This documentation supports the 19.08 version of BMC Helix Multi-Cloud Service Management.

Enabling DevOps between Microsoft Azure DevOps and Remedy ITSM incidents

Microsoft Azure Devops is a set of services that makes the process of creating and delivering products more efficient and effective through its development collaboration tools such as cloud hosted pipelines, Git repositories, Kanban boards and test automation capabilities. For more details about Azure DevOps, see the Azure DevOps documentation.

BMC Helix Multi-Cloud Service Management facilitates DevOps practices in organizations that use multiple tools. You can integrate BMC Helix Multi-Cloud Service Management with Azure DevOps and manage tickets across multiple teams more effectively. For more information about DevOps integration, see DevOps integration with BMC Helix Multi-Cloud Service Management.

Before you begin

Complete all pre-configuration tasks before you configure the integration.

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

You can use Multi-Cloud to configure features provided for different cloud service providers through its Quick Configuration Guide section.

  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. Select Workspace > Applications > Multi-Cloud Service Management from the list of applications.
  3. To launch BMC Helix Multi-Cloud Service Management, in the top-right corner of the page, click Visit Deployed Application.

    Multi-Cloud URL

    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 Azure DevOps and Azure DevOps to Remedy Incident under DevOps Integration.

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 Azure DevOps vendor data to Remedy ITSM or Smart IT

To configure vendor data content, you must set up a vendor organization and define vendor mappings for the technology provider. The Configuration Links page provides links to both options.

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 pre-configuration tasks.

  1. On the Configuration Links page, to create or modify a vendor organizations, click Map Vendor Organization under Configure Vendor Remedy ITSM.

  2. On the Configuration Links page, to add or update the vendor mapping, click Map Vendors under Configure Vendor Remedy ITSM.
    Vendor mapping ensures that your vendor is notified about changes to the Remedy ITSM fields. The updates are sent as a comment to the corresponding vendor ticket. 
  3. Configure the vendor data. 
    1. On the Map Vendors screen, click  to open the Map New Vendor page.

       Click here to view image...

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

    3. Select Azure DevOps as the Ticketing Technology Provider.
      The Ticketing Technology Provider is the application the vendor uses to manage tickets. For example, Ticketing Technology Provider for Amazon is AWS.

    4. Click Add Mapping.

      BMC Helix Multi-Cloud Service Management displays the default Instance URL and Display Field Mapping.

    5. Update the Instance URL with the ticketing technology provider server and port details.
    6. Click  { }  to open the JSON editor, and modify Display Field Mapping to add or delete values.

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

       Click here to view image...

To configure connectors for Remedy ITSM, Multi-Cloud, and Azure DevOps

For each feature you selected, complete the following procedure for the connectors listed in the Configuration Links page.

  1. To navigate to BMC Helix Integration Service, in the Configuration Links page, click Configure connectors in Integration Studio under Required Common Configurations.
    You need to configure the connectors listed for each feature, in addition to the connectors listed under Required Common Configuration.

  2. To enter field values, select the 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 corresponding connectors at the end of this section.
  4. To add details of the user account to be used to access the vendor application, click Accounts.

List of connectors for integration with Azure DevOps


 Remedy 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 the account of a Remedy ITSM user who has permissions to view business service requests, and to update incidents, change, or problem requests.


 Multi-Cloud

  • Configuration
    During activation 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 your account after you change the password for your tenant administrator account in BMC Helix Innovation Studio.


 Azure DevOps
  • Configuration
    • Name - Enter a name for the connector configuration
    • Site - Select Cloud as the site.
    • Azure DevOps Cloud Service URL: Enter https://dev.azure.com
    • Azure DevOps Services Organization: Enter the name of the organization define for Azure DevOps Services.
    • API Version: Select 5.0.
  • Account
    • Add the account of a Azure DevOps user who can view and update work items.


 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 use for sending error notifications.

To configure flows between Remedy ITSM, Multi-Cloud, and Azure DevOps

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

  1. To navigate to BMC Helix Integration Service, in 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.

     Click here to view the image

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

    To update the name of the flow that you have copied from the flow template, select My Flow, open the flow that you have copied and update the title.
  4. Select the appropriate accounts for the end-point connectors of the selected flow.
    You specify the connector accounts when configuring connectors.
  5. Specify the trigger Conditions and Field mapping, and click OK.
    For more information about trigger conditions and field mappings, see the list of flows in the Configuring flows section.

  6. Click My Flows and select the flow that you had created from the flow template.
  7. Click Details in the right pane to verify the target values for the trigger conditions and the field mappings.

