Jitterbit: How to perform Helix ITSM-Merge Activity operation in Jitterbit

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    BMC Helix Integration Platform


    COMPONENT:

    Integration Service


    APPLIES TO:

    Jitterbit: Helix ITSM-Merge activity



    QUESTION:

    How to perform Helix ITSM-Merge Activity operation in Jitterbit? Can a join be used for merge operation?


    ANSWER:

    Join form should not be used for merge activity operation.

    For ex:

    HPD: IncidentInterface is a join form. If you use Remedy import tool and try to perform a merge entry operation in the HPD: IncidentInterface form then it won't update it.
    You can also try to perform merge operation on HPD: IncidentInterface from POSTMAN client and you will see return code 204.
     
    You need to use regular forms like HPD: Help Desk form, WOI: Work Order, PBM:Problem Investigation, PBM:Known Error etc..  to perform a merge operations.

    For ex: HPD: Help Desk form is a regular form. If you use Remedy import tool and try to perform a merge entry operation in the HPD: Help Desk form then it will update it.
    You can also try to perform merge operation for HPD: Help Desk form  from POSTMAN client and you will see return code 201

    Note: No body content, but returns HTTP status code 201 with the Location header set to the URL of the new instance resource.

    Refer BMC Doc: https://docs.bmc.com/docs/ars1902/merging-an-entry-using-rest-api-847208972.html

    Below is one sample payload for POSTMAN client:

    {
        
            "values" : 
            {
                 "Description": "Jai update11"
        },
        "mergeOptions" : {
            "ignorePatterns" : false,
            "ignoreRequired" : true,
            "workflowEnabled" : true,
            "associationsEnabled" : false,
            "mergeType" : "DUP_MERGE",
            "multimatchOption" : 0
        },
        "qualification" : "'1' = \"INC000000000112\""



    Below is an example in Jitterbit:

    1. Add Helix ITSM Merge and a Transformation in a Project.

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    2. Double click on Merge.
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    3. Double click on New Transformation and map the fields like below.
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    Entry_ID is the field ‘1’ of incident number.
    To get the Entry_ID, go to HPD: HPD: Help Desk form and open an already created Incident.

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    Now, open the HPD: IncidentInterface form and search with Incident#


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    4. Once all the above fields are mapped then click on "Return to workflow" at top-right.
    5. Click in the Deploy and Run
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    Article Number:

    000373058


    Article Type:

    FAQ/Procedural



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