BMC Helix Remedyforce

Integration version: 11.0

Use Cases

Perform ingestion of the Incidents
Perform triaging action (Update/Create/Delete Records)

How to configure OAuth authentication

Sometimes the basic authentication method using username + password will not work. This can happen, when MFA is enabled for the account. In those situations, you need to configure OAuth authentication.

Steps:

Navigate to Setup -> App Manager.
Press on the "New Connected App" button.
Provide "Connected App Name", "API Name", "Contact Email".
"Enable OAuth Settings" should be set to true.
Set "Callback URL" to "https://localhost".
Add "full" and "refresh_token" scopes. Both of them are needed to access the API.
Save the app.
Open the app configuration and copy "Consumer Key" and "Consumer Secret". "Consumer Key" is "Client ID" and "Consumer Secret" is Client Secret in the integration configuration.
Go to action "Get OAuth Authorization Code". "Redirect URL" is "Callback URL".
Execute action. In the JSON result you will have an authorization URL. You need to copy and paste it in your browser. In the end you will be redirected and your URL will look like this: "https://localhost/?code=aPrxyeILZDvX2Hhmz2gymvtuE4aow6hMnAKw_98FyXJvaN7l69bJZFr1z.ylZ3qXd0KZlXjn0g%3D%3D". You need to copy everything after "code=" and make sure to perform URL decoding. %3D is a "=" character.
Go to action "Get OAuth Refresh Token". "Redirect URL" is "Callback URL" and "Authorization Code" is the "code" from the previous request.
If everything was done correctly, you will see in the JSON result "refresh_token".
Copy this refresh token into integration configuration and perform a test run.

Configure BMC Helix Remedyforce integration in Google Security Operations SOAR

For detailed instructions on how to configure an integration in Google Security Operations SOAR, see Configure integrations.

Integration parameters

Use the following parameters to configure the integration:

Parameter Display Name	Type	Default Value	Is Mandatory	Description
API Root	String	https://{{yourinstance}}.my.salesforce.com	Yes	API root of the BMC Helix Remedyforce instance.
Username	String	N/A	No	BMC Helix Remedyforce username.
Password	Password	N/A	No	BMC Helix Remedyforce password.
Client ID	String	N/A	No	BMC Helix Remedyforce client ID of the connected app. This parameter is needed for OAuth authentication. Note: this parameter has priority over Username + Password authentication.
Client Secret	Password	N/A	No	BMC Helix Remedyforce client secret of the connected app. This parameter is needed for OAuth authentication. Note: this parameter has priority over Username + Password authentication.
Refresh Token	Password	N/A	No	Refresh token for the OAuth authorization.
Verify SSL	Checkbox	Checked	Yes	If enabled, verifies that the SSL certificate for the connection to the BMC Helix Remedyforce server is valid.
Login API Root	String	https://login.salesforce.com	Yes	API root that is used to authenticate in BMC Helix Remedyforce.

Actions

Create Record

Description

Create a record in BMC Helix Remedyforce.

Parameters

Parameter Display Name	Type	Default Value	Is Mandatory	Description
Record Type	String	N/A	Yes	Specify the type of the record that needs to be created. If you don't know what kind of records are available, please execute action "List Record Types".
Record Payload	JSON	{ "field":"value" }	Yes	Specify a JSON object containing all of the needed fields and values.

Parameter Display Name

Type

Default Value

Is Mandatory

Description

Record Type

String

N/A

Yes

Specify the type of the record that needs to be created. If you don't know what kind of records are available, please execute action "List Record Types".

Record Payload

JSON

{

"field":"value"

}

Yes

Specify a JSON object containing all of the needed fields and values.

Run On

The action doesn't run on entities, nor has mandatory input parameters.

Action Results

Script Result

Script Result Name	Value Options
is_success	is_success=False
is_success	is_success=True

JSON Result

{
    "id": "0015e000005dVbKAAU",
    "success": true,
    "errors": []
}

Case Wall

Result type	Value/Description	Type (Entity \ General)
Output message*	The action should not fail nor stop a playbook execution: if 201 (is_success = true): "Successfully created {record type} record in BMC Helix Remedyforce.". The action should fail and stop a playbook execution: if fatal error, like wrong credentials, no connection to server, other: "Error executing action "Create Record". Reason: {0}''.format(error.Stacktrace) If 400: "Error executing action "Create Record". Reason: {message}. If record type wasn't found: Error executing action "Create Record". Reason: {Record Type} wasn't found in BMC Helix Remedyforce. Please use the action "List Record Types" to get a list of available record types. If invalid JSON payload: "Error executing action "Create Record". Reason: Invalid JSON payload provided in the parameter "Record Payload". Please check the structure.	General

Result type

Value/Description

Type (Entity \ General)

Output message*

The action should not fail nor stop a playbook execution:
if 201 (is_success = true): "Successfully created {record type} record in BMC Helix Remedyforce.".

The action should fail and stop a playbook execution:
if fatal error, like wrong credentials, no connection to server, other: "Error executing action "Create Record". Reason: {0}''.format(error.Stacktrace)

If 400: "Error executing action "Create Record". Reason: {message}.

If record type wasn't found: Error executing action "Create Record". Reason: {Record Type} wasn't found in BMC Helix Remedyforce. Please use the action "List Record Types" to get a list of available record types.

