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A bi-directional integration template developed by using the ticket brokering application BMC Helix Multi-Cloud Broker, leveraging BMC Helix iPaaS, powered by Jitterbit. Use the integration template to automatically create a PagerDuty incident from a new BMC Helix ITSM incident and vice versa. The integration template automates the task of synchronizing comments, updates, and status between the two tickets.
Key Features
- Create a PagerDuty incident from a new BMC Helix ITSM incident. The BMC Helix ITSM incident number is added to the PagerDuty incident title.
- Create a BMC Helix ITSM incident from a new PagerDuty incident. The BMC Helix ITSM incident number is added to the PagerDuty incident title.
- Update the PagerDuty incident details when the BMC Helix ITSM incident summary and severity (or priority) is changed.
- Update the BMC Helix ITSM incident vendor properties when the PagerDuty incident assignee is changed.
- Synchronize worklog between the two applications.
- Update the status of a PagerDuty incident to Acknowledged or Resolved when a BMC Helix ITSM incident status is changed to In Progress or Resolved.
- Update the status of a BMC Helix ITSM incident to In Progress or Resolved when a PagerDuty incident status is changed to Acknowledged or Resolved.
Licensing Information
Please contact your BMC representative for licensing the solution.
Product Version Requirements / Compatibility
BMC Helix ITSM version 20.08 and later
BMC Helix Multi-Cloud Broker version 22.1.01 and later