Defining categorizations to broker BMC Helix ITSM tickets

While creating a BMC Helix ITSM ticket, an agent can specify any BMC Helix ITSM ticket field as a trigger to broker the ticket. Out of the box, the categorization field is used to broker BMC Helix ITSM tickets.

The following predefined category types are used out of the box:

  • Resolution category—Used to define the categorization of tickets based on the resolution type.
  • Operational category—Used to define the categorization of tickets based on the required services or changes. 

As an administrator, create selections for these category types for each third-party application with which you want to integrate BMC Helix ITSM. When the agent creates a BMC Helix ITSM ticket, they use these selections to broker the ticket.

Related topic

Configuring-webhook-condition-parameters-for-integration-templates

The following table lists the BMC Helix ITSM tickets for which different categories can be used:

BMC Helix ITSM ticket type

Category type

Incident

Resolution category

Change request

Operational category

Work order

Operational category

Known error

Operational category

Problem investigation

Operational category

To add a selection for resolution categorization

  1. Log in to Mid Tier.
  2. Select Applications > Administrator Console > Application Administration Console.
  3. Click the Custom Configuration tab.
  4. From the Application Settings list, select Foundation > Products/Operational Catalogs > Generic Catalog Structures, and then click Open. 
  5. On the Generic Catalog Setup form, in the Generic/Product/Operational Relationship Category area, click Create.
    The Generic Catalog Update form is displayed.
  6. From the Category Type list, select Resolution Category.

  7. Enter values for Generic Categorization Tier 1, Generic Categorization Tier 2, and Generic Categorization Tier 3 fields.

    Important

    In Generic Categorization Tier 2, enter one of the following values:

    • thirdpartyapplicationname, if you use a single instance of that third-party application
    • thirdpartyapplicationname.instancename,if you use multiple instances of that third-party application

    The third-party application name is the ticketing technology provider name you entered while configuring the third-party application metadata. The instance name is the name of the third-party application instance you provided while configuring the third-party application metadata

    For example, you have entered Jira as the Ticketing Technology Provider name and Jira1 as the Instance Name value. In Generic Categorization Tier 2, enter Jira.Jira1.

  8. (Optional) Enter values for the operational and product categories.
  9. Select a status for the categorization.
    The status value indicates the availability of the categorization.
  10. Click Save.

To add a selection for operational categorization

  1. Log in to Mid Tier . 
  2. Select Applications > Administration Console > Application Administration Console.
  3. Click the Standard Configuration tab.
  4. From the Configuration for Company list, select the company for which you want to create an operational category.
  5. Click the Create link next to Operational Category.
    The Operation Catalog form is displayed.

  6. Enter values for the Operational Categorization Tier 1, Operational Categorization Tier 2, and Operational Categorization Tier 3 fields.

    Important

    In Operational Categorization Tier 2, enter one of the following values:

    • thirdpartyapplicationname, if you use a single instance of that third-party application
    • thirdpartyapplicationname.instancename,if you use multiple instances of that third-party application

    The third-party application name is the ticketing technology provider name you entered while configuring the third-party application metadata. The instance name is the name of the third-party application instance you provided while configuring the third-party application metadata

    For example, you have entered Azure DevOps as the Ticketing Technology Provider name and ADO1 as the Instance Name value. In Operational Categorization Tier 2, enter Azure DevOps.ADO1.


  7. Select a status for the categorization.
    The status value indicates the availability of the categorization.
  8. Add an operational description.
  9. Specify if you want to use the category for all companies or the current company that you selected in step 4.
  10. Click Add.

Example 1: Creating a resolution category selection for BMC Helix ITSM incident and Jira issue integration

Allen, an administrator in Apex Global, has a business requirement to integrate BMC Helix ITSM incidents with Jira issues. He has performed the following tasks:

  • Assigned the required roles and permissions to users
  • Enabled the display of Jira issue details in the BMC Helix ITSM tickets
  • Created the organization

Allen performs the following steps to define the categorization to broker the incidents:

  1. Logs in to Mid Tier.
  2. Selects Applications > Administrator Console > Application Administration Console.
  3. Clicks the Custom Configuration tab.
  4. From the Application Settings list, selects Foundation > Products/Operational Catalogs > Generic Catalog Structures, and then clicks Open. 
  5. On the Generic Catalog Setup form, in the Generic/Product/Operational Relationship Category area, clicks Create.
    The Generic Catalog Update form appears.

  6. From the Category Type list, selects Resolution Category and enters the following values:

    Field

    Value

    Generic Categorization Tier 1

    Request

    Generic Categorization Tier 2

    Jira.Jira1

    Generic Categorization Tier 3

    Bug

    Create Resolution Category_Example.png

  7. Specifies the Status field value as Enabled.
  8. Clicks Save.

Example 2: Creating an operational category selection for BMC Helix ITSM change request and Azure DevOps work item integration

Allen, an administrator in Apex Global, has a business requirement to integrate BMC Helix ITSM change requests with Azure DevOps work items. He has performed the following tasks:

  • Assigned the required roles and permissions to users
  • Enabled the display of Azure DevOps work item details in the BMC Helix ITSM tickets
  • Created the organization

Allen performs the following steps to define the categorization to broker the incidents:

  1. Logs in to Mid Tier . 
  2. Selects Applications > Administration Console > Application Administration Console.
  3. Clicks the Standard Configuration tab.
  4. From the Configuration for Company list, selects the company for which he wants to create an operational category.
  5. Clicks the Create link next to Operational Category.

  6. On the Operational Catalog form, provides the following values:

    Field

    Value

    Operational Categorization Tier 1

    Change

    Operational Categorization Tier 2

    Azure DevOps.ADO1

    Operational Categorization Tier 3

    Work item

    Create Operational Category_Example.png

  7. Specifies the Status field value as Enabled.
  8. Adds a description for the operational categorization.
  9. Clicks Add.

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*