Best Practices

Before you start the configuration process, you should make decisions about the following components of this connection:

Identify the BMC Helix ITSM Service Desk system and the resources that will be used in the connection. Use the Name and Description fields in General Settings to clearly identify the specific BMC Helix ITSM Service Desk system and the sources used in the connection.
BMC Helix ITSM Details: Because you can create a connection for each BMC Helix ITSM Service Desk system used, you must identify the URL, administrator details, and the applicable authentication requirements for each instance to which you want to connect.
Sources: Verify that each source integrate with BMC Helix ITSM is configured for provisioning.
BMC Helix ITSM Statuses: Make a list of each possible status in the BMC Helix ITSM Service Desk system that you want to map to a status in SailPoint. This will help you track tickets as they move through the process. SailPoint uses this information to determine when a ticket is closed in the BMC Helix ITSM Service Desk system so the related provisioning task is also treated as complete. For more information about mapping statuses, see Status Mapping.
Requests: Identify each type of provisioning action in SailPoint for which you want to create a ticket in the BMC Helix ITSM Service Desk system, as well as the information from those actions that should be included in the related BMC Helix ITSM Service Desk ticket. For more information, see Ticket Creation.

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