Service Cloud in the following ways: 

  1. BMC Helix Multi-Cloud Broker validates the trigger conditions and creates a ticket with Salesforce Service Cloud.
  2. BMC Helix ITSM incident displays the details of the third-party application ticket along with other incident details in the BMC Helix ITSM console.


Benefits

  • Effective ticket management from a single console
  • Easy tracking of ticket data and updates

 

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