BMC Helix Remedyforce Integration
- Karl Henselin
- Abhishek Jadhav (Unlicensed)
- Jay-Ar Brouillard
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.
Preparing for Freshservice Integration with FlexDeploy
Create the 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.
Generating the 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.
Create Issue Tracking Instance
Property Name | Property Code | Required | Description |
|---|---|---|---|
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:
If you want to see values that can be used, enable |
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:
|
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:
|
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.
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 | Â | Â | Â |
Configure Folder for Change Management Approvals
Configure BMC Remedyforce Change Management Instance on your parent folder. Change management configurations are inherited by sub-folder and projects. This configuration will allow you to integrate BMC Remedyforce tickets with your FlexDeploy deployment. See Configure Change Management on Folders for more details.
Linking Jira ITSM with FlexDeploy Deployments
If Auto Create Ticket, is not enabled, then user must specific the change ticket number on the deployment request. See Link Change Ticket(s) with Deployments . Otherwise, Change Ticket field will be required in the deployment request form. When change ticket number is passed the ticket number is validated on the external application.
- style