Integrating BMC Digital Workplace requests with Jira issues

BMC Helix iPaaS, powered by Jitterbit provides an out-of-the-box integration template to create Jira issues from BMC Helix Digital Workplace service requests. To use the integration template with the out-of-the-box configuration, update the project variables with your system details and deploy the integration template. The template uses the BMC Helix Digital Workplace Web API to simplify the integration.

BMC Helix Digital Workplace to Jira data flows

The following image gives an overview of the data flow for creating a Jira issue from a BMC Helix Digital Workplace service request:

The following image gives an overview of the data flow for synchronizing comments and attachments from a BMC Helix Digital Workplace service request with a Jira issue:

Jira to BMC Helix Digital Workplace data flow

The following image gives an overview of the data flow for synchronizing comments from a Jira issue with a BMC Helix Digital Workplace service request:

Before you begin

You require the following items to successfully set up and use this integration: 

Limitations

The following limitations apply for this integration template:

• Formatted text in Jira comments will be converted to plain text in BMC Digital Workplace.
• If the BMC Digital Workplace user does not have an account in Jira, the Reporter variable should be mapped to the Automatic or Unassigned user.
• The JIRA_Reference_Field_To_DWP correlation field in Jira can be a string type field.
• Cancelling a BMC Helix Digital Workplace request does not automatically reject or close the corresponding Jira issue. This behavior is not covered by the integration template and must be handled manually in Jira.

Task 1: To download and import the integration template project file

1. From theEPD site, search for and download the 26.1Create Jira Issue from DWP Request Update 2025-10-01 file.
   This file contains the BMC Helix iPaaS Integration Studio project Create Jira Issue from BMC Helix DWP Request.

   Warning

   Important

   Your ability to access product pages on the EPD website is determined by the license your company purchased. 

2. As a developer, log in to BMC Helix iPaaS and navigate to the  Studio > Projects.
3. On the Projects page, click Import. 

4. On the Import Project screen, click Browse.

5.  

   Select the Project JSON file from your local system you downloaded from EPD site. 

   After selecting the file, the project details are automatically populated.

6. Click Browse and then select the Create Jira Issue from DWP Request Update 2023-01-03 file you downloaded. 
   The Project Name and Organization are automatically populated depending on the values defined. 
7. Review or update the Project Name, if required.
8. Select an Environment.
9. (Optional) Choose whether to include email notifications and schedules.
10. Click Import to complete the import process.
11. From the Environment list, select the environment to which you want to import this integration template, and click Import.
    The project opens after the integration template is imported. 
    To open the project file at a later time, select the environment where the integration templates are available, select the Create Jira Issue from BMC Helix DWP Request project and click View/Edit. 

To view an imported project

1. In Studio, open the Projects page.

2. Locate the imported project in the projects list.

   • Use the Search field to find the project by name.
   • Use the Environment filter if required.

3. Click the project tile.

   The project opens in edit mode, displaying its workflows and configurations.

Task 2: To update the project variables for the integration

1. Next to the Environment name, click the ellipsis ... and select Project Variables.

2. Update the required project variables. 
   You must update the following project variables:

   Access points and authentication details for BMC Digital Workplace, Jira, and BMC Helix iPaaS applications

