Posting BMC Helix ITSM incident and work note updates in Microsoft Teams by using MuleSoft Anypoint platform
An integration template to automatically post updates on a Teams channel for a BMC Helix ITSM incident. The integration template automates the task of posting an update when an incident is created or updated, a work note is added to the incident, and updating the BMC Helix ITSM incident details or status when a user replies to the Teams post.
Posting BMC Helix ITSM incident and work note updates in Microsoft Teams by using MuleSoft Anypoint platform
An integration template to automatically post updates on a Teams channel for a BMC Helix ITSM incident. The integration template automates the task of posting an update when an incident is created or updated, a work note is added to the incident, and updating the BMC Helix ITSM incident details or status when a user replies to the Teams post.
Key Features
Creates a Microsoft Teams post when:
- A user or updates creates an incident.
- A link to the incident is also included in the post. Impact values can include Impact 1-Extensive/Widespread or 2-Significant/Large and Urgency 1-Critical.
- Incient values are auto-updated.
- A user adds or updates an incident work note with view access Public.
- An attachment is added to an incident work note.
- The attachment is stored in Microsoft SharePoint and a reference to it is available in the post.
Updates the BMC Helix ITSM incident when:
- A user adds a post to the post created for the incident.
- A user updates the BMC Helix incident status value by using an outgoing Webhook.
Licensing Information
Please contact your BMC representative for licensing the solution.
Product Version Requirements/Compatibility
Microsoft Teams version 1.0 and later
BMC Helix ITSM version 19.11 and later