Phased rollout

   

This documentation supports the 21.02 version of BMC Helix Multi-Cloud Broker.

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


Synchronizing BMC Helix ITSM incidents with Microsoft Azure DevOps work items by using BMC Helix iPaaS

As an administrator, you can integrate BMC Helix ITSM with Microsoft Azure DevOps to synchronize BMC Helix ITSM incidents with Azure DevOps work items. When an incident is created in BMC Helix ITSM, a corresponding work item is created in Azure DevOps and the converse is also true. This integration enables your service desk agents to collaborate with developers who use Azure DevOps.

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

This integration provides the following capabilities:

Use caseDevOps integration
Create tickets

Create an Azure DevOps work item from a BMC Helix ITSM incident.

Create a BMC Helix ITSM incident from a new, or updated (not yet brokered to BMC Helix Multi-Cloud Broker) Azure DevOps work item.

Synchronize updates

When a brokered Azure DevOps work item is updated, the vendor data in BMC Helix Multi-Cloud Broker is updated. Then, you can view the Azure DevOps work item details in the BMC Helix ITSM UI.

Share commentsWhen a worklog without an attachment is added in the BMC Helix ITSM incident, a comment is added in the corresponding Azure DevOps work item.

When a comment without an attachment is added to an Azure DevOps work item, a worklog is created in the BMC Helix ITSM incident.

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

Important

  • The BMC Helix ITSM incident and Azure DevOps work item integration is available only with the cloud version of Azure DevOps.
  • You cannot add an attachment to an incident worklog and a work item comment.

Before you begin

Make sure that you have the following items:

  • A valid  BMC Helix iPaaS, powered by Jitterbit Open link  subscription.
  • From the Electronic Product Distribution site, download the Sync_BMC_Helix_ITSM_incident_and_Microsoft_Azure_DevOps_work_item.json project file to your system.
  • Administrator access to the Azure DevOps account and ensure that you create an Azure DevOps personal access token for this integration.
  • BMC Helix Multi-Cloud Broker and BMC Helix ITSM users have the administrator permission to run this integration.
  • Duplicate webhooks with the same condition do not exist in Azure DevOps.

Azure DevOps to BMC Helix ITSM data flow

BMC Helix ITSM to Azure DevOps data flow

Task 1: To perform configurations in Quick Configuration Guide

  1. Log in to BMC Helix Innovation Studio.
  2. On Workspace, click Multi-Cloud Broker.
  3. To launch BMC Helix Multi-Cloud Broker, on the top-right corner of the page, 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. In the Step 1: Choose configuration tab, under DevOps Integration, select Between ITSM Incident and Azure DevOps.

    Important

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

  7. In the Step 2: Perform configurations tab, perform the following steps:

    1. Add an operating organization, if you have not already done so.

    2. Add Microsoft as the vendor organization, if you have not already done so.

    3. To add the vendor metadata, 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:

        Field

        Action

        Description

        Enter a description for the vendor metadata configuration.

        Ticketing Technology Provider

        From the list, select Azure DevOps.

        (Optional) Instance Name

        If you are using multiple instances of Azure DevOps, enter the name of the 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.

        Instance URL

        The default value of this variable is https://dev.azure.com/{organization}/{project}/_workitems/edit/{System.Id}.

        Update the organization and project name in the default URL.

        For example, update the default value to https://dev.azure.com/bmcmcsm/MCSM/_workitems/edit/{System.Id}.

        Display Field Mapping

        By default, the basic Azure DevOps 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.

      3. Click Save.

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

      1. From the Select trigger event for incident list, select the operation for which you want to fetch the incidents.

      2. In Advanced filter, define the filer criteria by using the available fields.

      3. Click Save.
        When an incident matches the operation and filter that you have selected, the system fetches that incident to BMC Helix Multi-Cloud Broker.

    5. In the Configure Azure DevOps 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. Log in to BMC Helix iPaaS and navigate to the Cloud Studio.
  2. Select your organization.
  3. On the projects page, click Import.
  4. Click Browse to navigate to and select the JSON file that you downloaded from the Electronic Product Distribution site.
    The Project Name and Organization fields are automatically populated. The default project name is displayed. You can change the project name.

  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. 
  6. 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. Click ... next to the Environment name and select Project Variables.
  2. Update the project variables as described in the following tables:
    • BMC Helix iPaaS project variables

      Project variableValue
      BHIP_API_Name

      The default value of this variable is set to BMCHelixITSMIncidentAndAzureWorkItem.

      If required, you can change the name.

      BHIP_API_User_RolesSpecify the organization roles that should have access to the new API. You can add multiple comma separated values.
      Important: If you do not specify any value, all the organization roles get access to the new API.
      BHIP_MCSM_API_Profile_Username

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

      Enter the user name that should be used while creating the BMC Helix Multi-Cloud Broker API profile.

