Reference of integration between BMC Helix ITSM incidents and Jira issues 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
  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.

• Configuration

  Field	Value
  Name	Enter a name for the connector configuration
  Site	For each on-premises Jira instance, select the site that you created. For cloud instances of Jira instances, select Cloud as the site.
  Jira Server Hostname	Enter the name of your Jira server.
  Jira server Port	Enter the port number of the Jira server. Enter 443 if your Jira server is SSL enabled.
  Protocol	Enter the protocol used by the Jira server.
  Certificate Authority	Copy the contents of a self-signed certificate.

  Important

  If you need to integrate with multiple Jira instances, add a Connector Configuration for each instance.

• Account
  • Add the account of a Jira user who can view and update Jira issues.
  • For an on-premises instance of JIRA, enter the password for the user. For a cloud instance of JIRA, enter the API token for the user.
  • If you need to integrate with multiple Jira instances, add an account for each of the Jira instances.

• 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.
  

• 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
  Priority	Priority	Default field mapping
  Summary	Issue Summary	Default 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.
  Description	Issue Description	Default 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 Impact	Priority	Default 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.

• 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 field	Jira field	Additional 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: Change the project field type to dynamic. Select the Field ID on the BMC Helix Multi-Cloud Broker record definition of the field that stores the ITSM project value. 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 Incident ID is included as a part of the Summary.
  Resolution Category Tier 3	Issue Type	In the Vendor Field Mapping of the Map Vendor definition, the value of Issue Type is set under field.issuetype.name for the instance of Jira you are integrating with. Jira provides several issue types out of the box and also enables users to create their 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.
  Description	Description	Default field mapping
  Incident ID	Label	The Incident ID is included in the Summary and also added as a label on the issue.
  Technology Service		The Create DevOps Incident flow can be used to send incidents to other DevOps vendors like Jira. You can use one of the following options: Use the Target Values option and select the Technology Service from the list. Target Values shows the list of vendor mappings that you add in the vendor metadata configuration earlier. For the Jira integration, from the Target Values list, select JIRA or the name of your Jira instance (if you have provided an instance in the vendor metadata configuration). This determines that the connector process is invoked in BMC Helix Innovation 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).

• Trigger

  Field	Value
  Shared with Vendor	True

• Field Mapping

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

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

  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.

• Trigger

  Field	Value
  Shared with Vendor	True

• Field Mapping

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

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

  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.

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

• Trigger

  Field	Value
  Project	Select the appropriate project
  Is New	is false

• Field Mapping

  Field	Value
  Vendor	If 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.

  Field	Value
  Vendor Ticket Id	Issue 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.

  Field	Value
  text	Retain the prefix Comment Body
  post_type	comment#remedy
  Vendor	JIRA
  Vendor Ticket Id	Issue Key
  commentId	Comment ID
  Attachment Object 1	Attachment Object 1
  Attachment Object 2	Attachment Object 2
  Attachment Object 3	Attachment Object 3

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

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