BMC Helix ITSM

This Integration is part of the BMC Helix ITSM Pack.#

Supported 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, known error and work order tickets. This integration was integrated and tested with version 22.1.05 of BmcITSM

Configure BMC Helix ITSM in Cortex#

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

Commands#

You can execute these commands from the 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.

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 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 Command#

bmc-itsm-user-list

Input#

Argument Name	Description	Required
user_ids	A comma-separated list of user IDs. Used as a filtering argument.	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.	Optional
limit	The maximum number of records to retrieve. Default is 50.	Optional
page_size	The maximum number of records to retrieve per page.	Optional
page	The page number of the results to retrieve.	Optional
first_name	The user first name. Used as a filtering argument.	Optional
last_name	The user first name. Used as a filtering argument.	Optional
company	The user company name. Used as a filtering argument.	Optional
department	The user department name. Used as a filtering argument.	Optional
organization	The user organization name. Used as a filtering argument.	Optional

Context Output#

Path	Type	Description
BmcITSM.User.Id	String	The user ID.
BmcITSM.User.FirstName	String	The user first name.
BmcITSM.User.LastName	String	The user last name.

Command example#

!bmc-itsm-user-list limit=2

Context Example#

{
    "BmcITSM": {
        "User": [
            {
                "Company": "Calbro Services",
                "Department": null,
                "FirstName": "App",
                "Id": "PPL000000000005",
                "LastName": "Admin",
                "Organization": null,
                "Region": "Americas",
                "Site": "Headquarters, Building 1.31",
                "SiteGroup": "United States"
            },
            {
                "Company": "Calbro Services",
                "Department": null,
                "FirstName": "Orchestration",
                "Id": "PPL000000000012",
                "LastName": "Admin",
                "Organization": null,
                "Region": "Americas",
                "Site": "Headquarters, Building 1.31",
                "SiteGroup": "United States"
            }
        ]
    }
}

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 | |

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.

Base Command#

bmc-itsm-company-list

Input#

Argument Name	Description	Required
company_ids	A comma-separated list of company ID. Filtering argument.	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.	Optional
limit	The maximum number of records to retrieve. Default is 50.	Optional
page_size	The maximum number of records to retrieve per page.	Optional
page	The page number of the results to retrieve.	Optional
company	The user company name. Used as a filtering argument.	Optional
company_type	The user company type. Used as a filtering argument.	Optional

Context Output#

Path	Type	Description
BmcITSM.Company.Id	String	The company ID.
BmcITSM.Company.Name	String	The company name.
BmcITSM.Company.Type	String	The company type.

Command example#

!bmc-itsm-company-list limit=2

Context Example#

{
    "BmcITSM": {
        "Company": [
            {
                "Id": "CPY000000000015",
                "Name": "- Global -",
                "Type": "- System -"
            },
            {
                "Id": "CPY000000000016",
                "Name": "Adobe Systems",
                "Type": "Manufacturer"
            }
        ]
    }
}

Human Readable Output#

List Companies.#
Showing 2 records out of 28. |Id|Name|Type| |---|---|---| | CPY000000000015 | - Global - | - System - | | CPY000000000016 | Adobe Systems | Manufacturer |

bmc-itsm-service-request-definition-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.

Base Command#

bmc-itsm-service-request-definition-list

Input#

Argument Name	Description	Required
srd_ids	A comma-separated list of service request definition IDs. Used as a filtering argument.	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.	Optional
limit	The maximum number of records to retrieve. Default is 50.	Optional
page_size	The maximum number of records to retrieve per page.	Optional
page	The page number of the results to retrieve.	Optional
description	The service request ticket definition description. Used as a filtering argument.	Optional

Context Output#

Path	Type	Description
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.

Command example#

!bmc-itsm-service-request-definition-list limit=2

Context Example#

{
    "BmcITSM": {
        "ServiceRequestDefinition": [
            {
                "Description": "Other request to facilities that isn't specifically listed.",
                "Id": "000000000000382|000000000000382",
                "InstanceID": "SRGAA5V0GENAWAO6U31IO5YO03KYL3"
            },
            {
                "Description": "Request to order new office equipment",
                "Id": "000000000000381|000000000000381",
                "InstanceID": "SRGAA5V0GENAWAO6U2OFO5YNN0K4Y6"
            }
        ]
    }
}

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 |

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.

