This documentation supports the 20.02 version of BMC Helix Multi-Cloud Service Management.

Enabling prebuilt DevOps integration between JIRA Software and Remedy ITSM

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

Before you begin

Complete all preconfiguration tasks before you enable the integration.

To select the integration option for DevOps between Jira 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 the DevOps Integration feature for Jira and Remedy ITSM, select the following options under DevOps Integration and click Done:

    • Manual association of Remedy Change with Jira Issues
    • Remedy Change to Jira Issue
    • Remedy Incident to Jira Issue
    • Jira Issue to Remedy Change
    • Jira Issue to Remedy Incident
    • Remedy Problem to Jira Issue (requires Remedy IT Service Management (ITSM) and  Remedy with Smart IT version 1808 patch 1)
    • Remedy Work Order to Jira Issue (requires Remedy ITSM and Remedy with Smart IT version 1808 patch 1)

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 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. Vendor mapping is the metadata of the vendor that is used to define dynamic field mapping between Remedy ITSM and Vendor application fields. Vendor mapping metadata is required to send Remedy ITSM ticket to the vendor application. Vendor mapping ensures that notifications about changes made to the Remedy ITSM fields are added as a comment to the corresponding vendor application ticket. If you are integrating with multiple instances of Jira, create a vendor mapping for each instance of Jira.

Important

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 preconfiguration tasks.

  1. If required, to create or modify a vendor organization, in the Configuration Links page, click  Manage Vendor Organizations  under Configure Jira .

  2. To add or update the vendor mapping, in the Configuration Links page, click Map Vendors under  Configure Jira.

    1. On the Map Vendors page, click 

    2. Enter a Description that makes it easy for you to identify the vendor metadata configuration.
    3. Select the Ticketing Technology Provider
      The technology provider is the organization that develops the vendor application. For example, Amazon is the Ticketing Technology Provider for AWS.
    4. If you have multiple Jira instances, enter a Instance Name that BMC Helix Multi-Cloud Service Management can use to identify each Jira instance.

      The recommended format for an instance name is \  instanceName instance instanceNumber

    5. Click Add Mapping.
      BMC Helix Multi-Cloud Service Management displays the default Instance URLVendor Field Mapping, and Display Field Mapping.
    6. Update the Instance URL with the server name and the port number for the Jira instance that you are mapping. 
      This URL represents the URL for connecting with your Jira server.
    7. Click  { }  to open the JSON editor, and modify Vendor Field Mapping and Display Field Mapping to add or delete values. 
      • Vendor Field Mapping — Defines how BMC Helix Multi-Cloud Service Management maps Remedy ITSM fields to vendor application ticket fields.

        Update the value of fields.project.name with the name of your Jira project for ticket-brokering-lib:Incident ticket-brokering-lib:Change,  ticket-brokering-lib:Problem, and  ticket-brokering-lib:Work Order .

      • Display Field Mapping — Defines how vendor application ticket fields are displayed on the Remedy with Smart IT console.

  3. If you do not want the Problem ticket or Work Order to be automatically resolved when the corresponding vendor application ticket is resolved, select for Resolve Problem Ticket When Vendor Closes it or Resolve Work Order When Vendor Closes it. By default,  the ticket is resolved when the corresponding ticket is closed in the vendor application.

To configure connectors for integrating Remedy ITSM and Jira 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 JIRA


 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
    SiteSelect 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 .


 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
    .


 Jira
  • Configuration
    • If you are integrating with an on-premises instance of Remedy ITSM, enter values for the following fields:

      FieldValue
      NameEnter a name for the connector configuration
      SiteFor each on-premises Jira instance, select the site that you created.
      For Jira instances in the cloud, select Cloud as the site.
      Jira Server HostnameEnter the name of your Jira server.
      Jira server Port

      Enter the port number of the Jira server.
      Enter 443 if your Jira server is SSL enabled.

      ProtocolEnter the protocol used by the Jira server.
      Certificate Authority

      If the Jira server is using a self-signed certificate, copy and paste the contents of the self-signed certificate from the certificate file that is in the PEM format. It is not recommended in production Jira servers, and only a certificate signed by a trusted certificate authority must be used.

    • If you need to integrate with multiple instances of Jira, add a Connector Configuration for each instance.
  • Account
    • Add the account of a Jira user who can view and update Jira issues.
    • If you need to integrate with multiple Jira instances, add an account for each of the Jira instances.

