Creating Jira issues from BMC Helix Digital Workplace requests by using Jitterbit Harmony

BMC Helix iPaaS, powered by Jitterbit provides a pre-built integration template to create Jira issues for BMC Helix Digital Workplace service requests. 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 integration template leverages the Web API available for BMC Helix Digital Workplace to simplify the integration.

Use caseBMC Helix Digital Workplace to JiraJira to BMC Helix Digital Workplace 
Create tickets

Creates a Jira issue from a BMC Helix Digital Workplace service request

NA
Synchronize updatesNA

Closes a BMC Helix Digital Workplace service request when a Jira issue is resolved

Synchronize attachmentsSynchronizes attachments from a BMC Helix Digital Workplace service request with a Jira issueNA
Synchronize commentsSynchronizes comments from a BMC Helix Digital Workplace service request with a Jira issueSynchronizes comments from a Jira issue with a BMC Helix Digital Workplace service request

BMC Helix Digital Workplace to Jira data flows

The following image gives an overview of the data flow for creating a Jira issue from a BMC Helix Digital Workplace service request:


The following image gives an overview of the data flow for synchronizing comments and attachments from a BMC Helix Digital Workplace service request with a Jira issue:


Jira to BMC Helix Digital Workplace data flow

The following image gives an overview of the data flow for synchronizing comments from a Jira issue with a BMC Helix Digital Workplace service request:


Before you begin

You require the following items to successfully set up and use this integration: 

Required versions
  • BMC Helix Digital Workplace version 21.02
  • BMC Helix Innovation Studio version 21.02
  • Atlassian Jira version 8.13. x 
Authentication and permissions
  • Administrator access to BMC Helix Platform to have access to create workflows
  • A BMC Digital Workplace Advanced license with Admin access to the BMC Digital Workplace Catalog 
  • A valid Atlassian Jira Software subscription
Jitterbit Harmony subscription

A valid  BMC Helix iPaaS  subscription

Limitations

The following limitations apply for this integration template:

    • Formatted text in Jira comments will be converted to plain text in BMC Digital Workplace.
    • If the BMC Digital Workplace user does not have an account in Jira, the Reporter variable should be mapped to the Automatic or Unassigned user.
    • The JIRA_Reference_Field_To_DWP correlation field in Jira can be a string type field.

Task 1: To download and import the integration template project file

  1. Download the Create Jira Issue from DWP Request Update 2022-07-01 file.
    This file contains the BMC Helix iPaaS Cloud Studio project Create Jira Issue from BMC Helix DWP Request

    Important

    Your ability to access product pages on the EPD website is determined by the license your company purchased. 


  2. As a developer, log in to BMC Helix iPaaS and navigate to the Cloud Studio.

  3. On the projects page, click Import.
  4. Click Browse and then select the Create Jira Issue from DWP Request Update 2022-07-01 file you downloaded. 
    The Project Name and Organization are automatically populated depending on the values defined. 
  5. 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 Jira Issue from BMC Helix DWP Request project and click View/Edit

Task 2: To update the project variables for the integration 

  1. Next to the Environment name, click the ellipsis ... and select Project Variables.
  2. Update the required project variables. 
    You must update the following project variables:
    • Access points and authentication details for BMC Digital Workplace, Jira, and BMC Helix iPaaS applications

      Project variableAction
      BMC Helix Digital Workplace
      DWP_Service_Name

      Enter the name of the BMC Helix Digital Workplace service for which JIRA tickets should be created. Enter comma separated values for multiple BMC Helix Digital Workplace services.

      Important: The DWP_Service_Name, JIRA_Project_Name, and JIRA_Issue_Type variables together define the BMC Helix Digital Workplace service for which the JIRA issue must be created. These values define the BMC Helix Digital Workplace service for which a Jira issue of the selected type is created in the defined project name. The comma separated values in these variables are associated. For example, if you defined the following values:

      • DWP_Service_Name — service1, service2, service3
      • JIRA_Project_Name — project1, project2, project3
      • JIRA_Issue_Type — bug, issue, issue

      For service 2, a JIRA issue is created in the project1.

