Axonius Documentation
  1. Connecting Adapters
  2. Adapters B

BMC Helix ITSM

BMC Helix ITSM is an IT service management platform that provides incident, change, and problem management workflows with platform REST API integration capabilities.

Use Cases the Adapter Solves

  • Centralize IT Ticket Visibility: Gain visibility into all active incidents and service requests across your IT environment to identify patterns and improve response times.
  • Correlate Tickets with Assets: Link ITSM tickets to devices, users, and other assets in Axonius to understand which resources are experiencing service issues.

Asset Types Fetched

  • Tickets

Data Retrieved through the Adapter

For example:

Tickets

  • Request ID, Short Description, Status
  • Assignee, Submitter

Before You Begin

Required Ports

  • TCP port 443 (HTTPS)

Authentication Methods

Username and Password Authentication

The adapter authenticates using BMC Helix ITSM user credentials. The authentication flow retrieves a JSON Web Token (JWT) by calling the /api/jwt/login endpoint. The JWT token is then used in all subsequent API requests via the Authorization: AR-JWT header.

APIs

Axonius uses the BMC Helix ITSM Platform REST API. The following endpoints are called:

  • POST /api/jwt/login - Authenticates and retrieves a JWT token for subsequent API calls
  • GET /api/arsys/v1/entry/HPD:Help Desk - Retrieves a list of ticket entries from the Help Desk form
  • GET /api/arsys/v1/entry/HPD:Help Desk/{requestId} - Retrieves full details for a specific ticket entry

Required Permissions

The BMC Helix ITSM user account must have the following permissions:

  • Read access to HPD:Help Desk form - Allows querying and reading ticket information from the Help Desk incident form

Note: The exact permission names should be confirmed with your BMC Helix ITSM administrator or BMC support, as the API documentation does not provide detailed permission information for form-level access.

Supported From Version

Supported from Axonius version 7.8

Connecting the Adapter in Axonius

Navigate to the Adapters page, search for BMC Helix ITSM, and click on the adapter tile.

Click Add Connection.

To connect the adapter in Axonius, provide the following parameters:

Required Parameters

  1. Host Name or IP Address - Base URL for the BMC Helix ITSM server. Example: https://helix.example.com (Do not add any specific endpoints after the domain)
  2. Username - The BMC Helix ITSM user name for authentication. Example: axonius_service
  3. Password - The password for the BMC Helix ITSM user account.
BMC Helix ITSM Adapter

Optional Parameters

  1. Verify SSL - 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.
  2. HTTPS Proxy - Connect the adapter to a proxy instead of directly connecting it to the domain.
  3. HTTPS Proxy User Name - The user name to use when connecting to the value supplied in Host Name or IP Address via the value supplied in HTTPS Proxy.
  4. HTTPS Proxy Password - The password to use when connecting to the server using the HTTPS Proxy.

To learn more about common adapter connection parameters and buttons, see Adding a New Adapter Connection.


Updated about 1 hour ago