Base Command#

bmc-itsm-ticket-list

Input#

Argument Name	Description	Required
ticket_type	The type of tickets to search for. Possible values are: service request, incident, task, change request, problem investigation, known error, work order.	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.	Optional
limit	The maximum number of records to retrieve. Default is 50.	Optional
page_size	The maximum number of records to retrieve per page.	Optional
page	The page number of the results to retrieve.	Optional
ticket_ids	A comma-separated list of ticket request IDs. Used as a filtering argument. Use Display ID for work order type.	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.	Optional

Context Output#

Path	Type	Description
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.

Command example#

!bmc-itsm-ticket-list ticket_type="service request" limit=2

Context Example#

{
    "BmcITSM": {
        "Ticket": [
            {
                "Assignee": {
                    "AssignedGroup": null,
                    "FullName": "Mary Mann",
                    "Group": "Backoffice Support",
                    "SupportCompany": "Calbro Services",
                    "SupportOrganization": "IT Support"
                },
                "CreateDate": "2022-06-29T14:38:36",
                "Customer": {
                    "Company": "Calbro Services",
                    "Department": null,
                    "E-mail": null,
                    "FirstName": "App",
                    "LastName": "Admin",
                    "Organization": null,
                    "PhoneNumber": "###"
                },
                "Details": null,
                "DisplayID": "REQ000000000398",
                "Impact": "1-Extensive/Widespread",
                "InstanceId": "AGGAI7ZXDK9WFAR4IUA2R3J3RVIB6Q",
                "LastModifiedDate": "2022-07-11T07:27:05",
                "Priority": null,
                "Request Type": "Standard",
                "RequestID": "000000000000396",
                "Requester": {
                    "Company": "Calbro Services",
                    "FirstName": "App",
                    "LastName": "Admin",
                    "Region": "Americas",
                    "Site": "Headquarters, Building 1.31",
                    "SiteGroup": "United States"
                },
                "Status": "Planning",
                "StatusReason": null,
                "Submitter": "appadmin",
                "Summary": "Add user access to network",
                "TargetDate": null,
                "Type": "service request",
                "Urgency": "2-High"
            },
            {
                "Assignee": {
                    "AssignedGroup": null,
                    "FullName": "Bob Baxter",
                    "Group": "Backoffice Support",
                    "SupportCompany": "Calbro Services",
                    "SupportOrganization": "IT Support"
                },
                "CreateDate": "2022-06-29T14:38:36",
                "Customer": {
                    "Company": "Calbro Services",
                    "Department": null,
                    "E-mail": null,
                    "FirstName": "App",
                    "LastName": "Admin",
                    "Organization": null,
                    "PhoneNumber": "###"
                },
                "Details": null,
                "DisplayID": "REQ000000000400",
                "Impact": "1-Extensive/Widespread",
                "InstanceId": "AGGAI7ZXDK9WFAR4IUA2R3J3RVIB6W",
                "LastModifiedDate": "2022-07-11T07:27:05",
                "Priority": null,
                "Request Type": "Standard",
                "RequestID": "000000000000398",
                "Requester": {
                    "Company": "Calbro Services",
                    "FirstName": "App",
                    "LastName": "Admin",
                    "Region": "Americas",
                    "Site": "Headquarters, Building 1.31",
                    "SiteGroup": "United States"
                },
                "Status": "Planning",
                "StatusReason": null,
                "Submitter": "appadmin",
                "Summary": "Add SAP printer",
                "TargetDate": null,
                "Type": "service request",
                "Urgency": "2-High"
            }
        ]
    }
}

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 |

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, you can use the raw_response=true at the end of the command.

Base Command#

bmc-itsm-service-request-create

Input#

Argument Name	Description	Required
srd_instance_id	The instance ID of the service request ticket. It can be retrieved by executing bmc-itsm-service-request-definition-list command.	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.	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.	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.	Optional
summary	The service request ticket summary.	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.	Optional

Context Output#

Path	Type	Description
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.

