This documentation supports the 19.11 version of BMC Helix Multi-Cloud Service Management.

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

Enabling prebuilt DevOps integration between CA Agile Central and Remedy ITSM

BMC Helix Multi-Cloud Service Management helps facilitate DevOps practices in organizations using multiple tools. You can integrate BMC Helix Multi-Cloud Service Management with CA Agile Central and manage tickets across multiple teams more effectively. For more information about DevOps integration, see DevOps integration.

Before you begin

Complete all preconfiguration tasks before you configure the integration.

To select the integration option for DevOps between CA Agile Central 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. For the DevOps feature, select Remedy Incident to Agile Central Issue under DevOps Integration, and click Done.

The Configuration Links page 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 CA Agile Central vendor data to Remedy ITSM or Remedy with Smart IT

Configuring vendor data includes setting up a vendor organization and defining vendor mappings for the technology provider.

  1. If you have not already done so, to set up the vendor organizations, on the Configuration Links page, click Manage Vendor Organizations. For instructions, see Performing preconfiguration tasks.

    Note

    BMC recommends that you set up the vendor organizations before starting the BMC Helix Multi-Cloud Service Management configuration.

  2. To add or update the vendor mapping, on the Configuration Links page, click Map Vendors.
    Vendor mapping ensures that your vendor is notified about changes to the Remedy ITSM fields by sending updates as a comment to the corresponding vendor ticket.
  3. On the Map Vendors screen, click  to open the Map New Vendor page.

  4. Enter a Description that makes it easy for you to identify the vendor metadata configuration.

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

    VendorTicketing Technology Provider
    AmazonAWS
    JIRA SoftwareJIRA
    Salesforce Service CloudService Cloud
    CA Agile CentralAgile Central
    Remedy ITSMVendor Remedy ITSM
    JIRA Software Service DeskJIRA Service Desk
    Microsoft Azure DevopsAzure DevOps
    Azure MonitorAzure Alerts
  6. For features that support multiple instances of the integration, add or update the Instance name for the provider.

  7. Click Add Mapping.
    BMC Helix Multi-Cloud Service Management displays the default Instance URL, Vendor Field Mapping and Display Field Mapping.

  8. Update the Instance URL with the ticketing technology provider server and port details.
  9. 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 Service Management maps Remedy 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.

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

For each feature 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 CA Agile Central


 ITSM

  • Configuration
    If you are integrating BMC Helix Multi-Cloud Service Management with an on-premises instance of Remedy ITSM, enter the following values:
FieldValue
Site Select the site that you created for Remedy.
AR serverEnter the name of your on-premises AR System server.
AR server portEnter the port number for your on-premises AR System server.
  • Account
    Add a Remedy 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 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 .


 CA Agile Central
  • Configuration

    FieldValue
    Name
    Enter a name for the connector configuration.
    Site
    For an on-premises CA Agile Central instance, select the site that you created. For instances in the cloud, select Cloud as the site.
    CA Agile Central Hostname
    Enter the name of your CA Agile Central server.
    CA Agile Central server Port:Enter the port number of the CA Agile Central server.
    ProtocolEnter the protocol.
  • Account
    • Add the account of a CA Agile Central user who can view and update issues.


 SMTP Email

  • Configuration
    To send email notifications for errors, specify values for the following fields:
FieldValue
NameEnter a name for the connector configuration.
SiteSelect the appropriate site for your email server.
Connection typeSelect 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 Remedy ITSM, BMC Helix Multi-Cloud Service Management, and CA Agile Central

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

  1. 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.

  2. To open the flow template page, on the Catalog tab in Integration Studio, click the flow you want to configure.

  3. To create a copy of the flow template, click .


  4. Select the appropriate accounts for the end-point connectors of the selected flow.
    You specify the connector accounts when configuring connectors.
  5. 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.
  6. 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.

