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 work orders with Jira issues via BMC Helix iPaaS, powered by Jitterbit

As an administrator, you can integrate BMC Helix ITSM with Jira to synchronize BMC Helix ITSM work orders and Jira issues. 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. 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 caseBMC Helix ITSM to Atlassian JiraAtlassian Jira to BMC Helix ITSM 
Create ticketsCreates a Jira issue from a BMC Helix ITSM work orderCreates a BMC Helix ITSM work order from a Jira issue

Synchronize comments

(with and without attachments)

Creates a Jira issue comment from a work order activity noteCreates an activity note in the work order from a Jira issue comment

The following image is an example of the Jira issue details displayed in the corresponding BMC Helix ITSM work order:

BMC Helix ITSM to Jira data flows

The following image gives an overview of the data flow for creating a Jira issue from a BMC Helix ITSM work order:


The following image gives an overview of the data flow for updating a Jira issue from an updated BMC Helix ITSM work order:


Jira to BMC Helix ITSM data flows

The following image gives an overview of the data flow for creating a BMC Helix ITSM work order from a Jira issue:


The following image gives an overview of the data flow for synchronizing comments from a Jira issue to a BMC Helix ITSM work order:


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 account and Jira API token
  • Administrator access for BMC Helix Multi-Cloud Broker and BMC Helix ITSM users to run this integration
  • Write access for Jira users to create and update an issue
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 the following steps:

    Important

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

    1.  Under DevOps integration, select Between ITSM Work Order and Jira Issue.

    2. 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 configuration, 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.
        Instance NameIf you are using multiple instances of Jira, enter the name of the Jira 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 Vendor Field Mapping and Display Field Mapping sections.

        (Optional) Instance URL

        Update the Jira server name and port in the default URL.

        The default value of this variable is https://[jira server name]:[port]/browse/{key}.

        Vendor Field Mapping

        To perform a direct data synchronization between BMC Helix ITSM and Jira, you can update the mappings in the Remedy to Vendor Sync Fields and Vendor to Remedy Sync Fields.

        Display Field Mapping

        By default, the basic Jira 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 Work Order Ticket When Vendor Closes It

        Select the toggle key if you want to resolve the work order when the associated Jira issue is closed.
        Integration PlatformSelect Jitterbit.
      3. Click Save.

    4. To fetch work orders from BMC Helix ITSM, click Define filter criteria to fetch records from ITSM to Helix Multi-Cloud Broker for work order, 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 a work order matches the operation and filter that you have selected, the system fetches that work order to BMC Helix Multi-Cloud Broker.
    5. In the Configure JIRA 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 Sync BMC Helix ITSM work order and Atlassian Jira issue Update 2022-07-01  file.
    This file contains the  BMC Helix iPaaS Cloud Studio project Sync BMC Helix ITSM work order and Atlassian Jira issue.

    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 work order and Atlassian Jira issue.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 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

      Change the name, if required.

      The default value of this variable is set to BMCHelixITSMWorkOrderAndJiraIssue.

      BHIP_API_User_Roles

      Specify the organization roles that should have access to the new API. You can add multiple comma separated values.

      Important: If you do not specify any value, all the organization roles get access to the new API.

      BHIP_MCB_API_Profile_User_Name

      Enter the user name for the security profile used with 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_User_Password

      Enter the password for the security profile used with the BMC Helix iPaaSAPI 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_Vendor_API_Profile_Type

      Change the default value by selecting one of the following supported values, if required:

      • BASIC

      • ANONYMOUS

      The default value 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

      Change the default value, if required.

      The default value is apiKey.

      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 of Jira issues from BMC Helix ITSM work orders, and synchronization of updates and comments.

      By default, this variable is set to true. If you want to disable the creation of Jira issues from BMC Helix ITSM work orders, and synchronization of updates and comments, set the default value to false.

      Enable_Vendor_To_BMC_Helix_Integration

      Enable the creation of BMC Helix ITSM work orders from Jira issues, 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 work orders from Jira issues, and synchronization of updates and comments, set the default value to false.

    • Jira project variables:

      Project variable

      Action

      Jira_Host_URL

      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_User_Name

      Enter the name of the user accessing Jira.

