Reference of integration between BMC Helix ITSM known errors and Jira issues by using BMC Helix Integration Service
To establish the integration with Jira for known error requests, you must configure the relevant connectors and flows. Refer the following information that you need to establish the integration between BMC Helix ITSM and Jira.
List of connectors for integration with Jira
You need to configure the following connectors when setting up integration with Jira. These connectors are integration points for the respective applications. For instance, to send the data from BMC Helix Multi-Cloud Broker to Jira, you need to create a flow from Multi-Cloud connector to Jira connector.
Multi-Cloud connector
- Configuration
While activating BMC Helix Multi-Cloud Broker, 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 People data .
- Configuration
- Jira
- Configuration
If you are integrating with an on-premises instance of BMC Helix ITSM, enter values for the following fields:
Field
Value
Name
Enter a name for the connector configuration
Site
For each on-premises Jira instance, select the site that you created.
For Jira instances in the cloud, select Cloud as the site.Jira Server Hostname
Enter 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.Protocol
Enter the protocol used by the Jira server.
Certificate Authority
Copy the contents of a self-signed certificate.
- 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.
- Configuration
AR system
The following definition is provided as internal forms configuration in the connector in the out-of-the-box schema:[
{
"label": "Known Error",
"name": "PBM:Known Error",
"trigger": "PBM:Known Error",
"create": "PBM:ProblemInterface_Create",
"update": "PBM:KnownErrorInterface",
"query": "PBM:Known Error",
"resultKeyField": "1000000979",
"keyField":"1000000979"
},
{
"label": "Known Error WorkLog",
"name": "PBM:Known Error WorkLog_People",
"trigger": "PBM:Known Error WorkLog_People",
"create": "PBM:Known Error WorkLog"
}
]
List of flows for integration with Jira
You can configure the following flows when setting up integration with Jira. Each flow is self descriptive, for example to create a known error request in BMC Helix ITSM from Jira, you must configure the Create Known Error from Jira Issue flow.
Create flows
- Create Known Error from Jira Issue
Trigger conditions
The following conditions are provided out-of-the-box:Field
Value
Project is
NA
Labels not matches
(INC|CRQ|PBI|WO|PKE)\d+
- Field mapping
The following mappings are provided out-of-the-box:Flow Target 1 (BMC Helix Multi-Cloud Broker)
Field
Value
Description
Issue description
Impact
Priority
Summary
Issue Summary
Urgency
Priority
View Access
Note: The value of this field is set to Internal.NA
Known Error Status
Status
Target Date
Due date
Vendor
Note: The value of this field is set to JIRA.NA
Vendor Ticket Id
Issue Key
Vendor Ticket Properties
- fields.assignee.displayName
- fields.status.name
- fields.issuetype.name
- key
- Assignee
- Status
- Issue Type
- Issue Key
Webhook Condition Parameter
Note: The value of this field is set to Remedy.NA
Action
Note: The value of this field is set to CREATE KNOWN ERROR.NA
- Create ITSM Known Error from Multi-Cloud Known Error
Trigger conditions
The following conditions are provided out-of-the-box:Field
Value
Condition is
${webhookContext.466000271} = "Remedy" AND ${webhookContext.466000048} = "CREATE KNOWN ERROR" AND ($ webhookContext.466000257} = $NULL$ OR ${webhookContext.466000257} = "")
Include All Fields is
true
is New
is true
- Field mappings
Flow Target 1 (AR System)
The following mappings are provided out-of-the-box:
Field
Value
Status* (Known Error Status)
Note: The value of this field is set to Known Error Status.NA
Notes (Detailed description)
Description
Urgency* (Urgency)
Note: The value of this field is set to Urgency.NA
Impact* (Impact)
Note: The value of this field is set to Impact.NA
Description* (Description)
Summary
Target Date (Target Resolution Date)
Target Date
Broker Vendor Name
Note: The value of this field is set to JIRA.NA
Flow Target 2 (BMC Helix Multi-Cloud Broker)
The following mappings are provided out-of-the-box:Field
Value
Known Error ID
Target 1 Known Error ID* + (Known Error ID)
ID
ID
Flow Target 3 (BMC Helix Multi-Cloud Broker)
The following mappings are provided out-of-the-box:
Field
Value
Parent Ticket Id
ID
Flow Target 4 (BMC Helix Multi-Cloud Broker)
The following mappings are provided out-of-the-box:
Field
Value
text
TICKET_CREATED_MESSAGE
post_type
Note: The value of this field is set to comment#remedy.NA
ticket_type
Note: The value of this field is set to knownerror.NA
vendorTicketId
Vendor Ticket Id
Parent_GUID
Target 1 Known Error ID* + (Known Error ID)
WorkLogTypeId
Note: The value of this field is set to 44000.NA
Flow Target 5 (JIRA)
The following mappings are provided out-of-the-box:
Field
Value
Issue Key
Target 3 Vendor Ticket Id
Labels
Target 1 Known Error ID* + (Known Error ID)
Worklog flows
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.
