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.

Reference of integration between BMC Helix ITSM and Jira Service Desk by using BMC Helix Integration Service

To establish integration with Jira Service Management (formerly known as Jira Service Desk), configure the following connectors, flows, and connector targets. You need to set up tenant level configurations. BMC Helix Multi-Cloud Broker provides out-of-the-box mappings and application level configurations required for the integration. After you complete the integration, you can broker tickets from Jira Service Management to BMC Helix ITSM or from BMC Helix ITSM to Jira Service Management, sync Jira Service Management ticket details to BMC Helix ITSM and so on. Each flow in the list of flows is essentially a feature that you can use. Depending upon your use case, you might have to configure multiple flows. BMC Helix Multi-Cloud Broker logically chains the flows and connector processes to complete the feature.

Important

Jira Service Desk has been renamed to Jira Service Management. However, some instances in the product UI and documentation might refer to the old product name.


List of connectors for integration with Jira Service Management

You need to configure the following connectors when setting up integration with Jira Service Management. These connectors are integration points for the respective applications. For instance, to send the data from BMC Helix Multi-Cloud Broker to Jira Service Management, you must configure a flow from Multi-Cloud connector to Jira Service Desk connector.


  • Configuration
    If you are integrating BMC Helix Multi-Cloud Broker with an on-premises instance of ITSM, enter the following values:

    FieldValue
    SiteSelect the site that you created for Remedy.
    AR serverEnter the name of your on-premises AR System server.
    AR server portEnter the port number for your on-premises AR System server.
  • Account
    Add a ITSM user account that has permissions to view business service requests and permissions to update incidents, change, or problem requests.


  • Configuration
    While activating BMC Helix Multi-Cloud Broker, BMC configures the Multi-Cloud connector. Do not modify the default Multi-Cloud connector configuration.
  • Account
    BMC sets up the account for the Multi-Cloud connector.
    Click to re-authenticate after you have changed the password for your tenant administrator user account in BMC Helix Innovation Studio.
    For information about changing the user password, see Creating or modifying People data Open link .


  • Configuration
FieldValue
NameEnter a name for the connector configuration.
Site

For an on-premises Jira Service Desk instance, select the  site that you created.
OR
For Jira Service Desk instances in the cloud, select  Cloud  as the site.

Jira Server HostnameEnter the name of the Jira Service Desk server.
Jira server PortEnter the port number of the Jira Service Desk server. Use port number 443 for HTTPS protocol.
ProtocolEnter the protocol used by the Jira Service Desk server.
  • Account
    Add the account of a Jira Service Desk user who can view and update Jira Service Desk incidents.


  • Configuration
    To send email notifications for errors, specify values for the following fields:

    FieldValue
    NameEnter a name for the connector configuration.
    SiteSelect the appropriate site for your email server.
    Connection typeSelect the type of connection for your email server.
  • Account
    Add an email account to be used for sending error notifications.

List of flows for integration with Jira Service Management

You can configure the following flows when setting up integration with Jira Service Management. Each flow is self descriptive, for example to create an incident in BMC Helix ITSM from Jira Service Management, you must configure  Create Incident from Jira Service Desk  flow.

  • Trigger
    You need to set a trigger condition for this flow to determine which Incidents should be sent to Jira. For example, you can use the following triggers:
    • Operational or Product Categorization fields in ITSM
    • Assignment of the incident
    • Add a custom field as per your requirement.

  • Field Mapping

    The following values are mapped out-of-the-box:

    ITSM fieldJira fieldAdditional information
    Project

    In the Vendor Field Mapping of the Map Vendor definition, the value of Jira project is set under fields.project.name . By default, project is set to MultiCloud.

    You should change this value to the appropriate project name. If you have a corresponding field in ITSM for the project name:

    1. Change the project field type to dynamic.
    2. Select the Field ID on the BMC Helix Multi-Cloud Broker record definition of the field that stores the ITSM project value.
    3. Define the mapping from the ITSM value to the Jira value. You can add the transformations to select the appropriate project based on the value received from ITSM.
    PriorityPriorityDefault field mapping
    SummaryIssue SummaryThe Incident ID is included as a part of the Summary.
    Resolution Category Tier 3Issue TypeIn the Vendor Field Mapping of the Map Vendor definition, the value of Issue Type is set under field.issuetype.name for the instance of Jira you are integrating with.

