Reference of integration between BMC Helix ITSM known errors and Jira issues by using BMC Helix Integration Service
To establish the integration with Jira for known error requests, you must configure the relevant connectors and flows. Refer the following 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.
Multi-Cloud connector
- 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
Jira
- Configuration
If you are integrating with an on-premises instance of BMC Helix ITSM, enter values for the following fields:
Field
Value
Name Enter a name for the connector configuration Site For each on-premises Jira instance, select the site that you created.
For Jira instances in the cloud, 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. - If you need to integrate with multiple instances of Jira, add a Connector Configuration for each instance.
- Account
- Add the account of a Jira user who can view and update Jira issues.
- If you need to integrate with multiple Jira instances, add an account for each of the Jira instances.
- Configuration
AR system
The following definition is provided as internal forms configuration in the connector in the out-of-the-box schema:[ { "label": "Known Error", "name": "PBM:Known Error", "trigger": "PBM:Known Error", "create": "PBM:ProblemInterface_Create", "update": "PBM:KnownErrorInterface", "query": "PBM:Known Error", "resultKeyField": "1000000979", "keyField":"1000000979" }, { "label": "Known Error WorkLog", "name": "PBM:Known Error WorkLog_People", "trigger": "PBM:Known Error WorkLog_People", "create": "PBM:Known Error WorkLog" } ]
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 a known error request in BMC Helix ITSM from Jira, you must configure the Create Known Error from Jira Issue flow.
Create flows
Create Known Error from Jira Issue
Trigger conditions
The following conditions are provided out-of-the-box:Field Value Project is NA Labels not matches (INC|CRQ|PBI|WO|PKE)\d+ Field mapping
The following mappings are provided out-of-the-box:Flow Target 1 (BMC Helix Multi-Cloud Broker)
Field Value Description Issue description Impact Priority Summary Issue Summary Urgency Priority View Access
Note: The value of this field is set to Internal.NA Known Error Status Status Target Date Due date Vendor
Note: The value of this field is set to JIRA.NA Vendor Ticket Id Issue Key Vendor Ticket Properties - fields.assignee.displayName
- fields.status.name
- fields.issuetype.name
- key
- Assignee
- Status
- Issue Type
- Issue Key
Webhook Condition Parameter
Note: The value of this field is set to Remedy.NA Action
Note: The value of this field is set to CREATE KNOWN ERROR.NA
Create ITSM Known Error from Multi-Cloud Known Error
Trigger conditions
The following conditions are provided out-of-the-box:Field Value Condition is ${webhookContext.466000271} = "Remedy" AND ${webhookContext.466000048} = "CREATE KNOWN ERROR" AND ($ webhookContext.466000257} = $NULL$ OR ${webhookContext.466000257} = "") Include All Fields is true is New is true Field mappings
Flow Target 1 (AR System)
The following mappings are provided out-of-the-box:
Field Value Status* (Known Error Status)
Note: The value of this field is set to Known Error Status.NA Notes (Detailed description) Description Urgency* (Urgency)
Note: The value of this field is set to Urgency.NA Impact* (Impact)
Note: The value of this field is set to Impact.NA Description* (Description) Summary Target Date (Target Resolution Date) Target Date Broker Vendor Name
Note: The value of this field is set to JIRA.NA Flow Target 2 (BMC Helix Multi-Cloud Broker)
The following mappings are provided out-of-the-box:Field Value Known Error ID Target 1 Known Error ID* + (Known Error ID) ID ID Flow Target 3 (BMC Helix Multi-Cloud Broker)
The following mappings are provided out-of-the-box:
Field Value Parent Ticket Id ID Flow Target 4 (BMC Helix Multi-Cloud Broker)
The following mappings are provided out-of-the-box:
Field Value text TICKET_CREATED_MESSAGE post_type
Note: The value of this field is set to comment#remedy.NA ticket_type
Note: The value of this field is set to knownerror.NA vendorTicketId Vendor Ticket Id Parent_GUID Target 1 Known Error ID* + (Known Error ID) WorkLogTypeId
Note: The value of this field is set to 44000.NA Flow Target 5 (JIRA)
The following mappings are provided out-of-the-box:
Field Value Issue Key Target 3 Vendor Ticket Id Labels Target 1 Known Error ID* + (Known Error ID)
Worklog flows
Sync Jira Issue Comment
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
Multi-Cloud Worklog to ITSM Known Error Activity Note
Trigger conditions
The following conditions are provided out-of-the-box:Field Mapping Condition is ${webhookContext.304411991} = "knownerror" AND ${webhookContext.304412011} = "comment#remedy" Include All Fields is true Field mappings
Flow Target 1 (AR System)
The following mappings are provided out-of-the-box:Field Value Work Info Type* (Work Log Type) WorkLogTypeId Known Error ID* (Known Error ID) Parent_GUID Notes* (Detailed Description) CommentText
Create Known Error Activity Note with Author
Trigger conditions
The following conditions are provided out-of-the-box:Field Value Is New Known Error Worklog is true Broker Vendor Name is not empty Field mappings
Flow Target 1 (BMC Helix Multi-Cloud Broker)
The following mappings are provided out-of-the-box:Field Value text Notes (Detailed Description) post_type
Note: The value of this field is set to comment#vendor.NA ticket_type
Note: The value of this field is set to knownerror.NA ticketNumber Known Error ID vendorTicketId Broker Vendor Ticket Id Author Full Name Webhook Condition Parameter Broker Vendor Name
Multi-Cloud Worklog to Jira Issue Comment
Trigger conditions
The following conditions are provided out-of-the-box:Field Value Condition is ${webhookContext.466000228} = "JIRA" AND ${webhookContext.304412011} = "comment#vendor" AND ${webhookContext.304411991} = "knownerror" Include All Fields is true Attachment Group Id is empty NA - Field mappings
Flow Target 1 (JIRA)
The following mappings are provided out-of-the-box:Field Value Comment Body CommentText Issue Key associatedGUID
- Multi-Cloud Worklog with Attachment to Jira Issue comment
- Trigger condition
The following trigger conditions are provided out-of-the-box:
Field Value Condition is ${webhookContext.466000228} = "JIRA" AND ${webhookContext.304412011} = "comment#vendor" AND ${webhookContext.304411991} = "knownerror" Include All Fields is true Attachment Group Id is not empty NA - Field mappings
Flow Target 1 (JIRA)
The following mappings are provided out-of-the-box:Field Value Comment Body CommentText Issue Key associatedGUID Flow Target 2 (JIRA)
The following mappings are provided out-of-the-box:
Field Value Issue Key associatedGUID Attachment Attachment Object 1
- Trigger condition
Sync flows
Sync Jira Issue to Multi-Cloud Known Error
Trigger conditions
The following conditions are provided out-of-the-box:Field Value Project is NA Labels matches PKE\d+ Field mappings
Flow Target 1 (BMC Helix Multi-Cloud Broker)
The following mappings are provided out-of-the-box:Field Value Status Status Vendor
Note: The value of this field is set to JIRA.NA Vendor Ticket Id Issue Key Vendor Ticket Properties - fields.assignee.displayName
- fields.status.name
- fields.issuetype.name
- fields.fixVersions
- key
- Assignee
- Status
- Issue Type
- Fix versions
- Issue Key
Flow Target 2 (BMC Helix Multi-Cloud Broker)
The following mappings are provided out-of-the-box:
Field Value Description Issue Description Impact
Note: The value of this field is set to Impact.NA Known Error Id Target 1 Parent Ticket Id Summary Issue Summary Urgency