Field
Value
text
Retain the prefix Comment Body
post_type
comment#remedy
Vendor
JIRA
Vendor Ticket Id
Issue Key
commentId
Comment ID
Attachment Object 1
Attachment Object 1
Attachment Object 2
Attachment Object 2
Attachment Object 3
Attachment Object 3
- Multi-Cloud Worklog to ITSM Known Error Activity Note
Trigger conditions
The following conditions are provided out-of-the-box:Field
Mapping
Condition is
${webhookContext.304411991} = "knownerror" AND ${webhookContext.304412011} = "comment#remedy"
Include All Fields is
true
- Field mappings
Flow Target 1 (AR System)
The following mappings are provided out-of-the-box:Field
Value
Work Info Type* (Work Log Type)
WorkLogTypeId
Known Error ID* (Known Error ID)
Parent_GUID
Notes* (Detailed Description)
CommentText
- Create Known Error Activity Note with Author
Trigger conditions
The following conditions are provided out-of-the-box:Field
Value
Is New Known Error Worklog
is true
Broker Vendor Name
is not empty
- Field mappings
Flow Target 1 (BMC Helix Multi-Cloud Broker)
The following mappings are provided out-of-the-box:Field
Value
text
Notes (Detailed Description)
post_type
Note: The value of this field is set to comment#vendor.NA
ticket_type
Note: The value of this field is set to knownerror.NA
ticketNumber
Known Error ID
vendorTicketId
Broker Vendor Ticket Id
Author
Full Name
Webhook Condition Parameter
Broker Vendor Name
- Multi-Cloud Worklog to Jira Issue Comment
Trigger conditions
The following conditions are provided out-of-the-box:Field
Value
Condition is
${webhookContext.466000228} = "JIRA" AND ${webhookContext.304412011} = "comment#vendor" AND ${webhookContext.304411991} = "knownerror"
Include All Fields is
true
Attachment Group Id is empty
NA
- Field mappings
Flow Target 1 (JIRA)
The following mappings are provided out-of-the-box:Field
Value
Comment Body
CommentText
Issue Key
associatedGUID
- Multi-Cloud Worklog with Attachment to Jira Issue comment
- Trigger condition
The following trigger conditions are provided out-of-the-box:
Field
Value
Condition is
${webhookContext.466000228} = "JIRA" AND ${webhookContext.304412011} = "comment#vendor" AND ${webhookContext.304411991} = "knownerror"
Include All Fields is
true
Attachment Group Id is not empty
NA
- Field mappings
Flow Target 1 (JIRA)
The following mappings are provided out-of-the-box:Field
Value
Comment Body
CommentText
Issue Key
associatedGUID
Flow Target 2 (JIRA)
The following mappings are provided out-of-the-box:
Field
Value
Issue Key
associatedGUID
Attachment
Attachment Object 1
- Trigger condition
Sync flows
- Sync Jira Issue to Multi-Cloud Known Error
Trigger conditions
The following conditions are provided out-of-the-box:Field
Value
Project is
NA
Labels matches
PKE\d+
- Field mappings
Flow Target 1 (BMC Helix Multi-Cloud Broker)
The following mappings are provided out-of-the-box:Field
Value
Status
Status
Vendor
Note: The value of this field is set to JIRA.NA
Vendor Ticket Id
Issue Key
Vendor Ticket Properties
- fields.assignee.displayName
- fields.status.name
- fields.issuetype.name
- fields.fixVersions
- key
- Assignee
- Status
- Issue Type
- Fix versions
- Issue Key
Flow Target 2 (BMC Helix Multi-Cloud Broker)
The following mappings are provided out-of-the-box:
Field
Value
Description
Issue Description
Impact
Note: The value of this field is set to Impact.NA
Known Error Id
Target 1 Parent Ticket Id
Summary
Issue Summary
Urgency
Note: The value of this field is set to Urgency.NA
- Update ITSM Known Error from Multi-Cloud Known Error
Trigger conditions
The following conditions are provided out-of-the-box:Field
Value
Condition is
${webhookContext.466000278} = "true"
Include All Fields is
true
Record Event equals
update
- Field mappings
Flow Target 1 (AR System)
The following mappings are provided out-of-the-box:Field
Value
Known Error ID
Known Error ID
Summary (Description)
Summary
Notes (Detailed Description)
Description
Urgency Note: The value of this field is set to Urgency.
