BMC Helix ITSM Management Skill

Manage and analyze BMC Helix incidents, problems, changes, and CMDB.

API Conventions

Authentication

All API calls use JWT token obtained via /api/jwt/login. Token is injected automatically.

Base URL

https://{{server}}/api/arsys/v1

Core Helper Function

#!/bin/bash

bmc_api() {
    local method="$1"
    local endpoint="$2"
    local data="${3:-}"

    if [ -n "$data" ]; then
        curl -s -X "$method" \
            -H "Authorization: AR-JWT $BMC_TOKEN" \
            -H "Content-Type: application/json" \
            "${BMC_HELIX_URL}/api/arsys/v1${endpoint}" \
            -d "$data"
    else
        curl -s -X "$method" \
            -H "Authorization: AR-JWT $BMC_TOKEN" \
            -H "Content-Type: application/json" \
            "${BMC_HELIX_URL}/api/arsys/v1${endpoint}"
    fi
}

Common Operations

Incident Management

#!/bin/bash
echo "=== Open Incidents by Priority ==="
bmc_api GET "/entry/HPD:IncidentInterface?q='Status'<\"Resolved\"&sort=Priority.asc&limit=25&fields=values(Incident Number,Description,Priority,Status,Assignee)" \
    | jq -r '.entries[] | .values | "\(.["Incident Number"])\t\(.Priority)\t\(.Status)\t\(.Description[0:60])"' \
    | column -t

echo ""
echo "=== Critical Incidents ==="
bmc_api GET "/entry/HPD:IncidentInterface?q='Priority'=\"Critical\" AND 'Status'<\"Resolved\"&limit=10" \
    | jq -r '.entries[] | .values | "\(.["Incident Number"])\t\(.Status)\t\(.Description[0:60])"' \
    | column -t

Problem Management

#!/bin/bash
echo "=== Open Problems ==="
bmc_api GET "/entry/PBM:ProblemInterface?q='Status'<\"Closed\"&sort=Priority.asc&limit=20&fields=values(Problem Investigation ID,Description,Priority,Status,Assignee)" \
    | jq -r '.entries[] | .values | "\(.["Problem Investigation ID"])\t\(.Priority)\t\(.Status)\t\(.Description[0:50])"' \
    | column -t

echo ""
echo "=== Known Errors ==="
bmc_api GET "/entry/PBM:KnownErrorInterface?q='Status'=\"Known Error\"&limit=15" \
    | jq -r '.entries[] | .values | "\(.["Known Error ID"])\t\(.Description[0:60])"' \
    | column -t

Change Management

#!/bin/bash
echo "=== Pending Change Requests ==="
bmc_api GET "/entry/CHG:ChangeInterface?q='Change Request Status'<\"Completed\"&sort=Risk Level.desc&limit=20" \
    | jq -r '.entries[] | .values | "\(.["Infrastructure Change Id"])\t\(.["Risk Level"])\t\(.["Change Request Status"])\t\(.Description[0:50])"' \
    | column -t

echo ""
echo "=== Scheduled Changes (next 7 days) ==="
bmc_api GET "/entry/CHG:ChangeInterface?q='Change Request Status'=\"Scheduled\" AND 'Scheduled Start Date'>=\"$(date -u +%Y-%m-%dT%H:%M:%SZ)\"&limit=15" \
    | jq -r '.entries[] | .values | "\(.["Infrastructure Change Id"])\t\(.["Scheduled Start Date"])\t\(.Description[0:50])"' \
    | column -t

CMDB Operations

#!/bin/bash
echo "=== Configuration Items ==="
bmc_api GET "/entry/BMC.CORE:BMC_BaseElement?q='DatasetId'=\"BMC.ASSET\"&limit=25&fields=values(Name,ClassId,Category,Item,MarkAsDeleted)" \
    | jq -r '.entries[] | .values | "\(.Name)\t\(.ClassId)\t\(.Category)\t\(.Item)"' \
    | column -t

echo ""
echo "=== CI Relationships ==="
CI_ID="${1:?CI ReconciliationIdentity required}"
bmc_api GET "/entry/BMC.CORE:BMC_BaseRelationship?q='Source.ReconciliationIdentity'=\"${CI_ID}\" OR 'Destination.ReconciliationIdentity'=\"${CI_ID}\"&limit=20" \
    | jq -r '.entries[] | .values | "\(.Name)\t\(.Source.Name) -> \(.Destination.Name)"' \
    | column -t

Output Format

Present results as a structured report:

Managing Bmc Helix Report
═════════════════════════
Resources discovered: [count]

Resource       Status    Key Metric    Issues
──────────────────────────────────────────────
[name]         [ok/warn] [value]       [findings]

Summary: [total] resources | [ok] healthy | [warn] warnings | [crit] critical
Action Items: [list of prioritized findings]

Target ≤50 lines of output. Use tables for multi-resource comparisons.

Anti-Hallucination Rules

1. NEVER assume resource names — always discover via CLI/API in Phase 1 before referencing in Phase 2.
2. NEVER fabricate metric names or dimensions — verify against the service documentation or --help output.
3. NEVER mix CLI commands between service versions — confirm which version/API you are targeting.
4. ALWAYS use the discovery → verify → analyze chain — every resource referenced must have been discovered first.
5. ALWAYS handle empty results gracefully — an empty response is valid data, not an error to retry.

Counter-Rationalizations

Shortcut	Counter	Why
"I'll skip discovery and check known resources"	Always run Phase 1 discovery first	Resource names change, new resources appear — assumed names cause errors
"The user only asked for a quick check"	Follow the full discovery → analysis flow	Quick checks miss critical issues; structured analysis catches silent failures
"Default configuration is probably fine"	Audit configuration explicitly	Defaults often leave logging, security, and optimization features disabled
"Metrics aren't needed for this"	Always check relevant metrics when available	API/CLI responses show current state; metrics reveal trends and intermittent issues
"I don't have access to that"	Try the command and report the actual error	Assumed permission failures prevent useful investigation; actual errors are informative

Common Pitfalls

• AR-JWT tokens: Tokens expire — handle 401 responses with re-authentication
• Qualification syntax: Uses AR System qualification syntax — strings need double quotes inside single-quoted query
• Form names: Use full form names like HPD:IncidentInterface — case-sensitive
• Field names: Field names are case-sensitive and may contain spaces — always quote with brackets
• Rate limits: Configurable per server — check with your admin
• Pagination: Use offset and limit parameters — default limit varies
• CMDB datasets: Filter by DatasetId to separate asset data from other CI sources