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.

Incident consolidation

When organizations utilize services from multiple vendors, tracking incidents across multiple ticket management systems can be a challenge. BMC Helix Multi-Cloud Broker facilitates the consolidation of vendor tickets into Remedy IT Service Management Suite (Remedy ITSM Suite) and BMC Helix ITSM.

Scenario

Calbro Services uses Salesforce Service Cloud as their customer relationship management platform. The company uses ITSM for managing IT services and delivery. Calbro Services now wants to consolidate incidents from Salesforce Service Cloud to ITSM for better management of service requests from a single place.

The following conditions apply to this scenario:

  • An agent creates a ticket in Salesforce Service Cloud.
  • A ticket needs to be created with ITSM.

Workflow

Calbro Services implements their requirements by using BMC Helix Multi-Cloud Broker:

  1. The tenant administrator sets up BMC Helix Multi-Cloud Broker to integrate ITSM with Salesforce. The administrator also sets up the required trigger conditions for consolidating incidents in ITSM.
  2. An agent creates a ticket in Salesforce Service Cloud.
  3. BMC Helix Multi-Cloud Broker validates the trigger conditions and creates an incident in ITSM.
  4. The ITSM incident displays the details of the vendor ticket along with other incident details in the Smart IT console.

    ticket_consol.png

Benefits

  • Effective ticket management from a single console
  • Easy tracking of ticket data and updates

 

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