How integration templates developed by using BMC Helix iPaaS, powered by Jitterbit work
Integration templates available with BMC Helix Multi-Cloud Broker enable you to integrate BMC Helix ITSM with third-party applications.
The following table provides details about the components involved in the data flow between BMC Helix ITSM and a third-party application:
Product name | Description | Components | Component description |
|---|---|---|---|
BMC Helix ITSM | The user interface to manage ITSM records. | User Interface | Required to enable the exchange of data between BMC Helix ITSM and BMC Helix Multi-Cloud Broker |
Developer Studio for filters and guides used to share data with BMC Helix Multi-Cloud Broker |
| ||
BMC Helix Innovation Studio | The User Interface to define the processes to manage data. |
| Processes with operations add data to the BMC Helix Multi-Cloud Broker record or BMC Helix ITSM record. |
Ticket Brokering Library to store BMC Helix Multi-Cloud Broker record data. |
Record storage | The Ticket Brokering Library is used to store BMC Helix Multi-Cloud Broker Data record data. | |
BMC Helix Multi-Cloud Broker application to define the logic to pass BMC Helix ITSM data to BMC Helix iPaaS |
Template filters | The BMC Helix Multi-Cloud Broker webhook defines the conditions to send data from the Ticket Brokering Library record to BMC Helix iPaaS. The template filters defined in the Quick Configuration Guide used to configure the BMC Helix Multi-Cloud Broker template are used to define the BMC Helix ITSM tickets that should be brokered. | |
BMC Helix iPaaS | The user interface to configure the integration templates. |
| The configuration defined for the integration template is used to define components in the other applications involved in the integration. |
Third-party application | The user interface to manage third-party application records. |
| Third-party application webhook defines the condition to send data from the third-party application record to BMC Helix iPaaS. |
Filters
Processes
Webhook
Process overview of the data flow from BMC Helix ITSM to a third-party application
The following table provides a quick overview of the flow of data when a ticket is created or updated in BMC Helix ITSM:
Events | Actions |
|---|---|
Ticket is created or updated in BMC Helix ITSM | Executes filter qualifications defined in the Quick configuration when configuring the integration template. If the conditions match, creates a new record in the <ticketType> record under BMC Helix Innovation Suite >Workspace>Ticket Brokering Library > Records > <ticketType> with the BMC Helix ITSM ticket data. |
A new record is created in BMC Helix Multi-Cloud Broker Ticket Brokering Library for the BMC Helix ITSM ticket | The Multi-Cloud Broker webhook verifies the vendor name value in the Ticket Brokering Library record. If the value matches the webhook condition, it sends the ticket data to the integration template operation in BMC Helix iPaaS. |
BMC Helix iPaaS integration template receives the BMC Helix Multi-Cloud Broker Ticket Brokering Library record data | The BMC Helix iPaaS operation transforms the ticket data and sends the transformed data to the third-party application. |
The third-party application receives the ticket data | By using the field mappings defined in the transformation element of the BMC Helix iPaaS integration template operation, the integration template creates or updates a record in the third-party application. A VendorData record is also created to add the ID of the third-party application ticket. |
Process overview of the data flow from a third-party application to BMC Helix ITSM
The following table provides a quick overview of the flow of data when a record is updated in the third-party application:
Events | Actions |
|---|---|
The brokered third-party application record is updated | The webhook defined in the application by BMC Helix iPaaS is executed, and the updated ticket data is sent to the integration template in BMC Helix iPaaS. |
BMC Helix iPaaS integration template receives the third-party application record data | The BMC Helix iPaaS operation transforms the record data and sends the transformed data to BMC Helix Multi-Cloud Broker. |
BMC Helix Multi-Cloud Broker receives the third-party application record data | The BMC Helix Innovation Studio Ticket Brokering Library record is updated. |
The BMC Helix Innovation Studio Ticket Brokering Library record is updated | The updated data is sent to BMC Helix ITSM, and the associated BMC Helix ITSM ticket field values are updated. |
Backend data flow between BMC Helix ITSM and a third-party application
The following image provides an overview of the backend data flow when a ticket is brokered between BMC Helix ITSM and the third-party application:
Where to go from here
For detailed information about the data flows, see the following topics:
From | To | Reference |
|---|---|---|
BMC Helix ITSM | BMC Helix Multi-Cloud Broker | |
BMC Helix Multi-Cloud Broker | BMC Helix iPaaS | |
BMC Helix iPaaS | Third-party application | |
Third-party application | BMC Helix iPaaS | |
BMC Helix iPaaS | BMC Helix Multi-Cloud Broker | |
BMC Helix Multi-Cloud Broker | BMC Helix ITSM |