How to connect BMC Helix ITSM (Remedy) to Binom: incidents, status, known errors, work orders. Available on request.
The BMC Helix ITSM (Remedy) integration with Binom turns requests into incidents and work orders: the AI employee creates an incident, reports its status, creates a work order, and checks known errors. BMC Helix ITSM is available on request in the Binom dashboard: Integrations → More integrations → BMC Helix ITSM.
What Binom can do in BMC Helix ITSM
Binom here refers to your AI employee. After you connect BMC Helix ITSM, it calls the service's actions when the conversation needs that data. You decide which actions it can use. In the dashboard, each action is labeled: read (Binom only views data), write, or delete (Binom changes or deletes data in BMC Helix ITSM).
| Section | What Binom can view | What Binom can change |
|---|---|---|
| Incidents | Incidents | Create and update |
| Work orders and tasks | Work orders, tasks | Create and update |
| Known errors | Known errors, problems | Create and update |
| Changes | Change requests | Create and update |
| Directories | People, support groups, companies | Create and update |
Can the chatbot create an incident in BMC Helix?
Yes. Binom creates an incident ("Create Incident") and later reports its status ("Get Incident").
Known error instead of a new incident
Binom checks known errors ("List Known Errors") and immediately suggests a workaround if the problem is already documented.
Work order
If work is needed rather than a repair, Binom creates a work order ("Create Work Order").
What access you will need
Connection method: login and password for a service account. You will need a BMC Helix service account. Details for each method are shown in the "Authentication" block on the BMC Helix ITSM page in the dashboard.
How to get the BMC Helix ITSM integration
BMC Helix ITSM is connected on request: first, the Binom team sets up the integration for your account. The general catalog rules are described in the instructions how to connect a service from "More integrations".
- Open Integrations → More integrations, enter "BMC Helix ITSM" in the "Search integrations" field, and open the BMC Helix ITSM card.
- On the "BMC Helix ITSM integration for assistant" page, you will see the message "Integration is available on request. Request it now, and we will set it up for you as a priority." Here, the assistant is your Binom. The "Authentication" block shows what access you will need, and the "Actions" list shows everything Binom can do in BMC Helix ITSM.
- Click "Request integration". The message "Request sent. You will be notified when the integration is available." appears, and the button changes to "Requested".
- A Binom setup specialist will contact you. When the integration is ready, a "Connect" button will appear on the BMC Helix ITSM page.
- Click "Connect," complete the steps in the "Connect BMC Helix ITSM" window, and click "Done." After "Connecting…", the status will change to "Connected". If the message "Confirmation has not arrived yet. The connection may still complete. Check again in a minute." appears, click "Check again".
How to choose what Binom can do in BMC Helix ITSM
A connected integration does nothing until you allow actions. The dashboard states this clearly: "Select the actions the assistant may call. Until you select something, it cannot use any of them."
- On the BMC Helix ITSM page, tick the actions you need in the "Actions" list. The "Filter by actions" field helps you find them by name. The counter shows how many are selected.
- Check the "Ask before changing data" toggle. It is on by default: before any action that writes or deletes records, Binom will describe what it is about to do and wait for your reply.
- Click "Save". The message "Allowed actions saved" confirms the changes.
To get started, "List Known Errors", "Create Incident", "Get Incident" and "Create Work Order" are enough. Add actions that edit and delete records when you are ready to let Binom make changes in BMC Helix ITSM.
How to check that the integration works
- Start a new conversation with your Binom, for example through a public chat link, and describe a test problem. Then check the incident in BMC Helix.
Possible issues
Binom does not use BMC Helix ITSM data in its answers
What to check: that the BMC Helix ITSM status is "Connected" and the required actions are ticked (for example "Create Incident").
What to do: tick the actions and click "Save".
How to tell it is fixed: the message "Allowed actions saved" appears, and in a new conversation Binom answers using BMC Helix ITSM data.
"Could not save the request. Please try again."
What to do: click "Request integration" again. If the message keeps appearing, write to support@binomai.com with the name of your Binom and the integration (BMC Helix ITSM).
How to tell it is fixed: the button shows "Requested".
"Integration is temporarily unavailable – your request has been saved."
Nothing else is needed: the request is saved, and you will receive a notification when BMC Helix ITSM can be connected.
"Reconnection required"
What this means: "The service no longer accepts stored credentials, so the assistant does not use them."
What to do: open the BMC Helix ITSM page under More integrations, click "Reconnect" and go through the connection window again.
How to tell it is fixed: the status shows "Connected".
"Could not start the connection. Please try again."
What to do: click "Connect" again. If the message keeps appearing, write to support@binomai.com with the name of your Binom, the integration (BMC Helix ITSM) and a screenshot of the message.
How to tell it is fixed: the "Connect BMC Helix ITSM" window opens.
"On a paid plan" instead of the connect button
The page will show "Available on a paid plan. Tell us what you need, and we will let you know when it launches." For what each plan includes, see the plans and subscription pricing page, and for how to change your plan, see the guide how to change or upgrade your plan. After changing your plan, return to More integrations and open BMC Helix ITSM again.
"You do not have permission to manage this section."
What this means: only users with the Owner or Admin access level can manage integrations.
What to do: ask the account owner to give you the Admin access level or to connect BMC Helix ITSM yourself. More details: access levels in a team.
How to tell it's resolved: after you refresh the page, the integration settings open.
If the problem persists, write to support@binomai.com or, in the chat with Binom Tutor, type "I want to talk to a person". Include the name of the Binom, the integration, and attach a screenshot of the message.
How to disconnect BMC Helix ITSM
On the BMC Helix ITSM page, click "Disconnect". The "Disconnect BMC Helix ITSM?" window will show a warning: "The assistant will lose access to the service. To restore it, you will need to reconnect the integration and enter the credentials again." Confirm, and the message "Integration disconnected" will appear.
Other common questions
Do I need a developer to integrate BMC Helix ITSM?
No. You request BMC Helix ITSM in the Integrations → More integrations section, the Binom team sets up the integration, and then you connect the account yourself and choose the actions.
What's next
Updated October 21, 2026
