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

Enabling Problem Management for multiple instances of JIRA Software

When configuring the DevOps integration feature with multiple instances of Atlassian JIRA Software, you create copies of the Connector Process JIRA process for each instance of Jira. To enable the Problem Management functionality for each Jira instance after your 
BMC Helix Multi-Cloud Service Management environment is upgraded, add the Problem Management values to the Connector Process JIRA configuration for each Jira instance.


You need to update the processes using the Process designer. For detailed information about using the Process designer, see  Defining the application business logic through processes .

To update copies of Connector Process JIRA

  1. As an Administrator, log in to BMC Helix Platform.
  2. Navigate to Libraries > Ticket Brokering Library.
  3. Under Processes, click the copy of the Connect Process JIRA process for a Jira instance.
  4. Add Problem Record as an Input Variable.
    1. In the right pane of the Process designer click the Process Properties  tab. 
    2. Under Variables, click Add/Remove variables
    3. Click Add Variable
    4. Create the Problem Record variable with the following field details: 

      NameProblem Record
      Variable ID466000070
      Variable TypeInput
      Data TypeRecord
      Record DefinitionProblem
    5. Click Save.
  5. In the Palette under Activities, drag the Connector element onto the process canvas and name it Create Jira issue from Problem.
  6. Select the Connector element and click the Element Properties tab.
  7. Under Input Map, select the following values: 

    ConnectionMCSM JIRA

    Create Issue

  8. For each parameter, click  to open the expression builder.  For more information about the expression builder, see  Expression Editor .

  9. Using the expression builder, update the parameters with the values provided in the following table, and then click OK:

    Issue Summary

    Add the following expression using the fields available under Problem Record

    (( Remedy Problem ID + " ") + Summary)

    Issue Type

    Enter "Story"

    ProjectEnter "Project"
    Dynamic FieldsAdd the Dynamic Fields field available under Process Variables.
    Issue DescriptionAdd the Description field available under Problem Record.
    LabelsAdd the Remedy Problem ID field available under Problem Record.
    PriorityEnter "P3"
  10. In the right pane of the Process designer, click the Element Properties tab.

  11. Under Output Map, for each parameter, click  to open the expression builder. 

  12. Using the expression builder, update the parameters with values provided in the following table, and then click OK:

    Vendor Ticket Data


    Vendor Ticket IDIssue key

    The values are available under Activities > Create JIRA issue from Problem > Output

  13. Create a condition line from the exclusive gateway to the connector block and define an action for it.
    1. Click the condition line, and click the Links tab.
    2. On the Element Properties  tab, under Condition click to open the expression builder.
    3. Using the expression builder, update the parameter with the following condition: Action Name = "Create Ticket From Problem", and then click OK.
  14. Add a termination line from the connector block to the end process indicator

Save the process. This adds the required information for creating Jira records from a Problem record.

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