BMC Helix ITSM

the bmc helix itsm connector facilitates the automation of it service management tasks such as incident creation, problem recording, and change request management bmc helix itsm is a cutting edge it service management solution that streamlines incident, problem, and change management processes this connector enables swimlane turbine users to automate itsm workflows, such as creating and updating incidents, problems, and changes directly within bmc helix itsm by integrating with bmc helix itsm, users can enhance their incident response capabilities, reduce manual efforts, and accelerate resolution times, all while maintaining a centralized view of itsm activities limitations with bmc helix single sign on, your end users can present credentials for authentication only once in a multi software environment administrators enable single sign on experience for applications, configure authentication methods, and review audit records supported version it supports the 21 3 version of bmc helix single sign on additional docs https //docs bmc com/docs/is221/using authorization rest apis to consume bmc helix single sign on 1039590021 html https //docs bmc com/docs/rsso/213/configuring oauth 2 0 1198861985 html https //docs bmc com/docs/itsm221/integrating third party applications with bmc helix itsm by using the simplified rest api 1053748396 html configuration prerequisites to effectively utilize the bmc helix itsm connector with swimlane turbine, ensure you have the following prerequisites custom authentication configured with the necessary parameters url endpoint for bmc helix itsm api access authentication methods oauth2 access token authentication with these parameter url the endpoint for the bmc helix itsm api services access token token used to authenticate api requests oauth2 refresh token authentication with these parameters url the endpoint for the bmc helix itsm api services client id the client id must correspond to the client id specified in the registeredclient table client secret the client secret must correspond to the redirect uri specified in the registeredclient table refresh token a token used to obtain a new access token when the current one expires setup instructions document references oauth2 0 login document reference https //docs bmc com/docs/is221/using authorization rest apis to consume bmc helix single sign on 1039590021 html configuring oauth 2 0 https //docs bmc com/docs/rsso/213/configuring oauth 2 0 1198861985 html capabilities create a change create a problem create an incident retrieve incident details based on search criteria retrieve incident details based on the incident id update the details of an incident create a change create a change in bmc helix itsm it's used to create the bmc helix itsm tickets bmc helix itsm's documentation for this action can be found https //docs bmc com/docs/itsm221/example of using the simplified rest api to create a ticket 1117623801 html create a problem create a problem in bmc helix itsm it's used to create the bmc helix itsm tickets bmc helix itsm's documentation for this action can be found https //docs bmc com/docs/itsm221/example of using the simplified rest api to create a ticket 1117623801 html create an incident create an incident in bmc helix itsm it's used to create the bmc helix itsm tickets bmc helix itsm's documentation for this action can be found https //docs bmc com/docs/itsm221/example of using the simplified rest api to create a ticket 1117623801 html retrieve incident details based on search criteria retrieve detailed information on incidents in bmc helix itsm using specified search criteria bmc helix itsm's documentation for this action can be found https //docs bmc com/docs/itsm213/example of using the simplified rest api to search and update an incident 1030556758 html retrieve incident details based on the incident id retrieve detailed information for a specific incident in bmc helix itsm using the provided incident id bmc helix itsm's documentation for this action can be found https //docs bmc com/docs/itsm213/example of using the simplified rest api to search and update an incident 1030556758 html update the details of an incident updates an incident's details in bmc helix itsm using the specified incident id and provided data bmc helix itsm's documentation for this action can be found https //docs bmc com/docs/itsm213/example of using the simplified rest api to search and update an incident 1030556758 html notes the swimlane team will provide a python script and instructions on how to use the script to generate the access token and refresh token using oauth2 0 configurations bmc helix itsm custom authentication bmc helix itsm custom authentication using access token or client credentials configuration parameters parameter description type required url a url to the target host string required access token the access token string optional client id the client id must correspond to the client id specified in the registeredclient table string optional client secret the client secret must correspond to the redirect uri specified in the registeredclient table string optional refresh token the refresh token string optional verify ssl verify ssl certificate boolean optional http proxy a proxy to route requests through string optional actions create a change creates a new change request in bmc helix itsm with the provided headers and json body content endpoint url /api/com bmc dsm itsm itsm rest api/v2/change method post input argument name type required description headers object required http headers for the request headers x requested by string required the header value should be xmlhttprequest summary string optional the summary of the change impact number optional the impact of the change urgency number optional the urgency of the change status number optional the status of the change locationcompany string optional the location company of the change requestedfor object optional parameter for create a change requestedfor loginid string optional the login id of the requested for coordinatorgroupid string optional the coordinator group id of the change coordinatorgroup string optional the coordinator group of the change coordinatorgrouporganization string optional the coordinator group organization of the change coordinatorgroupcompany string optional the coordinator group company of the change input example {"json body" {"summary" "change the printer","impact" 4000,"urgency" 1000,"status" 1,"locationcompany" "petramco","requestedfor" {"loginid" "petramcoallticketmaster"},"coordinatorgroupid" "sgp000000000213","coordinatorgroup" "petramco support group1","coordinatorgrouporganization" "petramco support org1","coordinatorgroupcompany" "petramco"},"headers" {"x requested by" "xmlhttprequest"}} output parameter type description status code number http status code of the response reason string response reason phrase output example {"status code" 200,"response headers" {"content length" "140","content type" "application/json","date" "thu, 16 jan 2024 20 37 23 gmt"},"reason" "ok","json body" {}} create a problem initiates the creation of a problem record in bmc helix itsm using specified headers and json body content endpoint url /api/com bmc dsm itsm itsm rest api/v2/problem method post input argument name type required description headers object required http headers