Reference for integration between BMC Helix ITSM and Azure Monitor by using BMC Helix Integration Service

To establish integration with Azure Monitor, configure the following connectors, flows, and connector targets. You need to set up tenant level configurations. BMC Helix Multi-Cloud Brokerprovides out-of-the-box mappings and application level configurations required for the integration. After you complete the integration, you can broker tickets from Azure Monitor to BMC Helix ITSM, update Azure Monitor ticket details from ITSM, and so on. Each flow in the list of flows is essentially a feature that you can use. Depending upon your use case, you might have to configure multiple flows. BMC Helix Multi-Cloud Brokerlogically chains the flows and connector processes to complete the feature.

ITSM

Configuration
If you are integrating BMC Helix Multi-Cloud Broker with an on-premises instance of BMC Helix ITSM, enter the following values:
Field
Value
Site
Select the site that you created for Remedy.
AR server
Enter the name of your on-premises AR System server.
AR server port
Enter the port number for your on-premises AR System server.
Account
Add a BMC Helix ITSM user account that has permission to view business service requests and permissions to update incidents, change, or problem requests.

Field	Value
Site	Select the site that you created for Remedy.
AR server	Enter the name of your on-premises AR System server.
AR server port	Enter the port number for your on-premises AR System server.

Multi-Cloud

Configuration
While activating BMC Helix Multi-Cloud Broker, BMC configures the Multi-Cloud connector. Do not modify the default Multi-Cloud connector configuration.
Account
BMC sets up the account for the Multi-Cloud connector.
Click to re-authenticate after you have changed the password for your tenant administrator user account in BMC Helix Multi-Cloud Broker.
For information about changing the user password, see Creating or modifying People data.

Azure Alerts

Configuration
If you are integrating BMC Helix Multi-Cloud Broker with Azure Monitor, enter the following values:

Field	Value
Name	Enter a name for your connector configuration.
Description	Enter a description for your connector configuration.
Site	Select the site required to establish a connection between Azure Monitor and BMC Helix Integration Service. You can either use the default cloud site or create your own site.
Number of instances	Retain the default value.
WebHook Message Type	Select Basic or Secure. Select the same type when creating actions on Azure alerts in Microsoft Azure.
Azure Tenant Id	Required only when you use a secure webhook method.
Application Id	Required only when you use a secure webhook method.
Application ID URI	Required only when you use a secure webhook method.

SMTP Email

Configuration
To send email notifications for errors, specify values for the following fields:
Field
Value
Name
Enter a name for the connector configuration.
Site
Select the appropriate site for your email server.
Connection type
Select the type of connection for your email server.

Field	Value
Name	Enter a name for the connector configuration.
Site	Select the appropriate site for your email server.
Connection type	Select the type of connection for your email server.

Account
Add an email account to be used for sending error notifications.

List of flows and configuration values for integration with Azure Monitor

You can configure the following flows when setting up integration with Azure Monitor. Each flow is self descriptive, for example, to create an incident in ITSM from Azure Monitor, you must configure Create Incident from Azure Alerts flow.

Create Incident from Azure Alerts

Trigger
Field
Value
Alert Type
Metric, Log, or Activity Log

Field	Value
Alert Type	Metric, Log, or Activity Log

Field Mapping

Do not change the following default field mappings.

Field	Value
Summary	Monitoring Service, Monitor Condition, and so on
Priority	Monitoring Service, Monitor Condition, and so on
Description	Description
Urgency	Severity
Incident Type	User Service Restoration
Vendor Ticket Id	Short Alert Id

Important

While configuring Create Incident from Azure Alerts flow, you can extract the Azure asset name for which the alert is generated by mapping the LogAffected Configuration Item fields and Metric Condition Dimensions fields in the flow, and by adding transformations for the properties of these fields.

Send Error Notification flow

Trigger
Field
Value
Flow Target
Multi-Cloud

Field	Value
Flow Target	Multi-Cloud

Field Mapping
Field
Value
To
Enter the email account that will receive the error notification.
Subject
Flow Title
From
Important: The value of this field is set to Integration Service.
NA
Warning
Important
You can change the following out-of-the-box field mappings:
- Subject
- From
However, BMC recommends that you retain the existing mappings.

Field	Value
To	Enter the email account that will receive the error notification.
Subject	Flow Title
From Important: The value of this field is set to Integration Service.	NA

Update Azure Alert State flow

Trigger
Field
Value
Condition is
Retain the webhook condition
Source ID contains
Azure Alerts
Field MappingThe following values are mapped out-of-the-box.
Field
Value
Parent Ticket Id
source ID
Alert Id
Vendor Ticket Data
Alert State
Status

Field	Value
Condition is	Retain the webhook condition
Source ID contains	Azure Alerts

Field	Value
Parent Ticket Id	source ID
Alert Id	Vendor Ticket Data
Alert State	Status

List of connector targets for integration with Azure Monitor

When a ticket is brokered from any vendor to ITSM, the ticket data first comes in BMC Helix Multi-Cloud Brokerbefore being sent to BMC Helix ITSM. To send the data from BMC Helix Multi-Cloud Brokerto BMC Helix ITSM, you must configure the MCSM ITSM connector target and set it in the Connector Process ITSM.

MCSM ITSM

For the MCSM ITSM connector target, define the connection configuration and profile required by the connector process.