BMC Helix Service Desk Integration

Identity Security Cloud (ISC) ISC Discussion and Questions
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Hello All,

I’m about to integrate IdentiyNow with BMC Helix via Service Desk feature. However i spot some problems with creating Helix ticket.

What was done:

  • FW ports opened from VA to Helix
  • We have filled Service Desk basic settings (AR-JWT token is ok, works in postman)
  • as a sample source i’ve chose flat file csv source called TestCSV
  • as a requester source i set build-in IdentityNow Admins source

RESULT
Access request created in access center results in follwing error:
Provisioning

sailpoint.connector.InvalidConfigurationException: [ InvalidConfigurationException ] [ Possible suggestions ] Ensure that URL resource configuration details are correct. [ Error details ] Requested resource could not be found. Status: 404 , Output: [{"messageType":"ERROR","messageNumber":8790,"messageText":"Unknown system error","appendedText":"HTTP 404 Not Found"}]

QUESTIONS:

  1. Does this error refferes to object on Helix or sample source?
  2. Do i have set new source for aggregating Helix users and set itas a Requester source?
  3. Is there any way to check GOV_DISABLE_PLAN_INITIALIZER flag

Many thanks for help in advace

2

I will reply to myself

  1. Does this error refferes to object on Helix or sample source?
    no, It’s helix error
  2. Do i have set new source for aggregating Helix users and set itas a Requester source?
    Yes, creating standard source is needed prior SD integration
  3. Is there any way to check GOV_DISABLE_PLAN_INITIALIZER flag.
    Visibility/possibility of service desk integration is an indicator that flag is set to true

However maybe someone will help me on following related case:
As i need to create BMC Helix source i need to set up BMC Client Gateway.
Is it something that’s need to be done on VA? Any tips how it can be done?

Many thanks in advance

3

Hi @radoslaw_klimkowski

Setting up BMC Client Gateway is not something to be done on VA. You need a dedicated machine (Windows or Linux server with few requirements) to install it.

Moreover, SailPoint recommends contacting BMC support as they will assist you with the gateway setup for your organization which includes all the pre-built configuration file and instructions and they will provide a unique hostname for your gateway to securely connect to your Helix services.

https://docs.bmc.com/docs/helixsubscriber/bmc-helix-client-gateway-connectivity-815419069.html

Thanks!

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