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.

DevOps integration

The development teams and IT operations teams of most organizations use different tools to manage and track their efforts. Using different tools can present a challenge to implementing DevOps practices across an organization. BMC Helix Multi-Cloud Service Management aims at addressing the challenge of integrating the tools used by the IT operations teams with those used by development teams.

You can leverage the DevOps integration functionality for vendors such as Atlassian JIRA Software, CA Agile Central, and Microsoft Azure DevOps.

BMC Helix Multi-Cloud Service Management helps integrate Remedy IT Service Management (ITSM) or BMC Helix IT Service Management (ITSM) with Agile Development tools such as Atlassian JIRA Software or CA Agile Central in the following manner:

  • When a developer creates an issue in a tracking system such as Jira, BMC Helix Multi-Cloud Service Management creates a corresponding change, incident, problem, known error request, or work order in Remedy ITSM based on the condition specified when configuring the feature. These records can be viewed by Smart IT agents in the Smart IT console. The issue ID is added to the Smart IT ticket and can be clicked to directly open the tracking system issue. 
  • Similarly, when a change coordinator creates a change request in Remedy ITSM, BMC Helix Multi-Cloud Service Management creates a corresponding user story in the Agile Development tool. The development team can view details of the change request in the tracking tool.
  • BMC Helix Multi-Cloud Service Management facilitates integration of Remedy ITSM with multiple instances of Jira. BMC Helix Multi-Cloud Service Management supports full functionality for all the instances of Jira in your organization. See Use cases for more information about using multiple instances of Jira.

Benefits of DevOps integration

The following table lists the functionalities or benefits that DevOps integration provides:

FunctionalityReference

Automatic creation of a Remedy ITSM incident, change request, known error request, or work order when an issue is created in a tracking tool like Jira.

How Remedy ITSM tickets are created automatically
Ability to associate multiple issues (for example, Jira issues) with a single Remedy ITSM change request.How multiple issues are associated with a change request

Automatic creation of an issue or user story in a tracking tool like Jira when a Remedy ITSM incident, change, problem, or work order record is created.

How issues are created automatically

Automatic creation of an Azure DevOps work item when a Remedy incident record is created.

How Azure DevOps work items are created automatically

Automatic creation of a Remedy incident record when an Azure DevOps work item is created.How Remedy ITSM incidents are created automatically for Azure DevOps work items

Updates to activity notes. BMC Helix Multi-Cloud Service Management keeps ticket comments and status updated.

How activity notes and status are updated in BMC Helix Multi-Cloud Service Management

Using BMC Helix Multi-Cloud Service Management with Remedy Mid-Tier

You can integrate BMC Helix Multi-Cloud Service Management with tracking tools without using Smart IT. In addition to the Smart IT console, you can use BMC Remedy Mid Tier to view change requests and incidents. When working without Smart IT, you cannot view the vendor ticket details. However, you can view the work logs to verify that tickets are being brokered.

If you are using Remedy Mid-Tier, you cannot perform the following actions:

  • Associate multiple issues (for example, Jira issues) with a single Remedy ITSM change request.
  • Send an activity note from Remedy ITSM to the tracking system.

DevOps integration for multiple Jira instances

When you integrate Remedy ITSM with multiple Jira instances, consider the following guidelines:

  • There is no limit on the number of Jira instances that a BMC Helix Multi-Cloud Service Management tenant can support.
  • You must specify a unique name for each Jira instance for easy identification.
  • You have the flexibility to define different field mappings and trigger conditions for each Jira instance.
  • You can only combine Remedy ITSM tickets from a single Jira instance.

Components used to create vendor tickets

BMC Helix Multi-Cloud Service Management uses connectors, flows, and processes to create vendor tickets. When you integrate Remedy ITSM with Azure DevOps, it additionally uses Webhooks to initiate the flows to create the incident or Azure DevOps work item.

The following table describes these components in detail:

Component

Description

Where you can configure the component

Connector

A connector is an integration with a BMC or third-party application, for example, Remedy ITSM, Atlassian Jira, and Remedyforce. Each connector supports a certain number of triggers, actions, or both.