To configure flow triggers and field mappings between Remedy ITSM, BMC Helix Multi-Cloud Service Management, and Jira

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 JIRA


 Send Error Notification

  • Trigger

    FieldValue
    Flow Target Multi-Cloud
  • Field Mapping

    FieldValue
    To
    Enter the email account that will receive the error notification.
    Subject
    Flow Title
    From
    Note:
    The value of this field is set to Integration Service.
    NA

    Note

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

    • Subject
    • From

    However, BMC recommends that you retain the existing mappings.


 Create Incident

  • Project
    To query for issues to send to Remedy ITSM, enter the name of the Jira projects.

  • Trigger

    The trigger condition determines the qualification criteria to create a Remedy ITSM ticket. You can use any field in your trigger condition. A single issue in Jira can only be related to a single record in Remedy ITSM.

    Note

    If you are also creating Work Orders and Change Requests from Jira, make sure the trigger condition is unique to creating an incident.

  • Field Mapping
    The default field mappings follow the best practices for mapping data from a Jira issue to a Remedy ITSM Incident. You can change these mappings.

    Remedy ITSM field

    Jira field

    Additional information

    PriorityPriorityDefault field mapping
    SummaryIssue SummaryDefault field mapping
    Company

    Out of the box, this field is mapped with the company created in BMC Helix Multi-Cloud Service Management and Remedy ITSM.

    However, you can map any Jira field with a company value or build a transformation for any other field to set the company value. You must set the field to a value that matches the company you have created.

    DescriptionIssue DescriptionDefault field mapping
    Customer First and Last Name
    Map these fields to the Jira fields that map to users registered in Remedy ITSM. If you do not have fields in Jira that map to Remedy ITSM users, you can add a transformation or set predetermined values.
    Status
    For new incidents that are created in the system, set New as the predetermined value.
    Urgency and ImpactPriorityDefault field mapping
    Incident Type
    By default, this field is set to User Service Restoration.
    Reported Source
    By default, this field is set to Other.
    Vendor
    Select the vendor name tied to this flow. If you are integrating with multiple instances of Jira, set this value to the vendor mapping defined for that instance of Jira.
    Vendor Ticket Properties

    These properties are used by BMC Helix Multi-Cloud Service Management to display Jira data in BMC Remedy with Smart IT.


 Create Change

 Create Change flow
  • Project
    Enter the name of the Jira projects to query for issues to send to Remedy ITSM.
  • Trigger
    The trigger condition is an example of how to determine for which issue you should create a Remedy ITSM ticket. You can use any field in your trigger condition. A single issue in Jira can only be related to a single record in Remedy ITSM.

    Note

    If you are also creating Work Order and Incident Requests from Jira, make sure the trigger condition is unique to creating a change.

  • Field Mapping
    The default field mappings provided in the flow follow the best practices to map data from a Jira issue to Remedy Change Requests. You can change these mappings.
    The following values are mapped out-of-the-box:

    Remedy ITSM fieldJira fieldAdditional information
    Priority Priority Default field mapping
    Summary Issue Summary Default field mapping
    Company

    Set this field to your Remedy ITSM company.

    You can map any Jira field with a company value or build a transformation for any other field to set the company value.

    Description Issue Description Default field mapping
    Change ID Label The Change ID is included as a part of the Summary.
    Customer First and Last Name
    Map these fields to the Jira fields that map to users registered in Remedy ITSM. If you do not have fields in Jira that map to Remedy ITSM users, you can add a transformation or set predetermined values.
    Status
    Set the value of the field for creating a change request using one of the following options: - Set a predetermined value - Add a transformation to set from a value in Jira - Leave it blank to use the Remedy ITSM status.
    Urgency and Impact Priority The default transformation sets the value in Remedy ITSM with the priority from Jira. You can change this transformation.
    Risk Level
    By default, this value is set to Level 3. You can set this to appropriate value based on the data in the issue.
    Class
    By default, this value is set to Normal. You can set this to the appropriate value based on data in the issue.
    Change Type
    By default, this value is set to Change. You can set this to the appropriate value based on your business requirements.
    Vendor
    Select the vendor name tied to this flow. If you are integrating with multiple instances of Jira, this value should be set to the vendor mapping defined for that instance of Jira.
    Vendor Ticket ID Issue KeyDefault field mapping
    Vendor Ticket Properties

    These properties are used by BMC Helix Multi-Cloud Service Management to display the Jira data in BMC Remedy with Smart IT.


