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 work orders with Jira issues by using BMC Helix iPaaS

As an administrator, you can integrate BMC Helix ITSM and Jira to synchronize BMC Helix ITSM work orders and Jira issues. When a work order is created in BMC Helix ITSM, a corresponding issue is created in Jira. Similarly, when an issue is created in Jira, a corresponding work order is created in BMC Helix ITSM. You can also synchronize comments and data between the work order and issue.

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 Jira. 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 ticketsCreate a BMC Helix ITSM work order from a Jira issue.
Create a Jira issue from a BMC Helix ITSM work order.
Share comments (with and without attachments)

Create an activity note in the work order from a Jira issue comment.

Create a Jira issue comment from a work order activity note.

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

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_work_order_and_Atlassian_Jira_issue.json project file to your system.
  • Jira users should have the write access to create and update an issue.

  • Administrator access to the Jira account and Jira API token.

  • BMC Helix Multi-Cloud Broker and BMC Helix ITSM users have administrator permission to run this integration.

BMC Helix ITSM to Jira data flow

Jira to BMC Helix ITSM 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, perform the following steps:

    Important

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

    1.  Under DevOps integration, select Between ITSM Work Order and Jira Issue.
    2. Click Next.
  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 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 Vendor Field Mapping and Display Field Mapping sections.

        (Optional) Instance URLThe default value of this variable is https://[jira server name]:[port]/browse/{key}. Update the Jira server name and port in the default URL.
        Vendor Field Mapping

        To perform a direct data synchronization between BMC Helix ITSM and Jira, you can update the mappings in the Remedy to Vendor Sync Fields and Vendor to Remedy Sync Fields.

        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.

        Resolve Work Order Ticket When Vendor Closes It

        Select the toggle key if you want to resolve the work order when the associated Jira issue is closed.
      3. Click Save.

    4. To fetch work orders from BMC Helix ITSM, click Define filter criteria to fetch records from ITSM to Helix Multi-Cloud Broker for work order, and perform the following steps:
      1. From the Select trigger event for work order list, select the operation for which you want to fetch the work order.
      2. In Advanced filter, define the filter criteria by using the available fields.
      3. Click Save.
        When a work order matches the operation and filter that you have selected, the system fetches that work order to BMC Helix Multi-Cloud Broker.
  8. In the Configure JIRA integration section, refer the configuration steps listed and select the check boxes as you complete each step.
  9. Click Save.

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

  1. Log in to BMC Helix iPaaS and navigate to 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 variables

      Project variableValue
      BHIP_API_NAME

      The default value of this variable is set to BMCHelixITSMWorkOrderAndJiraIssue.

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

      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 for the security profile used with the BMC Helix iPaaSAPI for BMC Helix Multi-Cloud Broker.
      BHIP_Vendor_API_Profile_Type

      The default value is APIKEY.

      If required, you can change the default value by selecting one of the following supported values:

      • BASIC

      • ANONYMOUS

      BHIP_Vendor_API_Profile_Username

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

      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_Password

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

      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

      The default value is apiKey.

      If required, you can change the default value.

      BHIP_Host

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

      BHIP_Username

      Enter the user name for the BMC Helix iPaaS instance.

      BHIP_Password

      Enter the password for the BMC Helix iPaaS instance.

      Enable_BMC_Helix_To_Vendor_Integration

      By default, this variable is set to true and you must not change it.

      Important: This variable enables the creation of Jira issues from BMC Helix ITSM work orders, synchronizes updates, and shares comments.

      Enable_Vendor_To_BMC_Helix_Integration

      By default, this variable is set to true and you must not change it.

      Important: This variable enables the creation of BMC Helix ITSM work orders from Jira issues, synchronizes updates, and shares comments.

    • Jira project variables

      Project variable

      Value

      Jira_Host_URL

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

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

      Jira_Username

      Enter the name of the user accessing Jira.

      Jira_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 the JQL query to specify for which Jira issues BMC Helix ITSM work orders should be created.

    • BMC Helix Multi-Cloud Broker project variables

      Project variableValue
      MCSM_Host

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

      MCSM_Username

      Enter 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_Name

      For multiple instances of Jira, enter the value in the following format:

      JIRA.<Instance name>

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

      MCSM_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 that is mapped with the Resolution Category Tier 3 field in the work order record. If you use any other field from the work order 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 created.

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

      Project variableValue
      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.

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_Work_Order_And_Jira_Issue_MCSM_To_Vendor—This API creates a Jira issue from a BMC Helix ITSM work order.
    • BMC_Helix_ITSM_Work_Order_And_Jira_Issue_Vendor_To_MCSM—This API creates a BMC Helix ITSM work order 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 6: 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 the custom fields, see Customizing BMC Helix iPaaS integrations.

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