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.

Synchronizing BMC Helix ITSM incidents with PagerDuty incidents via BMC Helix iPaaS, powered by Jitterbit

As an administrator, you can integrate BMC Helix ITSM with PagerDuty to synchronize PagerDuty incidents with BMC Helix ITSM incidents. With this integration, agents can easily work on the incidents regardless of the application in which they are generated.

BMC Helix Multi-Cloud Broker, along with BMC Helix iPaaS, powered by Jitterbit, provides an out-of-the-box integration template to integrate BMC Helix ITSM and PagerDuty. You configure the integration in BMC Helix Multi-Cloud Broker and deploy the integration template to your BMC Helix iPaaS environment.

The following image gives an overview of the capabilities that this integration supports:

This integration provides the following capabilities:

Use caseBMC Helix ITSM to PagerDutyPagerDuty to BMC Helix ITSM
Create tickets

Creates a PagerDuty incident from a new BMC Helix ITSM incident. The BMC Helix ITSM incident number is added to the PagerDuty incident title.

You can view the details of the PagerDuty incident in the corresponding BMC Helix ITSM incident.

Important: When you create a BMC Helix ITSM incident, make sure you select the Resolution Category as Request > PagerDuty > Incident.

Creates a BMC Helix ITSM incident from a new PagerDuty incident. The BMC Helix ITSM incident number is added to the PagerDuty incident title.

Synchronize data updates

Updates the PagerDuty incident details when the BMC Helix ITSM incident summary and severity (or priority) is changed

Updates the BMC Helix ITSM incident vendor properties when the PagerDuty incident assignee is changed

Synchronize commentsAdds or modifies a worklog in a PagerDuty incident when a worklog is added or modified in a BMC Helix ITSM incidentAdds or modifies a worklog in a BMC Helix ITSM incident when a worklog is added or modified in a PagerDuty incident
Synchronize status updatesUpdates the status of a PagerDuty incident to Acknowledged or Resolved when a BMC Helix ITSM incident status is changed to In Progress or Resolved

Updates the status of a BMC Helix ITSM incident to In Progress or Resolved when a PagerDuty incident status is changed to Acknowledged or Resolved

The following image is an example of the PagerDuty incident details displayed in the corresponding BMC Helix ITSM incident:

PagerDuty to BMC Helix ITSM data flows

The following image gives an overview of the data flow for creating a BMC Helix ITSM incident from a PagerDuty incident:


The following image gives an overview of the data flow for updating a BMC Helix ITSM incident status from a PagerDuty incident:


BMC Helix ITSM to PagerDuty data flow

The following image gives an overview of the data flow for creating a PagerDuty incident from a BMC Helix ITSM incident:

Before you begin

You require the following items to successfully set up and use this integration: 

Required versions
  • BMC Helix ITSM 22.1.01
  • PagerDuty 4.0
Authentication and permissions
  • Administrator access to a PagerDuty account
  • Administrator access to BMC Helix ITSM and BMC Helix Multi-Cloud Broker

Jitterbit Harmony subscription

A valid BMC Helix iPaaS  subscription

Task 1: To generate the PagerDuty API token 

You must create a new API token key to access PagerDuty.

  1. Log in to PagerDuty.
  2. Select Integrations > API Access Keys.
  3. Click Create New API Key .
  4. In the Create API Key dialog box, enter the required information, and create the key.

    The API key is displayed on the Access API Keys page as shown in the following image:

Task 2: To configure the integration

  1. Log in to BMC Helix Innovation Studio.

  2. On Workspace, click Multi-Cloud Broker.
  3. To launch BMC Helix Multi-Cloud Broker, click Visit Deployed Application.

    Tip

    You can access BMC Helix Multi-Cloud Broker directly by entering the URL https://hostName:portNumber/helix/index.html#/com.bmc.dsm.mcsm/login and logging in as a tenant administrator.

  4. Click Settings .

  5. Select Start Here > Quick Configuration Guide.
    The Quick Configuration Guide page is displayed.

  6. On the Step 1: Choose configuration tab, under Notification, select PagerDuty Incident to ITSM Incident.

    Important

    In Choose ConfigurationHelix iPaaS (powered by Jitterbit) is selected by default. Do not change this value.

  7. On the Step 2: Perform configurations tab, perform the following steps:

    1. Add an operating organization, if you have not already done so.

    2. Add Microsoft as the vendor organization, if you have not already done so.

    3. To add the vendor metadata, click Manage Vendor Metadata and perform the following steps:

      1. On the Map Vendors page, click Map Vendor.

      2. Complete the fields as described in the following table:

        Field

        Action

        Description

        Enter a description for the vendor metadata configuration.

        Ticketing Technology Provider

        From the list, select PagerDuty.

