Creating Multiple Tickets in BMC Helix ITSM Service Desk System

To create multiple tickets in the BMC Helix ITSM Service Desk System using IdentityIQ, add the following attributes in the IdentityIQforBMCHelixITSMServiceDesk.xml file:

• multipleTicket: You can specify the following values:

  • true: A separate BMC Helix ITSM Service Desk ticket is created for each line item from the IdentityIQ access request.

  • false (this is the default): A single BMC Helix ITSM Service Desk ticket is created against all line items from the IdentityIQ access request.

    The entries use the following format:

    <entry key='multipleTicket' value='false'/>

• groupTicketBy: You can specify the following values:

  • none: If the attribute is not defined or if the attribute value is other than Application, then IdentityIQ sets this attribute to none.

  • Application (this is the default): If the attribute value is Application and multipleTicket=true, then IdentityIQ access request lines from the same application are moved to a single ticket.

    The entries use the following format:

    <entry key='groupTicketBy' value='Application'/>

For example, you can enter the multipleTicket and groupTicketBy keys in the integration configuration file as follows:

<entry key='multipleTicket' value='true'/>

<entry key='groupTicketBy' value='Application'/>