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 Dynatrace problems via BMC Helix iPaaS, powered by Jitterbit

As an administrator, you can integrate BMC Helix ITSM with Dynatrace to synchronize Dynatrace alerts with BMC Helix ITSM incidents. When an alert is generated for a Problem Policy in Dynatrace, a corresponding incident is created in BMC Helix ITSM, enabling administrators to manage Dynatrace alerts in BMC Helix ITSM.

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 Dynatrace. 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 provides an overview of the capabilities that this integration supports:


This integration provides the following capabilities:

Use caseDynatrace to BMC Helix ITSMBMC Helix ITSM to Dynatrace
Create tickets

Creates a BMC Helix ITSM incident for a Dynatrace problem.

The host name, display ID, problem title, and problem ID are added to the Description field in the Problem details section of the BMC Helix Multi-Cloud Broker incident created. 

Important:

  • A problem is generated based on the Problem Policy defined in Dynatrace. A Problem Policy defines the events for which a Problem should be generated. 
  • A single incident is created for each Problem Policy. Details of the events are added to the Dynatrace details in the incident record.
  • A link to the Notification define is displayed in the Dynatrace Alert Ticket Details section. To open the associated Problem, navigate to the Problems section in Dynatrace, and open the associated problem record.

NA

Synchronize updates

Updates the vendor data in BMC Helix Multi-Cloud Broker when a Dynatrace problem is created. You can then view the Dynatrace problem details in the BMC Helix ITSM: Smart IT UI.

Closes a Dynatrace problem and removes the incident ID from the Problem notification when the corresponding BMC Helix Multi-Cloud Broker incident is closed.

The host details are removed from the Problem details section in the BMC Helix Multi-Cloud Broker incident.

Adds the details of the events to the BMC Helix ITSM incident when multiple events occur for the problem policy

NA

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

Dynatrace to BMC Helix ITSM data flow

The following image gives an overview of the data flow for creating or updating a BMC Helix ITSM incident from a Dynatrace problem:

BMC Helix ITSM to Dynatrace data flow

The following image gives an overview of the data flow for closing the Dynatrace problem when a BMC Helix ITSM incident is closed:

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
  • Permissions to create and update incidents in BMC Helix ITSM
  • 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
  • API access token for the account created in Dynatrace.
    For more information about generating the API access token, see Dynatrace API - Tokens and authentication .
Limitations
  • Problem Policy created in Dynatrace by using secure webhook
  • No duplicate alerts with the same condition in Dynatrace

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

    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:

    Important

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

    1. Under Notifications, select Dynatrace Alert to ITSM Incident.


    2. Click Next.
  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 Dynatrace as the vendor organization, if you have not already done so.

    3. To add the vendor metadata, click Manage Vendor Metadata and perform the following steps:

      1. On the Map Vendors page, click Map Vendor.

        1. 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 DynatraceAlert.

          (Optional) Instance Name

          If you are using multiple instances of Dynatrace, 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 section.

          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://<dynatrace server name>/ui/settings/builtin:problem.notifications?gtf=-2h&gf=all&id={notificationId}

          Replace <dynatrace server name> with the host name of your Dynatrace instance. For example, update the value to https://dynatrace.bmc.com/ui/settings/builtin:problem.notifications?gtf=-2h&gf=all&id={notificationId}

          Process Name

          Enter a name for the process that is created in BMC Helix Innovation Studio.

          The default value of this variable is com.bmc.dsm.ticket-brokering-lib:Connector Process DynatraceAlert.

          Display Field Mapping

          By default, the basic Dynatrace 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 .

          Integration Platform

          Select Jitterbit.


      2. 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. 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 Dynatrace 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 template project file

  1. Download the Sync BMC Helix ITSM incidents and Dynatrace Alerts 2022-07-01  file.
    This file contains the BMC Helix iPaaS Cloud Studio project Sync BMC Helix ITSM incidents and Dynatrace 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 Sync BMC Helix ITSM incidents and Dynatrace Alerts.json file you downloaded.
    The Project Name and Organization fields are automatically populated. The default project name is displayed, but you can change it, as needed.

  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 DynatraceAPIName.

      Do not 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_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_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.

      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_Host

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

      Important: Make sure you don't enter any leading and trailing spaces.

      BHIP_User_NameEnter the user name for the BMC Helix iPaaS instance.
      BHIP_User_PasswordEnter the password for the BMC Helix iPaaS instance.
      Enable_BMC_Helix_To_Vendor_Integration

      Enable the updates of Dynatrace alerts from BMC Helix ITSM incidents.

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

      Enable_Vendor_To_BMC_Helix_Integration

      Enable the creation of BMC Helix ITSM incidents from Dynatrace, and synchronization of updates and comments.

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

    • Dynatrace variables:

      Project variableAction
      Dynatrace_HostEnter the Dynatrace instance URL where you want to run this project.
      Dynatrace_API_TokenEnter the API token generated for Dynatrace.
      DYNATRACE_NOTIFICATIONS

      Add comma separated values of the names of the notifications you want to trigger when events associated to the notifications occur. The notifications must be available in Dynatrace. 

      To learn more about adding notifications in Dynatrace, see  Adding notifications in Dynatrace by using webhooks .

    • BMC Helix Multi-Cloud Broker project variables:

      Project variable

      Action

      MCB_Host

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

      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 Dynatrace 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.

      ITSM_Incident_Type

      Enter any of the following incident types for which you want to create a Dynatrace alert:

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

      Dynatrace alerts are generated only for the incidents of the types defined in this variable. The default value of this variable is User Service Restoration.

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 problem is created in Dynatrace, a corresponding incident is created in BMC Helix ITSM. Any additional alerts created for the problem are included in the same incident.

(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_Dynatrace_alert_Vendor_To_MCB API.

  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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Comments

  1. Roland Brã¼gger

    Hi all, Question: "Before You Begin" > Required Version: BMC Helix ITSM version 20.08 and later

    I assume its a typo, since we are on BMC Helix ITSM 21.3 incl. MCB 21.3 and we were told NOT be able to use this template, since our whole Helix instance must be on the same version.

    Kindly clarify or correct this. Thanks and best regards, Roland

    Dec 21, 2022 07:37
  2. Anushree Chavan

    Hello! Thank you, for your comment. 

    Yes, the ITSM and Multi-Cloud Broker versions need to be the same. We've mentioned this in the Orientation topic as well.

    However, the BMC Helix Multi-Cloud Broker templates work with ITSM from ITSM 20.08 version.

    We'll discuss this with our PMs and SMEs once, and update the information accordingly.

    Regards,

    Anushree

    Dec 27, 2022 05:37