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 incidents with Jira Service Management service requests via BMC Helix iPaaS, powered by Jitterbit

As an administrator, you can integrate BMC Helix ITSM with Jira Service Management (formerly Jira Service Desk) to synchronize BMC Helix ITSM incidents and Jira Service Management issues. With this integration, your agents can consolidate the Jira Service Management issues into BMC Helix ITSM, and also broker BMC Helix ITSM incidents to Jira Service Management to create service requests. 

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

Important

Jira Service Desk has been renamed to Jira Service Management. However, some instances in the product UI and documentation might refer to the old product name.

This integration provides the following capabilities:

Use case

DevOps integration

Ticket consolidation

Create tickets

Create a service request in Jira Service Management when an incident is created in BMC Helix ITSM.

Create an incident in BMC Helix ITSM when an issue is created in Jira Service Management.

Synchronize updates

Synchronize the incident updates with the service request.

Synchronize the issue updates with the incident and update the vendor data in BMC Helix ITSM.

Share comments

Share comments (with and without attachments) from the incident worklog to the service request

Share comments (with and without attachments) from the issue to the incident worklog

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

Before you begin

Make sure that you have the following items:

  • A valid  BMC Helix iPaaS, powered by Jitterbit Open link  subscription.
  • Administrator access to the Jira Service Management account.
  • BMC Helix Multi-Cloud Broker and BMC Helix ITSM users have the administrator permissions to run this integration.
  • From the Electronic Product Distribution site, download the Broker incidents between BMC Helix ITSM and Jira Service Management 2022-03-01 Open link  project file to your system.

View the Jira Service Management ticket details in the BMC Helix ITSM incident

After you implement the integration by using BMC Helix iPaaS, powered by Jitterbit, you can view the Jira Service Management issue details in the corresponding BMC Helix ITSM incident.

Jira Service Management to BMC Helix ITSM data flow

BMC Helix ITSM to Jira Service Management data flow

Task 1: To perform configurations in Quick Configuration Guide

  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. In the Step 1: Choose configuration tab, perform any of the following steps:

    Important

    In Choose ConfigurationHelix iPaaS (powered by Jitterbit) is selected by default. Do not change this value.

    • To consolidate tickets from Jira Service Management to BMC Helix ITSM, under Ticket Consolidation, select Jira Service Desk to ITSM Incident, and click Next.
    • To broker incidents from BMC Helix ITSM to Jira Service Management, under DevOps Integration, select ITSM Incident to Jira Service Desk Request, and click Next.
  7. In 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 the vendor metadata, 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:

        FieldAction
        DescriptionEnter a description for the vendor metadata configuration.
        Ticketing Technology ProviderFrom the list, select Jira Service Desk.
        Instance NameYou need not enter any value.
        Add MappingAfter 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 Display Field Mapping section.
        Instance URLUpdate the Jira Service Desk host name with the host name of the server, and the port, if it exists.
        Vendor Field MappingTo directly synchronize data between BMC Helix ITSM and Jira Service Management, only update the mappings in the Remedy to Vendor Sync Fields and Vendor to Remedy Sync Fields sections.
        Display Field Mapping

        By default, the basic Jira Service Management fields are mapped in this section. If you want to map additional fields to display 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.

        Resolve Incident Ticket When Vendor Closes It

        By default, this toggle key is enabled. 

        This ensures that when a Jira Service Management request is closed, the corresponding incident is also closed.

      3. Click Save.

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

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

      2. In Advanced filter, define the filter criteria by selecting any of the available fields.
        When an incident matches the operation and filter that you have selected, the system fetches that incident to BMC Helix Multi-Cloud Broker.

      3. Click Save.

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

    6. Click Save.

Task 2: To download and import the integration template project file

  1. Log in to BMC Helix iPaaS and navigate to Cloud Studio.
  2. Select your organization.
  3. On the projects page, click Import.
  4. Click Browse to navigate to and select the JSON project file that you downloaded from the Electronic Product Distribution site.
    The Project Name and Organization fields are automatically populated. The default project name is displayed. You can change the project name.

  5. From the Environment list, select the environment to which you want to import this integration template, and click Import.
    The project opens after the integration template is imported. 
  6. To open the project file at a later time, select the environment where the integration templates are available, select the project name, and click View/Edit.

Task 3: To update the project variables for the integration template

  1. Click the ellipsis ... next to the project name and select Project Variables.
  2. Update the project variables as described in the following tables:
    • BMC Helix iPaaS variables

      Project variableValue
      BHIP_API_NAME

      The default value of this variable is set to BMCHelixITSMAndJiraServiceIssue.

      If required, you can change the name.

      BHIP_API_User_RolesSpecify the organization roles that should have access to the new API. You can add multiple comma separated values.
      Important: If you do not specify any value, all the organization roles get access to the new API.
      BHIP_MCB_API_Profile_User_Name

      The integration template creates an API in BMC Helix iPaaS to handle requests from BMC Helix Multi-Cloud Broker.

      Enter the user name that should be used while creating the BMC Helix Multi-Cloud Broker API profile.

