BMC Helix ITSM
BMC Helix ITSM Pack.#
This Integration is part of theSupported versions
Supported Cortex XSOAR versions: 6.2.0 and later.
BMC Helix ITSM integration enables customers to manage service request, incident, change request, task, problem investigation and known error tickets. This integration was integrated and tested with version 21.02 of BmcITSM
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Configure BMC Helix ITSM on Cortex XSOARNavigate to Settings > Integrations > Servers & Services.
Search for BMC Helix ITSM.
Click Add instance to create and configure a new integration instance.
Parameter Description Required Server URL For Example: https://localhost:8008 True User Name True Password True Maximum Number of Incidents per Fetch Default is 50. Maximum is 200. False First fetch timestamp (<number> <time unit>, e.g., 12 hours, 7 days). False Ticket Type The type of the tickets to fetch. False Ticket Status The status of the tickets to fetch. Since each ticket type has its own unique set of statuses, select only statuses that match the selected ticket type(s). False Ticket Impact The impact of the tickets to fetch. False Ticket Urgency The urgency of the tickets to fetch. False Fetch by Query Search query to fetch tickets. For example: Status = "Draft" AND Impact = "1-Extensive/Widespread". The query is used in addition to the existing parameters. See the BMC documentation for building search qualifications. False Incident Mirroring Direction Choose the direction to mirror the incident: Incoming (from BMC Helix ITSM to Cortex XSOAR), Outgoing (from Cortex XSOAR to BMC Helix ITSM), or Incoming and Outgoing (from/to Cortex XSOAR and BMC Helix ITSM). False Close Mirrored XSOAR Incident When selected, closing the BMC Helix ITSM ticket is mirrored in Cortex XSOAR. False Close Mirrored BMC Helix ITSM Ticket When selected, closing the Cortex XSOAR incident is mirrored in BMC Helix ITSM. False Use system proxy settings False Trust any certificate (not secure) False Incident type False Fetch incidents False Click Test to validate the URLs, token, and connection.
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CommandsYou can execute these commands from the Cortex XSOAR CLI, as part of an automation, or in a playbook. After you successfully execute a command, a DBot message appears in the War Room with the command details.
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bmc-itsm-user-listRetrieves 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 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.
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Base Commandbmc-itsm-user-list
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InputArgument Name | Description | Required |
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user_ids | A comma-separated list of user IDs. Used as a filtering argument. Possible values are: . | Optional |
query | The query to search by. For example: Status = "Draft" AND Impact = "1-Extensive/Widespread". The query is used in addition to the existing arguments. See the BMC documentation for building search qualifications. Possible values are: . | Optional |
limit | The maximum number of records to retrieve. Possible values are: . Default is 50. | Optional |
page_size | The maximum number of records to retrieve per page. Possible values are: . | Optional |
page | The page number of the results to retrieve. Possible values are: . | Optional |
first_name | The user first name. Used as a filtering argument. Possible values are: . | Optional |
last_name | The user first name. Used as a filtering argument. Possible values are: . | Optional |
company | The user company name. Used as a filtering argument. Possible values are: . | Optional |
department | The user department name. Used as a filtering argument. Possible values are: . | Optional |
organization | The user organization name. Used as a filtering argument. Possible values are: . | Optional |
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Context OutputPath | Type | Description |
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BmcITSM.User.Id | String | The user ID. |
BmcITSM.User.FirstName | String | The user first name. |
BmcITSM.User.LastName | String | The user last name. |
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Command example!bmc-itsm-user-list limit=2
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Context Example#
Human Readable Output#
List Users.Showing 2 records out of 12. |Id|First Name|Last Name|Company|Department|Site Group|Region|Site|Organization| |---|---|---|---|---|---|---|---|---| | PPL000000000005 | App | Admin | Calbro Services | | United States | Americas | Headquarters, Building 1.31 | | | PPL000000000012 | Orchestration | Admin | Calbro Services | | United States | Americas | Headquarters, Building 1.31 | |
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bmc-itsm-company-listRetrieves 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.
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Base Commandbmc-itsm-company-list
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InputArgument Name | Description | Required |
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company_ids | A comma-separated list of company ID. Filtering argument. Possible values are: . | Optional |
query | The query to search by. For example: Status = "Draft" AND Impact = "1-Extensive/Widespread". The query is used in addition to the existing arguments. See the BMC documentation for building search qualifications. Possible values are: . | Optional |
limit | The maximum number of records to retrieve. Possible values are: . Default is 50. | Optional |
page_size | The maximum number of records to retrieve per page. Possible values are: . | Optional |
page | The page number of the results to retrieve. Possible values are: . | Optional |
company | The user company name. Used as a filtering argument. Possible values are: . | Optional |
company_type | The user company type. Used as a filtering argument. Possible values are: . | Optional |
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Context OutputPath | Type | Description |
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BmcITSM.Company.Id | String | The company ID. |
BmcITSM.Company.Name | String | The company name. |
BmcITSM.Company.Type | String | The company type. |
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Command example!bmc-itsm-company-list limit=2
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Context Example#
Human Readable Output#
List Companies.Showing 2 records out of 28. |Id|Name|Type| |---|---|---| | CPY000000000015 | - Global - | - System - | | CPY000000000016 | Adobe Systems | Manufacturer |
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bmc-itsm-service-request-definition-listRetrieves 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.
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Base Commandbmc-itsm-service-request-definition-list
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InputArgument Name | Description | Required |
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srd_ids | A comma-separated list of service request definition IDs. Used as a filtering argument. Possible values are: . | Optional |
query | The query to search by. For example: Status = "Draft" AND Impact = "1-Extensive/Widespread". The query is used in addition to the existing arguments. See the BMC documentation for building search qualifications. Possible values are: . | Optional |
limit | The maximum number of records to retrieve. Possible values are: . Default is 50. | Optional |
page_size | The maximum number of records to retrieve per page. Possible values are: . | Optional |
page | The page number of the results to retrieve. Possible values are: . | Optional |
description | The service request ticket definition description. Used as a filtering argument. Possible values are: . | Optional |
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Context OutputPath | Type | Description |
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BmcITSM.ServiceRequestDefinition.Id | String | The service request ticket definition ID. |
BmcITSM.ServiceRequestDefinition.Description | String | The service request ticket definition description. |
BmcITSM.ServiceRequestDefinition.InstanceID | String | The service request ticket instance ID. Used for creating service requests. |
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Command example!bmc-itsm-service-request-definition-list limit=2
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Context Example#
Human Readable Output#
List service request definitions.Showing 2 records out of 157. |Id|Description|Instance ID| |---|---|---| | 000000000000382|000000000000382 | Other request to facilities that isn't specifically listed. | SRGAA5V0GENAWAO6U31IO5YO03KYL3 | | 000000000000381|000000000000381 | Request to order new office equipment | SRGAA5V0GENAWAO6U2OFO5YNN0K4Y6 |
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bmc-itsm-ticket-listRetrieves 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.
