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 SolarWinds alerts via BMC Helix iPaaS, powered by Jitterbit

As an administrator, you can integrate BMC Helix ITSM with SolarWinds to create BMC Helix ITSM incidents from SolarWinds alerts. With this integration, agents get notified about the issues in your infrastructure and can work on resolving them. With this integration, you can create the following types alerts of the following types:

  • An incident per alert that is generated in SolarWinds
  • An incident per server on which an alert is generated in SolarWinds

If required, you can create a new alert definition in SolarWinds for which you want to generate alerts. 

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 SolarWinds. You configure the integration in BMC Helix Multi-Cloud Broker and deploy the integration template to your BMC Helix iPaaS environment.

This integration provides the following capabilities:

ScenarioUse caseSolarWinds to BMC Helix ITSMBMC Helix ITSM to SolarWinds
Incident per alert

Create tickets

Creates a BMC Helix ITSM incident from a SolarWinds alert.

You can view the SolarWinds alert details in the corresponding incident. The incident number is also updated in the alert notes.

Not applicable

Synchronize updates

Updates an incident with details of the new server when a different server triggers the same alert

Not applicable
Synchronize statusesNot applicable

Updates the status of the alert to Acknowledge and removes the incident number from the alert note when the BMC Helix ITSM incident is closed

Incident per serverCreate tickets
  • Creates a BMC Helix ITSM incident from a SolarWinds alert. The incident number is updated in the alert notes.
  • When a different server triggers an alert with the same condition, a different incident is created in BMC Helix ITSM.
Not applicable
Synchronize updates

Updates the incident when the same server has any updates

Not applicable
Synchronize statusesNot applicableUpdates the status of the alert to Acknowledge and removes the incident number from the alert note when the BMC Helix ITSM incident is closed

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

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

SolarWinds to BMC Helix ITSM data flows (incident per alert)

The following image gives an overview of the data flow for creating a BMC Helix ITSM incident per SolarWinds alert:


The following image gives an overview of the data flow for updating a BMC Helix ITSM incident per SolarWinds alert:


SolarWinds to BMC Helix ITSM data flows (incident per server)

The following image gives an overview of the data flow for creating a BMC Helix ITSM incident per SolarWinds server:


The following image gives an overview of the data flow for updating a BMC Helix ITSM incident per SolarWinds server:

BMC Helix ITSM to SolarWinds data flow

The following image gives an overview of the data flow for updating a SolarWinds alert 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 22.1.01
  • SolarWinds SAM 2020.2.6
Authentication and permissions
  • Administrator access to a SolarWinds account

  • Administrator access to BMC Helix ITSM and BMC Helix Multi-Cloud Broker

Jitterbit Harmony subscription

A valid BMC Helix iPaaS  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, under Notification, select SolarWinds 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 Microsoft 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 SolarWinds.

        (OptionalInstance Name

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

        Instance URL

        Enter the URL of your SolarWinds instance.

        Display Field Mapping

        By default, the basic SolarWinds 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 .

        Vendor Field Mapping

        To perform a direct data synchronization between BMC Helix ITSM and SolarWinds, only update the mappings in the Remedy to Vendor Sync Fields and Vendor to Remedy Sync Fields sections. You must not update any other sections.

        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.

    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 SolarWinds 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 Solarwinds Alert With ITSM Incidents 2022-08-01 file.
    This file contains the BMC Helix iPaaS Cloud Studio project Sync Solarwinds Alert With ITSM Incidents.

    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 Solarwinds Alert With ITSM Incidents.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 project 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 BMC_Helix_ITSM_Incident_And_Solarwinds_Alert.

      Important: Do not 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

      The integration template creates an API in BMC Helix iPaaS to handle requests from BMC Helix Multi-Cloud Broker.

      Enter the user name that should be used while creating the BMC Helix Multi-Cloud Broker API profile.

      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 template creates 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 ANONYMOUS.

      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 do not 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 SolarWinds alerts from BMC Helix ITSM incidents.

      By default, this variable is set to true. If you want to disable updates of SolarWinds alerts, set the default value to false.

      Enable_Vendor_To_BMC_Helix_Integration

      Enable the creation and updates of BMC Helix ITSM incidents from SolarWinds 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.

    • SolarWinds variables:

      Project variableAction
      SolarWinds_Host Enter the host URL of your SolarWinds instance. 
      SolarWinds_PortEnter the port number to access the SolarWinds API endpoints.
      SolarWinds_User_NameEnter the user name that has access to the SolarWinds instance.
      SolarWinds_User_PasswordEnter the password for the user name that you provided.
      SolarWinds_Action_descriptionEnter the description of the action that is associated with the alert. 
      SolarWinds_Action_Enabled

      Enter true to create an incident for an alert. 

      SolarWinds_Action_title Enter the title of the action that you want to trigger. 
      SolarWinds_Action_typeEnter the type of the action that you want to trigger; for example, enter sendHttpRequest to call the Jitterbit webhook. 
      SolarWinds_AlertsNames

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

      To specify multiple alerts, enter a comma separated list; for example, Alert1, Alert 2, Alert3.

      SolarWinds_Incident_Per_Object

      The default value of this variable is false due to which an incident is created for an alert.

      If you want to create different incidents for different servers generating the same alert, set the value to true

      SolarWinds_CustomProperty

      Add a custom property for the server you want to monitor; for example, IP address, host name.

      SolarWinds_CustomProperty_description

      Enter a description of the custom property that you added earlier.

    • BMC Helix Multi-Cloud Broker project variables:

      Project variable

      Action

      MCB_Host

      Enter the BMC Helix Multi-Cloud Broker host URL to which SolarWinds 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.

      The following variables are inputs from BMC Helix ITSM. Either enter values for these variables or map appropriate SolarWinds 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 customer.
      ITSM_Customer_Last_NameEnter the last name of the customer.
      ITSM_Incident_Type

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

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

      SolarWinds 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 an alert is generated in SolarWinds, 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 any of the following APIs:

    • BMC_Helix_ITSM_Incident_And_SolarWinds_Alert_MCB_To_Vendor—This API updates an alert from a BMC Helix ITSM incident.
    • BMC_Helix_ITSM_Incident_And_SolarWinds_Alert_Vendor_To_MCB—This API creates a BMC Helix ITSM incident from a SolarWinds 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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