--- title: BMC Helix API Integration on Truto slug: bmchelix category: Application Development canonical: "https://truto.one/integrations/detail/bmchelix/" --- # BMC Helix API Integration on Truto **Category:** Application Development **Status:** Generally available ## Unified APIs ### Unified Ticketing API - **Accounts** — Accounts represent the companies or organizations that you are in contact with. Accounts have one or more Contacts associated with them. - **Attachments** — Attachments are the files associated with a ticket or a comment. - **Comments** — Comments represent the communication happening on a Ticket, both between a User and a Contact and the internal things like notes, private comments, etc. A Ticket can have one or more Comments. - **Contacts** — Contact represent the external people you are in contact with. These could be customers, leads, etc. Contacts can be associated with an Account if the underlying product supports it. - **Tasks** — Task represent a smaller subdivision of a Ticket, which could be the list of things to do in a Ticket. - **Teams** — Teams represent the grouping system used for Users. These are usually called groups, teams, agent groups, etc. in the underlying products. A User can belong to one or more Teams. - **Ticket Priorities** — Ticket Priorities represent the intended order in which the Tickets should be worked on. Some products provide customizing the Ticket Priorities. - **Ticket Status** — Ticket Status represents the completion level of the Ticket. Some products provide customizing the Ticket Status. - **Ticket Types** — Ticket Types represent the classification system used by the underlying products for Tickets. Some examples are bugs, feature, incident, etc. - **Tickets** — Core resource which represents some work that needs to be carried out. Tickets are usually mapped to issues, tasks, work items, etc. depending on the underlying product. - **Users** — Users represent the people using the underlying ticketing system. They are usually called agents, team members, admins, etc. ## How it works 1. **Link your customer's BMC Helix account.** Use Truto's frontend SDK; we handle every OAuth and API key flow so you don't need to create the OAuth app. 2. **Authentication is automatic.** Truto refreshes tokens, stores credentials securely, and injects them into every API request. 3. **Call Truto's API to reach BMC Helix.** The Proxy API is a 1-to-1 mapping of the BMC Helix API. 4. **Get a unified response format.** Every response uses a single shape, with cursor-based pagination and data in the `result` field. ## Use cases - **Auto-create incidents from observability alerts** — Infrastructure monitoring SaaS products can automatically generate Incident tickets in their customers' BMC Helix instance when anomalies are detected, and resolve them programmatically when auto-remediation succeeds — eliminating manual ticket triage for IT teams. - **Bi-directional ticket sync between DevOps and ITSM** — Development tools can sync bugs and change requests with BMC Helix so that IT service desk agents and engineering teams stay aligned on status, comments, and priority without switching consoles. - **Trigger IT provisioning workflows from HR events** — HR and people operations platforms can push service request tickets into BMC Helix when employees are hired or offboarded, ensuring zero-day laptop provisioning, software licensing, and secure access revocation — all tracked within the enterprise's system of record. - **Enrich security findings with auditable ITSM tickets** — Cloud security and compliance SaaS products can create critical tickets in BMC Helix for every finding, attach evidence as comments and attachments, and maintain a legally compliant remediation trail inside the customer's ITSM platform. - **Measure IT experience by correlating ticket data with surveys** — Employee experience and analytics platforms can read ticket and team data from BMC Helix to trigger satisfaction surveys on ticket closure and benchmark IT support quality per assignment group. ## What you can build - **Two-way incident sync with status mapping** — Keep ticket status, priority, and assignee in sync between your product and BMC Helix so neither side works with stale data. - **Automated ticket creation with smart team routing** — Create incidents or service requests in Helix and assign them to the correct support group by fetching available teams and matching against your product's context. - **Threaded work log sync via comments** — Push and pull work notes between your app and BMC Helix so IT agents and external users share a single conversation thread without leaving their own tools. - **Evidence attachment pipeline** — Automatically upload error logs, vulnerability screenshots, or diagnostic payloads as attachments on Helix tickets to accelerate root-cause analysis. - **IT provisioning progress dashboard** — Pull tasks linked to a service request ticket and display a real-time progress bar in your product so hiring managers or requesters can track fulfillment without logging into Helix. - **Priority and SLA mapping engine** — Map your product's severity levels to BMC Helix's priority matrix so that critical alerts automatically trigger the right SLA timers and escalation paths in the customer's ITSM. ## FAQs ### What Unified API does Truto use for BMC Helix? BMC Helix is supported through Truto's Unified Ticketing API, which provides a standardized schema for Tickets, Comments, Attachments, Users, Teams, Contacts, Tasks, Ticket Priorities, Ticket Status, Ticket Types, and Accounts. ### Are there pre-built Truto tools available for BMC Helix? BMC Helix tools are built on request. Contact the Truto team with your specific use case and they will build and ship the required tooling for your integration. ### How does BMC Helix expose its API? BMC Helix offers a Simplified REST API (introduced in v21.3) as well as a legacy Platform REST API. Truto abstracts the differences so you work against a single unified schema regardless of which API version the customer's Helix instance supports. ### What authentication methods does BMC Helix support? BMC Helix typically supports token-based authentication via its REST APIs. Truto handles the auth flow — including token refresh and credential storage — so your end users can connect their Helix instance without you managing secrets directly. ### Can I map BMC Helix's Incident, Change Request, and Problem forms to the unified Tickets model? Yes. BMC Helix forms like HPD:Help Desk (Incidents) and CHG:Infrastructure Change (Changes) map to the unified Tickets resource. Ticket Types and Ticket Priorities let you distinguish between record types and severity levels within the same schema. ### Does Truto handle pagination and rate limits for BMC Helix? Yes. Truto manages pagination across list endpoints and respects BMC Helix's rate-limiting policies automatically, so you can fetch large datasets without writing retry or cursor logic yourself.