      DWP_Process_Exist

      Define if the WebAPI, Process, Document, and Rules for the integrations are created in BMC Helix Innovation Studio.

      Valid values include:

      • True— The Web API, process, document, and rules in BMC Helix Innovation Studio already exist
      • False—Create the Web API, process, and rules in BMC Helix Innovation Studio
      DWP_WEBAPI_Prefix

      Enter the prefix to be added to the WebAPI, Process, Document, and Rules created for BMC Helix Digital Workplace.

      Jira

      JIRA_HostEnter the URL of the JIRA instance in the format [http/https]://hostName:Port.
      JIRA_UserNameEnter the user ID of a user with access to create issues in Jira.

      JIRA_API_Token

      Enter the authentication token for the Jira server.
      JIRA_Reference_Field_To_DWPEnter the name of a valid Jira field to store the reference values of the BMC Helix Digital Workplace service request. Only Text type fields are supported.
      JIRA_Project_Name

      Enter the name of the JIRA project for which the issues must be created. Enter comma separated values for multiple projects.

      Important: The DWP_Service_Name, JIRA_Project_Name, and JIRA_Issue_Type variables together define the BMC Helix Digital Workplace service for which the JIRA issue must be created. These values define the BMC Helix Digital Workplace service for which a Jira issue of the selected type is created in the defined project name. The comma separated values in these variables are associated; for example, if you defined the following values:

      • DWP_Service_Name — service1, service2, service3
      • JIRA_Project_Name — project1, project2, project3
      • JIRA_Issue_Type — bug, issue, issue

      For service 2, a JIRA issue is created in the project1.

      JIRA_Issue_Type

      Enter the type of the JIRA issue to be created; for example, BUG, Story, Issue. Enter comma separated values for multiple issues.

      Important: The DWP_Service_Name, JIRA_Project_Name, and JIRA_Issue_Type variables together define the BMC Helix Digital Workplace service for which the JIRA issue must be created. These values define the BMC Helix Digital Workplace service for which a Jira issue of the selected type is created in the defined project name. The comma separated values in these variables are associated; for example, if you defined the following values:

      • DWP_Service_Name — service1, service2, service3
      • JIRA_Project_Name — project1, project2, project3
      • JIRA_Issue_Type — bug, issue, issue

      For service 2, a JIRA issue is created in the project1.

      BMC Helix iPaaS

      BHIP_URL

      Enter the URL to access 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.

      BHIP_API_NameEnter the API Name for usage with workflow Publish Jira comment to BMC Helix Digital Workplace service request.
      BHIP_API_Security_Profile_BASIC_Auth_Username

      For the BASIC security profile type, enter the user name to be used to create the API Profile.

      BHIP_API_Security_Profile_BASIC_Auth_Password

      For the BASIC security profile type, enter the password for the security profile created.

      This password is used for authentication by the Jitterbit API and the Webhook API.

      BHIP_API_Security_Profile_ApiKey_Name

      Enter the name for the APIKEY to be used when creating the API Profile of type APIKEY.

      API Key value is generated automatically during one-time setup script execution.

      BHIP_API_Security_Profile_Types

      Enter a security profile type; for example, APIKEY.

      Valid values include:
      • BASIC (Default)
      • ANONYMOUS
      • APIKEY

      Enter comma-separated values to select multiple security profile types (APIKEY,BASIC).

      Important:

      • For profile types supported by the source application, the security profiles are automatically created by the integration template when you enable the integration. 
      • BMC Helix iPaaS does not support OAuth authentication for this application.
      BHIP_API_User_Roles

      Enter the BMC Helix iPaaS user roles that must be assigned to the JIRA API. Enter comma separated values to assign multiple roles; for example, Admin, User.

      BHIP_API_TimeOut

      Enter a value, in seconds, for an API timeout. The minimum value must range between 30 and 180. By default, the value is set to 90.

