Synchronizing work orders with Jira issues via BMC Helix Integration Service

BMC Helix Multi-Cloud Broker helps facilitate DevOps practices in organizations that use multiple tools. You can integrate BMC Helix Multi-Cloud Broker with Atlassian JIRA Software and manage tickets across multiple applications and teams more effectively. Whenever a work order is created in ITSM, a corresponding issue is created in Jira and the converse is also true. You can also synchronize data between an ITSM work order and a Jira issue.

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 ITSM

1. Log in to BMC Helix Innovation Suite.
2. On Workspace, click Multi-Cloud Broker.

3. To launch BMC Helix Multi-Cloud Broker, click Visit Deployed Application.

   Tip

   You can access BMC Helix Multi-Cloud Broker directly by entering the URL https://hostName:portNumber/helix/index.html#/com.bmc.dsm.mcsm/login and logging in as a tenant administrator.

4. To open the configuration page, click Settings .
5. Select Start Here > Quick Configuration Guide.
6. In the Step 1: Choose configuration tab, perform the following steps:
   1. From the Choose configuration list, select the Helix integration service.

  b. For the DevOps Integration feature for Jira and BMC Helix ITSM, under DevOps Integration, select one of the following options and click Next:

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  • 
    
    • ITSM Work Order to Jira Issue(requires ITSM and Smart IT version 1808 patch 1)
    • Jira Issue to ITSM Work Order

The Perform configurations tab 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 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 ITSM and Vendor application fields. Vendor mapping metadata is required to send ITSM ticket to the vendor application. Vendor mapping ensures that notifications about changes made to the 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.

1. If required, to create or modify a vendor organization, in the Perform configurations tab, click  Manage Vendor Organizations  under Configure JIRA.
2. To add or update the vendor mapping, in the Perform configurations tab, click Manage Vendor Metadata 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 Brokercan 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 Broker displays the default Instance URL, Vendor 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 Broker maps 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:Work Order.
        
        

      • Display Field Mapping — Defines how vendor application ticket fields are displayed on the Smart IT console.
        
3. If you do not want the Work Order to be automatically resolved when the corresponding vendor application ticket is resolved, select for Resolve Work Order When Vendor Closes it. By default,  the ticket is resolved when the corresponding ticket is closed in the vendor application.
4. From the Integration Platform list, select Integration Service.

To configure connectors for integrating ITSM and Jira with BMC Helix Multi-Cloud Broker

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 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

To configure flow triggers and field mappings between ITSM, BMC Helix Multi-Cloud Broker, 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

To define connector targets to enable DevOps between Jira and ITSM

BMC preconfigures the out-of-the-box connector targets for all BMC Helix Multi-Cloud Broker features. If you want to update the connector configuration or account information, update the connector target for the feature.

1. To navigate to BMC Helix Innovation Suite, 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.

   Field	Instructions
   Name	Enter 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.
   Profile	Select 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.

1. On the Configuration Links page, click Copy processes in Innovation Studio to navigate to BMC Helix Innovation Suite for the process configuration.

   ImportantThe Copy processes in Innovation Studio option is displayed only if you have configured the vendor mapping for multiple instances of Remedy ITSM.
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.

List of connector targets for integration with Jira

When you complete the configuration for all the components,verify the incidents are being brokered from ITSM to Jira.

To enable mapping between 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 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 Broker 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 Broker maps 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 ITSM field mapped in the Vendor Field Mapping.

To map a custom field in BMC Helix ITSM with Jira

You can create a custom field in BMC Helix ITSM and map it with a field in the Jira ticket. To learn more, see Updating-configurations-to-send-and-receive-data-from-custom-BMC-Helix-ITSM-fields.

Related topic

Configuring-BMC-Helix-Multi-Cloud-Broker