This documentation supports the 21.3 and consecutive patch versions of BMC Helix Multi-Cloud Broker.

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

Common flows content

Introduction

Excerpt name: FlowsIntro

A flow is a connection between two connectors that lets you accomplish a certain task. A triggering event in the source application causes an action to take place in the target application. When setting up BMC Helix Multi-Cloud Broker, as a tenant administrator, you must review the trigger conditions and field mappings defined for the flow, and update them if required.

While the process for configuring flows remains the same for all BMC Helix Multi-Cloud Broker features, each flow needs some service-provider-specific information to be set up.

To configure flows 

Excerpt name: FlowsConfigProcess

For each feature you selected, complete this procedure for the flows listed on the Configuration Links page.

  1. To navigate to BMC Helix Integration Service, on the Configuration Links page, click Configure flows in Integration Studio under Required Common Configurations.

    You need to configure the flows listed for each feature, in addition to the flows listed under Required Common Configuration.

  2. To open the flow template page, on the Catalog tab in Integration Studio, click the flow you want to configure.

  3. To create a copy of the flow template, click .


  4. Select the appropriate accounts for the end-point connectors of the selected flow.
    You specify the connector accounts when configuring connectors.
  5. To update the name of the flow that you have copied from the flow template, select My Flow, open the flow that you copied, and update the title.
  6. Specify the trigger Conditions and Field mapping, and click OK.
    For more information about trigger conditions and field mappings, see the list of flows at the end of this procedure.

  7. Click My Flows and select the flow that you created from the flow template.
  8. To verify the target values for the trigger conditions and the field mappings, in the right pane, click Details.

Common flows

Create Brokered Incident

Excerpt name: CreateBrokeredIncident

  • Trigger
    In the Service field, specify the name of the Remedy business service for incident brokering. Incidents will not be brokered as expected if you do not specify the Service.

    Note

    The business service is the Technology Provider value that you specified when you configured the vendor data.

  • Field Mapping

    Do not change the value of the following out-of-the-box field mappings:

    FieldValue
    CompanyCompany
    ServiceService
    incidentNumberIncident Number

    Note

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

    • Summary
    • Priority

    However, we recommend that you retain the existing mappings. If you change the Priority field mapping, you need to set the transformations for source and target field values in the flow.


Create Incident Activity Note

Excerpt name: CreateIncidentActivityNote

  • Trigger

    FieldValue
    Shared with VendorTrue
  • Field Mapping

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

    FieldValue
    post_typecomment#vendor
    ticketNumberIncident Number
    Attachment Object 1.nameAttachment 1 filename
    Attachment Object 1.contentAttachment 1
    Attachment Object 2.nameAttachment 2 filename
    Attachment Object 2.contentAttachment 2
    Attachment Object 3.nameAttachment 3 filename
    Attachment Object 3.contentAttachment 3

    Note

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

    However, BMC recommends that you retain the existing mapping.


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

Excerpt name: IncidentNotewithAuthor

  • Trigger

    FieldValue
    Shared with VendorTrue
  • Field Mapping

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

    FieldValue
    post_typecomment#vendor
    ticketNumberIncident Number
    AuthorFull name
    Attachment Object 1.nameAttachment 1 filename
    Attachment Object 1.contentAttachment 1
    Attachment Object 2.nameAttachment 2 filename
    Attachment Object 2.contentAttachment 2
    Attachment Object 3.nameAttachment 3 filename
    Attachment Object 3.contentAttachment 3

    Note

    You can change the out-of-the-box field mapping for the text field. Default 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.


Create Change Activity Note with Author (ITSM 9.1.06 or later)

Excerpt name: ChangeNotewithAuthor

  • Trigger

    FieldValue
    Broker Vendor Name
    is not empty
    Is New Change Work Log With Authorsis true
  • Field Mapping

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

    FieldValue
    post_typecomment#vendor
    ticketNumberChange ID
    vendorTicketIdBroker Vendor Ticket ID
    Attachment Object 1.nameAttachment 1 filename
    Attachment Object 1.contentAttachment 1
    Attachment Object 2.nameAttachment 2 filename
    Attachment Object 2.contentAttachment 2
    Attachment Object 3.nameAttachment 3 filename
    Attachment Object 3.contentAttachment 3
    AuthorFull name

    Note

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

    However, BMC recommends that you retain the existing mapping.

    For more information about using this flow instead of Create Change Activity Note, see Updating flows.


Resolve Incident

Excerpt name: ResolveIncident

  • Trigger

    FieldValue
    Service

    Specify the name of the Remedy Business Service for incident brokering in the Service field: .

    Note: Business Service is the value that you provide when specifying the Technology Provider while configuring vendor data

    Status

    Set status to one of the following values:

    • Resolved
    • Closed
    • Cancelled
  • Field Mapping

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

    FieldValue
    Status
    Status
    incidentNumber
    Incident Number

Create Change Activity Note

Excerpt name: CreateChangeActivityNote

  • Trigger

    FieldValue
    Broker Vendor Name
    is not empty
    Is New Change Work Logis true
  • Field Mapping

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

    FieldValue
    post_typecomment#vendor
    ticketNumberChange ID
    vendorTicketIdBroker Vendor Ticket Id
    Attachment Object 1.nameAttachment 1 filename
    Attachment Object 1.contentAttachment 1
    Attachment Object 2.nameAttachment 2 filename
    Attachment Object 2.contentAttachment 2
    Attachment Object 3.nameAttachment 3 filename
    Attachment Object 3.contentAttachment 3

    Note

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

    However, BMC recommends that you retain the existing mapping.

Send Error Notification

Excerpt name: SendErrorNotification

  • Trigger

    FieldValue
    Flow Target Multi-Cloud
  • Field Mapping

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

    Note

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

    • Subject
    • From

    However, BMC recommends that you retain the existing mappings.

Create Problem Activity Note

Excerpt name: CreateProblemActivityNote

  • Trigger

    FieldValue
    Broker Vendor Name
    is not empty


  • Field Mapping

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

    FieldValue
    post_typecomment#vendor
    ticketNumberProblem ticket
    Attachment Object 1.nameAttachment 1 filename
    Attachment Object 1.contentAttachment 1
    Attachment Object 2.nameAttachment 2 filename
    Attachment Object 2.contentAttachment 2
    Attachment Object 3.nameAttachment 3 filename
    Attachment Object 3.contentAttachment 3

    Note

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

    However, BMC recommends that you retain the existing mapping.

Create Problem Activity Note with Author

Excerpt name: CreateProblemActivityNotewithAuthor

  • Trigger

    FieldValue
    Broker Vendor Name
    is not empty


  • Field Mapping

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

    FieldValue
    post_typecomment#vendor
    ticketNumberProblem ID
    Attachment Object 1.nameAttachment 1 filename
    Attachment Object 1.contentAttachment 1
    Attachment Object 2.nameAttachment 2 filename
    Attachment Object 2.contentAttachment 2
    Attachment Object 3.nameAttachment 3 filename
    Attachment Object 3.contentAttachment 3
    AuthorFull name

    Note

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

    However, BMC recommends that you retain the existing mapping.