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Base Commandbmc-itsm-ticket-list
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InputArgument Name | Description | Required |
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ticket_type | The type of tickets to search for. Possible values are: service request, incident, task, change request, problem investigation, known error. | Required |
query | The query to search by. For example: Status = "Draft" AND Impact = "1-Extensive/Widespread". The query is used in addition to the existing arguments. See the BMC documentation for building search qualifications. Possible values are: . | Optional |
limit | The maximum number of records to retrieve. Possible values are: . Default is 50. | Optional |
page_size | The maximum number of records to retrieve per page. Possible values are: . | Optional |
page | The page number of the results to retrieve. Possible values are: . | Optional |
ticket_ids | A comma-separated list of ticket request IDs. Used as a filtering argument. Possible values are: . | Optional |
status | The status of the tickets to fetch. Since each ticket type has its own unique set of statuses, select only statuses that match the selected ticket type(s). Possible values are: Draft, In Cart, In Review, Submitted, Pending, Waiting Approval, Planning, In Progress, Completed, Rejected, Cancelled, Closed, New, Assigned, Resolved, Request For Authorization, Request For Change, Planning In Progress, Scheduled For Review, Scheduled For Approval, Scheduled, Implementation In Progress, Staged, Work In Progress, Waiting, Bypassed, Under Review, Under Investigation, Scheduled For Correction, Assigned To Vendor, No Action Planned, Corrected. | Optional |
impact | The ticket impact. Used as a filtering argument. Possible values are: 1-Extensive/Widespread, 2-Significant/Large, 3-Moderate/Limited, 4-Minor/Localized. | Optional |
urgency | The ticket urgency. Used as a filtering argument. Possible values are: 1-Critical, 2-High, 3-Medium, 4-Low. | Optional |
priority | The ticket priority. Used as a filtering argument. Possible values are: Critical, High, Medium, Low. | Optional |
risk_level | The ticket risk level. Used as a filtering argument. Possible values are: Risk Level 1, Risk Level 2, Risk Level 3, Risk Level 4. | Optional |
change_type | The ticket change type level. Relevant only for ticket type change requests. Used as a filtering argument. Possible values are: Project, Change, Release, Asset Configuration, Asset Management, Asset Lease, Purchase Requisition, Asset Maintenance. | Optional |
summary | The ticket summary. Used as a filtering argument. Possible values are: . | Optional |
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Context OutputPath | Type | Description |
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BmcITSM.Ticket.RequestID | String | The ticket ID. |
BmcITSM.Ticket.DisplayID | String | The ticket request number. |
BmcITSM.Ticket.InstanceId | String | The ticket instance ID. |
BmcITSM.Ticket.Type | String | The ticket type. |
BmcITSM.Ticket.TargetDate | Date | The ticket target date in UTC. |
BmcITSM.Ticket.Status | String | The ticket status. |
BmcITSM.Ticket.StatusReason | String | The ticket status reason. |
BmcITSM.Ticket.Submitter | String | The ticket submitter. |
BmcITSM.Ticket.Priority | String | The ticket priority. |
BmcITSM.Ticket.RiskLevel | String | The ticket risk level. |
BmcITSM.Ticket.Impact | String | The ticket impact. |
BmcITSM.Ticket.Urgency | String | The ticket urgency. |
BmcITSM.Ticket.Requester | Unknown | The ticket requester info. |
BmcITSM.Ticket.Customer | Unknown | The ticket customer info. |
BmcITSM.Ticket.assignee | Unknown | The ticket assignee info. |
BmcITSM.Ticket.Summary | String | The ticket summary. |
BmcITSM.Ticket.Details | String | The ticket details. |
BmcITSM.Ticket.CreateDate | Date | The ticket create date time in UTC. |
BmcITSM.Ticket.LastModifiedDate | Date | The ticket last update date time in UTC. |
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Command example!bmc-itsm-ticket-list ticket_type="service request" limit=2
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Context Example#
Human Readable Output#
List Tickets.Showing 2 records out of 227. |Type|Request ID|Display ID|Summary|Status|Urgency|Impact|Create Date|Last Modified Date| |---|---|---|---|---|---|---|---|---| | service request | 000000000000396 | REQ000000000398 | Add user access to network | Planning | 2-High | 1-Extensive/Widespread | 2022-06-29T14:38:36 | 2022-07-11T07:27:05 | | service request | 000000000000398 | REQ000000000400 | Add SAP printer | Planning | 2-High | 1-Extensive/Widespread | 2022-06-29T14:38:36 | 2022-07-11T07:27:05 |
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bmc-itsm-service-request-createCreates 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.
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Base Commandbmc-itsm-service-request-create
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InputArgument Name | Description | Required |
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srd_instance_id | The instance ID of the service request ticket. It can be retrieved by executing bmc-itsm-service-request-definition-list command. . Possible values are: . | Required |
first_name | The requester first name. By default it is determined by the logged in user. If provided, login_id, first_name, and last_name arguments must be provided together. Possible values are: . | Optional |
last_name | The requester last name. By default it is determined by the logged in user. If provided, login_id, first_name, and last_name arguments must be provided together. . Possible values are: . | Optional |
login_id | The requester login ID. By default it is determined by the logged in user. If provided, login_id, first_name, and last_name arguments must be provided together. Possible values are: . | Optional |
summary | The service request ticket summary. Possible values are: . | Optional |
status | The service request ticket status. . Possible values are: Draft, In Cart, In Review, Submitted, Pending, Waiting Approval, Planning, In Progress, Completed, Rejected, Cancelled, Closed. | Optional |
urgency | The ticket urgency. Required when the ticket creation is without a template. Possible values are: 1-Critical, 2-High, 3-Medium, 4-Low. | Optional |
impact | The ticket impact. Required when the ticket creation is without a template. Possible values are: 1-Extensive/Widespread, 2-Significant/Large, 3-Moderate/Limited, 4-Minor/Localized. | Optional |
additional_fields | The fields which are not present in the current argument list can be added here in the format "fieldname1=value;fieldname2=value". Possible fields: Assigned Group, Assignee, or any other custom field. Possible values are: . | Optional |
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Context OutputPath | Type | Description |
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BmcITSM.ServiceRequest.RequestID | String | The service request ticket unique request ID. |
BmcITSM.ServiceRequest.DisplayID | String | The service request ticket request number. |
BmcITSM.ServiceRequest.CreateDate | Date | The service request ticket create date time in UTC. |
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Command example!bmc-itsm-service-request-create service_request_definition_id=SRGAA5V0GENAWAO6ZQWYO6EBWDOUAU
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Context Example#
Human Readable Output#
Task ticket successfully Created.
Create Date Display ID Request ID 2022-07-27T08:44:43 TAS000000000413 TAS000000000413 #
bmc-itsm-service-request-updateUpdates 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.
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Base Commandbmc-itsm-service-request-update
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InputArgument Name | Description | Required |
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ticket_request_id | The unique identifier of the service request ticket to update. Possible values are: . | Required |
customer_first_name | The customer first name. By default it is determined by the logged in user. . Possible values are: . | Optional |
customer_last_name | The customer last name. By default it is determined by the logged in user. . Possible values are: . | Optional |
status | The service request ticket status. . Possible values are: Draft, In Cart, In Review, Submitted, Pending, Waiting Approval, Planning, In Progress, Completed, Rejected, Cancelled, Closed. | Optional |
urgency | The ticket request urgency. Required when the ticket creation is without a template. Possible values are: 1-Critical, 2-High, 3-Medium, 4-Low. | Optional |
impact | Incident Request impact. Required when the ticket creation is without a template. Possible values are: 1-Extensive/Widespread, 2-Significant/Large, 3-Moderate/Limited, 4-Minor/Localized. | Optional |
status_reason | The reason for updating the status. Required only if status argument is provided. . Possible values are: Review, Need More Information, Approval, System Error, With Issues, Automatically Closed, Successful, By User, By Provider, System, Cancelled, Reopen By User. | Optional |
location_company | The company associated with the service request process. Possible values are: . | Optional |
region | The region associated with the company location. Possible values are: . | Optional |
site_group | The site group associated with the region. Possible values are: . | Optional |
site | The site associated with the site group. Possible values are: . | Optional |
assignee | The full name of the employee the ticket will be assigned to. It can be retrieved by using the bmc-itsm-user-list command. Possible values are: . | Optional |
additional_fields | The fields which are not present in the current argument list can be added here in the format "fieldname1=value;fieldname2=value". Possible fields: Assigned Group, Assignee, or any other custom field. Possible values are: . | Optional |
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Context OutputThere is no context output for this command.
