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 MuleSoft

As an administrator, use BMC Helix iPaaS, powered by MuleSoft, to integrate BMC Helix ITSM with vendor 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 vendor application.

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

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

Custom field mapping vendor to ITSM for MuleSoft

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

Custom field mapping ITSM to vendor for MuleSoft


Mapping a custom field from a vendor application to BMC Helix ITSM

Perform the following tasks to map a custom field from a vendor application to a BMC Helix ITSM field. Also, in the vendor 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 vendor application

In your vendor application, add the required type of custom field.

To learn about the steps to add a custom field, refer to the documentation of the vendor 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 vendor 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 vendor 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 vendor 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 vendor application, you must map the fields with each other to ensure that the field data is passed from the vendor application to BMC Helix Multi-Cloud Broker.

  1. Log in to MuleSoft Anypoint Studio.
  2. Open the integration template for which you want to map the custom fields.
  3. Select src/main/mule > vendorBusinessLogic.xml.
  4. Open the MCB Create Operation Payload transformation.
  5. To map the custom fields, perform any of the following actions:
    • If the custom fields from vendor application and BMC Helix Multi-Cloud Broker are displayed in the Input and Output sections, drag the custom field from the Input section to the Output section.
    • If the custom fields are not displayed in the Input and Output sections, perform the following steps:
      1. To display the custom fields in the Output section, in the MCB Create Record Data operation, click Refresh Metadata.
      2. In the MCB Create Operation Payload, perform the following steps:
        1. In the Output section, right click on the custom field from BMC Helix Multi-Cloud Broker that you want to map.
        2. Click Edit field assignment.
        3. In the text box, enter the custom field key from the vendor application in the following format:
          payload.fields.customfieldname
          Get the key of the custom field from the vendor metadata.

          The steps to fetch the custom field key from the vendor ticket metadata change based on the vendor 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.

        4. Click Finish.
          The custom fields that you mapped are displayed in the Output Payload section.

You can perform these steps to update the BMC Helix ITSM tickets. In Step 5a, select a transformation that updates a ticket; for example, MCB Update Operation Payload

Task 4: To create a field in BMC Helix ITSM

After you map the custom field in vendor 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 vendor application is mapped with the custom field in BMC Helix ITSM.

Mapping a custom field from BMC Helix ITSM to a vendor application

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

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

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

  1. Log in to MuleSoft Anypoint Platform.
  2. Open the integration template for which you want to map the custom fields.
  3. Select src/main/mule > mcbBusinessLogic.xml.
  4. Open the transformation that creates a vendor ticket; for example, Jira Issue Create Payload.
  5. To map the custom fields, perform any of the following actions:
    • If the custom fields from vendor application and BMC Helix Multi-Cloud Broker are displayed in the Input and Output sections, drag the custom field from the Input section to the Output section.
    • If the custom fields are not displayed in the Input and Output sections, perform the following steps:
      1. To display the custom fields in the Output section, in the MCB Create VendorData operation, click Refresh Metadata.
      2. In the operation to create a vendor ticket; for example, Jira Create Issue Payload, perform the following steps:
        1. In the Output section, right click on the custom field from the vendor application that you want to map.
        2. Click Edit field assignment.
        3. In the text box, enter the custom field name from BMC Helix Multi-Cloud Broker.

        4. Click Finish.
          The custom fields that you mapped are displayed in the Output Payload section.

You can perform these steps to update the BMC Helix ITSM tickets. In Step 5b, select a transformation that updates a vendor ticket; for example, Jira Update Issue Payload

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