NA
Impact Note: The value of this field is set to Impact.
NA
Flow Target 2 (BMC Helix Multi-Cloud Broker)
The following mappings are provided out-of-the-box:
Field
Value
Known Error ID
Known Error ID
Sync Remedy Ticket
false
- Sync ITSM Known Error
Trigger conditions
The following conditions are provided out-of-the-box:Field
Value
Broker Vendor Name
is not empty
- Field mappings
Flow Target 1 (BMC Helix Multi-Cloud Broker)
The following mappings are provided out-of-the-box:Field
Value
Company
Company
Description
Notes (Detailed Description)
Impact
Note: The value of this field is set to Impact* (Impact).NA
Known Error ID
Known Error ID* + (Known Error ID)
Known Error Status
Status* (Known Error Status)
Last Corrected Date
Last Corrected Date
Priority
Priority* (Priority)
Sync Vendor Ticket
true
- Update Jira Issue from Multi-Cloud Known Error
Trigger conditions
The following conditions are provided out-of-the-box:Field
Value
Condition is
${webhookContext.466000279} = "true"
Include All Fields is
true
Record Event equals
update
- Field mappings
Flow Target 1 (BMC Helix Multi-Cloud Broker)
The following mappings are provided out-of-the-box:Field
Value
Parent Ticket Id
ID
Flow Target 2 (JIRA)
The following mappings are provided out-of-the-box:
Field
Value
Issue Key
Vendor Ticket Id
Issue Description
Description
Issue Summary
Summary
Flow Target 3 (BMC Helix Multi-Cloud Broker)
The following mappings are provided out-of-the-box:
Field
Value
Known Error ID
Known Error ID
Sync Vendor Ticket
false
To establish the integration with Jira for known error requests, you must configure the relevant connectors and flows. Refer the following information that you need to establish the integration between BMC Helix ITSM and Jira.
List of connectors for integration with Jira
You need to configure the following connectors when setting up integration with Jira. These connectors are integration points for the respective applications. For instance, to send the data from
to Jira, you need to create a flow from Multi-Cloud connector to Jira connector.
Multi-Cloud connector
Configuration
While activatingBMC Helix Multi-Cloud Broker
, 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 .
- Jira
- Configuration
If you are integrating with an on-premises instance of ITSM, enter values for the following fields:
Field
Value
Name
Enter a name for the connector configuration
Site
For each on-premises Jira instance, select the site that you created.
For Jira instances in the cloud, select Cloud as the site.Jira Server Hostname
Enter 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.Protocol
Enter the protocol used by the Jira server.
Certificate Authority
Copy the contents of a self-signed certificate.
- 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.
- Configuration
AR system
The following definition is provided as internal forms configuration in the connector in the out-of-the-box schema:[
{
"label": "Known Error",
"name": "PBM:Known Error",
"trigger": "PBM:Known Error",
"create": "PBM:ProblemInterface_Create",
"update": "PBM:KnownErrorInterface",
"query": "PBM:Known Error",
"resultKeyField": "1000000979",
"keyField":"1000000979"
},
{
"label": "Known Error WorkLog",
"name": "PBM:Known Error WorkLog_People",
"trigger": "PBM:Known Error WorkLog_People",
"create": "PBM:Known Error WorkLog"
}
]
List of flows for integration with Jira
You can configure the following flows when setting up integration with Jira. Each flow is self descriptive, for example to create a known error request in ITSM from Jira, you must configure the Create Known Error from Jira Issue flow.