List of flows for integration with Azure DevOps


 Create DevOps Incident
  • Trigger
    You need to set a trigger condition for this flow to determine which Incidents should be sent to Azure DevOps. 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.

    For Azure DevOps, the Webhook Condition Parameter defined in the Field Mappings sets the Technology Service to Azure DevOps if the value of Resolution Category 2 is set to Azure DevOps.

  • Field mapping

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

    Remedy ITSM fieldAzure DevOps field nameAdditional information
    Summary Summary
    Priority Priority
    Company Company
    Description Notes
    Status Status
    Incident Number Incident number Incident Number is added as a label on the issue.
    Service Service

    Selection of the Azure DevOps as vendor service is based on the Webhook Condition Parameter field mapping. The Webhook Condition Parameter field is mapped to Resolution Category.  If Resolution Category Tier 2 is Azure DevOps, the value of the parameter is set to Azure DevOps else If Resolution Category Tier 2 is any other value, the parameter is set to blank quotes " " and any transformation defined for the Technology Service field is used to determine the vendor service.

    Warning

    Do not modify the Webhook Condition Parameter defined in the field mapping.


 Create Azure DevOps Work Item
  • Trigger
    Do not modify the trigger condition defined for this flow. The trigger is based on a Webhook subscription defined in BMC Helix Platform.

  • Field mapping

    This is a chained flow. Field mappings are defined for each sub-flow.

    Warning

    Do not modify the Webhook Condition Parameter defined in the field mapping.

    • Flow Target 1 - Azure DevOps (Multi-Cloud to Azure DevOps fields)

      Azure DevOps fieldBMC Helix Multi-Cloud
      Service Management fields
      Additional information
      StateStatus
      TitleSummary
      Work Item TypeResolution Category 3
      Acceptance CriteriaDescription
      DescriptionDescription
      PriorityPriority
      TagsRemedy Incident Number
    • Flow Target 2 - Multi-Cloud (Multi-Cloud fields)

      BMC Helix Multi-Cloud
      Service Management fields
      BMC Helix Multi-Cloud
      Service Management fields
      Additional information
      Status
      Default value is set to New.
      Vendor
      Using the Webhook Condition parameter value set in the Multi-Cloud incident, value is set to Azure DevOps
      Parent Ticket IDID
      Parent Ticket Type
      Default value is set to Incident.
      Vendor Ticket IDID
    • Flow Target 3 (Multi-Cloud to Remedy ITSM fields)

      BMC Helix Multi-Cloud
      Service Management fields
      Remedy ITSM fieldsAdditional information
      Incident NumberRemedy Incident NumberIncident Number is added as a label on the issue.
      Broker Vendor Name
      Using the Webhook Condition parameter value set in the Multi-Cloud incident, value is set to Azure DevOps


 Create Incident from Azure DevOps
  • Trigger
    Ensure that Tags is set to not matches INC.
  • Field Mapping (Azure DevOps to Multi-Cloud mapping)

    AzureBMC Helix Multi-Cloud
    Service Management fields
    Additional information
    TitleSummary
    PriorityPriority
    StateStatus
    DescriptionDescription
    SeverityUrgency
    PriorityImpact

    Incident TypeDefault value is set to User Service Restoration

    VendorDefault value is set to Azure DevOps

    Note

    Set the Webhook Condition Parameter to Remedy.


 Sync Azure DevOps work item
  • Trigger
    Ensure that Tags contains INC.
  • Field Mapping

    The following out-of-the-box field mappings should not be changed:

    AzureBMC Helix Multi-Cloud
    Service Management fields
    Additional information
    StateStatus

    VendorDefault value is set to Azure DevOps
    IDVendor Ticket Id

    Vendor Ticket propertiesRetain out-of-the-box properties mapping and add additional properties as needed.


 Sync Azure DevOps WorkItem Comment


  • Trigger
    Ensure that Tags contains INC.

    Do not delete Web hooks filter trigger conditions.

  • Field Mapping
    • The following out-of-the-box field mappings should not be changed:
      • text: Comment Body
      • post_type: comment#remedy
      • ticket_type:
      • ticketNumber:
      • Vendor: Azure DevOps
      • vendorTicketId: Comment WorkItem Id
      • commentId: Comment Id
      • Author: Comment Author
      • Attachment Object 1:
      • Attachment Object 2:
      • Attachment Object 3:

      To send a comment from Azure DevOps to Remedy ITSM, use $mcsm keyword before the comment in the Azure DevOps work item.


