BmcITSM

BMC Helix ITSM integration enables customers to manage service request, incident, change request, task, problem investigation, known error and work order tickets.

Category

Utilities

Pack

BmcITSM

Configuration parameters

• url — Server URL (required)
• credentials — User Name (required)
• max_fetch — Maximum Number of Incidents per Fetch
• first_fetch — First fetch timestamp (<number> <time unit>, e.g., 12 hours, 7 days).
• ticket_type — Ticket Type
• ticket_status — Ticket Status
• ticket_impact — Ticket Impact
• ticket_urgency — Ticket Urgency
• query — Fetch by Query
• mirror_direction — Incident Mirroring Direction
• close_incident — Close Mirrored XSOAR Incident
• close_ticket — Close Mirrored BMC Helix ITSM Ticket
• proxy — Use system proxy settings
• insecure — Trust any certificate (not secure)
• incidentType — Incident type
• incidentFetchInterval — Incidents Fetch Interval
• isFetch — Fetch incidents

Commands (31)

• bmc-itsm-change-request-create — Creates a change request ticket in BMC Helix ITSM. The ticket is created by using a template or from scratch.
• bmc-itsm-change-request-template-list — Lists all change requests ticket templates. Useful for creating change request tickets. The records are retrieved by the query argument or by the filtering arguments. When using filtering arguments, each one defines a 'LIKE' operation and an 'AND' operator is used between them. To see the entire JSON then you can use the raw_response=true at the end of the command.
• bmc-itsm-change-request-update — Updates the details of change request ticket for the specified request ID.
• bmc-itsm-company-list — Retrieves a list of companies from BMC Helix ITSM. The records are retrieved by the query argument or by the filtering arguments. When using filtering arguments, each one defines a 'LIKE' operation and an 'AND' operator is used between them. To see the entire JSON then you can use the raw_response=true at the end of the command.
• bmc-itsm-incident-create — Creates a new incident ticket. An incident is any event that is not part of the standard operation of a service and that causes an interruption to or a reduction in the quality of that service.
• bmc-itsm-incident-template-list — Lists all incident requests ticket templates. Useful for create incident tickets. The records are retrieved by the query argument or by the filtering arguments. When using filtering arguments, each one defines a 'LIKE' operation and an 'AND' operator is used between them. To see the entire JSON then you can use the raw_response=true at the end of the command.
• bmc-itsm-incident-update — Update incident ticket.
• bmc-itsm-known-error-create — Create known error ticket.
• bmc-itsm-known-error-update — Update Known Error ticket type.
• bmc-itsm-problem-investigation-create — Creates a problem investigation ticket.
• bmc-itsm-problem-investigation-update — Updates The problem investigation ticket type.
• bmc-itsm-service-request-create — Creates a new service request ticket. A service request ticket is the request record that is generated from the service request definition to manage and track the execution. To create it, you need to provide the srd_instance_id argument, which can be retrieved by by executing the bmc-itsm-service-request-definition-list command and extracting the instanceID field. User and company arguments can be retrieved by executing the bmc-itsm-user-list and bmc-itsm-company-list. To see the entire JSON then you can use the raw_response=true at the end of the command.
• bmc-itsm-service-request-definition-list — request a list of service request definitions.
• bmc-itsm-service-request-update — Updates the details of a service request ticket for a given request ID. User and company related arguments can be retrieved by executing the bmc-itsm-user-list and bmc-itsm-company-list commands.
• bmc-itsm-support-group-list — Lists all support groups. Useful for getting possible (Company, Support Organization, Support Group) triplets.
• bmc-itsm-task-create — Creates a new task ticket. By splitting cases into individual tasks (assignments), you can focus on one assignment at a time to resolve cases more efficiently. Task ticket type can be attached only to the following ticket types: change request, incident, problem investigation, known error and work order.
• bmc-itsm-task-template-list — Lists all task ticket templates. Useful for creating task tickets. The records are retrieved by the query argument or by the filtering arguments. When using filtering arguments, each one defines a 'LIKE' operation and an 'AND' operator is used between them. To see the entire JSON then you can use the raw_response=true at the end of the command.
• bmc-itsm-task-update — Updates the task ticket.
• bmc-itsm-ticket-create-relationship — Creates a relationship between two tickets.
• bmc-itsm-ticket-delete — Deletes a ticket by its request ID. Only admin users can perform this command.
• bmc-itsm-ticket-list — Retrieves a list of BMC Helix ITSM tickets. The records are retrieved by the query argument or by the filtering arguments. When using filtering arguments, each one defines a 'LIKE' operation and an 'AND' operator is used between them. To see the entire JSON then you can use the raw_response=true at the end of the command.
• bmc-itsm-user-list — Retrieves a list of user profiles from BMC Helix ITSM. The records are retrieved by the query argument or by the filtering arguments. When using filtering arguments, each one performs a `LIKE` operation, and multiple filters are combined using the `AND` operator. To view the full JSON response, add raw_response=true to the end of the command.
• bmc-itsm-work-order-create — Creates a new work order ticket.
• bmc-itsm-work-order-template-list — Lists all work order templates. Useful for creating work orders. The records are retrieved by the query argument or by the filtering arguments. When using filtering arguments, each one defines a 'LIKE' operation and an 'AND' operator is used between them. To see the entire JSON, you can use the raw_response=true at the end of the command.
• bmc-itsm-work-order-update — Updates the work order ticket.
• bmc-itsm-worklog-add — Adds a worklog entry to an existing incident ticket in BMC Helix ITSM. Worklogs are used to document work performed, status updates, or communication related to an incident.
• bmc-itsm-worklog-attachment-get — Retrieves a list of service request definitions. The records are retrieved by the query argument or by the filtering arguments. When using filtering arguments, each one defines a 'LIKE' operation and an 'AND' operator is used between them. To see the entire JSON then you can use the raw_response=true at the end of the command.
• bmc-itsm-worklog-list — Retrieves a list of service request definitions. The records are retrieved by the query argument or by the filtering arguments. When using filtering arguments, each one defines a 'LIKE' operation and an 'AND' operator is used between them. To see the entire JSON then you can use the raw_response=true at the end of the command.
• get-mapping-fields — Returns the list of fields for an incident type.
• get-modified-remote-data — Gets the list of incidents that were modified since the last update time. Note that this method is here for debugging purposes. The get-modified-remote-data command is used as part of a Mirroring feature, which is available in Cortex XSOAR from version 6.1.
• get-remote-data — Gets remote data from a remote incident. This method does not update the current incident, and should be used for debugging purposes.