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 Jira issues from problem records via BMC Helix iPaaS, powered by Jitterbit

As an administrator, you can integrate BMC Helix ITSM with Jira to create Jira issues from BMC Helix ITSM problem records.

BMC Helix Multi-Cloud Broker, along with BMC Helix iPaaS, powered by Jitterbit provides an out-of-the-box integration template that you use to integrate BMC Helix ITSM and Jira. 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 gives an overview of the capabilities that this integration supports:

This integration provides the following capabilities: 

Use caseBMC Helix ITSM to Atlassian JiraAtlassian Jira to BMC Helix ITSM
Create a ticketCreates a Jira issue from a BMC Helix ITSM problem recordNA

Synchronize updates

NA

Updates the problem record when the vendor data in the Jira issue is updated

Share comments (with and without attachments)

Shares an activity note in the problem record with the Jira issue as a comment.

Important: To share comments, select Share with Jira when you add the comment in BMC Helix ITSM.

Shares a comment in the Jira issue with the worklog in the problem record

The following image is an example of the Jira issue details displayed in the corresponding BMC Helix ITSM problem record:

BMC Helix ITSM to Jira data flows

The following image gives an overview of the data flow for creating a Jira issue from a BMC Helix ITSM problem:


The following image gives an overview of the data flow for adding a comment in a Jira issue from a BMC Helix ITSM activity note:


Jira to BMC Helix ITSM data flows

The following image gives an overview of the data flow for updating a BMC Helix ITSM problem from a Jira issue:


The following image gives an overview of the data flow for synchronizing comments from a Jira issue to a BMC Helix ITSM problem:


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 Jira account and the Jira API token.

  • Administrator access for BMC Helix Multi-Cloud Broker and BMC Helix ITSM users to run this integration.
  • Write access for Jira users to create and update an issue.
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. In 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 DevOps integration, select ITSM Problem to Jira Issue.
    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 Atlassian as the vendor organization, if you have not already done so.
    3. To add vendor metadata configuration, 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 JIRA.
        Instance NameIf you are using multiple instances of Jira, enter the name of the Jira 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 Vendor Field Mapping and Display Field Mapping sections.

        (Optional) Instance URL

        Update the Jira server name and port in the default URL.

        The default value of this variable is https://[jira server name]:[port]/browse/{key}.

        Vendor Field Mapping

        To perform a direct data synchronization between BMC Helix ITSM and Jira, 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.

        Display Field Mapping

        By default, the basic Jira 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.

        Resolves Problem Ticket When Vendor Closes It

        Select this option if you want to close the problem record when a Jira issue is closed.
        Integration PlatformSelect Jitterbit.
      3. Click Save.

    4. To fetch the problem records, click Define filter criteria to fetch records from ITSM to Helix Multi-Cloud Broker for problem, 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 a problem record matches the operation and filter that you have selected, the system fetches that problem record to BMC Helix Multi-Cloud Broker.
  8. In the Configure JIRA integration section, refer the configuration steps listed and select the check boxes as you complete each step.
  9. Click Save.

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

  1. Download the  Create Atlassian Jira issue from BMC Helix ITSM problem Update 2022-07-01 file.
    This file contains the BMC Helix iPaaS Cloud Studio project Create Atlassian Jira issue from BMC Helix ITSM problem.

    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 Atlassian Jira issue from BMC Helix ITSM problem.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 BMCHelixITSMProblemAndJiraIssue. If required, 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 for the security profile used with the BMC Helix iPaaS API for BMC Helix Multi-Cloud Broker.

      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 for the security profile used with the BMC Helix iPaaS API for BMC Helix Multi-Cloud Broker.

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

      BHIP_Vendor_API_Profile_Type

      Change the default value by selecting one of the following supported values, if required:

      • BASIC

      • ANONYMOUS

      The default value is APIKEY.

      BHIP_Vendor_API_Profile_User_Name

      Enter the user name for the security profile that you want to use with the vendor API. 

      Important: You need to 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: You need to provide a value for this variable, only if you select the BASIC option in BHIP_Vendor_API_Profile_Type.

