# 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.

> [!NOTE]
>
> BMC Helix ITSM Service Desk SDIM supports Incident, Change Request, Service Request, DWP Service Request ticket types.

**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](<#general-settings>) page.
4. Select **Continue**. The Configure page appears.
5. Provide the [Connectivity and Authentication](<#connectivity-and-authentication>) information on the Configure page.
6. Provide the [Ticket Creation](<https://documentation.sailpoint.com/connectors/service_desk_integrations/bmc_helix_itsm/help/configuring.html#ticket-creation>) information on the Configure page.
7. Provide the [Status Mapping](<https://documentation.sailpoint.com/connectors/service_desk_integrations/bmc_helix_itsm/help/configuring.html#status-mapping>) information on the Configure page.
8. Provide the [Requester Source](<https://documentation.sailpoint.com/connectors/service_desk_integrations/bmc_helix_itsm/help/configuring.html#requester-source>) information on the Configure page.
9. Select **Continue** to save the configuration and review the Summary of the configuration.

## General Settings

> [!NOTE]
>
> **Screenshot**
>
> [![General Settings](<https://documentation.sailpoint.com/connectors/service_desk_integrations/bmc_helix_itsm/help/img/general_settings.png>)](<https://documentation.sailpoint.com/connectors/service_desk_integrations/bmc_helix_itsm/help/img/general_settings.png>)

> [!NOTE]
>
> Ensure that the name and description of each connection are unique. Because you can configure multiple source types to use this connection, you should specify the sources in the description. The tickets for those sources will be processed on the managed system while the status of the tickets are synchronized in SailPoint.

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](<#va-based-connection-type>) - Select the **VA-Based** connection type if you want to use a Virtual Appliance Cluster.
   - [SaaS Connection Type](<#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

> [!NOTE]
>
> **Screenshot**
>
> [![VA-Based Connection Type](<https://documentation.sailpoint.com/connectors/service_desk_integrations/bmc_helix_itsm/help/img/va_connection_settings.png>)](<https://documentation.sailpoint.com/connectors/service_desk_integrations/bmc_helix_itsm/help/img/va_connection_settings.png>)

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

### SaaS Connection Type

> [!NOTE]
>
> **Screenshot**
>
> [![SaaS Connection Type](<https://documentation.sailpoint.com/connectors/service_desk_integrations/bmc_helix_itsm/help/img/saas_connection_type.png>)](<https://documentation.sailpoint.com/connectors/service_desk_integrations/bmc_helix_itsm/help/img/saas_connection_type.png>)

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

> [!NOTE]
>
> When you select the SaaS connection type, the [Enable Debug Logging](<#administrator-settings>) feature is available. It is only supported for Service Desk SaaS integration.

#### Administrator Settings

> [!NOTE]
>
> **Screenshot**
>
> [![Administrator Settings](<https://documentation.sailpoint.com/connectors/service_desk_integrations/bmc_helix_itsm/help/img/enable_debug_logging.png>)](<https://documentation.sailpoint.com/connectors/service_desk_integrations/bmc_helix_itsm/help/img/enable_debug_logging.png>)

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

> [!NOTE]
>
> **Screenshot**
>
> [![Sources](<https://documentation.sailpoint.com/connectors/service_desk_integrations/bmc_helix_itsm/help/img/general_settings_sources.png>)](<https://documentation.sailpoint.com/connectors/service_desk_integrations/bmc_helix_itsm/help/img/general_settings_sources.png>)

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.

> [!TIP]
>
> Edit the **Description** field for these sources to indicate they are used in the BMC Helix ITSM Service Desk integration.

## Connectivity and Authentication

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

> [!NOTE]
>
> **Screenshot**
>
> [![Connectivity and Authentication](<https://documentation.sailpoint.com/connectors/service_desk_integrations/bmc_helix_itsm/help/img/connectivity_authentication.png>)](<https://documentation.sailpoint.com/connectors/service_desk_integrations/bmc_helix_itsm/help/img/connectivity_authentication.png>)

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](<#ar-jwt-authentication>)
   - [OAuth2 Authentication](<#oauth2-authentication>)

### AR-JWT Authentication

> [!NOTE]
>
> **Screenshot**
>
> [![AR-JWT Authentication](<https://documentation.sailpoint.com/connectors/service_desk_integrations/bmc_helix_itsm/help/img/arjwt_authentication.png>)](<https://documentation.sailpoint.com/connectors/service_desk_integrations/bmc_helix_itsm/help/img/arjwt_authentication.png>)

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

> [!NOTE]
>
> **Screenshot**
>
> [![OAuth2 Authentication](<https://documentation.sailpoint.com/connectors/service_desk_integrations/bmc_helix_itsm/help/img/oauth2_authentication.png>)](<https://documentation.sailpoint.com/connectors/service_desk_integrations/bmc_helix_itsm/help/img/oauth2_authentication.png>)

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.