Synchronizing incidents with Vendor BMC Helix ITSM instances via BMC Helix iPaaS, powered by Jitterbit

The following image gives an overview of the capabilities that this integration supports:

This integration provides the following capabilities:

BMC Helix ITSM to vendor BMC Helix ITSM data flows

The following image gives an overview of the data flow for creating or updating a vendor BMC Helix ITSM incident from a BMC Helix ITSM incident:

The following image gives an overview of the data flow for synchronizing updates from a BMC Helix ITSM incident to a vendor BMC Helix ITSM incident:

Vendor BMC Helix ITSM to BMC Helix ITSM data flows

The following image gives an overview of the data flow for creating or updating a BMC Helix ITSM incident from a vendor BMC Helix ITSM incident:

The following image gives an overview of the data flow for synchronizing updates from a BMC Helix ITSM incident to a vendor BMC Helix ITSM incident:

Before you begin

You require the following items to successfully set up and use this integration: 

Task 1: To configure the integration

1. Log in to BMC Helix Innovation Studio.
2. On Workspace, click Multi-Cloud Broker.

3. To launch BMC Helix Multi-Cloud Broker, click Visit Deployed Application.
   

   Tip

   Access BMC Helix Multi-Cloud Broker directly by entering the URL https://hostName:portNumber/helix/index.html#/com.bmc.dsm.mcsm/login and logging in as a tenant administrator.

4. Click Settings.

5. Select Start Here > Quick Configuration Guide.

   The Quick Configuration Guide page is displayed.

6. On the Step 1: Choose configuration tab, under Ticket Brokering, select ITSM Incident to Vendor ITSM Incident.

   Important

   In Choose Configuration, Helix iPaaS (powered by Jitterbit) is selected by default. Do not change this value.

   

7. On the Step 2: Perform configurations tab, perform the following steps:
   1. Add an operating organization, if you have not already done so.
   2. Add Vendor Remedy ITSM as the vendor organization, if you have not already done so.
   3. To add the vendor metadata, click Manage Vendor Metadata and perform the following steps:
      1. On the Map Vendors page, click Map Vendor. 

      2. Complete the fields as described in the following table:

         Field	Action
         Description	Enter a description for the vendor metadata configuration.
         Ticketing Technology Provider	From the list, select Vendor Remedy ITSM.
         (Optional) Instance Name	If you are using multiple instances of Vendor Remedy ITSM, enter the name of the instance that you are using for this integration.
         Add Mapping	After you select the ticketing technology provider, click Add Mapping. BMC Helix Multi-Cloud Broker displays the default values in the Instance URL field and the Display Field Mapping section.
         Instance URL	If you have clicked Add Mapping, this field is auto-populated with a default URL.  Update the instance URL value in the default URL.
         Process Name	This variable is set to com.bmc.dsm.ticket-brokering-lib:Connector Process Vendor Remedy ITSM. Do not modify this value.
         Display Field Mapping	By default, the basic Vendor Remedy ITSM fields are mapped in this section. If you want to map additional fields to be displayed in the BMC Helix ITSM UI, add the relevant mappings by clicking .
         Integration Platform	Select Jitterbit.

      3. Click Save.
   4. To fetch incidents from BMC Helix ITSM, click Define filter criteria to fetch records from ITSM to Helix Multi-Cloud Broker for incident, and perform the following steps:
      1. To select the filter criteria, click Advanced filter.
         
         
      2. Select the filters from the available fields, and click Next.
         The query filter expression is displayed. By default, the AND qualifier is applied when you select multiple filter criteria.

      3. To change the qualifier for your filters, update the query, and then click Save. 

         Important

         Make sure that you enter a valid query with available fields and values.

         
         

      4. Click Close. 
         When an incident matches the operation and filter that you have selected, the system fetches that incident to BMC Helix ITSM.
   5. In the Configure Vendor Remedy ITSM integration section, refer to the configuration steps listed and select the check boxes as you complete each step. 
   6. Click Save.

Task 2: To download and import the integration template project file

1. Download the Sync BMC Helix ITSM incident and Vendor ITSM Incident Update 2024-11-01 file.

   This file contains the BMC Helix iPaaS Integration Studio project Sync BMC Helix ITSM incident and Vendor ITSM Incident Update 2024-11-01.

   Important

   Your ability to access product pages on the EPD website is determined by the license your company purchased.

2. Log in to BMC Helix iPaaS and navigate to Integration Studio.
3. Select your organization.
4. On the projects page, click Import.
5. Click Browse and then select the Sync BMC Helix ITSM incident and Vendor ITSM Incident Update 2024-11-01.json project file that you downloaded.
   The Project Name and Organization fields are automatically populated. The default project name is displayed. You can change the project name.
6. From the Environment list, select the environment to which you want to import this integration template, and click Import.
   The project opens after the integration template is imported. 
7. To open the project file at a later time, select the environment where the integration templates are available, select the project name, and click View/Edit.