 Create DevOps Change

  • Trigger
    You need to set a trigger condition for this flow to determine which change requests should be sent to Jira. For example, you can use the following triggers:

    • Categorization fields
    • Assignment of the change
    • Add a custom field as per your requirement

Note

The Create DevOps Change flow is used to send change requests to different instances of Jira and different DevOps vendors like Agile Central. Use the Technology Service mapping to determine the instance and vendor that the change should be sent to. This mapping is usually based on a value in the change request, and is done in the flow.

  • Field Mapping
    The following values are mapped out-of-the-box:

    Remedy ITSM fieldJira fieldDescription

    Project

    In the Vendor Field Mapping of the Map Vendor definition, the value of Jira project is set under fields.project.name . By default, project is set to MultiCloud .

    You should change this value to the appropriate project name. If you have a corresponding field in Remedy ITSM for the project name:

    1. Change the project field type to dynamic.
    2. Select the Field ID on the BMC Helix Multi-Cloud Service Management record definition of the field that stores the Remedy ITSM project value.
    3. Define the mapping from the Remedy ITSM value to the Jira value. You can add the transformations to select the appropriate project based on the value received from Remedy ITSM.
    Priority Priority The Vendor Field Mapping section in the Map Vendor definition defines the transformation from the Remedy ITSM priority field to the Jira priority field. Update the mapping in the flow to update the value transformation from Remedy ITSM to Jira.
    Summary Issue Summary The Change ID is included as a part of the Summary.
    Categorization Tier 3 Issue Type

    In the Vendor Field Mapping of the Map Vendor definition, the value of Issue Type is set under field.issuetype.name for the instance of Jira you are integrating with.

    Jira provides several issue types out of the box and also enables users to create their own custom issue types. There are various options to indicate which issue type should be created.

    The example template uses the Categorization field to decide the issue type. Using the third tier of the change request categorization, we indicate which issue type to create in Jira.

    You can use other fields or transformations to create issue types in Jira. However, the value passed to the Issue Type must match the name of the issue.

    Description Issue Description Default field mapping
    Change ID Label The Change ID is included in the Summary and also added as a label on the issue.


 Create DevOps Incident

  • Trigger
    You need to set a trigger condition for this flow to determine which Incidents should be sent to Jira. For example, you can use the following triggers:
    • Operational or Product Categorization fields in Remedy ITSM
    • Assignment of the incident
    • Add a custom field as per your requirement.

      Note

      The Create DevOps Incident flow can be used to send incidents to different instance of Jira as well as to different DevOps vendors like Agile Central. Use the Technology Service mapping to determine the instance and 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 fieldJira fieldAdditional information
    Project

    In the Vendor Field Mapping of the Map Vendor definition, the value of Jira project is set under fields.project.name . By default, project is set to MultiCloud.

    You should change this value to the appropriate project name. If you have a corresponding field in Remedy ITSM for the project name:

    1. Change the project field type to dynamic.
    2. Select the Field ID on the BMC Helix Multi-Cloud Service Management record definition of the field that stores the Remedy ITSM project value.
    3. Define the mapping from the Remedy ITSM value to the Jira value. You can add the transformations to select the appropriate project based on the value received from Remedy ITSM.
    PriorityPriorityDefault field mapping
    SummaryIssue SummaryThe Incident ID is included as a part of the Summary.
    Resolution Category Tier 3Issue TypeIn the Vendor Field Mapping of the Map Vendor definition, the value of Issue Type is set under field.issuetype.name for the instance of Jira you are integrating with.

    Jira provides several issue types out of the box and also enables users to create their own custom issue types. There are various options to indicate which issue type should be created.

    The example template uses the Categorization field to decide the issue type. Using the third tier of the incident request categorization, we indicate which issue type to create in Jira.

    You can use other fields or transformations to define this. However, the value passed to the Issue Type must match the name of the issue.

    DescriptionDescriptionDefault field mapping
    Incident IDLabelThe Incident ID is included in the Summary and also added as a label on the issue.


 Create DevOps Problem

  • Trigger
    You need to set a trigger condition for this flow to determine which Problems should be sent to Jira. For example, you can use the following triggers:
    • Operational or Product Categorization fields in Remedy ITSM
    • Assignment of the problem
    • Add a custom field as per your requirement.
  • Field Mapping

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

    Remedy ITSM fieldJira fieldDescription

    Project

    In the Vendor Field Mapping of the Map Vendor definition, the value of Jira project is set under fields.project.name . By default, project is set to MultiCloud.

