Synchronizing incidents with Jira Service Management tickets via BMC Helix Integration Service

You can configure BMC Helix Multi-Cloud Broker for consolidating your incidents from Jira Service Management (formerly, Jira Service Desk) to your BMC Helix ITSM application. After enabling the integration, you can broker incidents from Jira Service Management to BMC Helix ITSM and the converse is true. The trigger conditions that you define in BMC Helix Integration Service flows evaluate the criteria for creating BMC Helix ITSM incidents or Jira Service Management incidents.

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.

Before you begin

Complete all preconfiguration tasks before you configure Jira Service Management integration.

To select the integration option for Jira Service Management

Log in to BMC Helix Innovation Suite.
On Workspace, click Multi-Cloud Broker.
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.
To open the configuration page, click Settings .
Select Start Here > Quick Configuration Guide.
In the Step 1: Choose configuration tab, perform the following steps:
1. From the Choose configuration list, select the Helix integration service.

b. Based on how you want to create an incident, select one of the following options and click Next:

- - To create an incident from Jira Service Management to BMC Helix ITSM, under Ticket Consolidation, select Jira Service Desk to Remedy Incident.
  - To create an incident from BMC Helix ITSM to Jira Service Management, under DevOps Integration, select ITSM Incident to Jira Service Desk Request.

The Perform configurations tab displays a list of the common configurations, connectors, flows, and connector targets, and processes that you need to configure as described in the next tasks.

To map Jira Service Management vendor data to BMC Helix ITSM

Configuring vendor data includes setting up a vendor organization and defining vendor mappings for the technology provider. Vendor mapping ensures that your vendor is notified about changes to the BMC Helix ITSM fields by sending updates as a comment to the corresponding vendor ticket.

If you have not already done so, to set up the vendor organizations, on the Perform configurations tab, click Manage Vendor Organizations. For instructions, see Performing common preconfiguration tasks.
To add or update the vendor mapping, on the Perform configurations tab, click Manage Vendor Metadata.
On the Configure Vendor Metadata page, click to open the Map New Vendor page.
Enter a Description that makes it easy for you to identify the vendor metadata configuration.

Select the Ticketing Technology Provider.
The Ticketing Technology Provider is the application the vendor uses to manage tickets.

Vendor	Ticketing Technology Provider
Amazon	AWS
JIRA Software	JIRA
Salesforce Service Cloud	Service Cloud
CA Agile Central	Agile Central
BMC Helix ITSM	Vendor Remedy ITSM
JIRA Software Service Desk	JIRA Service Desk
Microsoft Azure Devops	Azure DevOps
Azure Monitor	Azure Alerts
IBM QRadar	QRadar
BMC TSOM	TrueSight Ops Mgmt for PSR

Click Add Mapping.
BMC Helix Multi-Cloud Broker displays the default Instance URL, Vendor Field Mapping and Display Field Mapping.
Update the Instance URL with the ticketing technology provider server and port details.
To add or delete mapped field values, click Click { } to open the JSON editor, and modify Vendor Field Mapping and Display Field Mapping.
1. If required, update the existing Vendor Field Mapping.
  Vendor field mapping defines how BMC Helix Multi-Cloud Broker maps BMC Helix ITSM fields to vendor ticket fields.
2. If required, update the existing Display Field Mapping.
  Display field mapping defines how vendor ticket fields map to the fields on the Smart IT console.
From the Integration Platform list, select Integration Service.

To configure connectors for integrating BMC Helix ITSM and Jira Service Management with BMC Helix Multi-Cloud Broker

For each feature you selected, complete the following procedure for the connectors listed on the Configuration Links page.

To navigate to BMC Helix Integration Service, on the Configuration Links page, click Configure connectors in Integration Studio under Required Common Configurations.
You must configure the connectors listed for each feature, in addition to the connectors listed under Required Common Configuration.
To enter field values, select a connector, such as ITSM, and click Configuration.
You might need to click the arrow on the ribbon in the lower section of the screen to open the Configuration pane.
To update the configuration defaults, enter the appropriate field values by referring to the list of connectors at the end of this procedure.
To add or update the user account that is used to access the vendor application, click Accounts.

List of connectors for integration with Jira Service Management

ITSM

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.

Multi-Cloud

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 .

Jira Service Desk

Configuration

Field	Value
Name	Enter a name for the connector configuration.
Site	For an on-premises Jira Service Management instance, select the site that you created. OR For Jira Service Management instances in the cloud, select Cloud as the site.
Jira Server Hostname	Enter the name of the Jira Service Management server.
Jira server Port	Enter the port number of the Jira Service Management server. Use port number 443 for HTTPS protocol.
Protocol	Enter the protocol used by the Jira Service Management server.

