BMC Remedy/Helix Approval Integration¶

Overview¶

HPE Morpheus Software integrates with BMC Remedy (and BMC Helix ITSM) to enable external approval workflows through Remedy Change Requests. When configured, provisioning and lifecycle actions in HPE Morpheus Software can require approval through Remedy’s change management process before execution proceeds.

This integration creates Change Requests in Remedy when approval is required and polls Remedy for status updates, automatically progressing or denying the HPE Morpheus Software request based on the Change Request outcome.

Prerequisites¶

The following must be in place before configuring the Remedy approval integration:

• A running BMC Remedy/Helix ITSM instance accessible from the HPE Morpheus Software appliance over HTTPS

• A service account in Remedy with the following role permissions:

  BMC Form	Required BMC Role
  CHG:Infrastructure Change	Infrastructure Change Master
  CTM:People	Contact People Admin
  COM:Company	Atrium Foundation Admin
  User	User Administrator
  Group	User Administrator

• Network connectivity from HPE Morpheus Software to the Remedy REST API endpoint (typically port 8443)

Configuring the Integration¶

1. Navigate to Administration > Integrations

2. Click + NEW INTEGRATION

3. Select Remedy from the Type dropdown

4. Complete the configuration fields:

   NAME

   A friendly name for this integration in HPE Morpheus Software.

   ENABLED

   Leave checked to activate the integration.

   HOST

   The URL of the Remedy/Helix server (e.g., https://remedy.example.com:8443)

   USER

   The service account username with the required Remedy roles.

   PASSWORD

   The password for the service account.

5. Click SAVE CHANGES

HPE Morpheus Software validates connectivity and syncs available configuration data from Remedy. This process may take a few minutes.

Creating Approval Policies with Remedy¶

Once the Remedy integration is configured, it becomes available as an approval target in provisioning and lifecycle policies:

1. Navigate to the Policies tab for the target Group or Cloud:

   • Infrastructure > Groups > (Group) > Policies

   • Infrastructure > Clouds > (Cloud) > Policies

2. Click + ADD POLICY

3. Select Provision Approval (or Reconfigure Approval, Delete Approval, etc.) from the Type dropdown

4. In the configuration section, select the Remedy integration from the integration dropdown

5. Configure any additional policy settings (Accounts, etc.)

6. Click SAVE

How Approvals Work¶

When a user triggers an action covered by a Remedy approval policy:

1. HPE Morpheus Software creates a Change Request in Remedy (CHG:Infrastructure Change form)

2. The provisioning request enters a Pending state in HPE Morpheus Software

3. HPE Morpheus Software polls the Remedy Change Request for status updates (every 5 minutes)

4. When the Change Request is approved in Remedy, HPE Morpheus Software automatically proceeds with the action

5. When the Change Request is rejected or cancelled in Remedy, HPE Morpheus Software denies the request

Change Request Details¶

The Change Request created in Remedy includes:

• Summary — Description of the requested action (provisioning details, instance type, etc.)

• Requester — Mapped from the HPE Morpheus Software user who initiated the request

• Company — Mapped from the Tenant or configured default

• Category/Type — Configured based on the policy settings

Managing Approval Requests¶

Approval requests generated by Remedy policies appear in |OpApp|:

• Status — Displays the current Remedy Change Request state

• External Name — The Remedy Change Request ID

• Type — Shows “Remedy” to distinguish from internal or ServiceNow approvals

From HPE Morpheus Software, administrators can:

• View the current status of pending Remedy approvals

• Cancel a pending request (which also updates the Remedy Change Request)

Troubleshooting¶

Integration fails to save or connect

• Verify the Host URL is correct and accessible from the HPE Morpheus Software appliance

• Ensure the service account has the required roles listed in Prerequisites

• Check that the Remedy REST API is enabled on the target server

Change Requests not being created

• Confirm the integration is Enabled

• Verify the approval policy is applied to the correct Group or Cloud

• Check HPE Morpheus Software application logs for Remedy API errors

Approvals not syncing back

• Confirm the polling service is active (check Administration > Health)

• Verify the Change Request was approved/rejected in Remedy (not just commented on)

• Check that the Remedy service account still has valid credentials