Reference for integration between BMC Helix ITSM and Jira Service Desk by using BMC Helix Integration Service

List of connectors for integration with Jira Service Management

You need to configure the following connectors when setting up integration with Jira Service Management. These connectors are integration points for the respective applications. For instance, to send the data from BMC Helix Multi-Cloud Broker to Jira Service Management, you must configure a flow from the Multi-Cloud connector to the Jira Service Desk connector.

ITSM

• Configuration
  If you are integrating BMC Helix Multi-Cloud Broker with an on-premises instance of BMC Helix ITSM, enter the following values:

  Field	Value
  Site	Select the site that you created for Remedy.
  AR server	Enter the name of your on-premises AR System server.
  AR server port	Enter the port number for your on-premises AR System server.

• Account
  Add a BMC Helix ITSM user account that has permission to view business service requests and permissions to update incidents, change, or problem requests.

Multi-Cloud

• Configuration
  While activating BMC Helix Multi-Cloud Broker, BMC configures the Multi-Cloud connector. Do not modify the default Multi-Cloud connector configuration.

• Account
  BMC sets up the account for the Multi-Cloud connector.
  Click to re-authenticate after you have changed the password for your tenant administrator user account in BMC Helix Multi-Cloud Broker.
  For information about changing the user password, see Creating or modifying People data.

Jira Service Desk

• Configuration
  

• Account
  Add the account of a Jira Service Desk user who can view and update Jira Service Desk incidents.

SMTP Email

• Configuration
  To send email notifications for errors, specify values for the following fields:

  Field	Value
  Name	Enter a name for the connector configuration.
  Site	Select the appropriate site for your email server.
  Connection type	Select the type of connection for your email server.

• Account
  Add an email account to be used for sending error notifications.

List of flows for integration with Jira Service Management

You can configure the following flows when setting up integration with Jira Service Management. Each flow is self descriptive, for example to create an incident in BMC Helix ITSM from Jira Service Management, you must configure  Create Incident from Jira Service Desk flow.

Create DevOps Incident

• Trigger 
  You need to set a trigger condition for this flow to determine which Incidents should be sent to Jira. For example, you can use the following triggers:
  • Operational or Product Categorization fields in BMC Helix ITSM
  • Assignment of the incident
  • Add a custom field as per your requirement.

• Field Mapping

  The following values are mapped out-of-the-box:

  BMC Helix ITSM field	Jira field	Additional information
  Project		In the Vendor Field Mapping of the Map Vendor definition, the value of the Jira project is set under fields.project.name. By default, the project is set to MultiCloud. You should change this value to the appropriate project name. If you have a corresponding field in BMC Helix ITSM  for the project name: Change the project field type to dynamic. Select the Field ID on the BMC Helix Multi-Cloud Broker record definition of the field that stores the BMC Helix ITSM project value. Define the mapping from the BMC Helix ITSM value to the Jira value. You can add the transformations to select the appropriate project based on the value received from BMC Helix ITSM .
  Priority	Priority	Default field mapping
  Summary	Issue Summary	The Incident ID is included as a part of the Summary.
  Resolution Category Tier 3	Issue Type	In the Vendor Field Mapping of the Map Vendor definition, the value of Issue Type is set under field.issuetype.name for the instance of Jira you are integrating with.Jira provides several issue types out of the box and also enables users to create their custom issue types. There are various options to indicate which issue type should be created. The example template uses the Categorization field to decide the issue type. Using the third tier of the incident request categorization, we indicate which issue type to create in Jira. You can use other fields or transformations to define this. However, the value passed to the Issue Type must match the name of the issue.
  Description	Description	Default field mapping
  Incident ID	Label	The Incident ID is included in the Summary and also added as a label on the issue.
  Technology Service		The Create DevOps Incident flow can be used to send incidents to other DevOps vendors like Jira. You can use one of the following options: Use the  Target Values  option and select the Technology Service from the list.  Target Values shows the list of vendor mappings that you add in the vendor metadata configuration earlier. For the Jira integration, from the Target Values list, select JIRA or the name of your Jira instance (if you have provided an instance in the vendor metadata configuration). This determines that the connector process is invoked in BMC Helix Innovation Studio  to create or update Jira issues. Use the  Source Fields option and map it to one of the existing fields from BMC Helix ITSM, for example, the Service field. Then, you can use the transformation option to map different BMC Helix ITSM Services to different technology services. For example, if the value of the BMC Helix ITSM Service field is Jira Service, then, add the data transformation to map Jira Service to JIRA or the name of your Jira instance (for example, Jira.InstanceName).

