Broker BMC Helix ITSM incidents with PagerDuty incidents via BMC Helix iPaaS, powered by Jitterbit

Integration Template

Version 22.1.01 and later

Updated: Sep-2-2022

Release Notes

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.

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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. 

Supporting Documentation

BMC Documentation

Product Version Requirements / Compatibility

BMC Helix ITSM version 20.08 and later

BMC Helix Multi-Cloud Broker version 22.1.01 and later