      BHIP_Vendor_API_Profile_ApiKey_Name

      Change the default value, if required.

      The default value is apiKey.

      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 creation of Jira issues from BMC Helix ITSM problem records, and synchronization of comments.

      By default, this variable is set to true. If you want to disable the creation of Jira issues from BMC Helix ITSM problem records, and synchronization of comments, set this variable to false.

      Enable_Vendor_To_BMC_Helix_Integration

      Enable the update of vendor data in BMC Helix Multi-Cloud Broker when the vendor data in a Jira issue is updated.

      By default, this variable is set to true. If you want to disable the update of vendor data in BMC Helix Multi-Cloud Broker when the vendor data in a Jira issue is updated, set this variable to false.

    • Jira project variables:

      Project variable

      Action

      Jira_Host_URL

      Enter the host URL of the Jira instance in the following format:
      [http/https]://[hostname]:[port]

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

      Jira_User_NameEnter the name of the user accessing Jira.
      Jira_User_PasswordEnter the API token for Jira that you created earlier.
      Jira_Query_Project_KeysEnter the Jira project key from which you want to filter Jira issues. You can add multiple project keys by specifying comma separated values; for example, JiraProject1JiraProject2.
      Important: While adding a value in this variable, make sure that you include the project key specified in the Jira_Create_Issue_Project_Key variable. This enables the synchronization of problem records that are brokered from BMC Helix ITSM to Jira.
      Jira_Create_Issue_Project_Key
      Enter the Jira project key under which you want to create a Jira issue from a BMC Helix ITSM problem record; for example, if you specify MCB as the project key, when a problem record is created in BMC Helix ITSM, a corresponding Jira issue is created under the Jira project with the specified key.

      Important: You can also specify the Jira project key by mapping a BMC Helix Multi-Cloud Broker field that contains the project key with the key field in the target application.

      To do this action, in the MCB Workflow, you update a transformation by deleting the existing mapping in the key field and then mapping it with the BMC Helix Multi-Cloud Broker field in the project element.

      Refer to the following image and perform the steps in the given sequence to map the fields:

    • BMC Helix Multi-Cloud Broker project variables:

      Project variableAction
      MCB_Host

      Enter the BMC Helix Multi-Cloud Broker host URL to which Jira issues 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 username.
      MCB_Vendor_Name

      Enter the value in the following format for multiple instances of Jira:

      JIRA.<Instance name>

      The instance name in the format is the name that you entered in the Instance Name field while configuring vendor metadata.

      MCB_Field_ID_For_Jira_Issue_Type

      Enter the BMC Helix Multi-Cloud Broker field ID that contains the value for defining the Jira issue type during BMC Helix Multi-Cloud Broker to Jira operations.

      The default value of this field is 466000053 that is mapped with the Resolution Category Tier 3 field in the problem record. If you use any other field from the problem record to contain the Jira issue type, enter the ID of that field in this variable.

      Important: If this variable is blank, by default, a Jira story is created.

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 record is created in BMC Helix ITSM, a corresponding issue is created in Jira. When the vendor data in the Jira issue is updated, the corresponding BMC Helix ITSM problem record is updated. Comments added to Jira issue are synced with the BMC Helix ITSM problem record, and the converse is true.

Important

Every time you modify the integration project, you must deploy it again. The UI displays a message for the deployment status.

(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, select API Manager > My APIs.
  2. Open any of the following APIs:

    • BMC_Helix_ITSM_Problem_And_Jira_Issue_MCB_To_Vendor—This API creates a Jira from a BMC Helix ITSM problem record.
    • BMC_Helix_ITSM_Problem_And_Jira_Issue_Vendor_To_MCB—This API updates the vendor data in BMC Helix Multi-Cloud Broker from a Jira issue update.
  3. Select Enable Debug Mode Until: and set it for the required date and time.

  4. Save and publish the API.

(Optional) Task 6: To map a custom field between BMC Helix ITSM and Jira

You can map custom fields between BMC Helix ITSM and Jira. To learn about the steps to customize the integration, see Mapping custom fields for integrations by using BMC Helix iPaaS, powered by Jitterbit.

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