If invalid JSON payload: "Error executing action "Create Record". Reason: Invalid JSON payload provided in the parameter "Record Payload". Please check the structure.

General

Delete Record

Description

Delete a record in BMC Helix Remedyforce.

Parameters

Parameter Display Name	Type	Default Value	Is Mandatory	Description
Record Type	String	N/A	Yes	Specify the type of the record that needs to be deleted. If you don't know what kind of records are available, please execute action "List Record Types".
Record ID	String	N/A	Yes	Specify the id of the record that needs to be deleted.

Run On

The action doesn't run on entities, nor has mandatory input parameters.

Action Results

Script Result

Script Result Name	Value Options
is_success	is_success=False
is_success	is_success=True

Case Wall

Result type	Value/Description	Type (Entity \ General)
Output message*	The action should not fail nor stop a playbook execution: if 204 (is_success = true): "Successfully deleted {Record Type} record with ID {record id} in BMC Helix Remedyforce. If 404 (is_success=true): "{Record Type} Record with ID {record id} doesn't exist in BMC Helix Remedyforce. The action should fail and stop a playbook execution: if fatal error, like wrong credentials, no connection to server, other: "Error executing action "Delete Record". Reason: {0}''.format(error.Stacktrace) If record type wasn't found: Error executing action "Delete Record". Reason: {Record Type} wasn't found in BMC Helix Remedyforce. Please use the action "List Record Types" to get a list of available record types.	General

Result type

Value/Description

Type (Entity \ General)

Output message*

The action should not fail nor stop a playbook execution:
if 204 (is_success = true): "Successfully deleted {Record Type} record with ID {record id} in BMC Helix Remedyforce.

If 404 (is_success=true): "{Record Type} Record with ID {record id} doesn't exist in BMC Helix Remedyforce.

The action should fail and stop a playbook execution:

if fatal error, like wrong credentials, no connection to server, other: "Error executing action "Delete Record". Reason: {0}''.format(error.Stacktrace)

If record type wasn't found: Error executing action "Delete Record". Reason: {Record Type} wasn't found in BMC Helix Remedyforce. Please use the action "List Record Types" to get a list of available record types.

General

Execute Custom Query

Description

Execute a custom SOQL query in BMC Helix Remedyforce.

Parameters

Parameter Display Name	Type	Default Value	Is Mandatory	Description
SOQL Query	String	N/A	Yes	Specify what query should be executed.

Run On

The action doesn't run on entities, nor has mandatory input parameters.

Action Results

Script Result

Script Result Name	Value Options
is_success	is_success=False
is_success	is_success=True

JSON Result

{
    "attributes": {
        "type": "BMCServiceDesk__Incident__c",
        "url": "/services/data/v51.0/sobjects/BMCServiceDesk__Incident__c/a2U5e000000kl6NEAQ"
    },
    "Id": "a2U5e000000kl6NEAQ",
    "OwnerId": "00G5e000001mqf7EAA",
    "IsDeleted": false,
    "Name": "00000002",
    "CreatedDate": "2021-05-10T19:00:26.000+0000",
    "CreatedById": "0055e000001zFloAAE",
    "LastModifiedDate": "2021-05-10T19:00:26.000+0000",
    "LastModifiedById": "0055e000001zFloAAE",
    "SystemModstamp": "2021-05-10T19:00:26.000+0000",
    "LastActivityDate": null,
    "LastViewedDate": "2021-05-14T10:26:38.000+0000",
    "LastReferencedDate": "2021-05-14T10:26:38.000+0000",
    "BMCServiceDesk__ACApprovalStatus__c": null,
    "BMCServiceDesk__ACSeverity__c": null,
    "BMCServiceDesk__Actual_Outage_Time_Hours__c": 0.0,
    "BMCServiceDesk__Additional_email_information__c": null,
    "BMCServiceDesk__AllTaskCloseController__c": false,
    "BMCServiceDesk__Approved__c": false,
    "BMCServiceDesk__BLANK__c": null,
    "BMCServiceDesk__Category_ID__c": "Hardware",
    "BMCServiceDesk__RecurringParentRecordId__c": null,
    "BMCServiceDesk__RequestDetailCloneId__c": null,
    "BMCServiceDesk__VIP_Client__c": "-",
    "BMCServiceDesk__WorkflowController__c": null,
    "BMCServiceDesk__actualDuration__c": null,
    "BMCServiceDesk__actualOutageDuration__c": null,
    "BMCServiceDesk__call__c": 1.0,
    "BMCServiceDesk__clientEmail__c": "bmcremedyforcetrial@example.com",
    "BMCServiceDesk__Deep_View__c": "<a href=\"/apex/BMCServiceDesk__DeepView?id=a2U5e000000kl6N\" target=\"_blank\"><img src=\"/resource/BMCServiceDesk__SDEFStyles/SDEFbuttons/deep-view.png\" alt=\" \" style=\"height:18px; width:18px;\" border=\"0\"/></a>",
    "BMCServiceDesk__RF_TimeToClose__c": null,
    "BMCServiceDesk__RF_FKLayout__c": null,
    "BMCServiceDesk__RF_LTEC__c": null,
    "BMCServiceDesk__RF_SkipTriggerExecution__c": false,
    "BMCServiceDesk__Categorization_Mode__c": null,
    "BMCServiceDesk__RF_Attachments__c": null,
    "BMCServiceDesk__RF_HasAttachments__c": null,
    "BMCServiceDesk__RF_IntegrationData__c": null
}