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Command example!bmc-itsm-service-request-update service_request_id=000000000000259 status=Cancelled status_reason=Cancelled
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Human Readable OutputService Request: 000000000000259 was successfully updated.
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bmc-itsm-incident-updateUpdate incident ticket.
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Base Commandbmc-itsm-incident-update
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InputArgument Name | Description | Required |
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ticket_request_id | The ID of the incident ticket to update. Possible values are: . | Required |
first_name | The customer first name the incident ticket is for. Possible values are: . | Optional |
last_name | The customer last name the incident ticket is for. Possible values are: . | Optional |
summary | The incident ticket summary. Possible values are: . | Optional |
service_type | The type of the incident ticket. . Possible values are: User Service Restoration, User Service Request, Infrastructure Restoration, Infrastructure Event, Security Incident. | Optional |
urgency | The ticket urgency. Required when the ticket creation is without a template. Possible values are: 1-Critical, 2-High, 3-Medium, 4-Low. | Optional |
impact | The ticket impact. Required when the ticket creation is without a template. Possible values are: 1-Extensive/Widespread, 2-Significant/Large, 3-Moderate/Limited, 4-Minor/Localized. | Optional |
status | The incident ticket status. Possible values are: New, Assigned, In Progress, Pending, Resolved, Closed, Cancelled. | Optional |
reported_source | The incident ticket reported source. . Possible values are: Direct Input, Email,External Escalation, Fax, Self Service, Systems Management, Phone, Voice Mail, Walk In, Web, Other, BMC Impact Manager Event. | Optional |
additional_fields | The fields which are not present in the current argument list can be added here in the format "fieldname1=value;fieldname2=value". Possible fields: Assigned Group, Assignee, or any other custom field. Possible values are: The fields which are not present in the current argument list can be added here in the format "fieldname1=value;fieldname2=value".Possible fields: Assigned Group, Assignee, or any other custom field.. | Optional |
detailed_description | The incident ticket summary. Possible values are: . | Optional |
company | The company associated with the requester. By default it is determined by the logged in user. Possible values are: . | Optional |
assigned_support_company | The company for the assignee’s support organization. It makes up the first tier of the assignee’s support organization data structure. Possible values are: . | Optional |
assigned_support_organization | The organization for the assignee’s support organization. It makes up the second tier of the assignee’s support organization data structure. Possible values are: . | Optional |
assigned_group | The group for the assignee’s support organization. It makes up the third tier of the assignee’s support organization data structure. Possible values are: . | Optional |
assignee | The full name of the employee the ticket will be assigned to. It can be retrieved by using the bmc-itsm-user-list command. Possible values are: . | Optional |
assignee_login_id | The login ID of the assignee. The assignee and assignee_login_id arguments must be provided together. Possible values are: . | Optional |
region | The region, which makes up the second tier of the customer’s business organization data structure. Possible values are: . | Optional |
site_group | The site group associated with the region. Possible values are: . | Optional |
site | The site associated with the site group. Possible values are: . | Optional |
status_reason | The reason for updating the ticket status. Required when status is provided. Possible values are: Infrastructure Change Created, Local Site Action Required, Purchase Order Approval, Registration Approval, Supplier Delivery, Support Contact Hold, Third Party Vendor Action Reqd, Client Action Required, Infrastructure Change Request, Future Enhancement, Pending Original Incident, Client Hold, Monitoring Incident, Customer Follow-Up Required, Temporary Corrective Action, No Further Action Required, Resolved by Original Incident, Automated Resolution Reported, No longer a Causal CI, Pending Causal Incident Resolution, Resolved by Causal Incident. | Optional |
resolution | The ticket resolution description. Required when status is provided. | Optional |
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Context OutputThere is no context output for this command.
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Command example!bmc-itsm-incident-update request_id=INC000000000532 assignee="Mary Mann" assignee_login_id=Mary impact="2-Significant/Large" urgency="1-Critical"
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Human Readable OutputIncident: INC000000000532 was successfully updated.
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bmc-itsm-ticket-deleteDeletes a ticket by its request ID. Only admin users can perform this command.
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Base Commandbmc-itsm-ticket-delete
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InputArgument Name | Description | Required |
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ticket_ids | A comma-separated list of ticket request IDs to delete. Possible values are: . | Required |
ticket_type | The type of the tickets to delete. Possible values are: incident, task, change request, problem investigation, known error. | Required |
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Context OutputThere is no context output for this command.
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Command example!bmc-itsm-ticket-delete ticket_ids=TAS000000000260 ticket_type=task
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Human Readable Outputtask TAS000000000260 was deleted successfully
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bmc-itsm-incident-createCreates 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.
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Base Commandbmc-itsm-incident-create
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InputArgument Name | Description | Required |
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first_name | The customer first name the incident ticket is for. Possible values are: . | Required |
last_name | The customer last name the incident ticket is for. Possible values are: . | Required |
template_instance_id | The instance ID of the template to use. Required only when the ticket attributes should be based on the template's fields. The instance ID can be retrieved by executing the bmc-itsm-incident-template-list command. Possible values are: . | Optional |
summary | The incident ticket summary. Required when the template_instance_id argument is not provided. Possible values are: . | Optional |
service_type | The type of the incident ticket. Required when the template_instance_id argument is not provided. Possible values are: User Service Restoration, User Service Request, Infrastructure Restoration, Infrastructure Event, Security Incident. | Optional |
urgency | The ticket urgency. Required when the ticket creation is without a template. Possible values are: 1-Critical, 2-High, 3-Medium, 4-Low. | Required |
impact | The ticket impact. Required when the creation is without a template. Possible values are: 1-Extensive/Widespread, 2-Significant/Large, 3-Moderate/Limited, 4-Minor/Localized. | Required |
status | Incident status. Possible values are: New, Assigned, In Progress, Pending, Resolved, Closed, Cancelled. | Required |
reported_source | The incident ticket reported source. Required when the template_instance_id argument is not provided. Possible values are: Direct Input, Email,External Escalation, Fax, Self Service, Systems Management, Phone, Voice Mail, Walk In, Web, Other, BMC Impact Manager Event. | Optional |
additional_fields | The fields which are not present in the current argument list can be added here in the format "fieldname1=value;fieldname2=value". Possible fields: Assigned Group, Assignee, or any other custom field. Possible values are: The fields which are not present in the current argument list can be added here in the format "fieldname1=value;fieldname2=value".Possible fields: Assigned Group, Assignee, or any other custom field.. | Optional |
details | The incident ticket detailed description. Possible values are: . | Optional |
company | The company associated with the requester. By default it is determined by the logged in user. Possible values are: . | Optional |
assigned_support_company | The company for the assignee’s support organization. It makes up the first tier of the assignee’s support organization data structure. Possible values are: . | Optional |
assigned_support_organization | The organization for the assignee’s support organization. It makes up the second tier of the assignee’s support organization data structure. Possible values are: . | Optional |
assigned_group | The group for the assignee’s support organization. It makes up the third tier of the assignee’s support organization data structure. Possible values are: . | Optional |
assignee | The full name of the employee the ticket will be assigned to. The assignee and assignee_login_id arguments must be provided together. It can be retrieved by using the bmc-itsm-user-list command. Possible values are: . | Optional |
assignee_login_id | The login ID of the assignee. The assignee and assignee_login_id arguments must be provided together. It can be retrieved by using the bmc-itsm-user-list command. Possible values are: . | Optional |
region | The region associated with the company. Possible values are: . | Optional |
site_group | The site group associated with the region. Possible values are: . | Optional |
site | The site associated with the site group. Possible values are: . | Optional |
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Context OutputPath | Type | Description |
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BmcITSM.Incident.RequestID | String | The incident ticket request ID. |
BmcITSM.Incident.DisplayID | String | The incident ticket display ID. |
BmcITSM.Incident.CreateDate | Date | The incident ticket create date time in UTC. |
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Command example!bmc-itsm-incident-create first_name=Allen last_name=Allbrook impact="1-Extensive/Widespread" status=Assigned urgency="1-Critical" template_instance_id=AG00123F73CF5EKnsTSQ5rvrAAZfQA
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Context Example#
Human Readable Output#
Incident ticket successfully Created
Create Date Display ID Request ID 2022-07-27T08:44:51 INC000000000505 INC000000000606
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bmc-itsm-change-request-createCreates a change request ticket in BMC Helix ITSM. The ticket is created by using a template or from scratch.