Create Work Order Activity Note

Excerpt name: CreateWONote

  • Trigger

    FieldValue
    Broker Vendor Name
    is not empty
    Is New Workorder Work Logis true
  • Field Mapping
    Do not change the following out-of-the-box field mappings.

    FieldValue
    post_typecomment#vendor
    ticketNumberWork Order ID
    ticket_typeworkorder
    vendorTicketIdBroker Vendor Ticket Id
    Attachment Object 1.nameAttachment 1 filename
    Attachment Object 1.contentAttachment 1
    Attachment Object 2.nameAttachment 2 filename
    Attachment Object 2.contentAttachment 2
    Attachment Object 3.nameAttachment 3 filename
    Attachment Object 3.contentAttachment 3

    Note

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

    However, BMC recommends that you retain the existing mapping.

Create Work Order Activity Note with author

Excerpt name: CreateWONotewithAuthor

  • Trigger

    FieldValue
    Broker Vendor Name
    is not empty
    Is New Workorder Work Log_Peopleis true
  • Field Mapping
    Do not change the following out-of-the-box field mappings.

    FieldValue
    post_typecomment#vendor
    ticket_typeworkorder
    ticketNumberWork Order ID
    vendorTicketIdBroker Vendor Ticket ID
    AuthorFull name
    Attachment Object 1.nameAttachment 1 filename
    Attachment Object 1.contentAttachment 1
    Attachment Object 2.nameAttachment 2 filename
    Attachment Object 2.contentAttachment 2
    Attachment Object 3.nameAttachment 3 filename
    Attachment Object 3.contentAttachment 3

    Note

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

    However, BMC recommends that you retain the existing mapping.

Azure monitor

Create Incident from Azure Alerts

Excerpt Name: createIncidentFromAzureAlerts

  • Trigger

    FieldValue
    Alert Type  Metric, Log, or Activity Log
  • Field Mapping

    Do not change the following default field mappings.

    FieldValue
    SummaryMonitoring Service, Monitor Condition and so on
    PriorityMonitoring Service, Monitor Condition and so on
    DescriptionDescription
    UrgencySeverity
    Incident TypeUser Service Restoration
    Vendor Ticket IdShort Alert Id

    Note

    While configuring Create Incident from Azure Alerts flow, you can extract the Azure asset name for which the alert is generated by mapping the LogAffected Configuration Item fields and Metric Condition Dimensions fields in the flow, and by adding transformations for the properties of these fields.

Update Azure Alerts State Flow

Excerpt Name: updateAzureAlertsStateFlow

  • Trigger

    FieldValue
    Condition is Retain the webhook condition
    Source ID contains Azure Alerts
  • Field Mapping

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

    FieldValue
    Parent Ticket Id source ID
    Alert Id Vendor Ticket Data
    Alert State Status

CA Agile Central (Rally Software)

Create DevOps Incident

Excerpt Name: createDevOpsIncidentCA


  • Trigger
    You need to set a trigger condition for this flow to determine which Incidents should be sent to CA Agile Central. For example, you can use the following triggers:
    • Status = Resolved
    • Status Reason = Future Enhancement


  • Field Mapping

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

    ITSM fieldCA Agile Central field nameAdditional information
    PriorityPriorityIn the Vendor Field Mapping of the Map Vendor definition, the transformation values of Priority are defined.
    SummaryNameThe Incident ID is included as a part of the Summary.

    ScheduledStateDefault value is set to Not Started.
    PrioritySeverityIn the Vendor Field Mapping of the Map Vendor definition, the transformation values of Priority to Severity are defined.
    DescriptionDescriptionDefault field mapping
    Incident IDLabelIncident ID is included in the Summary and also added as a label on the issue.

    StateDefault value is set to Submitted.
    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
    • Use the Source Fields option and map it to one of the existing field from ITSM, for example, the Resolution Category Tier 2 field. Then, you can use the transformation option to map different ITSM Services to different technology services.

Sync Agile Central Defect

Excerpt Name: syncAgileDefect


  • Trigger
    Ensure that Tags is set to contains INC.
  • Field Mapping

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

    FieldValue
    VendorAgile Central
    Vendor Ticket IdObjectID
    Vendor Ticket PropertiesRetain out-of-the-box properties mapping

    Note

    You can change the out-of-the-box field mapping for the Status field.

    However, BMC recommends that you retain the existing mapping.

Sync Agile Central User Story

Excerpt Name: syncAgileUserStory

  • Trigger
    Ensure that Tags is set to contain INC.
  • Field Mapping
    Do not change the following out-of-the-box field mappings.

    FieldValue
    VendorAgile Central
    Vendor Ticket IdObjectID
    Vendor Ticket PropertiesRetain out-of-the-box properties mapping

    Note

    You can change the out-of-the-box field mapping for the Status field.

    However, BMC recommends that you retain the existing mapping.

IBM QRadar

Create incident from IBM QRadar offense 

Excerpt name:  incidentFromQRadar

  • Trigger

    Do not specify any trigger conditions.

  • Field Mapping

    BMC Helix Multi-Cloud Broker fields

    QRadar SIEM fields

    Summary

    Description

    Priority

    Severity

    Description

    • Description

    • Magnitude

    Status
    Note: The value of this field is set to New.

    NA

    Urgency

    Severity

    Impact

    Severity

    Incident Type
    Note: The value of this field is set to Infrastructure Event.

    NA

    Vendor
    Note: The value of this field is set to QRadar.

    NA

    Vendor Ticket Id

    Offense Id

Create security incident from QRadar offense

Excerpt name: securityIncidentFromQRadar

  • Trigger

    Ensure that status is set to open.

  • Field Mapping

    BMC Helix Multi-Cloud Broker fields

    QRadar SIEM fields

    Summary

    Description

    Priority

    Severity

    Description

    Description

    Status
    Note: The value of this field is set to New.

    NA

    Urgency

    Severity

    Impact

    Severity

    Incident Type
    Note: The value of this field is set to Security Incident.

    NA

    Reported Source
    Note: The value of this field is set to Other.

    NA

    Vendor
    Note: The value of this field is set to QRadar.

    NA

    Vendor Ticket Id

    Offense Id

    Webhook Condition Parameter
    Note: The value of this field is set to Remedy.

    NA

Multi-Cloud Worklog to IBM QRadar Offense Note

Excerpt Name: worklogtoQRadarNote

  • Trigger

    Do not change the out-of-the-box webhook trigger condition.

  • Field Mapping

    QRadar SIEM fields

    BMC Helix Multi-Cloud Broker fields

    Offense Id

    associatedGUID

    Note Text

    CommentText

    Note: To change the Note text, you can add conditional mapping in the flow.

Sync IBM QRadar Offense

Excerpt name: syncQRadarOffense

  • Trigger

    Do not specify any trigger conditions.

  • Field Mapping

    BMC Helix Multi-Cloud Broker fields

    QRadar SIEM fields

    Status

    Status

    Vendor
    Note: The value of this field is set to QRadar.

    NA

    Vendor Ticket Id

    Offense Id

    Vendor Ticket Properties
    Note: Retain the out-of-the-box mappings

    NA

Close IBM QRadar Offense

Excerpt Name: closeQRadarOffense

  • Trigger

    Field

    Value

    Condition is
    Note: In this field, retain the webhook condition.

