Application Development
BMC Helix
API integration
Ship Application Development features without building the integration. Full BMC Helix API access via Proxy, normalized data through Unified APIs, and 60+ MCP-ready tools for AI agents — all extensible to your exact use case.
Talk to usUse Cases
Why integrate with BMC Helix
Common scenarios for SaaS companies building BMC Helix integrations for their customers.
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
Ship these features with Truto + BMC Helix
Concrete product features your team can ship faster by leveraging Truto’s BMC Helix integration instead of building from scratch.
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.
SuperAI
BMC Helix AI agent tools
Comprehensive AI agent toolset with fine-grained control. Integrates with MCP clients like Cursor and Claude, or frameworks like LangChain.
list_all_bmc_helix_incident
List incident entries from the BMC Helix ITSM HPD:Help Desk form. Filter with an AR qualification in q, choose fields with fields, page with offset and limit. Returns entries with their field values.
get_single_bmc_helix_incident_by_id
Get one incident entry from the HPD:Help Desk form by entry ID. Required: id. Returns the entry's field values.
create_a_bmc_helix_incident
Create an incident through the HPD:IncidentInterface_Create form. Required: values with First_Name, Last_Name, Description, Impact, Urgency, Status, Reported Source and Service_Type (z1D_Action is CREATE). Returns the new Incident Number.
update_a_bmc_helix_incident_by_id
Update a incident entry in the HPD:Help Desk form. Send only the fields to change inside values. Required: id, values. Returns no content (204) on success.
delete_a_bmc_helix_incident_by_id
Delete a incident entry from the HPD:Help Desk form by entry ID. Requires delete permission on the form, which most ITSM forms restrict. Required: id. Returns no content on success.
list_all_bmc_helix_company
List company entries from the BMC Helix ITSM COM:Company form. Filter with an AR qualification in q, choose fields with fields, page with offset and limit. Returns entries with their field values.
get_single_bmc_helix_company_by_id
Get one company entry from the COM:Company form by entry ID. Required: id. Returns the entry's field values.
update_a_bmc_helix_company_by_id
Update a company entry in the COM:Company form. Send only the fields to change inside values. Required: id, values. Returns no content (204) on success.
delete_a_bmc_helix_company_by_id
Delete a company entry from the COM:Company form by entry ID. Requires delete permission on the form, which most ITSM forms restrict. Required: id. Returns no content on success.
create_a_bmc_helix_company
Create a company entry in the COM:Company form. Required: values with Company, Company Type, Status. Returns 201 with the new entry's URL in the Location header, or field values when fields is set.
list_all_bmc_helix_worklogs
List incident work log entries from the BMC Helix ITSM HPD:WorkLog form. Filter with an AR qualification in q, choose fields with fields, page with offset and limit. Returns entries with their field values.
create_a_bmc_helix_worklog
Create a incident work log entry in the HPD:WorkLog form. Required: values with Incident Number, Work Log Type, Detailed Description. Returns 201 with the new entry's URL in the Location header, or field values when fields is set.
get_single_bmc_helix_worklog_by_id
Get one incident work log entry from the HPD:WorkLog form by entry ID. Required: id. Returns the entry's field values.
update_a_bmc_helix_worklog_by_id
Update a incident work log entry in the HPD:WorkLog form. Send only the fields to change inside values. Required: id, values. Returns no content (204) on success.
delete_a_bmc_helix_worklog_by_id
Delete a incident work log entry from the HPD:WorkLog form by entry ID. Requires delete permission on the form, which most ITSM forms restrict. Required: id. Returns no content on success.
bmc_helix_worklogs_download
Download a work log attachment as a file. Take the attachment href from a work log entry (z2AF Work Log01–03 field), split it into base (scheme and host) and path, and pass both. Required: base, path.
list_all_bmc_helix_support_group
List support group entries from the BMC Helix ITSM CTM:Support Group form. Filter with an AR qualification in q, choose fields with fields, page with offset and limit. Returns entries with their field values.
get_single_bmc_helix_support_group_by_id
Get one support group entry from the CTM:Support Group form by entry ID. Required: id. Returns the entry's field values.
create_a_bmc_helix_support_group
Create a support group entry in the CTM:Support Group form. Required: values with Support Group Name, Support Organization, Company, Support Group Role, Status. Returns 201 with the new entry's URL in the Location header, or field values when fields is set.
update_a_bmc_helix_support_group_by_id
Update a support group entry in the CTM:Support Group form. Send only the fields to change inside values. Required: id, values. Returns no content (204) on success.
delete_a_bmc_helix_support_group_by_id
Delete a support group entry from the CTM:Support Group form by entry ID. Requires delete permission on the form, which most ITSM forms restrict. Required: id. Returns no content on success.
list_all_bmc_helix_tasks
List task entries from the BMC Helix ITSM TMS:Task form. Filter with an AR qualification in q, choose fields with fields, page with offset and limit. Returns entries with their field values.
get_single_bmc_helix_task_by_id
Get one task entry from the TMS:Task form by entry ID. Required: id. Returns the entry's field values.