Case Wall

Result type	Value/Description	Type (Entity \ General)
Output message*	The action should not fail nor stop a playbook execution: if found at least one (is_success = true): "Successfully returned results for the query "{query}" in BMC Helix Remedyforce. If nothing was found(is_success=true): "No results were found for the query "{query}" in BMC Helix Remedyforce" The action should fail and stop a playbook execution: if fatal error, like wrong credentials, no connection to server, other: "Error executing action "Execute Custom Query". Reason: {0}''.format(error.Stacktrace)	General
Case Wall	Name: Results	General

Result type

Value/Description

Type (Entity \ General)

Output message*

The action should not fail nor stop a playbook execution:
if found at least one (is_success = true): "Successfully returned results for the query "{query}" in BMC Helix Remedyforce.

If nothing was found(is_success=true): "No results were found for the query "{query}" in BMC Helix Remedyforce"

The action should fail and stop a playbook execution:
if fatal error, like wrong credentials, no connection to server, other: "Error executing action "Execute Custom Query". Reason: {0}''.format(error.Stacktrace)

General

Case Wall

Name: Results

General

Execute Simple Query

Description

Execute a SOQL query based on parameters in BMC Helix Remedyforce.

Parameters

Parameter Display Name	Type	Default Value	Is Mandatory	Description
Record Type	String	N/A	Yes	Specify what record type should be queried.
Where Filter	String	N/A	No	Specify the WHERE filter for the query that needs to be executed. Note: You don't need to provide time filter, limiting and sorting. Also, you don't need to provide WHERE string in the payload.
Time Frame	DDL	Last Hour Possible Values: Last Hour Last 6 Hours Last 24 Hours Last Week Last Month Custom	No	Specify a time frame for the results. If "Custom" is selected, you also need to provide "Start Time".
Start Time	String	N/A	No	Specify the start time for the results. This parameter is mandatory, if "Custom" is selected for the "Time Frame" parameter. Format: ISO 8601
End Time	String	N/A	No	Specify the end time for the results. Format: ISO 8601. If nothing is provided and "Custom" is selected for the "Time Frame" parameter then this parameter will use current time.
Fields To Return	CSV	N/A	No	Specify what fields to return. If nothing is provided action will return all fields.
Sort Field	String	CreatedDate	No	Specify what parameter should be used for sorting.
Sort Order	DDL	ASC Possible Values: ASC DESC	No	Specify the order of sorting.
Max Results To Return	Integer	50	No	Specify how many results to return. Default: 50. Maximum is 200.

Run On

The action doesn't run on entities, nor has mandatory input parameters.

Action Results

Script Result

Script Result Name	Value Options
is_success	is_success=False
is_success	is_success=True

JSON Result

{
    "attributes": {
        "type": "BMCServiceDesk__Incident__c",
        "url": "/services/data/v51.0/sobjects/BMCServiceDesk__Incident__c/a2U5e000000kl6NEAQ"
    },
    "Id": "a2U5e000000kl6NEAQ",
    "OwnerId": "00G5e000001mqf7EAA",
    "IsDeleted": false,
    "Name": "00000002",
    "CreatedDate": "2021-05-10T19:00:26.000+0000",
    "CreatedById": "0055e000001zFloAAE",
    "LastModifiedDate": "2021-05-10T19:00:26.000+0000",
    "LastModifiedById": "0055e000001zFloAAE",
    "SystemModstamp": "2021-05-10T19:00:26.000+0000",
    "LastActivityDate": null,
    "LastViewedDate": "2021-05-14T10:26:38.000+0000",
    "LastReferencedDate": "2021-05-14T10:26:38.000+0000",
    "BMCServiceDesk__ACApprovalStatus__c": null,
    "BMCServiceDesk__ACSeverity__c": null,
    "BMCServiceDesk__Actual_Outage_Time_Hours__c": 0.0,
    "BMCServiceDesk__Additional_email_information__c": null,
    "BMCServiceDesk__AllTaskCloseController__c": false,
    "BMCServiceDesk__Approved__c": false,
    "BMCServiceDesk__BLANK__c": null,
    "BMCServiceDesk__Category_ID__c": "Hardware",
    "BMCServiceDesk__RecurringParentRecordId__c": null,
    "BMCServiceDesk__RequestDetailCloneId__c": null,
    "BMCServiceDesk__VIP_Client__c": "-",
    "BMCServiceDesk__WorkflowController__c": null,
    "BMCServiceDesk__actualDuration__c": null,
    "BMCServiceDesk__actualOutageDuration__c": null,
    "BMCServiceDesk__call__c": 1.0,
    "BMCServiceDesk__clientEmail__c": "bmcremedyforcetrial@example.com",
    "BMCServiceDesk__Deep_View__c": "<a href=\"/apex/BMCServiceDesk__DeepView?id=a2U5e000000kl6N\" target=\"_blank\"><img src=\"/resource/BMCServiceDesk__SDEFStyles/SDEFbuttons/deep-view.png\" alt=\" \" style=\"height:18px; width:18px;\" border=\"0\"/></a>",
    "BMCServiceDesk__RF_TimeToClose__c": null,
    "BMCServiceDesk__RF_FKLayout__c": null,
    "BMCServiceDesk__RF_LTEC__c": null,
    "BMCServiceDesk__RF_SkipTriggerExecution__c": false,
    "BMCServiceDesk__Categorization_Mode__c": null,
    "BMCServiceDesk__RF_Attachments__c": null,
    "BMCServiceDesk__RF_HasAttachments__c": null,
    "BMCServiceDesk__RF_IntegrationData__c": null
}