Note: The value of this field is set to Urgency.NA
Update ITSM Known Error from Multi-Cloud Known Error
Trigger conditions
The following conditions are provided out-of-the-box:Field Value Condition is ${webhookContext.466000278} = "true" Include All Fields is true Record Event equals update Field mappings
Flow Target 1 (AR System)
The following mappings are provided out-of-the-box:Field Value Known Error ID Known Error ID Summary (Description) Summary Notes (Detailed Description) Description Urgency Note: The value of this field is set to Urgency. NA Impact Note: The value of this field is set to Impact. NA Flow Target 2 (BMC Helix Multi-Cloud Broker)
The following mappings are provided out-of-the-box:
Field Value Known Error ID Known Error ID Sync Remedy Ticket false
Sync ITSM Known Error
Trigger conditions
The following conditions are provided out-of-the-box:Field Value Broker Vendor Name is not empty Field mappings
Flow Target 1 (BMC Helix Multi-Cloud Broker)
The following mappings are provided out-of-the-box:Field Value Company Company Description Notes (Detailed Description) Impact
Note: The value of this field is set to Impact* (Impact).NA Known Error ID Known Error ID* + (Known Error ID) Known Error Status Status* (Known Error Status) Last Corrected Date Last Corrected Date Priority Priority* (Priority) Sync Vendor Ticket true
Update Jira Issue from Multi-Cloud Known Error
Trigger conditions
The following conditions are provided out-of-the-box:Field Value Condition is ${webhookContext.466000279} = "true" Include All Fields is true Record Event equals update Field mappings
Flow Target 1 (BMC Helix Multi-Cloud Broker)
The following mappings are provided out-of-the-box:Field Value Parent Ticket Id ID Flow Target 2 (JIRA)
The following mappings are provided out-of-the-box:
Field Value Issue Key Vendor Ticket Id Issue Description Description Issue Summary Summary Flow Target 3 (BMC Helix Multi-Cloud Broker)
The following mappings are provided out-of-the-box:
Field Value Known Error ID Known Error ID Sync Vendor Ticket false
To establish the integration with Jira for known error requests, you must configure the relevant connectors and flows. Refer the following 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
to Jira, you need to create a flow from Multi-Cloud connector to Jira connector.
Multi-Cloud connector
- 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 Person data
.
- Configuration
Jira
- Configuration
If you are integrating with an on-premises instance of ITSM, enter values for the following fields:
Field
Value
Name Enter a name for the connector configuration Site For each on-premises Jira instance, select the site that you created.
For Jira instances in the cloud, 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. - If you need to integrate with multiple instances of Jira, add a Connector Configuration for each instance.
- Account
- Add the account of a Jira user who can view and update Jira issues.
- If you need to integrate with multiple Jira instances, add an account for each of the Jira instances.
- Configuration
AR system
The following definition is provided as internal forms configuration in the connector in the out-of-the-box schema:[ { "label": "Known Error", "name": "PBM:Known Error", "trigger": "PBM:Known Error", "create": "PBM:ProblemInterface_Create", "update": "PBM:KnownErrorInterface", "query": "PBM:Known Error", "resultKeyField": "1000000979", "keyField":"1000000979" }, { "label": "Known Error WorkLog", "name": "PBM:Known Error WorkLog_People", "trigger": "PBM:Known Error WorkLog_People", "create": "PBM:Known Error WorkLog" } ]
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 a known error request in ITSM from Jira, you must configure the Create Known Error from Jira Issue flow.