Command example#

!bmc-itsm-service-request-create service_request_definition_id=SRGAA5V0GENAWAO6ZQWYO6EBWDOUAU

Context Example#

{
    "BmcITSM": {
        "Task": {
            "CreateDate": "2022-07-27T08:44:43",
            "DisplayID": "REQ000000000513",
            "RequestID": "000000000000513"
        }
    }
}

Human Readable Output#

Task ticket successfully Created.#
Create Date Display ID Request ID
2022-07-27T08:44:43 TAS000000000413 TAS000000000413
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.

Create Date	Display ID	Request ID
2022-07-27T08:44:43	TAS000000000413	TAS000000000413

Base Command#

bmc-itsm-service-request-update

Input#

Argument Name	Description	Required
ticket_request_id	The unique identifier of the service request ticket to update.	Required
customer_first_name	The customer first name. By default it is determined by the logged in user.	Optional
customer_last_name	The customer last name. By default it is determined by the logged in user.	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.	Optional
region	The region associated with the company location.	Optional
site_group	The site group associated with the region.	Optional
site	The site associated with the site group.	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.	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.	Optional

Context Output#

There is no context output for this command.

Command example#

!bmc-itsm-service-request-update service_request_id=000000000000259 status=Cancelled status_reason=Cancelled

Human Readable Output#

Service Request: 000000000000259 was successfully updated.

bmc-itsm-incident-update#

Update incident ticket.

Base Command#

bmc-itsm-incident-update

Input#

Argument Name	Description	Required
ticket_request_id	The ID of the incident ticket to update.	Required
first_name	The customer first name the incident ticket is for.	Optional
last_name	The customer last name the incident ticket is for.	Optional
summary	The incident ticket summary.	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.	Optional
company	The company associated with the requester. By default it is determined by the logged in user.	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.	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.	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.	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.	Optional
assignee_login_id	The login ID of the assignee. The assignee and assignee_login_id arguments must be provided together.	Optional
region	The region, which makes up the second tier of the customer’s business organization data structure.	Optional
site_group	The site group associated with the region.	Optional
site	The site associated with the site group.	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

Context Output#

There is no context output for this command.

Command example#

!bmc-itsm-incident-update request_id=INC000000000532 assignee="Mary Mann" assignee_login_id=Mary impact="2-Significant/Large" urgency="1-Critical"

Human Readable Output#

Incident: INC000000000532 was successfully updated.

bmc-itsm-ticket-delete#

Deletes a ticket by its request ID. Only admin users can perform this command.

Base Command#

bmc-itsm-ticket-delete

Input#

Argument Name	Description	Required
ticket_ids	A comma-separated list of ticket request IDs to delete.	Required
ticket_type	The type of the tickets to delete. Possible values are: incident, task, change request, problem investigation, known error, work order.	Required

Context Output#

There is no context output for this command.

Command example#

!bmc-itsm-ticket-delete ticket_ids=TAS000000000260 ticket_type=task

Human Readable Output#

task TAS000000000260 was deleted successfully

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.

Base Command#

bmc-itsm-incident-create

Input#

Argument Name	Description	Required
first_name	The customer first name the incident ticket is for.	Required
last_name	The customer last name the incident ticket is for.	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.	Optional
summary	The incident ticket summary. Required when the template_instance_id argument is not provided.	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.	Optional
company	The company associated with the requester. By default it is determined by the logged in user.	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.	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.	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.	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.	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.	Optional
region	The region associated with the company.	Optional
site_group	The site group associated with the region.	Optional
site	The site associated with the site group.	Optional

Context Output#

Path	Type	Description
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.

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

Context Example#

{
    "BmcITSM": {
        "Incident": {
            "CreateDate": "2022-07-27T08:44:51",
            "DisplayID": "INC000000000505",
            "RequestID": "INC000000000606"
        }
    }
}

Human Readable Output#

Incident ticket successfully Created#
Create Date Display ID Request ID
2022-07-27T08:44:51 INC000000000505 INC000000000606

Create Date	Display ID	Request ID
2022-07-27T08:44:51	INC000000000505	INC000000000606

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.

