BMC Helix ITSM Connection¶

Introduction¶

A BMC Helix ITSM connection, created using the BMC Helix ITSM connector, establishes access to BMC Helix ITSM. Once a connection is configured, you can create instances of BMC Helix ITSM activities associated with that connection to be used either as sources (to provide data in an operation) or as targets (to consume data in an operation).

Create or Edit a BMC Helix ITSM Connection¶

A new BMC Helix ITSM connection is created using the BMC Helix ITSM connector from one of these locations:

The design component palette's Connections tab (see Design Component Palette).
The Global Connections page (see Create a Global Connection in Global Connections).

An existing BMC Helix ITSM connection can be edited from these locations:

The design component palette's Connections tab (see Design Component Palette).
The project pane's Components tab (see Component Actions Menu in Project Pane Components Tab).
The Global Connections page (see Edit a Global Connection in Global Connections).

Configure a BMC Helix ITSM Connection¶

Each user interface element of the BMC Helix ITSM connection configuration screen is described below.

BMC Helix ITSM connection configuration

Tip

Fields with a variable icon support using global variables, project variables, and Jitterbit variables. Begin either by typing an open square bracket [ into the field or by clicking the variable icon to display a list of the existing variables to choose from.

Connection Name: Enter a name to use to identify the connection. The name must be unique for each BMC Helix ITSM connection and must not contain forward slashes / or colons :. This name is also used to identify the BMC Helix ITSM endpoint, which refers to both a specific connection and its activities.
Host URL: Enter the BMC Helix ITSM host URL.
Use Proxy per Endpoint: When using a Private Agent, this setting can be selected to use Private Agent proxy settings.
OAuth Authentication: Select to use OAuth 2.0 authentication. When this setting is unselected, only the Username and Password are used.
Username: Enter the BMC Helix ITSM username.
Password: Enter the BMC Helix ITSM password.
RSSO Host: Enter your BMC Helix single sign-on URL (provided by the BMC SaaS Operations team).
Client ID: Enter the client ID for the BMC Helix single sign-on URL (provided by the BMC SaaS Operations team).
Client Secret: Enter the client secret for the BMC Helix single sign-on URL (provided by the BMC SaaS Operations team).
Refresh Token: Enter the refresh token obtained during token generation, as described in BMC Helix ITSM Prerequisites.
Bearer Token: Enter the bearer token obtained during token generation, as described in BMC Helix ITSM Prerequisites.
Bearer Created Time (Milliseconds): Enter the bearer created time obtained during token generation, as described in BMC Helix ITSM Prerequisites.
Expires In (Seconds): Enter the expires_in value obtained during token generation, as described in BMC Helix ITSM Prerequisites.

Important

Contact the BMC SaaS Operations team to extend the expiration time of the bearer token.
Test: Click to verify the connection using the provided configuration. When the connection is tested, the latest version of the connector is downloaded by the agent(s) in the agent group associated with the current environment. This connector supports suspending the download of the latest connector version by using the Disable Auto Connector Update organization policy.
Save Changes: Click to save and close the connection configuration.
Discard Changes: After making changes to a new or existing configuration, click to close the configuration without saving. A message asks you to confirm that you want to discard changes.
Delete: After opening an existing connection configuration, click to permanently delete the connection from the project and close the configuration (see Component Dependencies, Deletion, and Removal). A message asks you to confirm that you want to delete the connection.

Next Steps¶

After a BMC Helix ITSM connection has been created, you place an activity type on the design canvas to create activity instances to be used either as sources (to provide data in an operation) or as targets (to consume data in an operation).

Menu actions for a connection and its activity types are accessible from the project pane and design component palette. For details, see Actions Menus in Connector Basics.

These activity types are available:

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.