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Introduction

A BMC Helix ITSM Incident Management activity manipulates a BMC Incident Management form at a BMC Helix ITSM endpoint and is intended to be used as a target to consume data in an operation. After configuring a BMC Helix ITSM connection, you can configure as many BMC Helix ITSM activities as you like for each BMC Helix ITSM connection.

Creating a BMC Helix ITSM Activity

From the design canvas, open the Connectivity tab of the design component palette:

Connectivity tab

Use the Show dropdown to filter on Endpoints, and then click the BMC Helix ITSM connection block to display activities that are available to be used with a BMC Helix ITSM connection:

BMC Helix ITSM activities

To create an activity that can be configured, drag the activity block from the palette to the operation.

For more information about the parts of an operation and adding activities to operations, see Operation Creation and Configuration.

Configuring a BMC Helix ITSM Incident Management Activity

Follow these steps to configure a BMC Helix ITSM Incident Management activity:

Step 1: Enter a Name and Specify Settings

BMC Helix ITSM Incident Management Activity Configuration Step 1

  • Name: Enter a name to use to identify the BMC Helix ITSM Incident Management activity. The name must be unique for each BMC Helix ITSM Incident Management activity and must not contain forward slashes (/) or colons (:).

  • Operation: Specify the operation to be used, one of Create Incident, Create Incident Worklog, Query Incident, or Update Incident.

  • Continue on Error: Select to continue inserting records when there is an error with a particular batch of records.

  • Save & Exit: If enabled, click to save the configuration for this step and close the activity configuration.

  • Next: Click to temporarily store the configuration for this step and continue to the next step. The configuration will not be saved until you click the Finished button on the last step.

  • Discard Changes: After making changes, click to close the configuration without saving changes made to any step. A message asks you to confirm that you want to discard changes.

Step 2: Review the Data Schemas

BMC Helix ITSM Incident Management Activity Configuration Step 2

  • Data Schema: The request and response data schemas for BMC Helix ITSM are displayed. If the operation uses a transformation, the data schemas are displayed again later during the transformation mapping process, where you can map to target fields using source objects, scripts, variables, custom values, and more.

    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.

  • Refresh: Click the refresh icon Refresh icon or the word Refresh to regenerate schemas from the endpoint. This action also regenerates the schema in other locations throughout the project where the same schema is referenced, such as in an adjacent transformation.

  • Back: Click to temporarily store the configuration for this step and return to the previous step.

  • Finished: Click to save the configuration for all steps and close the activity configuration.

  • Discard Changes: After making changes, click to close the configuration without saving changes made to any step. A message asks you to confirm that you want to discard changes.

Next Steps

After configuring a BMC Helix ITSM Incident Management activity, complete the configuration of the operation by adding and configuring other activities, transformations, or scripts as operation steps. You can also configure an operation's operation settings, which include the ability to chain operations together that are in the same or different workflows.

After a BMC Helix ITSM activity has been created, menu actions for that activity are accessible from the project pane in either the Workflows or the Components tabs, and from the design canvas. See Activity Actions Menu for details.

BMC Helix ITSM Incident Management activities can be used as a target with these operation patterns:

Other patterns are not valid using BMC Helix ITSM Incident Management activities. See the validation patterns on the Operation Validity page.

A typical use case is to use a BMC Helix ITSM Incident Management activity in the Two-Transformation Pattern. In this example, the first transformation (Incident Management Request) creates a request structure that is passed to the BMC Helix ITSM Incident Management activity. The second transformation (Incident Management Response) receives the response structure, which is then written to a variable by a Variable Write activity (Write Incident Management Response) and a message is then logged by the Write to Operation Log script:

BMC Helix ITSM Incident Management operation

To use the activity with scripting functions, write the data to a temporary location and then use that temporary location in the scripting function.

When ready, deploy and run the operation and validate behavior by checking the operation logs.

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Related Documentation from BMC

Last updated:  Sep 01, 2020

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