Base Command#

bmc-itsm-change-request-create

Input#

Argument Name	Description	Required
first_name	The requester first name.	Required
last_name	The requester last name.	Required
customer_first_name	The customer first name.	Optional
customer_last_name	The customer last name.	Optional
summary	The change request ticket title. Required when the template ID argument is not provided.	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.	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.	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.	Optional

Context Output#

Path	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#

{
    "BmcITSM": {
        "ChangeRequest": {
            "CreateDate": "2022-07-27T08:44:24",
            "DisplayID": "CRQ000000000404",
            "RequestID": "CRQ000000000406"
        }
    }
}

Human Readable Output#

Change Request ticket successfully Created#
Create Date Display ID Request ID
2022-07-27T08:44:24 CRQ000000000404 CRQ000000000406

Create Date	Display ID	Request ID
2022-07-27T08:44:24	CRQ000000000404	CRQ000000000406

bmc-itsm-change-request-update#

Updates the details of change request ticket for the specified request ID.

Base Command#

bmc-itsm-change-request-update

Input#

Argument 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.	Optional
last_name	The customer last name the change request ticket is for.	Optional
summary	The change request ticket summary.	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.	Optional
company	The company associated with the requester. By default it is determined by the logged in user.	Optional
organization	The organization associated with the requester.	Optional
department	The department associated with the requester.	Optional
location_company	The company associated with the change request process.	Optional
region	The region associated with the company location.	Optional
site_group	The site group associated with the region.	Optional
site	The site associated with the site group.	Optional
support_organization	The second tier of the change manager’s support organization data structure.	Optional
support_group_name	The third tier of the change manager’s support organization data structure.	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.	Optional

Context Output#

There 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 Output#

Incident: CRQ000000000313 was successfully updated.
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.

Base Command#

bmc-itsm-task-create

Input#

Argument 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.	Optional
summary	The task ticket summary.	Required
details	The task ticket detailed description.	Required
root_ticket_type	The parent ticket type. Possible values are: change request, incident, problem investigation, known error, work order.	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. Use Display ID for work orders.	Required
customer_company	The name of the customer company.	Optional
root_request_name	The display name of the parent ticket in the task ticket. If not provided, the parent ticket displayID is displayed.	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.	Required
support_company	The technical support team associated with the company.	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.	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.	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.	Optional
scedulded_start_date	The task ticket scheduled future start date. For example, in 12 hours, in 7 days.	Optional
scedulded_end_date	The task ticket scheduled future end date. For example, in 12 hours, in 7 days.	Optional

Context Output#

Path	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#

{
    "BmcITSM": {
        "Task": {
            "CreateDate": "2022-07-27T08:44:43",
            "DisplayID": "TAS000000000413",
            "RequestID": "TAS000000000413"
        }
    }
}

Human Readable Output#

Task ticket successfully Created.#
Create Date Display ID Request ID
2022-07-27T08:44:43 TAS000000000413 TAS000000000413

Create Date	Display ID	Request ID
2022-07-27T08:44:43	TAS000000000413	TAS000000000413

bmc-itsm-task-update#

Updates the task ticket.

Base Command#

bmc-itsm-task-update

Input#

Argument Name	Description	Required
ticket_request_id	The ID of the task ticket to update.	Required
summary	The task ticket summary.	Optional
details	The task ticket detailed description.	Optional
priority	The task ticket priority. Possible values are: Critical, High, Medium, Low.	Optional
customer_company	The name of the customer company.	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.	Optional
location_company	The company associated with the task process.	Optional
support_company	The technical support team associated with the company.	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.	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.	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.	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.	Optional
scedulded_end_date	The task ticket scheduled future end date. For example, in 12 hours, in 7 days.	Optional

Context Output#

There 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 Output#

Task: TAS000000000305 was successfully updated.

bmc-itsm-problem-investigation-create#

Creates a problem investigation ticket.

