Creating BMC Helix ITSM incidents from BMC Helix Operations Management events by using Jitterbit Harmony
This topic is for BMC Internal use only and should not be made available to customers.
BMC Helix iPaaS, powered by Jitterbit provides a pre-built integration template to create incidents in BMC Helix ITSM when BMC Helix Operations Management events are created. To use the integration template with the values defined out of the box, you update the project variables with details of your systems and deploy the integration template.
The template provides the following capabilities:
| Use case | BMC Helix ITSM to BMC Helix Operations Management | BMC Helix Operations Management to BMC Helix ITSM |
|---|---|---|
| Create tickets | Not applicable | Creates a BMC Helix ITSM incident from a new BMC Helix Operations Management event and create an IncidentInfo event in BMC Helix Operations Management. The incident ID in the event is updated with the BMC Helix ITSM incident. |
| Synchronize data updates | Updates the IncidentInfo event from an updated BMC Helix ITSM incident. | Not applicable |
| Synchronize status updates | Closes the IncidentInfo event when a BMC Helix ITSM incident is closed. | Not applicable |
After you deploy the integration template, a BMC Helix ITSM incident is automatically created for an event created in BMC Helix Operations Management. Any updates made to the BMC Helix ITSM incident are reflected in the corresponding BMC Helix Operations Management event.
BMC Helix Operations Management to BMC Helix ITSM data flow
The following image gives an overview of the data flow for creating a BMC Helix ITSM incident from a BMC Helix Operations Management event:
Before you begin
You require the following items to successfully set up and use this integration:
| Required versions |
|
|---|---|
| Authentication and permissions | Authorized access to the BMC Helix ITSM and BMC Helix Operations Management accounts |
| Jitterbit Harmony subscription | A valid
BMC Helix iPaaS
|
| Application registration | An API access key, secret key, and tenant ID for BMC Helix Operations Management to register BMC Helix iPaaS with your BMC Helix Operations Management instance. |
Task 1: To generate the secret key and ID for BMC Helix Operations Management
- Log in to BMC Helix Portal.
- Select User Access > User Management.
- On the API users tab, click Add API User.
- Enter the following details required for the API user:
- API user name
- Description
- Key expiry
- Click Confirm.
Copy the secret key, API access key, and tenant ID values.
Important
You can copy the access key, and secret only when they are generated. After that they are stored in an encrypted format and cannot be copied. If you do not copy the values when they are generated or if you lose them, you must generate a new one.
These values are required to register BMC Helix iPaaS with your BMC Helix Operations Management instance. For more information about generating the tenant ID, access key, and secret, see
Setting up user level API keys
.
Task 2: To download and import the integration template project file
- Download the BHIP 22.1.00 Create ITSM Incident from BMC Helix Operations Management Event.json file to your system.
This file contains the BMC Helix iPaaS Cloud Studio project BHIP 22.1.00 Create ITSM Incident from BMC Helix Operations Management Event.
Important
Your ability to access product pages on the EPD website is determined by the license your company purchased.
As a developer, log in to BMC Helix iPaaS and navigate to the Cloud Studio.
- On the projects page, click Import.
Click Browse and then select the BHIP 22.1.00 Create ITSM Incident from BMC Helix Operations Management Event.json file you downloaded.
The Project Name and Organization fields are automatically populated depending on the values defined.- From the Environment list, select the environment to which you want to import this integration template, and click Import.
The project opens after the integration template is imported. To open the project file at a later time, select the environment where the integration templates are available, select the Create_ITSM_Incident_from_BMC_Helix_Operations_Management_Event_Update project. and click View/Edit.
Task 3: To update the project variables for the integration template
- Next to the Environment name, click ... and select Project Variables.
- Update the following project variables:
Access points and authentication details for BMC Helix Operations Management and BMC Helix iPaaS
Project variable Action BMC Helix ITSM ITSM_Company Enter the company name for which the integration template needs to be run.
This company name is displayed in an incident that is created in BMC Helix ITSM; for example, Apex Global.