You configure a connector in BMC Helix Integration Service.
FlowA flow is a connection between two connectors that lets you accomplish a certain task. Each flow has a source application and a target application. A triggering event in the source application causes an action to take place in the target application.You can configure a flow in BMC Helix Integration Service.
Connector targetBMC Helix Multi-Cloud Service Management defines processes to call vendor application specific actions to perform different business functions. When triggered by using a rule, a process uses the actions defined to implement the business logic for a given business case. The process is associated with a connector target which provides the process with the information required to connect to a vendor service.You configure connector targets in BMC Helix Innovation Studio.

The following images show how tickets are created using these components:

Remedy ITSM to Vendor Ticket Management system


Vendor Ticket Management system to Remedy ITSM

Remedy ITSM to Azure DevOps


Azure DevOps to Remedy ITSM


How Remedy ITSM tickets are created automatically

The following image illustrates how BMC Helix Multi-Cloud Service Management uses connectors, flows, and processes to automatically create a change request, incident, problem, or work order in Remedy ITSM:

Important

For a known error request, Step 6 to Step 10 are performed by a webhook flow.


How Remedy ITSM incidents and change requests are created automatically for Azure DevOps work items

The following image illustrates how BMC Helix Multi-Cloud Service Management uses connectors and flows to automatically create an incident and a change request in Remedy ITSM:

How multiple issues are associated with a change request

Service desk users can associate and view multiple issues in a single Remedy ITSM change request by copying a Remedy ITSM request ID to the corresponding Jira issue as a label. When you integrate with multiple instances of Jira, you can associate change requests only with issues from a single instance.

The following image illustrates how BMC Helix Multi-Cloud Service Management uses connectors, flows, rules, and processes when multiple issues are associated with an existing Remedy ITSM change request:

How Jira issues are created automatically

When a service desk agent creates an incident, change request, problem, or work order record in Remedy ITSM, BMC Helix Multi-Cloud Service Management automatically creates a Jira user story or bug. 

Based on the following values in a ticket, either a Jira user story or bug is created:

RecordValues
Incident
  • Status: Resolved
  • Status reason: Future enhancement
  • Resolution category: Request > Jira > Bug or Story

Change

Operational category: Request > Jira > Story

Important: Only supports creation of Jira story and not a Jira bug.

Problem

Operational category: Request > Jira > Bug or Story

Work Order

Operational category: Request > Jira > Bug or Story


The following image illustrates how BMC Helix Multi-Cloud Service Management uses connectors, flows, and processes to create a bug or a user story:

Important

For a known error request, Step 6 to Step 10 are performed by a webhook flow.

How Azure DevOps work items are created automatically

The following image illustrates how BMC Helix Multi-Cloud Service Management uses connectors, flows, and processes to create an Azure DevOps work item from a Remedy ITSM incident:

How activity notes and status are updated in BMC Helix Multi-Cloud Service Management

The following table lists the events that update the status and activity notes:

Event type

Event

Result

Addition of a comment

A service desk agent adds a comment to the Remedy ITSM change request or incident (in Smart IT) and clicks Share with Jira/CA Agile Central.

The comment is added to the Jira/CA Agile Central issue.

A developer adds a comment to a Jira issue or user story.

The comment is added to the corresponding Remedy ITSM change request, incident, problem, known error request, or work order ticket.

Important: The comment is displayed in the Remedy ITSM ticket only if the Viewable to all users option is selected in Jira.

Addition of an attachmentAttachments are added to the comment, either in Jira or Remedy ITSM.Attachments are shared between the applications.
Updates to a fieldA field in the vendor ticket is updated.

The updates are reflected in the corresponding Remedy ITSM incident fields. 

Important: This behavior applies to the fields that are mapped when specifying technology provider and field mapping during vendor data configuration.

Updates to a ticket statusThe status of a vendor ticket is updated.Status change is added as an activity note in Remedy ITSM incident or change request.

Activity notes display the vendor ticket numbers and the author of the note. 

The following table lists the different formats in which an activity note can be displayed:

From where a ticket is created

Format of the activity note

From a vendor to Remedy ITSM

Note added from <vendor> ticket <vendor ticket id as URL> by <vendor user first last names>

Attachment(s) added:

<fileName>

Attachment(s) failed:

<fileName>

From Remedy ITSM to vendor

ITSM user <ITSM user first last name>, added a work note:

<work note text>

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