Base Command#

bmc-itsm-problem-investigation-create

Input#

Argument Name	Description	Required
first_name	The customer first name the ticket request is for.	Required
last_name	The customer last name the ticket request is for.	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.	Required
details	The detailed description on the problem investigation ticket.	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.	Optional
company	The company associated with the requester. By default it is determined by the logged in user.	Optional
region	The region of the problem investigation location. The arguments region, site_group, and site should be provided together.	Optional
site_group	The site group of the problem investigation location. The arguments region, site_group, and site should be provided together.	Optional
site	The site of the problem investigation location. The arguments region, site_group, and site should be provided together.	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.	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.	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.	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.	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.	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.	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.	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.	Optional
investigation_justification	The justification for the ticket creation.	Optional
temporary_workaround	The problem workaround.	Optional
resolution	The ticket resolution.	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.	Optional

Context Output#

Path	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#

{
    "BmcITSM": {
        "ProblemInvestigation": {
            "CreateDate": "2022-07-27T08:44:33",
            "DisplayID": "PBI000000000404",
            "RequestID": "PBI000000000404"
        }
    }
}

Human Readable Output#

Problem Investigation ticket successfully Created#
Create Date Display ID Request ID
2022-07-27T08:44:33 PBI000000000404 PBI000000000404

Create Date	Display ID	Request ID
2022-07-27T08:44:33	PBI000000000404	PBI000000000404

bmc-itsm-problem-investigation-update#

Updates The problem investigation ticket type.

Base Command#

bmc-itsm-problem-investigation-update

Input#

Argument Name	Description	Required
ticket_request_id	The problem investigation ticket request ID.	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.	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.	Optional
details	The problem investigation ticket detailed description.	Optional
company	The company associated with the requester. By default it is determined by the logged in user.	Optional
region	The region of the problem investigation location. The arguments region, site_group, and site should be provided together.	Optional
site_group	The site group of the problem investigation location. The arguments region, site_group, and site should be provided together.	Optional
site	The site of the problem investigation location.The arguments region, site_group, and site should be provided together.	Optional
assigned_to	The technical support person the ticket is assigned to.	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.	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.	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.	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.	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.	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.	Optional
investigation_justification	The justification for the ticket creation.	Optional
temporary_workaround	The problem workaround.	Optional
resolution	The ticket resolution.	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 Output#

There 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 Output#

Problem Investigation: PBI000000000322 was successfully updated.

bmc-itsm-known-error-create#

Create known error ticket.

Base Command#

bmc-itsm-known-error-create

Input#

Argument 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.	Required
details	The known error ticket Detailed description.	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.	Required
target_resolution_date	Known error resolution date. Future resolution date. For example, in 12 hours, in 7 days.	Required
resolution	Ticket resolution.	Optional
assigned_group_pbm_mgr	It makes up the third tier of the Problem Coordinator’s Support Organization data structure.	Optional
support_company_pbm_mgr	the Company for the Problem Coordinator’s Support Organization. It makes up the first tier of it.	Optional
support_organization_pbm_mgr	It makes up the second tier of the Problem Coordinator’s Support Organization data structure.	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.	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.	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.	Optional
investigation_justification	The justification for the ticket creation.	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.	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.	Optional
temporary_workaround	Error workaround.	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.	Optional

Context Output#

Path	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#

{
    "BmcITSM": {
        "KnownError": {
            "CreateDate": "2022-07-27T08:44:37",
            "DisplayID": "PKE000000000303",
            "RequestID": "PKE000000000303"
        }
    }
}

Human Readable Output#

Known Error ticket successfully Created#
Create Date Display ID Request ID
2022-07-27T08:44:37 PKE000000000303 PKE000000000303

Create Date	Display ID	Request ID
2022-07-27T08:44:37	PKE000000000303	PKE000000000303

bmc-itsm-known-error-update#

Update Known Error ticket type.

Base Command#

bmc-itsm-known-error-update

Input#

Argument Name	Description	Required
ticket_request_id	The known error ticket request ID.	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.	Optional
details	The known error ticket detailed description.	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.	Optional
target_resolution_date	Known error resolution date. Future resolution date. For example, in 12 hours, in 7 days.	Optional
resolution	Ticket resolution.	Optional
assigned_group_pbm_mgr	It makes up the third tier of the Problem Coordinator’s Support Organization data structure.	Optional
support_company_pbm_mgr	the Company for the Problem Coordinator’s Support Organization. It makes up the first tier of it.	Optional
support_organization_pbm_mgr	It makes up the second tier of the Problem Coordinator’s Support Organization data structure.	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.	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.	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.	Optional
temporary_workaround	Error workaround.	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.	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.	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.	Optional

Context Output#

There 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 Output#

Known Error: PKE000000000226 was successfully updated.

