This documentation supports the 20.08 version of BMC Helix Multi-Cloud Service Management.

To view the documentation for the previous version, select 20.02 from the Product version menu.

Automatically creating known error requests in Remedy ITSM from Jira issues

BMC Helix Multi-Cloud Service Management helps facilitate DevOps practices in organizations that use multiple tools. You can integrate Remedy ITSM with Jira to create known error requests in Remedy ITSM from Jira issues. With this integration, you can track the Jira defects in Remedy ITSM in the form of known errors.

For more information about DevOps integration, see DevOps integration.

Before you begin

Complete all preconfiguration tasks before you enable the integration.

To select the integration option for DevOps between Jira and Remedy ITSM

  1. Launch BMC Helix Platform by using the URL provided in the email sent to you from BMC, and log in as an administrator.
  2. From the list of applications, select Workspace > Applications> Multi-Cloud Service Management.
  3. To launch BMC Helix Multi-Cloud Service Management, on the top-right corner of the page, click Visit Deployed Application.

    Tip

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

  4. To open the configuration page, click Settings.
  5. Select Start Here > Quick Configuration Guide.
    BMC Helix Multi-Cloud Service Management lists the features available to you.
  6. To enable the DevOps Integration feature for Jira and Remedy ITSM, under DevOps Integration, select Jira Issue to ITSM Known Error, and click Done.

The Configuration Links page displays a list of common configurations, connectors, and flows that you need to configure as described in the next tasks.

To map Jira vendor data to Remedy ITSM or Smart IT

Configuring vendor data includes setting up a vendor organization and defining vendor mappings for the technology provider. Vendor mapping is the metadata of the vendor that is used to define dynamic field mapping between Remedy ITSM and Vendor application fields. Vendor mapping metadata is required to send Remedy ITSM ticket to the vendor application. Vendor mapping ensures that notifications about changes made to the Remedy ITSM fields are added as a comment to the corresponding vendor application ticket. If you are integrating with multiple instances of Jira, create a vendor mapping for each instance of Jira.

Note

BMC recommends that you set up the vendor organizations before starting the  BMC Helix Multi-Cloud Service Management configuration. For more information about adding vendor organizations, see Performing preconfiguration tasks.

  1. If required, to create or modify a vendor organization, in the Configuration Links page, click  Manage Vendor Organizations  under Configure Jira .

  2. To add or update the vendor mapping, in the Configuration Links page, click Map Vendors under Configure Jira.

    1. On the Map Vendors page, click 

    2. Enter a Description that makes it easy for you to identify the vendor metadata configuration.
    3. Select the Ticketing Technology Provider
      The technology provider is the organization that develops the vendor application. For example, Amazon is the Ticketing Technology Provider for AWS.
    4. If you have multiple Jira instances, enter a Instance Name that BMC Helix Multi-Cloud Service Management can use to identify each Jira instance.

      The recommended format for an instance name is  instanceName instance instanceNumber

    5. Click Add Mapping.
      BMC Helix Multi-Cloud Service Management displays the default Instance URLVendor Field Mapping, and Display Field Mapping.
    6. Update the Instance URL with the server name and the port number for the Jira instance that you are mapping. 
      This URL represents the URL for connecting with your Jira server.
    7. Click  { }  to open the JSON editor, and modify Vendor Field Mapping and Display Field Mapping to add or delete values. 
      • Vendor Field Mapping — Defines how BMC Helix Multi-Cloud Service Management maps Remedy ITSM fields to vendor application ticket fields.

        Update the value of fields.project.namewith the name of your Jira project for ticket-brokering-lib:Known Error .

      • Display Field Mapping — Defines how Jira ticket fields are displayed on the Remedy with Smart IT console.

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

For the Jira Issue to ITSM Known Error feature that you selected, complete the following procedure for the connectors listed on the Configuration Links page:

  1. 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.

  2. To enter field values, select a connector, such as Remedy 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.

  3. To update the configuration defaults, enter the appropriate field values by referring to the list of connectors at the end of this procedure.
  4. To add or update the user account that is used to access the vendor application, click Accounts.