      Jira_User_Password

      Enter the API token for Jira that you created earlier.

      Jira_Project_Name

      Enter the default project name that you want to work on for the BMC Helix ITSM and Jira integration.

      You can keep this variable blank. In this case, the template uses the JQL query.

      Jira_JQL_Query

      Enter the JQL query to specify for which Jira issues BMC Helix ITSM work orders should be created; for example, if you specify Priority=High, the Jira issues with High priority are brokered to BMC Helix ITSM.

      Important:

      • Do not enter a value for this variable if you are implementing only the BMC Helix ITSM to Jira use case.

      • Do not include a project condition in this variable.

      Jira_Query_Project_Keys

      Enter the Jira project key from which you want to filter Jira issues to broker to BMC Helix ITSM. You can add multiple project keys by specifying comma separated values; for example, JiraProject1, JiraProject2.

      Important: While adding a value in this variable, make sure that you include the project key specified in the Jira_Create_Issue_Project_Key variable. This enables the synchronization of work orders that are brokered from BMC Helix ITSM to Jira.

      Jira_Create_Issue_Project_Key
      Enter the Jira project key under which you want to create a Jira issue from a BMC Helix ITSM work order.
      For example, if you specify MCB as the project key, when a work order is created in BMC Helix ITSM, a corresponding Jira issue is created under the Jira project with the specified key.

      Important: You can also specify the Jira project key by mapping a BMC Helix Multi-Cloud Broker field that contains the project key with the key field in the target application.

      To do this action, in the MCB WorkOrder To Jira Issue workflow, you update a transformation by deleting the existing mapping in the key field and then mapping it with the BMC Helix Multi-Cloud Broker field in the project element.

      Refer to the following image and perform the steps in the given sequence to map the fields:

    • BMC Helix Multi-Cloud Broker project variables:

      Project variableAction
      MCB_Host

      Enter the BMC Helix Multi-Cloud Broker host URL to which Jira issues 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 user name.
      MCB_Vendor_Name

      Enter the value in the following format for multiple instances of Jira:

      JIRA.<Instance name>

      The instance name in the format is the name that you entered in the Instance Name field while configuring vendor metadata.

      MCB_Field_ID_For_Jira_Issue_Type

      Enter the BMC Helix Multi-Cloud Broker field ID that contains the value for determining the Jira issue type during BMC Helix Multi-Cloud Broker to Jira operations.

      The default value of this field is 466000053 that is mapped with the Resolution Category Tier 3 field in the work order record. If you use any other field from the work order record to contain the Jira issue type, enter the ID of that field in this variable.

      Important: If this variable is blank, by default, a Jira story is created.

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

      Project variableAction
      ITSM_Company_NameEnter the company name for which the integration template needs to be run. This company name is displayed in a work order that is created in BMC Helix ITSM; 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.

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 issue is created in Jira, a corresponding word order is created in BMC Helix ITSM, and the converse is true. Comments added to the Jira issue are synced with the BMC Helix ITSM work order, 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, select API Manager > My APIs.
  2. Open any of the following APIs:

    • BMC_Helix_ITSM_Work_Order_And_Jira_Issue_MCB_To_Vendor—This API creates a Jira issue from a BMC Helix ITSM work order.
    • BMC_Helix_ITSM_Work_Order_And_Jira_Issue_Vendor_To_MCB—This API creates a BMC Helix ITSM work order from a Jira issue.
  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

You can map custom fields between BMC Helix ITSM and Jira. 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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Comments

  1. Christine Bowen

    MCB_Field_ID_For_Jira_Issue_Type - The field you have listed doesn't exist on Work Order. There is no Resolution Categorization for Work Order tickets.

    Nov 07, 2022 02:14
    1. Priya Shetye

      Christine Bowen, thank you for your comment. I have updated the description for the MCB_Field_ID_For_Jira_Issue_Type.

      Nov 11, 2022 06:09
  2. Christine Bowen

    Missing the variable 'ITSM_Location_Company'

    Nov 07, 2022 02:35
    1. Priya Shetye

      Christine Bowen , Thank you for your comment.

      I have added the missing ITSM_Location_Company.

      Nov 11, 2022 06:08