Integration Directory
ITSM

BMC Helix

BMC Helix is an enterprise ITSM platform built on ITIL best practices, offering AI-driven service management, intelligent automation, and multi-cloud capabilities. Integrating with Harmony enhances incident resolution with contextual AI assistance while keeping BMC Helix as the system of record.

Capabilities

  • Incident Management: Create, update, and resolve BMC Helix incidents directly from Harmony workflows
  • CMDB Sync: Keep Harmony's asset data in sync with the BMC Helix configuration management database
  • Change Management: Route change requests through Harmony approval workflows and reflect status in BMC Helix

What Harmony does with BMC Helix

Harmony is the chat front line for employee requests, and BMC Helix stays the system of record. Employees ask in Slack or Teams, Harmony creates the ticket in Helix, and status, comments, and assignees sync both ways. Agents work their Helix queues without switching consoles.

Data synced

  • Tickets, incidents, and service requests
  • Ticket status and priority
  • Comments and work notes
  • Assignees, categories, and knowledge articles

Actions available

  • Create tickets and requests in BMC Helix from Harmony
  • Sync comments and status changes in both directions
  • Update assignees and priority from chat

Real-world use cases

Request from chat: An employee opens a request in Slack, Harmony creates the Helix ticket, and updates return to the same thread.

Answered from knowledge: Harmony surfaces a matching Helix knowledge article and resolves a common question with no ticket.

Agent stays put: An agent updates status and adds a note in Harmony, and both changes sync straight to BMC Helix.

FAQ

Connect BMC Helix so employees raise and track tickets in Slack or Teams while Helix stays the system of record. Harmony is the chat front line for employee requests, and BMC Helix stays the system of record.