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.

Base Command#

bmc-itsm-change-request-template-list

Input#

Argument Name	Description	Required
template_ids	A comma-separated list of change request template IDs. Used as a filtering argument.	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.	Optional
limit	The maximum number of records to retrieve. Default is 50.	Optional
page_size	The maximum number of records to retrieve per page.	Optional
page	The page number of the results to retrieve.	Optional
description	The change request ticket description. Used as a filtering argument.	Optional

Context Output#

Path	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#

{
    "BmcITSM": {
        "ChangeRequestTemplate": [
            {
                "Description": "Add New Employee",
                "Id": "CTP000000000002",
                "InstanceID": "AG00123F73CF5EK3sTSQD73rAAa_QA"
            },
            {
                "Description": "Configure new computer",
                "Id": "CTP000000000003",
                "InstanceID": "AG00123F73CF5EK3sTSQTb3rAAbfQA"
            }
        ]
    }
}

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 |

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.

Base Command#

bmc-itsm-incident-template-list

Input#

Argument Name	Description	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.	Optional
limit	The maximum number of records to retrieve. Default is 50.	Optional
page_size	The maximum number of records to retrieve per page.	Optional
page	The page number of the results to retrieve.	Optional
description	The incident ticket template description. Used as a filtering argument.	Optional
template_ids	A comma-separated list of incident template IDs. Used as a filtering argument.	Optional

Context Output#

Path	Type	Description
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.

Command example#

!bmc-itsm-incident-template-list limit=2

Context Example#

{
    "BmcITSM": {
        "IncidentTemplate": [
            {
                "Description": "Email Password Reset",
                "Id": "HTP000000000001",
                "InstanceID": "AG00123F73CF5EKnsTSQSrvrAAYvQA"
            },
            {
                "Description": "Email Service is Down",
                "Id": "HTP000000000002",
                "InstanceID": "AG00123F73CF5EKnsTSQ5rvrAAZfQA"
            }
        ]
    }
}

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 |

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.

Base Command#

bmc-itsm-task-template-list

Input#

Argument Name	Description	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.	Optional
limit	The maximum number of records to retrieve. Default is 50.	Optional
page_size	The maximum number of records to retrieve per page.	Optional
page	The page number of the results to retrieve.	Optional
template_ids	A comma-separated list of task template IDs. Used as a filtering argument.	Optional
task_name	The task ticket template name. Used as a filtering argument.	Optional

Context Output#

Path	Type	Description
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.

Command example#

!bmc-itsm-task-template-list limit=2

Context Example#

{
    "BmcITSM": {
        "TaskTemplate": [
            {
                "Id": "14",
                "InstanceID": "TM00123F73CF5EK3sTSQ877rAAhfQA",
                "TaskName": "Backup System"
            },
            {
                "Id": "13",
                "InstanceID": "TM001143D417CBD_bDQwojSFAA9qQA",
                "TaskName": "Check Approval automatically"
            }
        ]
    }
}

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 |

get-mapping-fields#

Returns the list of fields for an incident type.

Base Command#

get-mapping-fields

Input#

Argument Name	Description	Required

Context Output#

There is no context output for this command.

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.

Base Command#

get-remote-data

Input#

Argument Name	Description	Required
id	The ticket ID.	Required
lastUpdate	Retrieves entries that were created after lastUpdate.	Required

Context Output#

There is no context output for this command.

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.

Base Command#

get-modified-remote-data

Input#

Argument Name	Description	Required
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

Context Output#

There is no context output for this command.

bmc-itsm-support-group-list#

Lists all support groups. Useful for getting possible (Company, Support Organization, Support Group) triplets.

