BMC Helix ITSM is an IT service management platform used to track and resolve incidents. This guide walks you through the steps to gather the necessary information and configure your BMC Helix ITSM environment for the purpose of creating a BMC Helix ITSM Ticketing integration.
Before you begin, ensure that you have:
- Access to a BMC Helix ITSM instance with the AR REST API enabled
- Access to a BMC Helix ITSM account that has permission to create users and manage their permission groups
| Permission Group | Purpose |
|---|---|
| Incident User | Query, create, and update incidents, and read and add the work log entries behind their notes, comments, and attachments. Incident User works on incidents that are assigned to or owned by a support group the account belongs to, so add the service account to the support groups whose incidents the integration should manage. |
Incident User is the least access that supports most of the integration. Two things it does not cover:
- Incidents outside the service account's support groups. They are neither readable nor updatable, so add every support group whose incidents the integration should manage.
- Deleting or editing a work log entry created by someone else. Incident User can only change its own entries, so deleting a note or comment that a person wrote in BMC Helix will fail.
Grant Incident Master instead if you need either of those. It works on every incident in the account regardless of support group, and can change any work log entry that is not locked.
- Log in to your BMC Helix ITSM instance using an account with administrator permissions
- The steps below follow the classic web interface, which BMC's documentation calls Mid Tier
- Select Applications > Administrator Console > Application Administration Console
- In the Application Settings list, select Foundation > People > People and click Open
- Create the person record for a dedicated service account, or open the existing one. Use a service account rather than a personal account, so the integration keeps working when people leave
- On the People form, click the Application Permission tab
- Click Update Permission Groups
- In the Permission Group dialog box, select Incident User from the Permission Group list, then save the person record. The permission groups are described in the section above titled Required Permissions
- Take note of the service account's login name and password, and store these values in a safe location
- You have now created a service account for the integration. Proceed to the next section titled Configuring the Integration
For more information on BMC Helix permission groups, see the BMC Helix ITSM Roles and permissions docs page.
To configure a new BMC Helix ITSM integration in the Synqly system, provide each of the values as defined below:
| Integration Parameter | Description |
|---|---|
| Base URL | This is the root URL of your BMC Helix ITSM instance, for example https://your-instance.bmc.com. Do not include any path components such as /api. |
| Username | This is the username of the BMC Helix ITSM service account gathered when creating the service account above. |
| Password | This is the password of the BMC Helix ITSM service account gathered when creating the service account above. |
| Skip TLS Verification | Optional. Enable this when connecting to a BMC Helix ITSM instance that uses a self-signed certificate. Defaults to disabled, and should only be enabled for development or testing environments. |