This documentation supports the 20.08 version of BMC Helix Multi-Cloud Service Management.To view the documentation for the previous version, select 20.02 from the Product version menu.

Configuration reference

This section provides details about setting up BMC Helix Multi-Cloud Broker with your applications. For setting up integrations, after you complete the preconfiguration tasks, you must configure flows, connectors, and connector targets. BMC Helix Multi-Cloud Broker provides prebuilt integrations, meaning you could start using the features by performing basic tenant level configuration tasks such as creating flows from the flow template, setting up trigger conditions and so on. BMC Helix Multi-Cloud Broker provides out-of-the-box mappings and cross application configurations with the various cloud vendors.

BMC Helix Multi-Cloud Broker supports the following features for the available vendors:

Vendor

Features

Configuration reference

Incident brokering—Brokering tickets from cloud applications to Remedy

AWS

Remedy incident to AWS incident

Salesforce Service Cloud

Remedy incident to Salesforce incident

ITSM

Remedy incident to Remedy vendor incident

Ticket consolidation—Consolidate tickets created in multiple cloud applications to a single instance of Remedy.

Salesforce Service Cloud

Salesforce ticket to Remedy incident

ITSM

Remedy vendor incident to Remedy incident

RemedyForce

RemedyForce to Remedy incident

Jira Service Desk

Jira Service Desk case to Remedy incident

DevOps implementation—Create issues between ITSM and DevOps tracking tools like Jira, CA Agile, and Azure DevOps

Jira

  • Manual association of Remedy Change with Jira Issues
  • Jira Issue to Remedy Change
  • Jira Issue to Remedy Incident
  • Remedy Change to Jira Story
  • Remedy Incident to Jira Issue or Story
  • Remedy Incident to Agile Central Issue
  • Remedy Problem to Jira Issue or Story (requires BMC Remedy IT Service Management and  Smart IT version 1808 patch 1)

CA Agile Central

Remedy Incident to Agile Central Issue.

Azure DevOps

  • Azure DevOps to Remedy Incident
  • Remedy Incident to Azure DevOps

Notification — Create incidents between IT operations management (ITOM) vendors and ITSM

Azure Monitor

Azure Alert to Remedy Incident

TrueSight Operations Management

TrueSight Operations events to Remedy Incident

Security —Create incidents in ITSM based on IBM QRadar Offenses

IBM QRadar

IBM QRadar to ITSM


 

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