# 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](<#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_remedyforce/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_remedyforce/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_remedyforce/help/configuring.html#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:

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

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](<#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_remedyforce/help/img/va_connection_settings.png>)](<https://documentation.sailpoint.com/connectors/service_desk_integrations/bmc_helix_remedyforce/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_remedyforce/help/img/saas_connection_type.png>)](<https://documentation.sailpoint.com/connectors/service_desk_integrations/bmc_helix_remedyforce/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_remedyforce/help/img/enable_debug_logging.png>)](<https://documentation.sailpoint.com/connectors/service_desk_integrations/bmc_helix_remedyforce/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_remedyforce/help/img/general_settings_sources.png>)](<https://documentation.sailpoint.com/connectors/service_desk_integrations/bmc_helix_remedyforce/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 Remedyforce 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 Remedyforce Service Desk integration.

## Connectivity and Authentication

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

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

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

### SessionID Authentication

> [!NOTE]
>
> **Screenshot**
>
> [![SessionID Authentication](<https://documentation.sailpoint.com/connectors/service_desk_integrations/bmc_helix_remedyforce/help/img/sessionid_authentication.png>)](<https://documentation.sailpoint.com/connectors/service_desk_integrations/bmc_helix_remedyforce/help/img/sessionid_authentication.png>)

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

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

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.

> [!NOTE]
>
> For more information, visit the [Help And Training Community](<https://help.salesforce.com/s/articleView?id=sf.connected_app_overview.htm&amp;type=5>) for Creating Connected Apps.