Reference of integration between BMC Helix ITSM change requests and Jira issues by using BMC Helix Integration Service
To establish the integration with Jira for change requests, you must configure the connectors, flows, and connector targets. This section provides the required information that you need to establish the integration between BMC Helix ITSM and Jira.
List of connectors for integration with Jira
You need to configure the following connectors when setting up integration with Jira. These connectors are integration points for the respective applications. For instance, to send the data from BMC Helix Multi-Cloud Broker to Jira, you need to create a flow from Multi-Cloud connector to Jira connector.
Configuration
If you are integrating BMC Helix Multi-Cloud Broker with an on-premises instance of ITSM, enter the following values:Field Value Site Select the site that you created for Remedy. AR server Enter the name of your on-premises AR System server. AR server port Enter 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.
Clickto 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.
Configuration
To send email notifications for errors, specify values for the following fields:Field Value Name Enter a name for the connector configuration. Site Select the appropriate site for your email server. Connection type Select the type of connection for your email server.
- Account
Add an email account to be used for sending error notifications.
Configuration
Field Value Name Enter a name for the connector configuration Site For each on-premises Jira instance, select the site that you created.
For cloud instances of Jira instances, select Cloud as the site.Jira Server Hostname Enter the name of your Jira server. Jira server Port Enter the port number of the Jira server.
Enter 443 if your Jira server is SSL enabled.Protocol Enter the protocol used by the Jira server. Certificate Authority Copy the contents of a self-signed certificate. Important
If you need to integrate with multiple Jira instances, add a Connector Configuration for each instance.
- Account
- Add the account of a Jira user who can view and update Jira issues.
- For an on-premises instance of JIRA, enter the password for the user. For a cloud instance of JIRA, enter the API token for the user.
- If you need to integrate with multiple Jira instances, add an account for each of the Jira instances.
List of flows for integration with Jira
You can configure the following flows when setting up integration with Jira. Each flow is self descriptive, for example to create a change request in BMC Helix ITSM from Jira, you must configure Create Change flow.
Trigger
Field Value Flow Target Multi-Cloud
Field Mapping
Field Value 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.
- Project
Enter the name of the Jira projects to query for issues to send to ITSM. Trigger
The trigger condition is an example of how to determine for which issue you should create an ITSM ticket. You can use any field in your trigger condition. A single issue in Jira can only be related to a single record in ITSM.Note
If you are also creating Work Order and Incident Requests from Jira, make sure the trigger condition is unique to creating a change.
Field Mapping
The default field mappings provided in the flow follow the best practices to map data from a Jira issue to Remedy Change Requests. You can change these mappings.
The following values are mapped out-of-the-box:ITSM field Jira field Additional information Priority Priority Default field mapping Summary Issue Summary Default field mapping Company Set this field to your ITSM company.
You can map any Jira field with a company value or build a transformation for any other field to set the company value.
Description Issue Description Default field mapping Change ID Label The Change ID is included as a part of the Summary. Customer First and Last Name Map these fields to the Jira fields that map to users registered in ITSM. If you do not have fields in Jira that map to ITSM users, you can add a transformation or set predetermined values. Status Set the value of the field for creating a change request using one of the following options: - Set a predetermined value - Add a transformation to set from a value in Jira - Leave it blank to use the ITSM status. Urgency and Impact Priority The default transformation sets the value in ITSM with the priority from Jira. You can change this transformation. Risk Level By default, this value is set to Level 3. You can set this to appropriate value based on the data in the issue. Class By default, this value is set to Normal. You can set this to the appropriate value based on data in the issue. Change Type By default, this value is set to Change. You can set this to the appropriate value based on your business requirements. Vendor Select the vendor name tied to this flow. If you are integrating with multiple instances of Jira, this value should be set to the vendor mapping defined for that instance of Jira. Vendor Ticket ID Issue Key Default field mapping Vendor Ticket Properties These properties are used by BMC Helix Multi-Cloud Broker to display the Jira data in BMC Helix ITSM: Smart IT.