    Jira provides several issue types out of the box and also enables users to create their own custom issue types. There are various options to indicate which issue type should be created.

    The example template uses the Categorization field to decide the issue type. Using the third tier of the incident request categorization, we indicate which issue type to create in Jira.

    You can use other fields or transformations to define this. However, the value passed to the Issue Type must match the name of the issue.

    DescriptionDescriptionDefault field mapping
    Incident IDLabelThe Incident ID is included in the Summary and also added as a label on the issue.
    Technology Service

    The Create DevOps Incident flow can be used to send incidents to other DevOps vendors like Jira. You can use one of the following options:

    • Use the Target Values option and select the Technology Service from the list.
      Target Values shows the list of vendor mappings that you add in the vendor metadata configuration earlier.
      For the Jira integration, from the Target Values list, select JIRA or the name of your Jira instance (if you have provided an instance in the vendor metadata configuration). This determines that the connector process is invoked in BMC Helix Innovation Suite to create or update Jira issues.
    • Use the Source Fields option and map it to one of the existing field from ITSM, for example, the Service field. Then, you can use the transformation option to map different ITSM Services to different technology services.
      For example, if the value of the ITSM Service field is Jira Service, then, add the data transformation to map Jira Service to JIRA or the name of your Jira instance (for example, Jira.InstanceName).


  • Trigger
    Select your Jira Service Desk project from the drop-down list in Project.
  • Field Mapping
    Retain the values that are available out-of-the-box


Use this flow when you do not want direct data updates between a Jira Service Desk issue and a ITSM ticket.

  • Trigger
    Select your Jira Service Desk project from the drop-down list in Project .
  • Field Mapping
    Do not change the following out-of-the-box field mappings.

    FieldValue
    VendorJira Service Desk
    Vendor Ticket IdIssue Key
    Vendor Ticket PropertiesRetain the out-of-the-box properties mapping.


  • Trigger
    Select your Jira Service Desk project from the drop-down list in Project .
  • Field Mapping
    Do not change the following out-of-the-box field mappings.

    FieldValue
    textComment Body
    post_typecomment#remedy
    ticket_typeincident
    VendorJIRA Service Desk
    Vendor Ticket Id

    Issue Key

    commentIdComment ID
    AuthorComment Author
    Attachment Object 1Attachment Object 1
    Attachment Object 2Attachment Object 2
    Attachment Object 3Attachment Object 3


  • Trigger

    FieldValue
    Shared with VendorTrue
  • Field Mapping

    Do not change the following out-of-the-box field mappings.

    FieldValue
    post_typecomment#vendor
    ticketNumberIncident Number
    Attachment Object 1.nameAttachment 1 filename
    Attachment Object 1.contentAttachment 1
    Attachment Object 2.nameAttachment 2 filename
    Attachment Object 2.contentAttachment 2
    Attachment Object 3.nameAttachment 3 filename
    Attachment Object 3.contentAttachment 3

    Note

    You can change the out-of-the-box field mapping for the text field. Default value is set to Notes.

    However, BMC recommends that you retain the existing mapping.


  • Trigger

    FieldValue
    Shared with VendorTrue
  • Field Mapping

    Do not change the following out-of-the-box field mappings.

    FieldValue
    post_typecomment#vendor
    ticketNumberIncident Number
    AuthorFull name
    Attachment Object 1.nameAttachment 1 filename
    Attachment Object 1.contentAttachment 1
    Attachment Object 2.nameAttachment 2 filename
    Attachment Object 2.contentAttachment 2
    Attachment Object 3.nameAttachment 3 filename
    Attachment Object 3.contentAttachment 3

    Note

    You can change the out-of-the-box field mapping for the text field. Default value is set to Notes.

    However, BMC recommends that you retain the existing mapping.

By default, the Create Incident Activity Note flow is used. Instead of the default flow, if you want to use the Create Incident Activity Note with Author flow, you must make changes to the flow.

For more information about using the flow, see Updating flows.


  • Trigger

    FieldValue
    Flow Target Multi-Cloud
  • Field Mapping

    FieldValue
    To
    Enter the email account that will receive the error notification.
    Subject
    Flow Title
    From
    Note:
    The value of this field is set to Integration Service.
    NA

    Note

    You can change the following out-of-the-box field mappings:

    • Subject
    • From

    However, BMC recommends that you retain the existing mappings.

