# Configuring SailPoint for BMC Helix Remedyforce Service Desk

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

- [Ticket Creation](<#ticket-creation>)
- [Status Mapping](<#status-mapping>)
- [Requester Source](<#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

> [!NOTE]
>
> **Screenshot**
>
> [![Ticket Creation Answers](<https://documentation.sailpoint.com/connectors/service_desk_integrations/bmc_helix_remedyforce/help/img/ticket_creation_answers.png>)](<https://documentation.sailpoint.com/connectors/service_desk_integrations/bmc_helix_remedyforce/help/img/ticket_creation_answers.png>)

Answers include the following attributes:

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

### Fields

> [!NOTE]
>
> **Screenshot**
>
> [![Ticket Creation Fields](<https://documentation.sailpoint.com/connectors/service_desk_integrations/bmc_helix_remedyforce/help/img/ticket_creation_fields.png>)](<https://documentation.sailpoint.com/connectors/service_desk_integrations/bmc_helix_remedyforce/help/img/ticket_creation_fields.png>)

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**.

> [!NOTE]
>
> **Screenshot**
>
> [![Advanced Properties](<https://documentation.sailpoint.com/connectors/service_desk_integrations/bmc_helix_remedyforce/help/img/ticket_creation_advanced.png>)](<https://documentation.sailpoint.com/connectors/service_desk_integrations/bmc_helix_remedyforce/help/img/ticket_creation_advanced.png>)

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']`.

> [!NOTE]
>
> The ticket number generated on the Service Desk system for the corresponding provisioning action can be seen under **Search \> Account Activity** details of the identity. For more information, refer to [Account Activity Using Search](<https://documentation.sailpoint.com/saas/help/search/index.html#account-activity>).

## Status Mapping

> [!NOTE]
>
> **Screenshot**
>
> [![Status Mapping](<https://documentation.sailpoint.com/connectors/service_desk_integrations/bmc_helix_remedyforce/help/img/status_mapping.png>)](<https://documentation.sailpoint.com/connectors/service_desk_integrations/bmc_helix_remedyforce/help/img/status_mapping.png>)

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

> [!NOTE]
>
> **Screenshot**
>
> [![Status Mapping Advanced Properties](<https://documentation.sailpoint.com/connectors/service_desk_integrations/bmc_helix_remedyforce/help/img/status_mapping_advanced.png>)](<https://documentation.sailpoint.com/connectors/service_desk_integrations/bmc_helix_remedyforce/help/img/status_mapping_advanced.png>)

**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:

```text
/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:

```text
$.Result.Fields[10].Value
```

## Requester Source

> [!NOTE]
>
> **Screenshot**
>
> [![Requester Source](<https://documentation.sailpoint.com/connectors/service_desk_integrations/bmc_helix_remedyforce/help/img/requester_source.png>)](<https://documentation.sailpoint.com/connectors/service_desk_integrations/bmc_helix_remedyforce/help/img/requester_source.png>)

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