Base Command#

bmc-itsm-support-group-list

Input#

Argument Name	Description	Required
limit	The maximum number of records to retrieve. Default is 50.	Optional
page_size	The maximum number of records to retrieve per page.	Optional
page	The page number of the results to retrieve.	Optional
company	Company name. Used as a filtering argument.	Optional
support_organization	Support organization name. Used as a filtering argument.	Optional
support_group	Support group name. Used as a filtering argument.	Optional

Context Output#

Path	Type	Description
BmcITSM.SupportGroup.SupportGroupID	String	The support group ID.
BmcITSM.SupportGroup.Company	String	The support company.
BmcITSM.SupportGroup.SupportOrganization	String	The support organization.
BmcITSM.SupportGroup.SupportGroupName	String	The support group.

Command example#

!bmc-itsm-support-group-list limit=2

Context Example#

{
    "BmcITSM": {
        "SupportGroup": [
            {
                "Company": "Apex Global",
                "SupportGroupID": "APX990000000029",
                "SupportGroupName": "Apex Global - Facilities",
                "SupportOrganization": "Facilities Support"
            },
            {
                "Company": "Calbro Services",
                "SupportGroupID": "SGP000000000110",
                "SupportGroupName": "Application Development / Deployment",
                "SupportOrganization": "Application Support"
            }
        ]
    }
}

Human Readable Output#

List support groups.#
Showing 2 records out of 15. |Support Group ID|Company|Support Organization|Support Group Name| |---|---|---|---| | APX990000000029 | Apex Global | Facilities Support | Apex Global - Facilities | | SGP000000000110 | Calbro Services | Application Support | Application Development / Deployment |

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.

Base Command#

bmc-itsm-work-order-template-list

Input#

Argument Name	Description	Required
query	The query to search by. For example, query="Company like \"BMCOpsMonitoring\"". The query is used in addition to the existing arguments. See the BMC documentation for building search qualifications.	Optional
limit	The maximum number of records to retrieve. Default is 50.	Optional
page_size	The maximum number of records to retrieve per page.	Optional
page	The page number of the results to retrieve.	Optional
template_ids	A comma-separated list of work order template GUIDs. Used as a filtering argument.	Optional
template_name	The work order template name. Used as a filtering argument.	Optional

Context Output#

Path	Type	Description
BmcITSM.WorkOrderTemplate.Id	String	The work order template ID.
BmcITSM.WorkOrderTemplate.Name	String	The work order template name.
BmcITSM.WorkOrderTemplate.GUID	String	The work order template GUID.

Command example#

!bmc-itsm-work-order-template-list limit=2

Context Example#

{
    "BmcITSM": {
        "WorkOrderTemplate": [
            {
                "GUID": "IDGCWH5RDMNSBARVRM5ERVRM5EKP11",
                "Id": "000000000000002",
                "Name": "Share Folder Access"
            },
            {
                "GUID": "IDGCWH5RDMNSBARVRNNGRVRNNGKY0X",
                "Id": "000000000000003",
                "Name": "New Share Folder Access"
            }
        ]
    }
}

Human Readable Output#

List work order templates.#
Showing 2 records out of 9. |Id|Name|GUID| |---|---|---| | 000000000000002 | Share Folder Access | IDGCWH5RDMNSBARVRM5ERVRM5EKP11 | | 000000000000003 | New Share Folder Access | IDGCWH5RDMNSBARVRNNGRVRNNGKY0X |

bmc-itsm-work-order-create#

Creates a new work order ticket.

Base Command#

bmc-itsm-work-order-create

Input#

Argument Name	Description	Required
template_guid	The instance GUID of the template to use. The GUID can be retrieved by executing the bmc-itsm-work-order-template-list command.	Optional
first_name	Requester first name.	Optional
last_name	Requester last name.	Optional
customer_first_name	Customer first name.	Required
customer_last_name	Customer last name.	Required
customer_company	Customer company.	Required
customer_person_id	Customer person ID. Use it when customer first and last name pair is not unique.	Optional
summary	The work order summary.	Required
detailed_description	The work order ticket detailed description.	Required
status	The work order status. Possible values are: Assigned, Pending, Waiting Approval, Planning, In Progress, Completed, Rejected, Cancelled, Closed.	Required
additional_fields	The fields which are not present in the current argument list can be added here in the format "fieldname1=value;fieldname2=value". Example: additional_fields="Support Company=Calbro Services;Support Organization=IT Support;Support Group Name=Service Desk;Request Assignee=Scully Agent".	Optional
priority	The work order ticket priority. Possible values are: Critical, High, Medium, Low.	Required
work_order_type	The work order ticket type. Possible values are: General, Project.	Optional
location_company	The company associated with the task process.	Required
scedulded_start_date	The work order ticket scheduled future start date. For example, in 12 hours, in 7 days.	Optional
scedulded_end_date	The work order ticket scheduled future end date. For example, in 12 hours, in 7 days.	Optional

