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BMC Helix ITSM

Summary

The Jitterbit Harmony BMC Helix ITSM Connector provides an interface for entering user-provided input such as credentials to create an authenticated BMC Helix IT Service Management (BMC Helix ITSM) connection. That connection provides the foundation to configure associated BMC Helix ITSM activities that interact with the connection.

The BMC Helix ITSM connector is accessed from the design component palette's Connectivity tab (see Connectors in Design Component Palette).

Connector Overview

This connector is used to first configure a BMC Helix ITSM connection, establishing access to BMC Helix ITSM. Activity types associated with that connection are then used to create instances of activities that are intended to be used as sources (providing data) or targets (receiving data) in an operation.

Together, a specific BMC Helix ITSM connection and its activities are referred to as a BMC Helix ITSM endpoint:

Activities

  • Work Order: Manipulates a BMC Work Order form at a BMC Helix ITSM endpoint and is intended to be used as a target in an operation.

  • Query: Finds a BMC form at a BMC Helix ITSM endpoint and is intended to be used as a source in an operation.

  • Merge: Merges a BMC form at a BMC Helix ITSM endpoint and is intended to be used as a target in an operation.

  • Create: Creates a BMC form at a BMC Helix ITSM endpoint and is intended to be used as a target in an operation.

  • Update: Updates a BMC form at a BMC Helix ITSM endpoint and is intended to be used as a target in an operation.

  • Incident Management: Manipulates a BMC Incident Management form at a BMC Helix ITSM endpoint and is intended to be used as a target in an operation.

  • Delete: Deletes a BMC form at a BMC Helix ITSM endpoint and is intended to be used as a target in an operation.

  • Change Management: Manipulates a BMC Change Management form at a BMC Helix ITSM endpoint and is intended to be used as a target in an operation.

  • Known Error: Manipulates a BMC Known Error form at a BMC Helix ITSM endpoint and is intended to be used as a target in an operation.

  • Problem Management: Manipulates a BMC Problem Management form at a BMC Helix ITSM endpoint and is intended to be used as a target in an operation.

Prerequisites and Supported API Versions

The BMC Helix ITSM connector requires the use of an agent version 10.1 or later. These agent versions automatically download the latest version of the connector when required.

The BMC Helix ITSM connector uses the BMC Helix ITSM/Remedy ITSM REST API v20.08. Refer to the API documentation for information on the schema fields.

The connector supports BMC Helix ITSM versions 19.02 and later. Webhook support is available for BMC Helix ITSM versions 19.11 and later.

Known Issue

  • BMC Helix ITSM: Next button disabled in activities
    • Summary: When configuring an activity, the Next button may remain disabled after filling out the Form Name field.
    • Additional Info: This occurs in all activities.
    • Workaround: Select an object (even an already-selected object) from the list on the page. The Next button will become enabled.