List of connectors for integration with Jira

  • Multi-Cloud
    • Configuration
      While activating BMC Helix Multi-Cloud Service Management, 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 Person data .
  • Jira
    • Configuration
      • If you are integrating with an on-premises instance of Remedy ITSM, enter values for the following fields:

        Field

        Value

        NameEnter a name for the connector configuration
        SiteFor each on-premises Jira instance, select the site that you created.
        For Jira instances in the cloud, select Cloud as the site.
        Jira Server HostnameEnter the name of your Jira server.
        Jira server Port

        Enter the port number of the Jira server.
        Enter 443 if your Jira server is SSL enabled.

        ProtocolEnter the protocol used by the Jira server.
        Certificate AuthorityCopy the contents of a self-signed certificate.
      • If you need to integrate with multiple instances of Jira, add a Connector Configuration for each instance.
    • Account
      • Add the account of a Jira user who can view and update Jira issues.
      • If you need to integrate with multiple Jira instances, add an account for each of the Jira instances.
  • AR system

    The following definition is provided as internal forms configuration in the connector in the out-of-the-box schema:

    [
        {
            "label": "Known Error",
            "name": "PBM:Known Error",
            "trigger": "PBM:Known Error",
            "create": "PBM:ProblemInterface_Create",
            "update": "PBM:KnownErrorInterface",
            "query": "PBM:Known Error",
            "resultKeyField": "1000000979",
            "keyField":"1000000979"
        },
        {
            "label": "Known Error WorkLog",
            "name": "PBM:Known Error WorkLog_People",
            "trigger": "PBM:Known Error WorkLog_People",
            "create": "PBM:Known Error WorkLog"
        }
    ]

List of flows for integration with Jira

Create flows

  • Create Known Error from Jira Issue
    • Trigger conditions
      The following conditions are provided out-of-the-box:

      FieldValue
      Project isNA
      Labels not matches(INC|CRQ|PBI|WO|PKE)\d+
    • Field mapping
      The following mappings are provided out-of-the-box:

      • Flow Target 1 (BMC Helix Multi-Cloud Management Service)

        FieldValue
        DescriptionIssue description
        ImpactPriority
        SummaryIssue Summary
        UrgencyPriority
        View Access
        Note:
        The value of this field is set to Internal.
        NA
        Known Error StatusStatus
        Target DateDue date
        Vendor
        Note: The value of this field is set to JIRA.
        NA
        Vendor Ticket IdIssue Key
        Vendor Ticket Properties
        • fields.assignee.displayName
        • fields.status.name
        • fields.issuetype.name
        • key
        • Assignee
        • Status
        • Issue Type
        • Issue Key
        Webhook Condition Parameter
        Note:
        The value of this field is set to Remedy.
        NA
        Action
        Note:
        The value of this field is set to CREATE KNOWN ERROR.
        NA
  • Create ITSM Known Error from Multi-Cloud Known Error
    • Triggerconditions
      The following conditions are provided out-of-the-box:

      FieldValue
      Condition is${webhookContext.466000271} = "Remedy" AND ${webhookContext.466000048} = "CREATE KNOWN ERROR" AND ($ webhookContext.466000257} = $NULL$ OR ${webhookContext.466000257} = "")
      Include All Fields istrue
      is Newis true
    • Field mappings

      • Flow Target 1 (AR System)

        The following mappings are provided out-of-the-box:

        FieldValue
        Status* (Known Error Status)
        Note:
        The value of this field is set to Known Error Status.
        NA
        Notes (Detailed description)Description
        Urgency* (Urgency)
        Note:
        The value of this field is set to Urgency.
        NA
        Impact* (Impact)
        Note:
        The value of this field is set to Impact.
        NA
        Description* (Description)Summary
        Target Date (Target Resolution Date)Target Date
        Broker Vendor Name
        Note:
        The value of this field is set to JIRA.
        NA
      • Flow Target 2 (BMC Helix Multi-Cloud Management System)
        The following mappings are provided out-of-the-box:

        FieldValue
        Known Error IDTarget 1 Known Error ID* + (Known Error ID)
        IDID
      • Flow Target 3 (BMC Helix Multi-Cloud Management System)

        The following mappings are provided out-of-the-box:

        FieldValue
        Parent Ticket IdID
      • Flow Target 4 (BMC Helix Multi-Cloud Management System)

        The following mappings are provided out-of-the-box:

        FieldValue
        textTICKET_CREATED_MESSAGE
        post_type
        Note:
        The value of this field is set to comment#remedy.
        NA
        ticket_type
        Note: The value of this field is set to knownerror.
        NA
        vendorTicketIdVendor Ticket Id
        Parent_GUIDTarget 1 Known Error ID* + (Known Error ID)
        WorkLogTypeId
        Note: The value of this field is set to 44000.
        NA
      • Flow Target 5 (JIRA)

        The following mappings are provided out-of-the-box:

        FieldValue
        Issue KeyTarget 3 Vendor Ticket Id
        LabelsTarget 1 Known Error ID* + (Known Error ID)

Worklog flows

  • Sync Jira Issue Comment

    • Trigger

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

    • Field mapping

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

      Field

      Value

      textRetain the prefix Comment Body
      post_typecomment#remedy
      VendorJIRA
      Vendor Ticket IdIssue Key
      commentIdComment ID
      Attachment Object 1Attachment Object 1
      Attachment Object 2Attachment Object 2
      Attachment Object 3Attachment Object 3
  • Multi-Cloud Worklog to ITSM Known Error Activity Note

    • Trigger conditions
      The following conditions are provided out-of-the-box:

      FieldMapping
      Condition is${webhookContext.304411991} = "knownerror" AND ${webhookContext.304412011} = "comment#remedy"
      Include All Fields istrue
    • Field mappings

      • Flow Target 1 (AR System)
        The following mappings are provided out-of-the-box:

        FieldValue
        Work Info Type* (Work Log Type)WorkLogTypeId
        Known Error ID* (Known Error ID)Parent_GUID
        Notes* (Detailed Description)CommentText
  • Create Known Error Activity Note with Author

    • Trigger conditions
      The following conditions are provided out-of-the-box:

      FieldValue
      Is New Known Error Worklogis true
      Broker Vendor Nameis not empty
    • Field mappings

      • Flow Target 1 (BMC Helix Multi-Cloud Service Management)
        The following mappings are provided out-of-the-box:

        FieldValue
        textNotes (Detailed Description)
        post_type
        Note: The value of this field is set to comment#vendor.
        NA
        ticket_type
        Note: The value of this field is set to knownerror.
        NA
        ticketNumberKnown Error ID
        vendorTicketIdBroker Vendor Ticket Id
        AuthorFull Name
        Webhook Condition ParameterBroker Vendor Name
  • Multi-Cloud Worklog to Jira Issue Comment

    • Trigger conditions
      The following conditions are provided out-of-the-box:

      FieldValue
      Condition is${webhookContext.466000228} = "JIRA" AND ${webhookContext.304412011} = "comment#vendor" AND ${webhookContext.304411991} = "knownerror"
      Include All Fields istrue
      Attachment Group Id is emptyNA
    • Field mappings
      • Flow Target 1 (JIRA)
        The following mappings are provided out-of-the-box:

        FieldValue
        Comment BodyCommentText
        Issue KeyassociatedGUID
  • Multi-Cloud Worklog with Attachment to Jira Issue comment
    • Trigger condition
      • The following trigger conditions are provided out-of-the-box:

        FieldValue
        Condition is${webhookContext.466000228} = "JIRA" AND ${webhookContext.304412011} = "comment#vendor" AND ${webhookContext.304411991} = "knownerror"
        Include All Fields istrue
        Attachment Group Id is not emptyNA
      • Field mappings
        • Flow Target 1 (JIRA)
          The following mappings are provided out-of-the-box:

          FieldValue
          Comment BodyCommentText
          Issue KeyassociatedGUID
        • Flow Target 2 (JIRA)

          The following mappings are provided out-of-the-box:

          FieldValue
          Issue KeyassociatedGUID
          AttachmentAttachment Object 1


Sync flows

  • Sync Jira Issue to Multi-Cloud Known Error

    • Trigger conditions
      The following conditions are provided out-of-the-box:

      FieldValue
      Project isNA
      Labels matchesPKE\d+
    • Field mappings

      • Flow Target 1 (BMC Helix Multi-Cloud Service Management)
        The following mappings are provided out-of-the-box:

        FieldValue
        StatusStatus
        Vendor
        Note: The value of this field is set to JIRA.
        NA
        Vendor Ticket IdIssue Key
        Vendor Ticket Properties
        • fields.assignee.displayName
        • fields.status.name
        • fields.issuetype.name
        • fields.fixVersions
        • key
        • Assignee
        • Status
        • Issue Type
        • Fix versions
        • Issue Key
      • Flow Target 2 (BMC Helix Multi-Cloud Service Management)

        The following mappings are provided out-of-the-box:

        FieldValue
        DescriptionIssue Description
        Impact
        Note: The value of this field is set to Impact.
        NA
        Known Error IdTarget 1 Parent Ticket Id
        SummaryIssue Summary
        Urgency
        Note: The value of this field is set to Urgency.
        NA
  • Update ITSM Known Error from Multi-Cloud Known Error

    • Trigger conditions
      The following conditions are provided out-of-the-box:

      FieldValue
      Condition is${webhookContext.466000278} = "true"
      Include All Fields istrue
      Record Event equalsupdate
    • Field mappings

      • Flow Target 1 (AR System)
        The following mappings are provided out-of-the-box:

        FieldValue
        Known Error IDKnown Error ID
        Summary (Description)Summary
        Notes (Detailed Description)Description
        Urgency
        Note: The value of this field is set to Urgency.
        NA
        Impact
        Note: The value of this field is set to Impact.
        NA
      • Flow Target 2 (BMC Helix Multi-Cloud Management System)

        The following mappings are provided out-of-the-box:

        FieldValue
        Known Error IDKnown Error ID
        Sync Remedy Ticketfalse
  • Sync ITSM Known Error

    • Trigger conditions
      The following conditions are provided out-of-the-box:

      FieldValue
      Broker Vendor Nameis not empty
    • Field mappings

      • Flow Target 1 (BMC Helix Multi-Cloud Management System)
        The following mappings are provided out-of-the-box:

        FieldValue
        CompanyCompany
        DescriptionNotes (Detailed Description)
        Impact
        Note: The value of this field is set to Impact* (Impact).
        NA
        Known Error IDKnown Error ID* + (Known Error ID)
        Known Error StatusStatus* (Known Error Status)
        Last Corrected DateLast Corrected Date
        PriorityPriority* (Priority)
        Sync Vendor Tickettrue
  • Update Jira Issue from Multi-Cloud Known Error

    • Trigger conditions
      The following conditions are provided out-of-the-box:

      FieldValue
      Condition is${webhookContext.466000279} = "true"
      Include All Fields istrue
      Record Event equalsupdate
    • Field mappings

      • Flow Target 1 (BMC Helix Multi-Cloud Management System)
        The following mappings are provided out-of-the-box:

        FieldValue
        Parent Ticket IdID
      • Flow Target 2 (JIRA)

        The following mappings are provided out-of-the-box:

        FieldValue
        Issue KeyVendor Ticket Id
        Issue DescriptionDescription
        Issue SummarySummary
      • Flow Target 3 (BMC Helix Multi-Cloud Service Management)

        The following mappings are provided out-of-the-box:

        FieldValue
        Known Error IDKnown Error ID
        Sync Vendor Ticketfalse

To enable mapping between Remedy ITSM fields and custom fields created in Jira

When integrating with Jira, you can send and receive the value of custom fields created in Jira to a field in Remedy ITSM by specifying the appropriate mapping for the fields. After you create the custom field, you need to update the Jira connector, flow, and vendor data configuration.

  1. Create the custom field in Jira.
    1. Log in to Jira 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. 
      For information on adding custom fields, see the documentation for Jira.
  2. Synchronize the Jira connector.
    1. Log in to BMC Helix Integration Studio.
    2. Navigate to Catalog and click Connectors.
    3. Select the Jira 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.
  3. Update the Sync Jira Issue flow to synchronize the new field. 
    1. (Optional) Get the internal ID from Jira for your custom fields: 

      Note

      You must install a utility for non-interactive download of files like wget and then run the commands using the command line prompt.


      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 BMC Helix Integration Service. Copy value from id field from the json file. This is application Id field that you can use in the next command. Find from the list of appConfig your  configuration by name and copy value from Id field. This is configuration Id value that you can use in 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 Issue flow.
    4. On the Details tab, click .  

