BMC Helix ITSM - Create Ticket

BMC Helix ITSM - Create Ticket creates a new ticket entry in BMC Helix ITSM for:

• Assets returned by the selected query or assets selected on the relevant asset page.

Required Fields

These fields must be configured to run the Enforcement Action.

• Use stored credentials from the BMC Helix ITSM adapter - Select this option to use credentials from the adapter connection. By default, the first connection is selected.

  • When you select this option, the Select Adapter Connection drop-down becomes available. Select the adapter connection to use for this Enforcement Action.

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    Note

    To use this option, you must successfully configure a BMC Helix ITSM adapter connection.

• Form Name - The BMC Helix ITSM form name where the ticket is created. For example, HPD:IncidentInterface.

• Ticket Description - The description text for the ticket.

• Compute Node - The Axonius node to use when connecting to the specified host. For more details, see Working with Axonius Compute Nodes.

Additional Fields

These fields are optional.

• Add Default Ticket Description - Enable this option to append Axonius default information to the ticket description. The message includes the query name and link, the number of assets added or removed, and the total number of assets in the query results.
• First Name - The first name of the ticket requester.
• Last Name - The last name of the ticket requester.
• Service Type - The type of service for the ticket. For example, User Service Restoration.
• Status - The initial status of the ticket. For example, New or Assigned.
• Impact - The impact level of the ticket. For example, 1-Extensive/Widespread, 2-Significant/Large, 3-Moderate/Limited, or 4-Minor/Localized.
• Urgency - The urgency level of the ticket. For example, 1-Critical, 2-High, 3-Medium, or 4-Low.
• Reported Source - The source from which the ticket was reported. For example, Web, Email, or Phone.

Enter the proper values for these body parameter fields:

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Note

These parameters are customer-specific custom fields in BMC Helix ITSM. Axonius does not validate the provided values. You must ensure that the field names match exactly what is configured in your BMC Helix ITSM instance, and that the values are valid for your environment.

• Assignee Groups - The group or groups to which the ticket is assigned.
• Detailed Description - Extended details about the ticket beyond the standard description. Use this field to include additional context, technical details, or supplementary information.
• RLY_Categorization Tier1 - The primary categorization level for the ticket.
• RLY Categorization Tier2 - The secondary categorization level for the ticket, providing more granular classification within the primary category.
• TicketID_RPY - A reference field used to associate the ticket with another related ticket ID or external identifier.
• ID Cliente - The client or customer identifier to associate with the ticket.
• TemplateID - The ID of a predefined template in BMC Helix ITSM to use when creating the ticket.

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Connection and Credentials

When Use stored credentials from the adapter is toggled off, some of the connection fields below are required to create the connection, while other fields are optional.

• Host Name or IP Address - The base URL for the BMC Helix ITSM server. For example, https://helix.example.com. Do not add specific endpoints after the domain.
• User Name and Password - The credentials for a BMC Helix ITSM user account that has the Required Permissions to create tickets.

• Verify SSL (optional) - Select whether to verify the SSL certificate of the server against the CA database inside of Axonius. For more details, see SSL Trust & CA Settings.

• HTTPS Proxy (optional) - Connect the adapter to a proxy instead of directly connecting it to the domain.

• HTTPS Proxy User Name (optional) - The user name to use when connecting to the server using the HTTPS Proxy.

• HTTPS Proxy Password (optional) - The password to use when connecting to the server using the HTTPS Proxy.

• Gateway Name - Select the Gateway through which to connect to perform the action.

APIs

Axonius uses the BMC Helix ITSM REST API - POST /api/jwt/login to authenticate, then POST /api/arsys/v1/entry/{form_name} to create the ticket entry.

Required Ports

Axonius must be able to communicate via the following ports:

• TCP port 443 (HTTPS)

Required Permissions

The following permissions are needed for the BMC Helix ITSM user account:

• Permission to create entries in the specified form. For example, submit access to the HPD:IncidentInterface form for incidents.
• Permission to authenticate through the BMC Helix ITSM REST API using username and password credentials.

Recommended role: Contact your BMC Helix ITSM administrator to confirm the minimum role required to create entries in the forms your organization uses.

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