ITSM_First_Name Enter the first name of the BMC Helix ITSM customer. ITSM_Last_Name Enter the last name of the BMC Helix ITSM customer. ITSM_Url Enter the rest API URL of the BMC Helix ITSM instance that you are using. ITSM_User Enter the username to access the BMC Helix ITSM instance. ITSM_User_Password Enter the password of the username provided earlier. BMC Helix Operations Management hom_server_url Enter the host URL for your instance of BMC Helix Operation Management. hom_access_key Enter the access key of the API user created in Task 1. hom_secret_key Enter the secret key of the API user created in Task 1. hom_tenant_id Enter the tenant ID of the API user created in Task 1. hom_webhook_name Enter the name of the API Webhook for BMC Helix Operations Management. BMC Helix iPaaS
BHIP_Url Enter the URL to access BMC BMC Helix iPaaS.
BHIP_User Enter the user ID to access BMC Helix iPaaS.
BHIP_User_Password Enter the password of the user to access BMC Helix iPaaS.
Webhook API variables
Project variables Action BHIP_Integration_API_Name_HOM Enter a suffix to be added to the name of the Webhook API that is created in BMC Helix iPaaS to handle requests from BMC Helix ITSM and BMC Helix Operations Management.
By default, this value is set to HOMTOITSMWEBHOOK.
BHIP_API_Security_Profile_BASIC_Auth_Username_ITSM Enter the username that has access to BMC Helix ITSM. BHIP_API_Security_Profile_BASIC_Auth_Password_ITSM Enter the password for the provided username to authenticate access to BMC Helix ITSM. BHIP_API_TimeOut Enter the value in seconds for an API timeout.
The minimum value must range between 30-180. By default, the value is set to 55.
BHIP_API_User_Roles Enter comma-separated values of the user roles assigned for the BMC Helix iPaaS API.
Only a user with these roles can access the APIs. Leave this value blank to restrict access only to administrators.
BHIP_Hom_Webhook_Action Enter the actions to create or update a Webhook in BMC Helix Operations Management.
The following values are valid:
- CREATE
- UPDATE
BHIP_Integration_API_Name_HOM Enter the name for the Webhook API that is created in the BMC Helix iPaaS API Manager for BMC Helix Operations Management. By default, this value is set to HOMTOITSMWEBHOOK.
BHIP_Integration_API_Name_ITSM Enter the name for the Webhook API that is created in the BMC Helix iPaaS API Manager for BMC Helix ITSM. By default, this value is set to ITSMTOHOMWEBHOOK.
BHIP_Integration_API_Response_Type_HOM Enter the REST API response type used by the Webhook API to handle requests from BMC Helix Operations Management. This value is added in the BMC Helix iPaaS Jitterbit API.The following values are valid:
- VARIABLE (Default)
- FINAL_TARGET
BHIP_Integration_API_Response_Type_ITSM Enter the REST API response type used by the Webhook API to handle requests from BMC Helix ITSM. This value is added in the BMC Helix iPaaS Jitterbit API.
The following values are valid:
- VARIABLE (Default)
- FINAL_TARGET
BHIP_Integration_API_Security_Profile_ApiKey_Name For security profile type APIKEY, enter the name of the API key to be used for the security profile.
The Jitterbit API and the Webhook API use this APIKEY name for authentication.BHIP_Integration_API_Security_Profile_BASIC_Auth_Username For security profile type BASIC, enter the user name to be used to be used for the security profile.
The Jitterbit API and the Webhook API use this username for authentication.BHIP_Integration_API_Security_Profile_BASIC_Auth_Password For security profile type BASIC, enter the password for the security profile created.
The Jitterbit API and the Webhook API use this password for authentication while.BHIP_Integration_API_Security_Profile_Name_Suffix_HOM Enter the suffix to be added to the name of security profiles created for BMC Helix Operations Management. BHIP_Integration_API_Security_Profile_Name_Suffix_ITSM Enter the suffix to be added to the name of security profiles created for BMC Helix ITSM. BHIP_Integration_API_Security_Profile_Type_HOM Enter a security profile type.
You can set the following values for this variable:
- BASIC
- ANONYMOUS
- APIKEY
The default value is BASIC.
Enter comma separated values to select multiple profile types; for example, APIKEY,BASIC.
A security profile type defines the authentication type to be used by the Webhook API. This value is added in the BMC Helix iPaaS Jitterbit API.
Important:
- For profile types supported by the BMC Helix Operations Management application, the security profiles are automatically created by the integration template when you enable the integration.