Account
Add the account of a Jira Service Management user who can view and update Jira Service Management incidents.

SMTP Email

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.

To configure flow triggers and field mappings between BMC Helix ITSM, BMC Helix Multi-Cloud Broker, and Jira Service Management

For each feature you selected, complete this procedure for the flows listed on the Configuration Links page.

To navigate to BMC Helix Integration Service, on the Configuration Links page, click Configure flows in Integration Studio under Required Common Configurations.
You need to configure the flows listed for each feature, in addition to the flows listed under Required Common Configuration.
To open the flow template page, on the Catalog tab in Integration Studio, click the flow you want to configure.
To create a copy of the flow template, click .
Select the appropriate accounts for the end-point connectors of the selected flow.
You specify the connector accounts when configuring connectors.
To update the name of the flow that you have copied from the flow template, select My Flow, open the flow that you copied, and update the title.
Specify the trigger Conditions and Field mapping, and click OK.
For more information about trigger conditions and field mappings, see the list of flows at the end of this procedure.
Click My Flows and select the flow that you created from the flow template.
To verify the target values for the trigger conditions and the field mappings, in the right pane, click Details.

List of flows for integration with Jira Service Management

Create DevOps Incident

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 field	Jira field	Additional 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: 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	Default field mapping
Summary	Issue Summary	The Incident ID is included as a part of the Summary.
Resolution Category 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 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.
Description	Description	Default field mapping
Incident ID	Label	The 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).

Create Incident from JIRA Service Desk

Trigger
Select your Jira Service Management project from the drop-down list in Project.

Field Mapping
Retain the values that are available out-of-the-box.

Sync JIRA Service Desk Issue Comment

Trigger
Select your Jira Service Management project from the drop-down list in Project .

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

Field	Value
text	Comment Body
post_type	comment#remedy
ticket_type	incident
Vendor	JIRA Service Desk
Vendor Ticket Id	Issue Key
commentId	Comment ID
Author	Comment Author
Attachment Object 1	Attachment Object 1
Attachment Object 2	Attachment Object 2
Attachment Object 3	Attachment Object 3

Create Incident Activity Note

Trigger
Field Value
Shared with Vendor True

Field Mapping

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

Field	Value
post_type	comment#vendor
ticketNumber	Incident Number
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.

Create Incident Activity Note with Author (Remedy ITSM 9.1.06 or later)

Trigger
Field Value
Shared with Vendor True

Field Mapping

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

Field	Value
post_type	comment#vendor
ticketNumber	Incident Number
Author	Full name
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.

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.

Send Error Notification

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.

Create Jira Service Desk Issue

Trigger
The following trigger conditions are provided out-of-the-box:
Field Value
Condition is ${webhookContext.466000228} = "Jira Service Desk"
Include All Fields is true
is New is true

Field Mapping

Flow Target 1 (Jira Service Desk)
The following mappings are provided out-of-the-box:
Field Value
Issue Summary Summary
Labels Remedy Incident Number

Flow Target 2 (BMC Helix Multi-Cloud Broker)
The following mappings are provided out-of-the-box:

Field	Value
Status Note: The value of this field is set to New.	NA
Parent Ticket Id	ID
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:
Field Value
Incident Number Remedy Incident Number
Broker Vendor Name Webhook Condition Parameter

Update Jira Service Desk Issue from Multi-Cloud Incident

Trigger
The following trigger conditions are provided out-of-the-box:
Field Value
Condition is ${webhookContext.466000243} = "true"
Include All Fields is true
Record Event equals update
Source ID contains NA

Field Mapping
- Flow Target 1 (BMC Helix Multi-Cloud Broker)
  The following mappings are provided out-of-the-box:
  Field Value
  Parent Ticket Id ID
- Flow Target 2 (Jira Service Desk)
  The following mappings are provided out-of-the-box:
  Field Value
  Issue Key (Target 1) Vendor Ticket Id
  Issue Description Description
  Issue Summary Summary
- Flow Target 3 (BMC Helix Multi-Cloud Broker)
  The following mappings are provided out-of-the-box:
  Field Value
  incidentNumber Remedy Incident Number
  Sync Vendor Ticket false

Sync Jira Service Desk Issue to Multi-Cloud Incident

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:
Field Value
Project is NA
Is Modified is true
Labels matches INC