Case Wall

Result type	Value/Description	Type (Entity \ General)
Output message*	The action should not fail nor stop a playbook execution: if found at least one (is_success = true): "Successfully returned results for the query "{query}" in BMC Helix Remedyforce. If nothing was found(is_success=true): "No results were found for the query "{query}" in BMC Helix Remedyforce" The action should fail and stop a playbook execution: if fatal error, like wrong credentials, no connection to server, other: "Error executing action "Execute Simple Query". Reason: {0}''.format(error.Stacktrace)	General
Case Wall	Name: Results	General

Result type

Value/Description

Type (Entity \ General)

Output message*

The action should not fail nor stop a playbook execution:
if found at least one (is_success = true): "Successfully returned results for the query "{query}" in BMC Helix Remedyforce.

If nothing was found(is_success=true): "No results were found for the query "{query}" in BMC Helix Remedyforce"

The action should fail and stop a playbook execution:
if fatal error, like wrong credentials, no connection to server, other: "Error executing action "Execute Simple Query". Reason: {0}''.format(error.Stacktrace)

General

Case Wall

Name: Results

General

Get Record Details

Description

Get detailed information about the record from BMC Helix Remedyforce.

Parameters

Parameter Display Name	Type	Default Value	Is Mandatory	Description
Record Type	String	N/A	Yes	Specify the type of the record for which you want to retrieve details. If you don't know what kind of records are available, please execute action "List Record Types".
Record IDs	CSV	N/A	Yes	Specify the ids of records for which you want to return details.
Fields To Return	CSV	N/A	No	Specify what fields to return. If none of the provided fields were found, action will fail. If nothing is provided, action will return all fields.

Run On

The action doesn't run on entities, nor has mandatory input parameters.

Action Results

Script Result

Script Result Name	Value Options
is_success	is_success=False
is_success	is_success=True

JSON Result

{
    "attributes": {
        "type": "BMCServiceDesk__Incident__c",
        "url": "/services/data/v51.0/sobjects/BMCServiceDesk__Incident__c/a2U5e000000kl6NEAQ"
    },
    "Id": "a2U5e000000kl6NEAQ",
    "OwnerId": "00G5e000001mqf7EAA",
    "IsDeleted": false,
    "Name": "00000002",
    "CreatedDate": "2021-05-10T19:00:26.000+0000",
    "CreatedById": "0055e000001zFloAAE",
    "LastModifiedDate": "2021-05-10T19:00:26.000+0000",
    "LastModifiedById": "0055e000001zFloAAE",
    "BMCServiceDesk__Total_Duration__c": 0.0,
    "BMCServiceDesk__Incorrect_category__c": false,
    "Client_VIP__c": false,
    "BMCServiceDesk__Incorrect_owner__c": false,
    "BMCServiceDesk__LockedRecordTimestamp__c": null,
    "BMCServiceDesk__Queue__c": "Incident Queue",
    "BMCServiceDesk__Reassigned_Count__c": null,
    "BMCServiceDesk__isServiceRequest__c": false,
    "BMCServiceDesk__Approval_Status__c": null,
    "Alternate_Contact_Name__c": null,
    "Alternate_Contact_Number__c": null,
    "Client_Phone__c": null,
    "External_Ticket_Ref__c": null,
    "Affected_Application__c": null,
    "Affected_Hardware__c": null,
    "BMCServiceDesk__Deep_View__c": "<a href=\"/apex/BMCServiceDesk__DeepView?id=a2U5e000000kl6N\" target=\"_blank\"><img src=\"/resource/BMCServiceDesk__SDEFStyles/SDEFbuttons/deep-view.png\" alt=\" \" style=\"height:18px; width:18px;\" border=\"0\"/></a>",
    "BMCServiceDesk__RF_TimeToClose__c": null,
    "BMCServiceDesk__RF_FKLayout__c": null,
    "BMCServiceDesk__RF_LTEC__c": null,
    "BMCServiceDesk__RF_SkipTriggerExecution__c": false,
    "BMCServiceDesk__Categorization_Mode__c": null,
    "BMCServiceDesk__RF_Attachments__c": null,
    "BMCServiceDesk__RF_HasAttachments__c": null,
    "BMCServiceDesk__RF_IntegrationData__c": null
}

Case Wall

Result type	Value/Description	Type (Entity \ General)
Output message*	The action should not fail nor stop a playbook execution: if data is available for at least one id(is_success = true): "Successfully returned details regarding record type {Record Type} for the following ids: {record ids}". If data is not available for at least one id (is_success=true): "Action wasn't able to find details regarding record type {Record Type} for the following ids: {record ids}". If data is not available for all (is_success=false): No records were found. The action should fail and stop a playbook execution: if fatal error, like wrong credentials, no connection to server, other: "Error executing action "Get Record Details". Reason: {0}''.format(error.Stacktrace) If record type wasn't found: Error executing action "Get Record Details". Reason: {Record Type} wasn't found in BMC Helix Remedyforce. Please use the action "List Record Types" to get a list of available record types. If none of the fields provided in "Fields To Return" were found: "Error executing action "Get Record Details". Reason: none of the provided fields were found. Please check the spelling.''	General
Case Wall Table	Name: Record {record Id}Details Columns: Key Value	General

Result type

Value/Description

Type (Entity \ General)

Output message*

The action should not fail nor stop a playbook execution:
if data is available for at least one id(is_success = true): "Successfully returned details regarding record type {Record Type} for the following ids: {record ids}".

