Reference for integration between BMC Helix ITSM and ServiceCloud by using BMC Helix iPaaS
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 the name for the API that is created in BMC Helix iPaaS to receive BMC Helix Multi-Cloud Broker webhook requests.
The default value of this variable is BMCHelixITSMIncidentAndServiceCloudCase.
BHIP_API_User_Roles
Enter comma-separated values of the user roles assigned for the BMC Helix iPaaS API.
Only a user with these roles can access the APIs. Leave this value blank to restrict access only to administrators.BHIP_MCB_API_Profile_User_Name
Enter the user name for the security profile used with the BMC Helix iPaaS BMC Helix Multi-Cloud BrokerAPI.
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 the password for the security profile used with the BMC Helix iPaaS BMC Helix Multi-Cloud Broker API.
The integration template creates an API in BMC Helix iPaaS to handle requests from BMC Helix Multi-Cloud Broker.
BHIP_Vendor_API_Profile_Type
The integration templates create APIs to accept requests from a vendor.
Enter one of the following API authentication mechanisms that you want to use with this Service Cloud API:
- BASIC
- ANONYMOUS
- APIKEY
BHIP_Vendor_API_Profile_User_Name
Enter the user name for the security profile that you want to use with the Service Cloud 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 Service Cloud 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_ApiKey_Name
Enter the APIKEY name for the security profile that you want to use with the Service Cloud API.
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.
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 and updates of Service Cloud cases from BMC Helix ITSM incidents.
By default, this variable is set to true. If you want to disable updates of Service Cloud cases, set the default value to false.Enable_Vendor_To_BMC_Helix_Integration
Enable the creation and updates of BMC Helix ITSM incidents from Service Cloud cases.
By default, this variable is set to true. If you want to disable updates of BMC Helix ITSM incidents, set the default value to false.Service Cloud variables:
Project variable
Action
ServiceCloud_User_Name
Enter the user name that enables you to interact with Salesforce Service Cloud.
ServiceCloud_User_Password
Enter the password for the user name that you provided.
ServiceCloud_Security_Token
Enter the API security token for Salesforce Service Cloud if the user requires it.
ServiceCloud_Apex_Name
Change the value, if required.
The default value of this variable is BHIP_SFSC_MCSM.
ServiceCloud_Host
Enter the Service Cloud instance URL in the following format:
[http/https]://[host name and port]Important: Make sure that you do not enter any leading and trailing spaces.
ServiceCloud_Apex_Case_Create_Filter
Enter a trigger condition in the SOQL format to filter cases from Service Cloud; for example, enter Status = 'Escalated'.
ServiceCloud_Apex_Case_Update_Filter
Enter a trigger condition in the SOQL format to filter cases from Service Cloud; for example, enter Status = 'Escalated'.
BMC Helix Multi-Cloud Broker variables:
Project variable
Action
MCB_Host
Enter the BMC Helix Multi-Cloud Broker host URL to which Service Cloud cases should be synchronized.
Important: Make sure that you do not enter any leading and trailing spaces.
MCB_User_Name
Enter the user name that enables users to interact with BMC Helix Multi-Cloud Broker.
MCB_User_Password
Enter the password for the provided username.
MCB_Vendor_Name
This variable is autopopulated. You must not change the value.
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 appropriate Service Cloud fields if the data is available:
Project variable
Action
ITSM_Company_Name
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 for which a corresponding Service Cloud case should be created:
- User Service Restoration
- User Service Request
- Infrastructure Restoration
- Infrastructure Event
- Security Incident
The default value of this variable is set to User Service Restoration.