- BMC Helix iPaaSdoes not support OAuth authentication for this application.
BHIP_Integration_API_Security_Profile_Type_ITSM Enter a security profile type.
You can set the following values for this variable:
- BASIC
- ANONYMOUS
- APIKEY
The default value is BASIC.
Enter comma separated values to select multiple profile types; for example, APIKEY,BASIC.
A security profile type defines the authentication type to be used by the Webhook API. This value is added in the BMC Helix iPaaS Jitterbit API.
Important:
- For profile types supported by the ITSM application, the security profiles are automatically created by the integration template when you enable the integration.
- BMC Helix iPaaSdoes not support OAuth authentication for this application.
Email notification configurations
Project variable Action BHIP_SMTP_Hostname Enter SMTP host details for email configuration. BHIP_To_Email_Address Enter the email address to which you want to send the notification emails. BHIP_From_Email_Address Enter the email address from which the notification emails must be sent. BHIP_Email_Subject Enter the default subject line for the notification email. BHIP_Email_Enabled To disable email notifications, change the default value to false.
By default, the value is set to true.
BHIP_Email_Summary Enter a summary for the email. BHIP_Email_Data_Error To disable email notifications for errors during data migration, set the value to false.
By default, this value is set to true.
Task 4: To map BMC Helix Operations Management fields or custom fields to BMC Helix ITSM fields
For any mandatory BMC Helix ITSM fields that are not mapped to an existing BMC Helix Operations Management field, or a custom field, you have to add the mapping manually. To add a mapping of a BMC Helix Operations Management field to a BMC Helix ITSM field, complete the following procedure:
- On the Workflows tab, expand the 4.0 Sync BHOM to ITSM operation and select 4.4 Create ITSM Incident.
- Click the Auto Map Response transformation object, and select View/Edit.
- Select the Variables tab and enter BHOM in the search box.
The search displays a list of global variables available for BMC Helix Operations Management.- To map an existing BMC Helix Operations Management field to a BMC Helix ITSM field, drag the BMC Helix Operations Management field and map it to the corresponding BMC Helix ITSM field displayed in the Target frame on the right.
- To map a custom field to the BMC Helix ITSM field, hover on the BMC Helix ITSM field displayed in the Target frame on the right, and click the + icon, and select one of the following options:
- Custom value: Add the value of the custom field
- Script: Add the JSON script to add the field mapping.
Click Return to Workflow
. Important
If the integration template is already deployed, you must deploy it again after you make changes to the mappings.
To deploy the integration, on the project page, click
select Deploy.
Task 5: To deploy and enable the project
To deploy the project and then enable the integration:
- To deploy the project, next to the project name, click the ellipsis ..., and select Deploy Project.
- To enable the integration, next to the Enable Integrations workflow, click the ellipsis ... for the Enable Integration operation, and select Run.
The following image shows the steps to deploy the project and enable it by running the operation:
(Optional) Task 6: To update the default trigger conditions for the Create ITSM Incident from BMC Helix Operations Management Event project
By default, the template is configured to create a BMC Helix ITSM incident for all critical events of any Event class type created in BMC Helix Operations Management. When you deploy the integration template, BMC Helix iPaaS creates a notification event policy in the BMC Helix Operations Management Event Policies section.
To change the events for which you want to create corresponding BMC Helix ITSM incidents, update the selection criteria in the Predefined Policy for Incident notification event policy.
For more information about event policies and defining the criteria, see
Configuring event policies
.
Workflows included in the integration template
The following workflows are defined as a part of the integration template. Refer to the following details for an overview of the tasks defined in the workflow operations and configurations defined within each workflow.
