This documentation supports the 23.3 and consecutive patch versions of BMC Helix Multi-Cloud Broker.

To view an earlier version, select the version from the Product version menu.

Creating known errors from Jira issues via BMC Helix iPaaS, powered by Jitterbit

As an administrator, you can integrate BMC Helix ITSM with Jira Software to create BMC Helix ITSM known errors from Jira issues.

BMC Helix Multi-Cloud Broker, along with BMC Helix iPaaS, powered by Jitterbit provides an out-of-the-box integration template to integrate BMC Helix ITSM and Jira. You configure the integration in BMC Helix Multi-Cloud Broker and deploy the integration template to your BMC Helix iPaaS, powered by Jitterbit environment.

The following image gives an overview of the capabilities that this integration supports:

This integration provides the following capabilities:

Use case

Atlassian Jira to BMC Helix ITSM

BMC Helix ITSM to Atlassian Jira

Create tickets

Creates a BMC Helix ITSM known error from a Jira issue

Not supported
Display ticket details

Displays the Jira issue details in the BMC Helix ITSM UI

Not supported

Synchronize updates

Updates the known error from the updated Jira issue

Updates the Jira issue from the updated known error

Synchronize comments

(with and without attachments)

Creates an activity note in the known error from a Jira issue comment

Shares the activity note in the known error with the Jira issue as a comment.

Important:
To share comments, select Share with Jira when you add the comment in BMC Helix ITSM.

The following image is an example of the Jira issue details displayed in the corresponding BMC Helix ITSM known error:


Jira to BMC Helix ITSM data flows

The following image gives an overview of the data flow for creating or updating a BMC Helix ITSM known error from a Jira issue:

The following image gives an overview of the data flow for adding comments to a BMC Helix ITSM known error from a Jira issue:

BMC Helix ITSM to Jira data flow

The following image gives an overview of the data flow for updating a Jira issue and adding comments to a Jira issue from a BMC Helix ITSM known error:

Before you begin

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

Required versions
  • BMC Helix ITSM version 20.08 and later
Authentication and permissions
  • Administrator access to the Jira account and have the Jira API token
  • Administrator access for BMC Helix Multi-Cloud Broker and BMC Helix ITSM users to run this integration
  • Write access for Jira users to create and update an issue
Subscription
  • A valid BMC Helix iPaaS, powered by Jitterbit Open link subscription

Task 1: To configure the integration

  1. Log in to BMC Helix Innovation Studio.
  2. On Workspace, click Multi-Cloud Broker.
  3. To launch BMC Helix Multi-Cloud Broker, click Visit Deployed Application.

    Tip

    You can access BMC Helix Multi-Cloud Broker directly by entering the URL https://hostName:portNumber/helix/index.html#/com.bmc.dsm.mcsm/login and logging in as a tenant administrator.

  4. Click Settings .
  5. Select Start Here > Quick Configuration Guide.
    The Quick Configuration Guide page is displayed.
  6. On the Step 1: Choose configuration tab, perform the following steps:

    Important

    In Choose ConfigurationHelix iPaaS (powered by Jitterbit) is selected by default. Do not change this value.

    1.  Under DevOps Toolchain, select Jira Issue to ITSM Known Error.
    2. Click Next.
  7. On the Step 2: Perform configurations tab, perform the following steps:
    1. Add an operating organization, if you have not already done so.
    2. Add Atlassian as the vendor organization, if you have not already done so.
    3. To add the vendor metadata configuration, click Map vendors and perform the following steps:
      1. On the Map Vendors page, click Map Vendor.
      2. Complete the fields as described in the following table:

        FieldAction
        DescriptionEnter a description for the vendor metadata configuration.
        Ticketing Technology ProviderFrom the list, select JIRA.
        Instance NameIf you are using multiple instances of Jira, enter the name of the Jira instance that you are using for this integration.
        Add Mapping

        After you select the ticketing technology provider, click Add Mapping.

        BMC Helix Multi-Cloud Broker displays the default values in the Instance URL field and the Display Field Mapping section.

        (Optional) Instance URL

        Update the Jira server name and port in the default URL.

        The default value of this variable is https://[jira server name]:[port]/browse/{key}.

        Vendor Field Mapping

        To perform a direct data synchronization between BMC Helix ITSM and Jira, only update the mappings in the Remedy to Vendor Sync Fields and Vendor to Remedy Sync Fields sections. You must not update any other sections.

        Display Field Mapping

        By default, the basic Jira fields are mapped in this section. If you want to map additional fields to display in the BMC Helix ITSM UI, add the relevant mappings by clicking .

        Enable Local ITSM Communication

        By default, this toggle key is enabled. 

        If you want to use BMC Helix Integration Service as the underlying integration platform, disable this toggle key.

