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.

Synchronizing change requests with Jira issues via BMC Helix iPaaS, powered by MuleSoft

As an administrator, you can integrate BMC Helix ITSM with Atlassian Jira Software to synchronize the change requests and issues. You can also synchronize data updates and comments between a change request and an issue. With this integration, agents can collaborate with each other to work on the issues regardless of the application they are using.

BMC Helix Multi-Cloud Broker, along with BMC Helix iPaaS, powered by MuleSoft provides an out-of-the-box integration template to integrate BMC Helix ITSM with Jira. You configure the integration in BMC Helix Multi-Cloud Broker and deploy the integration template to your BMC Helix iPaaS environment.

This integration provides the following capabilities:

Use caseDevOps integration capabilities
Create a ticket

When a change request is created in BMC Helix ITSM, a corresponding issue is automatically created in Jira.

When an issue is created in Jira, a corresponding change request is automatically created in BMC Helix ITSM.
Synchronize updatesSynchronize updates from the change request with the issue.
Synchronize updates from the issue with the change request.
Share comments (with and without attachments)Create a comment in the issue from an activity note in the change request.
Create an activity note in the change request from a comment in the issue.

The following image gives an overview of the capabilities that this integration supports:

Before you begin

Make sure you have the following items:

  • Access to MuleSoft Anypoint Platform Open link .
  • Write access for Jira users to create and update an issue.

  • Administrator access to the Jira account and the Jira API token.
  • Administrator permission for BMC Helix Multi-Cloud Broker and BMC Helix ITSM users to run this integration.
  • The Sync BMC Helix ITSM change and Jira issue 2022-03-01 Open link  project file downloaded to your system from the BMC Helix Multi-Cloud Brokerpage on the Electronic Product Distribution site..

Jira to BMC Helix ITSM data flow

BMC Helix ITSM to Jira data flow

Task 1: To configure the integration

  1. Log in to BMC Helix Innovation Studio.
  2. On Workspace, click Multi-Cloud Broker.
  3. To launch BMC Helix Multi-Cloud Broker, click Visit Deployed Application.

    Tip

    You can access BMC Helix Multi-Cloud Broker directly by entering the URL https://hostName:portNumber/helix/index.html#/com.bmc.dsm.mcsm/login and logging in as a tenant administrator.

  4. Click Settings .
  5. Select Start Here > Quick Configuration Guide.
    The Quick Configuration Guide page is displayed.
  6. On the Step 1: Choose configuration tab, perform the following steps:

    1. From the Choose configuration list, select Helix iPaaS (powered by MuleSoft).   

    2. Under DevOps integration, select Between ITSM Change and Jira Issue.
  7. On the Step 2: Perform configurations tab, perform the following steps:
    1. Add an operating organization, if you have not already done so.
    2. Add Atlassian as the vendor organization, if you have not already done so.
    3. To add vendor metadata for Service Cloud, click Map vendors, and perform the following steps:
      1. On the Map Vendors page, click Map Vendor.
      2. Complete the fields as described in the following table:

        Field

        Action

        DescriptionEnter a description for the vendor metadata configuration.
        Ticketing Technology ProviderFrom the list, select JIRA.
        (Optional) Instance NameIf you are using multiple instances of Jira, enter the instance name that you are using to identify it.
        Add Mapping

        After you select the ticketing technology provider, click Add Mapping.
        BMC Helix Multi-Cloud Broker displays the default values in the Instance URL field, and the Vendor Field Mapping and Display Field Mapping sections.

        InstanceURL

        Update the Jira server name and port in the default URL.

        The default value of this variable is https://[jira server name]:[port]/browse/{key}.

        Vendor Field MappingTo perform a direct data synchronization between BMC Helix ITSM and Jira, only update the mappings in the Remedy to Vendor Sync Fields and Vendor to Remedy Sync Fields sections. You must not update any other sections.
        Display Field Mapping

        By default, the basic Jira fields are mapped in this section. If you want to map additional fields to be displayed in the BMC Helix ITSM UI, add the relevant mappings by clicking .

        Enable Local ITSM Communication

        By default, this toggle key is enabled. 

        If you want to use BMC Helix Integration Service as the underlying integration platform, disable this toggle key.

        Integration PlatformSelect MuleSoft.
      3. Click Save.