If data is not available for at least one id (is_success=true): "Action wasn't able to find details regarding record type {Record Type} for the following ids: {record ids}".

If data is not available for all (is_success=false): No records were found.

The action should fail and stop a playbook execution:
if fatal error, like wrong credentials, no connection to server, other: "Error executing action "Get Record Details". Reason: {0}''.format(error.Stacktrace)

If record type wasn't found: Error executing action "Get Record Details". Reason: {Record Type} wasn't found in BMC Helix Remedyforce. Please use the action "List Record Types" to get a list of available record types.

If none of the fields provided in "Fields To Return" were found: "Error executing action "Get Record Details". Reason: none of the provided fields were found. Please check the spelling.''

General

Case Wall Table

Name: Record {record Id}Details

Columns:

Key

Value

General

Get OAuth Authorization Code

Description

Generate an OAuth authorization code in BMC Helix Remedyforce. Please refer to the documentation portal for more information.

Parameters

Parameter Display Name	Type	Default Value	Is Mandatory	Description
Redirect URL	String	https://localhost	Yes	Specify the redirect URL that was used when the "Connector App" was created.

Run On

The action doesn't run on entities, nor has mandatory input parameters.

Action Results

Script Result

Script Result Name	Value Options
is_success	is_success=False
is_success	is_success=True

Case Wall

Result type	Value/Description	Type (Entity \ General)
Output message*	The action should not fail nor stop a playbook execution: "Successfully generated Authorization code URL in BMC Helix Remedyforce. Please copy paste it in the browser. After that, copy the "code" part from the URL. This authorization code is used in action "Get OAuth Refresh Token."	General
Link	Name: Authorization Code Link URL: {generated link}

Result type

Value/Description

Type (Entity \ General)

Output message*

The action should not fail nor stop a playbook execution:

"Successfully generated Authorization code URL in BMC Helix Remedyforce. Please copy paste it in the browser. After that, copy the "code" part from the URL. This authorization code is used in action "Get OAuth Refresh Token."

General

Link

Name: Authorization Code Link
URL: {generated link}

Get OAuth Refresh Token

Description

Generate the refresh token that is needed for the integration configuration. Authorization code can be generated using "Get OAuth Authorization Code". Please refer to the documentation portal for more information.

Parameters

Parameter Display Name	Type	Default Value	Is Mandatory	Description
Redirect URL	String	https://localhost	Yes	Specify the redirect URL that was used when the "Connector App" was created.
Authorization Code	String	N/A	Yes	Specify the authorization code from action "Get OAuth Authorization Code".

Run On

The action doesn't run on entities, nor has mandatory input parameters.

Action Results

Script Result

Script Result Name	Value Options
is_success	is_success=False
is_success	is_success=True

JSON Result

{
    "access_token": "00D090000083B1p!ARkAQHJhzO.oDwNuldyoWlNDlLV9805VyWlZmcBvMF7qetVGpQWXi6pND0riSCiFs4fnrxmuVjBv.Io..ooN_JAIlGdGT_Gk",
    "signature": "6+xAwCccuYI0ivDbXtZzlguynNuKGRHaj+HpyZXM6ms=",
    "scope": "refresh_token api full",
    "instance_url": "https://202107220535170700.my.salesforce.com",
    "id": "https://login.salesforce.com/id/00D090000083B1pEAE/00509000007hMVJAA2",
    "token_type": "Bearer",
    "issued_at": "1626958668640"
}

Case Wall

Result type	Value/Description	Type (Entity \ General)
Output message*	The action should not fail nor stop a playbook execution: if 200 (is_success = true): "Successfully generated refresh token in BMC Helix Remedyforce.". The action should fail and stop a playbook execution: if fatal error, like wrong credentials, no connection to server, other: "Error executing action "Get OAuth Refresh Token". Reason: {0}''.format(error.Stacktrace) If non 200 status code: "Error executing action "Get OAuth Refresh Token". Reason: {0}''.format(error_description)	General

Result type

Value/Description

Type (Entity \ General)

Output message*

The action should not fail nor stop a playbook execution:
if 200 (is_success = true): "Successfully generated refresh token in BMC Helix Remedyforce.".

The action should fail and stop a playbook execution:
if fatal error, like wrong credentials, no connection to server, other: "Error executing action "Get OAuth Refresh Token". Reason: {0}''.format(error.Stacktrace)

If non 200 status code: "Error executing action "Get OAuth Refresh Token". Reason: {0}''.format(error_description)

General

List Record Types

Description

List available record types from BMC Helix Remedyforce.