        Integration PlatformSelect Jitterbit.
      3. Click Save.

    4. To fetch a known error from BMC Helix ITSM, click Define filter criteria to fetch records from ITSM to Helix Multi-Cloud Broker for known error, and perform the following steps:

      1. To select the filter criteria, click Advanced filter.

      2. Select the filters from the available fields, and click Next.
        The query filter expression is displayed. By default, the AND qualifier is applied when you select multiple filter criteria.

        Important

        Make sure that you add the Broker Vendor Name: JIRA as the filter, along with any other filters that you want to add.

      3. To change the qualifier for your filters, update the query, and then click Save

        Important

        Make sure that you enter a valid query with available fields and values.

        When a known error matches the operation and filter that you have selected, the system fetches that known error to BMC Helix Multi-Cloud Broker.

    5. In the Configure JIRA integration section, refer the configuration steps listed and select the check boxes as you complete each step.

    6. Click Save.

Task 2: To download and import the integration template project file

  1. Download the Create BMC Helix ITSM known error from Atlassian Jira issue Update 2023-03-01 Open link file.
    This file contains the BMC Helix iPaaS Cloud Studio project Create BMC Helix ITSM known error from Atlassian Jira issue.

    Important

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

  2. Log in to BMC Helix iPaaS and navigate to the Cloud Studio.
  3. Select your organization.
  4. On the projects page, click Import.
  5. Click Browse and then select the Create BMC Helix ITSM known error from Atlassian Jira issue.json file that you downloaded.
    The Project Name and Organization fields are automatically populated. The default project name is displayed. You can change the project name.

  6. 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. 
  7. To open the project file at a later time, select the environment where the integration templates are available, select the project name, and click View/Edit.

Task 3: To update the project variables for the integration template

  1. Next to the Environment name, click the ellipsis ... next to the project name and select Project Variables.
  2. Update the project variables as described in the following tables:
    • BMC Helix iPaaS variables

      Project variableAction
      BHIP_API_NAME

      The integration template creates an API  in the BMC Helix iPaaS API Manager to handle requests from BMC Helix Multi-Cloud Broker and Jira.

      Enter a prefix for the webhook APIs created in the BMC Helix Multi-Cloud Broker API Manager.

      BHIP_API_User_Roles

      Enter comma-separated values of the organization roles assigned for the BMC Helix iPaaS API; for example: Admin, User.

      Only a user with these roles can access the APIs.

      Important:

      If you do not specify any value, all the organization roles get access to the new API.

      BHIP_MCB_API_Profile_User_Name

      Enter a user name to create and access the BMC Helix Multi-Cloud Broker API security profile.

      Enter the user name for the security profile used with the BMC Helix iPaaS API for BMC Helix Multi-Cloud Broker.

      BHIP_MCB_API_Profile_User_Password

      Enter the password for the security profile used with the BMC Helix iPaaS API for BMC Helix Multi-Cloud Broker.

      The integration template creates an API in BMC Helix iPaaS to handle requests from BMC Helix Multi-Cloud Broker.

      BHIP_Vendor_API_Profile_Type

      The security profile type defines the authentication type used by the Jira webhook API to access the BMC Helix iPaaS API, and is added in the BMC Helix iPaaS API Manager. 


      Enter one of the following values:

      • BASIC

      • ANONYMOUS

      BHIP_Vendor_API_Profile_User_Name

      The integration template creates an API in the BMC Helix iPaaS API Manager to handle requests from Jira. The API is created and accessed by using security profile credentials which the integration template includes in the webhook created in Jira. Jira uses the credentials to communicate with the API. 

      Enter the user name for the Jira API security profile. 

      Important:

      You need to provide a value for this variable, only if you select the BASIC option in BHIP_Vendor_API_Profile_Type.

      BHIP_Vendor_API_Profile_User_Password

      Enter a password for the Jira API security profile.

      Important:

      You need to provide a value for this variable, only if you select the BASIC option in BHIP_Vendor_API_Profile_Type.

      BHIP_Vendor_API_Profile_ApiKey_Name

      Change the default value, if required.

      The default value is apiKey.

      BHIP_Host

      Enter the BMC Helix iPaaS instance URL where you want to run this project.

      Important: Make sure that you do not enter any leading and trailing spaces.

      BHIP_User_Name

      Enter the user name for the BMC Helix iPaaS instance.

      BHIP_User_Password

      Enter the password for the BMC Helix iPaaS instance.

      Enable_BMC_Helix_To_Vendor_Integration

      Enable the creation of Jira issues from BMC Helix ITSM known errors, and synchronization of updates and comment.

      By default, this variable is set to true. If you want to disable the creation of Jira issues from BMC Helix ITSM known errors, and synchronization of updates and comment, set this variable to false.