Create flows
- Create Known Error from Jira Issue
Trigger conditions
The following conditions are provided out-of-the-box:Field
Value
Project is
NA
Labels not matches
(INC|CRQ|PBI|WO|PKE)\d+
- Field mapping
The following mappings are provided out-of-the-box:Flow Target 1 (BMC Helix Multi-Cloud Management Service)
Field
Value
Description
Issue description
Impact
Priority
Summary
Issue Summary
Urgency
Priority
View Access
Note: The value of this field is set to Internal.NA
Known Error Status
Status
Target Date
Due date
Vendor
Note: The value of this field is set to JIRA.NA
Vendor Ticket Id
Issue Key
Vendor Ticket Properties
- fields.assignee.displayName
- fields.status.name
- fields.issuetype.name
- key
- Assignee
- Status
- Issue Type
- Issue Key
Webhook Condition Parameter
Note: The value of this field is set to Remedy.NA
Action
Note: The value of this field is set to CREATE KNOWN ERROR.NA
- Create ITSM Known Error from Multi-Cloud Known Error
Trigger conditions
The following conditions are provided out-of-the-box:Field
Value
Condition is
${webhookContext.466000271} = "Remedy" AND ${webhookContext.466000048} = "CREATE KNOWN ERROR" AND ($ webhookContext.466000257} = $NULL$ OR ${webhookContext.466000257} = "")
Include All Fields is
true
is New
is true
- Field mappings
Flow Target 1 (AR System)
The following mappings are provided out-of-the-box:
Field
Value
Status* (Known Error Status)
Note: The value of this field is set to Known Error Status.NA
Notes (Detailed description)
Description
Urgency* (Urgency)
Note: The value of this field is set to Urgency.NA
Impact* (Impact)
Note: The value of this field is set to Impact.NA
Description* (Description)
Summary
Target Date (Target Resolution Date)
Target Date
Broker Vendor Name
Note: The value of this field is set to JIRA.NA
Flow Target 2 (BMC Helix Multi-Cloud Management System)
The following mappings are provided out-of-the-box:Field
Value
Known Error ID
Target 1 Known Error ID* + (Known Error ID)
ID
ID
Flow Target 3 (BMC Helix Multi-Cloud Management System)
The following mappings are provided out-of-the-box:
Field
Value
Parent Ticket Id
ID
Flow Target 4 (BMC Helix Multi-Cloud Management System)
The following mappings are provided out-of-the-box:
Field
Value
text
TICKET_CREATED_MESSAGE
post_type
Note: The value of this field is set to comment#remedy.NA
ticket_type
Note: The value of this field is set to knownerror.NA
vendorTicketId
Vendor Ticket Id
Parent_GUID
Target 1 Known Error ID* + (Known Error ID)
WorkLogTypeId
Note: The value of this field is set to 44000.NA
Flow Target 5 (JIRA)
The following mappings are provided out-of-the-box:
Field
Value
Issue Key
Target 3 Vendor Ticket Id
Labels
Target 1 Known Error ID* + (Known Error ID)
Worklog flows
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.
Field
Value
text
Retain the prefix Comment Body
post_type
comment#remedy
Vendor
JIRA
Vendor Ticket Id
Issue Key
commentId
Comment ID
Attachment Object 1
Attachment Object 1
Attachment Object 2
Attachment Object 2
Attachment Object 3
Attachment Object 3
- Multi-Cloud Worklog to ITSM Known Error Activity Note
Trigger conditions
The following conditions are provided out-of-the-box:Field
Mapping
Condition is
${webhookContext.304411991} = "knownerror" AND ${webhookContext.304412011} = "comment#remedy"
Include All Fields is
true
- Field mappings
Flow Target 1 (AR System)
The following mappings are provided out-of-the-box:Field
Value
Work Info Type* (Work Log Type)
WorkLogTypeId
Known Error ID* (Known Error ID)
Parent_GUID
Notes* (Detailed Description)
CommentText
- Create Known Error Activity Note with Author
Trigger conditions
The following conditions are provided out-of-the-box:Field
Value
Is New Known Error Worklog
is true
Broker Vendor Name
is not empty
- Field mappings
Flow Target 1 (BMC Helix Multi-Cloud Broker)
The following mappings are provided out-of-the-box:Field
Value
text
Notes (Detailed Description)
post_type
Note: The value of this field is set to comment#vendor.NA
ticket_type
Note: The value of this field is set to knownerror.NA
ticketNumber
Known Error ID
vendorTicketId
Broker Vendor Ticket Id
Author
Full Name
Webhook Condition Parameter