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Base Commandbmc-itsm-change-request-create
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InputArgument Name | Description | Required |
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first_name | The requester first name. Possible values are: . | Required |
last_name | The requester last name. Possible values are: . | Required |
customer_first_name | The customer first name. . Possible values are: . | Optional |
customer_last_name | The customer last name. Possible values are: . | Optional |
summary | The change request ticket title. Required when the template ID argument is not provided. Possible values are: . | Optional |
template_id | The instance ID of the template to use. Required only when the ticket attributes should be based on the template's fields. The ID can be retrieved by executing the bmc-itsm-change-request-template-list command. Possible values are: . | Optional |
change_type | The change request ticket type. Required when the ticket creation is without a template. Possible values are: Project, Change, Release, Asset Configuration, Asset Management, Asset Lease, Purchase Requisition, Asset Maintenance. | Optional |
change_timing | The class of the change request ticket which best describes your scenario. Possible values are: Emergency, Expedited, Latent, Normal, No Impact, Standard. | Optional |
impact | The change request ticket impact. Required when the ticket creation is without a template. Possible values are: 1-Extensive/Widespread, 2-Significant/Large, 3-Moderate/Limited, 4-Minor/Localized. | Optional |
urgency | The change request ticket urgency. Required when the ticket creation is without a template. Possible values are: 1-Critical, 2-High, 3-Medium, 4-Low. | Optional |
risk_level | The change request ticket risk level. Required when the ticket creation is without a template. Possible values are: Risk Level 1, Risk Level 2, Risk Level 3, Risk Level 4, Risk Level 5. | Optional |
status | The change request ticket status. Required when the ticket creation is without a template. Possible values are: Request For Authorization, Request For Change, Planning In Progress, Scheduled For Review, Scheduled For Approval, Scheduled, Implementation In Progress, Pending, Rejected, Completed, Closed, Cancelled. | Optional |
location_company | The company associated with the change request process. Required when template ID argument is not provided. Possible values are: . | Optional |
additional_fields | The fields which are not present in the current argument list can be added here in the format "fieldname1=value;fieldname2=value". Possible fields: Assigned Group, Assignee, or any other custom field. Possible values are: . | Optional |
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Context OutputPath | Type | Description |
---|---|---|
BmcITSM.ChangeRequest.RequestID | String | The change request ticket unique request ID. |
BmcITSM.ChangeRequest.DisplayID | String | The change request ticket request number. |
BmcITSM.ChangeRequest.CreateDate | Date | The change request ticket create date time. |
#
Command example!bmc-itsm-change-request-create template_id=AG00123F73CF5EK3sTSQTb3rAAbfQA first_name=Allen last_name=Allbrook summary="Change request for README"
#
Context Example#
Human Readable Output#
Change Request ticket successfully Created
Create Date Display ID Request ID 2022-07-27T08:44:24 CRQ000000000404 CRQ000000000406
#
bmc-itsm-change-request-updateUpdates the details of change request ticket for the specified request ID.
#
Base Commandbmc-itsm-change-request-update
#
InputArgument Name | Description | Required |
---|---|---|
ticket_request_id | The ID of the change request ticket to update. | Required |
first_name | The customer first name the change request ticket is for. . Possible values are: . | Optional |
last_name | The customer last name the change request ticket is for. . Possible values are: . | Optional |
summary | The change request ticket summary. Possible values are: . | Optional |
change_type | The change request ticket type. . Possible values are: Project, Change, Release, Asset Configuration, Asset Management, Asset Lease, Purchase Requisition, Asset Maintenance. | Optional |
change_timing | The class of the change request ticket which best describes your scenario. Possible values are: Emergency, Expedited, Latent, Normal, No Impact, Standard. | Optional |
impact | The change request ticket impact. Possible values are: 1-Extensive/Widespread, 2-Significant/Large, 3-Moderate/Limited, 4-Minor/Localized. | Optional |
urgency | The change request ticket urgency. Possible values are: 1-Critical, 2-High, 3-Medium, 4-Low. | Optional |
risk_level | The change request ticket risk level. Possible values are: Risk Level 1, Risk Level 2, Risk Level 3, Risk Level 4, Risk Level 5. | Optional |
status | The change request ticket status. Possible values are: Request For Authorization, Request For Change, Planning In Progress, Scheduled For Review, Scheduled For Approval, Scheduled, Implementation In Progress, Pending, Rejected, Completed, Closed, Cancelled. | Optional |
additional_fields | The fields which are not present in the current argument list can be added here in the format "fieldname1=value;fieldname2=value". Possible fields: Assigned Group, Assignee, or any other custom field. Possible values are: . | Optional |
company | The company associated with the requester. By default it is determined by the logged in user. Possible values are: . | Optional |
organization | The organization associated with the requester. Possible values are: . | Optional |
department | The department associated with the requester. Possible values are: . | Optional |
location_company | The company associated with the change request process. Possible values are: . | Optional |
region | The region associated with the company location. Possible values are: . | Optional |
site_group | The site group associated with the region. Possible values are: . | Optional |
site | The site associated with the site group. Possible values are: . | Optional |
support_organization | The second tier of the change manager’s support organization data structure. Possible values are: . | Optional |
support_group_name | The third tier of the change manager’s support organization data structure. Possible values are: . | Optional |
status_reason | The reason for updating the ticket status. Required when status is provided. . Possible values are: No Longer Required, Funding Not Available, To Be Re-Scheduled, Resources Not Available, Successful, Successful with Issues, Unsuccessful, Backed Out, Final Review Complete, Final Review Required, Additional Coding Required, Insufficient Task Data, In Verification, In Rollout, Insufficient Change Data, Schedule Conflicts, In Development, In Test, In Build, In Rollback, In Documentation, Vendor Purchase, Support Group Communication, Task Review, Miscellaneous, Future Enhancement, Manager Intervention, Accepted, Assigned, Built, On Hold. | Optional |
details | The change request ticket details. Possible values are: . | Optional |
#
Context OutputThere is no context output for this command.