Task 3: To update the project variables for the integration template

1. Next to the Environment name, click the ellipsis ... and select Project Variables.
   
2. Update the project variables as described in the following tables:

   • BMC Helix iPaaS project variables:

     Project variable	Action
     BHIP_API_Name	Enter a name for API that is created in BMC Helix iPaaS to receive BMC Helix Multi-Cloud Broker  webhook requests.
     BHIP_API_User_Roles	Enter the organization roles that should have access to the BMC Helix iPaaS API. Use comma separated values for multiple values. If this value is blank, all the organization roles are provided access to the BMC Helix iPaaS API.
     BHIP_MCB_API_Profile_Username	Enter a user name to be used to create the security profile for the BMC Helix iPaaS API for BMC Helix Multi-Cloud Broker. The integration template creates an API in BMC Helix iPaaS to handle requests from BMC Helix Multi-Cloud Broker.
     BHIP_MCB_API_Profile_User_Password	Enter a password that should be used while creating the BMC Helix Multi-Cloud Broker API profile. The integration template creates an API in BMC Helix iPaaS to handle requests from BMC Helix Multi-Cloud Broker.
     BHIP_Vendor_API_Profile_User_Name	Enter the user name for the security profile that you want to use with the vendor API.  Important: Provide a value for this variable only if you select the BASIC option in BHIP_Vendor_API_Profile_Type.
     BHIP_Vendor_API_Profile_User_Password	Enter the password for the security profile that you want to use with the vendor API.  Important: Provide a value for this variable only if you select the BASIC 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 you do not enter any leading and trailing spaces.
     BHIP_User_Name	Enter the user name for the BMC Helix iPaaS instance.
     BHIP_User_Password	Enter the password for the BMC Helix iPaaS instance.
     Enable_BMC_Helix_To_Vendor_Integration	Enable the creation of vendor BMC Helix ITSM incidents from BMC Helix ITSM incidents, and synchronization of comments and updates. By default, this variable is set to true. If you want to disable the creation of vendor BMC Helix ITSM incidents from BMC Helix ITSM incidents and synchronization of comments and updates, set the default value to false.
     Enable_Vendor_To_BMC_Helix_Integration	Enable the creation of BMC Helix ITSM incidents from vendor BMC Helix ITSM, and synchronization of comments and updates. By default, this variable is set to true. If you want to disable the creation of BMC Helix ITSM incidents from vendor BMC Helix ITSM incidents, and synchronization of comments and updates, set the default value to false.

   • BMC Helix Multi-Cloud Broker project variables:

     Project variable	Action
     MCB_Host	Enter the BMC Helix Multi-Cloud Broker host URL to which vendor BMC Helix ITSM incidents should be synchronized.
     MCB_User_Name	Enter the BMC Helix Multi-Cloud Broker administrator user name that enables users to interact with BMC Helix Multi-Cloud Broker.
     MCB_User_Password	Enter the password for the provided user name.
     MCB_Vendor_Name	Enter the value in the following format for multiple instances of vendor BMC Helix ITSM: Vendor Remedy ITSM.<Instance name> For instance name, use the name you entered in the Instance Name field while configuring vendor metadata.
     MCB_ITSM_REST_API_URL	Enter the REST API endpoint of BMC Helix ITSM.

   • Vendor BMC Helix ITSM project variables:

     Project variable	Action
     Vendor_ITSM_URL	Enter the URL of vendor BMC Helix ITSM.
     Vendor_ITSM_User_Name	Enter the user name to access vendor BMC Helix ITSM.
     Vendor_ITSM_User_Password	Enter the password for the provided user name.
     Vendor_ITSM_Incident_Qualification_Filter	Enter the filter criteria to broker vendor BMC Helix ITSM incidents to BMC Helix ITSM.

Task 4: To deploy and enable the project

Deployment is a one-time activity that initializes the integration configurations. The UI displays a message for the deployment status.

To deploy the project and then enable the integration:

1. To deploy the project, next to the project name, click the ellipsis ..., and select Deploy Project.
2. To enable the integration, next to the Enable Integrations operation, under 2.0 Integrations workflow, click the ellipsis ..., and select Run.

The following image shows the steps to deploy the project and enable it by deploying the workflow:

After you enable the integration, when an incident is created in BMC Helix ITSM, a corresponding incident is created in vendor BMC Helix ITSM, and the converse is also true. Comments and field updates are also synchronized between incidents in the two applications.

(Optional) Task 5: To set the time for API debug mode

By default, the debug mode is set to 2 hours after you run the integration. Debug logs are updated for the time set for the debug mode. To increase the debug mode for a longer period of time, perform the following steps:

1. In BMC Helix iPaaS, select API Manager > My APIs.
2. Open the API created for your integration.
   This API is the value specified for the BHIP_API_Name project variable defined in Task 3.
3. Select Enable Debug Mode Until: and set it for the required date and time.
4. Save and publish the API.

(Optional) Task 6: To synchronize worklogs before a ticket is brokered

1. Log in to Developer Studio.
2. Expand the server that you are using.
3. Select All Objects > Filters.
4. Open the HPD:INC:MCSM_Set_Share_WorkLog_With_Vendor filter.
5. In Execution Options, from the State list, select Enabled.
6. Save the changes.

To display worklogs in ascending order

1. Log in to Developer Studio.
2. Expand the server that you are using.
3. Select All Objects > Forms.
4. Open the HPD:WorkLog form.
5. Select Definitions > Sort.
6. In Sorted Fields, for Work Log Submit Date, in Sort Order, select Ascending.