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.

Reference of integration between BMC Helix ITSM incidents and ServiceNow incidents by using BMC Helix iPaaS

You can integrate BMC Helix ITSM with ServiceNow to synchronize incidents between the two applications. When an incident is created in BMC Helix ITSM, a corresponding incident is created in ServiceNow ITSM, and the converse is true. You can also synchronize comments and data between the two incidents.

BMC Helix Multi-Cloud Broker, along with BMC Helix iPaaS provides the Sync_BMC_Helix_ITSM_incident_and_ServiceNow_incident.json integration template that you can use to integrate BMC Helix ITSM with ServiceNow. You configure the integration in BMC Helix Multi-Cloud Broker and deploy the integration template to your BMC Helix iPaaS, powered by Jitterbit environment.

Related topic

Synchronizing-BMC-Helix-ITSM-incidents-with-ServiceNow-incidents-via-BMC-Helix-iPaaS-powered-by-Jitterbit

List of project variables

The following sections describe the variables that you can update as per your requirements:

  • BMC Helix iPaaS variables:

    Project variable

    Action

    BHIP_API_NAME

    Enter a name for the webhook API created in the BMC Helix iPaaS API Manager to receive BMC Helix Multi-Cloud Broker or ServiceNow ITSM requests.

    BHIP_API_User_Roles

    Enter comma-separated values of the organization roles assigned for the BMC Helix iPaaS API; for example: Admin, User. API.
    Only a user with these roles can access the APIs.

    Important:

    If you do not specify any value, all the organization roles get access to the new API.

    BHIP_MCB_API_Profile_User_Name

    The integration template creates the API in the BMC Helix iPaaS API Manager API to handle requests from BMC Helix Multi-Cloud Broker.

    Enter a user name to create and access the BMC Helix Multi-Cloud Broker API security profile.

    BHIP_MCB_API_Profile_User_Password

    Enter a password for the BMC Helix Multi-Cloud Broker security profile.

    BHIP_Vendor_API_Profile_Type

    The security profile type defines the authentication type used by the ServiceNow webhook API to access the BMC Helix iPaaS API, and is added in the BMC Helix iPaaS API Manager. 

    Enter one of the following security profile types:

    • BASIC
    • ANONYMOUS
    • APIKEY

    The default value is APIKEY.

    Important:
    For profile types supported by the application, the integration template automatically creates the security profiles when you enable the integration. 

    BHIP_Vendor_API_Profile_User_Name

    You need not provide any value for this variable.

    BHIP_Vendor_API_Profile_User_Password

    You need not provide any value for this variable.

    BHIP_Vendor_API_Profile_ApiKey_Name

    For the security profile type APIKEY, enter a name for the API key to create the ServiceNow security profile.

    The default value is apiKey.

    Important:
    Provide a value for this variable, only if you select the APIKEY option in BHIP_Vendor_API_Profile_Type.

    BHIP_Host

    Enter the BMC Helix iPaaS instance URL where you want to run this project.

    Important: Make sure that you do not enter any leading and trailing spaces in the URL.

    BHIP_User_Name

    Enter the login ID for the BMC Helix iPaaS instance.

    Important:
    The BMC Helix iPaaS login credentials are required to create the API in BMC Helix iPaaS by using RestAPI. The credentials are required because BMC Helix iPaaS does not provide a method to retrieve the login status of a user.

    BHIP_User_Password

    Enter the password for the login ID.

    Enable_BMC_Helix_To_Vendor_Integration

    Enable the creation of ServiceNow ITSM incidents from BMC Helix ITSM incidents and synchronization of updates and comments.

    By default, this variable is set to true.
    If you want to disable the creation of ServiceNow ITSM incidents and synchronization of updates and comments, set the default value to false.

    Enable_Vendor_To_BMC_Helix_Integration

    Enable the creation of BMC Helix ITSM incidents from ServiceNow ITSM incidents and synchronization of updates and comments.

    By default, this variable is set to true.
    If you want to disable the creation of BMC Helix ITSM incidents from ServiceNow ITSM incidents and synchronization of updates and comments, set the default value to false.

  • ServiceNow variables:

    Project variable

    Action

    ServiceNow_Host_URL

    Enter the ServiceNow instance URL in the following format:

    [http/https]://[host name]:[port]

    Important:

    Make sure that you do not enter any leading and trailing spaces in the URL.

    ServiceNow_User_Name

    Enter the user name to access ServiceNow.

    Important:
    This must be a valid user defined in ServiceNow.

    ServiceNow_User_Password

    Enter the password for the user name provided.

    ServiceNow_Client_Id

    Enter the ServiceNow API client ID that is used for the integration template.

    Get the client ID from ServiceNow and enter it in this variable.

    ServiceNow_Client_Secret

    Enter the ServiceNow API client secret.

    Get the client secret from ServiceNow and enter it in this variable.

    ServiceNow_Incident_Filter_Condition

    Enter the filter condition based on which you want to broker ServiceNow ITSM incidents to BMC Helix ITSM.

    For example, enter short_descriptionSTARTSWITHSnowITSMIncident^priority=2^EQ.

  • BMC Helix Multi-Cloud Broker project variables:

    Project variable

    Action

    MCB_Host

    Enter the BMC Helix Multi-Cloud Broker host URL with which ServiceNow ITSM incidents should be synchronized in the following format:

     [http/https]://[hostname]:[port]

    Important:

    Make sure that you do not enter any leading and trailing spaces in the URL.

    MCB_User_Name

    Enter the user name to access BMC Helix Multi-Cloud Broker.

    MCB_User_Password

    Enter the password for the provided user name.

    MCB_Vendor_Name

    Enter the name of the third-party application configured in BMC Helix Multi-Cloud Broker.

    This value should be set to ServiceNow.

    MCB_Assigned_Group

    Enter the name of the support group to which you want to assign the incident.

    MCB_Assigned_Support_Organization

    Enter the name of the support organization to which you want to assign the incident.

    MCB_Assigned_Support_Company

    Enter the name of the support company to which you want to assign the incident.

    MCB_Assigned_Company

    Enter the name of the company for which you want to create the incident.

    MCB_Assigned_Company_Id

    Enter the ID of the company for which you want to create the incident.

    MCB_Assigned_Business_Unit

    Enter the name of the business unit to which you want to assign the incident.

    The following variables are inputs from BMC Helix ITSM. Either enter values for these variables or map the appropriate ServiceNow fields if the data is available:

    Project variable

    Action

    ITSM_Company

    Enter the company name for which the integration template needs to be run; for example, Apex Global.

    ITSM_Customer_First_name

    Enter the first name of the BMC Helix ITSM customer.

    ITSM_Customer_Last_Name

    Enter the last name of the BMC Helix ITSM customer.

    ITSM_Incident_Type

    Enter any of the following incident types that you want to create in BMC Helix ITSM for a corresponding ServiceNow ITSM incident:

    • User Service Restoration
    • User Service Request
    • Infrastructure Restoration
    • Infrastructure Event
    • Security Incident

    The default value of this variable is set to User Service Restoration.

 

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