    You should change this value to the appropriate project name. If you have a corresponding field in Remedy ITSM for the project name:

    1. Change the project field type to dynamic.
    2. Select the Field ID on the BMC Helix Multi-Cloud Service Management record definition of the field that stores the Remedy ITSM project value.
    3. Define the mapping from the Remedy ITSM value to the Jira value. You can add the transformations to select the appropriate project based on the value received from Remedy ITSM.
    Priority Priority Default field mapping
    Summary Issue Summary The Problem ID is included as a part of the Summary.
    Category Tier 3 Issue Type In the Vendor Field Mapping of the Map Vendor definition, the value of Issue Type is set under field.issuetype.name for the instance of Jira you are integrating with.

    Jira provides several issue types out of the box and also enables users to create their own custom issue types. There are various options to indicate which issue type should be created.

    The example template uses the Categorization field to decide the issue type. Using the third tier of the problem request categorization, we indicate which issue type to create in Jira.

    You can use other fields or transformations to define this. However, the value passed to the Issue Type must match the name of the issue.

    Description Description Default field mapping
    Problem ID Label The Problem ID is included in the Summary and also added as a label on the issue.


 Create DevOps Work Order

  • Trigger
    You need to set a trigger condition for this flow to determine which Work Orders should be sent to Jira. For example, you can use the following triggers:
    • Operational or Product Categorization fields in Remedy ITSM
    • Assignment of the problem
    • Add a custom field as per your requirement.
  • Field Mapping

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

    Remedy ITSM fieldJira fieldDescription

    Project

    In the Vendor Field Mapping of the Map Vendor definition, the value of Jira project is set under fields.project.name . By default, project is set to MultiCloud.

    You should change this value to the appropriate project name. If you have a corresponding field in Remedy ITSM for the project name:

    1. Change the project field type to dynamic.
    2. Select the Field ID on the BMC Helix Multi-Cloud Service Management record definition of the field that stores the Remedy ITSM project value.
    3. Define the mapping from the Remedy ITSM value to the Jira value. You can add the transformations to select the appropriate project based on the value received from Remedy ITSM.
    Priority Priority Default field mapping
    Summary Issue Summary The Work Order ID is included as a part of the Summary.
    Category Tier 3 Issue Type In the Vendor Field Mapping of the Map Vendor definition, the value of Issue Type is set under field.issuetype.name for the instance of Jira you are integrating with.

    Jira provides several issue types out of the box and also enables users to create their own custom issue types. There are various options to indicate which issue type should be created.

    The example template uses the Categorization field to decide the issue type. Using the third tier of the work order request categorization, we indicate which issue type to create in Jira.

    You can use other fields or transformations to define this. However, the value passed to the Issue Type must match the name of the issue.

    Description Description Default field mapping
    Problem ID Label The Work Order ID is included in the Summary and also added as a label on the issue.


 Create Change Activity Note

  • Trigger

    FieldValue
    Broker Vendor Name
    is not empty
    Is New Change Work Logis true
  • Field Mapping

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

    FieldValue
    post_typecomment#vendor
    ticketNumberChange ID
    vendorTicketIdBroker Vendor Ticket Id
    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 out-of-the-box field mapping for the text field. Default value is set to Notes.

    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 out-of-the-box field mapping for the text field. Default value is set to Notes.

    However, BMC recommends that you retain the existing mapping.


 Create Problem Activity Note with Author

  • Trigger

    FieldValue
    Broker Vendor Name
    is not empty


  • Field Mapping

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

    FieldValue
    post_typecomment#vendor
    ticketNumberProblem ticket
    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 out-of-the-box field mapping for the text field. Default value is set to Notes.

    However, BMC recommends that you retain the existing mapping.


 Create Work Order Activity Note

  • Trigger

    FieldValue
    Broker Vendor Name
    is not empty
    Is New Workorder Work Logis true
  • Field Mapping
    Do not change the following out-of-the-box field mappings.

    FieldValue
    post_typecomment#vendor
    ticketNumberWork Order ID
    ticket_typeworkorder
    vendorTicketIdBroker Vendor Ticket Id
    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 out-of-the-box field mapping for the text field. Default value is set to Notes.

    However, BMC recommends that you retain the existing mapping.


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

  • Trigger

    FieldValue
    Broker Vendor Name
    is not empty
    Is New Change Work Log With Authorsis true
  • Field Mapping

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

    FieldValue
    post_typecomment#vendor
    ticketNumberChange ID
    vendorTicketIdBroker Vendor Ticket ID
    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
    AuthorFull name

    Note

    You can change the out-of-the-box field mapping for the text field. Default value is set to Notes.

    However, BMC recommends that you retain the existing mapping.

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


 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 out-of-the-box field mapping for the text field. Default value is set to 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.


