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

Enabling integration with Jira Service Desk

You can configure BMC Helix Multi-Cloud Service Management for consolidating your tickets from Atlassian JIRA Software Service Desk to your Remedy IT Service Management (ITSM) or BMC Helix IT Service Management (ITSM) application. After the integration, you can broker tickets from Jira Service Desk to Remedy ITSM. The trigger conditions defined in BMC Helix Integration Service flows evaluate the criteria for creating Remedy ITSM incidents. For more information about ticket consolidation, see Ticket consolidation with BMC Helix Multi-Cloud Service Management.

Before you begin

Complete all pre-configuration tasks before you configure Jira Service Desk integration.

To select the integration option for Jira Service Desk

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 Jira Service Desk feature, select Jira Service Desk to Remedy incident under Ticket Consolidation.

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 Jira Service Desk 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. 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, click Manage Vendor Organizations to create or modify a vendor organization, if required.

  2. On the Configuration Links page, click Map Vendors to add or update the vendor mapping.
    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.
    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 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
    4. Add or update the Instance name for the provider. This field is mandatory only for features that support multiple instances.

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

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

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

         Click here to view image...

      2. 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 Jira Service Desk

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 Jira Service Desk


 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.


 Jira Service Desk
  • Configuration
FieldValue
NameEnter a name for the connector configuration.
Site

For an on-premises Jira Service Desk instance, select the  site that you created.
OR
For Jira Service Desk instances in the cloud, select  Cloud  as the site.

Jira Server HostnameEnter the name of the Jira Service Desk server.
Jira server PortEnter the port number of the Jira Service Desk server. Use port number 443 for HTTPS protocol.
ProtocolEnter the protocol used by the Jira Service Desk server.
  • Account
    Add the account of a Jira Service Desk user who can view and update Jira Service Desk incidents.


 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 JIRA Service Desk

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 Jira Service Desk


 Create Incident from JIRA Service Desk
  • Trigger
    Select your project from the drop-down list in Project.
  • Field mapping
    Retain the values that are available out-of-the-box.


 Sync JIRA Service Desk Issue
  • Trigger
    Select your project from the drop-down list in Project .
  • Field mapping
    The following out-of-the-box field mappings should not be changed:
  • Vendor: Jira Service Desk
  • Vendor Ticket Id: Issue Key
  • Vendor Ticket Properties: Retain the out-of-the-box properties mapping.


 Sync JIRA Service Desk Issue Comment
  • Trigger
    Select your project from the drop-down list in Project .
  • Field mapping
    The following out-of-the-box field mappings should not be changed:
  • text: Comment Body.
  • post_type: comment#remedy
  • ticket_type: incident
  • Vendor: JIRA Service Desk
  • Vendor Ticket Id: Issue Key
  • commentId: Comment ID
  • Author: Comment Author
  • Attachment Object 1 : Attachment Object 1
  • Attachment Object 2 : Attachment Object 2
  • Attachment Object 3 : Attachment Object 3


 Create Incident Activity Note

  • Trigger
    Ensure that Shared with Vendor is set to True.
  • Field mappings
    • The following out-of-the-box field mappings should not be changed:
      • post_type: comment#vendor
      • ticketNumber: Incident Number
      • Attachment Object 1.name: Attachment 1 filename
      • Attachment Object 1.content: Attachment 1
      • Attachment Object 2.name: Attachment 2 filename
      • Attachment Object 2.content: Attachment 2
      • Attachment Object 3.name: Attachment 3 filename
      • Attachment Object 3.content: Attachment 3
    • The following out-of-the-box field mappings can be changed as required by your organization. However, BMC recommends that you retain the existing values.
      • text: Notes


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

  • Trigger
    Ensure that Shared with Vendor is set to True.
  • Field Mapping
    • The following out-of-the-box field mappings should not be changed:
      • post_type: comment#vendor
      • ticketNumber: Incident Number
      • Author: Full name
      • Attachment Object 1.name: Attachment 1 filename
      • Attachment Object 1.content: Attachment 1
      • Attachment Object 2.name: Attachment 2 filename
      • Attachment Object 2.content: Attachment 2
      • Attachment Object 3.name: Attachment 3 filename
      • Attachment Object 3.content: Attachment 3
    • The following out-of-the-box field mappings can be changed as required by your organization. However, BMC recommends that you retain the existing values.
      • text: Notes


Note

For more information about using this flow instead of Create Incident Activity Note, see Updating flows.


 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 update connector targets for Jira Service Desk integration

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.

    FieldDescription
    NameEnter a unique name for the configuration. This name is associated to the process related to the connector you are configuring.
    Connector Type

    Select the connector type from the list. The connectors available to you in BMC Helix Integration Service are provided in the list.

    Configuration

    Based on the connector type selected, the configuration defined for that connector in BMC Helix Integration Studio are listed. Select a configuration from the list.

    ProfileSelect the profile defined for the selected configuration.
  4. You must complete this procedure for all the connector targets listed in the Configuration Links page.

List of connector targets for integration with Jira Service Desk


 Connector Process Remedy ITSM

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


 MCSM JIRA Service Desk

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 incidents are being brokered from Jira Service Desk to Remedy ITSM.

Related topic

Configuring BMC Helix Multi-Cloud Service Management


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