Integrating BMC Helix ITSM with multiple instances of third-party applications via BMC Helix iPaaS, powered by Jitterbit
As an administrator, set up integrations between BMC Helix ITSM and multiple instances of a third-party application by using BMC Helix iPaaS, powered by Jitterbit. With this functionality, you can set up integrations in different instances according to your requirements and make it easier for your agents to manage incoming requests.
Process overview
The following table lists the tasks you need to perform to integrate BMC Helix ITSM with multiple instances of a third-party application:
Task | Action | Description | Reference |
|---|---|---|---|
1 | Configure metadata for the third-party application. | Add the third-party application name and its instance name so that these details are available in the system. | Refer to the section for configuring the integration in the specific integration documentation listed on the following page: Using-BMC-Helix-iPaaS-powered-by-Jitterbit-to-integrate-BMC-Helix-ITSM-with-third-party-applications |
2 | Update the project variable in the template. | In the MCB_Vendor_Name variable in an integration template, enter one of the following values:
| Learn about updating the project variable in the specific integration documentation in Using-BMC-Helix-iPaaS-powered-by-Jitterbit-to-integrate-BMC-Helix-ITSM-with-third-party-applications. |
3 | Define a webhook condition parameter. | Use webhook condition parameters to filter BMC Helix ITSM tickets and broker them to the required third-party application. | Learn about adding a webhook condition parameter in Configuring-webhook-condition-parameters-for-integration-templates. |
4 | Create categorization selections for the third-party application. | Add selections for the out-of-the-box categories that trigger the brokering of a BMC Helix ITSM ticket. | Learn about adding selections in Defining-categorizations-to-broker-BMC-Helix-ITSM-tickets. |
5 | Create a BMC Helix ITSM ticket. | Create the required ticket in BMC Helix ITSM that you want to broker to the third-party application. While creating the ticket, make sure you select the required third-party application name in the field you set as the webhook condition parameter. | NA |
Results
You are able to set up integrations between BMC Helix ITSM and multiple instances of a third-party application.