Reference of integration between BMC Helix ITSM and Jira Service Desk by using BMC Helix iPaaS

You can integrate BMC Helix ITSM with Jira Service Management (formerly known as Jira Service Desk) to synchronize BMC Helix ITSM incidents with Jira Service Management issues. The integration helps your agents to consolidate Jira Service Management issues into BMC Helix ITSM, and then broker the incidents to create Jira Service Management service requests.

BMC Helix Multi-Cloud Broker, along with BMC Helix iPaaS, powered by Jitterbit provides the Broker_incidents_between_BMC_Helix_ITSM_and_Jira_Service_Management.json integration template that you can use to integrate BMC Helix ITSM and Jira Service Management. You configure the integration in BMC Helix Multi-Cloud Broker and deploy the integration template to your BMC Helix iPaaS environment.

List of project variables

The following sections describe the variables that you can update as per your requirements:

BMC Helix iPaaS project variables

Project variable	Value
BHIP_API_NAME	The default value of this variable is set to BMCHelixITSMAndJiraServiceIssue. If required, you can change the name.
BHIP_API_User_Roles	Specify the organization roles that should have access to the new API. You can add multiple comma separated values. Important: If you do not specify any value, all the organization roles get access to the new API.
BHIP_MCSM_API_Profile_Username	The integration template creates an API in BMC Helix iPaaS to handle requests from BMC Helix Multi-Cloud Broker. Enter the user name that should be used while creating the BMC Helix Multi-Cloud Broker API profile.
BHIP_MCSM_API_Profile_Password	The integration template creates an API in BMC Helix iPaaS to handle requests from BMC Helix Multi-Cloud Broker. Enter the password that should be used while creating the BMC Helix Multi-Cloud Broker API profile.
BHIP_Vendor_API_Profile_Type	The default value of this variable is APIKEY.
BHIP_Vendor_API_Profile_Username	Enter the user name for the security profile that you want to use with the vendor API. Important: You need to provide a value for this variable, only if you select the BASIC option in BHIP_Vendor_API_Profile_Type.
BHIP_Vendor_API_Profile_Password	Enter the password for the security profile that you want to use with the vendor API. Important: You need to provide a value for this variable, only if you select the BASIC option in BHIP_Vendor_API_Profile_Type.
BHIP_Vendor_API_Profile_ApiKey_Name	The default value of this variable is apiKey. If required, you can change the value.
BHIP_Host	Enter the BMC Helix iPaaS instance URL where you want to run this project.
BHIP_Username	Enter the user name for the BMC Helix iPaaS instance.
BHIP_Password	Enter the password for the BMC Helix iPaaS instance.
Enable_BMC_Helix_To_Vendor_Integration	By default, this variable is enabled. Important: This variable enables the creation of Jira Service Management service requests from BMC Helix ITSM incidents, synchronizes updates, and shares comments.
Enable_Vendor_To_BMC_Helix_Integration	By default, this variable is enabled. Important: This variable enables the creation of BMC Helix ITSM incidents from Jira Service Management issues, synchronizes updates, and shares comments.

Jira Service Management variables

Project variable	Value
Jira_API_Token	Create an API token in Jira and use that token in this variable.
Jira_Host	Enter the host URL of the Jira instance in the following format: [http/https]://[hostname]:[port]
Jira_JQL_Query	Enter the JQL query value that you want to use in the Jira webhook configurations. You can create the query in Jira Service Management and enter that query in this variable.
Jira_Username	Enter the user name for accessing Jira.
JSD_Request_Type	Enter the type of request that you want to use when creating a Jira Service Management request. Get the request type from Jira Service Management and enter that type in this variable. For example, enter Get IT help.
JSD_Service_Desk	Enter the name of the service desk project where you want to create the request.

BMC Helix Multi-Cloud Broker project variables

Project variable	Value
MCSM_Host	Enter the BMC Helix Multi-Cloud Broker host URL to which Jira Service Management requests should be synchronized.
MCSM_Username	Enter the user name that enables users to interact with BMC Helix Multi-Cloud Broker.
MCSM_Password	Enter the password for the provided username.
MCSM_Vendor_Name	This variable is autopopulated. You must not change the value.

The following variables are inputs from BMC Helix ITSM. Either enter values for these variables or map appropriate Jira Service Management fields if the data is available:

Project variable	Value
ITSM_Company_Name	Enter the company name for which the integration template needs to be run. For example, Calbro Services
ITSM_Customer_First_name	Enter the first name of the BMC Helix ITSM customer.
ITSM_Customer_Last_Name	Enter the last name of the BMC Helix ITSM customer.
ITSM_Incident_Type	Enter any of the following incident types that you want to create: User Service Restoration User Service Request Infrastructure Restoration Infrastructure Event Security Incident