#
Command example!bmc-itsm-change-request-update reuqest_id=CRQ000000000313 status="Request For Authorization" details="more details" status_reason=Accepted
#
Human Readable OutputIncident: CRQ000000000313 was successfully updated.
#
bmc-itsm-task-createCreates 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, and known error.
#
Base Commandbmc-itsm-task-create
#
InputArgument Name | Description | Required |
---|---|---|
template_id | The instance ID of the template to use. The ID can be retrieved by executing the bmc-itsm-task-template-list command. Possible values are: . | Optional |
summary | The task ticket summary. Possible values are: . | Required |
details | The task ticket detailed description. Possible values are: . | Required |
root_ticket_type | The parent ticket type. Possible values are: change request, incident, problem investigation, known error. | Required |
root_request_id | The request ID of the parent ticket. Can be found in the context output of the bmc-itsm-ticket-list command. . Possible values are: . | Required |
root_request_name | The display name of the parent ticket in the task ticket. If not provided, the parent ticket displayID is displayed. . Possible values are: . | Optional |
root_request_mode | The parent ticket request mode. . Possible values are: Real, Simulation. Default is Real. | Optional |
status | The task status. Possible values are: Staged, Assigned, Pending, Work In Progress, Waiting, Closed, Bypassed. | Required |
task_type | Whether the task is manual or automatic. Possible values are: Automatic, Manual. | Optional |
additional_fields | The fields which are not present in the current argument list can be added here in the format "fieldname1=value;fieldname2=value". Possible fields: Assignee or any other custom field. Possible values are: The fields which are not present in the current argument list can be added here in the format "fieldname1=value;fieldname2=value".Possible fields: Assignee or any other custom field.. | Optional |
priority | The task ticket priority. Possible values are: Critical, High, Medium, Low. | Required |
location_company | The company associated with the task process. Possible values are: . | Required |
support_company | The technical support team associated with the company. Possible values are: . | Optional |
assigned_support_organization | The organization for the task's support organization. It makes up the second tier of the task’s support organization data structure. The arguments assigned_support_organization, assigned_group, and support_company should be provided together. Possible values are: . | Optional |
assigned_support_group | The group for the task's support organization. It makes up the third tier of the task's support organization data structure. The arguments assigned_support_organization, assigned_group, and support_company should be provided together. Possible values are: . | Optional |
impact | The task ticket impact. Possible values are: 1-Extensive/Widespread, 2-Significant/Large, 3-Moderate/Limited, 4-Minor/Localized. | Optional |
urgency | The task ticket urgency. Possible values are: 1-Critical, 2-High, 3-Medium, 4-Low. | Optional |
assignee | The full name of the employee the ticket will be assigned to. It can be retrieved by using the bmc-itsm-user-list command. Possible values are: . | Optional |
scedulded_start_date | The task ticket scheduled future start date. For example, in 12 hours, in 7 days. Possible values are: . | Optional |
scedulded_end_date | The task ticket scheduled future end date. For example, in 12 hours, in 7 days. Possible values are: . | Optional |
#
Context OutputPath | Type | Description |
---|---|---|
BmcITSM.Task.RequestID | String | The task ticket unique Request ID. |
BmcITSM.Task.DisplayID | String | The task ticket request display ID. |
BmcITSM.Task.CreateDate | Date | The task ticket creation date time in UTC. |
#
Command example!bmc-itsm-task-create location_company="Calbro Services" details="Details" priority=Critical root_request_id=PBI000000000322 root_request_name=error root_ticket_type="problem investigation" status=Assigned summary="Summary task" assigned_support_group="Service Desk" assigned_support_organization="IT Support" support_company="Calbro Services" task_type=Manual assignee="Francie Stafford" scedulded_end_date="in 10 days" scedulded_start_date="in 2 days"
#
Context Example#
Human Readable Output#
Task ticket successfully Created.
Create Date Display ID Request ID 2022-07-27T08:44:43 TAS000000000413 TAS000000000413
#
bmc-itsm-task-updateUpdates the task ticket.
#
Base Commandbmc-itsm-task-update
#
InputArgument Name | Description | Required |
---|---|---|
ticket_request_id | The ID of the task ticket to update. Possible values are: . | Required |
summary | The task ticket summary. Possible values are: . | Optional |
details | The task ticket detailed description. Possible values are: . | Optional |
priority | The task ticket priority. Possible values are: Critical, High, Medium, Low. | Optional |
status | The task ticket status. Possible values are: Staged, Assigned, Pending, Work In Progress, Waiting, Closed, Bypassed. | Optional |
status_reason | The reason for changing the ticket status. Required when the status is changed. . Possible values are: Success, Failed, Cancelled, Assignment, Staging in Progress, Staging Complete, Acknowledgment, Another Task, Task Rule, Completion, Error. | Optional |
company | The company associated with the requester. By default it is determined by the logged in user. Possible values are: . | Optional |
location_company | The company associated with the task process. Possible values are: . | Optional |
support_company | The technical support team associated with the company. Possible values are: . | Optional |
assignee | The full name of the employee the ticket is assigned to. It can be retrieved by using the bmc-itsm-user-list command. Possible values are: . | Optional |
assigned_support_organization | The organization for the problem assignee’s support organization. It makes up the second tier of the problem assignee’s support organization data structure. The arguments assigned_support_organization, assigned_group, and assigned_support_company should be provided together. Possible values are: . | Optional |
assigned_group | The group for the problem assignee's support organization. It makes up the third tier of the problem assignee's support organization data structure. The arguments assigned_support_organization, assigned_group, and support_company should be provided together. Possible values are: . | Optional |
task_type | The task ticket type. . Possible values are: Automatic, Manual. | Optional |
additional_fields | The fields which are not present in the current argument list can be added here in the format "fieldname1=value;fieldname2=value". Possible fields: Assignee or any other custom field. Possible values are: The fields which are not present in the current argument list can be added here in the format "fieldname1=value;fieldname2=value".Possible fields: Assignee or any other custom field.. | Optional |
scedulded_start_date | The task ticket scheduled future start date. For example, in 12 hours, in 7 days. Possible values are: . | Optional |
scedulded_end_date | The task ticket scheduled future end date. For example, in 12 hours, in 7 days. Possible values are: . | Optional |
#
Context OutputThere is no context output for this command.
#
Command example!bmc-itsm-task-update task_id=TAS000000000305 company=test priority=High status="Work In Progress" status_reason="Task Rule" summary="Updated summary for demo" details="Updated details for demo"
#
Human Readable OutputTask: TAS000000000305 was successfully updated.
#
bmc-itsm-problem-investigation-createCreates a problem investigation ticket.