Field Mapping
- Flow Target 1 (BMC Helix Multi-Cloud Broker)
  The following mappings are provided out-of-the-box:
  Field Value
  Status Status
  Vendor Ticket Id Issue 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:
  Field Value
  Issue Key (Target 1) Vendor Ticket Id
  Issue Description Description
  Issue Summary Summary
- Flow Target 3 (BMC Helix Multi-Cloud Broker)
  The following mappings are provided out-of-the-box:
  Field Value
  incidentNumber (Target 1) Parent Ticket Id
  Summary (Target 1) Issue Summary
  Description (Target 1) Issue Description
  Priority Priority

To update connector targets for Jira Service Management integration

BMC preconfigures the out-of-the-box connector targets for all BMC Helix Multi-Cloud Broker features. If you want to update the connector configuration or account information, update the connector target for the feature.

Warning

Do not delete the out-of-the-box connector targets.

To navigate to BMC Helix Innovation Suite, in the Configuration Links page, click Configure Connector Targets in Innovation Studio under Required Common Configurations.
You need to configure the connector targets listed for each feature on the Configuration Links page, in addition to the ones listed under Required Common Configuration.
Click the connector target you want to configure or click to configure a new connector target.

Enter or update the following values and save the configuration.

Field	Instructions
Name	Enter a unique name for the configuration. The name is associated with the process that is related to the connector you are configuring.
Connector Type	Select the connector type from the list of connectors available to you in BMC Helix Integration Service.
Configuration	Select a configuration from the list. For example, if you select qradar as the Connector Type, all the configurations that you have made for qradar are displayed in the Configuration list.
Profile	Select a profile. For example, if you select qradar as the Connector Type, all the profiles that you have created for qradar are displayed in the Configuration list.

List of connector targets for integration with Jira Service Management

Connector Process Remedy ITSM

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

MCSM JIRA Service Desk

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

When you complete the configuration for all the components, verify that incidents are being brokered from Jira Service Management to BMC Helix ITSM.

To enable mapping between BMC Helix ITSM fields and custom fields created in Jira Service Management

You can send and receive the value of custom fields created in Jira Service Management from a field in BMC Helix ITSM by updating the Jira Service Desk connector, flow and vendor data configuration.

Create a custom field in Jira Service Management.
1. Log in to Jira Service Management and add the custom fields that you need.
2. Ensure that the custom fields are available on all the screens and issue types that you want to integrate with.
Synchronize the Jira Service Desk connector.
1. Log in to BMC Helix Integration Studio.
2. Navigate to Catalog and click Connectors.
3. Select the Jira Service Desk connector and click Custom Fields in the Configuration pane.
  You might need to click the arrow on the ribbon in the lower section of the screen to open the Configuration pane.
4. Select the connector configuration that you want to update for custom fields and click Generate or Re-Generate.
Update the Sync JIRA Service Desk Issue flow to synchronize the new field.
1. Get the internal ID from Jira Service Management for your custom fields:
  1. Run echo -n username:password| base64
    to generate base64 encoded string for subsequent requests.
  2. Run wget --no-check-certificate --header='X-Requested-With: XMLHttpRequest' --header='Authorization: Basic [base64 encoded username:password]' --output-document applications.json 'https://[host]/api/v1.0/apps/search?lower_case_name=[connector name]'
    This command creates applications.json file that contains response from the Integration Service. Copy value from id field from the json file and use it in the application Id field in the next command. Find from the list of appConfig your configuration by name and copy value from the Id field. Use the value that you have copied in the configuration Id field in the next command.
  3. Run wget --no-check-certificate --header='X-Requested-With: XMLHttpRequest' --header='Authorization: Basic [base64 encoded username:password]' --output-document app_triggers.json 'https://[host]/api/v1.0/apps/[application Id]/configs/[configuration Id]/triggers'
    This request creates app_triggers.json file with available triggers. Each trigger object contains a fields field that is an array of available fields. Copy value from systemName field. Use this value in step f.
  4. Run wget --no-check-certificate --header='X-Requested-With: XMLHttpRequest' --header='Authorization: Basic [base64 encoded username:password]' --output-document app_actions.json 'https://[host]/api/v1.0/apps/[application Id]/configs/[configuration Id]/actions'
    This request creates app_actions.json file with available actions. Each action object contains a fields field that is an array of available fields. Copy the value of systemName field. These fields can be used as Vendor field mapping properties.
2. Log in to BMC Helix Integration Studio.
3. Navigate to My Flows and select the Sync JIRA Service Desk Issue flow.
4. On the Details tab, click Field Mapping, locate Vendor Ticket Properties.
5. Click Add Property for each field that you want to use.
6. Enter the systemName field and select the field in which the value of the custom field needs to be populated.
To display the custom field, update Display Mapping in Vendor Data configuration.
1. Log in to BMC Helix Multi-Cloud Broker and click Settings .
2. Navigate to Configure Vendors > Map Vendors.
3. Select the Jira Service Management metadata that you want to update and click Edit.
4. Add the vendor specific values, if required, for the custom fields.
  - Vendor Field Mapping defines how BMC Helix Multi-Cloud Broker maps BMC Helix ITSM fields to vendor ticket fields.
  - Display Field Mapping defines how the vendor ticket fields map to the fields on the Smart IT console.
  The configuration enables you to send data from the custom Jira Service Management field to the BMC Helix ITSM field mapped in Vendor Field Mapping.