   Project variable	Action
   BMC Helix Digital Workplace
   DWP_Service_Name	Enter the name of the BMC Helix Digital Workplace service for which JIRA tickets should be created. Enter comma separated values for multiple BMC Helix Digital Workplace services. Important: The DWP_Service_Name, JIRA_Project_Name, and JIRA_Issue_Type variables together define the BMC Helix Digital Workplace service for which the JIRA issue must be created. These values define the BMC Helix Digital Workplace service for which a Jira issue of the selected type is created in the defined project name. The comma separated values in these variables are associated. For example, if you defined the following values: DWP_Service_Name — service1, service2, service3 JIRA_Project_Name — project1, project2, project3 JIRA_Issue_Type — bug, issue, issue For service 2, a JIRA issue is created in the project1.
   DWP_Process_Exist	Define if the WebAPI, Process, Document, and Rules for the integrations are created in BMC Helix Innovation Studio. Valid values include: True— The Web API, process, document, and rules in BMC Helix Innovation Studio already exist False—Create the Web API, process, and rules in BMC Helix Innovation Studio
   DWP_WEBAPI_Prefix	Enter the prefix to be added to the WebAPI, Process, Document, and Rules created for BMC Helix Digital Workplace.
   Jira
   JIRA_Host	Enter the URL of the JIRA instance in the format [http/https]://hostName:Port.
   JIRA_UserName	Enter the user ID of a user with access to create issues in Jira.
   JIRA_API_Token	Enter the authentication token for the Jira server. Warning: Ensure that the authorization key is correctly entered in the project variables before deploying the integration. An incorrect or missing key will cause Jira comments to fail to sync to BMC Helix Digital Workplace.
   JIRA_Reference_Field_To_DWP	Enter the name of a valid Jira field to store the reference values of the BMC Helix Digital Workplace service request. Only Text type fields are supported.
   JIRA_Project_Name	Enter the name of the JIRA project for which the issues must be created. Enter comma separated values for multiple projects. Important: The DWP_Service_Name, JIRA_Project_Name, and JIRA_Issue_Type variables together define the BMC Helix Digital Workplace service for which the JIRA issue must be created. These values define the BMC Helix Digital Workplace service for which a Jira issue of the selected type is created in the defined project name. The comma separated values in these variables are associated; for example, if you defined the following values: DWP_Service_Name — service1, service2, service3 JIRA_Project_Name — project1, project2, project3 JIRA_Issue_Type — bug, issue, issue For service 2, a JIRA issue is created in the project1.
   JIRA_Issue_Type	Enter the type of the JIRA issue to be created; for example, BUG, Story, Issue. Enter comma separated values for multiple issues. Important: The DWP_Service_Name, JIRA_Project_Name, and JIRA_Issue_Type variables together define the BMC Helix Digital Workplace service for which the JIRA issue must be created. These values define the BMC Helix Digital Workplace service for which a Jira issue of the selected type is created in the defined project name. The comma separated values in these variables are associated; for example, if you defined the following values: DWP_Service_Name — service1, service2, service3 JIRA_Project_Name — project1, project2, project3 JIRA_Issue_Type — bug, issue, issue For service 2, a JIRA issue is created in the project1.
   BMC Helix iPaaS
   BHIP_URL	Enter the URL to access BMC Helix iPaaS.
   BHIP_User	Enter the user ID to access BMC Helix iPaaS.
   BHIP_User_Password	Enter the password of the user to access BMC Helix iPaaS.
   BHIP_API_Name	Enter the API Name for usage with workflow Publish Jira comment to BMC Helix Digital Workplace service request.
   BHIP_API_Security_Profile_BASIC_Auth_Username	For the BASIC security profile type, enter the user name to be used to create the API Profile.
   BHIP_API_Security_Profile_BASIC_Auth_Password	For the BASIC security profile type, enter the password for the security profile created. This password is used for authentication by the Jitterbit API and the Webhook API.
   BHIP_API_Security_Profile_ApiKey_Name	Enter the name for the APIKEY to be used when creating the API Profile of type APIKEY. API Key value is generated automatically during one-time setup script execution.
   BHIP_API_Security_Profile_Types	Enter a security profile type; for example, APIKEY. Valid values include: BASIC (Default) ANONYMOUS APIKEY Enter comma-separated values to select multiple security profile types (APIKEY,BASIC). Important: For profile types supported by the source application, the security profiles are automatically created by the integration template when you enable the integration.  BMC Helix iPaaSdoes not support OAuth authentication for this application.
   BHIP_API_User_Roles	Enter the BMC Helix iPaaS user roles that must be assigned to the JIRA API. Enter comma separated values to assign multiple roles; for example, Admin, User.
   BHIP_API_TimeOut	Enter a value, in seconds, for an API timeout. The minimum value must range between 30 and 180. By default, the value is set to 90.
   BHIP_API_Security_Profile_Name_Suffix	Enter a suffix to be added to the Jira to BMC Helix Digital Workplace security profile name.

   Email notification configurations

   Project variable	Action
   BHIP_SMTP_HOSTNAME	Enter SMTP host details for emails configuration.
   BHIP_To_Email_Address	Enter the email address to which notification emails must be sent.
   BHIP_From_Email_Address	Enter the email address from which the notification emails should be sent.
   BHIP_Email_Enabled	Define if notification emails should be sent. By default, the value is set to true. To disable email notifications, set the value to false.
   BHIP_Email_Summary	Define if notification emails with a summary log should be sent if workflow is successful. By default, this value is set to true. To disable email notifications for successful operations, set the value to false.
   BHIP_Email_Data_Error	Define if emails should be sent if an error occurs in the data migration. By default, the value is set to true. To disable email notifications for errors, set the value to false.

(Optional) Task 3: To review and update out of the box field mappings

1. Open the Create Jira Issue from BMC Helix DWP Request project.
2. Select the Components tab and select Field Mappings operation.
3. Select the appropriate mapping, click... and select View/Edit.
   • Dwp - Jira Mapping to edit the mapping of BMC Helix Digital Workplace fields to Jira fields.
   • Jira - DWP Mapping to edit the mapping of Jira fields to BMC Helix Digital Workplace fields.