    5. Select the Edit Field Mapping tab. 

    6. In the Vendor Ticket Properties section, click Add Property for each custom field that you want to use. 

    7. Enter the systemName field and select the field in which the value of the custom field needs to be populated.
  4. To display the custom field, update Display Mapping in Vendor Data configuration.

    1. Log in to BMC Helix Multi-Cloud Service Management and click Settings .

    2. Navigate to Configure Vendors > Map Vendors.

    3. Select the Jira metadata that you want to update and click Edit.

    4. Add new vendor specific values for the custom fields that you need.

      • Vendor Field Mapping defines how BMC Helix Multi-Cloud Service Management maps Remedy ITSM fields to vendor ticket fields. 

      • Display Field Mapping defines how vendor ticket fields map to the fields on the Smart IT console.


The configuration enables you to send data from the custom Jira field to the Remedy ITSM field mapped in the Vendor Field Mapping.

To sync the values of mapped fields between Jira and Remedy ITSM

You can configure the prebuilt DevOps integration between JIRA Software and Remedy ITSM to automatically update the values of fields mapped between Jira and Remedy 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 creating a known error request, the initial value of the Status field in Jira and Remedy ITSM ticket is In Progress. Now, when you update the status of the Jira defect to Closed, the status of the Remedy ITSM known error request is automatically updated to Closed.

To update the Jira field value when Remedy ITSM field value is changed

To automatically update the value of a Jira field when the Remedy ITSM field value is changed, you must first map the Remedy ITSM and Jira fields that you want to keep in sync in the Jira Vendor Field Mapping.  Then, configure the flows required to update the value of the Jira fields. 

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

Product

Steps

BMC Helix Multi-Cloud Service Management

  1. Log in to BMC Helix Multi-Cloud Service Management.
  2. Click  to open the configuration page.
  3. Navigate to Configure Vendors > Map Vendors.
  4. Select the vendor that shows Jira as the Ticketing Technology Provider, and click Edit.
  5. Click { } for Vendor Field Mapping and navigate to ticket-brokering-lib:Known Error.

  6. Under Remedy to Vendor Sync Fields, add the field IDs of the BMC Helix Multi-Cloud Service Management record definition fields mapped to Jira that you want to keep in sync.

BMC Helix Integration Service

  1. Log in to BMC Helix Integration Service.
  2. Create Sync ITSM Known Error flow from the template.

  3. To sync the value of Remedy ITSM known error request and Jira fields, create the Update Jira Issue from Multi-Cloud Known Error flow from the template and map the fields that you want to keep in sync in the flow.

Note: 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.

To update the Remedy ITSM field value when Jira field value is changed

To automatically update the value of a Remedy ITSM field when the Jira field value is changed, you must first map the Jira and Remedy ITSM fields that you want to keep in sync in the Jira Vendor Field Mapping.  Then, configure the flows required to update the value of the Remedy ITSM fields. 

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

Product

Steps

BMC Helix Multi-Cloud Service Management

  1. Log in to BMC Helix Multi-Cloud Service Management.
  2. Click  to open the configuration page.
  3. Navigate to Configure Vendors > Map Vendors.
  4. Select the vendor that shows Jira as the Ticketing Technology Provider, and click Edit.
  5. Click { } for Vendor Field Mapping and navigate to Vendor to Remedy Sync Fields.
  6. Add the field IDs of the BMC Helix Multi-Cloud Service Management record definition fields mapped to Jira that you want to keep in sync in the Remedy to Vendor Sync Fields section.
BMC Helix Integration Service
  1. Log in to BMC Helix Integration Service.
  2. Create any of the following flows based on your requirement:
    • If you want to sync a known error request in Remedy ITSM, create the Sync Jira Issue to Multi-Cloud Known Error flow.
    • If you do not want to use the sync functionality, use the Sync Jira Issue flow.
    These flows will bring the update to the Jira ticket to Multi-Cloud for known error requests. You must map the fields in the flows that you want to keep in sync.
  3. To sync the value of Remedy ITSM known error request and Jira fields, create the Update ITSM Known Error from Multi-Cloud Known Error flow from the template and map the fields that you want to keep in sync in the flow.

Note: 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.

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