for the request headers x requested by string required the header value should be xmlhttprequest summary string optional summary of the problem description string optional description of the problem impact number optional impact of the problem urgency number optional urgency of the problem siteid string optional site id of the problem site string optional site of the problem sitegroup string optional site group of the problem siteregion string optional site region of the problem company string optional company of the problem input example {"json body" {"summary" "sample problem is created","description" "this is sample problem to test create problem api","impact" 4000,"urgency" 4000,"siteid" "ste soln0002846","site" "headquarters, building 1 31","sitegroup" "united states","siteregion" "americas","company" "calbro services"},"headers" {"x requested by" "xmlhttprequest"}} output parameter type description status code number http status code of the response reason string response reason phrase output example {"status code" 200,"response headers" {"content length" "140","content type" "application/json","date" "thu, 16 jan 2024 20 37 23 gmt"},"reason" "ok","json body" {}} create an incident initiates the creation of an incident in bmc helix itsm using the provided json body details endpoint url /api/com bmc dsm itsm itsm rest api/v2/incident method post input argument name type required description summary string optional summary of the incident impact number optional impact of the incident priority number optional priority of the incident urgency number optional urgency of the incident incidenttype number optional type of the incident assigneegroupid string optional assignee group id of the incident assigneegroup string optional assignee group of the incident assigneesupportcompany string optional assignee support company of the incident assigneesupportorganization string optional assignee support organization of the incident customer object optional customer of the incident customer loginid string optional login id of the customer input example {"json body" {"summary" "printer is not working","impact" 2000,"priority" 2,"urgency" 4000,"incidenttype" 0,"assigneegroupid" "sgp000000000010","assigneegroup" "frontoffice support","assigneesupportcompany" "calbro services","assigneesupportorganization" "it support","customer" {"loginid" "allen"}}} output parameter type description status code number http status code of the response reason string response reason phrase output example {"status code" 200,"response headers" {"content length" "140","content type" "application/json","date" "thu, 16 jan 2024 20 37 23 gmt"},"reason" "ok","json body" {}} retrieve incident details based on search criteria retrieve detailed incident information from bmc helix itsm based on user defined search criteria endpoint url /api/com bmc dsm itsm itsm rest api/incident/search method post input argument name type required description parameters filter string optional filter incidents by group limit number optional maximum number of incidents to return offset number optional starting point for the incident list sortby array optional sort the incidents by field and order sortby field string optional field to sort by sortby order string optional order of the sort fields array optional fields to return in the response criteria object optional criteria to filter the incidents criteria bindingexpression string optional binding expression to use for the criteria criteria conditions string optional conditions to filter the incidents input example {"parameters" {"filter" "my group"},"json body" {"limit" 10,"offset" 10,"sortby" \[{"field" "priority","order" "desc"}],"fields" "\['id','status']","criteria" {"bindingexpression" "and","conditions" "{\r\n \\"fieldname\\" \\"status\\",\r\n \\"operation\\" \\"eq\\",\r\n \\"fieldvalue\\" \\"27000\\"\r\n },\r\n {\r\n \\"fieldname\\" \\"assignee\\",\r\n \\"operation\\" \\"eq\\",\r\n \\"fieldvalue\\" \\"allen allbrook\\"\r\n }"}}} output parameter type description status code number http status code of the response reason string response reason phrase output example {"status code" 200,"response headers" {"content length" "140","content type" "application/json","date" "thu, 16 jan 2024 20 37 23 gmt"},"reason" "ok","json body" {}} retrieve incident details based on the incident id retrieve detailed information for a specific incident in bmc helix itsm using the provided incident id endpoint url /api/com bmc dsm itsm itsm rest api/incident/{{incident id}} method get input argument name type required description path parameters incident id string required incident id input example {"path parameters" {"incident id" "inc000000000102"}} output parameter type description status code number http status code of the response reason string response reason phrase output example {"status code" 200,"response headers" {"content length" "140","content type" "application/json","date" "thu, 16 jan 2024 20 37 23 gmt"},"reason" "ok","json body" {}} update the details of an incident updates an incident's details in bmc helix itsm using the specified incident id and provided data endpoint url /api/com bmc dsm itsm itsm rest api/incident/{{incident id}} method patch input argument name type required description path parameters incident id string required the id of the incident to be updated id string optional unique identifier for the item guid string optional unique identifier for the item instanceid string optional unique identifier for the instance summary string optional brief description of the item description string optional detailed description of the item locationcompany string optional company where the item is located createdate string optional date when the item was created modifieddate string optional date when the item was last modified type number optional type of the item status number optional status of the item statusreason number optional reason for the status of the item resolutionnote string optional note for the resolution of the item priority number optional priority of the item impact number optional impact of the item urgency number optional urgency of the item customer object optional parameter for update the details of an incident customer loginid string optional login id of the customer customer firstname string optional first name of the customer customer lastname string optional last name of the customer customer fullname string optional full name of the customer customer company string optional company of the customer customer permission array optional permissions of the customer customer assigneesupportgroups array optional parameter for update the details of an incident customer assigneesupportgroups id string optional id of the group input example {"path parameters" {"incident id" "inc000000000102"}} output parameter type description status code number http status code of the response reason string response reason phrase output example {"status code" 200,"response headers" {"content length" "140","content type" "application/json","date" "thu, 16 jan 2024 20 37 23 gmt"},"reason" "ok","json body" {}} response headers header description example content length the length of the response body in bytes 140 content type the media type of the resource application/json date the date and time at which the message was originated thu, 16 jan 2024 20 37 23 gmt