      BHIP_MCB_API_Profile_User_Password

      The integration template creates an API in BMC Helix iPaaS to handle requests from BMC Helix Multi-Cloud Broker.

      Enter the password that should be used while creating the BMC Helix Multi-Cloud Broker API profile.
      BHIP_Vendor_API_Profile_Type

      The default value of this variable is APIKEY.

      BHIP_Vendor_API_Profile_User_Name

      Enter the user name for the security profile that you want to use with the vendor API. 

      Important: You need to provide a value for this variable, only if you select the BASIC option in BHIP_Vendor_API_Profile_Type.

      BHIP_Vendor_API_Profile_User_Password

      Enter the password for the security profile that you want to use with the vendor API. 

      Important: You need to provide a value for this variable, only if you select the BASIC option in BHIP_Vendor_API_Profile_Type.

      BHIP_Vendor_API_Profile_ApiKey_Name

      The default value of this variable is apiKey. If required, you can change the value.

      BHIP_Host

      Enter the BMC Helix iPaaS instance URL where you want to run this project.

      Important: Make sure that you do not enter any leading and trailing spaces.

      BHIP_User_Name

      Enter the user name for the BMC Helix iPaaS instance.

      BHIP_User_Password

      Enter the password for the BMC Helix iPaaS instance.

      Enable_BMC_Helix_To_Vendor_Integration

      By default, this variable is set to true.

      Important: This variable enables the creation of Jira Service Management service requests from BMC Helix ITSM incidents, synchronizes updates, and shares comments.

      Enable_Vendor_To_BMC_Helix_Integration

      By default, this variable is set to true.

      Important: This variable enables the creation of BMC Helix ITSM incidents from Jira Service Management issues, synchronizes updates, and shares comments.

    • Jira Service Management project variables

      Project variable

      Value

      Jira_Host

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

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

      Important: Make sure that you do not enter any leading and trailing spaces.

      Jira_JQL_Query

      Enter the JQL query value that you want to use in the Jira webhook configurations. You can create the query in Jira Service Management and enter that query in this variable.

      Jira_User_Name

      Enter the user name for accessing Jira.

      Jira_User_Password

      Create an API token in Jira and use that token in this variable.

      JSD_Request_Type

      Enter the type of request that you want to use when creating a Jira Service Management request. Get the request type from Jira Service Management and enter that type in this variable. For example, enter Get IT help.

      JSD_Service_Desk

      Enter the name of the service desk project where you want to create the request.

    • BMC Helix Multi-Cloud Broker project variables

      Project variableValue
      MCB_Host

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

      Important: Make sure that you do not enter any leading and trailing spaces.

      MCB_User_Name

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

      MCB_User_PasswordEnter the password for the provided username.
      MCB_Vendor_Name

      This variable is autopopulated. You must not change the value.

      The following variables are inputs from BMC Helix ITSM. Either enter values for these variables or map appropriate Jira Service Management fields if the data is available:

      Project variableValue
      ITSM_Company_NameEnter the company name for which the integration template needs to be run. For example, Calbro Services
      ITSM_Customer_First_nameEnter the first name of the BMC Helix ITSM customer.
      ITSM_Customer_Last_NameEnter the last name of the BMC Helix ITSM customer.
      ITSM_Incident_Type

      Enter any of the following incident types that you want to create:

      • User Service Restoration
      • User Service Request
      • Infrastructure Restoration
      • Infrastructure Event
      • Security Incident

Task 4: To deploy and enable the project

  1. To deploy the integration after you update the project variables, on the project page, click the ellipsis ... and select Deploy Project

    Deployment is a one-time activity that initializes the integration configurations. The UI displays a message for the deployment status.

  2. After successfully deploying the integration, on the Workflows tab, select 2.0 Integrations > 2.0 Enable Integration.
  3. Click the ellipsis ... next to the Enable Integration workflow and select Deploy > Run.

(Optional) Task 5: To set the API debug mode

By default, the debug mode is set to 2 hours after you run the integration. Debug logs are updated for the time set for the debug mode. To increase the debug mode for a longer period of time, perform the following steps:

  1. In BMC Helix iPaaS, select API Manager > My APIs.
  2. Open any of the following APIs:

    • BMC_Helix_ITSM_And_Jira_Service_Issue_MCB_To_Vendor—This API creates a Jira Service Management request from a BMC Helix ITSM incident.
    • BMC_Helix_ITSM_And_Jira_Service_Issue_Vendor_To_MCB—This API creates a BMC Helix ITSM incident from a Jira Service Management request.
  3. Select Enable Debug Mode Until: and set it for the required date and time.

  4. Save and publish the API.

(Optional) Task 6: To map a custom field between BMC Helix ITSM and Jira Service Management

You can map custom fields between BMC Helix ITSM and Jira Service Management. 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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Comments

  1. David Quinn

    On task 4 should there not be "Run" the Enable Integration?

    Nov 03, 2021 11:13
    1. Anushree Chavan

      Hello David,

      Thank you, for your comment!

      The Jitterbit UI has changed due to which the Run option has been replaced with Deploy option even for the Enable integration workflow.

      I hope this resolves your query.

      Regards,

      Anushree

      Nov 11, 2021 05:52