    NA

    Include All Fields is

    True

    Source ID contains

    QRadar

  • Field Mapping

    BMC Helix Multi-Cloud Broker fields

    QRadar SIEM fields

    Vendor Ticket Id

    Offense ID

    Not applicable

    The status is set to Closed.


JIRA

Create Incident

Excerpt Name: createIncidentJira

  • Project
    To query for issues to send to ITSM, enter the name of the Jira projects.

  • Trigger

    The trigger condition determines the qualification criteria to create a ITSM ticket. You can use any field in your trigger condition. A single issue in Jira can only be related to a single record in ITSM.

    Note

    If you are also creating Work Orders and Change Requests from Jira, make sure the trigger condition is unique to creating an incident.

  • Field Mapping
    The default field mappings follow the best practices for mapping data from a Jira issue to a ITSM Incident. You can change these mappings.

    ITSM field

    Jira field

    Additional information

    PriorityPriorityDefault field mapping
    SummaryIssue SummaryDefault field mapping
    Company

    Out of the box, this field is mapped with the company created in BMC Helix Multi-Cloud Broker and ITSM.

    However, you can map any Jira field with a company value or build a transformation for any other field to set the company value. You must set the field to a value that matches the company you have created.

    DescriptionIssue DescriptionDefault field mapping
    Customer First and Last Name
    Map these fields to the Jira fields that map to users registered in ITSM. If you do not have fields in Jira that map to ITSM users, you can add a transformation or set predetermined values.
    Status
    For new incidents that are created in the system, set New as the predetermined value.
    Urgency and ImpactPriorityDefault field mapping
    Incident Type
    By default, this field is set to User Service Restoration.
    Reported Source
    By default, this field is set to Other.
    Vendor
    Select the vendor name tied to this flow. If you are integrating with multiple instances of Jira, set this value to the vendor mapping defined for that instance of Jira.
    Vendor Ticket Properties

    These properties are used by BMC Helix Multi-Cloud Broker to display Jira data in BMC Smart IT.

Create Change

Excerpt Name: createChangeJira

  • Project
    Enter the name of the Jira projects to query for issues to send to ITSM.
  • Trigger
    The trigger condition is an example of how to determine for which issue you should create an ITSM ticket. You can use any field in your trigger condition. A single issue in Jira can only be related to a single record in ITSM.

    Note

    If you are also creating Work Order and Incident Requests from Jira, make sure the trigger condition is unique to creating a change.

  • Field Mapping
    The default field mappings provided in the flow follow the best practices to map data from a Jira issue to Remedy Change Requests. You can change these mappings.
    The following values are mapped out-of-the-box:

    ITSM fieldJira fieldAdditional information
    Priority Priority Default field mapping
    Summary Issue Summary Default field mapping
    Company

    Set this field to your ITSM company.

    You can map any Jira field with a company value or build a transformation for any other field to set the company value.

    Description Issue Description Default field mapping
    Change ID Label The Change ID is included as a part of the Summary.
    Customer First and Last Name
    Map these fields to the Jira fields that map to users registered in ITSM. If you do not have fields in Jira that map to ITSM users, you can add a transformation or set predetermined values.
    Status
    Set the value of the field for creating a change request using one of the following options: - Set a predetermined value - Add a transformation to set from a value in Jira - Leave it blank to use the ITSM status.
    Urgency and Impact Priority The default transformation sets the value in ITSM with the priority from Jira. You can change this transformation.
    Risk Level
    By default, this value is set to Level 3. You can set this to appropriate value based on the data in the issue.
    Class
    By default, this value is set to Normal. You can set this to the appropriate value based on data in the issue.
    Change Type
    By default, this value is set to Change. You can set this to the appropriate value based on your business requirements.
    Vendor
    Select the vendor name tied to this flow. If you are integrating with multiple instances of Jira, this value should be set to the vendor mapping defined for that instance of Jira.
    Vendor Ticket ID Issue KeyDefault field mapping
    Vendor Ticket Properties

    These properties are used by BMC Helix Multi-Cloud Broker to display the Jira data in BMC Helix ITSM: Smart IT.

Create DevOps Change

Excerpt Name: devOpsChangeJira

  • Trigger
    You need to set a trigger condition for this flow to determine which change requests should be sent to Jira. For example, you can use the following triggers:

    • Categorization fields
    • Assignment of the change
    • Add a custom field as per your requirement

Note

The Create DevOps Change flow is used to send change requests to different instances of Jira and different DevOps vendors like Agile Central. Use the Technology Service mapping to determine the instance and vendor that the change should be sent to. This mapping is usually based on a value in the change request, and is done in the flow.

  • Field Mapping
    The following values are mapped out-of-the-box:

    ITSM fieldJira fieldDescription

    Project

    In the Vendor Field Mapping of the Map Vendor definition, the value of Jira project is set under fields.project.name . By default, project is set to MultiCloud .

    You should change this value to the appropriate project name. If you have a corresponding field in ITSM for the project name:

    1. Change the project field type to dynamic.
    2. Select the Field ID on the BMC Helix Multi-Cloud Broker record definition of the field that stores the ITSM project value.
    3. Define the mapping from the ITSM value to the Jira value. You can add the transformations to select the appropriate project based on the value received from ITSM.
    Priority Priority The Vendor Field Mapping section in the Map Vendor definition defines the transformation from the ITSM priority field to the Jira priority field. Update the mapping in the flow to update the value transformation from ITSM to Jira.
    Summary Issue Summary The Change ID is included as a part of the Summary.
    Categorization 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 own 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 change request categorization, we indicate which issue type to create in Jira.

    You can use other fields or transformations to create issue types in Jira. However, the value passed to the Issue Type must match the name of the issue.

    Description Issue Description Default field mapping
    Change ID Label The Change ID is included in the Summary and also added as a label on the issue.
    Technology Service

    The Create DevOps Change flow can be used to send change requests 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 Suite to create or update Jira issues.
    • Use the Source Fields option and map it to one of the existing field from ITSM, for example, the Service field. Then, you can use the transformation option to map different ITSM Services to different technology services.
      For example, if the value of the ITSM Service field is Jira Service, then, add the data transformation to map Jira Service to JIRA or JIRA.InstanceName.

Create DevOps Incident Flow

Excerpt Name: devOpsIncidentJira

  • 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 ITSM
    • Assignment of the incident
    • Add a custom field as per your requirement.

  • Field Mapping

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

    ITSM fieldJira fieldAdditional information
    Project

    In the Vendor Field Mapping of the Map Vendor definition, the value of Jira project is set under fields.project.name . By default, project is set to MultiCloud.

    You should change this value to the appropriate project name. If you have a corresponding field in ITSM for the project name:

    1. Change the project field type to dynamic.
    2. Select the Field ID on the BMC Helix Multi-Cloud Broker record definition of the field that stores the ITSM project value.
    3. Define the mapping from the ITSM value to the Jira value. You can add the transformations to select the appropriate project based on the value received from ITSM.
    PriorityPriorityDefault field mapping
    SummaryIssue SummaryThe Incident ID is included as a part of the Summary.
    Resolution Category Tier 3Issue TypeIn 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 own 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.