Parameters

Parameter Display Name	Type	Default Value	Is Mandatory	Description
Filter Logic	DDL	Equal DDL Equal Contains	No	Specify what filter logic should be applied.
Filter Value	String	N/A	No	Specify what value should be used in the filter. If "Equal" is selected, action will try to find the exact match among record types and if "Contains" is selected, action will try to find record types that contain that substring. If nothing is provided in this parameter, the filter will not be applied.
Max Record Types To Return	Integer	50	No	Specify how many record types to return.

Parameter Display Name

Type

Default Value

Is Mandatory

Description

Filter Logic

DDL

Equal

DDL

Equal

Contains

Specify what filter logic should be applied.

Filter Value

String

N/A

Specify what value should be used in the filter. If "Equal" is selected, action will try to find the exact match among record types and if "Contains" is selected, action will try to find record types that contain that substring. If nothing is provided in this parameter, the filter will not be applied.

Max Record Types To Return

Integer

Specify how many record types to return.

Run On

The action doesn't run on entities, nor has mandatory input parameters.

Action Results

Script Result

Script Result Name	Value Options
is_success	is_success=False
is_success	is_success=True

Case Wall

Result type	Value/Description	Type (Entity \ General)
Output message*	The action should not fail nor stop a playbook execution: if found at least one (is_success = true): "Successfully listed available record types based on the provided criteria in BMC Helix Remedyforce. If nothing was found(is_success=true): "No record types were found based on the provided criteria in BMC Helix Remedyforce" The action should fail and stop a playbook execution: if fatal error, like wrong credentials, no connection to server, other:"Error executing action "List Record Types". Reason: {0}''.format(error.Stacktrace)	General
Case Wall	Name: Available Record Types Columns: Name Label Custom	General

Result type

Value/Description

Type (Entity \ General)

Output message*

The action should not fail nor stop a playbook execution:
if found at least one (is_success = true): "Successfully listed available record types based on the provided criteria in BMC Helix Remedyforce.

If nothing was found(is_success=true): "No record types were found based on the provided criteria in BMC Helix Remedyforce"

The action should fail and stop a playbook execution:
if fatal error, like wrong credentials, no connection to server, other:"Error executing action "List Record Types". Reason: {0}''.format(error.Stacktrace)

General

Case Wall

Name: Available Record Types

Columns:

Name

Label

Custom

General

Ping

Description

Test connectivity to BMC Helix Remedyforce with parameters provided at the integration configuration page in the Google Security Operations Marketplace tab.

Run On

This action doesn't run on entities.

Action Results

Script Result

Script Result Name	Value Options
is_success	is_success=False
is_success	is_success=True

Case Wall

Result type	Value/Description	Type (Entity \ General)
Output message*	The action should not fail nor stop a playbook execution: if successful: "Successfully connected to the BMC Helix Remedyforce server with the provided connection parameters!" The action should fail and stop a playbook execution: if not successful: "Failed to connect to the BMC Helix Remedyforce server! Error is {0}".format(exception.stacktrace)	General

Result type

Value/Description

Type (Entity \ General)

Output message*

The action should not fail nor stop a playbook execution:
if successful: "Successfully connected to the BMC Helix Remedyforce server with the provided connection parameters!"

The action should fail and stop a playbook execution:
if not successful: "Failed to connect to the BMC Helix Remedyforce server! Error is {0}".format(exception.stacktrace)

General

Update Record

Description

Update record in BMC Helix Remedyforce.

Parameters

Parameter Display Name	Type	Default Value	Is Mandatory	Description
Record Type	String	N/A	Yes	Specify the type of the record that needs to be updated. If you don't know what kind of records are available, please execute action "List Record Types".
Record ID	String	N/A	Yes	Specify the id of the record that needs to be updated.
Fields To Update	JSON	{ "field":"value" }	Yes	Specify a JSON object containing all of the needed fields and values that need to be updated.

Parameter Display Name

Type

Default Value

Is Mandatory

Description

Record Type

String

N/A

Yes

Specify the type of the record that needs to be updated. If you don't know what kind of records are available, please execute action "List Record Types".

Record ID

String

N/A

Yes

Specify the id of the record that needs to be updated.

Fields To Update

JSON

{

"field":"value"

}

Yes

Specify a JSON object containing all of the needed fields and values that need to be updated.

Run On

The action doesn't run on entities, nor has mandatory input parameters.

Action Results

Script Result

Script Result Name	Value Options
is_success	is_success=False
is_success	is_success=True

Case Wall

Result type	Value/Description	Type (Entity \ General)
Output message*	The action should not fail nor stop a playbook execution: if 204 (is_success = true): "Successfully updated {record type} record with {record id} in BMC Helix Remedyforce.". The action should fail and stop a playbook execution: if fatal error, like wrong credentials, no connection to server, other: "Error executing action "Update Record". Reason: {0}''.format(error.Stacktrace) If 404 or 400: "Error executing action "Update Record". Reason: {message}. If record type wasn't found: Error executing action "Update Record". Reason: {Record Type} wasn't found in BMC Helix Remedyforce. Please use the action "List Record Types" to get a list of available record types. If invalid JSON payload: "Error executing action "Update Record". Reason: Invalid JSON payload provided in the parameter "Fields To Update". Please check the structure.	General

Result type

Value/Description

Type (Entity \ General)

Output message*

The action should not fail nor stop a playbook execution:
if 204 (is_success = true): "Successfully updated {record type} record with {record id} in BMC Helix Remedyforce.".

