File transfer process - Documentation for BMC Helix Subscriber Information

File transfer workflow

To facilitate data in and out of your environments, customers are provided distinct and separate accounts for each destination environment (for example, production, QA, and development) on the BMC-hosted SFTP servers. Within each account are separate directories for inbound and outbound transfers. For inbound transfers, customers should upload data to the ToOnDemand directory. Likewise, for outbound transfers, customers can download data from the FromOnDemand directory. When configuring your data transfer, use the following directory paths:

Receiving data into BMC Helix ITSM: /opt/bmc/ars/data/ToOnDemand

Sending data from BMC Helix ITSM: /opt/bmc/ars/data/FromOnDemand

Important

Connectivity to external cloud and on-premises infrastructure is prohibited on BMC Helix applications.

Roles & Responsibilities

The design and development of the transfer job is the sole responsibility of the customer. If development assistance is needed, you may consult with BMC Global Services or a trusted partner.

Incoming data loading process

In order to deliver data to the BMC cloud for import into a BMC Helix environment, the file transfer service should be utilized by first uploading the desired data to the designated environment's FTP account using the specific environment account information provided. Once logged in to the FTP server, files should be placed in the ToOnDemand directory. From this location, the data is available for consumption by any import process within the application. To import files from the FTP server into the BMC Helix container, add the following step at the beginning of the Pentaho job definition:

get a file with FTP

Outgoing information delivery process

For information received from a BMC Helix environment, the reverse process is very similar. Depending on your use case, the application should be configured to write data directly to the specific environment FTP account for the file transfer service. Outgoing data should be placed into the FromOnDemand directory. From this location and path, customers can download their data as needed.

To export files from the BMC Helix container, add the following step to the Pentaho job definition:

put a file with FTP

File retention

Files will remain in the FromOnDemand and ToOnDemand directories for no more than seven days. If you have implemented a move process that transfers the file from the ToOnDemand directory to a cloud server, the file will no longer be present upon job execution. Conversely, if you have downloaded a file from the FromOnDemand directory to your local machine, the file will no longer be present once that download is complete.

Temporary FTP sites provided to customers during Helix onboarding and on-prem to Helix migration projects may retain files for a longer period of time, defined by the customer, partner or Professional Services team upon request. Once the onboarding or migration project is complete, the respective temporary FTP sites will be cleared.

Supported file transfer standards

BMC supports a variety of protocols to allow maximum flexibility for customer connections utilizing the file transfer service. Both encrypted and unencrypted connections and transfers are supported, however encryption is strongly recommended. For transfers using the FTP protocol, plain FTP and FTPS using Explicit SSL are both supported using passive mode only. File transfers using SFTP are also supported. User/password authentication for all protocols as well as key authentication for SFTP are supported. Port requirements are listed below.

Important

Systems hosted in an AWS location support SFTP only.