Create Incident from Jira Service Desk

• Trigger 
  Select your Jira Service Desk project from the drop-down list in Project.

• Field Mapping 
  Retain the values that are available out-of-the-box

Sync Jira Service Desk Issue

Use this flow when you do not want direct data updates between a Jira Service Desk issue and a BMC Helix ITSM  ticket.

• Trigger 
  Select your Jira Service Desk project from the drop-down list in Project.

• Field Mapping 
  Do not change the following out-of-the-box field mappings.

  Field	Value
  Vendor	Jira Service Desk
  Vendor Ticket Id	Issue Key
  Vendor Ticket Properties	Retain the out-of-the-box properties mapping.

Sync Jira Service Desk Issue Comment

• Trigger 
  Select your Jira Service Desk project from the drop-down list in Project.

• Field Mapping 
  Do not change the following out-of-the-box field mappings.

  Field	Value
  text	Comment Body
  post_type	comment#remedy
  ticket_type	incident
  Vendor	JIRA Service Desk
  Vendor Ticket Id	Issue Key
  commentId	Comment ID
  Author	Comment Author
  Attachment Object 1	Attachment Object 1
  Attachment Object 2	Attachment Object 2
  Attachment Object 3	Attachment Object 3

Create Incident Activity Note

• Trigger

  Field	Value
  Shared with Vendor	True

• Field Mapping

  Do not change the following out-of-the-box field mappings.

  Field	Value
  post_type	comment#vendor
  ticketNumber	Incident Number
  Attachment Object 1.name	Attachment 1 filename
  Attachment Object 1.content	Attachment 1
  Attachment Object 2.name	Attachment 2 filename
  Attachment Object 2.content	Attachment 2
  Attachment Object 3.name	Attachment 3 filename
  Attachment Object 3.content	Attachment 3

  Warning

  Important

  You can change the out-of-the-box field mapping for the text field. The default value is set to Notes.

  However, BMC recommends that you retain the existing mapping.

Create Incident Activity Note with Author flow (ITSM 9.1.06 or later)

• Trigger

  Field	Value
  Shared with Vendor	True

• Field Mapping

  Do not change the following out-of-the-box field mappings.

  Field	Value
  post_type	comment#vendor
  ticketNumber	Incident Number
  Author	Full name
  Attachment Object 1.name	Attachment 1 filename
  Attachment Object 1.content	Attachment 1
  Attachment Object 2.name	Attachment 2 filename
  Attachment Object 2.content	Attachment 2
  Attachment Object 3.name	Attachment 3 filename
  Attachment Object 3.content	Attachment 3

  Warning

  Important

  You can change the out-of-the-box field mapping for the text field. By default, the value is set to Notes.

  However, BMC recommends that you retain the existing mapping.

By default, the Create Incident Activity Note flow is used. Instead of the default flow, if you want to use the Create Incident Activity Note with Author flow, you must make changes to the flow.

For more information about using the flow, see Updating flows.

Send Error Notification flow

• Trigger

  Field	Value
  Flow Target	Multi-Cloud

• Field Mapping

  Field	Value
  To	Enter the email account that will receive the error notification.
  Subject	Flow Title
  From Important: The value of this field is set to Integration Service.	NA

  Warning

  Important

  You can change the following out-of-the-box field mappings:

  • Subject
  • From

  However, BMC recommends that you retain the existing mappings.
  

