BMC ITSM Module

Prerequisites

Before configuring the module, make sure you have:

• The URL of the BMC ITSM instance that you want to connect to.
• A BMC ITSM username and password for an account authorized to access the required data.
• Network access from the Actions environment to the BMC ITSM instance.
• The names of the BMC ITSM projects you want to configure.

Creating the Module Instance

You need to configure a module instance for the BMC ITSM environment that you want to integrate with.

1. Go to Main Menu > Configuration > Integrations and Modules.
2. From the top right corner of Integrations, click +. The Integrations Configuration window appears.
3. In the Setup Connection step, complete the following fields:
   • Name — Enter a descriptive name for the module instance. Use a name that lets you distinguish it from other instances.
   • Description — Enter a description of the module instance.
   • Type — Select BMC ITSM.
   • Mode — Select the mode in which the module will run. The supplied configuration example uses Cloud.
   • Monitor — Select this option if you want Actions to monitor the module instance.
   • Tags — Optionally enter tags to help identify the module instance.
4. Click Save & Continue to proceed to the connection parameters.

Configuring Connection Parameters

In the Connection Parameters step, specify the credentials used to connect to BMC ITSM.

1. In URL, enter the URL of the BMC ITSM instance.
2. In User Name, enter the username of the account used for the integration.
3. In Password, enter the password for that account.
4. Click Save & Continue.

All three connection parameters are required.

Adding Projects

In the Add Projects step, select the BMC ITSM projects that you want to configure in Actions.

1. In Project name, select a project from the drop-down list.
2. Use the discovery icon next to the project name, where applicable, to retrieve project information.
3. Configure the project options as needed:
   • Monitoring — Select to monitor the project for updates.
   • Monitoring Interval — Specify how frequently the module checks for updates when monitoring is enabled.
   • Bypass Incident — Select to process events without creating Actions incidents.
   • Execute on Every Update — Select to execute the associated workflow for every update rather than only the initial event.
4. Use the Details, Filter, and Mapping tabs to review or configure additional project settings, as applicable.
5. To configure another project, click + Add Project and repeat the steps.
6. Click Save & Continue.

Configuring Permissions

In the Permissions step, you can optionally specify which users have access to the module.

1. Select Enable Permissions to enable permission settings.
2. In Type, select the permission entry type. The supplied configuration screen shows User.
3. In Name, select the user to whom the permissions apply.
4. Select the required access permissions:
   • Read — Allows read access.
   • Write — Allows write access.
   • Delete — Allows delete access.
5. To add another permission entry, click + Add Permission.
6. To remove an entry, click the X icon in its row.
7. Click Save & Exit to save the configuration and close the window.

If you do not need to configure permissions, leave Enable Permissions cleared and click Save & Exit.