DevOps integration between BMC Helix ITSM and third-party applications
The development teams and IT operations teams of most organizations use different tools to manage and track their efforts. Using different tools can present a challenge to implementing DevOps practices across an organization. BMC Helix Multi-Cloud Broker aims at addressing the challenge of integrating the tools used by the IT operations teams with those used by development teams.
You can leverage the DevOps integration functionality for the following third-party applications:
- Atlassian Jira Software
- Rally Software (formerly known as CA Agile Central)
- Microsoft Azure DevOps
Benefits of DevOps integration
DevOps integrations between BMC Helix ITSM and third-party applications provide the following benefits:
- When a ticket is created in BMC Helix ITSM, a corresponding ticket is automatically created in a third-party application. Also, whenever a ticket is created in the third-party application, a corresponding ticket is automatically created in BMC Helix ITSM.
- The data between the BMC Helix ITSM ticket and the third-party application ticket; for example, status change and activity notes, is synchronized.
- The BMC Helix ITSM: Smart IT console displays the third-party application ticket ID as a link that opens the ticket in the third-party DevOps application.
- Multiple instances of Jira can be synchronized with BMC Helix ITSM. See Integrating BMC Helix ITSM with multiple Jira instances for more information about using multiple instances of Jira.
Components used to create third-party application tickets
BMC Helix Multi-Cloud Broker supports BMC Helix iPaaS, powered by Jitterbit, BMC Helix iPaaS, powered by MuleSoft, and BMC Helix Integration Service as the underlying integration technologies. These technologies contain different components that you can configure for an integration, as shown in the following images:
Learn about BMC Helix iPaaS, powered by Jitterbit and its components in BMC Helix iPaaS, powered by Jitterbit overview.
Learn about BMC Helix iPaaS, powered by MuleSoft and its components in BMC Helix iPaaS, powered by MuleSoft overview.
Learn about BMC Helix Integration Service and its components in BMC Helix Integration Service overview.
Important
When you integrate BMC Helix ITSM with Azure DevOps, it additionally uses Webhooks to create the incident or Azure DevOps work item.
How a BMC Helix ITSM ticket is created automatically from a third-party DevOps application ticket by using BMC Helix iPaaS
The following image shows an example of how BMC Helix Multi-Cloud Broker uses BMC Helix iPaaS to create a BMC Helix ITSM incident from a third-party DevOps application ticket:
How a third-party DevOps application ticket is created automatically from a BMC Helix ITSM ticket by using BMC Helix iPaaS
The following image shows an example of how BMC Helix Multi-Cloud Broker uses BMC Helix iPaaS to create a third-party DevOps application ticket from a BMC Helix ITSM incident:
How a BMC Helix ITSM ticket is created automatically from a third-party DevOps application ticket by using BMC Helix Integration Service
The following image shows an example of how BMC Helix Multi-Cloud Broker uses BMC Helix Integration Service to create a BMC Helix ITSM ticket from a third-party DevOps application ticket:
How a third-party DevOps application ticket is created automatically from a BMC Helix ITSM ticket by using BMC Helix Integration Service
The following image shows an example of how BMC Helix Multi-Cloud Broker uses BMC Helix Integration Service to create a third-party DevOps application ticket from a BMC Helix ITSM ticket:
How activity notes and status are updated in BMC Helix Multi-Cloud Broker
The following table lists the events that update the status and activity notes:
Event type | Event | Result |
|---|---|---|
Addition of a comment | A service desk agent adds a comment to the ITSM change request or incident (in Smart IT) and clicks Share with Jira/CA Agile Central. | The comment is added to the Jira/CA Agile Central issue. |
| A developer adds a comment to a Jira issue or user story. | The comment is added to the corresponding BMC Helix ITSM change request, incident, problem, known error request, or work order ticket. Important: The comment is displayed in the BMC Helix ITSM ticket only if the Viewable to all users option is selected in Jira. | |
| Addition of an attachment | Attachments are added to the comment, either in Jira or BMC Helix ITSM. | Attachments are shared between the applications. |
| Updates to a field | A field in the third-party application ticket is updated. | The updates are reflected in the corresponding BMC Helix ITSM incident fields. Important: This behavior applies to the fields that are mapped when specifying technology provider and field mapping during the third-party application data configuration. |
| Updates to a ticket status | The status of a third-party application ticket is updated. | Status change is added as an activity note in BMC Helix ITSM incident or change request. |
Activity notes display the third-party application ticket numbers and the author of the note.
The following table lists the different formats in which an activity note can be displayed:
From where a ticket is created | Format of the activity note |
|---|---|
From a third-party application to BMC Helix ITSM | Note added from <vendor> ticket <vendor ticket id as URL> by <vendor user first last names> Attachment(s) added: <fileName> Attachment(s) failed: <fileName> |
From BMC Helix ITSM to a third-party application | ITSM user <ITSM user first last name>, added a work note: <work note text> |
Supported integrations
The following table lists available integrations between BMC Helix ITSM and third-party DevOps applications:
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