How to integrate JSM [Ops Genie] with BMC Helix via Rest API

[Ashok Murugesan]

Hi Team, Currently we are using JSM as a ITSM tool for our organisation. Currently we are in the process of reviewing to add BMC helix along with JSM. 

While doing so, we are trying to explore options on how to Integrate BMC Helix ITSM tool to use JSM [Ops-genie] On-call using Rest API.

Currently, when we have any P1 or P2 incidents created in JSM, opsgenie On-call is notifying the On-call Engineer via email/ push notification/ mobile call. We would like to extend this option when we raise Incident in BMC helix.

please guide us on how to integrate and enable this option using Rest API or any other option will enable this option.

[Jason U]

Hi Ashok,

That’s a great integration use case — you can definitely connect BMC Helix → Jira Service Management (JSM) + Opsgenie using REST APIs or webhooks.

Since JSM (with Opsgenie On-call) already manages incident notifications, the key step is to trigger JSM or Opsgenie events directly from BMC Helix when an incident is created or updated.

Here’s how you can approach it 👇

✅ Option 1 – Direct REST API Integration (recommended)

You can use the Opsgenie REST API to create incidents or alerts whenever a new ticket is raised in BMC Helix.

Example flow:

In BMC Helix, configure an “Action / Process Definition” that triggers on new incidents.

Add an HTTP POST call to Opsgenie’s API endpoint:

POST https://api.opsgenie.com/v2/alerts

Authorization: GenieKey <Your-Opsgenie-API-Key>

Content-Type: application/json

Example payload:

{

  "message": "P1 Incident from BMC Helix",

  "description": "Incident ID: INC001234 - Network outage detected",

  "priority": "P1",

  "tags": ["BMC", "Helix", "JSM"],

  "details": {

   "source": "BMC Helix",

                 "createdBy": "automation"

  }

}

Once this alert is created, Opsgenie’s On-call schedule will automatically notify the right engineer (email, mobile, or push).

⚙️ Option 2 – Integrate via JSM REST API

If you prefer JSM as the entry point (and want incidents created there), you can use the Jira Cloud REST API:

POST https://your-domain.atlassian.net/rest/api/3/issue

with a payload that includes your service project key, issue type = Incident, and the description from BMC Helix.
Opsgenie will handle escalation automatically based on your Incident Management rules in JSM.

🔄 Option 3 – Use a Middleware (like Zapier, Make, or custom Node.js service)

If your organization wants a scalable approach:

• Create a small integration service that listens for BMC Helix webhook events,
• Parses the payload,
• And calls the Opsgenie or Jira REST API accordingly.

This avoids direct coupling and allows retry/error handling.