Create flows
Create Known Error from Jira Issue
Trigger conditions
The following conditions are provided out-of-the-box:Field Value Project is NA Labels not matches (INC|CRQ|PBI|WO|PKE)\d+ Field mapping
The following mappings are provided out-of-the-box:Flow Target 1 (BMC Helix Multi-Cloud Management Service)
Field Value Description Issue description Impact Priority Summary Issue Summary Urgency Priority View Access
Note: The value of this field is set to Internal.NA Known Error Status Status Target Date Due date Vendor
Note: The value of this field is set to JIRA.NA Vendor Ticket Id Issue Key Vendor Ticket Properties - fields.assignee.displayName
- fields.status.name
- fields.issuetype.name
- key
- Assignee
- Status
- Issue Type
- Issue Key
Webhook Condition Parameter
Note: The value of this field is set to Remedy.NA Action
Note: The value of this field is set to CREATE KNOWN ERROR.NA
Create ITSM Known Error from Multi-Cloud Known Error
Trigger conditions
The following conditions are provided out-of-the-box:Field Value Condition is ${webhookContext.466000271} = "Remedy" AND ${webhookContext.466000048} = "CREATE KNOWN ERROR" AND ($ webhookContext.466000257} = $NULL$ OR ${webhookContext.466000257} = "") Include All Fields is true is New is true Field mappings
Flow Target 1 (AR System)
The following mappings are provided out-of-the-box:
Field Value Status* (Known Error Status)
Note: The value of this field is set to Known Error Status.NA Notes (Detailed description) Description Urgency* (Urgency)
Note: The value of this field is set to Urgency.NA Impact* (Impact)
Note: The value of this field is set to Impact.NA Description* (Description) Summary Target Date (Target Resolution Date) Target Date Broker Vendor Name
Note: The value of this field is set to JIRA.NA Flow Target 2 (BMC Helix Multi-Cloud Management System)
The following mappings are provided out-of-the-box:Field Value Known Error ID Target 1 Known Error ID* + (Known Error ID) ID ID Flow Target 3 (BMC Helix Multi-Cloud Management System)
The following mappings are provided out-of-the-box:
Field Value Parent Ticket Id ID Flow Target 4 (BMC Helix Multi-Cloud Management System)
The following mappings are provided out-of-the-box:
Field Value text TICKET_CREATED_MESSAGE post_type
Note: The value of this field is set to comment#remedy.NA ticket_type
Note: The value of this field is set to knownerror.NA vendorTicketId Vendor Ticket Id Parent_GUID Target 1 Known Error ID* + (Known Error ID) WorkLogTypeId
Note: The value of this field is set to 44000.NA Flow Target 5 (JIRA)
The following mappings are provided out-of-the-box:
Field Value Issue Key Target 3 Vendor Ticket Id Labels Target 1 Known Error ID* + (Known Error ID)
Worklog flows
Sync Jira Issue Comment
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
Multi-Cloud Worklog to ITSM Known Error Activity Note
Trigger conditions
The following conditions are provided out-of-the-box:Field Mapping Condition is ${webhookContext.304411991} = "knownerror" AND ${webhookContext.304412011} = "comment#remedy" Include All Fields is true Field mappings
Flow Target 1 (AR System)
The following mappings are provided out-of-the-box:Field Value Work Info Type* (Work Log Type) WorkLogTypeId Known Error ID* (Known Error ID) Parent_GUID Notes* (Detailed Description) CommentText
Create Known Error Activity Note with Author
Trigger conditions
The following conditions are provided out-of-the-box:Field Value Is New Known Error Worklog is true Broker Vendor Name is not empty Field mappings
Flow Target 1 (BMC Helix Multi-Cloud Broker)
The following mappings are provided out-of-the-box:Field Value text Notes (Detailed Description) post_type
Note: The value of this field is set to comment#vendor.NA ticket_type
Note: The value of this field is set to knownerror.NA ticketNumber Known Error ID vendorTicketId Broker Vendor Ticket Id Author Full Name Webhook Condition Parameter Broker Vendor Name
Multi-Cloud Worklog to Jira Issue Comment
Trigger conditions
