OnPage – BMC Helix ITSM Integration

Integration Overview
BMC Helix ITSM helps enterprise teams manage incidents, problems, changes, and service requests across a complex IT environment. But even the most powerful ticketing system can’t guarantee action—especially when alerts get lost in inboxes or stuck in queues.

With OnPage, every critical Helix ITSM incident becomes a mobile-first alert that’s impossible to miss. Routed according to your team’s schedules, escalated automatically if unanswered, and delivered with full incident context, OnPage ensures the right person takes action—fast. Whether it’s a major outage, a compliance breach, or a VIP user request, OnPage eliminates response gaps and manual follow-ups from your incident lifecycle.

Integration Benefits

• Trigger OnPage alerts when a new incident is created or escalated in Helix ITSM

• Route alerts to the right on-call responder using OnPage’s scheduling and escalation engine

• Include full incident details in the alert payload, such as priority, CI, location, and summary

• Auto-resolve OnPage alerts when the incident is closed or status is updated in Helix ITSM

• Prevent duplicate notifications by filtering based on status and severity

• Support bi-directional integrations to enable seamless workflow alignment between Helix and OnPage

How It Works

1. Use BMC Helix’s webhook, API, or automation rules to send incident data to OnPage

2. OnPage processes the alert and applies your escalation rules to notify the correct responder

3. Alerts are sent as persistent push, SMS, voice, or email—depending on user preferences

4. If the alert is not acknowledged, OnPage escalates it to the next contact in the escalation path

5. When the incident is resolved in Helix ITSM, OnPage can auto-close the related alert

6. Teams gain full visibility into the alert timeline and response actions from OnPage’s reporting