    DescriptionDescriptionDefault field mapping
    Incident IDLabelThe 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 Suite to create or update Jira issues.
    • Use the Source Fields option and map it to one of the existing field from ITSM, for example, the Service field. Then, you can use the transformation option to map different ITSM Services to different technology services.
      For example, if the value of the 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 DevOps Problem

Excerpt Name: devOpsProblemJira

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

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

    ITSM fieldJira fieldDescription

    Project

    In the Vendor Field Mapping of the Map Vendor definition, the value of Jira project is set under fields.project.name . By default, project is set to MultiCloud.

    You should change this value to the appropriate project name. If you have a corresponding field in ITSM for the project name:

    1. Change the project field type to dynamic.
    2. Select the Field ID on the BMC Helix Multi-Cloud Broker record definition of the field that stores the ITSM project value.
    3. Define the mapping from the ITSM value to the Jira value. You can add the transformations to select the appropriate project based on the value received from ITSM.
    Priority Priority Default field mapping
    Summary Issue Summary The Problem ID is included as a part of the Summary.
    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 own 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 problem 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
    Problem ID Label The Problem ID is included in the Summary and also added as a label on the issue.
    Technology Service

    The Create DevOps Problem flow can be used to send problem records 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 Suite to create or update Jira issues.
    • Use the Source Fields option and map it to one of the existing field from ITSM, for example, the Service field. Then, you can use the transformation option to map different ITSM Services to different technology services.
      For example, if the value of the ITSM Service field is Jira Service, then, add the data transformation to map Jira Service to JIRA or JIRA.InstanceName.

Create DevOps Work Order

Excerpt Name: DevOpsWOJira

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

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

    ITSM fieldJira fieldDescription

    Project

    In the Vendor Field Mapping of the Map Vendor definition, the value of Jira project is set under fields.project.name . By default, project is set to MultiCloud.

    You should change this value to the appropriate project name. If you have a corresponding field in ITSM for the project name:

    1. Change the project field type to dynamic.
    2. Select the Field ID on the BMC Helix Multi-Cloud Broker record definition of the field that stores the ITSM project value.
    3. Define the mapping from the ITSM value to the Jira value. You can add the transformations to select the appropriate project based on the value received from ITSM.
    Priority Priority Default field mapping
    Summary Issue Summary The Work Order ID is included as a part of the Summary.
    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 own 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 work order 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
    Problem ID Label The Work Order ID is included in the Summary and also added as a label on the issue.
    Technology Service

    The Create DevOps Work Order flow can be used to send work orders 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 Suite to create or update Jira issues.
    • Use the Source Fields option and map it to one of the existing field from ITSM, for example, the Service field. Then, you can use the transformation option to map different ITSM Services to different technology services.
      For example, if the value of the ITSM Service field is Jira Service, then, add the data transformation to map Jira Service to JIRA or JIRA.InstanceName.

Sync Jira Issue Flow

Excerpt Name: syncJiraIssue

Use this flow when you do not want to directly synchronize data between tickets.

  • Trigger

    FieldValue
    Project
    Select the appropriate project
    Is New

    is false

  • Field Mapping

    FieldValue
    VendorIf you are integrating with multiple instances of Jira, select Target Values and then select the appropriate JIRA.<instance name>.


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

    FieldValue
    Vendor Ticket IdIssue Key
    Vendor Ticket Properties

    Retain the out-of-the-box properties mapping.

    Note

    You can change the out-of-the-box field mapping for the Status field.

    However, BMC recommends that you retain the existing mapping.

  • Trigger
    Retain the values that are available out-of-the-box.
  • Field mapping
    Do not change the following out-of-the-box field mappings.
    FieldValue
    VendorJira
    Vendor Ticket IdIssue Key
    Vendor Ticket PropertiesRetain the out-of-the-box properties mapping.

Sync Jira Issue Comment

Excerpt Name: syncJiraIssueComment

  • Trigger

    FieldValue
    Project
    Select the appropriate project. The flow will not function as expected if the Project is not specified.
    Labels

    matches INC|CRQ

  • Field Mapping

    FieldValue
    VendorIf you are integrating with multiple instances of Jira, select Target Values and then select the appropriate JIRA.<instance name>.

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

    FieldValue
    text
    Retain the prefix, "Jira added a note"
    post_type

    comment#remedy

    vendorTicketIdIssue Key
    commentIdComment ID
    Attachment Object 1Attachment Object 1
    Attachment Object 2Attachment Object 2
    Attachment Object 3Attachment Object 3
  • Trigger

    Retain the values that are available out-of-the-box.

  • Field mapping

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

    FieldValue
    textRetain the prefix Comment Body
    post_typecomment#remedy
    VendorJIRA
    Vendor Ticket IdIssue Key
    commentIdComment ID
    Attachment Object 1Attachment Object 1
    Attachment Object 2Attachment Object 2
    Attachment Object 3Attachment Object 3

JIRA Service Desk

Create incident from Jira Service Desk

Excerpt Name: incidentJiraServiceDesk

  • 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

Excerpt Name: syncJiraServiceDeskIssue

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

    FieldValue
    VendorJira Service Desk
    Vendor Ticket IdIssue Key
    Vendor Ticket PropertiesRetain the out-of-the-box properties mapping.

Sync JIRA Service Desk Issue Comment

Excerpt Name: syncJiraServiceDeskIssueComment

  • 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.

    FieldValue
    textComment Body
    post_typecomment#remedy
    ticket_typeincident
    VendorJIRA Service Desk
    Vendor Ticket Id

    Issue Key

    commentIdComment ID
    AuthorComment Author
    Attachment Object 1Attachment Object 1
    Attachment Object 2Attachment Object 2
    Attachment Object 3Attachment Object 3


Create Jira Service Desk Request

Excerpt Name: createjiraservicedeskrequest

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

    FieldValue
    Condition is${webhookContext.466000228} = "Jira Service Desk"
    Include All Fields istrue
    is Newis true
  • Field Mapping

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

      FieldValue
      Issue SummarySummary
      LabelsRemedy Incident Number
    • Flow Target 2 (BMC Helix Multi-Cloud Broker)
      The following mappings are provided out-of-the-box:

      FieldValue
      Status
      Note: The value of this field is set to New.
      NA
      Parent Ticket IdID
      Parent Ticket Type Note: 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 (ITSM)
      The following mappings are provided out-of-the-box:

      FieldValue
      Incident NumberRemedy Incident Number
      Broker Vendor NameWebhook Condition Parameter



Update Jira Service Desk Issue from Multi-Cloud Incident

Excerpt Name: updatejsdissuefrommulticloudincident

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

    FieldValue
    Condition is${webhookContext.466000243} = "true"
    Include All Fields istrue
    Record Event equalsupdate
    Source ID containsNA
  • Field Mapping

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

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

      FieldValue
      Issue Key(Target 1) Vendor Ticket Id
      Issue DescriptionDescription
      Issue SummarySummary
    • Flow Target 3 (BMC Helix Multi-Cloud Broker)
      The following mappings are provided out-of-the-box:

      FieldValue
      incidentNumberRemedy Incident Number
      Sync Vendor Ticketfalse


Sync Jira Service Desk Issue to Multi-Cloud Incident

Excerpt Name: syncjsdissuetomulticloudincident

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:

    FieldValue
    Project isNA
    Is Modifiedis true
    Labels matchesINC
  • Field Mapping

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

      FieldValue
      StatusStatus
      Vendor Ticket IdIssue 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:

      FieldValue
      Issue Key(Target 1) Vendor Ticket Id
      Issue DescriptionDescription
      Issue SummarySummary
    • Flow Target 3 (BMC Helix Multi-Cloud Broker)
      The following mappings are provided out-of-the-box:

      FieldValue
      incidentNumber(Target 1) Parent Ticket Id
      Summary(Target 1) Issue Summary
      Description(Target 1) Issue Description
      PriorityPriority

Update Remedy Incident from Multi-Cloud Incident

ExcerptName: updateremedyincidentfrommcsmincident

Use this flow to sync Remedy incident from a Multi-Cloud incident.

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

    FieldValue
    Condition is${webhook.Context466000244} = "true"
    Include All Fieldsis true
    Record Event matchesupdate
  • Field Mapping

    • Flow Target 1 (ITSM)
      The following mappings are provided out of the box:

      FieldValue
      Incident NumberRemedy Incident Number
      DetailsDescription
      Priority Important: The value of this field is set to Priority.

      NA

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

      FieldValue
      Incident NumberRemedy Incident Number
      Sync Remedy Ticketfalse


Microsoft Azure

Create DevOps Incident

Excerpt Name: devOpsIncidentAzure

  • Trigger
    You need to set a trigger condition for this flow to determine which Incidents should be sent to Azure DevOps. For example, you can use the following triggers:

    • Status = Resolved
    • Status Reason = Future Enhancement0


  • Field Mapping

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

    ITSM fieldAzure DevOps field nameAdditional information
    Summary Summary None
    Priority Priority None
    Company Company None
    Description Notes None
    Status Status None
    Incident Number Incident number Incident Number is added as a label on the issue.
    Service Service None
    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 Azure DevOps integration, from the Target Values list, select Azure DevOps. This determines that the connector process is invoked in BMC Helix Innovation Suite to create or update Jira issues.
    • Use the Source Fields option and map it to one of the existing field from ITSM, for example, the Service field. Then, you can use the transformation option to map different ITSM Services to different technology services.
      For example, if the value of the ITSM Service field is Azure DevOps Service, then, add the data transformation to map Azure DevOps Service to Azure DevOps.

    For Azure DevOps, the Webhook Condition Parameter defined in the Field Mappings sets the Technology Service to Azure DevOps if the value of Resolution Category 2 is set to Azure DevOps.

    Note

    Selection of the Azure DevOps as vendor service is based on the Webhook Condition Parameter field mapping. The  Webhook Condition Parameter  field is mapped to Resolution Category.   If  Resolution Category Tier 2  is  Azure DevOps , the value of the parameter is set to  Azure DevOps else If  Resolution Category Tier 2  is any other value,   the parameter is set to blank quotes  " "  and any transformation defined for the  Technology Service  field is used to determine the vendor service.

    Warning

    Do not modify the Webhook Condition Parameter defined in the field mapping.


Create Azure DevOps Work Item

Excerpt Name: devOpsWOAzure

  • Trigger
    Do not modify the trigger condition defined for this flow. The trigger is based on a Webhook subscription defined in BMC Helix Innovation Suite.

  • Field Mapping

    This flow is a series of sub-flows. Field mappings are defined for each sub-flow.

    Warning

    Do not modify the Webhook Condition Parameter defined in the field mapping.

    • Flow Target 1 - Azure DevOps (BMC Helix Multi-Cloud Broker to Azure DevOps fields)

      Azure DevOps field

      BMC Helix Multi-Cloud Broker fields

      Additional information
      StateStatusNone
      TitleSummaryNone
      Work Item TypeResolution Category 3None
      Acceptance CriteriaDescriptionNone
      DescriptionDescriptionNone
      PriorityPriorityNone
      TagsRemedy Incident NumberNone
    • Flow Target 2 - Multi-Cloud (BMC Helix Multi-Cloud Broker fields)

      BMC Helix Multi-Cloud Broker fields

      BMC Helix Multi-Cloud Broker fields

      Additional information
      StatusNot applicableDefault value is set to New.
      VendorNot applicable

      Using the Webhook Condition parameter value set in the BMC Helix Multi-Cloud Broker incident, value is set to Azure DevOps

      Parent Ticket IDID
      Parent Ticket TypeNot applicableDefault value is set to Incident.
      Vendor Ticket IDID
    • Flow Target 3 (BMC Helix Multi-Cloud Broker to ITSM fields)

      BMC Helix Multi-Cloud Broker fields

      ITSM fieldsAdditional information
      Incident NumberRemedy Incident Number Incident Number is added as a label on the issue.
      Broker Vendor NameAzure DevOps

      Using the Webhook Condition parameter value set in the BMC Helix Multi-Cloud Broker incident, value is set to Azure DevOps

Create incident from Azure DevOps

Excerpt Name: createIncidentFromAzure

  • Trigger
    Set the Work Item Type value to the type of Azure DevOps work item you want to broker.
    Ensure that the value of the Tags field matches to (INC|CRQ)\d+.
  • Field Mapping (Azure DevOps to BMC Helix Multi-Cloud Broker mapping)

    Azure DevOps fields

    BMC Helix Multi-Cloud Broker fields

    Additional information
    TitleSummaryNone
    PriorityPriorityNone
    StateStatusNone
    DescriptionDescriptionNone
    SeverityUrgencyNone
    PriorityImpactNone
    Not applicableIncident TypeDefault value is set to User Service Restoration
    Not applicableVendorDefault value is set to Azure DevOps

    Note

    Set the Webhook Condition Parameter to Remedy.

Create change from Azure DevOps

Excerpt Name: createChangeFromAzure

  • Trigger
    Do not change the out-of-the-box trigger conditions.
  • Field Mapping (Azure DevOps to BMC Helix Multi-Cloud Broker mapping)

    The following table lists the out-of-the-box field mappings. You must set the target values for Company, Vendor, Customer First Name, Customer Last Name fields when using the flow from the template.

    Azure DevOps fields

    BMC Helix Multi-Cloud Broker fields

    TitleSummary
    PriorityPriority
    DraftStatus
    DescriptionDescription
    SeverityUrgency
    PriorityImpact
    RiskRisk Level
    NormalClass
    ChangeChange Type
    RemedyWebhook Condition Parameter

Sync Azure DevOps Work Item

Excerpt Name: syncAzureWorkItem

  • Trigger
    Ensure that value of the Tags field matches to (INC|CRQ)\d+.

  • Field Mapping
    The following out-of-the-box field mappings should not be changed:

    Azure

    BMC Helix Multi-Cloud Broker fields

    Additional information
    StateStatusNone
    Not applicableVendorDefault value is set to Azure DevOps
    IDVendor Ticket IdNone
    Not applicableVendor Ticket propertiesRetain out-of-the-box properties mapping and add additional properties as needed.