update_a_bmc_helix_task_by_id
Update a task entry in the TMS:Task form. Send only the fields to change inside values. Required: id, values. Returns no content (204) on success.
delete_a_bmc_helix_task_by_id
Delete a task entry from the TMS:Task form by entry ID. Requires delete permission on the form, which most ITSM forms restrict. Required: id. Returns no content on success.
create_a_bmc_helix_task
Create a task entry in the TMS:Task form. Required: values with TaskName, Summary, Status, RootRequestID, RootRequestFormName. Returns 201 with the new entry's URL in the Location header, or field values when fields is set.
list_all_bmc_helix_people
List person (people record) entries from the BMC Helix ITSM CTM:People form. Filter with an AR qualification in q, choose fields with fields, page with offset and limit. Returns entries with their field values.
get_single_bmc_helix_person_by_id
Get one person (people record) entry from the CTM:People form by entry ID. Required: id. Returns the entry's field values.
create_a_bmc_helix_person
Create a person (people record) entry in the CTM:People form. Required: values with First Name, Last Name, Company, Profile Status, Client Type, Support Staff. Returns 201 with the new entry's URL in the Location header, or field values when fields is set.
update_a_bmc_helix_person_by_id
Update a person (people record) entry in the CTM:People form. Send only the fields to change inside values. Required: id, values. Returns no content (204) on success.
delete_a_bmc_helix_person_by_id
Delete a person (people record) entry from the CTM:People form by entry ID. Requires delete permission on the form, which most ITSM forms restrict. Required: id. Returns no content on success.
create_a_bmc_helix_authentication_login_request
Log in to BMC Helix with the connected account's username and password and get a session token (AR-JWT) in the Set-Cookie header. Used internally to refresh authentication; takes no input.
list_all_bmc_helix_incident_interface
List incidents through the HPD:IncidentInterface form. Filter with an AR qualification in q, choose fields, sort and page with offset/limit.
get_single_bmc_helix_incident_interface_by_id
Get one incidents entry from the HPD:IncidentInterface form by entry ID. Required: id.
update_a_bmc_helix_incident_interface_by_id
Update a incidents entry through the HPD:IncidentInterface form. Send only the fields to change inside values (set z1D_Action to MODIFY). Required: id, values. Returns no content (204).
create_a_bmc_helix_change
Create a change request through CHG:ChangeInterface_Create. Required: values with Description, Impact, Urgency, Company, First Name, Last Name and z1D_Action CREATE. Returns the new Infrastructure Change Id (CRQ…).
list_all_bmc_helix_changes
List change requests through the CHG:ChangeInterface form. Filter with an AR qualification in q, choose fields, sort and page with offset/limit.
get_single_bmc_helix_change_by_id
Get one change requests entry from the CHG:ChangeInterface form by entry ID. Required: id.
update_a_bmc_helix_change_by_id
Update a change requests entry through the CHG:ChangeInterface form. Send only the fields to change inside values (set z1D_Action to MODIFY). Required: id, values. Returns no content (204).
list_all_bmc_helix_change_worklogs
List change work info entries through the CHG:WorkLog form. Filter with an AR qualification in q, choose fields, sort and page with offset/limit.
get_single_bmc_helix_change_worklog_by_id
Get one change work info entries entry from the CHG:WorkLog form by entry ID. Required: id.
create_a_bmc_helix_change_worklog
Add a work info note to a change request in CHG:WorkLog. Required: values with Infrastructure Change ID, Work Log Type and Detailed Description. Returns 201 with the entry URL in the Location header.
update_a_bmc_helix_change_worklog_by_id
Update a change work info entries entry through the CHG:WorkLog form. Send only the fields to change inside values (set z1D_Action to MODIFY). Required: id, values. Returns no content (204).
list_all_bmc_helix_change_associations
List change associations (links between a change and CIs or other records) through the CHG:Associations form. Filter with an AR qualification in q, choose fields, sort and page with offset/limit.
create_a_bmc_helix_change_association
Associate a configuration item or another record with a change request in CHG:Associations. Required: values with Request ID01, Request ID02, Form Name01, Form Name02 and Association Type01. Returns 201 with the entry URL in the Location header.
create_a_bmc_helix_problem
Create a problem investigation, known error or solution through PBM:ProblemInterface_Create (z1D_Action PROBLEM, KNOWNERROR or SOLUTION). Required: values with Description, Impact, Urgency, Company, Assigned Support Company, Assigned Support Organization, Assigned Group and z1D_Action. Returns the new ID.
list_all_bmc_helix_problems
List problem investigations through the PBM:ProblemInterface form. Filter with an AR qualification in q, choose fields, sort and page with offset/limit.
get_single_bmc_helix_problem_by_id
Get one problem investigations entry from the PBM:ProblemInterface form by entry ID. Required: id.
update_a_bmc_helix_problem_by_id
Update a problem investigations entry through the PBM:ProblemInterface form. Send only the fields to change inside values (set z1D_Action to MODIFY). Required: id, values. Returns no content (204).