    4. To fetch change requests from BMC Helix ITSM, click Define filter criteria to fetch records from ITSM to Helix Multi-Cloud Broker for change, and perform the following steps:

      1. From the Select trigger event for change list, select the operation for which you want to fetch the change requests.

      2. In Advanced filter, select any of the available filters.

      3. Click Save.
        When a change request matches the operation and filter that you have selected, the system fetches that change request to BMC Helix Multi-Cloud Broker.

    5. In the Configure JIRA integration section, refer to the configuration steps listed and select the check boxes as you complete each step.

    6. Click Save.

Task 2: To deploy the integration template project

  1. Log in to MuleSoft Anypoint Platform and select Runtime Manager

  2. On the Applications tab, click Deploy application and select the .jar file that you downloaded.

  3. On the Deploy Application page, on the Runtime tab, select the following values in the fields displayed: 

    Field nameValue
    Application NameUnique name for your application
    Deployment TargetDeployment space
    Application FileIntegration template .jar file
    Runtime tab
    Runtime versionLatest runtime version
    Work sizeAvailable core sizes for your application
    WorkersNumber of dedicated instances of Mule for the application

  4. On the Deploy Application page, on the Properties tab, add the following values in the keys displayed:

    KeyAction
    Kafka properties
    kafka.useThe default value of this key is false. Enable or disable Kafka based queuing mechanism for incoming webhook requests for fault tolerance.
    kafka.bootstrap.server

    Enter the Kafka server URL in the following format:
    <hostname>:<port>

    Important: If the Kafka messaging system is disabled, enter localhost:9092 in this key.

    MuleSoft API Webhook properties
    api.integrations.name

    Enter the name of the API that is created in BMC Helix iPaaS, powered by MuleSoft to receive BMC Helix Multi-Cloud Broker webhook requests.

    Use the following syntax to enter the API name: 

    BHIP_<APIName> 

    For example, BHIP_CreateIncident.

    api.integrations.profile.usernameEnter the user name for the Basic type of authentication to configure the webhook.
    api.integrations.profile.passwordEnter the password for the user name that you provided earlier.
    Jira properties
    vendor.connector.url

    Enter the host URL of the Jira instance in the following format:

    [http/https]://[hostname]:[port]

    vendor.connector.usernameEnter the user name to enable access to Jira.
    vendor.connector.passwordEnter the Jira API token that you had created earlier.

    vendor.connector.protocol

    Enter HTTP or HTTPS.

    vendor.property.webhook.name

    Enter the webhook name that you want to use to create and update the issues.

    vendor.property.webhook.create.jql

    Enter the JQL query to specify the Jira issues for which BMC Helix ITSM change requests should be created; for example, enter project in (MC) AND summary ~ 'MCB Issue%'.

    vendor.property.webhook.update.jql

    Enter the JQL query to specify the Jira issues for which BMC Helix ITSM change requests should be updated; for example, enter project in (MC) AND labels is not EMPTY.

    vendor.property.project.key

    Enter the Jira project key under which you want to create a Jira issue from a BMC Helix ITSM change request.
    For example, if you specify MC as the project key, when a change request is created in BMC Helix ITSM, a corresponding Jira issue is created under the Jira project with the specified key.
    BMC Helix Multi-Cloud Broker properties
    mcb.connector.protocolEnter HTTP or HTTPS.

    mcb.connector.url

    Enter the BMC Helix Multi-Cloud Broker host URL to which Jira issues should be synchronized.

    mcb.connector.username

    Enter the user name that enables users to interact with BMC Helix Multi-Cloud Broker.

    mcb.connector.password

    Enter the password for the provided user name.

    mcb.property.vendor

    Enter the name of the vendor with which you are integrating BMC Helix ITSM; for example, enter JIRA.
    BMC Helix ITSM properties
    itsm.property.company.nameEnter the company name for which the integration template needs to be run; for example, Calbro Services.
    itsm.property.first.nameEnter the first name of the BMC Helix ITSM customer.
    itsm.property.last.nameEnter the last name of the BMC Helix ITSM customer.
  5. Click Deploy Application
    While the application is being deployed, the log updates are displayed. After the application is successfully deployed, a green circle is displayed next to the template name.

(Optional) Task 3: To verify and update field mappings defined for the template

  1. After you deploy the application in MuleSoft Anypoint Platform, export the project. 
  2. Log in to MuleSoft Anypoint Studio and import the project.
  3. Select projectName > src/main/resources > config.
  4. Double-click the mule-mappings.yaml file, update the <app>Field value to modify the mapping for the field, and then save the file. 

