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 incidents from Azure Monitor alerts via BMC Helix iPaaS, powered by Jitterbit

As an administrator, you can integrate BMC Helix ITSM with Azure Monitor to create a BMC Helix ITSM incident from an Azure 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 Azure Monitor. You configure the integration in BMC Helix Multi-Cloud Broker and deploy the template to your BMC Helix iPaaS, powered by Jitterbit environment.

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

This integration provides the following capabilities:

Use caseBMC Helix ITSM to Azure MonitorAzure Monitor to BMC Helix ITSM 
Create ticketsNACreates an incident in BMC Helix ITSM from an alert in Azure Monitor
Update ticket statusesUpdates the status of an Azure alert when the status of the corresponding BMC Helix ITSM incident is changed to In Progress, Resolved, or ClosedNA

Azure Monitor to BMC Helix ITSM data flow

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

BMC Helix ITSM to Azure Monitor data flow

The following image gives an overview of the data flow for synchronizing status from a BMC Helix ITSM incident to an Azure Monitor 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 Azure Monitor service
  • 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 Open link subscription
Others
  • Webhooks configured for Azure alerts

Task 1: To configure the integration

To integrate BMC Helix ITSM incidents with Azure alerts, you must first select the integration feature in Quick Configuration Guide, add vendor metadata, and configure a webhook for Azure alert.

Task 1.1: To perform the basic configurations

  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 the following steps:

    Important

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

    1. Under Notification, select Azure Alerts to ITSM Incident.
    2. 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 Microsoft as the vendor organization, if you have not already done so.
    3. To add 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 Azure Alerts.
        (Optional) Instance NameYou do not need to enter any value in this variable.
        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 section.

        Instance URLIf you have clicked Add Mapping, this field is auto-populated. You do not need to change the URL.
        Display Field Mapping

        By default, the basic Azure Monitor 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.
        The following image shows the fields displayed in the Map New Vendor pane for Azure Monitor:

    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 Azure integration section, refer to the configuration steps listed and select the check boxes as you complete each step. 

    6. Click Save.

Task 1.2: To configure a webhook for an Azure alert

  1. Log in to Microsoft Azure.
  2. Select Home > Alerts > Rules.
  3. Based on the type of webhook that you want to configure, perform the following steps:

    Type of webhookSteps
    Basic webhook
    1. In the Webhook panel, set Secure webhook to No.
    2. In URL, enter the URL to the BMC Helix iPaaS API that you are using.
    3. Set Common Alert Schema to Yes.

    The following image shows a sample basic webhook action:

    Secure webhook
    1. If you have not already done, register the app Open link .
      After you have registered your app, you can find the Object ID in the Overview tab. You will also need Application ID and Tenant ID for configuration in the Azure Alerts connector.
    2. In the Overview tab, copy Object ID of your registered app.
    3. In the Webhook panel, set Secure webhook to Yes.
    4. Paste the Object ID that you copied from the registered app.
    5. In URL, enter the URL to the BMC Helix iPaaS API that you are using.
    6. Set Common Alert Schema to Yes.

    The following image shows a sample secure webhook action:

    To know more, see the  Azure Monitor Open link  documentation.

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

  1. Download the  Create BMC Helix ITSM incident from Microsoft Azure alert Update 2022-10-01 Open link file.
    This file contains the
    BMC Helix iPaaS Cloud Studio project Create BMC Helix ITSM incident from Microsoft Azure alert.

    Important

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


  2. As a developer, log in to BMC Helix iPaaS and navigate to the 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 Microsoft Azure alert.json you downloaded.
    The Project Name and Organization fields are automatically populated depending on the values defined. 

  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 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 BMCHelixAzureAlertsITSMIncident.

      If required, you can change the name.

      BHIP_API_User_Roles

      Specify 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

      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

      Do not change this value.

      The default value of this variable is OAuth

      BHIP_Vendor_API_Profile_User_Name

      Do not enter any values in these variables.

      BHIP_Vendor_API_Profile_User_Password
      BHIP_Vendor_API_Profile_ApiKey_Name
      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

      Enable the update of the status of Azure Monitor alerts when the status of the corresponding BMC Helix ITSM incident is changed to In Progress, Resolved, or Closed.

      By default, this variable is enabled. If you want to disable updates of Azure Monitor alerts, set the default value to false.

      Enable_Vendor_To_BMC_Helix_Integration

      Enable the creation of a BMC Helix ITSM incident from an Azure alert. It also updates the status of the alert from the incident.

      By default, this variable is enabled. If you want to disable the creation of BMC Helix ITSM incidents, set the default value to false.

      BHIP_Vendor_API_OAUTH_PROVIDER

      Enter the name of the authentication provider.

      The default value of this variable is Azure AD. If you use a different authentication provider, refer to the documentation of that provider to configure the variable.

      BHIP_Vendor_OAUTH_CLIENT_IDEnter the client ID for your Azure Monitor instance only if you have provided the following values in the variables:
      • BHIP_Vendor_API_Profile_Type—OAuth
      • BHIP_Vendor_API_OAUTH_PROVIDER—Azure AD
      BHIP_Vendor_OAUTH_CLIENT_SECRETEnter the client secret for your Azure Monitor instance only if you have provided the following values in the variables:
      • BHIP_Vendor_API_Profile_Type—OAuth
      • BHIP_Vendor_API_OAUTH_PROVIDER—Azure AD

      Important

      To configure the OAuth variables, see Azure AD OAuth 2.0 API Security Profile Open link in the Jitterbit documentation.

    • BMC Helix Multi-Cloud Broker variables:

      Project variableAction
      MCB_Host

      Enter the BMC Helix Multi-Cloud Broker host URL in the following format:

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

      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

      Do not change this value. This variable is autopopulated.

      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 the appropriate Azure Monitor 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 you want to create a corresponding Azure Alert:

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

      The default value of this variable is set to User Service Restoration.

      Reported_Source

      Enter one of the following sources from which the BMC Helix ITSM incident is created:

      • Direct Input
      • Email
      • External Escalation
      • Fax
      • System Management
      • Phone
      • Voice Mail
      • Walk In
      • Web
      • BMC Impact Manager Event

      The default value of this variable is Other.

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 created in Azure Monitor, a corresponding incident is created in BMC Helix ITSM. When the status of the BMC Helix ITSM incident is changed to In Progress, Resolved, or Closed, the status of the corresponding Azure alert is updated.

(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_Azure_Alerts_ITSM_Incident_MCB_To_Vendor—This API is used to synchronize the status updates from a BMC Helix ITSM incident to an Azure alert.
    • BMC_Helix_Azure_Alerts_ITSM_Incident_Vendor_To_MCB—This API is used to create a BMC Helix ITSM incident from an Azure 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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