  7. Click My Flows and select the flow that you created from the flow template.
  8. 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 CA Agile Central


 Create DevOps Incident
  • Trigger
    You need to set a trigger condition for this flow to determine which Incidents should be sent to CA Agile Central. For example, you can use the following triggers:
    • Status = Resolved
    • Status Reason = Future Enhancement

      Note

      The Create DevOps Incident flow can be used to send incidents to other DevOps vendors like Jira. Use the Technology Service mapping to determine the Vendor the incident should be sent to. Usually the mapping is based on a value on the incident, and is defined in the flow.

  • Field Mapping

    The following values are mapped out-of-the-box:

    Remedy ITSM fieldCA Agile Central field nameAdditional information
    PriorityPriorityIn the Vendor Field Mapping of the Map Vendor definition, the transformation values of Priority are defined.
    SummaryNameThe Incident ID is included as a part of the Summary.

    ScheduledStateDefault value is set to Not Started.
    PrioritySeverityIn the Vendor Field Mapping of the Map Vendor definition, the transformation values of Priority to Severity are defined.
    DescriptionDescriptionDefault field mapping
    Incident IDLabelIncident ID is included in the Summary and also added as a label on the issue.

    StateDefault value is set to Submitted.


 Sync Agile Central Defect
  • Trigger
    Ensure that Tags is set to contains INC.
  • Field Mapping

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

    FieldValue
    VendorAgile Central
    Vendor Ticket IdObjectID
    Vendor Ticket PropertiesRetain out-of-the-box properties mapping

    Note

    You can change the following out-of-the-box field mapping:

    • Status

    However, BMC recommends that you retain the existing mapping.


 Sync Agile Central User Story
  • Trigger
    Ensure that Tags is set to contains INC.
  • Field Mapping
    Do not change the following out-of-the-box field mappings.

    FieldValue
    VendorAgile Central
    Vendor Ticket IdObjectID
    Vendor Ticket PropertiesRetain out-of-the-box properties mapping

    You can change the following out-of-the-box field mapping:

    • Status

    However, BMC recommends that you retain the existing mapping.


 Create Incident Activity Note

  • Trigger

    FieldValue
    Shared with VendorTrue
  • Field Mapping

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

    FieldValue
    post_typecomment#vendor
    ticketNumberIncident Number
    Attachment Object 1.nameAttachment 1 filename
    Attachment Object 1.contentAttachment 1
    Attachment Object 2.nameAttachment 2 filename
    Attachment Object 2.contentAttachment 2
    Attachment Object 3.nameAttachment 3 filename
    Attachment Object 3.contentAttachment 3

    Note

    You can change the following out-of-the-box field mapping:

    • text: Notes

    However, BMC recommends that you retain the existing mapping.


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

  • Trigger

    FieldValue
    Shared with VendorTrue
  • Field Mapping

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

    FieldValue
    post_typecomment#vendor
    ticketNumberIncident Number
    AuthorFull name
    Attachment Object 1.nameAttachment 1 filename
    Attachment Object 1.contentAttachment 1
    Attachment Object 2.nameAttachment 2 filename
    Attachment Object 2.contentAttachment 2
    Attachment Object 3.nameAttachment 3 filename
    Attachment Object 3.contentAttachment 3

    Note

    You can change the following out-of-the-box field mapping:

    • text: 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.

To define connector targets to enable DevOps between CA Agile Central and Remedy ITSM

BMC preconfigures the out-of-the-box connector targets for all BMC Helix Multi-Cloud Service Management 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.

  1. To navigate to BMC Helix Platform, 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.
  2. Click the connector target you want to configure or click to configure a new connector target.
  3. Enter or update the following values and save the configuration.

    FieldInstructions
    NameEnter 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.

    ProfileSelect 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 CA Agile Central


 Connector Process Remedy ITSM

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


 MCSM Agile Central

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


When you complete the configuration for all the components, verify that the tickets are being brokered from Remedy ITSM to CA Agile Central.

Related topic

Configuring BMC Helix Multi-Cloud Service Management

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