#
Base Commandbmc-itsm-problem-investigation-create
#
InputArgument Name | Description | Required |
---|---|---|
first_name | The customer first name the ticket request is for. Possible values are: . | Required |
last_name | The customer last name the ticket request is for. Possible values are: . | Required |
status | The problem investigation ticket status. Possible values are: Draft, Under Review, Request for Authorization, Assigned, Under Investigation, Pending, Completed, Rejected, Closed, Cancelled. | Required |
investigation_driver | The problem investigation ticket driver. . Possible values are: High Impact Incident, Re-Occurring Incidents, Non-Routine Incident, Other. | Required |
summary | The problem investigation ticket summary. Possible values are: . | Required |
details | The detailed description on the problem investigation ticket. Possible values are: . | Optional |
impact | The problem investigation ticket impact. Possible values are: 1-Extensive/Widespread, 2-Significant/Large, 3-Moderate/Limited, 4-Minor/Localized. | Required |
urgency | The problem investigation ticket urgency. Possible values are: 1-Critical, 2-High, 3-Medium, 4-Low. | Required |
target_resolution_date | The future resolution date. For example, in 12 hours, in 7 days. Possible values are: . | Optional |
company | The company associated with the requester. By default it is determined by the logged in user. Possible values are: . | Optional |
region | The region of the problem investigation location. The arguments region, site_group, and site should be provided together. Possible values are: . | Optional |
site_group | The site group of the problem investigation location. The arguments region, site_group, and site should be provided together. Possible values are: . | Optional |
site | The site of the problem investigation location. The arguments region, site_group, and site should be provided together. Possible values are: . | Optional |
assignee | The full name of the employee the ticket will be assigned to. It can be retrieved by using the bmc-itsm-user-list command. Possible values are: . | Optional |
assignee_pbm_mgr | The full name of the employee the ticket will be assigned to as the problem coordinator. It can be retrieved by using the bmc-itsm-user-list command. Possible values are: . | Optional |
assigned_group_pbm_mgr | The group for the problem coordinator’s support organization, which makes up the third tier of the problem coordinator’s support organization data structure. The arguments support_organization_pbm_mgr, assigned_group_pbm_mgr, and support_company_pbm_mgr should be provided together. Possible values are: . | Optional |
support_company_pbm_mgr | The company for the problem coordinator’s support organization, which makes up the first tier of the problem coordinator’s support organization data structure. The arguments support_organization_pbm_mgr, assigned_group_pbm_mgr, and support_company_pbm_mgr should be provided together. Possible values are: . | Optional |
support_organization_pbm_mgr | The organization for the problem coordinator’s support organization, which makes up the second tier of the problem coordinator’s support organization data structure. The arguments support_organization_pbm_mgr, assigned_group_pbm_mgr, and support_company_pbm_mgr should be provided together. Possible values are: . | Optional |
assigned_support_company | The company for the problem assignee’s support organization. It makes up the first tier of the problem assignee’s support organization data structure. The arguments assigned_support_organization, assigned_group, and assigned_support_company should be provided together. Possible values are: . | Optional |
assigned_support_organization | The organization for the problem assignee’s support organization. It makes up the second tier of the problem assignee’s support organization data structure. The arguments assigned_support_organization, assigned_group, and assigned_support_company should be provided together. Possible values are: . | Optional |
assigned_group | The group for the problem assignee's support organization. It makes up the third tier of the problem assignee's support organization data structure. The arguments assigned_support_organization, assigned_group, and support_company should be provided together. Possible values are: . | Optional |
investigation_justification | The justification for the ticket creation. Possible values are: . | Optional |
temporary_workaround | The problem workaround. Possible values are: . | Optional |
resolution | The ticket resolution. Possible values are: . | Optional |
additional_fields | The fields which are not present in the current argument list can be added here in the format "fieldname1=value;fieldname2=value". Possible fields: Assigned Group, Assignee or any other custom field. Possible values are: . | Optional |
#
Context OutputPath | Type | Description |
---|---|---|
BmcITSM.ProblemInvestigation.RequestID | String | The problem investigation ticket unique Request ID. |
BmcITSM.ProblemInvestigation.DisplayID | String | The problem investigation ticket display ID. |
BmcITSM.ProblemInvestigation.CreateDate | Date | The problem investigation ticket creation date time in UTC. |
#
Command example!bmc-itsm-problem-investigation-create first_name=Allen last_name=Allbrook summary=Test-create-prob urgency="1-Critical" impact="4-Minor/Localized" details="Problem details" status=Assigned target_resolution_date="in 3 days" assigned_support_company="Calbro Services" assigned_support_organization="IT Support" assigned_group="Backoffice Support" investigation_driver="High Impact Incident"
#
Context Example#
Human Readable Output#
Problem Investigation ticket successfully Created
Create Date Display ID Request ID 2022-07-27T08:44:33 PBI000000000404 PBI000000000404
#
bmc-itsm-problem-investigation-updateUpdates The problem investigation ticket type.
#
Base Commandbmc-itsm-problem-investigation-update
#
InputArgument Name | Description | Required |
---|---|---|
ticket_request_id | The problem investigation ticket request ID. Possible values are: . | Required |
status | The problem investigation ticket status. Possible values are: Draft, Under Review, Request for Authorization, Assigned, Under Investigation, Pending, Completed, Rejected, Closed, Cancelled. | Optional |
investigation_driver | The problem investigation ticket driver. . Possible values are: High Impact Incident, Re-Occuring Incidents, Non-Routine Incident, Other. | Optional |
summary | The problem investigation ticket summary. Possible values are: . | Optional |
impact | The problem investigation ticket impact. Possible values are: 1-Extensive/Widespread, 2-Significant/Large, 3-Moderate/Limited, 4-Minor/Localized. | Optional |
urgency | The problem investigation ticket urgency. Possible values are: 1-Critical, 2-High, 3-Medium, 4-Low. | Optional |
target_resolution_date | The problem investigation ticket target resolution date. For example, in 12 hours, in 7 days. Possible values are: . | Optional |
details | The problem investigation ticket detailed description. Possible values are: . | Optional |
company | The company associated with the requester. By default it is determined by the logged in user. Possible values are: . | Optional |
region | The region of the problem investigation location. The arguments region, site_group, and site should be provided together. Possible values are: . | Optional |
site_group | The site group of the problem investigation location. The arguments region, site_group, and site should be provided together. Possible values are: . | Optional |
site | The site of the problem investigation location.The arguments region, site_group, and site should be provided together. Possible values are: . | Optional |
assigned_to | The technical support person the ticket is assigned to. Possible values are: . | Optional |
assigned_group_pbm_mgr | The group for the problem coordinator’s support organization, which makes up the third tier of the problem coordinator’s support organization data structure. The arguments support_organization_pbm_mgr, assigned_group_pbm_mgr, and support_company_pbm_mgr should be provided together. Possible values are: . | Optional |
support_company_pbm_mgr | The company for the problem coordinator’s support organization, which makes up the first tier of the problem coordinator’s support organization data structure. The arguments support_organization_pbm_mgr, assigned_group_pbm_mgr, and support_company_pbm_mgr should be provided together. Possible values are: . | Optional |
support_organization_pbm_mgr | The organization for the problem coordinator’s support organization, which makes up the second tier of the problem coordinator’s support organization data structure. The arguments support_organization_pbm_mgr, assigned_group_pbm_mgr, and support_company_pbm_mgr should be provided together. Possible values are: . | Optional |
assigned_support_company | The company for the problem assignee’s support organization. It makes up the first tier of the problem assignee’s support organization data structure. The arguments assigned_support_organization, assigned_group, and assigned_support_company should be provided together. Possible values are: . | Optional |
assigned_support_organization | The organization for the problem assignee’s support organization. It makes up the second tier of the problem assignee’s support organization data structure. The arguments assigned_support_organization, assigned_group, and assigned_support_company should be provided together. Possible values are: . | Optional |
assigned_group | The group for the problem assignee's support organization. It makes up the third tier of the problem assignee's support organization data structure. The arguments assigned_support_organization, assigned_group, and support_company should be provided together. Possible values are: . | Optional |
investigation_justification | The justification for the ticket creation. Possible values are: . | Optional |
temporary_workaround | The problem workaround. Possible values are: . | Optional |
resolution | The ticket resolution. Possible values are: . | Optional |
status_reason | The reason for changing the status. Required when the status argument is provided. Possible values are: Publish, Reject, Not Applicable. | Optional |
#
Context OutputThere is no context output for this command.
