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FAQs and additional resources

How are activity notes and status updated in Multi-Cloud Service Management?

For incident brokering:

  • When a service desk agent adds a comment to the Remedy ITSM incident in Smart IT and clicks
    Share with AWS/Salesforce, the comment is added to the vendor ticket.
  • When a field is updated in Remedy ITSM, Multi-Cloud Service Management updates the corresponding vendor ticket with a comment listing the field name with the new and existing values. Multi-Cloud Service Management adds a comment only for those fields that are mapped when you specify technology provider and field mapping during Vendor data configuration.
  • Any updates to fields in the vendor ticket are reflected in the corresponding Remedy ITSM incident fields. This behavior applies to the fields that are mapped when you specify technology provider and field mapping during Vendor data configuration.
  • A Remedy incident is marked as resolved when the vendor ticket is closed based on the option you select when you specify technology provider and field mapping during Vendor data configuration. 
  • When a Case Comment is added to a Salesforce Service Cloud ticket, Smart IT displays the comment as an activity note for the corresponding incident.
  • Status changes to a vendor ticket are reflected as an activity note on the Remedy ITSM incident.
  • When a Remedy ITSM incident is Cancelled, Closed, or Resolved, the corresponding vendor ticket is Closed.

For DevOps integration:

  • When a service desk agent adds a comment to the Remedy ITSM change request or incident (in Smart IT) and clicks Share with Jira/CA Agile Central, the comment is added to the Jira/CA Agile Central issue.
  • When a developer adds a comment to a Jira issue or user story, the comment is added to the corresponding Remedy ITSM change request or incident if the Viewable to all users option is selected in Jira.
  • Any updates to fields in the vendor ticket are reflected in the corresponding Remedy ITSM incident fields. This behavior applies to the fields that are mapped in Step 6 of "Specify technology provider and field mapping" when Configuring vendor data.
  • Status changes to a vendor ticket are reflected as an activity note on the Remedy ITSM incident or change request.
What is the main difference between My Service Broker and BMC Multi-Cloud Service Management?

The scope of My IT Service Broker, which is now a part of BMC Digital Workplace (Advanced) is limited to brokering service requests whereas BMC Helix Multi-Cloud Service Management is focused at brokering other Remedy IT Service Management (ITSM) objects like Incident, Change, among others. It is possible that both solutions may share some of the connectors provided with integration services, their purpose and solution goals remains completely different.

How much development effort does it take to create a new connector that is not OOTB?

The time required to create a new connector would depend on the third-party application you are trying to connect to and the capabilities you want to configure.

BMC Helix Multi-Cloud Service Management ships with a couple of OOTB flows for select vendors but there are many other connectors that are available with Integration Services. These connectors could be leveraged to build flows with non-OOTB vendors.

BMC provides a Connector builder that makes connector development easier. Two programming languages are supported to build the connector (broker): javascript and java. The Connector builder will help you to generate the skeleton of the connector codes. After it is generated, you need to implement the business logic to connect to the external application and pull and/or push data to it

Of course, some of the effort would also include getting insight about the external solution's APIs. If the vendor support REST API, it will be much easier.

We just bought a ticket broker tool from a BMC Partner (VIPCON). The Ticket Broker (BGI) will be used to sync incidents and changes between T-Systems cloud and us. How does multi-cloud add-on differ from the ticket broker (BGI) of VIPCON? Up to now I think the only different is that the Multi-cloud add on is a cloud application and BGI is a on premise application. T-Systems use HP Service Manager 9.

Yes, some of our Remedy customers have implemented integration scenarios with different approach, incl. (but not limited to) partner solutions. As our customers move more and more to a multi-provider / multi-cloud approach to IT sourcing and have an increased need to bring DevOps and ITSM solutions closer together, BMC plans to support these uses cases with this OOTB service offering. With a BMC provided solution, we can integrate these use cases better into the user experience. 

Is the Multi-Cloud Service Management add-on the same as the project name "Panama" launched two years ago?

Panama is now generally available from BMC and is called BMC Integration Service. You can look at BMC.com and sign-up for free trials of BMC Integration Service. BMC Helix Multi-Cloud Service Management application is built using Integration Services. If Integration Services is the Remedy Action Request System platform and BMC Helix Multi-Cloud Service Management is Remedy ITSM. 

 

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