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BMC Helix ITSM

Summary

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

The 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 Connectivity tab (see Connectors in 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 (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:

BMC Helix ITSM activity types

  • 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.

NOTE: Verbose logging can be enabled for this connector when it is used with a Private Agent. See Verbose Logging for Connectors and Private Agents for details.

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 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)