This documentation supports the 22.1 and consecutive patch versions of BMC Helix Multi-Cloud Broker.To view an earlier version, select the version from the Product version menu.

Creating Rally Software issues from incidents via BMC Helix Integration Service

BMC Helix Multi-Cloud Broker helps facilitate DevOps practices in organizations using multiple tools. You can integrate BMC Helix Multi-Cloud Broker with Rally Software (formerly known as CA Agile Central) and manage tickets across multiple teams more effectively. When an incident is created in BMC Helix ITSM, a corresponding issue is created in Rally Software. The data between the BMC Helix ITSM incident and the Rally Software issue; for example, status changes and activity notes, is also synchronized.

Important

CA Agile Central has been renamed to Rally Software. However, some instances in the product UI and documentation might refer to the old product name.

Before you begin

Complete all preconfiguration tasks before you configure the integration.

To select the integration option for DevOps between Rally Software and BMC Helix 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 Settings icon.png.
  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 feature, select ITSM Incident to Agile Central Issue under DevOps Integration, and click Next.

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 Rally Software vendor data to BMC Helix ITSM

Configuring vendor data includes setting up a vendor organization and defining vendor mappings for the technology provider. Vendor mapping ensures that your vendor is notified about changes to the BMC Helix ITSM fields by sending updates as a comment to the corresponding vendor ticket.

  1. If you have not already done so, to set up the vendor organizations, on the Perform configurations tab, click Manage Vendor Organizations. For instructions, see Performing-common-preconfiguration-tasks.
  2. To add or update the vendor mapping, on the Perform configurations tab, click Manage Vendor Metadata.

  3. On the Configure Vendor Metadata page, click 21.3_Add metadata icon.png to open the Map New Vendor page.
    mapNewVendorScreen.png
  4. Enter a Description that makes it easy for you to identify the vendor metadata configuration.

  5. Select the Ticketing Technology Provider.
    The Ticketing Technology Provider is the application the vendor uses to manage tickets.

    Vendor

    Ticketing Technology Provider

    Amazon

    AWS

    JIRA Software

    JIRA

    Salesforce Service Cloud

    Service Cloud

    CA Agile Central

    Agile Central

    BMC Helix ITSM

    Vendor Remedy ITSM

    JIRA Software Service Desk

    JIRA Service Desk

    Microsoft Azure Devops

    Azure DevOps

    Azure Monitor

    Azure Alerts

    IBM QRadar

    QRadar

    BMC TSOM

    TrueSight Ops Mgmt for PSR

  6. Click Add Mapping.
    BMC Helix Multi-Cloud Broker displays the default Instance URL, Vendor Field Mapping and Display Field Mapping.
  7. Update the Instance URL with the ticketing technology provider server and port details.
  8. To add or delete mapped field values, click Click { } to open the JSON editor, and modify Vendor Field Mapping and Display Field Mapping.

    1. If required, update the existing Vendor Field Mapping. 

      Vendor field mapping defines how BMC Helix Multi-Cloud Broker maps BMC Helix ITSM fields to vendor ticket fields.
      vendorMapping.png

    2. If required, update the existing Display Field Mapping.

      Display field mapping defines how vendor ticket fields map to the fields on the Smart IT console.
      displayMapping.png

  9. From the Integration Platform list, select Integration Service.

To configure connectors for integrating BMC Helix ITSM and Rally Software 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 Rally Software


ITSM

  • 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.


Multi-Cloud
  • 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 reauthenticate.PNGto 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.


CA Agile Central

  • Configuration

    Field

    Value

    Name

    Enter a name for the connector configuration.

    Site

    For an on-premises Rally Software 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 Rally Software server.

    CA Agile Central server Port:

    Enter the port number of the Rally Software server.

    Protocol

    Enter the protocol.

  • Account
    • Add the account of a Rally Software user who can view and update issues.


SMTP Email

  • Configuration
    To send email notifications for errors, specify values for the following fields:

    Field

    Value

    Name

    Enter a name for the connector configuration.

    Site

    Select the appropriate site for your email server.

    Connection type

    Select the type of connection for your email server.

  • Account
    Add an email account to be used for sending error notifications.

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

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.

    FlowScreen.png

  3. To create a copy of the flow template, click useThisFlow.PNG.
    AfterUseFlowclick.png

  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 Rally Software


Create DevOps Incident
  • 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.


Sync Agile Central Defect
  • 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.


Sync Agile Central User Story
  • 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.


Create Incident Activity Note

  • 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.


Create Incident Activity Note with Author (Remedy 9.1.06 or later)

  • 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.

To define connector targets to enable DevOps between Rally Software and BMC Helix 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.

WarningDo not delete the out-of-the-box connector targets.
  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 icon_newConnector.png 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.

List of connector targets for integration with Rally Software


Connector Process Remedy ITSM

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


MCSM Agile Central

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

When you complete the configuration for all the components, verify that the tickets are being brokered from BMC Helix ITSM to Rally Software.

Related topic

Configuring-BMC-Helix-Multi-Cloud-Broker