This documentation supports the 22.1 version of BMC Service Request Management.To view an earlier version, select the version from the Product version menu.

Integration methods

See this topic to learn about the different integration methods that you can use to integrate custom applications with BMC Service Request Management.

Important

  • Service requests generated from the integrations described in this section are validated against On Behalf Of (OBO) rules. You must configure the OBO rules so that the Requested By user can submit a service request on behalf of the Requested For user. For information, see Creating-on-behalf-of-definition-rules.
  • Service requests created automatically from BMC fulfillment applications are not subject to OBO rules. For information, see Creating-requests-from-fulfillment-applications.

Related topics

Developing an API program

SOAP-web-services-for-BMC-Service-Request-Management

You can integrate applications with BMC Helix ITSM by using any of the following methods:


SOAP web services

Web services are the efficient way of integrating with BMC Helix ITSM, because they eliminate the need to create API applications. With web services, you use a web services client to access the web services functions available in BMC Helix ITSM. For example, an event occurs in an event-based system that causes the web services client to connect to BMC Helix ITSM and create an Incident, Problem, Change, or Purchase Order ticket. For more information, see Web-service-function-mapping.

You can also choose to develop your own web service client applications. For more information, see Registering-the-BMC-Helix-ITSM-web-service.

C and Java APIs in AR System

You can integrate a third-party application with BMC Helix ITSM by using various AR System APIs (Java API, C API, and Plug-ins). You can also determine what fields are needed to create, modify, and query Incident, Problem, Change, and Purchase Order tickets, by using the field reference tables listed under the Developing integrations section of the application documentation. For an example of the field reference tables, see the tables in the HPD_IncidentInterface_Create_WS topic.

For example, if you use a third-party application to identify incidents in a system, but have no way of tracking them, you can access BMC Helix ITSM: Service Desk: Incident Management from the third-party application and create an incident by using the AR System APIs. For information about using the AR System API for integration, see Using the AR System API for integration.

You can implement the following application integration methods from AR System:

  • LDAP Integration—Imports existing user names so that you can grant permissions to access applications. For more information about LDAP integrations, see Integrating with a directory service.
  • Vendor and View Forms—Retrieves and displays data from external data sources in ITSM applications. For more information, see Types of forms.
  • ODBC type integrations—For example, Microsoft Excel integration based on AR System that imports user names into the ITSM People form.

REST API

For information about third-party applications with BMC Helix ITSM, see Integrating-third-party-applications-with-BMC-Helix-ITSM-by-using-the-platform-REST-API.

Use the integration forms to create, modify, and query information about BMC Helix ITSM through web service clients or through third-party applications that use the standard AR System API. For more information about how integrations work, see Integrating.

You can also see examples of API code in Developing an API program.