Broker Vendor Name
- Multi-Cloud Worklog to Jira Issue Comment
Trigger conditions
The following conditions are provided out-of-the-box:Field
Value
Condition is
${webhookContext.466000228} = "JIRA" AND ${webhookContext.304412011} = "comment#vendor" AND ${webhookContext.304411991} = "knownerror"
Include All Fields is
true
Attachment Group Id is empty
NA
- Field mappings
Flow Target 1 (JIRA)
The following mappings are provided out-of-the-box:Field
Value
Comment Body
CommentText
Issue Key
associatedGUID
- Multi-Cloud Worklog with Attachment to Jira Issue comment
- Trigger condition
The following trigger conditions are provided out-of-the-box:
Field
Value
Condition is
${webhookContext.466000228} = "JIRA" AND ${webhookContext.304412011} = "comment#vendor" AND ${webhookContext.304411991} = "knownerror"
Include All Fields is
true
Attachment Group Id is not empty
NA
- Field mappings
Flow Target 1 (JIRA)
The following mappings are provided out-of-the-box:Field
Value
Comment Body
CommentText
Issue Key
associatedGUID
Flow Target 2 (JIRA)
The following mappings are provided out-of-the-box:
Field
Value
Issue Key
associatedGUID
Attachment
Attachment Object 1
- Trigger condition
Sync flows
- Sync Jira Issue to Multi-Cloud Known Error
Trigger conditions
The following conditions are provided out-of-the-box:Field
Value
Project is
NA
Labels matches
PKE\d+
- Field mappings
Flow Target 1 (BMC Helix Multi-Cloud Broker)
The following mappings are provided out-of-the-box:Field
Value
Status
Status
Vendor
Note: The value of this field is set to JIRA.NA
Vendor Ticket Id
Issue Key
Vendor Ticket Properties
- fields.assignee.displayName
- fields.status.name
- fields.issuetype.name
- fields.fixVersions
- key
- Assignee
- Status
- Issue Type
- Fix versions
- Issue Key
Flow Target 2 (BMC Helix Multi-Cloud Broker)
The following mappings are provided out-of-the-box:
Field
Value
Description
Issue Description
Impact
Note: The value of this field is set to Impact.NA
Known Error Id
Target 1 Parent Ticket Id
Summary
Issue Summary
Urgency
Note: The value of this field is set to Urgency.NA
- Update ITSM Known Error from Multi-Cloud Known Error
Trigger conditions
The following conditions are provided out-of-the-box:Field
Value
Condition is
${webhookContext.466000278} = "true"
Include All Fields is
true
Record Event equals
update
- Field mappings
Flow Target 1 (AR System)
The following mappings are provided out-of-the-box:Field
Value
Known Error ID
Known Error ID
Summary (Description)
Summary
Notes (Detailed Description)
Description
Urgency Note: The value of this field is set to Urgency.
NA
Impact Note: The value of this field is set to Impact.
NA
Flow Target 2 (BMC Helix Multi-Cloud Management System)
The following mappings are provided out-of-the-box:
Field
Value
Known Error ID
Known Error ID
Sync Remedy Ticket
false
- Sync ITSM Known Error
Trigger conditions
The following conditions are provided out-of-the-box:Field
Value
Broker Vendor Name
is not empty
- Field mappings
Flow Target 1 (BMC Helix Multi-Cloud Management System)
The following mappings are provided out-of-the-box:Field
Value
Company
Company
Description
Notes (Detailed Description)
Impact
Note: The value of this field is set to Impact* (Impact).NA
Known Error ID
Known Error ID* + (Known Error ID)
Known Error Status
Status* (Known Error Status)
Last Corrected Date
Last Corrected Date
Priority
Priority* (Priority)
Sync Vendor Ticket
true
- Update Jira Issue from Multi-Cloud Known Error
Trigger conditions
The following conditions are provided out-of-the-box:Field
Value
Condition is
${webhookContext.466000279} = "true"
Include All Fields is
true
Record Event equals
update
- Field mappings
Flow Target 1 (BMC Helix Multi-Cloud Management System)
The following mappings are provided out-of-the-box:Field
Value
Parent Ticket Id
ID
Flow Target 2 (JIRA)
The following mappings are provided out-of-the-box:
Field
Value
Issue Key
Vendor Ticket Id
Issue Description
Description
Issue Summary
Summary
Flow Target 3 (BMC Helix Multi-Cloud Broker)
The following mappings are provided out-of-the-box:
Field
Value
Known Error ID
Known Error ID
Sync Vendor Ticket
false