Create Jira Service Desk Issue

• Trigger 
  The following trigger conditions are provided out-of-the-box:

  Field	Value
  Condition is	${webhookContext.466000228} = "Jira Service Desk"
  Include All Fields is	true
  is New	is true

• Field Mapping
  • Flow Target 1 (Jira Service Desk)
    The following mappings are provided out-of-the-box:

    Field	Value
    Issue Summary	Summary
    Labels	Remedy Incident Number

  • Flow Target 2 ( BMC Helix Multi-Cloud Broker )
    The following mappings are provided out-of-the-box:

    Field	Value
    Status Important: The value of this field is set to New.	NA
    Parent Ticket Id	ID
    Parent Ticket TypeImportant: The value of this field is set to Incident.	NA
    Vendor Ticket Id	(Target 1) Issue Key
    Vendor Ticket Properties fields.summary key fields.status.name fields.issuetype.name	(Target 1) Issue Summary (Target 1) Issue Key (Target 1) Status (Target 1) Issue Type

  • Flow Target 3 ( BMC Helix ITSM )
    The following mappings are provided out-of-the-box:

    Field	Value
    Incident Number	Remedy Incident Number
    Broker Vendor Name	Webhook Condition Parameter

Update Jira Service Desk Issue from Multi-Cloud Incident

• Trigger 
  The following trigger conditions are provided out-of-the-box:

  Field	Value
  Condition is	${webhookContext.466000243} = "true"
  Include All Fields is	true
  Record Event equals	update
  Source ID contains	NA

• Field Mapping

  • Flow Target 1 ( BMC Helix Multi-Cloud Broker )
    The following mappings are provided out-of-the-box:

    Field	Value
    Parent Ticket Id	ID

  • Flow Target 2 (Jira Service Desk )
    The following mappings are provided out-of-the-box:

    Field	Value
    Issue Key	(Target 1) Vendor Ticket Id
    Issue Description	Description
    Issue Summary	Summary

  • Flow Target 3 ( BMC Helix Multi-Cloud Broker )
    The following mappings are provided out-of-the-box:

    Field	Value
    incidentNumber	Remedy Incident Number
    Sync Vendor Ticket	false

Sync Jira Service Desk Issue to Multi-Cloud Incident

Use this flow when you want direct data updates between a Jira Service Desk issue and an incident.

• Trigger 
  The following trigger conditions are provided out-of-the-box:

  Field	Value
  Project is	NA
  Is Modified	is true
  Labels matches	INC

• Field Mapping
  • Flow Target 1 (BMC Helix Multi-Cloud Broker)
    The following mappings are provided out-of-the-box:

    Field	Value
    Status	Status
    Vendor Ticket Id	Issue Key
    Vendor Ticket Properties fields.summary key fields.status.name fields.issuetype.name	Issue Summary Issue Key Status Issue Type

  • Flow Target 2 (BMC Helix Multi-Cloud Broker )
    The following mappings are provided out-of-the-box:

    Field	Value
    Issue Key	(Target 1) Vendor Ticket Id
    Issue Description	Description
    Issue Summary	Summary

  • Flow Target 3 (BMC Helix Multi-Cloud Broker)
    The following mappings are provided out-of-the-box:

    Field	Value
    incidentNumber	(Target 1) Parent Ticket Id
    Summary	(Target 1) Issue Summary
    Description	(Target 1) Issue Description
    Priority	Priority

List of connector targets for integration with Jira Service Management

When a ticket is brokered from Jira Service Management to BMC Helix ITSM, the ticket data first comes in BMC Helix Multi-Cloud Broker before being sent to BMC Helix ITSM. To send the data from BMC Helix Multi-Cloud Broker to BMC Helix ITSM, you must configure the BMC Helix Multi-Cloud Broker ITSM connector target and set it in the Connector Process ITSM. Similarly, when a ticket is brokered from BMC Helix ITSM to Jira Service Management, the ticket data first comes in BMC Helix Multi-Cloud Broker before being sent to Jira Service Management. To send the data from BMC Helix Multi-Cloud Broker to Jira Service Management, you must configure the BMC Helix Multi-Cloud Broker JIRA Service Desk connector target and set it in the Connector Process JIRA Service Desk.

MCSM ITSM

For the MCSM ITSM connector target, define the connection configuration and profile required by the connector process.

MCSM Jira Service Desk

For the Connector Targets, define the connection configuration and profile required by the connector process in BMC Helix Innovation Studio.