CA Agile Central integration reference

• Configuration
  If you are integrating BMC Helix Multi-Cloud Broker with an on-premises instance of ITSM, enter the following values:

  Field	Value
  Site	Select the site that you created for Remedy.
  AR server	Enter the name of your on-premises AR System server.
  AR server port	Enter the port number for your on-premises AR System server.

• Account
  Add a ITSM user account that has permissions to view business service requests and permissions to update incidents, change, or problem requests.

• 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

  Field	Value
  Name	Enter a name for the connector configuration.
  Site	For an on-premises CA Agile Central instance, select the site that you created. For instances in the cloud, select Cloud as the site.
  CA Agile Central Hostname	Enter the name of your CA Agile Central server.
  CA Agile Central server Port:	Enter the port number of the CA Agile Central server.
  Protocol	Enter the protocol.

• Account
  • Add the account of a CA Agile Central user who can view and update issues.

• Configuration

  Field	Value
  Name	Enter a name for the connector configuration.
  Site	For an on-premises CA Agile Central instance, select the site that you created. For instances in the cloud, select Cloud as the site.
  CA Agile Central Hostname	Enter the name of your CA Agile Central server.
  CA Agile Central server Port:	Enter the port number of the CA Agile Central server.
  Protocol	Enter the protocol.

• Account
  • Add the account of a CA Agile Central user who can view and update issues.

• Trigger
  You need to set a trigger condition for this flow to determine which Incidents should be sent to CA Agile Central. For example, you can use the following triggers:
  • Status = Resolved

  • Status Reason = Future Enhancement

    
    

• Field Mapping

  The following values are mapped out-of-the-box:

  ITSM field	CA Agile Central field name	Additional information
  Priority	Priority	In the Vendor Field Mapping of the Map Vendor definition, the transformation values of Priority are defined.
  Summary	Name	The Incident ID is included as a part of the Summary.
  	ScheduledState	Default value is set to Not Started.
  Priority	Severity	In the Vendor Field Mapping of the Map Vendor definition, the transformation values of Priority to Severity are defined.
  Description	Description	Default field mapping
  Incident ID	Label	Incident ID is included in the Summary and also added as a label on the issue.
  	State	Default value is set to Submitted.
  Technology Service		The Create DevOps Incident flow can be used to send incidents to other DevOps vendors like Jira. You can use one of the following options: Use the Target Values option and select the Technology Service from the list Use the Source Fields option and map it to one of the existing field from ITSM, for example, the Resolution Category Tier 2 field. Then, you can use the transformation option to map different ITSM Services to different technology services.

• Trigger
  Ensure that Tags is set to contains INC.

• Field Mapping

  Do not change the following out-of-the-box field mappings.

  Field	Value
  Vendor	Agile Central
  Vendor Ticket Id	ObjectID
  Vendor Ticket Properties	Retain out-of-the-box properties mapping

  Note

  You can change the out-of-the-box field mapping for the Status field.

  However, BMC recommends that you retain the existing mapping.

• Trigger
  Ensure that Tags is set to contain INC.

• Field Mapping
  Do not change the following out-of-the-box field mappings.

  Field	Value
  Vendor	Agile Central
  Vendor Ticket Id	ObjectID
  Vendor Ticket Properties	Retain out-of-the-box properties mapping

  Note

  You can change the out-of-the-box field mapping for the Status field.

  However, BMC recommends that you retain the existing mapping.

• Trigger

  Field	Value
  Shared with Vendor	True

• Field Mapping

  Do not change the following out-of-the-box field mappings.

  Field	Value
  post_type	comment#vendor
  ticketNumber	Incident Number
  Attachment Object 1.name	Attachment 1 filename
  Attachment Object 1.content	Attachment 1
  Attachment Object 2.name	Attachment 2 filename
  Attachment Object 2.content	Attachment 2
  Attachment Object 3.name	Attachment 3 filename
  Attachment Object 3.content	Attachment 3

  Note

  You can change the out-of-the-box field mapping for the text field. Default value is set to Notes.

  However, BMC recommends that you retain the existing mapping.

• Trigger

  Field	Value
  Shared with Vendor	True

• Field Mapping

  Do not change the following out-of-the-box field mappings.

  Field	Value
  post_type	comment#vendor
  ticketNumber	Incident Number
  Author	Full name
  Attachment Object 1.name	Attachment 1 filename
  Attachment Object 1.content	Attachment 1
  Attachment Object 2.name	Attachment 2 filename
  Attachment Object 2.content	Attachment 2
  Attachment Object 3.name	Attachment 3 filename
  Attachment Object 3.content	Attachment 3

  Note

  You can change the out-of-the-box field mapping for the text field. Default value is set to Notes.

  However, BMC recommends that you retain the existing mapping.

By default, the Create Incident Activity Note flow is used. Instead of the default flow, if you want to use the Create Incident Activity Note with Author flow, you must make changes to the flow.

For more information about using the flow, see Updating flows.

For the MCSM ITSM connector target, define the connection configuration and profile required by the connector process.

For the Connector Targets, define the connection configuration and profile required by the connector process in BMC Helix Innovation Suite.