BMC Helix to xMatters Escalation
Automated xMatters event creation from BMC Helix ITSM incidents so on-call teams are notified immediately with full incident context and no manual escalation step.
When a critical incident is raised in BMC Helix ITSM, the on-call response team in xMatters has no visibility until someone manually triggers a notification or picks up the phone. In the time it takes to find the right contact, relay the incident details and confirm who is responding, the mean time to acknowledge has already grown. This Integration Pack connects BMC Helix ITSM directly to xMatters so every qualifying incident automatically creates a corresponding xMatters event with incident severity, category, type and description included. Acknowledgements, status updates and resolutions sync bidirectionally from that point so both platforms always reflect the current state of the incident without anyone manually bridging the two systems.
Why deploy this use case
Every qualifying BMC Helix ITSM incident automatically creates a matching xMatters event with incident severity, category, type and description - no manual notification step.
Incident priority and category are validated before the xMatters event is triggered so low-priority incidents do not generate unnecessary on-call pages.
Acknowledgements, status updates and resolutions sync bidirectionally between Helix ITSM and xMatters so both systems always reflect the current incident state.
The correct on-call responders in xMatters are notified the moment a qualifying Helix ITSM incident is raised - mean time to acknowledge drops from minutes to seconds.
Every incident escalation, xMatters event creation and acknowledgement is logged in both Helix ITSM and xMatters for a complete audit trail.
On-call teams receive and respond to incidents with full Helix ITSM context in xMatters - no manual platform switching to find severity, category or description.
Questions teams ask
How quickly can we get the BMC Helix to xMatters Escalation Integration Pack running?
Most teams are live the same day. Connect your BMC Helix account, confirm the field mapping and the agent starts running against your own data. There is no infrastructure to provision and nothing to deploy.
Do we need to write any code?
No. The Integration Pack ships with the trigger, the agent logic and the actions already configured. Everything is adjusted from the IntelliPaaS dashboard, so your operations team can own it without waiting on engineering.
How often does data sync?
The agent runs on every qualifying event in BMC Helix, so records land in the target system within moments rather than waiting for an overnight batch. You can also put the Integration Pack on a schedule or trigger a run by hand when that suits your process better.
What happens if a record fails to sync?
Failed runs are retried automatically, and anything still unresolved is held in a review queue with the full error trace attached, so nothing is dropped silently. Your team is alerted and can replay the record once the cause is cleared.
Can we customise the field mapping?
Yes. Every field the Integration Pack maps is editable, and you can layer on your own conditions, filters and transformations without leaving the Integration Pack.