Creating Rally Software issues from incidents via BMC Helix Integration Service

BMC Helix Multi-Cloud Brokerhelps facilitate DevOps practices in organizations using multiple tools. You can integrate BMC Helix Multi-Cloud Brokerwith 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 ITSMincident 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 Setting-up-and-going-live tasks before you configure the integration.

To select the integration option for DevOps between Rally Software and BMC Helix ITSM

Log in to BMC Helix Innovation Studio.
On Workspace, click Multi-Cloud Broker.
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.
To open the configuration page, click Settings .
Select Start Here > Quick Configuration Guide.
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.

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 Setting-up-and-going-live.
To add or update the vendor mapping, on the Perform configurations tab, click Manage Vendor Metadata.
On the Configure Vendor Metadata page, click to open the Map New Vendor page.
Enter a Description that makes it easy for you to identify the vendor metadata configuration.

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

Click Add Mapping.
BMC Helix Multi-Cloud Broker displays the default Instance URL, Vendor Field Mapping, and Display Field Mapping.
Update the Instance URL with the ticketing technology provider server and port details.
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.
2. If required, update the existing Display Field Mapping.
  Display field mapping defines how vendor ticket fields map to the fields on the BMC Helix ITSM UI.
From the Integration Platform list, select Integration Service.

To configure connectors for integrating BMC Helix ITSMand 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.

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.
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.
To update the configuration defaults, enter the appropriate field values by referring to the list of connectors at the end of this procedure.
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 BMC Helix 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 BMC Helix ITSM user account that has permission to view business service requests and permissions to update incidents, change, or problem requests.

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.

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 to re-authenticate after you have changed the password for your tenant administrator user account in BMC Helix Multi-Cloud Broker.
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.

To navigate to BMC Helix Integration Studio, 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.
To open the flow template page, on the Catalog tab in Integration Studio, click the flow you want to configure.
To create a copy of the flow template, click .
Select the appropriate accounts for the end-point connectors of the selected flow.
You specify the connector accounts when configuring connectors.
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.
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.
Click My Flows and select the flow that you created from the flow template.
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:

BMC Helix Multi-Cloud Broker 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	The 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	The incident ID is included in the Summary and also added as a label on the issue.
	State	The 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 fields from BMC Helix ITSM, for example, the Resolution Category Tier 2 field. Then, you can use the transformation option to map different BMC Helix ITSM Services to different technology services.

Sync Agile Central Defect

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
Important
You can change the out-of-the-box field mapping for the Status field.
However, BMC recommends that you retain the existing mapping.

Field	Value
Vendor	Agile Central
Vendor Ticket Id	ObjectID
Vendor Ticket Properties	Retain out-of-the-box properties 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
Important
You can change the out-of-the-box field mapping for the Status field.
However, BMC recommends that you retain the existing mapping.

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

Create Incident Activity Note

Trigger
Field
Value
Shared with Vendor
True

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

Important

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

Important

You can change the out-of-the-box field mapping for the text field. By default, the 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.

Warning

Do not delete the out-of-the-box connector targets.

To navigate to BMC Helix Innovation Studio, 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.
Click the connector target you want to configure or click to configure a new connector target.

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 Studio.

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

Creating Rally Software issues from incidents via BMC Helix Integration Service

Before you begin

To select the integration option for DevOps between Rally Software and BMC Helix ITSM

To map Rally Software vendor data to BMC Helix ITSM

To configure connectors for integrating BMC Helix ITSMand Rally Software with BMC Helix Multi-Cloud Broker

List of connectors for integration with Rally Software

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

List of flows for integration with Rally Software

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

List of connector targets for integration with Rally Software

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