This documentation supports the 22.1 and consecutive patch versions of BMC Helix Multi-Cloud Broker.

To view an earlier version, select the version from the Product version menu.

Creating change requests from Azure DevOps work items via BMC Helix iPaaS, powered by Jitterbit

As an administrator, you can integrate BMC Helix ITSM with Microsoft Azure DevOps to create BMC Helix ITSM change requests from Azure DevOps work items.

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

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


Important

The BMC Helix ITSM incident and Azure DevOps work item integration is available only with the cloud version of Azure DevOps.

This integration provides the following capabilities:

Use caseAzure DevOps to BMC Helix ITSMBMC Helix ITSM to Azure DevOps
Create tickets

Creates a change request in BMC Helix ITSM from a new, or updated (not yet brokered to BMC Helix Multi-Cloud Broker) Azure DevOps work item

NA

Synchronize updates

Updates the vendor data for an existing change request in BMC Helix Multi-Cloud Broker when a brokered Azure DevOps work item is updated. Then, you can view the Azure DevOps work item details in the BMC Helix ITSM UI.

NA

Synchronize direct data updates

Synchronizes updates from the work item with the change request

Synchronizes updates from the change request with the work item

Synchronize comments

Adds a worklog to a BMC Helix ITSM change request when you add a comment without an attachment to an Azure DevOps work item.

While adding a comment with an attachment to a work item, consider the following points:

  • Add attachments in the attachment section instead of as a comment in the work item.

  • The maximum size of an attachment cannot exceed 10 MB.

The attachment from the work item is displayed in the change request worklog.

Important: To share comments, select Share with Azure DevOps when you add the comment in BMC Helix ITSM. 

Adds a comment to a Azure DevOps work item when you add a worklog with or without an attachment to the corresponding BMC Helix ITSM change request.

In a change request worklog, you can add up to three attachments, each maximum of 10 MB. The attachments from the change request are displayed in the attachments section in the work item.

Azure DevOps to BMC Helix ITSM data flows

The following image gives an overview of the data flow for creating a BMC Helix ITSM change request from an Azure DevOps work item:

The following image gives an overview of the data flow for adding a comment to a BMC Helix ITSM change request from an Azure DevOps work item:

BMC Helix ITSM to Azure DevOps data flow

The following image gives an overview of the data flow for updating or adding a comment to an Azure DevOps work item from a BMC Helix ITSM change request:

Before you begin

You require the following items to successfully set up and use this integration: 

Required versions
  • BMC Helix ITSM version 20.08 and later 
  • Azure DevOps cloud version

Authentication and permissions
  • Administrator access to the Azure DevOps account
  • Administrator access for BMC Helix Multi-Cloud Broker and BMC Helix ITSM users to run this integration
Jitterbit Harmony subscription
  • A valid BMC Helix iPaaS, powered by Jitterbit subscription
Application registration
  • Generate an Azure DevOps personal access token

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. In the Step 1: Choose configuration tab, under DevOps Integration, select Azure DevOps to ITSM Change.

    Important

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

  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 Microsoft 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:

        Field

        Action

        Description

        Enter a description for the vendor metadata configuration.

        Ticketing Technology Provider

        From the list, select Azure DevOps.

        (OptionalInstance Name

        If you are using multiple instances of Azure DevOps, enter the name of the instance that you are using for this integration.

        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 Display Field Mapping and Vendor Field Mapping sections.

        Instance URL

        If you have clicked Add Mapping, this field is auto-populated with a default URL. 

        Update the instanceUrl value in the default URL.

        The default value of this variable is  https://dev.azure.com/{organization}/{project}/_workitems/edit/{System.Id} .

        For example, update the default value to https://dev.azure.com/bmcmcsm/MCSM/_workitems/edit/{System.Id} .

        Display Field Mapping

        By default, the basic Azure DevOps 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  .

        Vendor Field Mapping

        To perform a direct data synchronization between BMC Helix ITSM and Azure DevOps, 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.

        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 Jitterbit.
      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. To select the filter criteria, click  Advanced filter.

      2. Select the filters from the   available fields, and click Next.
        The query filter expression is displayed. By default, the AND qualifier is applied when you select multiple filter criteria.

      3. To change the qualifier for your filters update the query, and then click  Save

        Important

        Make sure that you enter a valid query with available fields and values.


      4. Click  Close
        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 .

    1. In the Configure Azure DevOps integration section, refer the configuration steps listed and select the check boxes as you complete each step.

    2. Click Save.

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

  1. Download the Sync BMC Helix ITSM change request and MS Azure DevOps work item Update 2022-07-01  file.
    This file contains the BMC Helix iPaaS Cloud Studio project Sync BMC Helix ITSM change request and Microsoft Azure DevOps work item.

    Important

    Your ability to access product pages on the EPD website is determined by the license your company purchased.

  2. Log in to BMC Helix iPaaS  and navigate to Cloud Studio.
  3. Select your organization.
  4. On the projects page, click Import.
  5. Click Browse and then select the Sync BMC Helix ITSM change request and Microsoft Azure DevOps work item.json project file that you downloaded.
    The Project Name and Organization fields are automatically populated. The default project name is displayed. You can change the project name.