The action should fail and stop a playbook execution:
if fatal error, like wrong credentials, no connection to server, other: "Error executing action "Update Record". Reason: {0}''.format(error.Stacktrace)

If 404 or 400: "Error executing action "Update Record". Reason: {message}.

If record type wasn't found: Error executing action "Update Record". Reason: {Record Type} wasn't found in BMC Helix Remedyforce. Please use the action "List Record Types" to get a list of available record types.

If invalid JSON payload: "Error executing action "Update Record". Reason: Invalid JSON payload provided in the parameter "Fields To Update". Please check the structure.

General

Wait For Fields Update

Description

Wait for fields update in BMC Helix Remedyforce.

Parameters

Parameter Display Name	Type	Default Value	Is Mandatory	Description
Record Type	String	N/A	Yes	Specify the type of the record for which you are waiting an update. If you don't know what kind of records are available, please execute action "List Record Types".
Record ID	String	N/A	Yes	Specify the ID of the record that needs to be updated.
Fields To Check	JSON	{ "field":"value" }	Yes	Specify a JSON object containing all of the needed fields and values.
Fail If Timeout	Checkbox	Checked	Yes	If enabled, action will be failed, if not all of the fields were updated.

Run On

The action doesn't run on entities, nor has mandatory input parameters.

Action Results

Script Result

Script Result Name	Value Options
is_success	is_success=False
is_success	is_success=True

JSON Result

{
    "attributes": {
        "type": "BMCServiceDesk__Incident__c",
        "url": "/services/data/v51.0/sobjects/BMCServiceDesk__Incident__c/a2U5e000000kl6NEAQ"
    },
    "Id": "a2U5e000000kl6NEAQ",
    "BMCServiceDesk__FKImpact__c": "a2M5e000000l1HxEAI",
    "BMCServiceDesk__FKIncident__c": null,
    "BMCServiceDesk__FKLead__c": null,
    "BMCServiceDesk__FKOpenBy__c": "0055e000001zFloAAE",
    "BMCServiceDesk__FKPriority__c": "a2h5e000000nHTnAAM",
    "BMCServiceDesk__FKRequestDefinition__c": null,
    "BMCServiceDesk__FKRequestDetail__c": null,
    "BMCServiceDesk__FKServiceOffering__c": null,
    "BMCServiceDesk__FKStatus__c": "a3w5e000000U1xcAAC",
    "BMCServiceDesk__FKTemplate__c": null,
    "BMCServiceDesk__actualOutageDuration__c": null,
    "BMCServiceDesk__call__c": 1.0,
    "Client_VIP__c": false,
    "BMCServiceDesk__Incorrect_owner__c": false,
    "BMCServiceDesk__LockedRecordTimestamp__c": null,
    "BMCServiceDesk__Queue__c": "Incident Queue",
    "BMCServiceDesk__Reassigned_Count__c": null,
    "BMCServiceDesk__isServiceRequest__c": false,
    "BMCServiceDesk__Approval_Status__c": null,
    "Alternate_Contact_Name__c": null,
    "Alternate_Contact_Number__c": null,
    "Client_Phone__c": null,
    "External_Ticket_Ref__c": null,
    "Affected_Application__c": null,
    "Affected_Hardware__c": null,
    "BMCServiceDesk__Deep_View__c": "<a href=\"/apex/BMCServiceDesk__DeepView?id=a2U5e000000kl6N\" target=\"_blank\"><img src=\"/resource/BMCServiceDesk__SDEFStyles/SDEFbuttons/deep-view.png\" alt=\" \" style=\"height:18px; width:18px;\" border=\"0\"/></a>",
    "BMCServiceDesk__RF_TimeToClose__c": null,
    "BMCServiceDesk__RF_FKLayout__c": null,
    "BMCServiceDesk__RF_LTEC__c": null,
    "BMCServiceDesk__RF_SkipTriggerExecution__c": false,
    "BMCServiceDesk__Categorization_Mode__c": null,
    "BMCServiceDesk__RF_Attachments__c": null,
    "BMCServiceDesk__RF_HasAttachments__c": null,
    "BMCServiceDesk__RF_IntegrationData__c": null
}

Case Wall

Result type	Value/Description	Type (Entity \ General)
Output message*	The action should not fail nor stop a playbook execution: if 201 (is_success = true): "{record type} record with ID {record id} was updated in BMC Helix Remedyforce.". If one of the fields were not updated and Fail if timeout is not enabled (is_success=false): "The following fields were not updated for {record type} record with ID {record id} in BMC Helix Remedyforce: {fields that were not updated}" Async Message: Waiting for the following fields to be updated for {record type} record with ID {record id} in BMC Helix Remedyforce: {fields that were not updated} The action should fail and stop a playbook execution: if fatal error, like wrong credentials, no connection to server, other: "Error executing action "Wait For Fields Update". Reason: {0}''.format(error.Stacktrace) If some fields were not found: "Error executing action "Wait For Fields Update". Reason: the following fields were not found in the structure of record: {fields that were not found}. If record type wasn't found: Error executing action "Wait For Fields Update". Reason: {Record Type} wasn't found in BMC Helix Remedyforce. Please use the action "List Record Types" to get a list of available record types. If one of the fields were not updated and Fail if timeout is enabled (is_success=false): "Error executing action "Wait For Fields Update". Reason: The following fields were not updated for {record type} record with ID {record id} in BMC Helix Remedyforce: {fields that were not updated}" If invalid JSON payload: "Error executing action "Wait For Fields Update". Reason: Invalid JSON payload provided in the parameter "Fields To Check". Please check the structure.	General