Sync Azure DevOps Work Item Comment

Excerpt Name: syncAzureWorkItemComment

  • Trigger
    Ensure that Tags contains INC.

    Do not delete Web hooks filter trigger conditions.

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

    FieldValue
    textComment Body
    post_typecomment#remedy
    ticket_typeAdd source fields, target values, or text
    ticketNumberAdd source fields, target values, or text
    VendorAzure DevOps
    vendorTicketIdComment WorkItem Id
    commentIdComment Id
    AuthorComment Author
    Attachment Object 1Add source fields, target values, or text
    Attachment Object 2Add source fields, target values, or text
    Attachment Object 3Add source fields, target values, or text

    Note

    To send a comment from Azure DevOps to ITSM, add the keyword $mcsm before the comment in the Azure DevOps work item.

Multi-Cloud Worklog to Azure DevOps comment

Excerpt Name: MCWorklogAzureComment

  • Trigger
    Do not modify the trigger condition defined for this flow. The trigger is based on a Webhook subscription defined in BMC Helix Innovation Suite.
  • Field Mapping (Azure DevOps to BMC Helix Multi-Cloud Broker mapping)


    Azure

    BMC Helix Multi-Cloud Broker fields

    Additional information
    Work Item IdassociatedGUIDNone
    Comment BodyAuthor, CommentTextNone


Tag Azure DevOps Work Item with Remedy Incident Number

Excerpt Name: tagAzureWorkItemRemedyIncident

Warning

Do not modify the values defined for this flow. The values defined in this flow are used internally by BMC Helix Innovation Suite to add the Azure DevOps work item with the corresponding Remedy Incident ID.

  • Trigger

    FieldValue
    Condition isRetain the webhook condition
    Include All fields istrue
    Source ID starts withAzure DevOps
    Record Event equalsupdate
  • Field Mapping
    This flow is a series of sub-flows. Field mappings are defined for each sub-flow.

    • Flow Target 1 - Multi-Cloud (BMC Helix Multi-Cloud Broker to Azure DevOps fields)

      Azure DevOps field

      BMC Helix Multi-Cloud Broker fields

      Additional information
      Vendor Not applicableValue is set to Azure DevOps. Do not change this value.
      Parent ticket ID ID None
    • Flow Target 2 - Azure DevOps (BMC Helix Multi-Cloud Broker fields)

      BMC Helix Multi-Cloud Broker fields

      BMC Helix Multi-Cloud Broker fields

      Additional information
      ID Vendor Ticket ID None
      Tags Remedy Incident Number Incident Number is included in the Summary and also added as a label on the issue.

Tag Azure DevOps Work Item with Remedy Change Number flow

Excerpt Name: tagAzureWorkItemRemedyChange

Warning

Do not modify the values defined for this flow. The values defined in this flow are used internally by BMC Helix Innovation Suite to add the Azure DevOps work item with the corresponding Remedy Change ID.

  • Trigger

    FieldValue
    Condition isRetain the webhook condition
    Include All fields istrue
    Source ID starts withAzure DevOps
    Record Event equalsupdate
  • Field Mapping
    This flow is a series of sub-flows. Field mappings are defined for each sub-flow.

    Source: Multi-Cloud connector

    Flow Target 1 - BMC Helix Multi-Cloud Broker fields

    Flow Target 2 - Azure DevOps field
    Not applicable"Vendor" - input - will be specified by user on use of flow from templateNot applicable
    IDParent Ticket IdNot applicable
    Not applicableVendor Ticket IdID
    Remedy Change IDNot applicableTags

Remedyforce

Create incident from Remedyforce

Excerpt Name: CreateIncidentRemedyforce

  • Trigger

    FieldValue
    External Ticket Ref#not matches-INC
    Typeequals-Incident
  • Field Mapping

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

    FieldValue
    SummaryCategory
    PriorityPriority
    DescriptionDescription
    StatusStatus
    UrgencyUrgency
    ImpactImpact
    Incident TypeUser Service Restoration
    Reported SourceOther
    Vendor Ticket IdIncident #
    Vendor Ticket PropertiesRetain the out-of-the-box mapping
    Webhook Condition ParameterRemedy

    Notes

    • In addition to the above out-of-the-box mappings, when creating this flow from the catalog, you must enter Company, Customer First Name, Customer Last Name, and Vendor field values.
    • The Priority value of a ITSM incident is automatically calculated depending upon the values of Impact and Urgency values in ITSM. When you broker a ticket from Remedyforce to ITSM, the priority of the brokered ticket in ITSM might not be the same as was specified in the flow mapping. For instance, when you broker an incident from Remedyforce to ITSM with priority 4, the incident that is created in ITSM will be of priority medium and not low.

Sync Remedyforce Incident

Excerpt Name: syncRemedyforceIncident

  • Trigger

    FieldValue
    Is Newis false
    External Ticket Ref# containsINC
  • Field Mapping

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

    FieldValue
    StatusStatus
    Vendor Ticket IdIncident #
    Vendor Ticket PropertiesRetain the out-of-the-box mapping

    Note

    In addition to the above out-of-the-box mappings, when creating this flow from the catalog, you must enter Vendor field value.

Sync Remedyforce Incident notes

Excerpt Name: syncRemedyforceIncidentNotes

  • Trigger

    FieldValue
    Action equalsNotes
    External Ticket Ref# starts with
    INC
    Note not matches"Remedy user,.*, added a work note:"
  • Field Mapping

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

    FieldValue
    textNote
    post_typecomment#remedy
    AuthorStaff
    vendorTicketIdIncident #
    commentIdRecord ID

    Notes

    In addition to the above out-of-the-box mappings, when creating this flow from the catalog, you must enter Vendor field value.

Tag Remedyforce Incident with Remedy Incident Number flow

Excerpt Name: TagRemedyforceIncidentRemedyIncident

  • Trigger

    FieldValue
    Condition isRetain the webhook condition
    Record Event equals
    update
    is Newis false
    Remedy Incident Numberis not empty
    Source ID starts withSelect Remedyforce when using this flow from the catalog
  • Field Mapping

    Flow target 1 - Multi-Cloud connector

    FieldValue
    VendorRemedyforce
    Parent Ticket Idsource ID

    Flow target 2 - Remedyforce connector

    FieldValue
    Incident #Vendor Ticket Id
    External Ticket Ref#Remedy Incident Number

Multi-Cloud Worklog to Remedyforce Incident note flow

Excerpt Name: multiCloudWorklogRemedyforceIncidentNote

  • Trigger

    FieldValue
    Condition isRetain the webhook condition
  • Field Mapping

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

    FieldValue
    ActionNotes
    Incident #associatedGUID
    NoteRemedy user, Author, added a work note: CommentText

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

Excerpt Name: incidentActivityNoteRemedyforce

  • Trigger

    FieldValue
    Shared With Vendor equalsTrue
  • Field Mapping

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

    FieldValue
    textNotes
    post_typecomment#vendor
    ticketNumberIncident Number
    Attachment Object 1 > nameAttachment 1 filename
    Attachment Object 1 > contentsAttachment 1
    AuthorFull Name
    Webhook Condition ParameterBroker Vendor Name

