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.

Troubleshooting issues with synchronization between providers

This topic includes information about troubleshooting the synchronization issues with BMC Helix Multi-Cloud Broker.

Incident is not resolved when the brokered ticket is resolved

Resolution of brokered tickets on incident resolution is only supported for AWS and Salesforce Service Cloud with version 18.05 of BMC Helix Multi-Cloud Broker. 

  • Ensure that you have specified the right technology provider and enabled auto-resolution when setting up vendor data.
  • Verify the connector account for Remedy IT Service Management Suite (Remedy ITSM Suite) or BMC Helix ITSM and ensure that the connectors in the Connector Process ITSM process, in BMC Helix Platform, are associated with the correct configuration and profiles.

Tickets for selective services are being brokered

If incident brokering occurs for only a subset of the services, it is possible that the trigger conditions are not clearly defined.

Log in to BMC Helix Integration Service and locate the Create Brokered Incident flow. Ensure that you have specified all your services in the trigger conditions for the flow.

Updates to a Atlassian JIRA Software ticket field are not synchronized with the ticket in Smart IT

When the fix version for a brokered Jira issue is changed, if the corresponding ticket is not updated in Smart IT perform the appropriate procedure:

Note

This issue does not occur if you have the latest version of BMC Helix Multi-Cloud Broker.


If you are using an older version of BMC Helix Multi-Cloud Broker, complete the following procedures:

  1. Update BMC Helix Multi-Cloud Broker settings:
    1. Log in to BMC Helix Multi-Cloud Broker as a tenant administrator.
    2. Click Settings 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 Display Field Mapping and navigate to the Vendor Specific section.
    6. Locate the fixVersion in the Name column and change the name to fields.fixVersions.
    7. Click Save.
  2. BMC Helix Integration Service flow upgrade:
    1. Log in to BMC Helix Integration Service.
    2. Click My Flows and locate the Sync JIRA Issue flow.
      The Upgrade available label indicates that an upgrade to the flow template is available.
    3. Click the flow to open the flow details page.
    4. From the Action list, select Upgrade.
    5. Click OK to upgrade the flow.
      If you have overridden any of the out-of-the-box triggers and field mapping, you must apply those settings again.

Mismatch of DevOps ticket and ITSM resolution category

For DevOps integration, the ticket type created by BMC Helix Multi-Cloud Broker is based on the resolution category.  The values for resolution categories include:

  • bug, story for Jira
  • user story, defect for CA Agile Central


To ensure that ticket type matches the resolution category:

  • Verify the transformation specified for the resolution category fields. If the field value is translated incorrectly, incorrect ticket types are created.
  • Ensure that the values in the resolution category fields are mapped correctly rather than entered manually.
  • Confirm that the resolution categorization data has not changed and still maps correctly.

Brokered tickets are not displayed in Smart IT

Details of tickets that are brokered to a vendor are displayed in the Smart IT console for effective ticket management.

If your brokered tickets are not displayed in Smart IT:

  • Verify that the BMC Helix Multi-Cloud Broker pluggable provider is enabled. For more details, see Performing preconfiguration tasks.
  • Ensure that there are no network connection issues with Smart IT.
  • The Connector Process ITSM process from the Ticket Brokering Library is used to update data in ITSM. Ensure that all the connectors of the process are configured with the correct account.
  • If ticket data is not displayed in Smart IT, but the data is sent to the vendor, verify the value that is set for the Broker Vendor Name field.

Tickets are not sent to vendor

To ensure that all your tickets are being sent to the appropriate vendor, check for connections and authentication.

  • If you are integrating with on-premises applications, you need to configure an Integration Controller, which is called a Site in BMC Helix Integration Service. Ensure that your site is online by navigating to Sites in BMC Helix Integration Service. For more information about sites, see  Installing and configuring sites Open link .
  • Check your network configurations to ensure that the required ports are not blocked.
  • Verify the ITSM connector configuration to ensure that the server account details are accurate. For more details about configuration, see Configuring BMC Helix Multi-Cloud Service Management.
  • Ensure that you are using the correct account passwords.

Issues with flows

To check for issues with flows, see the flow timeline in Integration Studio. Navigate to My Flows > flowName to open the flow details. The flow errors are listed on the Timeline tab along with other flow updates. You can filter the list to view only the flow errors. 

A Flow in BMC Helix Integration Service is paused, and one of the applications of the flow displays the message Reauthorize this application.

BMC Helix Multi-Cloud Broker requires that you re-enter account details for the application to enable access to it.

Perform the following steps to resolve the access issue:

  1. Log in to BMC Helix Integration Service as an Administrator.

  2. Navigate to Catalog > Connectors.
  3. Select the connector for the application that requires account details, and click Accounts 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. Enter the required account details and save the configuration. 

Flow fails after you change the out-of-the-box priority field mapping with the custom field created in ITSM

If you have created a custom field in ITSM and map it with the priority field in a flow, you must set transformations for the custom field in the flow.

To set the transformations for the custom field:

  1. Log in to BMC Helix Integration Service.
  2. Open the flow.
  3. Click Details > Field Mapping.
  4. In the Priority field default mapping, remove the out-of-the-box field, and select the custom field that you have created in Remedy.
  5. Click the transformation icon.
  6. Click Add new.
  7. In the ITSM field, enter the value of the custom field, and in the Priority field, select the value you want to map with the custom field value.

Similarly, set the transformations for Impact and Urgency fields. Ensure that all the custom field values are mapped to the out-of-the-box values of Priority, Impact, and Urgency. If a custom field value is not mapped, it will cause the flow to fail.

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