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BMC Helix ITSM Connector

Summary

The Harmony BMC Helix ITSM Connector establishes access to BMC Helix ITSM.

The BMC Helix ITSM connector provides an interface for creating a BMC Helix ITSM connection, the foundation used for generating instances of BMC Helix ITSM activities. These activities, once configured, interact with BMC Helix ITSM through the connection.

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

Connector Overview

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

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

BMC Helix ITSM activity types

  • Work Order: Creates, queries, or updates work order data in BMC Helix ITSM and can be used as a source or target in an operation.

  • Query: Queries forms in BMC Helix ITSM and is intended to be used as a source in an operation.

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

  • Create: Creates a BMC form (including attachments) in BMC Helix ITSM and is intended to be used as a target in an operation.

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

  • Incident Management: Creates, queries, or updates incident data in BMC Helix ITSM and can be used as a source or target in an operation.

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

  • Change Management: Creates, queries, or updates change record data in BMC Helix ITSM and can be used as a source or target in an operation.

  • Known Error: Creates, queries, or updates known error data in BMC Helix ITSM and can be used as a source or target in an operation.

  • Problem Management: Creates, queries, or updates problem data in BMC Helix ITSM and can be used as a target in an operation.

Note

This connector is a Connector SDK-based connector, which may be referred to by Jitterbit when communicating changes made to connectors built with the Connector SDK.

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 nodes and fields.

The connector supports these BMC Helix ITSM versions:

  • 9.1.04 (OnPremises)
  • 18.08 P1 (OnPremises)
  • 19.02 (OnPremises)
  • 19.08 (OnPremises)
  • 19.11 and later (OnPremises and SaaS)

This connector supports OAuth 2.0 authentication. For information on generating the required tokens, see BMC Helix ITSM Prerequisites.

Troubleshooting

If you experience issues with the BMC Helix ITSM connector, these troubleshooting steps are recommended:

  1. Ensure the BMC Helix ITSM connection is successful by using the Test button in the configuration screen. If the connection is not successful, the error returned may provide an indication as to the problem.

  2. Check the operation logs for any information written during execution of the operation.

  3. Enable operation debug logging (for Cloud Agents or for Private Agents) to generate additional log files and data.

  4. If using Private Agents, you can enable connector verbose logging for this connector using this specific configuration entry of logger name and level:

    <logger name="org.jitterbit.connector.verbose.logging.bmchelixitsm" level="DEBUG"/>

  5. If using Private Agents, you can check the agent logs for more information.