Create Remedyforce Incident

Excerpt Name: createremedyforceincident

  • Trigger

    FieldValue
    Condition is${webhookContext.466000228} = "Remedyforce"
    Include All Fields istrue
    is Newis true
  • Field Mapping

    • Flow Target 1 (Remedyforce)
      The following field mappings are provided out-of-the-box:

      FieldValue
      DescriptionSummary
      Category
      Note: The value of this field is set to IT Services.
      NA
      External Ticket Ref#Remedy Incident Number
      Impact
      Note: The value of this field is set to Impact.
      NA
      Incident Type
      Note:
      The value of this field is set to Incident.
      NA
      Status
      Note: The value of this field is set to Status.
      NA
      Urgency
      Note: The value of this field is set to Urgency.
      NA


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

      FieldValue
      Status
      Note: The value of this field is set to New.
      NA
      VendorWebhook Condition Parameter
      Parent Ticket IdID
      Parent Ticket Type
      Note:
      The value of this field is set to Incident.
      NA
      Vendor Ticket IdIncident#
      Vendor Ticket Properties
      • Name
      • Id
      • LastModifiedDate
      • CreatedBy
      • Incident#
      • Record ID
      • Last Modified Date
      • Created By
    • Flow Target 3 (ITSM)
      The following field mappings are provided out-of-the-box:

      FieldValue
      Incident NumberRemedy Incident Number
      Broker Vendor NameWebhook Condition Parameter

Note

If you map the Time field from ITSM to Remedyforce, the following behavior occurs:

After an incident is created in Remedyforce, the value of the Time field is set based on the time zone setting of the Remedyforce user that is specified in the connector configuration. If you want the value of the time field in UTC, in Remedyforce, you can set the Time Zone setting to UTC Timezone.


Vendor ITSM

Create Incident from Vendor ITSM

Excerpt Name: incidentVendorITSM

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

Sync Vendor ITSM Incident

Excerpt Name: syncVendorIncident

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


Sync Vendor ITSM worklog

Excerpt Name: syncVendorWorklog

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


Sync Vendor ITSM worklog with Author

Excerpt Name: syncVendorWorklogAuthor

Note

This flow is available for ITSM version 9.1.06 or later

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

Salesforce Service Cloud

Create Incident from Service Cloud

Excerpt Name: createIncidentServiceCloud

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

Sync Service Cloud Case

Excerpt Name: syncServiceCloudCase

  • Trigger
    Retain the values that are available out-of-the-box.
  • Field Mapping
    Do not change the following out-of-the-box field mappings.

    FieldValue
    StatusStatus (transformation set as Closed > resolved)
    VendorService Cloud
    Vendor Ticket IdCase Number
    Vendor Ticket PropertiesRetain the out-of-the-box properties mapping.

Sync Service Cloud Case Comment

Excerpt Name: syncServiceCloudCaseComment

  • Trigger
    Retain the values that are available out-of-the-box.
  • Field Mapping
    Do not change the following out-of-the-box field mappings.

    FieldValue
    textRetain the prefix, "Service Cloud added a note"
    post_typecomment#remedy
    ticket_typeincident
    Vendor Ticket IdParent
    commentIdCase Comment ID


Sync Service Cloud Chatter Feed Comment

Excerpt Name: syncServiceCloudChatterFeed

  • Trigger
    Retain the values that are available out-of-the-box.
  • Field Mapping
    Do not change the following out-of-the-box field mappings.

    FieldValue
    textComment Body
    post_typecomment#remedy
    ticket_typeincident
    VendorService Cloud
    vendorTicketIdParent
    commentIdFeed Comment ID
    AuthorCreated By
    Attachment Object 1 name Path On Client
    Attachment Object 1 contents Version Data


Multi-Cloud Worklog to Chatter feed

Excerpt Name: multicloudChatterFeed

  • Trigger

    FieldValue
    Condition isRetain the webhook condition
    Attachment Group Id is empty
  • Field Mapping
    Do not change the following out-of-the-box field mappings.

    FieldValue
    Comment BodyRemedy user, Author, added a work note, CommentText
    Parent TypeCase
    ParentassociatedGUID


Multi-Cloud Worklog with attachment to Service Cloud Chatter feed

Excerpt Name: multicloudWorklogAttachment

  • Trigger

    FieldValue
    Condition isRetain the webhook condition
    Attachment Group Id is not empty
  • Field Mapping
    Do not change the following out-of-the-box field mappings.

    FieldValue
    TitleAttachment Object 1
    Path On Client Attachment Object 1
    Version Data Attachment Object 1
    Comment BodyRemedy user, Author, added a work note, CommentText
    Parent TypeCase
    ParentassociatedGUID
    Related RecordAttachment Object 1


Sync Service Cloud attachments

Excerpt Name: syncServiceCloudAttachment

  • Trigger
    The out-of-the-box trigger checks for attachments whose file names are prefixed with the string, Remedy. If required, you can update the trigger to change the string that BMC Helix Multi-Cloud Broker will check for in the attached file name.
  • Field Mapping
    Retain the values that are available out-of-the-box.


Sync Incident

Excerpt Name: syncIncidentServiceCloud

  • Trigger

    FieldValue
    Broker Vendor Nameis not empty
  • Field Mapping
    The following field mappings are provided out-of-the-box.

    FieldValue
    incidentNumberIncident Number
    Summary Summary
    Description Notes
    StatusStatus
    PriorityPriority
    UrgencyUrgency
    ImpactImpact

Multi-Cloud Worklog to Service Cloud Chatter Feed Item

Excerpt Name: multicloudworklogfeeditem

  • Trigger

    FieldValue
    Condition is${webhookContext.466000228} ="Service Cloud" AND ${webhookContext.304412011} = "comment#vendor"
    Include All Fields istrue
    Attachment Group Id is not emptyNA
  • Field Mapping

    • Flow Target 1 (Service Cloud - To create a new content version)
      The following mappings are provided out-of-the-box:

      FieldValue
      Parent Type Note: The value of this field is set to Case.NA
      Parent associatedGUID
      BodyCommentText

Multi-Cloud Worklog with attachment to Service Cloud Chatter Feed Item

Excerpt Name: multicloudworklogattachmentfeeditem

  • Trigger

    FieldValue
    Condition is${webhookContext.466000228} ="Service Cloud" AND ${webhookContext.304412011} = "comment#vendor"
    Include All Fields istrue
    Attachment Group Id is not emptyNA
  • Field Mapping

    • Flow Target 1 (Service Cloud - To create a new content version)
      The following mappings are provided out-of-the-box:

      FieldValue
      TitleAttachment Object 1
      Path on ClientAttachment Object 1
      Version DataAttachment Object 1
    • Flow Target 2 (Service Cloud - To create a new feed item)
      The following mappings are provided out-of-the-box:

      FieldValue
      Parent Type
      Note: The value of this field is set to Case.
      NA
      ParentassociatedGUID
      BodyCommentText
      Related RecordAttachment Object 1


Sync Service Cloud Chatter Feed Item

Excerpt Name: syncfeeditem

  • Trigger

    FieldValue
    Body not starts withITSM User
    Parent Type equalsCase
    Is New is trueNA
    Feed Item Type is one ofText Post Content Post
  • Field Mapping

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

      FieldValue
      textBody
      post_type Note: The value of this field is set to comment#remedy.NA
      vendorTicketIdParent
      commentIdFeed Item ID
      AuthorCreated By
      Attachment Object 1
      • name
      • contents
      • Path On Client
      • Version Data


TrueSight Operations Management

TSOM Event to create ITSM Incident via MCSM

Excerpt Name: TSOMeventITSMIncident

  • Trigger
    Do not modify the trigger condition defined for this flow. The trigger is based on a webhook subscription defined in BMC Helix Innovation Suite.

