Integrating BMC Helix ITSM with Jira
During a software development phase, the development team might need multiple services from various departments in the company. The agents responsible for resolving these service requests should be able to access the requests quickly. The applications that the development team uses to develop the software might be different from the applications that the agents use to track and resolve requests.
BMC Helix Multi-Cloud Broker enables you to synchronize these applications and let the agents access the service requests timely.
Scenario
Benefits
- Efficient management of development requests
- Single point of access for agents to view the development requests and work on them
- Reduced time for agents because they do not have to use multiple applications
Workflow
Apex Global implements their requirements by using BMC Helix Multi-Cloud Broker:
Task | Product | Role | Action | Reference |
|---|---|---|---|---|
1 | BMC Helix Multi-Cloud Broker | Administrator | Add users and assign them roles and permissions. | |
2 | BMC Helix Multi-Cloud Broker | Administrator | Enable the display of third-party application ticket details in BMC Helix ITSM | |
3 | BMC Helix Multi-Cloud Broker | Administrator | Add data for your organization | |
4 | BMC Helix Multi-Cloud Broker | Administrator | Define categorizations to broker BMC Helix ITSM tickets | |
5 | BMC Helix Multi-Cloud Broker | Administrator | Set up an integration in Quick Configuration Guide |
Results
After Apex Global performs the tasks to integrate BMC Helix ITSM with Jira, the following events occur:
- BMC Helix Multi-Cloud Broker validates the trigger conditions and creates an incident in BMC Helix ITSM.
- The Jira issue details are displayed in the BMC Helix ITSM incident.