Trigger
You need to set a trigger condition for this flow to determine which change requests should be sent to Jira. For example, you can use the following triggers:- Categorization fields
- Assignment of the change
- Add a custom field as per your requirement
Note
The Create DevOps Change flow is used to send change requests to different instances of Jira and different DevOps vendors like Agile Central. Use the Technology Service mapping to determine the instance and vendor that the change should be sent to. This mapping is usually based on a value in the change request, and is done in the flow.
Field Mapping
The following values are mapped out-of-the-box:ITSM field Jira field Description 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:
- Change the project field type to dynamic.
- Select the Field ID on the BMC Helix Multi-Cloud Broker record definition of the field that stores the ITSM project value.
- 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.
Priority Priority The Vendor Field Mapping section in the Map Vendor definition defines the transformation from the ITSM priority field to the Jira priority field. Update the mapping in the flow to update the value transformation from ITSM to Jira. Summary Issue Summary The Change ID is included as a part of the Summary. Categorization Tier 3 Issue Type In 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 change request categorization, we indicate which issue type to create in Jira.
You can use other fields or transformations to create issue types in Jira. However, the value passed to the Issue Type must match the name of the issue.
Description Issue Description Default field mapping Change ID Label The Change ID is included in the Summary and also added as a label on the issue. Technology Service The Create DevOps Change flow can be used to send change requests 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 JIRA.InstanceName.
Trigger
Field Value Broker Vendor Name is not empty Is New Change Work Log is true
Field Mapping
Do not change the following out-of-the-box field mappings.
Field Value post_type comment#vendor ticketNumber Change ID vendorTicketId Broker Vendor Ticket Id Attachment Object 1.name Attachment 1 filename Attachment Object 1.content Attachment 1 Attachment Object 2.name Attachment 2 filename Attachment Object 2.content Attachment 2 Attachment Object 3.name Attachment 3 filename Attachment Object 3.content Attachment 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
Field Value Broker Vendor Name is not empty Is New Change Work Log With Authors is true Field Mapping
Do not change the following out-of-the-box field mappings.
Field Value post_type comment#vendor ticketNumber Change ID vendorTicketId Broker Vendor Ticket ID Attachment Object 1.name Attachment 1 filename Attachment Object 1.content Attachment 1 Attachment Object 2.name Attachment 2 filename Attachment Object 2.content Attachment 2 Attachment Object 3.name Attachment 3 filename Attachment Object 3.content Attachment 3 Author Full name 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.
For more information about using this flow instead of Create Change Activity Note, see Updating flows.
Use this flow when you do not want to directly synchronize data between tickets.
Trigger
Field Value Project Select the appropriate project Is New is false
Field Mapping
Field Value Vendor If you are integrating with multiple instances of Jira, select Target Values and then select the appropriate JIRA.<instance name>.
Do not change the following out-of-the-box field mappings.Field Value Vendor Ticket Id Issue Key Vendor Ticket Properties Retain the out-of-the-box properties mapping.
Note
You can change the out-of-the-box field mapping for the Status field.
However, BMC recommends that you retain the existing mapping.
Trigger
Retain the values that are available out-of-the-box.
Field mapping
Do not change the following out-of-the-box field mappings.
Field Value text Retain the prefix Comment Body post_type comment#remedy Vendor JIRA Vendor Ticket Id Issue Key commentId Comment ID Attachment Object 1 Attachment Object 1 Attachment Object 2 Attachment Object 2 Attachment Object 3 Attachment Object 3
List of connector targets for integration with Jira
To sync data, such as a brokered ticket from Jira to BMC Helix ITSM, after the data has come in to BMC Helix Multi-Cloud Broker, you must configure the BMC Helix Multi-Cloud Broker ITSM connector target and set it in the Connector Process ITSM. To send data from BMC Helix ITSM to Jira, after the data has come into BMC Helix Multi-Cloud Broker, you must configure the MCSM JIRA connector target and set it in the Connector Process JIRA.
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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