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Data flow from BMC Helix Multi-Cloud Broker to BMC Helix ITSM

The following image provides an overview of the backend data flow from BMC Helix Multi-Cloud Broker to BMC Helix ITSM:

mcb-itsm.png

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When the BMC Helix Ticket Brokering Library record is created or updated, the Update ITSM <ticketType> rule is run, and the following processes are executed in the mentioned sequence:

Update Remedy ITSM Ticket

Initiates the Connector Process Remedy ITSM process. 

Connector Process Remedy ITSM

Executes the Execute Remedy ITSM Operation operation, which initiates the Remedy ITSM Operations process.

This process retrieves the <ticketType> data from the associated form in BMC Helix ITSM. 

Remedy ITSM Operations

Executes the operations for the BMC Helix ITSM ticket type and updates the BMC Helix ITSM ticket data.

This process populates the Ticket Brokering Library record. The Update <ticketType> Values activity defines the values to be updated in the Ticket Brokering Library record.


Warning

Important

  • By default, the Record ID, Description, and Priority field updates are synced in the BMC Helix ITSM ticket. To sync additional fields between the applications, you must update the field mappings defined in the Map Vendor Data configuration.
    For more information about the Map Vendor Data configuration, see Field-maps.
  • When fields configured to be synced are updated, the Sync Vendor Ticket toggle in the BMC Helix Multi-Cloud Broker record is enabled.

 

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BMC Helix Multi-Cloud Broker 25.2