Trying integrate JSM on-call with BMC Helix via APIs, not working

Question

Hi team,

We are trying integrate JSM on-call with BMC Helix via APIs.

We have added APIs to JSM-On call from Operations > Team > Integration > Add Integration > API.

While testing the integration we got this error :

{"rx-16c817a1-d6f4-46e7-965f-caac8b888787":{"errorMessage":"[ERROR (5004): Web API execution error:; Status : 400, Reason : Bad Request, Response :

ERROR: The request could not be satisfied

400 ERROR
The request could not be satisfied.

Bad request.
We can't connect to the server for this app or website at this time. There might be too much traffic or a configuration error. Try again later, or contact the app or website owner.

If you provide content to customers through CloudFront, you can find steps to troubleshoot and help prevent this error by reviewing the CloudFront documentation.

Generated by cloudfront (CloudFront)
Request ID: BZb9J0sqNrBCsNhVSNwHcNQOfLmjJlKYGXUhFVuGE_OUR36F2JocQQ==

]","exceptionClass":"com.bmc.arsys.server.rx.services.RxFrameworkException","errorNumber":5004}}

Can anyone point us to what is causing this issue??

Dr_ Ankita Mehta-OpsHub_ Inc · Answer

Hi @Harshveer Kaur

That CloudFront 400 error usually points to a request formatting or endpoint issue rather than JSM On-Call itself as pointed out by Marc above.

Here are a few things to check:

* Verify endpoint URL and authentication headers (token format, content-type).
* Confirm BMC Helix API expects specific payload structure or encoding.
* Validate IP allowlisting or network security restrictions.
* Test the API independently (Postman/cURL) before calling from JSM.

If you are considering 3rd party integration platform for your use case, you may explore OpsHub Integration Manager (OIM), an Atlassian Solutions Partner. It’s a no-code, plugin-free integration platform that handles bi-directional sync and manages payload formatting automatically. It preserves comments, attachments, and status updates without custom scripting.

All the best!

Marc -Devoteam- · Answer

Hi @Harshveer Kaur

Googling this exception results in loads of articles on BMC KB and references to reach out to BMC support.

So this seems to be related to the BMC side and not within JSM operations.