> For the complete documentation index, see [llms.txt](https://witfy.gitbook.io/clowrk/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://witfy.gitbook.io/clowrk/connectors/bmc-helix.md).

# BMC Helix Connector

## 1. Purpose

Integration with the BMC Helix platform, an enterprise IT Service Management (ITSM) solution, enabling synchronization of tickets, assets, and workflows.

## 2. Where It Is Used

The BMC Helix connector is used for three main purposes:

### 2.1. Automated Incident Creation

The automation is triggered when the system receives Availability Events or Performance Events. Incident creation can be configured based on event state transitions.

**Available states:**

* Processing
* Open
* Solved

**Transition Configuration:** You can define which state change should trigger the automation. For example:

* Create an incident in BMC Helix when the event transitions from "Processing" to "Open"
* Create an incident when the event is marked as "Solved"

### 2.2. BMC Helix Module in Work Cards

When the automation is active and an incident is created in BMC Helix, a specific module is activated in the Clowrk work card. This module displays detailed incident information:

* Incident ID
* Current status
* Severity
* Assignee
* Resolution status

**Bidirectional Synchronization:** Any action performed on the Clowrk work card automatically generates a corresponding comment in the BMC Helix incident:

* Comments added to the card
* Event status changes
* User actions on the card

### 2.3. Automatic Incident Resolution

When an Availability Event is automatically resolved by the system (for example, when a server becomes available again), Clowrk can automatically resolve the corresponding incident in BMC Helix without manual intervention.

## 3. Configuration

**Required parameters:**

* **API URL:** BMC Helix instance base endpoint

## 4. Authentication

**Method:** ARW Token (API Token)

* Authentication token generated in the BMC Helix platform

## 5. Planned Improvement

⚠️ **Development Note:** Currently, only the BMC Helix connector configuration has a graphical interface available. Automation settings (team linking, state transition rules, synchronization behaviors) do not yet have a dedicated screen and are planned for future implementation.