  • Field Mapping

    This flow has a series of subflows. Field mappings are defined for each sub-flow.

    Warning

    Do not modify the Webhook Condition Parameter defined in the field mapping.

    • Flow Target 1 - ITSM for PSR (Create or update incident)

      FieldValue
      Short DescriptionEvent Message
      Created_By
      Note:
      The value of this field is set to BiiARS.
      NA
      Work_Info_DetailsApplication ID is not empty, Class Name equals APM_INCIDENT_EV
      Work_Info_SecureLog
      Note:
      The value of this field is set to Yes.
      NA
      Work_Info_ViewAccess
      Note:
      The value of this field is set to Internal.
      NA
      Work_Info_Source
      Note:
      The value of this field is set to BMC Impact Manager Event.
      NA
      mc_ueidEvent Id
      Status_EventEvent Status
    • Flow Target 2 - ITSM for PSR (Update incident with event information)

      FieldValue
      Short Description Note: The value of the short description is the output of the first action of this flowNA
      mc_ueidEvent Id
      EventPriorityEvent Priority
      EventSource Note: The value of this field is set to BPPM.NA
      EventMoM
      Note:
      The value of this field is set to BPPM.
      NA
      EventSeverityEvent Severity
      EventStatusEvent Status
      Action
      Note:
      The value of this field is set to CREATE_EVENT.
      NA
    • Flow Target 3 - Multi-Cloud (Create incident)

      FieldValue
      SummaryEvent Message
      PriorityEvent Priority
      CompanyITSM Company
      DescriptionEvent Message
      Status
      Note:
      The value of this field is set to New.
      NA
      UrgencyEvent Priority
      ImpactEvent Severity
      Incident Type
      Note:
      The value of this field is set to Infrastructure Event.
      NA
      Reported Source
      Note:
      The value of this field is set to BMC Impact Manager Event.
      NA
      Vendor
      Note:
      The value of this field is set to TrueSight Ops Mgmt for PSR.
      NA
    • Flow Target 4 - Multi-Cloud (Update vendor ticket data)

      FieldValue
      StatusEvent Status
      Vendor Note: The value of this field is set to TrueSight Ops Mgmt for PSR.NA
      Vendor Ticket Properties Note: Do not change the out-of-the-box mappings.NA

Sync Incident

Excerpt Name; syncIncidentTSOM

  • Trigger

    FieldValue
    Broker Vendor Name The value of this field is set to is not empty.
  • Field Mapping

    Following are the out-of-the-box field mappings:

    FieldValue
    incidentNumberIncident Number
    SummarySummary
    DescriptionNotes
    StatusStatus
    PriorityPriority
    UrgencyUrgency
    ImpactImpact
    CompanyCompany

Incident Create/Update to informational Event Create/Update

Excerpt Name: incidentCreateEventCreate

  • Trigger

    Do not specify any trigger conditions for this flow.

  • Field Mapping

    Following are the out-of-the-box field mappings:

    FieldValue
    Event Classcomponent_id is not empty
    Class Namecomponent_id is not empty
    Cell Namecell_name
    Relation SourceEventId
    Event MC UeidEventId
    Routing IDcell_name
    Routing Typecellname
    Incident Priorityincident_priority
    Incident Status Note: The value of this status is set to Incident_Status.NA

ServiceNow

Create incident from ServiceNow

Excerpt Name: createincidentfromservicenow

  • Trigger

    Do not specify any trigger conditions for this flow.

  • Field Mapping

    Following are the out-of-the-box field mappings:

    FieldValue
    SummaryShort description
    PriorityPriority
    DescriptionDescription
    Status Note: The value of this field is set to New.NA
    UrgencyUrgency
    ImpactImpact
    Incident Type Note: The value of this field is set to User Service Request.NA
    Vendor Note: The value of this field is set to ServiceNow.NA
    Vendor Ticket IdIncident Number
    Vendor Ticket PropertiesThe following list provides examples of fields that are mapped with each other:
    • impact—Impact
    • urgency—Urgency
    • state—State
    • short_description—Short description
    Webhook Condition Parameter Note: The value of this field is set to Remedy.NA

Create incident from ServiceNow Webhook

Excerpt Name: createincidentfromservicenowwebhook

  • Trigger

    Do not specify any trigger conditions for this flow.

  • Field Mapping

    Following are the out-of-the-box field mappings:

    FieldValue
    SummaryShort description
    PriorityPriority
    DescriptionDescription
    Status Note: The value of this field is set to New.NA
    UrgencyUrgency
    ImpactImpact
    Incident Type Note: The value of this field is set to User Service Request.NA
    Vendor Note: The value of this field is set to ServiceNow.NA
    Vendor Ticket IdIncident Number
    Vendor Ticket PropertiesThe following list provides examples of fields that are mapped with each other:
    • impact—Impact
    • urgency—Urgency
    • state—State
    • short_description—Short description
    Webhook Condition Parameter Note: The value of this field is set to Remedy.NA

Create ServiceNow Incident ticket

Excerpt Name: createsnowincidentticket

  • Trigger

    Retain the following out-of-the-box trigger conditions:

    FieldValue
    Condition is${webhookContext.466000228} = "ServiceNow"
    Include All Fields istrue
    is New is trueNA
  • Field Mapping

    • Flow Target 1 (Service Cloud - To create a new incident)
      The following mappings are provided out-of-the-box:

      FieldMapping
      ImpactNote: The value of this field is set to Impact.NA
      UrgencyNote: The value of this field is set to Urgency.NA
      Short DescriptionSummary
      DescriptionDescription
      Correlation display Note: The value of this field is set to REMEDY.NA
      Correlation id Remedy Incident Number
    • Flow Target 2 (Multi-Cloud - To create vendor ticket data)

      The following mappings are provided out-of-the-box:

      FieldMapping
      Status Note: The value of this field is set to New.NA
      Parent Ticket IdID
      Parent Ticket Type
      Note: The value of this field is set to Incident.
      NA
      Vendor Ticket IdNumber
      Vendor Ticket Properties
      • impact
      • urgency
      • priority
      • contact_type
      • Impact
      • Urgency
      • Priority
      • Contact Type
    • Flow Target 3 (ITSM - To update an existing incident)
      The following mappings are provided out-of-the-box:

      FieldValue
      Incident NumberRemedy Incident Number
      Broker Vendor NameWebhook Condition Parameter

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