 Multi-Cloud Worklog to Azure DevOps comment
  • Trigger
    Do not modify the trigger condition defined for this flow. The trigger is based on a Webhook subscription defined in BMC Helix Platform.
  • Field Mapping (Azure DevOps to Multi-Cloud mapping)


    AzureBMC Helix Multi-Cloud
    Service Management fields
    Additional information
    Work Item IdassociatedGUID
    Comment BodyAuthor, CommentText


 Tag Azure DevOps Work Item with Remedy Ticket Number

Warning

Do not modify the values defined for this flow. The values defined in this flow are used internally by BMC Helix Platform to add the Azure DevOps work item with the corresponding Remedy Incident ID.


  • Trigger
    Do not modify the trigger condition that includes the Webhook condition.
  • Field Mapping
    This is a chained flow. Field mappings are defined for each sub-flow.

    • Flow Target 1 - Multi-Cloud (Multi-Cloud to Azure DevOps fields)

      Azure DevOps fieldBMC Helix Multi-Cloud
      Service Management fields
      Additional information
      Vendor
      Value is set to Azure DevOps. Do not change this value.
      Parent ticket ID ID
    • Flow Target 2 - Azure DevOps (Multi-Cloud fields)

      BMC Helix Multi-Cloud
      Service Management fields
      BMC Helix Multi-Cloud
      Service Management fields
      Additional information
      ID Vendor Ticket ID
      Tags Remedy Incident Number Incident Number is included in the Summary and also added as a label on the issue.


 Send Error Notification

  • Trigger
    Ensure that Flow Target is set to Multi-Cloud.

  • Field mappings
    • In the To field, enter the email account that will receive the error notification.
    • The following out-of-the-box field mappings can be modified; however, BMC recommends that you retain the default values.
      • Subject
      • From

To enable mapping between Remedy ITSM fields and custom fields created in Azure DevOps

You can map the custom fields created in Azure DevOps with Remedy ITSM fields and do the following:

  • Update the Remedy ITSM incident ticket details by updating the custom fields in Azure DevOps work item
  • Create Remedy ITSM incident based on Azure Work Item with custom fields.

You can configure the following Azure DevOps fields:

  • Text (single line)
  • Text (multiple line)
  • Picklist (string)
  • Picklist (integer)
  • Integer
  • Decimal
  • Date/Time

The text field with single line is configured the same way as text field with multiple lines, and a picklist string. If you need to use fields - date/time, integers, decimal, picklist (integers), you need to separately configure these fields in Smart IT. In Mid-Tier, they will be transferred to the previously created (and configured) Remedy fields.

  1. Go to the main organization's page in Azure by clicking the Azure DevOps logo.
  2. Click Organization settings > Process.
  3. Click on the dots opposite to Agile (default). Click Create inherited process.
  4. Enter Custom User Story in the Process name field and some text in the description field. Click Create process.
  5. Click custom user story that was just created.
  6. Navigate to User Story > New field.
  7. Add the field name as Custom Date and Time Field. Select type as Date/Time and add some description. Click Add field.
    The custom field gets added in the Classification section.
  8. Click All processes. Click on the dots opposite to "Custom User Story". Change team project to use Custom User Story.
  9. Click MCSM checkbox and select Ok.
    A new custom field gets assigned to the project
  10. Navigate to Innovation Studio > Ticket Brokering Library > Records > Incident > New field. Select Date\Time in the drop-down. Enter Name "CustomDateTime". Click on toggle to allow anyone to submit. Click Save.
  11. Navigate to Integration Studio > Catalog > Connectors > Azure DevOps > Custom Fields. Regenerate the schema (do the same for Remedy ITSM and Multi-Cloud connectors).
  12. In Integration Studio, create a copy of Create DevOps Incident flow. Check that the custom field CustomDateTime is available for mapping and map it with CustomDateTime__c field added in Mid Tier.
  13. In Integration Studio, create a copy of Create Azure DevOps Work Item flow.
  14. Navigate to Details > Azure Field Mapping. Map Custom Date and Time Field with CustomDateTime created for Multi-Cloud.
  15. Open the Multi-Cloud Field Mapping in this flow. Navigate to Vendor Ticket Properties section.
  16. Click +Add Property. Add name as CustomFieldDate and set the name CustomDateTime from the drop-down.
  17. Navigate to Innovation Studio > Map Vendors > Azure DevOps > Edit > Display Field Mapping  > Add row. Enter CustomFieldDate in the Name and Label GUID columns. Click Save.

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

Related topic

Configuring BMC Helix Multi-Cloud Service Management


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