#
Command example!bmc-itsm-problem-investigation-update problem_investigation_id=PBI000000000322 details="updated problem details" status="Under Investigation" status_reason=Publish
#
Human Readable OutputProblem Investigation: PBI000000000322 was successfully updated.
#
bmc-itsm-known-error-createCreate known error ticket.
#
Base Commandbmc-itsm-known-error-create
#
InputArgument Name | Description | Required |
---|---|---|
status | The known error ticket status. Possible values are: Assigned, Scheduled For Correction, Assigned To Vendor, No Action Planned, Corrected, Closed, Cancelled. | Required |
summary | The known error ticket summary. Possible values are: . | Required |
details | The known error ticket Detailed description. Possible values are: . | Required |
impact | The known error ticket impact. Possible values are: 1-Extensive/Widespread, 2-Significant/Large, 3-Moderate/Limited, 4-Minor/Localized. | Required |
urgency | The known error ticket urgency. Possible values are: 1-Critical, 2-High, 3-Medium, 4-Low. | Required |
view_access | Whether if the ticket is for internal view or public view. Possible values are: Public, Internal. | Required |
company | Company associated with the Requester. Possible values are: . | Required |
target_resolution_date | Known error resolution date. Future resolution date. For example, in 12 hours, in 7 days. Possible values are: . | Required |
resolution | Ticket resolution. Possible values are: . | Optional |
assigned_group_pbm_mgr | It makes up the third tier of the Problem Coordinator’s Support Organization data structure. Possible values are: . | Optional |
support_company_pbm_mgr | the Company for the Problem Coordinator’s Support Organization. It makes up the first tier of it. . Possible values are: . | Optional |
support_organization_pbm_mgr | It makes up the second tier of the Problem Coordinator’s Support Organization data structure. Possible values are: . | Optional |
assigned_support_company | The company for the problem assignee’s support organization. It makes up the first tier of the problem assignee’s support organization data structure. Possible values are: . | Optional |
assigned_support_organization | The organization for the problem assignee’s support organization. It makes up the second tier of the problem assignee’s support organization data structure. Possible values are: . | Optional |
assigned_group | The group for the problem assignee’s support organization. It makes up the third tier of the problem assignee’s support organization data structure. Possible values are: . | Optional |
investigation_justification | The justification for the ticket creation. Possible values are: . | Optional |
assignee | The full name of the staff member to whom the ticket will be assigned to. It can be retrieved by using the 'bmc-itsm-user-list' command. Possible values are: . | Optional |
assignee_pbm_mgr | The full name of the staff member to whom the ticket will be assign to as the problem coordinator. It can be retrieved by using the 'bmc-itsm-user-list' command. Possible values are: . | Optional |
temporary_workaround | Error workaround. Possible values are: . | Optional |
additional_fields | The fields which are not present in the current argument list can be added here in the format "fieldname1=value;fieldname2=value". Possible fields: Assigned Group, Assignee or any other custom field. Possible values are: . | Optional |
#
Context OutputPath | Type | Description |
---|---|---|
BmcITSM.KnownError.RequestID | String | Known Error unique Request ID. |
BmcITSM.KnownError.DisplayID | String | KnownError Display ID. |
BmcITSM.KnownError.CreateDate | Date | KnownError Create time in UTC. |
#
Command example!bmc-itsm-known-error-create summary="New Error API" details="New Error API Details" target_resolution_date=" in 5 days" company="Calbro Services" resolution="error resolution" investigation_justification=look assignee="Bob Baxter" assigned_support_company="Calbro Services" assigned_support_organization="IT Support" assigned_group="Backoffice Support" impact="2-Significant/Large" status=Assigned urgency="2-High" view_access=Internal
#
Context Example#
Human Readable Output#
Known Error ticket successfully Created
Create Date Display ID Request ID 2022-07-27T08:44:37 PKE000000000303 PKE000000000303
#
bmc-itsm-known-error-updateUpdate Known Error ticket type.
#
Base Commandbmc-itsm-known-error-update
#
InputArgument Name | Description | Required |
---|---|---|
ticket_request_id | The known error ticket request ID. Possible values are: . | Required |
status | The known error ticket status. Possible values are: Assigned, Scheduled For Correction, Assigned To Vendor, No Action Planned, Corrected, Closed, Cancelled. | Optional |
summary | The known error ticket summary. Possible values are: . | Optional |
details | The known error ticket detailed description. Possible values are: . | Optional |
impact | The known error ticket impact. Possible values are: 1-Extensive/Widespread, 2-Significant/Large, 3-Moderate/Limited, 4-Minor/Localized. | Optional |
urgency | The known error ticket urgency. Possible values are: 1-Critical, 2-High, 3-Medium, 4-Low. | Optional |
view_access | The known error ticket internal access. . Possible values are: Public, Internal. | Optional |
company | Company associated with the Requester. By default is determined by the logged in user. Possible values are: . | Optional |
target_resolution_date | Known error resolution date. Future resolution date. For example, in 12 hours, in 7 days. Possible values are: . | Optional |
resolution | Ticket resolution. Possible values are: . | Optional |
assigned_group_pbm_mgr | It makes up the third tier of the Problem Coordinator’s Support Organization data structure. Possible values are: . | Optional |
support_company_pbm_mgr | the Company for the Problem Coordinator’s Support Organization. It makes up the first tier of it. . Possible values are: . | Optional |
support_organization_pbm_mgr | It makes up the second tier of the Problem Coordinator’s Support Organization data structure. Possible values are: . | Optional |
assigned_support_company | The company for the problem assignee’s support organization. It makes up the first tier of the problem assignee’s support organization data structure. Possible values are: . | Optional |
assigned_support_organization | The organization for the problem assignee’s support organization. It makes up the second tier of the problem assignee’s support organization data structure. Possible values are: . | Optional |
assigned_group | The group for the problem assignee’s support organization. It makes up the third tier of the problem assignee’s support organization data structure. Possible values are: . | Optional |
temporary_workaround | Error workaround. Possible values are: . | Optional |
status_reason | The reason for changing the status. Required when the status is provided. . Possible values are: Duplicate, No Longer Applicable, Pending PIR, Funding Not Available, Pending Infrastructure Change, Pending Third Party Vendor. | Optional |
assignee | The full name of the employee the ticket will be assigned to. It can be retrieved by using the bmc-itsm-user-list command. Possible values are: . | Optional |
assignee_pbm_mgr | The full name of the employee the ticket will be assign to as the problem coordinator. It can be retrieved by using the bmc-itsm-user-list command. Possible values are: . | Optional |
additional_fields | The fields which are not present in the current argument list can be added here in the format "fieldname1=value;fieldname2=value". Possible fields: Assigned Group, Assignee or any other custom field. Possible values are: . | Optional |
#
Context OutputThere is no context output for this command.