The following conditions are provided out-of-the-box:Field Value Condition is ${webhookContext.466000228} = "JIRA" AND ${webhookContext.304412011} = "comment#vendor" AND ${webhookContext.304411991} = "knownerror" Include All Fields is true Attachment Group Id is empty NA - Field mappings
Flow Target 1 (JIRA)
The following mappings are provided out-of-the-box:Field Value Comment Body CommentText Issue Key associatedGUID
- Multi-Cloud Worklog with Attachment to Jira Issue comment
- Trigger condition
The following trigger conditions are provided out-of-the-box:
Field Value Condition is ${webhookContext.466000228} = "JIRA" AND ${webhookContext.304412011} = "comment#vendor" AND ${webhookContext.304411991} = "knownerror" Include All Fields is true Attachment Group Id is not empty NA - Field mappings
Flow Target 1 (JIRA)
The following mappings are provided out-of-the-box:Field Value Comment Body CommentText Issue Key associatedGUID Flow Target 2 (JIRA)
The following mappings are provided out-of-the-box:
Field Value Issue Key associatedGUID Attachment Attachment Object 1
- Trigger condition
Sync flows
Sync Jira Issue to Multi-Cloud Known Error
Trigger conditions
The following conditions are provided out-of-the-box:Field Value Project is NA Labels matches PKE\d+ Field mappings
Flow Target 1 (BMC Helix Multi-Cloud Broker)
The following mappings are provided out-of-the-box:Field Value Status Status Vendor
Note: The value of this field is set to JIRA.NA Vendor Ticket Id Issue Key Vendor Ticket Properties - fields.assignee.displayName
- fields.status.name
- fields.issuetype.name
- fields.fixVersions
- key
- Assignee
- Status
- Issue Type
- Fix versions
- Issue Key
Flow Target 2 (BMC Helix Multi-Cloud Broker)
The following mappings are provided out-of-the-box:
Field Value Description Issue Description Impact
Note: The value of this field is set to Impact.NA Known Error Id Target 1 Parent Ticket Id Summary Issue Summary Urgency
Note: The value of this field is set to Urgency.NA
Update ITSM Known Error from Multi-Cloud Known Error
Trigger conditions
The following conditions are provided out-of-the-box:Field Value Condition is ${webhookContext.466000278} = "true" Include All Fields is true Record Event equals update Field mappings
Flow Target 1 (AR System)
The following mappings are provided out-of-the-box:Field Value Known Error ID Known Error ID Summary (Description) Summary Notes (Detailed Description) Description Urgency Note: The value of this field is set to Urgency. NA Impact Note: The value of this field is set to Impact. NA Flow Target 2 (BMC Helix Multi-Cloud Management System)
The following mappings are provided out-of-the-box:
Field Value Known Error ID Known Error ID Sync Remedy Ticket false
Sync ITSM Known Error
Trigger conditions
The following conditions are provided out-of-the-box:Field Value Broker Vendor Name is not empty Field mappings
Flow Target 1 (BMC Helix Multi-Cloud Management System)
The following mappings are provided out-of-the-box:Field Value Company Company Description Notes (Detailed Description) Impact
Note: The value of this field is set to Impact* (Impact).NA Known Error ID Known Error ID* + (Known Error ID) Known Error Status Status* (Known Error Status) Last Corrected Date Last Corrected Date Priority Priority* (Priority) Sync Vendor Ticket true
Update Jira Issue from Multi-Cloud Known Error
Trigger conditions
The following conditions are provided out-of-the-box:Field Value Condition is ${webhookContext.466000279} = "true" Include All Fields is true Record Event equals update Field mappings
Flow Target 1 (BMC Helix Multi-Cloud Management System)
The following mappings are provided out-of-the-box:Field Value Parent Ticket Id ID Flow Target 2 (JIRA)
The following mappings are provided out-of-the-box:
Field Value Issue Key Vendor Ticket Id Issue Description Description Issue Summary Summary Flow Target 3 (BMC Helix Multi-Cloud Broker)
The following mappings are provided out-of-the-box:
Field Value Known Error ID Known Error ID Sync Vendor Ticket false
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