      BHIP_MCSM_API_Profile_Password

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

      Enter the password that should be used while creating the BMC Helix Multi-Cloud Broker API profile.

      BHIP_Vendor_API_Profile_Type

      The integration templates create APIs to accept requests from a vendor.

      Enter one of the following API authentication mechanisms that you want to use with this API:

      • BASIC

      • ANONYMOUS

      • APIKEY

      BHIP_Vendor_API_Profile_Username

      Enter the user name for the security profile that you want to use with the vendor API. 

      Important: Provide a value for this variable, only if you select the BASIC option in BHIP_Vendor_API_Profile_Type.

      BHIP_Vendor_API_Profile_Password

      Enter the password for the security profile that you want to use with the vendor API. 

      Important: 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

      Enter the APIKEY name for the security profile that you want to use with the vendor API. 

      Important: Provide a value for this variable, only if you select the APIKEY option in BHIP_Vendor_API_Profile_Type.

      BHIP_HostEnter the BMC Helix iPaaS instance URL where you want to run this project.
      BHIP_UsernameEnter the username for the BMC Helix iPaaS instance.
      BHIP_PasswordEnter the password for the BMC Helix iPaaS instance.
      Enable_BMC_Helix_To_Vendor_Integration

      By default, this variable is enabled.

      Important: This variable enables the creation of Azure DevOps work items from BMC Helix ITSM incidents, synchronizes updates, and shares comments.

      Enable_Vendor_To_BMC_Helix_Integration

      By default, this variable is enabled.

      Important: This variable enables the creation of BMC Helix ITSM incidents from Azure DevOps work items, synchronizes updates, and shares comments.

    • Azure DevOps variables:

      Project variableValue
      AzureDevOps_HostEnter https:\dev.azure.com.
      AzureDevOps_OrganizationEnter your organization name in Azure DevOps.
      AzureDevOps_Personal_Access_TokenEnter the Azure DevOps personal access token that you created earlier.
      AzureDevOps_ProjectEnter the project name that you want to use in Azure DevOps.
      (Optional) AzureDevOps_Webhook_Area_PathEnter the area path name based on which the Azure DevOps webhook can filter the work items.
      (Optional) AzureDevOps_Webhook_TagEnter the tag name based on which the Azure DevOps webhook can filter the work items.
      AzureDevOps_Webhook_Work_Item_TypeEnter the type of work item based on which the Azure DevOps webhook events should be filtered. The integration template supports the following work item types:
      • Bug
      • Epic
      • Feature
      • User Story
    • BMC Helix Multi-Cloud Broker project variables:

      Project variable

      Value

      MCSM_HostEnter the BMC Helix Multi-Cloud Broker host URL to which the Azure DevOps work items should be synchronized.
      MCSM_UsernameEnter the user name that enables users to interact with BMC Helix Multi-Cloud Broker.
      MCSM_PasswordEnter the password for the provided user name.
      MCSM_Vendor_NameThis variable is autopopulated. You must not change the default value.

      The following variables are inputs from BMC Helix ITSM. Either enter values for these variables or map appropriate Azure DevOps fields if the data is available:

      Project variable

      Value

      ITSM_Company_NameEnter the company name for which the integration template needs to be run. For example, Calbro Services
      ITSM_Customer_First_NameEnter the first name of the BMC Helix ITSM customer.
      ITSM_Customer_Last_NameEnter the last name of the BMC Helix ITSM customer.
      ITSM_Incident_Type

      Enter any of the following incident types that you want to create:

      • User Service Restoration
      • User Service Request
      • Infrastructure Restoration
      • Infrastructure Event
      • Security Incident

Task 4: To deploy and enable the project

  1. To deploy the integration after you update the project variables, on the project page, click 
    Deployment is a one-time activity that initializes the integration configurations. The UI displays a message for the deployment status.

  2. After successfully deploying the integration, select the Enable Integration workflow.
  3. Click ...  next to the Enable Integration workflow and select Run.

(Optional) Task 5: To set the 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, select API Manager > My APIs.
  2. Open any of the following APIs:

    • BMC_Helix_ITSM_Incident_And_Azure_Work_Item_MCSM_To_Vendor—This API creates an Azure DevOps work item from a BMC Helix ITSM incident.
    • BMC_Helix_ITSM_Incident_And_Azure_Work_Item_Vendor_To_MCSM—This API creates a BMC Helix ITSM incident from an Azure DevOps work item.
  3. Select Enable Debug Mode Until: and set it for the required date and time.

  4. Save and publish the API.

(Optional) Task 6: To map a custom field between BMC Helix ITSM and Azure DevOps

You can map custom fields between BMC Helix ITSM and Azure DevOps. To learn about the steps to map custom fields, see Customizing BMC Helix iPaaS integrations.

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