Mapping a custom BMC Helix ITSM field with a BMC Helix Innovation Studio field

After you create a field in a BMC Helix Innovation Studio record definition for a custom field in BMC Helix ITSM, you map the fields with each other to ensure that data is passed from the BMC Helix ITSM field to the BMC Helix Innovation Studio field.

To map a custom field in BMC Helix ITSM with a BMC Helix Innovation Studio field

1. Log in to BMC Helix Innovation Studio.
2. On the Workspace tab, click Ticket Brokering Library.

3. On the Processes tab, select the following operations based on the ticket type and then click Edit:

   • Incident Operations
   • Change Operations
   • Known Error Operations
   • Problem Operations
   • Work Order Operations

   For example, select Incident Operations for mapping custom field in the incident record definition.

4. On the process designer canvas, select the element to create a ticket for the required ticket type.
   For example, select Create Incident.
5. In Properties, on the Elements tab, click Add/Remove Input Map Fields and add the required custom field from the available list.
   For example, add the CustomITSMLabel field.
6. Click Edit next to the custom field that you added.
   The Edit Expression dialog box is displayed.
7. On the Edit Expression dialog box, under Available Values, expand the ticket type for which you are mapping the custom field.
   For example, expand Incident Record.
8. From the ticket type that you expanded, add the custom field.
   For example, from Incident Record, add CustomITSMLabel.
9. Click OK.
10. On the process designer, click Save.
    You can perform the same steps for the updating the third-party application tickets. To do this, in step 4, select an element that updates a ticket. For example, select Update Incident Values.

(Optional) To map the indexes of selection fields in BMC Helix ITSM and BMC Helix Multi-Cloud Broker

Perform this task only if you want to map any selection type of custom or out of the box fields whose indexes do not match in BMC Helix ITSM and BMC Helix Innovation Studio

1. Log in to BMC Helix Innovation Studio.
2. On the Workspace tab, click Ticket Brokering Library.
3. On the Processes tab, select any of the following operations and then click Edit:
   
   • Incident Operations
   • Change Operations
   • Known Error Operations
   • Problem Operations
   • Work Order Operations
4. On the process designer canvas, for the required ticket type, select the element to prepare values.
   For example, select Prepare Incident Values.
5. On the Properties tab, in Name, select the required selection type of field that you want to map.
   By default, the Priority field is selected.

6. In Source, compute the index of the selection field so that the index of the field in BMC Helix Innovation Studio and BMC Helix ITSM matches.
   
   

   Important

   For new fields that are not displayed in the element to prepare values, for example, in Prepare Incident Values, add a new process variable. Then, store the calculated value in that variable and map it with the new field in the target activity in the template.

Where to go from here

In your third-party application, add the required type of custom field. To learn about the steps to add a custom field, refer to the documentation of the third-party application that you use.

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