Reference of integration between BMC Helix ITSM and Azure DevOps by using BMC Helix Integration Service

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

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

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

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

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

• Configuration

  Field	Value
  Name	Enter a name for the connector configuration.
  Site	Select Cloud as the site.
  Azure DevOps Cloud Service URL	Enter https://dev.azure.com
  Azure DevOps Services Organization	Enter the name of the organization defined for Azure DevOps Services.
  API Version	Select 5.0.

• Account
  • Add the account of a Azure DevOps user who can view and update work items

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

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

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

• 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 field	Azure DevOps field name	Additional 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.

• 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
    State	Status	None
    Title	Summary	None
    Work Item Type	Resolution Category 3	None
    Acceptance Criteria	Description	None
    Description	Description	None
    Priority	Priority	None
    Tags	Remedy Incident Number	None

  • 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
    Status	Not applicable	Default value is set to New.
    Vendor	Not applicable	Using the Webhook Condition parameter value set in the BMC Helix Multi-Cloud Broker incident, value is set to Azure DevOps
    Parent Ticket ID	ID
    Parent Ticket Type	Not applicable	Default value is set to Incident.
    Vendor Ticket ID	ID

  • Flow Target 3 (BMC Helix Multi-Cloud Broker to ITSM fields)

    BMC Helix Multi-Cloud Broker fields	ITSM fields	Additional information
    Incident Number	Remedy Incident Number	Incident Number is added as a label on the issue.
    Broker Vendor Name	Azure DevOps	Using the Webhook Condition parameter value set in the BMC Helix Multi-Cloud Broker incident, value is set to Azure DevOps

• 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
  Title	Summary	None
  Priority	Priority	None
  State	Status	None
  Description	Description	None
  Severity	Urgency	None
  Priority	Impact	None
  Not applicable	Incident Type	Default value is set to User Service Restoration
  Not applicable	Vendor	Default value is set to Azure DevOps

  Note

  Set the Webhook Condition Parameter to Remedy.

• 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
  Title	Summary
  Priority	Priority
  Draft	Status
  Description	Description
  Severity	Urgency
  Priority	Impact
  Risk	Risk Level
  Normal	Class
  Change	Change Type
  Remedy	Webhook Condition Parameter

• 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
  State	Status	None
  Not applicable	Vendor	Default value is set to Azure DevOps
  ID	Vendor Ticket Id	None
  Not applicable	Vendor Ticket properties	Retain out-of-the-box properties mapping and add additional properties as needed.

• 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.

  Field	Value
  text	Comment Body
  post_type	comment#remedy
  ticket_type	Add source fields, target values, or text
  ticketNumber	Add source fields, target values, or text
  Vendor	Azure DevOps
  vendorTicketId	Comment WorkItem Id
  commentId	Comment Id
  Author	Comment Author
  Attachment Object 1	Add source fields, target values, or text
  Attachment Object 2	Add source fields, target values, or text
  Attachment Object 3	Add 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.

• 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 Id	associatedGUID	None
  Comment Body	Author, CommentText	None

• Trigger

  Field	Value
  Condition is	Retain the webhook condition
  Include All fields is	true
  Source ID starts with	Azure DevOps
  Record Event equals	update

• 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 applicable	Value 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.

• Trigger

  Field	Value
  Condition is	Retain the webhook condition
  Include All fields is	true
  Source ID starts with	Azure DevOps
  Record Event equals	update

• 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 template	Not applicable
  ID	Parent Ticket Id	Not applicable
  Not applicable	Vendor Ticket Id	ID
  Remedy Change ID	Not applicable	Tags

• Trigger

  Field	Value
  Flow Target	Multi-Cloud

• Field Mapping

  Field	Value
  To	Enter the email account that will receive the error notification.
  Subject	Flow Title
  From 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.
  

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