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.

Mapping custom fields for integrations by using BMC Helix iPaaS, powered by Jitterbit

As an administrator, use BMC Helix iPaaS, powered by Jitterbit, to integrate BMC Helix ITSM with vendor (third-party) applications. Use the out-of-the-box integration templates that are available for supported integrations and deploy them to your BMC Helix iPaaS environment. The integration templates contain predefined project variables that you update based on your system details. The project variables help you establish a connection and data transfer between BMC Helix ITSM and a third-party application.

Out of the box, some fields between BMC Helix ITSM and third-party applications are mapped so that you can start integrating the applications. However, you can map custom fields between BMC Helix ITSM and a third-party application.

The following image shows the steps to map a custom field in third-party application with a BMC Helix ITSM field:

Gliffy_2105_Vendor to ITSM custom field mapping

The following image shows the steps to map a custom field in BMC Helix ITSM with a field in the third-party application:

21.05_ITSM to vendor custom field mapping


Mapping a custom field from a vendor (third-party) application to BMC Helix ITSM

Perform the following tasks to map a custom field from a third-party  application to a BMC Helix ITSM field. Also, in the third-party application field mapping for the required BMC Helix ITSM ticket type, update the fields in the Remedy to Vendor Sync Fields or Vendor to Remedy Sync Fields section. This ensures that the mapped fields are updated when you update tickets.

Task 1: To add a custom field in a third-party application

In your third-party application, add the required type of custom field.

To learn about the steps to add a custom field, refer to the documentation of the third-party application that you use.

Task 2: To add a corresponding field in BMC Helix Multi-Cloud Broker record definition

After you add a custom field in your third-party application, add a corresponding field in a BMC Helix Multi-Cloud Broker record definition.

  1. Log in to BMC Helix Innovation Studio.
  2. On the Workspace tab, open Ticket Brokering Library.
  3. On the Records tab, open the record with which you want to integrate your third-party application ticket.
    For example, open the Incident record.
  4. Click New field and complete the fields.
    To learn more about completing the fields, see Creating or modifying regular record definitions .

Task 3: To map a custom field in a third-party application with a BMC Helix Multi-Cloud Broker field

After you add a field in BMC Helix Multi-Cloud Broker that corresponds to the custom field in your third-party application, you must map the fields with each other to ensure that the field data is passed from the third-party application to BMC Helix Multi-Cloud Broker.

  1. Log in to BMC Helix iPaaS and navigate to Cloud Studio.
  2. Select your organization and the environment in which you have imported the integration template.
  3. Open the required project.
    For example, open the Sync BMC Helix ITSM incident and Atlassian Jira issue project.
  4. On the Workflows tab, open the workflow for ticket creation from a third-party application to BMC Helix Multi-Cloud Broker.
    For example, open Jira Issue to MCSM Incident.
  5. Under the main workflow, open the workflow that creates a record in BMC Helix Multi-Cloud Broker.
    For example, under the Jira Issue to MCSM Incident main workflow, open Create MCSM Incident.
  6. Select the transformation that creates a BMC Helix Multi-Cloud Broker record from a third-party application ticket and click View/Edit.
    For example, in the Create MCSM Incident workflow, click the Jira Issue to Incident Create transformation.
  7. In the Target section, click the settings icon  and then, click Refresh Schema, as shown in the following image:

    This action fetches the custom fields from the BMC Helix Multi-Cloud Broker record definition.
  8. In the target schema, open the BMC Helix Multi-Cloud Broker custom field with which you want to map the custom field in Jira.
    For example, you open MCBIncCustomField.
  9. Depending on whether the source and target applications use connectors or JSON objects, perform one of the following steps:

    • If the source application uses webhooks to pass information, perform the following steps to map the custom fields:
      1. To fetch the custom field data from the webhook request object for the third-party application, click the angle brackets icon <> and add a script. The webhook request object name is jsonObj.
        For example, add the following script to fetch the custom field from Jira:

        $jsonObj["issue"]["fields"]["customfield_10190"]

        The steps to fetch the custom field key from the third-party application ticket metadata change based on the third-party application.