        (OptionalInstance Name

        If you are using multiple instances of PagerDuty, enter the name of the instance that you are using for this integration.

        Add Mapping

        After you select the ticketing technology provider, click Add Mapping.

        BMC Helix Multi-Cloud Broker displays the default values in the Instance URL field, and the Display Field Mapping and Vendor Field Mapping sections.

        Instance URL

        Enter the URL of the PagerDuty instance that you are using.

        Display Field Mapping

        By default, the basic PagerDuty fields are mapped in this section.

        If you want to map additional fields to display in the BMC Helix ITSM UI, add the relevant mappings by clicking .

        Vendor Field Mapping

        To perform a direct data synchronization between BMC Helix ITSM and PagerDuty, only update the mappings in the Remedy to Vendor Sync Fields and Vendor to Remedy Sync Fields sections. You must not update any other sections.

        Enable Local ITSM Communication

        By default, this toggle key is enabled. 

        If you want to use BMC Helix Integration Service as the underlying integration platform, disable this toggle key.

        Integration PlatformSelect Jitterbit.
      3. Click Save.

    4. To fetch incidents from BMC Helix ITSM, click Define filter criteria to fetch records from ITSM to Helix Multi-Cloud Broker for incident, and perform the following steps:

      1. To select the filter criteria, click Advanced filter.

      2. Select the filters from the available fields, and click Next.
        The query filter expression is displayed. By default, the AND qualifier is applied when you select multiple filter criteria.

      3. To change the qualifier for your filters, update the query, and then click Save

        Important

        Make sure that you enter a valid query with available fields and values.

      4. Click Close
        When an incident matches the operation and filter that you have selected, the system fetches that incident to
        BMC Helix Multi-Cloud Broker.
    5. In the Configure PagerDuty integration section, refer to the configuration steps listed and select the check boxes as you complete each step.

    6. Click Save.

Task 2: To download and import the integration template project file

  1. Download the  Sync BMC Helix ITSM incident and PagerDuty Incident 2022-08-01 file.
    This file contains the BMC Helix iPaaS, powered by Jitterbit Cloud Studio project Sync_BMC_Helix_ITSM_incident_and_PagerDuty_Incident.

    Important

    Your ability to access product pages on the EPD website is determined by the license your company purchased.

  2. Log in to BMC Helix iPaaS and navigate to Cloud Studio.
  3. Select your organization.
  4. On the projects page, click Import.
  5. Click Browse and then select the Sync BMC Helix ITSM incident and PagerDuty Incident.json file you downloaded.
    The Project Name and Organization fields are automatically populated. The default project name is displayed. You can change the project name.
  6. From the Environment list, select the environment to which you want to import this integration template, and click Import.
    The project opens after the integration template is imported. 
  7. To open the project file at a later time, select the environment where the integration templates are available, select the project name, and click View/Edit.

Task 3: To specify the PagerDuty service in the template

To be able to create incidents in PagerDuty, you must specify the PagerDuty service name in the template.

To do this, perform the following steps:

  1. In the integration template, navigate to the 6.7 PagerDuty Create Incident workflow.
  2. Open the pagerduty create incident transformation by clicking View/Edit, as shown in the image below:
  3. In step 1, from the table displayed, select a service and click Next.

The service is successfully selected.

Task 3: To update the project variables for the integration template

  1. Next to the project name, click the ellipsis ... and select Project Variables.
  2. Update the project variables as described in the following tables:
    • BMC Helix iPaaS project variables:

      Project variableAction
      BHIP_API_Name

      Enter the name for API that is created in BMC Helix iPaaS to receive BMC Helix Multi-Cloud Broker webhook requests.

      The default value of this variable is PagerDutyAPIName.

      Do not change the name.

      BHIP_API_User_Roles

      Enter comma-separated values of the user roles assigned for the BMC Helix iPaaS API.
      Only a user with these roles can access the APIs. Leave this value blank to restrict access only to administrators.

      BHIP_MCB_API_Profile_User_Name

      Enter the user name that should be used while creating the BMC Helix Multi-Cloud Broker API profile.

      The integration template creates an API in BMC Helix iPaaS to handle requests from BMC Helix Multi-Cloud Broker.

      BHIP_MCB_API_Profile_User_Password

      Enter the password that should be used while creating the BMC Helix Multi-Cloud Broker API profile.

      The integration template creates an API in BMC Helix iPaaS to handle requests from BMC Helix Multi-Cloud Broker.

      BHIP_Vendor_API_Profile_ApiKey_Name

      Enter the APIKEY name for the security profile that you want to use with the vendor API. 

      Important: Provide a value for this variable only if you select the APIKEY option in BHIP_Vendor_API_Profile_Type.

      BHIP_Vendor_API_Profile_Type

      The integration templates create APIs to accept requests from a vendor.

