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.

Remedy ITSM integration reference

To establish integration between Remedy IT Service Management Suite (Remedy ITSM Suite) or BMC Helix ITSM and Vendor ITSM, configure the following connectors, flows, and connector targets. You need to set up tenant level configurations. BMC Helix Multi-Cloud Broker provides out-of-the-box mappings and application level configurations required for the integration. After you complete the integration, you can broker tickets from ITSM to Vendor ITSM, sync Vendor ITSM ticket details to ITSM and so on. Each flow in the list of flows is essentially a feature that you can use. Depending upon your use case, you might have to configure multiple flows. BMC Helix Multi-Cloud Broker logically chains the flows and connector processes to complete the feature.

List of connectors for integration with multiple instances ITSM

You need to configure the following connectors when setting up integration between ITSM and Vendor ITSM. These connectors are integration points for the respective applications. For instance, to send the data from BMC Helix Multi-Cloud Broker to ITSM, you need to create a flow from Multi-Cloud connector to Helix ITSM/Remedy connector.


ITSM connector

  • Configuration
    If you are integrating BMC Helix Multi-Cloud Broker with an on-premises instance of ITSM, enter the following values:

    Field

    Value

    Site

    Select the site that you created for Remedy.

    AR server

    Enter the name of your on-premises AR System server.

    AR server port

    Enter the port number for your on-premises AR System server.

  • Account
    Add a ITSM user account that has permissions to view business service requests and permissions to update incidents, change, or problem requests.

Note

If you are integrating with multiple instances of ITSM, create a configuration for each instance and specify the server details.


Multi-Cloud connector
  • Configuration
    While activating BMC Helix Multi-Cloud Broker, BMC configures the Multi-Cloud connector. Do not modify the default Multi-Cloud connector configuration.

  • Account
    BMC sets up the account for the Multi-Cloud connector.
    Click reauthenticate.PNGto re-authenticate after you have changed the password for your tenant administrator user account in BMC Helix Innovation Studio.
    For information about changing the user password, see Creating or modifying Person data.


SMTP Email connector

  • Configuration
    To send email notifications for errors, specify values for the following fields:

    Field

    Value

    Name

    Enter a name for the connector configuration.

    Site

    Select the appropriate site for your email server.

    Connection type

    Select the type of connection for your email server.

  • Account
    Add an email account to be used for sending error notifications.

List of flows for integration with multiple instances ITSM

You can configure the following flows when setting up integration between ITSM and Vendor ITSM. Each flow is self descriptive, for example to broker an incident from ITSM to your instance of ITSM, you must configure the Create Brokered Incident flow.


Create Brokered Incident flow

  • Trigger
    In the Service field, specify the name of the Remedy business service for incident brokering. Incidents will not be brokered as expected if you do not specify the Service.
    serviceTrigger.PNG

    Note

    The business service is the Technology Provider value that you specified when you configured the vendor data.

  • Field Mapping

    Do not change the value of the following out-of-the-box field mappings:

    Field

    Value

    Company

    Company

    Service

    Service

    incidentNumber

    Incident Number

    Note

    You can change the following out-of-the-box field mappings:

    • Summary
    • Priority

    However, we recommend that you retain the existing mappings. If you change the Priority field mapping, you need to set the transformations for source and target field values in the flow.


Create Incident from Vendor ITSM flow
  • Trigger
    Retain the values that are available out-of-the-box.
  • Field Mapping
    Retain the values that are available out-of-the-box.


Sync Vendor ITSM Incident flow
  • Trigger
    Retain the values that are available out-of-the-box.
  • Field Mapping
    Retain the values that are available out-of-the-box.


Sync Vendor ITSM incident worklog flow
  • Trigger
    Retain the values that are available out-of-the-box.
  • Field Mapping
    Retain the values that are available out-of-the-box.


Sync Vendor ITSM Incident Worklog with Author flow

Note

This flow is available for ITSM version 9.1.06 or later

  • Trigger
    Retain the values that are available out-of-the-box.
  • Field Mapping
    Retain the values that are available out-of-the-box.


Create Incident Activity Note flow

  • Trigger

    Field

    Value

    Shared with Vendor

    True

  • Field Mapping

    Do not change the following out-of-the-box field mappings.

    Field

    Value

    post_type

    comment#vendor

    ticketNumber

    Incident Number

    Attachment Object 1.name

    Attachment 1 filename

    Attachment Object 1.content

    Attachment 1

    Attachment Object 2.name

    Attachment 2 filename

    Attachment Object 2.content

    Attachment 2

    Attachment Object 3.name

    Attachment 3 filename

    Attachment Object 3.content

    Attachment 3

    Note

    You can change the out-of-the-box field mapping for the text field. Default value is set to Notes.

    However, BMC recommends that you retain the existing mapping.


Create Incident Activity Note with Author flow (Remedy 9.1.06 or later)

  • Trigger

    Field

    Value

    Shared with Vendor

    True

  • Field Mapping

    Do not change the following out-of-the-box field mappings.

    Field

    Value

    post_type

    comment#vendor

    ticketNumber

    Incident Number

    Author

    Full name

    Attachment Object 1.name

    Attachment 1 filename

    Attachment Object 1.content

    Attachment 1

    Attachment Object 2.name

    Attachment 2 filename

    Attachment Object 2.content

    Attachment 2

    Attachment Object 3.name

    Attachment 3 filename

    Attachment Object 3.content

    Attachment 3

    Note

    You can change the out-of-the-box field mapping for the text field. Default value is set to Notes.

    However, BMC recommends that you retain the existing mapping.

By default, the Create Incident Activity Note flow is used. Instead of the default flow, if you want to use the Create Incident Activity Note with Author flow, you must make changes to the flow.

For more information about using the flow, see Updating flows.


Resolve Incident flow

  • Trigger

    Field

    Value

    Service

    Specify the name of the Remedy Business Service for incident brokering in the Service field: serviceTrigger.PNG.

    Note: Business Service is the value that you provide when specifying the Technology Provider while configuring vendor data

    Status

    Set status to one of the following values:

    • Resolved
    • Closed
    • Cancelled

  • Field Mapping

    Do not change the following out-of-the-box field mappings.

    Field

    Value

    Status

    Status

    incidentNumber

    Incident Number


Send Error Notification flow

  • Trigger

    Field

    Value

    Flow Target

    Multi-Cloud

  • Field Mapping

    Field

    Value

    To

    Enter the email account that will receive the error notification.

    Subject

    Flow Title

    From
    Note:     The value of this field is set to Integration Service.

    NA

    Note

    You can change the following out-of-the-box field mappings:

    • Subject
    • From

    However, BMC recommends that you retain the existing mappings.

List of connector targets for integration with multiple instances of ITSM

When a ticket is brokered from ITSM to Vendor ITSM, the ticket data first comes in BMC Helix Multi-Cloud Broker before being sent to Vendor ITSM. To send the data from BMC Helix Multi-Cloud Broker to Vendor ITSM, you must configure the MCSM Vendor ITSM connector target and set it in the Connector Process Vendor ITSM.


MCSM Vendor ITSM connector target

For the vendor ITSM, define the connection configuration and profile required by the connector process.



 

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