Enabling users to view third-party application ticket details in BMC Helix ITSM ticket records

As an administrator, establish a communication between BMC Helix Multi-Cloud Broker and BMC Helix ITSM so that these applications work with each other and share data with each other after you implement an integration.

To establish the communication, configure a pluggable provider for BMC Helix Multi-Cloud Broker in BMC Helix ITSM and configure the progressive views.

Before you begin

Make sure you have assigned the required roles to your users.

For more information about roles and permissions, see Assigning-roles-and-permissions.

Task 1: To configure progressive views for BMC Helix Multi-Cloud Broker

1. Log in to BMC Helix ITSM.
2. Select Administrator Console > Application Administration Console.
3. Click the Custom Configuration tab. 
4. In Application Settings, select Helix Multi Cloud Service Management > Integration > Application Configuration.

5. Click Open and specify the following fields:

   Field	Description
   Host	Enter the BMC Helix Innovation Suite server host name.
   User Name	Enter the BMC Helix Innovation Suite tenant administrator user name.
   Password	Enter the BMC Helix Innovation Suite tenant admin password.
   Port	Enter one of the following values:  For the https protocol, enter 443. If 443 does not work, enter -1. For the http protocol, enter 8008.
   Protocol	Enter http or https.

   

6. Click Search.

Task 2: To enable progressive view in BMC Helix ITSM

1. Log in to Mid Tier.
2. Select Application > AR System Administration > AR System Administration Console.
3. Select System > General > Centralized Configuration.
4. From the Component Name list, select com.bmc.arsys.server.shared.
5. From the Setting Name list, select Enable-Progressive-Views.
6. In the Setting Value column, enter T.
   
7. Click Apply.