 Create Work Order Activity Note with Author (Remedy 9.1.07 or later)

  • Trigger

    FieldValue
    Broker Vendor Name
    is not empty
    Is New Workorder Work Log_Peopleis true
  • Field Mapping
    Do not change the following out-of-the-box field mappings.

    FieldValue
    post_typecomment#vendor
    ticket_typeworkorder
    ticketNumberWork Order ID
    vendorTicketIdBroker Vendor Ticket ID
    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 out-of-the-box field mapping for the text field. Default value is set to Notes.

    However, BMC recommends that you retain the existing mapping.


 Sync Jira Issue

Use this flow when you do want to make direct data updates between a Jira issue and Remedy ITSM ticket.

  • Trigger
    Retain the values that are available out-of-the-box.
  • Field mapping
    Do not change the following out-of-the-box field mappings.

    FieldValue
    VendorJira
    Vendor Ticket IdIssue Key
    Vendor Ticket PropertiesRetain the out-of-the-box properties mapping.


 Sync Jira Issue Comment
  • Trigger

    Retain the values that are available out-of-the-box.

  • Field mapping

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

    FieldValue
    textRetain the prefix Comment Body
    post_typecomment#remedy
    VendorJIRA
    Vendor Ticket IdIssue Key
    commentIdComment ID
    Attachment Object 1Attachment Object 1
    Attachment Object 2Attachment Object 2
    Attachment Object 3Attachment Object 3


 Sync Jira Issue to Multi-Cloud Incident

Use this flow to update the BMC Helix Multi-Cloud Service Management incident record fields with the data from the Jira issue fields.

  • Trigger
    Retain the values that are available out-of-the-box.
    • Flow Target 1 (BMC Helix Multi-Cloud Service Management)
      • Field mapping

        The following mappings are available out-of-the-box:

        FieldValue
        StatusStatus
        Vendor Note: The value of this field is set to JIRA.NA
        Vendor Ticket IdIssue Key
  • Flow Target 2 (BMC Helix Multi-Cloud Service Management)

    • Field mapping
      The following mappings are available out-of-the-box and as required, you can add additional mappings:

      FieldValue
      incidentNumberParent ticket Id
      SummaryIssue Summary
      DescriptionIssue Description
      PriorityPriority
      Vendor
      Note:
      The value of this field is set to JIRA.
      NA



 Sync Jira Issue to Multi-Cloud Change

Use this flow to update the BMC Helix Multi-Cloud Service Management change record fields with the data from the Jira issue fields.

  • Trigger
    The following table lists the out-of-the-box conditions that you must not change:

    ConditionValue
    Is Modifiedtrue
    LabelsCRQ\d+

    Note

    In the Project field, select the project name for which you are creating the flow.

  • Flow Target 1 (BMC Helix Multi-Cloud Service Management) to update vendor ticket data

    • Field mappings
      The following table lists the out-of-the-box mappings:

      FieldValue
      StatusStatus
      Vendor Note: The value of this field is set to JIRA.NA
      Vendor Ticket IdIssue Key
  • Flow Target 2 (BMC Helix Multi-Cloud Service Management) to update the change request

    • Field mappings

      The following table lists the out-of-the-box mappings:

      FieldValue
      Remedy Change IDParent Ticket Id
      SummaryIssue Summary
      DescriptionIssue Description
      PriorityPriority


 Sync Change

Use this flow when you want to make direct data updates between a Remedy ITSM change request and Jira issue. This flow monitors change requests that are brokered to the vendor and syncs updates from Remedy ITSM to BMC Helix Multi-Cloud Service Management.

  • Trigger
    The following table lists the out-of-the-box trigger conditions that you must not change:

    ConditionValue
    Broker Vendor Namenot empty
  • Flow Target 1 (BMC Helix Multi-Cloud Service Management)

    • Field mappings
      The following table lists the out-of-the-box mappings between Remedy ITSM and BMC Helix Multi-Cloud Service Management fields:

      FieldValue
      Remedy Change IDChange ID
      SummarySummary
      CompanyCompany
      DescriptionNotes
      StatusStatus
      PriorityPriority
      Status Reason CodeStatus Reason


 Sync Incident

Use this flow when you want to make direct data updates between a Remedy ITSM incident and Jira issue. This flow monitors the incidents that are brokered to the vendors and syncs updates from Remedy ITSM and BMC Helix Multi-Cloud Service Management.

