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.

Reference of integration between BMC Helix ITSM incidents and Jira issues by using BMC Helix Integration Service

To establish the integration with Jira for incident requests,  you must configure the connectors, flows, and connector targets. This section provides the required information that you need to establish the integration between BMC Helix ITSM and Jira.

List of connectors for integration with Jira

You need to configure the following connectors when setting up integration with Jira. These connectors are integration points for the respective applications. For instance, to send the data from BMC Helix Multi-Cloud Broker to Jira, you need to create a flow from Multi-Cloud connector to Jira connector.

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

    FieldValue
    SiteSelect the site that you created for Remedy.
    AR serverEnter the name of your on-premises AR System server.
    AR server portEnter 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 Open link .

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

    FieldValue
    NameEnter a name for the connector configuration.
    SiteSelect the appropriate site for your email server.
    Connection typeSelect the type of connection for your email server.
  • Account
    Add an email account to be used for sending error notifications.

  • Configuration

    FieldValue
    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 AuthorityCopy 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.

List of flows for integration with Jira

You can configure the following flows when setting up integration with Jira. Each flow is self descriptive, for example to create an incident in BMC Helix ITSM from Jira, you must configure Create Incident flow.

  • 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.

  • 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.

  • 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).

  • 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.

  • 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.

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
    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

List of connector targets for integration with Jira

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

To sync data, such as a brokered incident from Jira to BMC Helix ITSM, after the data has come in to BMC Helix Multi-Cloud Broker, you must configure the BMC Helix Multi-Cloud Broker ITSM connector target and set it in the Connector Process ITSM. To send data from BMC Helix ITSM to Jira, after the data has come into BMC Helix Multi-Cloud Broker, you must configure the MCSM JIRA connector target and set it in the Connector Process JIRA.


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

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