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 incidents with ALM Octane entities via BMC Helix iPaaS, powered by Jitterbit

As an administrator, you can integrate BMC Helix ITSM with ALM Octane to synchronize ALM Octane entities with BMC Helix ITSM incidents.

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 ALM Octane. You configure the integration in BMC Helix Multi-Cloud Broker and deploy the integration template to your BMC Helix iPaaS, powered by Jitterbit environment.

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


This integration provides the following capabilities:

Use caseALM Octane to BMC Helix ITSMBMC Helix ITSM to ALM Octane
Create tickets

Creates a BMC Helix ITSM incident when an ALM Octane entity is created

Creates an ALM Octane entity when a BMC Helix ITSM incident is created.

Important:

To generate the ALM Octane entity for the incident, create an incident with Incident Type as User Service Restoration and Resolution Category as Request > ALM Octane > <ALMOctaneEntity>, where ALMOctaneEntity can have one of the following values:

  • Defect
  • User Story
  • Epic
  • Feature
Synchronize updates

Updates the vendor data in BMC Helix Multi-Cloud Broker when a brokered ALM Octane entity is created. You can then view the ALM Octane entity details in the BMC Helix ITSM UI.

Adds a comment to an ALM Octane entity when a worklog is added to the corresponding BMC Helix ITSM incident.

Important: To share comments, select Share with ALM Octane when you add the comment in BMC Helix ITSM. 

Updates a BMC Helix ITSM incident when the  Description, Priority, or Title field of the corresponding ALM Octane entity is updated

Updates an ALM Octane entity when the Description, Priority, or Title field of the corresponding incident is updated

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

ALM Octane to BMC Helix ITSM data flow

The following image gives an overview of the data flow for creating or updating a BMC Helix ITSM incident from an ALM Octane entity:

BMC Helix ITSM to ALM Octane data flows

The following image gives an overview of the data flow for creating or updating an ALM Octane entity from a BMC Helix ITSM incident:

The following image gives an overview of the data flow for adding a worklog to an ALM Octane entity 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 version 20.08 and later
Authentication and permissions
  • Access to ALM Octane
  • Administrator access for BMC Helix Multi-Cloud Broker and BMC Helix ITSM users to run this integration
Jitterbit Harmony subscription
  • A valid BMC Helix iPaaS, powered by Jitterbit subscription
Application registration
  • Generate client ID and secret ID for ALM Octane. To do this, you must set up API access to get the client ID and client secret.
    For more information about setting up API access, see Set up API Access in the ALM Octane documentation.

Task 1: 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

    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. In the Step 1: Choose configuration tab, under DevOps Integration, select Between ITSM Incident and ALM Octane.

    Important

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

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

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

    2. Add ALM Octane 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 ALM Octane.

        (Optional) Instance Name

        If you are using multiple instances of ALM Octane, 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 section.

        Instance URL


        If you have clicked Add Mapping, this field is auto-populated with a default URL. 

        Update the instance URL value in the default URL.

        The default value of this variable is https://{alm octane server name}/ui/?&p={space_id}/{workspace_id}#/release-quality/hierarchy/{type}.

        For example, update the default value to https://ALM Octane.bmc.com/ui/&p=133020/1002#/release-quality/hierarchy/defects

        Process Name

        This variable is set to com.bmc.dsm.ticket-brokering-lib:Connector Process ALM Octane.

        Do not modify this value.

        Display Field Mapping

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

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

        Integration Platform

        Select 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 ALM Octane 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 incidents and and ALM Octane entity 22-07-01  file.

    This file contains the BMC Helix iPaaS Cloud Studio project Sync BMC Helix ITSM incident and ALM Octane entity.

    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 incidents and and ALM Octane entity.json project file that 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 update the project variables for the integration template

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


      BHIP_User_Roles

      Enter the organization roles that should have access to the BMC Helix iPaaS API. Use comma separated values for multiple values. If this value is blank, all the organization roles are provided access to the BMC Helix iPaaS API.

      BHIP_MCB_API_Profile_Username

      Enter a user name to be used to create the security profile for the BMC Helix iPaaS API for BMC Helix Multi-Cloud Broker.

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

      BHIP_MCB_API_Profile_Password

      Enter a 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_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_Name

      Enter the user name for the BMC Helix iPaaS instance.

      BHIP_User_Password

      Enter the password for the BMC Helix iPaaS instance.

      Enable_BMC_Helix_To_Vendor_Integration

      Enable the updates of ALM Octane entities from BMC Helix ITSM incidents. 

      By default, this variable is set to true. If you want to disable the updates of ALM Octane entities from BMC Helix ITSM incidents, set the default value to false.

      Enable_Vendor_To_BMC_Helix_Integration

      Enable the creation of BMC Helix ITSM incidents from ALM Octane, and synchronization of updates and comments.

      By default, this variable is set to true. If you want to disable the creation of BMC Helix ITSM incidents from ALM Octane, and synchronization of updates and comments, set the default value to false.

    • ALM Octane variables:

      Project variableAction
      ALM_Octane_HostEnter the ALM Octane instance URL where you want to run this project.
      ALM_Octane_Space_IdEnter the ID of the space associated to the workspace where the entities should be created.
      ALM_Octane_Workspace_IdEnter the ID of the workspace where the entities should be created.
      ALM_Octane_Client_ID

      Enter the Client ID generated for your instance of ALM Octane. 

      For more information about setting up API access to get the client ID and client secret, see Set up API Access  in the ALM Octane documentation.

      ALM_Octane_Client_Secret

      Enter the Client Secret ID generated for the Client ID.

      For more information about setting up API access to get the client ID and client secret, see Set up API Access  in the ALM Octane documentation.

    • BMC Helix Multi-Cloud Broker project variables:

      Project variable

      Action

      MCB_Host

      Enter the BMC Helix Multi-Cloud Broker host URL to which ALM Octane entities should be synchronized.

      MCB_Username

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

      MCB_PasswordEnter the password for the provided user name.
      MCB_Vendor_NameThis variable is autopopulated. Do not change the default value.
    • BMC Helix ITSM project variables:
      The following variables are inputs from BMC Helix ITSM. Either enter values for these variables or map appropriate ALM Octane 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_Customer_First_Name

      Enter the first name of the BMC Helix ITSM customer.

      This must be a valid user in BMC Helix ITSM, for whom a ticket can be created.

      ITSM_Customer_Last_Name

      Enter the last name of the BMC Helix ITSMcustomer.

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 entity is created in ALM Octane, a corresponding incident is created in BMC Helix ITSM. Any comments added to the incident are synced with the ALM Octane entity.

(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 the API created for your integration.
    This is the value defined for the BHIP_API_Name project variable defined in Task 3.

  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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