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.

DevOps integration with multiple instances of JIRA Software

The development teams and IT operations teams in most organizations use separate tools to track their efforts. BMC Helix Multi-Cloud Broker enables the development and IT operations teams to work together seamlessly, irrespective of the tools they use. BMC Helix Multi-Cloud Broker helps integrate BMC Helix ITSM with development tracking tools like Atlassian JIRA Software.

You can choose to integrate BMC Helix Multi-Cloud Broker with more than one instance of Jira, if required. For example, an organization might have teams working on different applications, each using a separate instance of Jira. Using BMC Helix Multi-Cloud Broker, the organization can integrate their BMC Helix ITSM instance with all the relevant Jira instances.


Apex Global needs to update their company's leave tracking application and their payroll application to add a new field that will display the name of the group manager. The company practices continuous delivery of code-to-production deployments. Apex Global requires that a change request be created whenever a Jira user story reaches a certain status.

The following conditions apply to this scenario:

  • The IT operations team uses BMC Helix ITSM for change tracking.
  • The two development teams (working separately on the leave tracking application and the payroll application) use different instances of Jira to track their development efforts.


Apex Global implements their requirements by using BMC Helix Multi-Cloud Broker:


BMC Helix Multi-Cloud Broker


Set up BMC Helix Multi-Cloud Broker to integrate BMC Helix ITSM with two separate Jira instances.

BMC Helix Multi-Cloud Broker


Set up the required trigger conditions for the change request creation.

Atlassian JIRA SoftwareDevelopment teams

Create a user story in the respective instances of Jira and start development efforts.


Atlassian JIRA SoftwareDevelopment teams

Mark each story as Done.



After Apex Global performs the tasks to integrate BMC Helix ITSM with the relevant Jira instances, closed Jira stories are synchronized to BMC Helix ITSM change requests in the following ways: 

  1. After the development teams mark each story as Done, BMC Helix Multi-Cloud Broker creates corresponding change requests in BMC Helix ITSM.
  2. IT operations team can view both change requests in BMC Helix ITSM: Smart IT and can track the changes to deployment.


  • Effective service management with the capability to integrate with multiple tools.

  • Savings in effort and time by eliminating manual a creation of change request for each user story.
  • Seamless communication across teams - Both the BMC Helix ITSM change request and the Jira user stories are updated when a note is added or the status is updated for the change request or the user story.
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