Status Mapping

Map the status of the tickets in Identity Security Cloud to the corresponding BMC Helix ITSM status. Customize the status map to meet your needs by adding or deleting as needed.

Click Add Status to add new rows, or the trash can icon to remove those that are no longer needed. For the Identity Security Cloud Status, select from the drop-down list, Failed, Committed, or Queued. The BMC Helix SDIM Status can be whatever is required.

Note
The Status Keys vary by Ticket Type selected.

To add more details to the status mapping, select View Advanced Properties.

REST endpoint used to read the ticket. Do not provide the base URL in the value, the base URL is appended to this endpoint value.

BMC Helix ITSM Service Desk:

/api/arsys/v1/entry/HPD:IncidentInterface?q='Incident+Number'=%22$ticketId%22

A JSON path expression that identifies the ticket number in the response from the REST endpoint.

For example:

$.entries[0].values.Status

To add more details to the status mapping, select View Advanced Properties.

REST endpoint used to read the ticket. Do not provide the base URL in the value, the base URL is appended to this endpoint value.

BMC Helix ITSM Service Desk:

/api/arsys/v1/entry/CHG:ChangeInterface?q='Infrastructure+Change+ID'=%22$ticketId%22

A JSON path expression that identifies the ticket number in the response from the REST endpoint.

For example:

$.entries[0].values.['Change Request Status']

To add more details to the status mapping, select View Advanced Properties.

REST endpoint used to read the ticket. Do not provide the base URL in the value, the base URL is appended to this endpoint value.

BMC Helix ITSM Service Desk:

/api/arsys/v1/entry/SRM:RequestInterface?q='Request+Number'=%22$ticketId%22

A JSON path expression that identifies the ticket number in the response from the REST endpoint.

For example:

$.entries[0].values.Status

REST endpoint used to read the ticket. Do not provide the base URL in the value, the base URL is appended to this endpoint value. For example:

/api/myit-sb/services/requests/$ticketId

A JSON path expression that identifies the ticket number in the response from the REST endpoint. For example:

$.status.status