        For example, to fetch the customfield_10190 key from Jira, perform the following steps:

        a. Log in to Jira.

        b. In the following URL, change the project key and find the custom field key from the metadata displayed:
        https://multi-cloud.atlassian.net/rest/api/3/issue/createmeta?projectKeys=MC&expand=projects.issuetypes.fields


        Refer to this topic for more details about fetching field metadata from Jira.

        c. Use the key from the metadata in the script in step 9.

    • If the source and target applications use connectors to pass information, perform the following steps to map the custom fields:
      1. Refresh the source and target schemas to update them with new custom fields.
      2. From the source section, drag the custom field to a field in the target section.

Task 4: To create a field in BMC Helix ITSM

After you map the custom field in third-party application with a BMC Helix Multi-Cloud Broker field, make sure that you also create a custom field in BMC Helix ITSM.

For steps to create the field, see  Creating and managing fields .

Task 5: To map a custom field in BMC Helix Multi-Cloud Broker with BMC Helix ITSM

After you create a field in BMC Helix ITSM, you map it with the custom field that you created in BMC Helix Multi-Cloud Broker to ensure that the field data is passed from BMC Helix Multi-Cloud Broker to BMC Helix ITSM.

  1. Log in to BMC Helix Innovation Studio.
  2. On the Workspace tab, click Ticket Brokering Library.
  3. On the Processes tab, click Remedy ITSM Operations.
  4. On the process designer canvas, select the element to create an ITSM ticket for the required ticket type.
    For example, select Create ITSM Incident.
  5. In Properties, on the Elements tab, click Add/Remove Input Map Fields and add the required custom field from the available list.
    For example, add the CustomLabel field.
  6. Click Edit next to the custom field that you added.
  7. On the Edit Expression dialog box, under Available Values, expand the ticket type for which you are mapping the custom field.
    For example, expand Incident Record.
  8. From the ticket type that you expanded, add the custom field.
    For example, from Incident Record, add CustomLabel.
  9. Click OK.
  10. On the process designer, click Save.
    You can perform the same steps for updating the BMC Helix ITSM tickets. In step 4, select an element that updates a BMC Helix ITSM ticket, such as Update ITSM Incident.

Perform this task only if you want to map any selection type of custom or out-of-the-box fields whose selection field value indexes do not match in BMC Helix Multi-Cloud Broker and BMC Helix ITSM.

  1. Log in to BMC Helix Multi-Cloud Broker.
  2. On Workspace, click Ticket Brokering Library.
  3. On the Processes tab, select Remedy ITSM Operations and then click Edit.
  4. On the process designer canvas, for the required ticket type, select the element to prepare values.
    For example, select Prepare Incident Values.
  5. On the Properties tab, in Name, select the required selection type of field that you want to map.
    By default, the Priority field is selected.
  6. In Source, compute the index of the selection field so that the index of the custom field in BMC Helix Multi-Cloud Broker and BMC Helix ITSM matches.

    Important

    For new fields that are not displayed in the element to prepare values, for example, in Prepare Incident Values, add a new process variable. Then, store the calculated value in that variable and map it with the new field in target activity in the template.


The custom field in your third-party application is mapped with the custom field in BMC Helix ITSM.

Mapping a custom field from BMC Helix ITSM to a vendor (third-party) application

Perform the following tasks to map a custom field from BMC Helix ITSM with a field in a third-party application.

Task 1: To create a custom field in BMC Helix ITSM

First, you must create a custom field in BMC Helix ITSM. For steps to create the field, see  Creating and managing fields .

Task 2: To create a corresponding field in BMC Helix Multi-Cloud Broker record definition

After you create a custom field in BMC Helix ITSM, you then create a corresponding field in a BMC Helix Multi-Cloud Broker record definition.

  1. Log in to BMC Helix Innovation Studio.
  2. On the Workspace tab, open Ticket Brokering Library.
  3. On the Records tab, open the record with which you want to integrate your third-party application ticket.
    For example, open the Incident record.
  4. Click New field and complete the fields.
    To learn more about completing the fields, see  Creating or modifying regular record definitions .