Enable Integration
This workflow defines the operations to control the sync between BMC Helix Operations Management and BMC Helix ITSM. The following operations are included in this workflow:
| Operation name | Actions performed |
|---|---|
| Enable integration | Creates all the required webhooks for the template and enables the integration |
| Create single API in Jitterbit | Creates an API in BMC Helix iPaaS after enabling the integration |
| Login into Jitterbit | Logs in to Jitterbit by using the credentials provided in the project variables |
| Check Custom API and Security Profiles exist | Checks if the Custom API and security profiles exist |
| Publish Custom API | Publishes the custom APIs to BMC Helix iPaaS |
| Create Security Profiles and Custom API | Creates security profiles and Rest APIs in BMC Helix iPaaS |
| Delete API and Security Profile if needed | Deletes existing APIs or security profiles, if required. |
| Failure Notification | Sends an email notification if the Webhook API configuration is not added to BMC Helix Operations Management. |
HOM Webhook
This workflow defines the Create HOM Webhook operation required to generate the Webhook API for BMC Helix Operations Management.
| Operation name | Actions performed |
|---|---|
| Validate HTTP Status Code | Validates the Webhook operations |
| Parse JSON | Validates the Webhook operations |
| HOM Webhook Operations | Initiates the Webhook operations based on the operations performed |
| HOM Register Webhook | Registers a webhook in BMC Helix Operations Management. |
| HOM Get Webhooks | Gets the BMC Helix Operations Management Webhook |
| HOM Delete Webhook | If a Webhook with the same name is provided in the hom_webhook_name project variable, deletes that Webhook |
| HOM Get Refresh Token | Generates a token for the access key, secret key, and tenant ID and passes it to the HOM Get JWT operation |
| HOM Get JWT Token | Generates a JSON web token (JWT) token based on the refreshed token received from HOM Get Refresh Token |
| HOM Get API Key | Gets the BMC Helix Operations Management API Key required to execute Webhook |
Sync BHOM to ITSM
This workflow creates the BMC Helix ITSM incident when a BMC Helix Operations Management event is created. The following operations are included in this workflow:
Important
Incident ID created in BMC Helix ITSM is populated in the Incident ID field on the Others tab of the BMC Helix Operations Management event.
| Operation name | Actions performed |
|---|---|
| Initialization and Driver Script HOM | Enables all the API entry points by using the details provided in the project variables |
| BHOM Driver | Decides if it needs to create an incident or update an incident |
| Query Incidents by Vendor Ticket ID | Gets the BMC Helix ITSM incidents corresponding to the events based on the event ID |
| Query Worklogs | Gets the BMC Helix ITSM incident worklog corresponding to the events |
| Create ITSM Incident | Creates a BMC Helix ITSM incident corresponding to the BMC Helix Operations Management event |
| Update Incident Number in HOM | Updates the BMC Helix Operations Management event with the BMC Helix ITSM incident URL and number |
| Add Worknotes to ITSM Incident | Adds worknotes to a BMC Helix ITSM incident corresponding to an event |
Failure Email | Sends an email notification if incident creation or update fails |
| HOM Callback Response | Returns the BMC Helix ITSM incident ID and the status of an operation to BMC Helix Operations Management |
| BHOM ITSM Mapping | Maps the fields in BMC Helix Operations Management with BMC Helix ITSM fields |
| Update Incident | Updates the BMC Helix ITSM incident |
| Create Incident Info Event | Creates an Incidentinfo event in BMC Helix Operations Management corresponding to the BMC Helix ITSM incident with its details |
Sync ITSM to BHOM
This workflow updates the BMC Helix Operations Management event with the BMC Helix ITSM incident ID. The following operations are included in this workflow:
| Operation name | Actions performed |
|---|---|
Initialization and Driver Script HOM | Enables all the API entry points by using the details provided in the project variables |
| Update incident status in HOM | Uses the update event activity to get details of the BMC Helix Operations Management event and update the BMC Helix ITSM incident status in BMC Helix Operations Management |
| Get event details | Gets the BMC Helix Operations Management event details to synchronize the incident updates. |
failure notification itsm | Sends an email notification if the update event fails |
| HOM Generate JWT | Generates the JSON Web Token of the BMC Helix Operations Management user |
| Add Notes | Adds the notes updated in the BMC Helix ITSM incident to the BMC Helix Operations Management event |
| Query Worklog for Incident ID | Gets the BMC Helix ITSM incident ID based on incident worklogs |
| Query Incident with Incident Number | Gets a BMC Helix ITSM incident based on an incident number |
| Query Incident with Request ID | Gets a BMC Helix ITSM incident based on a request ID |
| ITSM BHOM Mapping | Maps the BMC Helix ITSM and BMC Helix Operations Management fields |
| Update Incident Info Event | Updates the Incidentinfo event with the BMC Helix ITSM incident details |
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