To sync the values of mapped fields between Jira Service Management and BMC Helix ITSM

You can configure the prebuilt integration between Jira Service Management and BMC Helix ITSM to automatically update the values of fields mapped between Jira Service Management and BMC Helix ITSM in the applications, instead of adding them as a comment. If you update the value of a mapped field in one application, the value is automatically updated in the other application. For example, after brokering the incident, the initial value of the Status field in Jira Service Management and BMC Helix ITSM incidents is In Progress. Now, when you update the status of the Jira Service Management incident to Closed, the status of the BMC Helix ITSM incident is automatically updated to the same status.

To update the Jira Service Management field value when ITSM field value is changed

You must first map the BMC Helix ITSM and Jira Service Management fields that you want to keep in sync in the Jira Service Management Vendor Field Mapping. Then, configure the flows required to update the value of the Jira Service Management fields.

The following table lists the steps that you must perform to update a Jira Service Management field value when a BMC Helix ITSM field value is changed:

Product

Steps

BMC Helix Multi-Cloud Broker

Log in to BMC Helix Multi-Cloud Broker.
Click to open the configuration page.
Navigate to Configure Vendors > Map Vendors.
Select the vendor that shows Jira Service Desk as the Ticketing Technology Provider, and click Edit.
Click { } for Vendor Field Mapping and navigate to ticket-brokering-lib:Incident to sync incident data.
Under Remedy to Vendor Sync Fields, add the field IDs of the BMC Helix Multi-Cloud Broker record definition fields mapped to Jira Service Management that you want to keep in sync.

BMC Helix Integration Service

Log in to BMC Helix Integration Service.
Create Sync Incident flow from the template.
To sync the value of ITSM incident and Jira Service Management fields, create the Update Jira Service Desk Issue from Multi-Cloud Incident flow from the template and map the fields that you want to keep in sync in the flow.

Important: In the flows that you create, ensure that you map the fields that are defined in the Remedy to Vendor Sync Fields property in the vendor metadata. If you map additional fields in the flow that are not listed in the vendor metadata, the values of these fields are also updated in Jira Service Management.

To update the BMC Helix ITSM field value when Jira Service Management field value is changed

You must first map the Jira Service Management and BMC Helix ITSM fields that you want to keep in sync in the Jira Service Management Vendor Field Mapping. Then, configure the flows required to update the value of the BMC Helix ITSM fields.

The following table lists the steps that you must perform to update a BMC Helix ITSM field value when a Jira Service Management field value is changed:

Product

Steps

BMC Helix Multi-Cloud Broker

Log in to BMC Helix Multi-Cloud Broker.
Click to open the configuration page.
Navigate to Configure Vendors > Map Vendors.
Select the vendor that shows Jira Service Desk as the Ticketing Technology Provider, and click Edit.
Click { } for Vendor Field Mapping and navigate to Vendor to Remedy Sync Fields.
Add the field IDs of the BMC Helix Multi-Cloud Broker record definition fields mapped to Jira Service Management that you want to keep in sync in the Remedy to Vendor Sync Fields section.

BMC Helix Integration Service

Log in to BMC Helix Integration Service.
To sync an incident in BMC Helix ITSM, create the Sync Jira Service Desk Issue to Multi-Cloud Incident flow.
This flow brings the update to the Jira Service Management incident to Multi-Cloud for incident. You must map the fields in the flows that you want to keep in sync.
To sync the value of BMC Helix ITSM incident and Jira Service Management fields, create the Update Remedy Incident from Multi-Cloud Incident flow from the template and map the fields that you want to keep in sync in the flow.