  • Trigger
    The following table lists the out-of-the-box trigger conditions that you must not change:

    ConditionValue
    Broker Vendor Namenot empty
  • Flow Target 1 (BMC Helix Multi-Cloud Service Management)

    • Field mappings
      The following table lists the out-of-the-box mappings between Remedy ITSM and BMC Helix Multi-Cloud Service Management fields:

      FieldValue
      incidentNumberIncident Number
      SummarySummary
      DescriptionNotes
      StatusStatus
      UrgencyUrgency
      ImpactImpact
      Resolution Category Tier 1Resolution Category
      Resolution Category Tier 2Resolution Category Tier 2
      Resolution Category Tier 3Resolution Category Tier 3


 Update Remedy Change from Multi-Cloud Change

Use this flow when you want to sync data between a Remedy ITSM change request and BMC Helix Multi-Cloud Service Management change request.

  • Trigger
    The following table lists the out-of-the-box trigger conditions that you must not change:

    ConditionValue
    Conditionis ${webhookContext.466000246} = "true"
    Include All Fieldsis true
    Record Eventequals update


  • Flow Target 1 (Remedy ITSM)

    • Field mappings
      The following table lists the out-of-the-box mappings between Remedy ITSM and BMC Helix Multi-Cloud Service Management fields:

      FieldValue
      Change IDRemedy Change ID
      SummarySummary
      Detailed DescriptionDescription
      PriorityPriority
  • Flow Target 2 (BMC Helix Multi-Cloud Service Management)

    • Field mappings
      The following table lists the out-of-the-box mappings between BMC Helix Multi-Cloud Service Management fields:

      FieldValue
      Remedy Change IDRemedy Change ID
      Sync Remedy Ticketfalse


 Update Remedy Incident from Multi-Cloud Incident

Use this flow to sync data between a Remedy ITSM incident and BMC Helix Multi-Cloud Service Management incident.

  • Trigger conditions

    The following table lists the out-of-the-box trigger conditions that you must not change:

    ConditionValue
    Conditionis ${webhookContext.466000244} = "true"
    Include All Fieldsis true
    Record Eventequals update
  • Flow Target 1 (Remedy ITSM)
    The following table lists the out-of-the-box mappings between BMC Helix Multi-Cloud Service Management and Remedy ITSM fields:

    FieldValue
    Incident NumberRemedy Incident Number
    DetailsDescription
    PriorityPriority
    DescriptionSummary
  • Flow Target 2 (BMC Helix Multi-Cloud Service Management)
    The following table lists the out-of-the-box mappings between BMC Helix Multi-Cloud Service Management fields:

    FieldValue
    incidentNumberRemedy Incident Number
    Sync Remedy Ticketfalse


 Update Jira Issue from Multi-Cloud Change

Use this flow to make direct data updates in a Jira issue from a BMC Helix Multi-Cloud Service Management change.

  • Trigger conditions

    The following table lists the out-of-the-box trigger conditions that you must not change:

    ConditionValue
    Conditionis ${webhookContext.466000245} = "true"
    Include All Fieldsis true
    Record Eventequals update
    Source IDcontains JIRA
  • Flow Target 1 (BMC Helix Multi-Cloud Service Management)
    The following table lists the out-of-the-box mappings between source and target fields in BMC Helix Multi-Cloud Service Management:

    FieldValue
    Parent Ticket IdID
  • Flow Target 2 (Jira)
    The following table lists the out-of-the-box mappings between BMC Helix Multi-Cloud Service Management and Jira fields:

    FieldValue
    Issue KeyVendor Ticket Id
    Issue DescriptionDescription
    Issue SummarySummary


  • Flow Target 3 (BMC Helix Multi-Cloud Service Management)
    The following table lists the out-of-the-box mappings between BMC Helix Multi-Cloud Service Management fields:

    FieldValue
    Remedy Change IDRemedy Change ID
    Sync Vendor Ticketfalse
 Update Jira Issue from Multi-Cloud Incident

Use this flow to make direct data updates in a Jira issue from a BMC Helix Multi-Cloud Service Management incident.

  • Trigger conditions

    The following table lists the out-of-the-box trigger conditions that you must not change:

    ConditionValue
    Conditionis ${webhookContext.466000243} = "true"
    Include All Fieldsis true
    Record Eventequals update
    Source IDcontains JIRA
  • Flow Target 1 (BMC Helix Multi-Cloud Service Management)
    The following table lists the out-of-the-box mappings between source and target fields in BMC Helix Multi-Cloud Service Management:

    FieldValue
    Parent Ticket IdID
  • Flow Target 2 (Jira)
    The following table lists the out-of-the-box mappings between BMC Helix Multi-Cloud Service Management and Jira fields:

    FieldValue
    Issue KeyVendor Ticket Id
    Issue DescriptionDescription
    Issue SummarySummary


  • Flow Target 3 (BMC Helix Multi-Cloud Service Management)
    The following table lists the out-of-the-box mappings between BMC Helix Multi-Cloud Service Management fields:

    FieldValue
    incidentNumberRemedy Incident Number
    Sync Vendor Ticketfalse

To define connector targets to enable DevOps between Jira 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.