#
Command example!bmc-itsm-known-error-update known_error_id=PKE000000000226 impact="2-Significant/Large" details="UPDATED KNOWN ERROR DETAILS" resolution="Updated resolution" temporary_workaround="Updated workaround" summary="Updated summary" status="Assigned To Vendor" status_reason="Pending PIR" target_resolution_date="In 20 days"
#
Human Readable OutputKnown Error: PKE000000000226 was successfully updated.
#
bmc-itsm-change-request-template-listLists 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.
#
Base Commandbmc-itsm-change-request-template-list
#
InputArgument Name | Description | Required |
---|---|---|
template_ids | A comma-separated list of change request template IDs. Used as a filtering argument. Possible values are: . | Optional |
query | The query to search by. For example: Status = "Draft" AND Impact = "1-Extensive/Widespread". The query is used in addition to the existing arguments. See the BMC documentation for building search qualifications. Possible values are: . | Optional |
limit | The maximum number of records to retrieve. Possible values are: . Default is 50. | Optional |
page_size | The maximum number of records to retrieve per page. Possible values are: . | Optional |
page | The page number of the results to retrieve. Possible values are: . | Optional |
description | The change request ticket description. Used as a filtering argument. Possible values are: . | Optional |
#
Context OutputPath | Type | Description |
---|---|---|
BmcITSM.ChangeRequestTemplate.Id | String | The change request ticket template ID. |
BmcITSM.ChangeRequestTemplate.Description | String | The change request ticket template description. |
BmcITSM.ChangeRequestTemplate.InstanceID | String | The change request ticket template instance ID. Useful for creating change request tickets. |
#
Command example!bmc-itsm-change-request-template-list limit=2
#
Context Example#
Human Readable Output#
List change request templates.Showing 2 records out of 13. |Id|Description|Instance ID| |---|---|---| | CTP000000000002 | Add New Employee | AG00123F73CF5EK3sTSQD73rAAa_QA | | CTP000000000003 | Configure new computer | AG00123F73CF5EK3sTSQTb3rAAbfQA |
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bmc-itsm-incident-template-listLists 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.
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Base Commandbmc-itsm-incident-template-list
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InputArgument Name | Description | Required |
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query | The query to search by. For example: Status = "Draft" AND Impact = "1-Extensive/Widespread". The query is used in addition to the existing arguments. See the BMC documentation for building search qualifications. Possible values are: . | Optional |
limit | The maximum number of records to retrieve. Possible values are: . Default is 50. | Optional |
page_size | The maximum number of records to retrieve per page. Possible values are: . | Optional |
page | The page number of the results to retrieve. Possible values are: . | Optional |
description | The incident ticket template description. Used as a filtering argument. Possible values are: . | Optional |
template_ids | A comma-separated list of incident template IDs. Used as a filtering argument. Possible values are: . | Optional |
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Context OutputPath | Type | Description |
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BmcITSM.IncidentTemplate.Id | String | The incident ticket template ID. |
BmcITSM.IncidentTemplate.Description | String | The incident ticket template description. |
BmcITSM.IncidentTemplate.InstanceID | String | The incident ticket template ID. Useful for creating change request tickets. |
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Command example!bmc-itsm-incident-template-list limit=2
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Context Example#
Human Readable Output#
List incident templates.Showing 2 records out of 2. |Id|Description|Instance ID| |---|---|---| | HTP000000000001 | Email Password Reset | AG00123F73CF5EKnsTSQSrvrAAYvQA | | HTP000000000002 | Email Service is Down | AG00123F73CF5EKnsTSQ5rvrAAZfQA |
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bmc-itsm-task-template-listLists 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.
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Base Commandbmc-itsm-task-template-list
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InputArgument Name | Description | Required |
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query | The query to search by. For example: Status = "Draft" AND Impact = "1-Extensive/Widespread". The query is used in addition to the existing arguments. See the BMC documentation for building search qualifications. Possible values are: . | Optional |
limit | The maximum number of records to retrieve. Possible values are: . Default is 50. | Optional |
page_size | The maximum number of records to retrieve per page. Possible values are: . | Optional |
page | The page number of the results to retrieve. Possible values are: . | Optional |
template_ids | A comma-separated list of task template IDs. Used as a filtering argument. Possible values are: . | Optional |
task_name | The task ticket template name. Used as a filtering argument. Possible values are: . | Optional |
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Context OutputPath | Type | Description |
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BmcITSM.TaskTemplate.Id | String | The task ticket template ID. |
BmcITSM.TaskTemplate.TaskName | String | The task template name. |
BmcITSM.TaskTemplate.InstanceID | String | The task ticket template ID. Useful for creating change request tickets. |
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Command example!bmc-itsm-task-template-list limit=2
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Context Example#
Human Readable Output#
List task templates.Showing 2 records out of 25. |Id|Task Name|Instance ID| |---|---|---| | 14 | Backup System | TM00123F73CF5EK3sTSQ877rAAhfQA | | 13 | Check Approval automatically | TM001143D417CBD_bDQwojSFAA9qQA |
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get-mapping-fieldsReturns the list of fields for an incident type.
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Base Commandget-mapping-fields
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InputArgument Name | Description | Required |
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Context OutputThere is no context output for this command.
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get-remote-dataGets remote data from a remote incident. This method does not update the current incident, and should be used for debugging purposes.
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Base Commandget-remote-data
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InputArgument Name | Description | Required |
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id | The ticket ID. | Required |
lastUpdate | Retrieves entries that were created after lastUpdate. | Required |
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Context OutputThere is no context output for this command.
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get-modified-remote-dataGets 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 from version 6.1.
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Base Commandget-modified-remote-data
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InputArgument Name | Description | Required |
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lastUpdate | A date string in local time representing the last time the incident was updated. The incident is only returned if it was modified after the last update time. | Optional |
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Context OutputThere is no context output for this command.
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Incident MirroringYou can enable incident mirroring between Cortex XSOAR incidents and BMC Helix ITSM corresponding events (available from Cortex XSOAR version 6.0.0). To set up the mirroring:
Enable Fetching incidents in your instance configuration.
In the Mirroring Direction integration parameter, select in which direction the incidents should be mirrored:
Option Description None Turns off incident mirroring. Incoming Any changes in BMC Helix ITSM events (mirroring incoming fields) will be reflected in Cortex XSOAR incidents. Outgoing Any changes in Cortex XSOAR incidents will be reflected in BMC Helix ITSM events (outgoing mirrored fields). Incoming And Outgoing Changes in Cortex XSOAR incidents and BMC Helix ITSM events will be reflected in both directions. Optional: Check the Close Mirrored XSOAR Incident integration parameter to close the Cortex XSOAR incident when the corresponding event is closed in BMC Helix ITSM.
Newly fetched incidents will be mirrored in the chosen direction. However, this selection does not affect existing incidents. Important Note: To ensure the mirroring works as expected, mappers are required, both for incoming and outgoing, to map the expected fields in Cortex XSOAR and BMC Helix ITSM.