Configuring SailPoint for BMC Helix Remedyforce Service Desk

Configure the following items for your BMC Helix Remedyforce Service Desk integration:

• Ticket Creation
• Status Mapping
• Requester Source

On the Summary page you can review the general settings and parameters for the connectivity and authentication.

Ticket Creation

The information provided in this section is used to create a ticket on the managed BMC Helix Remedyforce Service Desk system. You can customize this information by adding fields as required.

Supported Ticket Type:

• Service Request

Service Request Ticket creation includes two parts:

• Answers
• Fields

Answers

Answers include the following attributes:

• QuestionId: Request Definition fulfillment input id.
• Values: Value of the fulfillment input id field.

Fields

Fields include the following details:

• Request Definition ID: This requires the BMC Helix Remedyforce SDIM Request Definition Template ID which can be retrieved through workbench by query on BMCServiceDesk__SRM_RequestDefinition__c object.

• Client: The ID of the user for whom you are creating the request.

• To add a field, select Add Field. Select the field type and enter the required information based on the type, then select Save. Options are Single Value, Number, Multi Valued Field, Grouped Key-Value Pair, and Raw JSON. Edit the fields as needed by selecting Edit.

Advanced Properties

To add advanced properties to the details of the ticket, select View Advanced Properties.

1. Enter the Request Root Element Type. For example: JSONObject.
2. Enter the resource used for the request ticket in the Resource field. Do not include the base URL for the instance in the value. Provide only the remaining directories for the endpoint. For example: /services/apexrest/BMCServiceDesk/1.0/ServiceRequest.
3. Enter the JSON path expression that indicates the location of the ticket number in the Response Element field. For example: $.Result.['Number'].

Status Mapping

Map the status of the tickets in SailPoint to the corresponding BMC Helix Remedyforce status. Customize the status map to meet your needs by adding or deleting as needed.

Select Add Status to add new rows, and select 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 Remedyforce SDIM Status can be whatever is required.

Status Mapping Advanced Properties

Resource: 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 Remedyforce Service Desk:

/services/apexrest/BMCServiceDesk/1.0/ServiceRequest/SR$ticketId

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

$.Result.Fields[10].Value

Requester Source

In the Requester Source dropdown, select the source name through which BMC Helix Remedyforce Service Desk system's users are aggregated.

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