  • Trigger
    The following trigger conditions are provided out-of-the-box:

    FieldValue
    Condition is${webhookContext.466000228} = "Jira Service Desk"
    Include All Fields istrue
    is Newis true
  • Field Mapping

    • Flow Target 1 (Jira Service Desk)
      The following mappings are provided out-of-the-box:

      FieldValue
      Issue SummarySummary
      LabelsRemedy Incident Number
    • Flow Target 2 (BMC Helix Multi-Cloud Broker)
      The following mappings are provided out-of-the-box:

      FieldValue
      Status
      Note: The value of this field is set to New.
      NA
      Parent Ticket IdID
      Parent Ticket Type Note: The value of this field is set to Incident.NA
      Vendor Ticket Id(Target 1) Issue Key
      Vendor Ticket Properties
      • fields.summary
      • key
      • fields.status.name
      • fields.issuetype.name
      • (Target 1) Issue Summary
      • (Target 1) Issue Key
      • (Target 1) Status
      • (Target 1) Issue Type
    • Flow Target 3 (ITSM)
      The following mappings are provided out-of-the-box:

      FieldValue
      Incident NumberRemedy Incident Number
      Broker Vendor NameWebhook Condition Parameter


  • Trigger
    The following trigger conditions are provided out-of-the-box:

    FieldValue
    Condition is${webhookContext.466000243} = "true"
    Include All Fields istrue
    Record Event equalsupdate
    Source ID containsNA
  • Field Mapping

    • Flow Target 1 (BMC Helix Multi-Cloud Broker)
      The following mappings are provided out-of-the-box:

      FieldValue
      Parent Ticket IdID
    • Flow Target 2 (Jira Service Desk)
      The following mappings are provided out-of-the-box:

      FieldValue
      Issue Key(Target 1) Vendor Ticket Id
      Issue DescriptionDescription
      Issue SummarySummary
    • Flow Target 3 (BMC Helix Multi-Cloud Broker)
      The following mappings are provided out-of-the-box:

      FieldValue
      incidentNumberRemedy Incident Number
      Sync Vendor Ticketfalse

Use this flow when you want direct data updates between a Jira Service Desk issue and an incident.

  • Trigger
    The following trigger conditions are provided out-of-the-box:

    FieldValue
    Project isNA
    Is Modifiedis true
    Labels matchesINC
  • Field Mapping

    • Flow Target 1 (BMC Helix Multi-Cloud Broker)
      The following mappings are provided out-of-the-box:

      FieldValue
      StatusStatus
      Vendor Ticket IdIssue Key
      Vendor Ticket Properties
      • fields.summary
      • key
      • fields.status.name
      • fields.issuetype.name
      • Issue Summary
      • Issue Key
      • Status
      • Issue Type
    • Flow Target 2 (BMC Helix Multi-Cloud Broker)
      The following mappings are provided out-of-the-box:

      FieldValue
      Issue Key(Target 1) Vendor Ticket Id
      Issue DescriptionDescription
      Issue SummarySummary
    • Flow Target 3 (BMC Helix Multi-Cloud Broker)
      The following mappings are provided out-of-the-box:

      FieldValue
      incidentNumber(Target 1) Parent Ticket Id
      Summary(Target 1) Issue Summary
      Description(Target 1) Issue Description
      PriorityPriority


List of connector targets for integration with Jira Service Management

When a ticket is brokered from Jira Service Management to BMC Helix ITSM, the ticket data first comes in BMC Helix Multi-Cloud Broker before being sent to BMC Helix ITSM. To send the data from BMC Helix Multi-Cloud Broker to BMC Helix ITSM, you must configure the BMC Helix Multi-Cloud Broker ITSM connector target and set it in the Connector Process ITSM. Similarly, when a ticket is brokered from BMC Helix ITSM to Jira Service Management, the ticket data first comes in BMC Helix Multi-Cloud Broker before being sent to Jira Service Management. To send the data from BMC Helix Multi-Cloud Broker to Jira Service Management, you must configure the BMC Helix Multi-Cloud Broker JIRA Service Desk connector target and set it in the Connector Process JIRA Service Desk.


For the MCSM ITSM connector target, define the connection configuration and profile required by the connector process.


For the Connector Targets, define the connection configuration and profile required by the connector process in BMC Helix Innovation Suite.

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