BMC Helix to xMatters Escalation

BMC Helix ITSM <-> xMatters

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.

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Why Deploy This Use Case

Use Case Highlights

Automatic event creation

Every qualifying BMC Helix ITSM incident automatically creates a matching xMatters event with incident severity, category, type and description - no manual notification step.

Priority-based filtering

Incident priority and category are validated before the xMatters event is triggered so low-priority incidents do not generate unnecessary on-call pages.

Bidirectional status sync

Acknowledgements, status updates and resolutions sync bidirectionally between Helix ITSM and xMatters so both systems always reflect the current incident state.

Instant on-call notification

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.

Full escalation audit trail

Every incident escalation, xMatters event creation and acknowledgement is logged in both Helix ITSM and xMatters for a complete audit trail.

Complete context on notification

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.