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

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Creating incidents from AppDynamics alerts via BMC Helix iPaaS, powered by Jitterbit

As an administrator, you can integrate BMC Helix ITSM with AppDynamics to create incidents in BMC Helix ITSM when an alert is created in an AppDynamics policy for a monitored application. 

You can create one incident for one policy that can contain multiple health rules, events, and alerts. The following image gives an overview of the mapping between an incident and an alert:

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 AppDynamics. You configure the integration in BMC Helix Multi-Cloud Broker and deploy the integration template to your  BMC Helix iPaaS, powered by Jitterbit environment.

This integration provides the following capabilities:

Use caseAppDynamics to BMC Helix ITSM
Create tickets

Creates a BMC Helix ITSM incident from an alert for an AppDynamics event.

The incident is created for an AppDynamics policy. In an AppDynamics policy, you can create multiple health rules to monitor applications, servers, databases, and so on. When an event occurs for a health rule, an alert is generated and an incident is created in BMC Helix ITSM for that alert. Although multiple alerts are generated for multiple events, only one BMC Helix ITSM incident is created for the policy in which the events occurred. If multiple alerts are updated, the same incident is also updated.

The following image is an example of the AppDynamics alert details displayed in the corresponding BMC Helix ITSM incident:

AppDynamics to BMC Helix ITSM data flow

The following image gives an overview of the data flow for creating and updating a BMC Helix ITSM incident from an AppDynamics alert:

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
Authentication and permissions
  • Administrator access to the AppDynamics 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
Others
  • A policy with at least one health rule in AppDynamics

  • The RunCommand plugin for BMC Helix iPaaS, powered by Jitterbit

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, under Notification, select Appdynamics Alert to ITSM Incident.

    Important

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

  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 AppDynamics 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 AppDynamics.

        (Optional) Instance Name

        If you are using multiple instances of AppDynamics, 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 Vendor Field Mapping and Display Field Mapping sections.

        Instance URL

        This field is autopopulated. Do not update the default value.

        Vendor Field MappingBy default, the basic AppDynamics fields are mapped in this section. Do not update the default mappings.

        Display Field Mapping

        By default, the basic AppDynamics 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.

        Integration platformSelect Jitterbit.
      3. Click Save.

        Important

        For this integration, you need not define a filter condition by using the Define filter criteria to fetch ITSM incidents to Multi-Cloud Broker link.

    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. 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 an incident matches the operation and filter that you have selected, the system fetches that incident to BMC Helix Multi-Cloud Broker
        .

    5. In the Configure Appdynamics Alerts integration section, refer to 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 project file

  1. Download the Create BMC Helix ITSM incident from Appdynamics alerts Update 2022-07-01  file.

    This file contains the BMC Helix iPaaS Cloud Studio project Create BMC Helix ITSM incident from Appdynamics alerts.

    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 Create BMC Helix ITSM incident from Appdynamics alerts.json 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 project variables:

      Project variableAction
      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 BMCHelixITSMIncidentAndAppdynamicsAlert.

      If required, you can change the name.

      BHIP_API_User_Roles

      Enter comma-separated values of the user roles assigned for the BMC Helix iPaaS API.
      Only a user with these roles can access the APIs. Leave this value blank to restrict access only to administrators.

      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_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

      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_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_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 or 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 enabled.

      Important: This variable is used for internal reference and you must not disable it.

      Enable_Vendor_To_BMC_Helix_Integration

      Enable the creation and updates of BMC Helix ITSM incidents from AppDynamics alerts.
      By default, this variable is set to true. If you want to disable updates of BMC Helix ITSM incidents, set the default value to false.

    • AppDynamics project variables:

      Project variableAction
      AppDynamics_HostUrlEnter the AppDynamics host URL.
      Important: Make sure that you do not enter any leading or trailing spaces.
      AppDynamics_AccountNameEnter the AppDynamics account name.

      AppDynamics_Application_ID

      Enter the application ID in AppDynamics in which you want to add an action when the integration is run.

      AppDynamics_UsernameEnter the user name to access the AppDynamics account.
      AppDynamics_PasswordEnter the password for the user name that you provided earlier.

      Add_Action_To_Policy

      Enter true or false.

      • If you enter true, the template automatically creates an HTTP request template and an action, and add it to the policy that you specify in Policy_Name. Then, from the policy, you can remove the actions and HTTP request templates that you added manually.

      • If you enter false, after you run the template, no new HTTP request template or action is automatically created in the policy. The template only creates the BMC Helix iPaaS security profiles and APIs. From the API Manager, get the API URL and credentials, and append them to the relevant places in the policy action or template.

      Policy_Name

      Enter the name of the AppDynamics policy for which you want to implement the integration. To add multiple policies, add comma separated values; for example, Policy 1, Policy 2, Policy 3.

    • BMC Helix Multi-Cloud Broker project variables:

      Project variable

      Action

      MCB_Host

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

      Important: Make sure that you do not enter any leading or 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_NameThis variable is autopopulated. Do not change the default value.

      MCB_Assigned_Group

      Enter the name of the support group to which you want to assign the incident.

      MCB_Assigned_Support_Organization

      Enter the name of the support organization to which you want to assign the incident.

      MCB_Assigned_Support_Company

      Enter the name of the support company to which you want to assign the incident.

      MCB_Assigned_Company

      Enter the name of the company for which you want to create the incident.

      MCB_Assigned_Company_Id

      Enter the ID of the company for which you want to create the incident.

      MCB_Assigned_Business_Unit

      Enter the name of the business unit to which you want to assign the incident.

      The following variables are inputs from BMC Helix ITSM. Either enter values for these variables or map appropriate AppDynamics 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_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 for which a corresponding AppDynamics alert should be created::

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

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 an alert is generated in AppDynamics, a corresponding incident is created in BMC Helix ITSM. 

(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 the BMC_Helix_ITSM_Incident_And_AppDynamics_Event_Vendor_To_MCB API.
    This API creates a BMC Helix ITSM incident from an AppDynamics alert.

  3. Select Enable Debug Mode Until: and set it for the required date and time.

  4. Save and publish the API.
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