Connecting SailPoint and BMC Helix ITSM Service Desk

The BMC Helix SDIM connection performs effective and efficient service management for SailPoint services offered to the organization in BMC Helix ITSM Service Desk and enables you to create and manage tickets reported from other SailPoint sources.

To create the connection:

1. Sign in to SailPoint > Admin interface.
2. Go to Connections > Service Desk. The Service Desk connections page displays.
3. Provide the required information on the General Settings page.
4. Select Continue. The Configure page appears.
5. Provide the Connectivity and Authentication information on the Configure page.
6. Provide the Ticket Creation information on the Configure page.
7. Provide the Status Mapping information on the Configure page.
8. Provide the Requester Source information on the Configure page.
9. Select Continue to save the configuration and review the Summary of the configuration.

General Settings

1. Enter a descriptive Name for the connection.
2. Enter the Description of the connection.
3. From the Integration Type drop-down list, select BMC Helix ITSM SDIM.

4. Select the ticket type you want to create from the Ticket Type drop-down list. The options are: Incident, Change Request, Service Request, and DWP Service Request.

5. Select the Connection Type:

   • VA-Based Connection Type - Select the VA-Based connection type if you want to use a Virtual Appliance Cluster.
   • SaaS Connection Type - Select the SaaS connection type if you want to create a SaaS application without using a Virtual Appliance Cluster.

   Notes

   • SaaS Connection types don't support Credential Providers.
   • Once you create an integration, you cannot edit the connection type.

6. (Optional) If Credential Providers are supported for this integration, you can select Use a Credential Provider to use a credential provider configured in your tenant.

7. Enter the name of the Integration Owner.

VA-Based Connection Type

1. Select VA-Based connection type if you want to use a Virtual Appliance Cluster.
2. Select Save.

SaaS Connection Type

1. Select SaaS connection type if you want to create a SaaS application without using a Virtual Appliance Cluster.

Administrator Settings

1. Select the Enable Debug Logging checkbox to enable the integration to create and send debug log files to SailPoint Support to help troubleshoot issues.

2. If the Enable Debug Logging feature is needed, please contact SailPoint.

   Note

   Enable Debug Logging should not be enabled without SailPoint guidance.

Sources

In the Sources dropdown list, select sources to configure from the available sources. For each source you want to integrate with the BMC Helix ITSM Service Desk system, verify that it is configured for provisioning.

Connectivity and Authentication

BMC Helix ITSM supports AR-JWT and OAuth2 as Authentication Types.

1. Enter the URL of the REST API endpoint for BMC Helix ITSM server. For example, https://{serverName}-restapi.onbmc.com.
2. Select AR-JWT or OAuth2 for Authentication Type.
3. Complete the authentication steps:
   • AR-JWT Authentication
   • OAuth2 Authentication

AR-JWT Authentication

1. Enter the Username and Password of the BMC Helix ITSM user.
2. 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.

OAuth2 Authentication

1. Select REFRESH_TOKEN as the Grant Type.
2. 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.
3. Enter the required value for Refresh Token.
4. Enter the Client ID and Client Secret values of the connected app.

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