Connecting SailPoint and BMC Helix Remedyforce Service Desk

To create the connection:

1. Sign in to SailPoint > Admin interface.
2. Select Connections > Service Desk. The Service Desk connections page displays.
3. Select Create, and then 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. If the Summary is satisfactory, select Create.

General Settings

The following are the steps to set up your BMC Helix Remedyforce Service Desk integration:

1. Enter a unique Name for the integration that you are setting up.
2. Enter a unique Description for the integration. The description will help you identify the associated sources and tasks associated with an integration.

3. Select BMC Helix Remedyforce Service Desk for the Integration Type.

4. Select Incident in the Ticket Type dropdown list.

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 Remedyforce Service Desk system, verify that it is configured for provisioning.

Connectivity and Authentication

BMC Helix Remedyforce SDIM supports SessionID and OAuth2 as Authentication Types.

1. In the URL field, enter the URL of the source system you want to integrate with.
2. Select SessionID or OAuth2 for Authentication Type.
3. Complete the authentication steps:
   • SessionID Authentication
   • OAuth2 Authentication

SessionID Authentication

1. Enter the Username and Password of the BMC Helix Remedyforce admin user.
2. In the Token URL field, enter the URL required for SessionID authentication. For example, https://login.salesforce.com/services/Soap/u/35.0/.

OAuth2 Authentication

1. In the Grant Type drop-down list, select REFRESH_TOKEN.
2. In the Token URL field, enter the URL required for OAuth2 authentication. For example, https://<remedyforce instance>/services/oauth2/token.
3. In the Client ID and Client Secret fields, enter the values of the connected app.

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