      Enter one of the following API authentication mechanisms that you want to use with this API:

      • BASIC

      • ANONYMOUS

      • APIKEY

      The default value of this variable is ANONYMOUS.

      BHIP_Vendor_API_Profile_User_Name

      Enter the user name for the security profile that you want to use with the vendor API. 

      Important: Provide a value for this variable only if you select the BASIC option in BHIP_Vendor_API_Profile_Type.

      BHIP_Vendor_API_Profile_User_Password

      Enter the password for the security profile that you want to use with the vendor API. 

      Important: Provide a value for this variable only if you select the BASIC option in BHIP_Vendor_API_Profile_Type.

      BHIP_Host

      Enter the BMC Helix iPaaS instance URL where you want to run this project.

      Important: Make sure you do not enter any leading and trailing spaces.

      BHIP_User_NameEnter the user name for the BMC Helix iPaaS instance.
      BHIP_User_PasswordEnter the password for the BMC Helix iPaaS instance.
      Enable_BMC_Helix_To_Vendor_Integration

      Enable the creation and updates of PagerDuty incidents from BMC Helix ITSM incidents.

      By default, this variable is set to true. If you want to disable updates of PagerDuty incidents, set the default value to false.

    • PagerDuty project variables:

      Project variableAction
      Pagerduty_API_TokenEnter the API token that you generated in PagerDuty.

      Pagerduty_URL

      Enter the URL of the PagerDuty instance that you are using.

      Pagerduty_Service_ID

      Enter the ID of the service for which the PagerDuty incidents are triggered.

      1. Log in to PagerDuty.
      2. Select Services > Service Directory.
      3. Click the service for which you want to create an incident.
        The service ID is appended to the URL, as shown in the following image:

      Pagerduty_User_Name

      Enter the user name to access PagerDuty.
    • BMC Helix Multi-Cloud Broker project variables:

      Project variable

      Action

      MCB_Host

      Enter the BMC Helix Multi-Cloud Broker host URL to which PagerDuty incidents should be synchronized.

      MCB_User_Name

      Enter the user name that enables users to interact with BMC Helix Multi-Cloud Broker.

      MCB_User_PasswordEnter the password for the provided user name.
      MCB_Vendor_NameThis variable is autopopulated. Do not change the default value.
      MCB_Assigned_Support_OrganizationEnter the name of the support organization to which you want to assign the BMC Helix ITSM incident.
      MCB_Assigned_Support_CompanyEnter the name of the support company to which you want to assign the BMC Helix ITSM incident.
      MCB_Assigned_GroupEnter the name of the group to which you want to assign the BMC Helix ITSM incident.
      MCB_Assigned_CompanyEnter the name of the company to which you want to assign the BMC Helix ITSM incident.

      The following variables are inputs from BMC Helix ITSM. Either enter values for these variables or map appropriate PagerDuty fields if the data is available:

      Project variable

      Action

      ITSM_Company_NameEnter the company name for which the integration template needs to be run; for example, Apex Global.
      ITSM_Incident_Type

      Enter any of the following incident types for which you want to create a PagerDuty incident:

      • User Service Restoration
      • User Service Request
      • Infrastructure Restoration
      • Infrastructure alert
      • Security Incident

      PagerDuty alerts are generated only for the incidents of the types defined in this variable. The default value of this variable is User Service Restoration.

Task 4: To deploy and enable the project

Deployment is a one-time activity that initializes the integration configurations. The UI displays a message for the deployment status.

To deploy the project and then enable the integration:

  1. To deploy the project, next to the project name, click the ellipsis ..., and select Deploy Project.
  2. To enable the integration, next to the Enable Integrations operation, under 2.0 Integrations workflow, click the ellipsis ..., and select Run.

The following image shows the steps to deploy the project and enable it by deploying the workflow:

After you enable the integration, when an incident is created in PagerDuty, a corresponding incident is created in BMC Helix ITSM, and the converse is true. Any updates made to the PagerDuty incident are synced with the BMC Helix ITSM incident, and the converse is true. 

(Optional) Task 5: To set the time for API debug mode

By default, the debug mode is set to 2 hours after you run the integration. Debug logs are updated for the time set for the debug mode. To increase the debug mode for a longer period of time, perform the following steps:

  1. In BMC Helix iPaaS, powered by Jitterbit, select API Manager > My APIs.
  2. Open any of the following APIs:

    • BMC_Helix_ITSM_Incident_And_PagerDuty_Alert_MCB_To_Vendor—This API creates a PagerDuty incident from a BMC Helix ITSM incident.
    • BMC_Helix_ITSM_Incident_And_PagerDuty_Alert_Vendor_To_MCB—This API creates a BMC Helix ITSM incident from a PagerDuty incident.
  3. Select Enable Debug Mode Until: and set it for the required date and time.

  4. Save and publish the API.
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