IT Operations · Integration
Embed a BMC Helix ITSM integration in your product
Add BMC Helix ITSM to your product for your customers, and give your AI agents governed access to it.
Embed a BMC Helix ITSM integration so your customers can work their own incidents, change requests, service requests, and configuration items from inside your product, with governed agent access to the same records. Incidents arrive through event triggers rather than polling, and events are deduplicated per incident so a flapping alert does not create a queue of identical records. fastn handles each customer's auth and API upkeep, so another enterprise tenant is configuration rather than a deploy.
In your product
Embedded for your customers. Per-tenant auth, customized per customer, maintained by fastn.
Let customers connect their own BMC Helix ITSM instance and read and create incidents from inside your product.
Raise and update change requests and service requests without your users leaving your product.
Read configuration items and their relationships so an incident is shown against the asset it affects.
Trigger your product the moment an incident is raised, reassigned, or resolved.
For your AI agents
Governed, audited access for the agents you build, through the MCP server.
An agent reads an incident's history and related configuration items before proposing a fix.
An agent updates or reassigns an incident within governed permissions, with every action attributed.
An agent reacts to a new high-priority incident and starts the escalation workflow.
Example prompt
List open priority one incidents older than four hours and show the assigned group for each.
Set up BMC Helix ITSM in 4 steps
- 01Open the BMC Helix ITSM connector from your fastn dashboard.
- 02Have each customer authenticate their own BMC Helix instance with least-privilege scopes.
- 03Map their incident, change, and configuration item fields and statuses, then enable actions and triggers.
- 04Call them from your product, or expose them to an agent through the MCP server.
Why teams use the BMC Helix ITSM integration
What you get by embedding it with fastn instead of building it yourself.
- Ship a BMC Helix ITSM integration without building it. Your customers connect their own BMC Helix ITSM account inside your product and work their incidents, alerts and on-call schedules there, and nothing lands on your team.
- Handle the part that actually costs time: alerting is latency-critical and noisy, so filtering and deduplication matter. fastn owns the auth, token refresh, rate limits, pagination and breaking-change fixes, so a BMC Helix ITSM update is not your on-call problem.
- One integration serves your product and your agents. The same governed BMC Helix ITSM integration powers in-product features and gives AI agents scoped, audited access, so you route operational signal to the people and apps that act on it without wiring it twice.
Used by these teams
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FreshserviceBMC Helix ITSM integration FAQ
How do I add a BMC Helix ITSM integration to my product?
Enable the BMC Helix ITSM connector in your fastn dashboard, then let each customer authenticate their own BMC Helix ITSM account. fastn handles the OAuth flow, token storage and refresh per tenant, so there is no BMC Helix ITSM client code in your app and no per-customer branch in your codebase. Setup is 4 steps.
Do my customers each connect their own BMC Helix ITSM account?
Yes. Every integration is scoped to the individual customer, so each authorises their own BMC Helix ITSM account and only ever sees their own incidents, alerts and on-call schedules. That per-tenant isolation is the point of an embedded integration: you support the long tail of customer setups without maintaining an integration per customer.
Can AI agents use this BMC Helix ITSM integration?
Yes. The same integration is exposed to your agents through the fastn MCP gateway, with permissions scoped per tenant and every call audited. An agent reads an incident's history and related configuration items before proposing a fix. A prompt that works on day one: "List open priority one incidents older than four hours and show the assigned group for each."
Who maintains the BMC Helix ITSM integration?
fastn does. When BMC Helix ITSM changes an endpoint, deprecates a field or alters its auth, the fix lands in the connector rather than in your backlog, and your customers' integrations keep working.
How fast does a BMC Helix ITSM alert reach my product?
Alerts arrive through event triggers rather than polling, so your product reacts in near real time instead of on a schedule.
Can duplicate or flapping alerts be suppressed?
Yes. Events are deduplicated per incident, so a flapping check does not create a queue of identical records for your users to sift through.
What can I build with the BMC Helix ITSM integration?
A common starting point: connect their own BMC Helix ITSM instance and read and create incidents from inside your product. Teams also use it for the other use cases listed above, and expose it to agents for governed reads and writes.
How much does the BMC Helix ITSM integration cost?
It is included. Pricing is based on customer connections, not on how many connectors you enable, so adding BMC Helix ITSM does not change your cost. You can start free with 3 customer connections.
Add BMC Helix ITSM to your product
Start free with 3 customer connections. No sales call required, and no per-customer integration code.