  5. Select the project name and then select File > Export.
  6. On the Select dialog box, select Mule > Anypoint Studio Project to Mule Deployable Archive (includes Studio metadata), and click Next.
  7. On the Export Mule Project dialog box, click the ellipses (...) and select the location and name for the file.

  8. Select the following options:

    • Attach project sources

    • Include project modules and dependencies

  9. Click Finish.

  10. Deploy the application on the MuleSoft Anypoint platform. 

Task 4: To enable the integration

After you deploy the integration project, you run the schedules to create webhooks automatically.

  1. On the application details page, click Schedules

  2. From the following list, select an appropriate schedule and click Run Now:

    Important

    • At a time, run all the Jira schedules to create all the webhooks together or run one Jira schedule to create one webhook.
    • At a time, run all the BMC Helix Multi-Cloud Broker schedules to create all the webhooks together or run one BMC Helix Multi-Cloud Broker schedule to create one webhook.
    ScheduleDescription
    Schedules for create operations from BMC Helix ITSM to Jira
    MCB-Create-Integration-Create-VendorTicket_Manual TriggerCreates an issue in Jira when a change request is created in BMC Helix ITSM.
    MCB-Create-Integration-Tag-VendorTicket_Manual TriggerTags a Jira issue with the corresponding change request number.
    MCB-Create-Integration-Create-VendorWorklog_Manual TriggerCreates a comment in a Jira issue when an activity note is created in the corresponding change request.
    MCB-Create-Integration-Update-VendorTicket_Manual TriggerUpdates a Jira issue when the corresponding change request is updated.
    Schedules for pause operations from BMC Helix ITSM to Jira
    MCB-Pause-Integration-Create-VendorTicket_Manual TriggerPauses creation of a Jira issue when a change request is created in BMC Helix ITSM.
    MCB-Pause-Integration-Tag-VendorTicket_Manual TriggerPauses tagging of a Jira issue with the corresponding change request number.
    MCB-Pause-Integration-Create-VendorWorklog_Manual TriggerPauses creation of a comment in a Jira issue from an activity note in the corresponding change request.
    MCB-Pause-Integration-Update-VendorTicket_Manual TriggerPauses updation of a Jira issue when a change request is updated.
    Schedules for resume operations from BMC Helix ITSM to Jira
    MCB-Resume-Integration-Create-VendorTicket_Manual TriggerResumes creation of a Jira issue when a change request is created in BMC Helix ITSM.
    MCB-Resume-Integration-Tag-VendorTicket_Manual TriggerResumes tagging of a Jira issue with the corresponding change request number.
    MCB-Resume-Integration-Create-VendorWorklog_Manual TriggerResumes creation of a comment in a Jira issue from an activity note in the corresponding change request.
    MCB-Resume-Integration-Update-VendorTicket_Manual TriggerResumes updation of a Jira issue when the corresponding change request is updated.
    Schedules for create operations from Jira to BMC Helix ITSM
    Jira-Create-Integration-Create-Issue_Manual TriggerCreates a BMC Helix ITSM change request when an issue is created in Jira.
    Jira-Create-Integration-Update-Issue-And-Comment-Create_Manual TriggerPerforms the following actions:
    • Updates a change request when the corresponding issue is updated.
    • Creates an activity note in a change request when a comment is added to the corresponding issue.
    Schedules for purge operations from Jira to BMC Helix ITSM
    Jira-Purge-Integration-Create-Issue_Manual TriggerRemoves the webhook that creates a change request when an issue is created in Jira.
    Jira-Purge-Integration-Update-Issue-And-Comment-Create_Manual TriggerRemoves the webhook that updates a change request and adds an activity note to it from a Jira issue.

After you run the integration, when a change request is created or updated in BMC Helix ITSM, the corresponding Jira issue is also created or updated. Similarly, when an issue is created or updated in Jira, a corresponding change request is also created or updated in BMC Helix ITSM.

(Optional) Task 5: To map a custom field between BMC Helix ITSM and Jira

You can map custom fields between BMC Helix ITSM and Jira. To learn about the steps to map the custom fields, see Mapping custom fields for integrations by using BMC Helix iPaaS, powered by Jitterbit.

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