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 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:

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: 

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 Configuration, Helix 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 2022-10-01  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 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 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_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 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 variable	Action
     Dynatrace_Host	Enter the Dynatrace instance URL where you want to run this project.
     Dynatrace_API_Token	Enter the API token generated for Dynatrace.
     DYNATRACE_NOTIFICATIONS	Add comma separated values of the names of the notifications you want to trigger when problems associated to the notifications are created. The notifications must be available in Dynatrace. To learn more about adding notifications in Dynatrace, see  Adding notifications in Dynatrace by using webhooks in the official Dynatrace documentation.

   • 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_Password	Enter the password for the provided user name.
     MCB_Vendor_Name	This 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_Name	Enter 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

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.

Related topics

Getting started with BMC Helix Multi-Cloud Broker

Leveraging integration technologies to integrate BMC Helix ITSM and third-party applications