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 IBM QRadar SIEM offenses via BMC Helix iPaaS, powered by Jitterbit

As an administrator, you can integrate BMC Helix ITSM with IBM QRadar Security Information and Event Management (SIEM) to create BMC Helix ITSM incidents from IBM QRadar offenses. The integration helps your agents to track and remediate security threats to your organization.

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 IBM QRadar SIEM. 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 IBM QRadar SIEMIBM QRadar SIEM to BMC Helix ITSM
Create tickets

NA

Creates an incident in BMC Helix ITSM from an offense generated in IBM QRadar

Update the ticket statuses

Closes an offense when the corresponding incident is closed

NA

Synchronize comments

Shares an activity note from an incident to an offense

NA

IBM QRadar 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 IBM QRadar offense:


BMC Helix ITSM to IBM QRadar data flow

The following image gives an overview of the data flow for updating an IBM QRadar offense from a BMC Helix ITSM incident:


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 IBM QRadar 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

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, perform the following steps:

    Important

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

    1. Under Security, select IBM Qradar 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 IBM as the vendor organization, if you have not already done so.
    3. To add vendor metadata for IBM QRadar, 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 IBM QRadar vendor metadata.
        Ticketing Technology ProviderFrom the list, select QRadar.
        (Optional) Instance NameIf you are using multiple instances of IBM QRadar, enter the instance name that you are using to identify it.
        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.

        InstanceURLIf you have clicked Add Mapping, this field is auto-populated.  Update the URL and replace the IBM QRadar server with the correct host name.
        Display Field Mapping

        By default, the basic IBM QRadar 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.

      3. 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.

        Important

        Make sure that you add the Broker Vendor Name: QRadar filter, along with any other filters that you want to add.

      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 QRadar integration section, refer 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 Create BMC Helix ITSM incident from IBM QRadar offense 2022-07-01  file.
    This file contains the BMC Helix iPaaS Cloud Studio project Create BMC Helix ITSM incident from IBM QRadar offense.

    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 IBM QRadar offense.json file 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 ... next to the project name 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 BMCHelixITSMIncidentAndQRadarOffense.

      If required, you can change the name.

      BHIP_API_User_RolesSpecify 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 BASIC type of BMC Helix Multi-Cloud Broker API profile.

      BHIP_MCB_API_Profile_User_Password

      Enter the password that should be used while creating the BASIC type of 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 enter any value for these variables.

      BHIP_Vendor_API_Profile_User_Name
      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 synchronization of updates and comments between the incident and offense.

      By default, this variable is set to true. If you want to disable the synchronization of updates and comments between the incident and offense, set this variable to false.

      Enable_Vendor_To_BMC_Helix_Integration

      Enable the creation of BMC Helix ITSM incidents from IBM QRadar offenses, sharing of activity notes between an incident and offense, and closing the offense from the incident.

      By default, this variable is set to true. If you want to disable the creation of BMC Helix ITSM incidents from IBM QRadar offenses, sharing of activity notes between an incident and offense, and closing the offense from the incident, set this variable to false.

    • IBM QRadar project variables:

      Project variable

      Action

      QRadar_Host_Url

      Enter the IBM QRadar instance URL in the following format:

      [http/https]://[host name]:[port]

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

      QRadar_User_Name

      Enter the name of the administrator who has access to the IBM QRadar instance.

      QRadar_User_Password

      Enter the password of the administrator user who has access to the IBM QRadar instance.

    • BMC Helix Multi-Cloud Broker project variables:

      Project variableAction
      MCB_Host

      Enter the BMC Helix Multi-Cloud Broker host URL to which IBM QRadar offenses 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

      Do not change this value.

      The default value of this variable is QRadar

      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 IBM QRadar fields if the data is available:

      Project variableAction
      ITSM_Company_NameEnter the name of the company for which an incident should be created in BMC Helix ITSM; 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 IBM QRadar offense should be created:

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

      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 an offense is generated in IBM QRadar, a corresponding incident is created in BMC Helix ITSM. Activity notes added to the BMC Helix ITSM incident are synced with the IBM QRadar offense. The offense is closed when the corresponding incident is closed.

(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_Incident_And_QRadar_Offense_MCB_To_VendorThis API synchronizes comments and status updates between the BMC Helix ITSM incidents and IBM QRadar offenses.

    • BMC_Helix_ITSM_Incident_And_QRadar_Offense_Vendor_To_MCB—This API creates BMC Helix ITSM incidents from IBM QRadar offenses.

  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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