  6. 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. 
  7. 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. Next to the Environment name, click the ellipsis  ... and select Project Variables .
  2. Update the project variables as described in the following tables:
    • BMC Helix iPaaS variables:

      Project variable

      Action

      BHIP_API_Name

       Enter the name for API that is created in BMC Helix iPaaS to receive BMC Helix Multi-Cloud Broker webhook requests.

      The default value of this variable is set to BMCHelixITSMChangeAndAzureWorkItem.

      If required, you can change the name.

      BHIP_API_User_Roles

      Enter comma separated values of the organization roles that should have access to the new API.

      Important: If you do not specify any value, all the organization roles get access to the new API.

      BHIP_Host

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

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

      BHIP_MCB_API_Profile_User_Name

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

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

      BHIP_MCB_API_Profile_User_Password

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

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


      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.

      BHIP_Vendor_API_Profile_ApiKey_Name

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

      Important: Provide a value for this variable, only if you select the APIKEY option in BHIP_Vendor_API_Profile_Type.

      BHIP_Vendor_API_Profile_User_Name

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

      Important: 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: Provide a value for this variable, only if you select the BASIC option in BHIP_Vendor_API_Profile_Type.

      BHIP_Vendor_API_Profile_Type

      The integration templates create APIs to accept requests from a vendor.

      Enter one of the following API authentication mechanisms that you want to use with this API:

      • BASIC

      • ANONYMOUS

      • APIKEY

      The default value of this variable is BASIC.

      Enable_BMC_Helix_To_Vendor_Integration

      Enable the update of Azure DevOps work items from BMC Helix ITSM change request comments.

      By default, this variable is set to true. If you want to disable the update of Azure DevOps work items from BMC Helix ITSM change request comments, set the default value to false.

      Enable_Vendor_To_BMC_Helix_Integration

      Enable the creation of BMC Helix ITSM change requests from Azure DevOps work items, and synchronization of vendor data updates in BMC Helix Multi-Cloud Broker and comment sharing.

      By default, this variable is set to true. If you want to disable the creation of BMC Helix ITSM change requests from Azure DevOps work items, and synchronization of vendor data updates in BMC Helix Multi-Cloud Broker and comment sharing, set the default value to false.

    • Azure DevOps variables:

      Project variable

      Action

      AzureDevOps_Host

      Enter https:\dev.azure.com .

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

      AzureDevOps_Organization

      Enter the name of your Azure DevOps organization.

      AzureDevOps_Project

      Enter the project name that you want to use in Azure DevOps.

      AzureDevOps_User_Name

      Enter the user name of the Azure DevOps instance.

      AzureDevOps_Personal_Access_Token

      Enter the Azure DevOps personal access token that you created earlier.

      AzureDevOps_Webhook_Area_Path

      Enter the area path name based on which the Azure DevOps webhook can filter the work items.

      AzureDevOps_Webhook_Tag

      Enter the tag name based on which the Azure DevOps webhook can filter the work items.

      AzureDevOps_Webhook_Work_Item_Type

      Enter the type of work item based on which the Azure DevOps webhook events should be filtered. The integration template supports the following types of work item:

      • Bug

      • Epic

      • Feature

      • User Story

    • BMC Helix Multi-Cloud Broker variables:

      Project variable

      Action

      MCB_Host

      Enter the BMC Helix Multi-Cloud Broker host URL to which the Azure DevOps work items 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 user name.
      MCB_Vendor_Name

      This variable is autopopulated.

      Do not change the default value.

      MCB_Assigned_Company

      Enter the name of the company for which the work items should be created. 

      MCB_Assigned_Business_Unit

      Enter the business unit of the assigned company. 

      MCB_Assigned_Company_Id

      MCB assigned company ID associates with Assigned Company

      MCB_Assigned_Group

      Enter the groups for the assigned company.

      MCB_Assigned_Support_Company

      Enter the support company of the assignee.

      MCB_Assigned_Support_Organization

      Enter the support organization of the assignee.

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

      Project variable

      Action

      ITSM_Company_NameEnter the company name for which the integration template needs to be run; for example, Apex Global.
      ITSM_Customer_First_Name

      Enter the first name of the BMC Helix ITSM customer.

      ITSM_Customer_Last_Name

      Enter the last name of the BMC Helix ITSM customer.

Task 4: To deploy and enable the project

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

To deploy the project and then enable the integration:

  1. To deploy the project, next to the project name, click the ellipsis ..., and select Deploy Project.
  2. To enable the integration, next to the Enable Integrations operation, under 2.0 Integrations workflow, click the ellipsis ..., and select Run.

The following image shows the steps to deploy the project and enable it by deploying the workflow:

After you enable the integration, when a work item is created in Azure DevOps, a corresponding change request is created in BMC Helix ITSM. Any direct data updates made to the work item are synced with the change request, and the converse is true. Any updates made or comments added to the  work item are synced with the change request, and the converse is true.

(Optional) Task 5: To set the time for 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, powered by Jitterbit , select API Manager > My APIs.
  2. Open any of the following APIs:

    • BMC_Helix_ITSM_Change_And_Azure_Work_Item_MCB_To_Vendor—This API updates an Azure DevOps work item from a BMC Helix ITSM change request.
    • BMC_Helix_ITSM_Change_And_Azure_Work_Item_Vendor_To_MCB—This API creates a BMC Helix ITSM change request from an Azure DevOps work item.
  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 Azure DevOps

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

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