Task 3: To map a custom field in BMC Helix ITSM with a BMC Helix Multi-Cloud Broker field

After you create a field in a BMC Helix Multi-Cloud Broker record definition for a custom field in BMC Helix ITSM, you map the fields with each other to ensure that data is passed from the BMC Helix ITSM field to the BMC Helix Multi-Cloud Broker field.

  1. Log in to BMC Helix Innovation Studio.
  2. On the Workspace tab, click Ticket Brokering Library.
  3. On the Processes tab, select the following operations based on the ticket type and then click Edit:
    • Incident Operations
    • Change Operations
    • Known Error Operations
    • Problem Operations
    • Work Order Operations
    For example, select Incident Operations for mapping custom field in the incident record definition.
  4. On the process designer canvas, select the element to create a ticket for the required ticket type.
    For example, select Create Incident.
  5. In Properties, on the Elements tab, click Add/Remove Input Map Fields and add the required custom field from the available list.
    For example, add the CustomITSMLabel field.
  6. Click Edit next to the custom field that you added.
    The Edit Expression dialog box is displayed.
  7. On the Edit Expression dialog box, under Available Values, expand the ticket type for which you are mapping the custom field.
    For example, expand Incident Record.
  8. From the ticket type that you expanded, add the custom field.
    For example, from Incident Record, add CustomITSMLabel.
  9. Click OK.
  10. On the process designer, click Save.
    You can perform the same steps for the updating the third-party application tickets. To do this, in step 4, select an element that updates a ticket. For example, select Update Incident Values.

Perform this task only if you want to map any selection type of custom or out of the box fields whose indexes do not match in BMC Helix ITSM and BMC Helix Multi-Cloud Broker.

  1. Log in to BMC Helix Innovation Studio.
  2. On the Workspace tab, click Ticket Brokering Library.
  3. On the Processes tab, select any of the following operations and then click Edit:
    • Incident Operations
    • Change Operations
    • Known Error Operations
    • Problem Operations
    • Work Order Operations
  4. On the process designer canvas, for the required ticket type, select the element to prepare values.
    For example, select Prepare Incident Values.
  5. On the Properties tab, in Name, select the required selection type of field that you want to map.
    By default, the Priority field is selected.
  6. In Source, compute the index of the selection field so that the index of the field in BMC Helix Multi-Cloud Broker and BMC Helix ITSM matches.

    Important

    For new fields that are not displayed in the element to prepare values, for example, in Prepare Incident Values, add a new process variable. Then, store the calculated value in that variable and map it with the new field in target activity in the template.

Task 4: To create a custom field in a third-party application

After you map the fields from BMC Helix ITSM and BMC Helix Multi-Cloud Broker, make sure that you create a custom field in your third-party application.

To learn about the steps to add a custom field, refer the documentation of the third-party application that you use.

Task 5: To map a custom field in BMC Helix Multi-Cloud Broker with a third-party application field

  1. Log in to BMC Helix iPaaS and navigate to Cloud Studio.
  2. Select your organization and environment in which you have imported the integration template.
  3. Open the required project.
    For example, open Sync BMC Helix ITSM incident and Atlassian Jira issue project.
  4. On the Workflows tab, open the workflow that creates a ticket from BMC Helix Multi-Cloud Broker to the third-party application.
    For example, open MCSM Incident to Jira issue.
  5. Under the main workflow, open the workflow that creates a ticket in the third-party application.
    For example, under the MCSM Incident to Jira issue main workflow, open Create Jira Issue.
  6. Select the transformation that creates a third-party application ticket from the BMC Helix Multi-Cloud Broker record and click View/Edit.
    For example, in Create Jira Issue, click the Incident to Jira Issue Create transformation.
  7. To refresh the schemas, in the Source and Target sections, click the settings icon .
    After the schemas are refreshed, the custom fields are displayed in both the sections.
  8. From the Source section, drag the required custom field to the custom field in the Target section, as shown in the following image:



The custom field in BMC Helix ITSM is mapped with the custom field in your third-party application.

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