To copy connector processes for each Jira instance 

When you are integrating with multiple instances of Jira, create a copy of the  Connector Process Jira  process for each instance and name them,  Connector Process Jira for <instance name> . Then, complete the following steps for each Jira instance.

Important

Make a note of the instance name and use the same name for your Jira instance when configuring vendor data.

For updating existing connector processes to support problem integration if you are using an older version where it is not enabled by default see, .Configuring support for problem integration when using multiple instances of Jira .

  1. On the Configuration Links page, click Copy processes in Innovation Studio to navigate to BMC Helix Platform for the process configuration.
  2. For each process listed on the Configuration Links page, select it from the Processes list and click Copy.

    A copy of the process is created, and all the connectors and components of the selected process are displayed.



  3. Enter the name suggested on the Configuration Links page in Name field of the General tab.

  4. Click Save.

You must contact BMC DevOps to setup the connector configuration for the processes that you have created. After saving your updates, complete this procedure for all the Connector Targets listed on the Configuration Links page.

List of connector targets for integration with Jira


 MCSM Remedy ITSM

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


 MCSM JIRA

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 the incidents are being brokered from Remedy ITSM to Jira.

To enable mapping between Remedy ITSM fields and custom fields created in Jira

When integrating with Jira, you can send and receive the value of custom fields created in Jira to a field in Remedy ITSM by specifying the appropriate mapping for the fields. After you create the custom field, you need to update the Jira connector, flow and vendor data configuration.

  1. Create the custom field in Jira.
    1. Log in to Jira and add the custom fields that you need. 
    2. Ensure that the custom fields are available on all the screens and issue types that you want to integrate with. 
      For information on adding custom fields, see the documentation for Jira.
  2. Synchronize the Jira connector.
    1. Log in to BMC Helix Integration Studio.
    2. Navigate to Catalog and click Connectors.
    3. Select the Jira connector and click Custom Fields 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. Select the connector configuration that you want to update for custom fields and click Generate or Re-Generate.
  3. Update the Sync Jira Issue flow to synchronize the new field. 
    1. (Optional) Get the internal ID from Jira for your custom fields: 

      Important

      You must install a utility for non-interactive download of files like wget and then run the commands using the command line prompt.

      1. Run echo -n username:password| base64
        to generate base64 encoded string for subsequent requests.

      2. Run wget --no-check-certificate --header='X-Requested-With: XMLHttpRequest' --header='Authorization: Basic [base64 encoded username:password]' --output-document applications.json 'https://[host]/api/v1.0/apps/search?lower_case_name=[connector name]'

        This command creates applications.json file that contains response from the BMC Helix Integration Service. Copy value from id field from the json file. This is application Id field that you can use in the next command. Find from the list of appConfig your  configuration by name and copy value from Id field. This is configuration Id value that you can use in next command.

      3. Run wget --no-check-certificate --header='X-Requested-With: XMLHttpRequest' --header='Authorization: Basic [base64 encoded username:password]' --output-document app_triggers.json 'https://[host]/api/v1.0/apps/[application Id]/configs/[configuration Id]/triggers'

        This request creates  app_triggers.json file with available triggers. Each trigger object contains a fields field that is an array of available fields. Copy value from systemName field. Use this value in step f.

      4. Run wget --no-check-certificate --header='X-Requested-With: XMLHttpRequest' --header='Authorization: Basic [base64 encoded username:password]' --output-document app_actions.json 'https://[host]/api/v1.0/apps/[application Id]/configs/[configuration Id]/actions'

        This request creates  app_actions.json  file with available actions. Each action object contains a fields field that is an array of available fields. Copy the value of systemName field. These fields can be used as Vendor field mapping properties.

    2. Log in to BMC Helix Integration Studio.

    3. Navigate to My Flows and select the Sync Jira Issue flow.
    4. On the Details tab, click .  

    5. Select the Edit Field Mapping tab. 

    6. In the Vendor Ticket Properties section, click Add Property for each custom field that you want to use. 

    7. Enter the systemName field and select the field in which the value of the custom field needs to be populated.
  4. To display the custom field, update Display Mapping in Vendor Data configuration.

