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 Jira Service Management service requests via BMC Helix iPaaS, powered by Jitterbit

As an administrator, you can integrate BMC Helix ITSM with Jira Service Management (formerly Jira Service Desk) to synchronize Jira Service Management issues 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 Jira Service Management. You configure the integration in BMC Helix Multi-Cloud Broker and deploy the integration template to your BMC Helix iPaaS, powered by Jitterbit environment.

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.

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

This integration provides the following capabilities:

Use case

BMC Helix ITSM to Jira Service Management

Jira Service Management to BMC Helix ITSM

Create tickets

Creates a service request in Jira Service Management when an incident is created in BMC Helix ITSM.

You can view the details of the Jira Service Management request in the corresponding incident.

Creates an incident in BMC Helix ITSM when an issue is created in Jira Service Management

Synchronize updates

Synchronizes the incident updates with the service request

Synchronizes the issue updates with the incident and updates the vendor data in BMC Helix ITSM

Synchronize comments

Adds a comment (with and without attachments) to a service request when a worklog is added to the BMC Helix ITSM incident.

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

Adds a comment (with and without attachments) to the BMC Helix ITSM incident when a comment is added in the issue

Jira Service Management 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 Jira Service Management issue:

The following image gives an overview of the data flow for updating a BMC Helix ITSM incident from a Jira Service Management issue:

BMC Helix ITSM to Jira Service Management data flow

The following image gives an overview of the data flow for creating and updating a Jira Service Management issue 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
  • Administrator access to the Jira Service Management account
  • 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

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

    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. In the Step 1: Choose configuration tab, perform any of the following steps:

    Important

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

    • To consolidate tickets from Jira Service Management to BMC Helix ITSM, under Ticket Consolidation, select Jira Service Desk to ITSM Incident, and click Next.

    • To broker incidents from BMC Helix ITSM to Jira Service Management, under DevOps Integration, select ITSM Incident to Jira Service Desk Request, and click Next.

  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 Atlassian as the vendor organization, if you have not already done so.
    3. To add the vendor metadata, click Map vendors and perform the following steps:
      1. On the Map Vendors page, click Map Vendor.
      2. Complete the fields as described in the following table:

        FieldAction
        DescriptionEnter a description for the vendor metadata configuration.
        Ticketing Technology ProviderFrom the list, select Jira Service Desk.
        Instance NameYou need not enter any value.
        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 URLUpdate the Jira Service Desk host name with the host name of the server, and the port, if it exists.
        Vendor Field MappingTo directly synchronize data between BMC Helix ITSM and Jira Service Management, only update the mappings in the Remedy to Vendor Sync Fields and Vendor to Remedy Sync Fields sections.
        Display Field Mapping

        By default, the basic Jira Service Management 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 .

        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.

        Resolve Incident Ticket When Vendor Closes It

        By default, this toggle key is enabled. 

        This ensures that when a Jira Service Management request is closed, the corresponding incident is also closed.

      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 JIRA Service Desk integration section, refer 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 Broker incidents between BMC Helix ITSM and Jira Service Management 2022-07-01  file. 

    This file contains the BMC Helix iPaaS Studio project Broker incidents between BMC Helix ITSM and Jira Service Management.

    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 Broker incidents between BMC Helix ITSM and Jira Service Management.json 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 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 set to BMCHelixITSMAndJiraServiceIssue.

      If required, you can 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_Type

      The default value of this variable is APIKEY.

      BHIP_Vendor_API_Profile_User_Name

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

      Important: You need to 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: You need to provide a value for this variable, only if you select the BASIC option in BHIP_Vendor_API_Profile_Type.

      BHIP_Vendor_API_Profile_ApiKey_Name

      The default value of this variable is apiKey. If required, you can change the value.

      BHIP_Host

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

      Important: Make sure that 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 creation and updates of Jira Service Management issues from BMC Helix ITSM incidents.

      By default, this variable is set to true. If you want to disable updates of Jira Service Management issues, set the default value to false.

      Enable_Vendor_To_BMC_Helix_Integration

      Enable the creation and updates of BMC Helix ITSM incidents from Jira Service Management service requests.

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

    • Jira Service Management project variables:

      Project variable

      Action

      Jira_Host

      Enter the host URL of the Jira instance in the following format:

      [http/https]://[hostname]:[port]

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

      Jira_JQL_Query

      Enter the JQL query value that you want to use in the Jira webhook configurations. You can create the query in Jira Service Management and enter that query in this variable.

      Jira_User_Name

      Enter the user name for accessing Jira.

      Jira_User_Password

      Create an API token in Jira and use that token in this variable.

      JSD_Request_Type

      Enter the type of request that you want to use when creating a Jira Service Management request. Get the request type from Jira Service Management and enter that type in this variable; for example, enter Get IT help.

      JSD_Service_Desk

      Enter the name of the service desk project where you want to create the request.

    • BMC Helix Multi-Cloud Broker project variables:

      Project variableAction
      MCB_Host

      Enter the BMC Helix Multi-Cloud Broker host URL to which Jira Service Management requests should be synchronized.

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

      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 username.
      MCB_Vendor_Name

      This variable is autopopulated. You must not change the value.

      MCB_Assigned_Group

      Enter the name of the support group to which you want to assign the incident.

      MCB_Assigned_Support_Organization

      Enter the name of the support organization to which you want to assign the incident.

      MCB_Assigned_Support_Company

      Enter the name of the support company to which you want to assign the incident.

      MCB_Assigned_Company

      Enter the name of the company for which you want to create the incident.

      MCB_Assigned_Company_Id

      Enter the ID of the company for which you want to create the incident.

      MCB_Assigned_Business_Unit

      Enter the name of the business unit to which you want to assign the incident.

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

      Project variableAction
      ITSM_Company_NameEnter the company name for which the integration template needs to be run; for example, Apex Global.
      ITSM_Customer_First_nameEnter the first name of the BMC Helix ITSM customer.
      ITSM_Customer_Last_NameEnter the last name of the BMC Helix ITSM customer.
      ITSM_Incident_Type

      Enter any of the following incident types for which a corresponding Jira service request should be created:

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

      The default value of this variable is set to 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 a issue is created in Jira Service Management, a corresponding incident is created in BMC Helix ITSM, and the converse is true. Any updates made to the Jira Service Management issue 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_And_Jira_Service_Issue_MCB_To_Vendor—This API creates a Jira Service Management request from a BMC Helix ITSM incident.
    • BMC_Helix_ITSM_And_Jira_Service_Issue_Vendor_To_MCB—This API creates a BMC Helix ITSM incident from a Jira Service Management request.
  3. Select Enable Debug Mode Until: and set it for the required date and time.

  4. Save and publish the API.

(Optional) Task 6: To map a custom field between BMC Helix ITSM and Jira Service Management

You can map custom fields between BMC Helix ITSM and Jira Service Management. To learn about the steps to map the custom fields, see Mapping custom fields for integrations by using BMC Helix iPaaS, powered by Jitterbit.

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