Skip to content

Integrating SailPoint with BMC Helix Remedyforce Service Desk

Integration

This is an integration and requires additional licensing or subscriptions to utilize it. For more information, contact your customer success manager.

SailPoint's BMC Helix Remedyforce Service Desk connector integrates with BMC Helix Remedyforce for service to bring the BMC Helix Remedyforce experience to SailPoint where the users can raise and track service desk tickets to their logical closure without leaving SailPoint.

Notes

  • Currently, the BMC Helix Remedyforce Service Desk Integration supports only Service Request ticket type.

Note

To view the latest features, enhancements, and fixes for all SaaS connectors, refer to the SaaS Release Notes page.

Supported Features

SailPoint's BMC Helix Remedyforce Service Desk supports the following features:

  • Creation of tickets for manual provisioning operations and status check.
  • Synchronization of ticket status between SailPoint's BMC Helix Remedyforce Service Desk Integration Module (SDIM) and the BMC Helix Remedyforce Service Desk system.
  • The supported operations are:
    • List
    • View
    • Create
    • Edit/Update
    • Delete
  • Retry Mechanism for check ticket status failure.

Note

The BMC Helix Remedyforce Service Desk Integration can be configured as a SaaS Connection Type for SaaS connectivity that doesn't require a Virtual Appliance Cluster.

Prerequisites

Important

For Service Desk Integration Module to function properly, ensure that the feature flag GOV_DISABLE_PLAN_INITIALIZER is set to true for your organization. For more information, reach out to Professional Services/Expert Services.

  • Configure the virtual appliance cluster only when using a VA-based connection type. For instructions, refer to the Virtual Appliance Reference Guide.

    Note

    This requirement doesn't apply to SaaS connections.

  • Configure at least one source of BMC Helix Remedyforce in order to coordinate created tickets.

  • Aggregate the users from the BMC Helix Remedyforce system into SailPoint.

Required Permissions

The BMC Helix Remedyforce Service Desk Integration service account requires the following:

  • Administrator user access on the BMC Remedyforce SDIM portal.

System Requirements

BMC Helix Remedyforce Service Desk supports the following BMC Remedyforce product:

  • BMC Helix Remedyforce Service Desk 20.22.01

  • The virtual appliance must be able to connect to the ITSM system when using a VA-based connection type, typically using outbound access for port 443 (HTTPS).

    Note

    This requirement doesn't apply to SaaS connections.

Best Practices

Before you start the configuration process, you should make decisions about the following components of this integration:

  • Identify - Find the BMC Helix Remedyforce Service Desk system and the resources that will be used in the connection. Use the Name and Description fields in General Settings to clearly identify the specific BMC Helix Remedyforce Service Desk system and the sources used in the connection.
  • BMC Helix Remedyforce Details - You can create an integration for each BMC Helix Remedyforce Service Desk system your company uses. If the integration meets the prerequisites, you need to identify the URL for each instance you want to integrate with. You also need to identify the administrator details and the applicable authentication requirements.

  • Sources - For each source you want to integrate with an BMC Helix Remedyforce system, verify that it is configured for provisioning. For more information, refer to Prerequisites.

    Tip

    Edit the Description field for these sources to indicate they are used in the BMC Helix Remedyforce Service Desk Integration Module.

  • BMC Helix Remedyforce Statuses - Make a list of each possible status in the BMC Helix Remedyforce Service Desk system that you want to map to a status in SailPoint. This will help you track tickets as they're worked. Most importantly, SailPoint uses this mapping to determine when a ticket is closed in the BMC Helix Remedyforce Service Desk system so that the related provisioning task is also treated as complete. For more information about mapping statuses, refer to Status Mapping.

  • Requests - Identify each type of provisioning action in SailPoint that you want to create a ticket for in the BMC Helix Remedyforce Service Desk system, along with the information from those actions that should be included in the related BMC Helix Remedyforce Service Desk system ticket. For more information, refer to Ticket Creation.

Documentation Feedback

Feedback is provided as an informational resource only and does not form part of SailPoint’s official product documentation. SailPoint does not warrant or make any guarantees about the feedback (including without limitation as to its accuracy, relevance, or reliability). All feedback is subject to the terms set forth at https://developer.sailpoint.com/discuss/tos.