    1. Log in to BMC Helix Multi-Cloud Service Management and click Settings .

    2. Navigate to Configure Vendors > Map Vendors.

    3. Select the Jira metadata that you want to update and click Edit.

    4. Add new vendor specific values for the custom fields that you need.

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

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

      The configuration enables you to send data from the custom Jira field to the Remedy ITSM field mapped in the Vendor Field Mapping.

To sync the values of mapped fields between Jira and Remedy ITSM

You can configure the prebuilt DevOps integration between JIRA Software to automatically update the values of fields mapped between Jira and Remedy ITSM in the applications, instead of adding them as a comment. If you update the value of a mapped field in one application, the value is automatically updated in the other application. For example, after brokering the ticket, the initial value of the Status field in Jira and Remedy tickets is In Progress. Now, when you update the status of the Jira ticket to Closed, the status of the Remedy ITSM change ticket is automatically updated to the same status.

To update the Jira field value when Remedy ITSM field value is changed

To automatically update the value of a Jira field when the Remedy ITSM field value is changed, you must first map the Remedy ITSM and Jira fields that you want to keep in sync in the Jira Vendor Field Mapping.  Then, configure the flows required to update the value of the Jira fields. 

The following table lists the steps that you must perform to update a Jira field value when a Remedy ITSM field value is changed:

ProductSteps

BMC Helix Multi-Cloud Service Management

  1. Log in to BMC Helix Multi-Cloud Service Management.
  2. Click 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 Vendor Field Mapping and navigate to ticket-brokering-lib:Incident to sync incident data or ticket-brokering-lib:Change to sync change data.
  6. Under Remedy to Vendor Sync Fields, add the field IDs of the BMC Helix Multi-Cloud Service Management record definition fields mapped to Jira that you want to keep in sync.

BMC Helix Integration Service

  1. Log in to BMC Helix Integration Service.
  2. Create Sync Incident flow from the template.
  3. To sync the value of Remedy ITSM incident and Jira fields, create the Update Jira Issue from Multi-Cloud Incident flow from the template and map the fields that you want to keep in sync in the flow.
  4. To sync the value of Remedy ITSM change and Jira fields, create the Update Jira Issue from Multi-Cloud change flow from the template and map the fields that you want to keep in sync in the flow.

Note: In the flows that you create, ensure that you map the fields that are defined in the Remedy to Vendor Sync Fields  property in the vendor metadata. If you map additional fields in the flow that are not listed in the vendor metadata, the values of these fields are also updated in Jira.

To update the Remedy ITSM field value when Jira field value is changed

To automatically update the value of a Remedy ITSM field when the Jira field value is changed, you must first map the Jira and Remedy ITSM fields that you want to keep in sync in the Jira Vendor Field Mapping.  Then, configure the flows required to update the value of the Remedy ITSM fields. 

The following table lists the steps that you must perform to update a Remedy ITSM field value when a Jira field value is changed:

ProductSteps

BMC Helix Multi-Cloud Service Management

  1. Log in to BMC Helix Multi-Cloud Service Management.
  2. Click 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 Vendor Field Mapping and navigate to Vendor to Remedy Sync Fields.
  6. Add the field IDs of the BMC Helix Multi-Cloud Service Management record definition fields mapped to Jira that you want to keep in sync in the Remedy to Vendor Sync Fields section.

BMC Helix Integration Service

  1. Log in to BMC Helix Integration Service.
  2. Create any of the following flows based on your requirement:
    • If you want to sync an incident in Remedy ITSM, create the Sync Jira Issue to Multi-Cloud Incident flow.
    • If you want to sync a change in Remedy ITSM, create the Sync Jira Issue to Multi-Cloud Change flow.
    • If you do not want to use the sync functionality, use the Sync Jira Issue flow.
    These flows will bring the update to the Jira ticket to Multi-Cloud for incident and change tickets. You must map the fields in the flows that you want to keep in sync.
  3. To sync the value of Remedy ITSM incident and Jira fields, create the Update Remedy Incident from Multi-Cloud Incident flow from the template and map the fields that you want to keep in sync in the flow.
  4. To sync the value of Remedy ITSM change and Jira fields, create the Update Remedy Change from Multi-Cloud Change flow from the template and map the fields that you want to keep in sync in the flow.

Note: In the flows that you create, ensure that you map the fields that are defined in the Remedy to Vendor Sync Fields  property in the vendor metadata. If you map additional fields in the flow that are not listed in the vendor metadata, the values of these fields are also updated in Jira


Related topic

Configuring BMC Helix Multi-Cloud Service Management

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