Configuration reference
This section provides details about setting up BMC Helix Multi-Cloud Service Management 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 Service Management 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 Service Management provides out-of-the-box mappings and cross application configurations with the various cloud vendors.
BMC Helix Multi-Cloud Service Management 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 | |
Remedy 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 | |
Remedy 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 Remedy ITSM and DevOps tracking tools like Jira, CA Agile, and Azure DevOps | ||
Jira |
| |
CA Agile Central | Remedy Incident to Agile Central Issue. | |
Azure DevOps |
| |
Notification — Create incidents between IT operations management (ITOM) vendors and Remedy ITSM | ||
Azure Monitor | Azure Alert to Remedy Incident | |
TrueSight Operations Management | TrueSight Operations events to Remedy Incident | |
Security —Create incidents in Remedy ITSM based on IBM QRadar Offenses | ||
IBM QRadar | IBM QRadar to Remedy ITSM | |