Context Output#

Path	Type	Description
BmcITSM.WorkOrder.RequestID	String	The work order ticket unique Request ID.
BmcITSM.WorkOrder.DisplayID	String	The work order ticket unique Display ID.
BmcITSM.WorkOrder.CreateDate	Date	The work order ticket creation date time in UTC.

Command example#

!bmc-itsm-work-order-create customer_company="Calbro Services" customer_first_name="Scully" customer_last_name="Agent" detailed_description="Easy peasy work order" location_company="Calbro Services" priority=Low status=Pending summary="Easy peasy work order. No, really." customer_person_id=PPL000000000607 additional_fields="Support Company=Calbro Services;Support Organization=IT Support;Support Group Name=Service Desk;Request Assignee=Scully Agent"

Context Example#

{
    "BmcITSM": {
        "WorkOrder": {
            "CreateDate": "2024-02-07T08:08:23",
            "DisplayID": "WO0000000001002",
            "RequestID": "WO0000000000702"
        }
    }
}

Human Readable Output#

Work order ticket successfully created.#
Create Date Display ID Request ID
2024-02-07T08:08:23 WO0000000001002 WO0000000000702

Create Date	Display ID	Request ID
2024-02-07T08:08:23	WO0000000001002	WO0000000000702

bmc-itsm-work-order-update#

Updates the work order ticket.

Base Command#

bmc-itsm-work-order-update

Input#

Argument Name	Description	Required
request_id	The ID of the work order ticket to update.	Required
summary	The work order ticket summary.	Optional
detailed_description	The work order ticket detailed description.	Optional
priority	The work order ticket priority. Possible values are: Critical, High, Medium, Low.	Optional
status	The work order ticket status. Possible values are: Assigned, Pending, Waiting Approval, Planning, In Progress, Completed, Rejected, Cancelled, Closed.	Optional
status_reason	The reason for changing the ticket status. Possible values are: Initial Status, Awaiting Request Assignee, Client Hold, Client Additional Information Requested, Client Action Required, Support Contact Hold, Local Site Action Required, Purchase Order Approval, Supplier Delivery, Third Party Vendor Action Required, Infrastructure Change, Work not started, Successful, Successful with Issues, Cancelled by Requester, Cancelled by Support, Customer Close, System Close, System Close with Issues.	Optional
company	The company associated with the requester. By default it is determined by the logged in user.	Optional
location_company	The company associated with the work order process.	Optional
assignee	The full name of the employee the work order is assigned to. It can be retrieved by using the bmc-itsm-user-list command.	Optional
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 support_organization, support_group should be provided together. It can be retrieved by using the bmc-itsm-support-group-list command.	Optional
support_group	The group for the problem assignee's support group. It makes up the third tier of the problem assignee's support organization data structure. The arguments support_organization, support_group should be provided together. It can be retrieved by using the bmc-itsm-support-group-list command.	Optional
work_order_type	The work order ticket type. Possible values are: General, Project.	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". Example: additional_fields="Support Company=Calbro Services;Support Organization=IT Support;Support Group Name=Service Desk;Request Assignee=Scully Agent".	Optional
scedulded_start_date	The work order ticket scheduled future start date. For example, in 12 hours, in 7 days.	Optional
scedulded_end_date	The work order ticket scheduled future end date. For example, in 12 hours, in 7 days.	Optional

Context Output#

There is no context output for this command.

Command example#

!bmc-itsm-work-order-update request_id=WO0000000000701 summary="Updated summary" status="In Progress" support_organization="IT Support" support_group="Service Desk"

Human Readable Output#

Work Order: WO0000000000701 was successfully updated.

Incident Mirroring#

You 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.