BMC Helix Remedyforce Integration

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.

Connected App

Log into https://<domainname>.lightning.force.com.

Click the setup icon and click Setup

Once the Setup screen is open in a new window, click App Manager as shown below.

To create a new Connect App, Click New Connected App on the right top coner (Ex Here we created FlexBMTHelix for reference).
From Connect App screen, you should get the Client Id and Client Secrete Id to setup the BMC instance in Topology.

Security Token

The BMC Helix Remedyforce user id should use the password along with the security token to integrate with the Salesforce Lightining Platform. To get the security token follow the below step

From the home screen, click the Profile icon and Setting

Use the Reset My Security Token Link in the navigation menu to receive the security token. When you create the BMC Helix instance in Topology, when you enter the password for the userid you need to enter <password><securitytoken>. (Ex if password is ex1234 and security token is E0aO1l43VKm, then in the password you should enter it as ex1234E0aO1l43VKm)

Category Id

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

Now setup an instance for BMC Helix Remedyforce in FlexDeploy and you are all set to integrate.

BMC Remedyforce Instance Properties

Property	Type	Description
BMC Helix Remedyforce URL	String	BMC Helix Remedyforce Instance URL (https://<instance_name>.http://salesforce.com )
BMC Helix Remedyforce User Name	String	BMC Helix User Name
BMC Helix Remedyforce Password	String	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	String	Connected App Client Id
Client Secret	String	BMC Helix Remedyforce Client Secret
Approved Check Script	String	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: TICKET - an object with fields (JSON) contained in the change ticket, as returned by the BMC Remedyforce REST API. Fields are referenced as TICKET.<field name>.<sub-field name> FD_ENVIRONMENT_CODE - The environment for a particular deployment request or associated pipeline stage. If you want to see values that can be used, enable `FINEST` log level for `flexagon.fd.model.integration.cms.CMSScript` using Admin Operations.
Rejected Check Script	String	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: TICKET - an object with fields (JSON) contained in the change ticket, as returned by the BMC Remedyforce REST API. Fields are referenced as TICKET.<field name>.<sub-field name> FD_ENVIRONMENT_CODE - The environment for a particular deployment request or associated pipeline stage.
Additional Info Script	String	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: TICKET - an object with fields (JSON) contained in the change ticket, as returned by the ServiceNow REST API. Fields are referenced as TICKET.<field name>.<sub-field name> FD_ENVIRONMENT_CODE - The environment for a particular deployment request or associated pipeline stage.
Don't poll	Boolean	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	String	Object Name URL (/services/data/vXX.X/sobjects/{OBJECT_NAME})
Category Id	String	Category FK Id (e.g a216g0000005NvDAAU)

BMC Remedyforce Ticket Fields

Field Code	Display Name	Description	Data Type	Required
BMCServiceDesk__Change_Description__c	Change Description	A description for the change ticket	String	No
BMCServiceDesk__Reason_for_Change_Details__c	Change Details