      BHIP_API_Security_Profile_Name_Suffix
      Enter a suffix to be added to the Jira to BMC Helix Digital Workplace security profile name.
    • Email notification configurations

      Project variableAction
      BHIP_SMTP_HOSTNAMEEnter SMTP host details for emails configuration.
      BHIP_To_Email_AddressEnter the email address to which notification emails must be sent.
      BHIP_From_Email_AddressEnter the email address from which the notification emails should be sent.
      BHIP_Email_Enabled

      Define if notification emails should be sent.

      By default, the value is set to true. To disable email notifications, set the value to false.

      BHIP_Email_Summary

      Define if notification emails with a summary log should be sent if workflow is successful.

      By default, this value is set to true. To disable email notifications for successful operations, set the value to false.

      BHIP_Email_Data_Error

      Define if emails should be sent if an error occurs in the data migration.

      By default, the value is set to true. To disable email notifications for errors, set the value to false.

(Optional) Task 3: To review and update out of the box field mappings

  1. Open the Create Jira Issue from BMC Helix DWP Request project.
  2. Select the Components tab and select Field Mappings operation.
  3. Select the appropriate mapping, click... and select View/Edit.
    • Dwp - Jira Mapping to edit the mapping of BMC Helix Digital Workplace fields to Jira fields.
    • Jira - DWP Mapping to edit the mapping of Jira fields to BMC Helix Digital Workplace fields.
  4. For each service, you must map the fields in BMC Digital Workplace to the fields in Jira.

    Important

    The Jira Project and Issue Type values can be specified in the workflow for individual BMC Digital Workplace service requests and will override the mapping configuration.

    For the question response field mappings, add questions to the question name.

    The following image is a sample of the field mapping between BMC Helix Digital Workplace and Jira.

    <javascript>
    
    var $dwpToJiraMapping = {
    
        "Cloud Services": {
           "Reporter": {
                "dwpfield": "reporter"
            },
            "Priority": {
                "dwpfield": "Priority",
                "mapping": {
                    "Medium": "P2",
                    "High": "P1",
                    "Low": "P3",
                },
                "default": "P4"
            },
            "Summary": {
                "dwpfield": "State your Request",
               
            },
            "CustomSL":{
            	"dwpfield":"Physical Hardware Required",
            },
            "Labels": {
                "default": []
            }
        },
        "Default": {
            "Project": {
                "dwpfield": "project"
            },
            "Reporter": {
                "default": "Allen Allbrook"
            },
            "Issue Type": {
                "dwpfield": "issueType"
            },
            "Summary": {
                "default": "New Request created in DWP"
            },
            "Priority": {
                "default": "P3"
            }
        }
    };
    </javascript>

    The following image is a sample of the field mapping from Jira to BMC Helix Digital Workplace

    <javascript>
    
    var $jiraToDwpMapping= {
    												"Software Installation":{
                         			"Reference Field 1":{
                            			"jirafield": "Severity"
                            		},
                                
                                "Reference Field 2":{
                            			"jirafield": "Assignee"
                            		}
                         	},
    										
                         "Cloud Service":{
                         		"Reference Field 1":{
                            		"jirafield": "test710delete",
                               }
                         } 
                        	
    };
    </javascript>

Task 4: To deploy and enable the integration

Deployment is a one-time activity that initializes the integration configurations. The UI displays a message for the deployment status.

To deploy the project and then enable the integration:

  1. To deploy the project, next to the project name, click the ellipsis ..., and select Deploy Project.
  2. To enable the integration, next to the Enable Integrations workflow, click the ellipsis ..., and select Deploy

The following image shows the steps to deploy the project and enable it by deploying the workflow:

After you enable the integration, a corresponding issue is created in Jira when a service request is created in BMC Helix Digital Workplace. Attachments and comments from the BMC Helix Digital Workplace service request are synced with the Jira issue, and comments added to the Jira issue are synced with the BMC Helix Digital Workplace service request. When the Jira issue is resolved, the corresponding BMC Helix Digital Workplace service request is closed.

