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.
• 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.

• 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

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