4. For each service, you must map the fields in BMC Digital Workplace to the fields in Jira.

   Warning

   Important

   The Jira Project and Issue Type values can be specified in the workflow for individual BMC Digital Workplace service requests and will override the mapping configuration.

   For the question response field mappings, add questions to the question name.

   The following image is a sample of the field mapping between BMC Helix Digital Workplace and Jira.

   <javascript>
   
   var $dwpToJiraMapping = {
   
      "Cloud Services": {
         "Reporter": {
              "dwpfield": "reporter"
           },
          "Priority": {
              "dwpfield": "Priority",
              "mapping": {
                  "Medium": "P2",
                  "High": "P1",
                  "Low": "P3",
               },
              "default": "P4"
           },
          "Summary": {
              "dwpfield": "State your Request",
             
           },
          "CustomSL":{
          "dwpfield":"Physical Hardware Required",
           },
          "Labels": {
              "default": []
           }
       },
      "Default": {
          "Project": {
              "dwpfield": "project"
           },
          "Reporter": {
              "default": "Allen Allbrook"
           },
          "Issue Type": {
              "dwpfield": "issueType"
           },
          "Summary": {
              "default": "New Request created in DWP"
           },
          "Priority": {
              "default": "P3"
           }
       }
   };
   </javascript>

   The following image is a sample of the field mapping from Jira to BMC Helix Digital Workplace

   <javascript>
   
   var $jiraToDwpMapping= {
   "Software Installation":{
                       "Reference Field 1":{
                          "jirafield": "Severity"
                           },
                              
                              "Reference Field 2":{
                          "jirafield": "Assignee"
                           }
                        },
   
                       "Cloud Service":{
                       "Reference Field 1":{
                          "jirafield": "test710delete",
                              }
                        }
                      
   };
   </javascript>

Task 4: To deploy and enable the integration

Deployment is a one-time activity that initializes the integration configurations. The UI displays a message for the deployment status.

To deploy the project and then enable the integration:

1. To deploy the project, next to the project name, click the ellipsis ..., and select Deploy Project.
2. To enable the integration, next to the Enable Integrations workflow, click the ellipsis ... for the Enable Integration operation, and select Run. 

The following image shows the steps to deploy the project and enable it by running the operation:

After you enable the integration, a corresponding issue is created in Jira when a service request is created in BMC Helix Digital Workplace. Attachments and comments from the BMC Helix Digital Workplace service request are synced with the Jira issue, and comments added to the Jira issue are synced with the BMC Helix Digital Workplace service request. When the Jira issue is resolved, the corresponding BMC Helix Digital Workplace service request is closed.

Workflows included in the integration template

The following workflows are included in the integration template:

Enable Integration

This workflow creates an API connection in BMC Helix iPaaS.

Integration Entry Point

This workflow defines the next action based on the request received from JIRA or BMC Helix Digital Workplace and call the appropriate operation.

DWP Webhook

This workflow defines the Web API connection and adds the required BMC Helix Digital Workplace details to BMC Helix Innovation Studio.

JIRA Webhook

This operation creates the webhook APIs required by JIRA. 

Publish Jira comment to DWP Service request

Sync DWP request to JIRA isssue

Helix Platform Operations

Jira Operations

Field Mapping

Troubleshooting steps

Comments from Jira are not syncing to BMC Helix Digital Workplace

Symptom: Comments added in Jira are not appearing in the corresponding BMC Helix Digital Workplace request.

Possible causes and resolutions:

• Incorrect or missing authorization key - Verify that the authorization key is correctly configured in the Jitterbit project variables.
• Jira language settings - If your Jira instance is configured with a non-English language, the API response may not parse correctly. Ensure that Jira is set to English only.

Request description or questionnaire data is missing or outdated in Jira

Symptom: The Jira issue is missing questionnaire answers or contains outdated data.

Cause: The DWPtoJiraV1serviceRequest process may be fetching an older questionnaire record due to incorrect sort order.

Resolution: Sort the questionnaire records by Request ID in descending order in the BMC Helix Digital Workplace to Jira Service Request process.

Jira case is not created when the service request has a large number of questions

Symptom: A Jira issue is not created when a DWP service request contains a large number of questions (15–20 or more).

Cause: A race condition occurs where the integration process starts fetching questions before all questions are fully inserted in the backend, resulting in incomplete data retrieval.

Resolution: Verify that you are using the latest version of the integration template which includes a timer to prevent this race condition.

Jira status changes are not reflecting in BMC Helix Digital Workplace

Symptom: When a Jira issue status changes to Closed, the corresponding DWP request status does not update.

Cause: The integration script checks for the status value Done to trigger a status update in DWP. If your Jira workflow uses Closed as the terminal status, the condition is not met and the status does not propagate.

Resolution: Update the script to handle Closed as a valid terminal status in addition to Done.