create_a_bmc_helix_service_request
Create a service request from a Service Request Definition through SRM:RequestInterface_Create. Required: values with TitleInstanceID, Login ID, Source Keyword and z1D_Action CREATE. Returns the new Request Number (REQ…).
list_all_bmc_helix_service_requests
List service requests through the SRM:Request form. Filter with an AR qualification in q, choose fields, sort and page with offset/limit.
get_single_bmc_helix_service_request_by_id
Get one service requests entry from the SRM:Request form by entry ID. Required: id.
list_all_bmc_helix_task_interface
List tasks through the TMS:TaskInterface form. Filter with an AR qualification in q, choose fields, sort and page with offset/limit.
get_single_bmc_helix_task_interface_by_id
Get one tasks entry from the TMS:TaskInterface form by entry ID. Required: id.
update_a_bmc_helix_task_interface_by_id
Update a tasks entry through the TMS:TaskInterface form. Send only the fields to change inside values (set z1D_Action to MODIFY). Required: id, values. Returns no content (204).
list_all_bmc_helix_entries
List entries of any AR form, e.g. CHG:Infrastructure Change or PBM:Known Error. Use when no dedicated tool exists for the form. Required: form_name.
get_single_bmc_helix_entry_by_id
Get one entry of any AR form by entry ID. Required: form_name, id.
create_a_bmc_helix_entry
Create an entry in any AR form. Required: form_name, values. Returns 201 with the entry URL in the Location header, or field values when fields is set.
update_a_bmc_helix_entry_by_id
Update an entry of any AR form. Required: form_name, id, values. Returns no content (204).
delete_a_bmc_helix_entry_by_id
Delete an entry of any AR form by entry ID; needs delete permission on the form. Required: form_name, id. Returns no content.
bmc_helix_entries_merge
Merge an entry into any AR form: creates it, or updates the existing entry with the same ID depending on mergeOptions. BMC uses this to add incident work logs to HPD:WorkLog. Required: form_name, values.
bmc_helix_entries_list_associations
List the entries linked to an entry through a named AR association. Required: form_name, entry_id, association_name.
bmc_helix_entries_get_attachment
Download the file stored in an attachment field of an entry. Required: form_name, entry_id, field_name.
list_all_bmc_helix_fields
List the field definitions of an AR form (IDs, names, data types, options). Use it to find exact field names for q, fields and values. Required: form_name.
get_single_bmc_helix_field_by_id
Get the definition of one field of an AR form by field ID. Required: form_name, id.
get_single_bmc_helix_menu_by_id
Get the definition of an AR menu (character menu) by name, e.g. a list of allowed values. Required: id (menu name).
bmc_helix_menus_expand
Expand an AR menu into its current items (resolves search and SQL menus). Required: menu.
Why Truto
Why use Truto’s MCP server for BMC Helix
Other MCP servers give you a static tool list for one app. Truto gives you a managed, multi-tenant MCP infrastructure across 1000+ integrations.
Auto-generated, always up to date
Tools are dynamically generated from curated documentation — not hand-coded. As integrations evolve, tools stay current without manual maintenance.
Fine-grained access control
Scope each MCP server to read-only, write-only, specific methods, or tagged tool groups. Expose only what your AI agent needs — nothing more.
Multi-tenant by design
Each MCP server is scoped to a single connected account with its own credentials. The URL itself is the auth token — no shared secrets, no credential leaking across tenants.
Works with every MCP client
Standard JSON-RPC 2.0 protocol. Paste the URL into Claude, ChatGPT, Cursor, or any MCP-compatible agent framework — tools are discovered automatically.
Built-in auth, rate limits, and error handling
Tool calls execute through Truto’s proxy layer with automatic OAuth refresh, rate-limit handling, and normalized error responses. No raw API plumbing in your agent.
Expiring and auditable servers
Create time-limited MCP servers for contractors or automated workflows. Optional dual-auth requires both the URL and a Truto API token for high-security environments.
Unified APIs
Unified APIs for BMC Helix
Skip writing code for every integration. Use Truto’s category-specific Unified APIs out of the box or customize the mappings with AI.
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
From zero to integrated
Start with BMC Helix in a free sandbox, usually ready within one business day. No boilerplate, no maintenance burden.
Link your customer’s BMC Helix account
Use Truto’s frontend SDK to connect your customer’s BMC Helix account. We handle all OAuth and API key flows — you don’t need to create the OAuth app.
We handle authentication
Don’t spend time refreshing access tokens or figuring out secure storage. We handle it and inject credentials into every API request.
Call our API, we call BMC Helix
Truto’s Proxy API is a 1-to-1 mapping of the BMC Helix API. You call us, we call BMC Helix, and pass the response back in the same cycle.
Unified response format
Every response follows a single format across all integrations. We translate BMC Helix’s pagination into unified cursor-based pagination. Data is always in the result attribute.
FAQs
Common questions about BMC Helix on Truto
Authentication, rate limits, data freshness, and everything else you need to know before you integrate.
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.
BMC Helix
Get BMC Helix integrated into your app
Our team understands what it takes to make a BMC Helix integration successful. A short, crisp 30 minute call with folks who understand the problem.