      Enable_Vendor_To_BMC_Helix_Integration

      Enable the creation of BMC Helix ITSM known errors from Jira issues, and synchronization of updates and comment.

      By default, this variable is set to true. If you want to disable the creation of BMC Helix ITSM known errors from Jira issues, and synchronization of updates and comment, set this variable to false.

    • Jira project variables

      Project variable

      Action

      Jira_Host_URL

      Enter the host URL of the Jira instance in the following format:

      [http/https]://[hostname]:[port]

      Important: Make sure that you do not enter any leading and trailing spaces.

      JIRA_INSTANCE_TYPE

       Select one of the following instance types from the list:

        • Jira Cloud: Connect to Jira Software Cloud.
        • Jira on-premises: Connect to Jira Server or Jira Data Center.

      Jira_User_Name

      Enter the name of the user accessing Jira.

      Jira_User_Password

      Enter the API token for Jira that you created earlier.

      Jira_Project_Name

      Enter the default project name that you want to work on for the BMC Helix ITSM and Jira integration.

      You can keep this variable blank. In this case, the template uses the JQL query.

      Jira_JQL_Query

      Enter a JQL query in "" to specify the Jira issues for which BMC Helix ITSM known errors should be created.

      For example, specify "Priority=High" so that the Jira issues with High priority are brokered to BMC Helix ITSM.

      Important: Do not include a project condition in this variable.

      Jira_Query_Project_Keys

      Enter the Jira project key from which you want to filter Jira issues to broker to BMC Helix ITSM. You can add multiple project keys by specifying comma separated values; for example, JiraProject1JiraProject2.

    • BMC Helix Multi-Cloud Broker project variables

      Project variableAction
      MCB_Host

      Enter the BMC Helix Multi-Cloud Broker host URL to which Jira issues should be synchronized.

      Important: Make sure that you do not enter any leading and trailing spaces.

      MCB_User_Name

      Enter the user name that enables users to interact with BMC Helix Multi-Cloud Broker.

      MCB_User_PasswordEnter the password for the provided username.
      MCB_Vendor_Name

      Enter the value in the following format for multiple instances of Jira:

      JIRA.<Instance name>

      The instance name in the format is the name that you entered in the Instance Name field while configuring vendor metadata.

      MCB_Field_ID_For_Jira_Issue_Type

      It is the BMC Helix Multi-Cloud Broker field ID that contains the value for determining the Jira issue type during BMC Helix Multi-Cloud Broker to Jira operations.

      The default value of this field is 466000053 which is mapped with the Operational Category Tier 3 field in the known error record. If you use any other field from the known error record to contain the Jira issue type, enter the ID of that field in this variable.

      Important: If this variable is blank, by default, a Jira story is updated, only if it exists.

Task 4: Manually select the Jira project for your integration

Before you enable the integration, you need to manually select the Jira project for your integration in the workflow.

To select the Jira project for the Jira activities:

  1. Log in to BMC Helix iPaaS and navigate to the Cloud Studio.
  2. From the Environment list, select the environment where your integration template is available.
  3. Select the project name, and click View/Edit.
  4. Select the Components tab, and search for the Jira endpoints for the following activities:
    1. create
    2. update
  5. Select the activity brick, click the ellipses (...), and select View/Edit.
  6. On Step 1 of the activity page, click Refresh.
  7. Then select the name of the Jira project from the list and click Next.
  8. Click Next on Step 2 and Finished on Step 3. 
    Repeat this process for both, the create and update activities for the Jira connector. 

Task 5: To deploy and enable the project

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 operation, under 2.0 Integrations workflow, click the ellipsis ..., and select Run.

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

After you enable the integration, when an issue record is created in Jira, a corresponding known error is created in BMC Helix ITSM. Any updates made or comments added to the Jira issue are synced with the BMC Helix ITSM known error, and the converse is true. 

(Optional) Task 6: To set the time for API debug mode

By default, the debug mode is set to 2 hours after you run the integration. Debug logs are updated for the time set for the debug mode. To increase the debug mode for a longer period of time, perform the following steps:

  1. In BMC Helix iPaaS, powered by Jitterbit, select API Manager > My APIs.
  2. Open any of the following APIs:

    • BMC_Helix_ITSM_Known_Error_And_Jira_Issue_MCB_To_Vendor—This API updates a Jira issue from a BMC Helix ITSM known error.
    • BMC_Helix_ITSM_Known_Error_And_Jira_Issue_Vendor_To_MCB—This API creates a BMC Helix ITSM known error from a Jira issue.
  3. Select Enable Debug Mode Until: and set it for the required date and time.

  4. Save and publish the API.

(Optional) Task 7: To map a custom field between BMC Helix ITSM and Jira

You can map custom fields between BMC Helix ITSM and Jira. To learn about the steps to map custom fields, see Synchronizing custom field values for integrations.

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