Important: In the flows that you create, ensure that you map the fields that are defined in the Remedy to Vendor Sync Fields property in the vendor metadata. If you map additional fields in the flow that are not listed in the vendor metadata, the values of these fields are also updated in Jira Service Management.

To store custom field values in BMC Helix ITSM or Jira Service Management

By enabling the custom field mapping with Jira Service Management, you can display the value of custom fields in Smart IT Ticket Details section. However, you can also store the custom field values in BMC Helix ITSM or Jira Service Management by modifying the required flow and connector process. To send the custom field values created in Jira Service Management to BMC Helix ITSM, perform the following task.

Create the custom field in Jira Service Management.
1. Log in to Jira Service Management and add the custom fields that you need.
2. Ensure that the custom fields are available on all the screens and issue types that you want to integrate with.
Create similar custom field in Incident record definition in Ticket Brokering Library
1. Login to BMC Helix Innovation Suite.
2. Go to Ticket Brokering Library > Incident.
3. Click + New Field to create a new field.
Create a custom field in BMC Helix ITSM to store the custom field value from Jira Service Management.
Synchronize the Jira Service Desk connector.
1. Log in to BMC Helix Integration Studio.
2. Navigate to Catalog and click Connectors.
3. Select the Jira Service Desk connector and click Custom Fields in the Configuration pane.
  You might need to click the arrow on the ribbon in the lower section of the screen to open the Configuration pane.
4. Select the connector configuration that you want to update for custom fields and click Generate or Re-Generate.
Repeat step 4 for Multi Cloud and Helix ITSM connector.
Update the Create Incident from Jira Service Desk flow to send the value of the new custom field to BMC Helix ITSM.
1. Login to BMC Helix Integration Studio.
2. To create a flow from Jira Service Management to BMC Helix ITSM, if you do not have an existing flow, create Create Incident from Jira Service Desk flow from the template.
  If you have an existing flow, refresh the schema to populate the Jira Service Management custom field in the flow mapping.
3. Open the flow. Go to Details tab and click FIELD MAPPING to display the fields mapped to the flow.
4. Find the custom field created in Ticket Brokering Library and map it to Jira Service Management custom field.
Update the Connector Process ITSM to pass the value to BMC Helix ITSM.
1. Login to BMC Helix Innovation Suite.
2. Go to Ticket brokering library > Processes > Connector Process ITSM.
3. Select Create Incident block.
4. In Properties section, click Add/Remove parameters and select the custom field from BMC Helix ITSM you want to store the value into.
5. Map the custom field to the field from the Ticket Brokering Library.
6. Save the connector process.

Synchronizing incidents with Jira Service Management tickets via BMC Helix Integration Service

Before you begin

To select the integration option for Jira Service Management

To map Jira Service Management vendor data to BMC Helix ITSM

To configure connectors for integrating BMC Helix ITSM and Jira Service Management with BMC Helix Multi-Cloud Broker

List of connectors for integration with Jira Service Management

To configure flow triggers and field mappings between BMC Helix ITSM, BMC Helix Multi-Cloud Broker, and Jira Service Management

List of flows for integration with Jira Service Management

To update connector targets for Jira Service Management integration

List of connector targets for integration with Jira Service Management

To enable mapping between BMC Helix ITSM fields and custom fields created in Jira Service Management

To sync the values of mapped fields between Jira Service Management and BMC Helix ITSM

To update the Jira Service Management field value when ITSM field value is changed

To update the BMC Helix ITSM field value when Jira Service Management field value is changed

To store custom field values in BMC Helix ITSM or Jira Service Management

Related topic

Comments

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.

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

Field	Value
Condition is	${webhookContext.466000228} = "Jira Service Desk"
Include All Fields is	true
is New	is true

Field	Value
Incident Number	Remedy Incident Number
Broker Vendor Name	Webhook Condition Parameter

Field	Value
Condition is	${webhookContext.466000243} = "true"
Include All Fields is	true
Record Event equals	update
Source ID contains	NA

Field	Value
Issue Key	(Target 1) Vendor Ticket Id
Issue Description	Description
Issue Summary	Summary

Field	Value
incidentNumber	Remedy Incident Number
Sync Vendor Ticket	false

Field	Value
Status	Status
Vendor Ticket Id	Issue Key
Vendor Ticket Properties fields.summary key fields.status.name fields.issuetype.name	Issue Summary Issue Key Status Issue Type

Field	Value
incidentNumber	(Target 1) Parent Ticket Id
Summary	(Target 1) Issue Summary
Description	(Target 1) Issue Description
Priority	Priority

Field	Value
Project is	NA
Is Modified	is true
Labels matches	INC