General Configuration Parameters

The configuration must include the following parameters:

Enter the URL of the REST API endpoint for BMC Helix ITSM server.

For example, https://{serverName}-restapi.onbmc.com

Specify the authentication method that is supported by the Service Desk System: AR-JWT or OAuth2

Specify the name of the BMC ITSM - Direct Application in IdentityIQ from which BMC Helix ITSM users are aggregated.

This is required for use by the Plan Initializer.

Specify the ticket type to generate the ticket on Service Desk system:

  • incident

  • changeRequest

  • serviceRequest

  • DWP_Service_Request (only supported when using the BMC Helix ITSM Service Desk version 21.3)

Applicable if authenticationType is selected as AR-JWT

Specify the service account username for AR-JWT authentication.

Specify the service account users password for AR-JWT authentication.

Enter the Token URL required to generate an access token. The Token URL is the REST API endpoint for BMC Helix ITSM server.

For example, AR-JWT for BMC Helix ITSM will be https://{serverName}-restapi.onbmc.com/api/jwt/login

Applicable if authenticationType is selected as OAuth2

Enter REFRESH_TOKEN as the type of grant for OAuth2 authentication.

Specify the client ID for OAuth2 authentication.

Specify the client secret for OAuth2 authentication.

Enter a valid refresh token for grant type authentication.

Enter the Token URL required for OAuth2 authentication. The Token URL is the RSSO endpoint for the BMC Helix ITSM server.

For example, https://{serverName}-rsso.onbmc.com/rsso/oauth2/token

The Application Configuration XML contains all configurations for Incident and Change Request modules. Depending on ticketType, configurations are executed by connectors for the appropriate processing.