BMC Helix Remedyforce integration requires a user setup in Salesforce Lightning Platform and subscription to BMC Helix Remedyforce app. FlexDeploy uses OAuth to integrate with the Lightining Platform to create Change or Incident in BMC Helix Remedyforce application.
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Creating an Incident in BMC Helix requires category id (Foreign Key value) to be setup
You need to setup/add Category for the type of Incident going to be created from FlexDeploy. Once the Catgegory is defined, you can use the Lightning Platform Rest for SObject Relationships to get the id.
For category, you can use https://<Salesforce instance name>/services/data/<version>/sobjects/BMCServiceDesk__Category__c. Below is a sample response, you should use the id field value for Category Id when you setup the BMC instance in Topology
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Now setup an instance for BMC Helix Remedyforce in FlexDeploy and you are all set to integrate.
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Create Issue Tracking Instance
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Property Name | Property Code | Required | Description | ||
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BMC Helix Remedyforce URL | FDBMCHR_URL | Yes | BMC Helix Remedyforce Instance URL (https://<instance_name>.http://salesforce.com ) | ||
BMC Helix Remedyforce User Name | FDBMCHR_USER_NAME | Yes | BMC Helix User Name | ||
BMC Helix Remedyforce Password | FDBMCHR_PASSWORD | Yes | BMC Helix Remedyforce Password Note that encrypted properties are stored in Credential Store (Local or External) and can be configured using Edit button next to credential name drop down. Alternatively, you can reuse single credential for multiple properties also, in which case you should name that credential appropriately. | ||
Client Id | FDBMCHR_CLIENT_ID | Yes | Connected App Client Id | ||
Client Secret | FDBMCHR_CLIENT_SECRET_ID | Yes | BMC Helix Remedyforce Client Secret | ||
Approved Check Script | FDBMCHR_APPROVED_SCRIPT | No | A Groovy expressions which determines whether a task for the change ticket is approved or not. The expression must return a boolean, and has access to the following variables:
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Rejected Check Script | FDBMCHR_REJECTED_SCRIPT | No | A Groovy expressions which determines whether a task for a change ticket is rejected or not. The expression must return a boolean, and as has access to the following variables:
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Additional Info Script | FDBMCHR_ADDITIONAL_INFO_SCRIPT | No | A Groovy expression which determines additional information to add to an external approval when it is approved or rejected. The expression must return a Map<String, String> and have an entry with the key of "notes" for the value to get added to external approval as a task note. Script has access to the following variables:
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Don't poll | FDBMCHR_DONT_POLL | No | Disable automatic polling (every minute) of BMC Helix tickets for status changes. Check if using REST API to communicate status changes to FlexDeploy. | ||
Specified Object URL | FDBMCHR_SOBJECT_URL | Yes | Object Name URL (/services/data/vXX.X/sobjects/{OBJECT_NAME}) | ||
Category Id | FDBMCHR_INCIDENT_CATEGORY_ID | Yes | Category FK Id (e.g a216g0000005NvDAAU) |
BMC Remedyforce Available TICKET Variables
Within the script properties on the BMC Remedyforce Instance. The following values are available to you via the TICKET object to use in your script logic. For example, TICKET.BMCServiceDesk__Change_Description__c would return the description of the BMC change.
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