Workflows included in the integration template

The following workflows are included in the integration template:

Enable Integration

This workflow creates an API connection in BMC Helix iPaaS.

Operation nameActions performed
Enable IntegrationEnables all entry points required for the integration
Create single API in BHIP

Creates the API in BMC Helix iPaaS

Login into BHIP

Logs in to BMC Helix iPaaS by using the credentials provided in the project variables

Check Custom API and Security Profiles existVerifies if there are any existing API and security profiles
Publish Custom APIGenerates the new custom APIs
Create Security Profiles and Custom APICreates the new API and security profile
Delete API and Security Profile if neededDeletes any existing API and security profiles

Integration Entry Point

This workflow defines the next action based on the request received from JIRA or BMC Helix Digital Workplace and call the appropriate operation.

DWP Webhook

This workflow defines the Web API connection and adds the required BMC Helix Digital Workplace details to BMC Helix Innovation Studio.

Operation nameActions performed
Platform Enable integrationEnables all entry points required for the integration
Create Web Api ConnectionSends the Web API details to BMC Helix Digital Workplace
Create DocumentAdds the documents in BMC Helix Innovation Studio
Create Web API DefinitionsAdds the Web API definitions to the BMC Helix Innovation Studio
Create ProcessAdds the BMC Helix Digital Workplace processes to BMC Helix Innovation Studio
Create RulesAdds the rules to BMC Helix Innovation Studio
Create AliasingCreates aliasing of the Webhook API for the DWP Catalog

JIRA Webhook

This operation creates the webhook APIs required by JIRA. 

Operation nameActions performed
Register Webhook with JIRARegisters the Webhook with JIRA
Get registered Webhooks from JIRAGets details of the JIRA Webhook APIs
Delete Existing Webook from JIRADeletes any existing Webhook details

Publish Jira comment to DWP Service request

Operation nameActions performed
Integration entry point for JIRA to DWPParses the payload and then calls the appropriate operation
Get Jira Issue DetailsGets the details of the JIRA issue
Get Jira Comment Rendered BodyGets details of the comment added in JIRA
Download AttachmentsGets details of the attachment added in JIRA
Login to PlatformLogs in to the BMC Helix Innovation Studio
Adding Comments to DWPSends comment details to BMC Helix Digital Workplace
Update DWP StatusUpdates BMC Helix Digital Workplace request status

Sync DWP request to JIRA isssue

Operation nameActions performed
Integration EntryPoint for DWP request to Jira issueParses the payload and then calls the appropriate operation
Get User ID By NameGets the BMC Helix Digital Workplace user details
Get Project Key By NameGets the BMC Helix Digital Workplace project key details
Get Create Issue MetaGets data required for the JIRA issue
Create New Jira IssueCreates request for the JIRA issue
Write LogUpdates logs with operation details
Send Failure NotificationSends the failure notification

Post Attachments to Jira

Adds the attachment to the Issue

Helix Platform Operations

Operation nameActions performed
Platform LoginLogs in to the BMC Helix Innovation Studio
Platform Post OperationsRuns the BMC Helix Innovation Studio POST operations
Platform Put OperationsRuns the BMC Helix Innovation Studio PUT operations
Get Values from Record DefinitionRuns the BMC Helix Innovation Studio GET operations
Download DWP AttachmentsGets the attachment data from BMC Helix Digital Workplace
Platform DeleteDeletes operations for the platform

Jira Operations

Operation nameActions performed
JIRA Response UpdateGets the response details from JIRA
Query Reference FieldGets the value from the JIRA_Reference_Field_To_DWP project variable

Attach File to JIRA

Sends file attachments to the JIRA issue
Add Comment to JIRASends comment details to the JIRA issue

Field Mapping

Operation nameActions performed
Dwp-Jira MappingDefines the field mapping between the BMC Helix Digital Workplace request and the JIRA issue
Jira-DWP MappingDefines the field mapping between the JIRA issue and BMC Helix Digital Workplace request
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