Result type

Value/Description

Type (Entity \ General)

Output message*

The action should not fail nor stop a playbook execution:
if 201 (is_success = true): "{record type} record with ID {record id} was updated in BMC Helix Remedyforce.".

If one of the fields were not updated and Fail if timeout is not enabled (is_success=false): "The following fields were not updated for {record type} record with ID {record id} in BMC Helix Remedyforce: {fields that were not updated}"

Async Message: Waiting for the following fields to be updated for {record type} record with ID {record id} in BMC Helix Remedyforce: {fields that were not updated}

The action should fail and stop a playbook execution:
if fatal error, like wrong credentials, no connection to server, other: "Error executing action "Wait For Fields Update". Reason: {0}''.format(error.Stacktrace)

If some fields were not found: "Error executing action "Wait For Fields Update". Reason: the following fields were not found in the structure of record: {fields that were not found}.

If record type wasn't found: Error executing action "Wait For Fields Update". Reason: {Record Type} wasn't found in BMC Helix Remedyforce. Please use the action "List Record Types" to get a list of available record types.

If one of the fields were not updated and Fail if timeout is enabled (is_success=false): "Error executing action "Wait For Fields Update". Reason: The following fields were not updated for {record type} record with ID {record id} in BMC Helix Remedyforce: {fields that were not updated}"

If invalid JSON payload: "Error executing action "Wait For Fields Update". Reason: Invalid JSON payload provided in the parameter "Fields To Check". Please check the structure.

General

Connector

BMC Helix Remedyforce - Incidents Connector

Description

Pull information about incidents from BMC Helix Remedyforce.

Configure BMC Helix Remedyforce - Incidents Connector in Google Security Operations SOAR

For detailed instructions on how to configure a connector in Google Security Operations SOAR, see Configuring the connector.

Connector parameters

Use the following parameters to configure the connector:

Parameter Display Name	Type	Default Value	Is Mandatory	Description
Product Field Name	String	Product Name	Yes	Enter the source field name in order to retrieve the Product Field name.
Event Field Name	String	BMCServiceDesk__Type__c	Yes	Enter the source field name in order to retrieve the Event Field name.
Environment Field Name	String	""	No	Describes the name of the field where the environment name is stored. If the environment field isn't found, the environment is the default environment.
Environment Regex Pattern	String	.*	No	A regex pattern to run on the value found in the "Environment Field Name" field. Default is .* to catch all and return the value unchanged. Used to allow the user to manipulate the environment field via regex logic. If the regex pattern is null or empty, or the environment value is null, the final environment result is the default environment.
Script Timeout (Seconds)	Integer	180	Yes	Timeout limit for the python process running the current script.
API Root	String	https://{{yourinstance}}.my.salesforce.com	Yes	API root of the BMC Helix Remedyforce instance.
Username	String	N/A	Yes	BMC Helix Remedyforce username.
Password	Password	N/A	Yes	BMC Helix Remedyforce password.
Lowest Priority To Fetch	Integer	5	No	Lowest priority that will be used to fetch incidents. Maximum: 5. Minimum: 1. If nothing is provided, the connector will ingest all incidents.
Ingest Empty Priority Incidents	Checkbox	Checked	No	If enabled, the connector will fetch incidents that don't have priority. Google Security Operations SOAR Alerts created in this manner will have priority set to 'Informational'
Type Filter	CSV	Incident,Service Request	No	Type filter for the incidents. If nothing is provided, the connector will ingest all incidents. Example: Incident, Service Request.
Max Hours Backwards	Integer	1	No	Amount of hours from where to fetch incidents.
Max Incidents To Fetch	Integer	10	No	How many incidents to process per one connector iteration. Maximum is 200.
Use whitelist as a blacklist	Checkbox	Checked	Yes	If enabled, whitelist will be used as a blacklist.
Verify SSL	Checkbox	Checked	Yes	If enabled, verify the SSL certificate for the connection to the BMC Helix Remedyforce server is valid.
Proxy Server Address	String	N/A	No	The address of the proxy server to use.
Proxy Username	String	N/A	No	The proxy username to authenticate with.
Proxy Password	Password	N/A	No	The proxy password to authenticate with.
Client ID	String	N/A	No	BMC Helix Remedyforce client ID of the connected app. This parameter is needed for OAuth authentication. Note: this parameter has priority over Username + Password authentication.
Client Secret	Password	N/A	No	BMC Helix Remedyforce client secret of the connected app. This parameter is needed for OAuth authentication. Note: this parameter has priority over Username + Password authentication.
Login API Root	String	https://login.salesforce.com	Yes	API root that is used to authenticate in BMC Helix Remedyforce.

Connector Rules

Proxy Support

The connector supports Proxy.