Synchronizing incidents with Jira Service Management tickets via BMC Helix Integration Service

Before you begin

Complete all Setting-up-and-going-live tasks before you configure Jira Service Management integration.

To select the integration option for Jira Service Management

1. Log in to BMC Helix Innovation Studio.
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 .
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. Based on how you want to create an incident, select one of the following options and click Next:

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    • To create an incident from Jira Service Management to BMC Helix ITSM, under Ticket Consolidation, select Jira Service Desk to Remedy Incident.
    • To create an incident from BMC Helix ITSM to Jira Service Management, under DevOps Integration, select ITSM Incident to Jira Service Desk Request.

The Perform configurations tab displays a list of the common configurations, connectors, flows, connector targets, and processes that you need to configure as described in the next tasks. 

To map Jira Service Management 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 Setting-up-and-going-live.
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  to open the Map New Vendor page.
   
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.
      

   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.
      

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

To configure connectors for integrating BMC Helix ITSM and Jira Service Management 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 Jira Service Management

To configure flow triggers and field mappings between BMC Helix ITSM, BMC Helix Multi-Cloud Broker, and Jira Service Management

For each feature you selected, complete this procedure for the flows listed on the Configuration Links page.

1. 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.

2. To open the flow template page, on the Catalog tab in Integration Studio, click the flow you want to configure.

   

3. To create a copy of the flow template, click .
   
   
   
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 Jira Service Management

To update connector targets for Jira Service Management integration

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.

1. 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.
2. Click the connector target you want to configure or click 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 Jira Service Management

When you complete the configuration for all the components, verify that incidents are being brokered from Jira Service Management to BMC Helix ITSM.

To enable mapping between BMC Helix ITSM fields and custom fields created in Jira Service Management

You can send and receive the value of custom fields created in Jira Service Management from a field in BMC Helix ITSM by updating the Jira Service Desk connector, flow and vendor data configuration.

1. Create a custom field in Jira Service Management.
   1. Log in to Jira Service Management and add the custom fields that you need. 
   2. Ensure that the custom fields are available on all the screens and issue types that you want to integrate with. 
2. Synchronize the Jira Service Desk connector.
   1. Log in to BMC Helix Integration Studio.
   2. Navigate to Catalog and click Connectors.

   3. Select the Jira Service Desk connector and click Custom Fields in the Configuration pane.

      You might need to click the arrow on the ribbon in the lower section of the screen to open the Configuration pane.

   4. Select the connector configuration that you want to update for custom fields and click Generate or Re-Generate.

      

3. Update the Sync JIRA Service Desk Issue flow to synchronize the new field.
   1. Get the internal ID from Jira Service Management for your custom fields:
      1. Run echo -n username:password| base64 
         to generate base64 encoded string for subsequent requests.

      2. Run wget --no-check-certificate --header='X-Requested-With: XMLHttpRequest' --header='Authorization: Basic [base64 encoded username:password]' --output-document applications.json 'https://[host]/api/v1.0/apps/search?lower_case_name=[connector name]'

         This command creates applications.json file that contains response from the Integration Service. Copy value from id field from the json file and use it in the application Id field in the next command. Find from the list of appConfig your configuration by name and copy value from the Id field. Use the value that you have copied in the configuration Id field in the next command.

      3. Run wget --no-check-certificate --header='X-Requested-With: XMLHttpRequest' --header='Authorization: Basic [base64 encoded username:password]' --output-document app_triggers.json 'https://[host]/api/v1.0/apps/[application Id]/configs/[configuration Id]/triggers'

         This request creates  app_triggers.json file with available triggers. Each trigger object contains a fields field that is an array of available fields. Copy value from systemName field. Use this value in step f.

      4. Run wget --no-check-certificate --header='X-Requested-With: XMLHttpRequest' --header='Authorization: Basic [base64 encoded username:password]' --output-document app_actions.json 'https://[host]/api/v1.0/apps/[application Id]/configs/[configuration Id]/actions'

         This request creates  app_actions.json  file with available actions. Each action object contains a fields field that is an array of available fields. Copy the value of systemName field. These fields can be used as Vendor field mapping properties.

   2. Log in to BMC Helix Integration Studio.
   3. Navigate to My Flows and select the Sync JIRA Service Desk Issue flow.
   4. On the Details tab, click Field Mapping, and locate Vendor Ticket Properties.

   5. Click Add Property for each field that you want to use. 

      

   6. Enter the systemName field and select the field in which the value of the custom field needs to be populated.

      

4. To display the custom field, update Display Mapping in Vendor Data configuration.
   1. Log in to BMC Helix Multi-Cloud Broker and click Settings  .
   2. Navigate to Configure Vendors > Map Vendors.
   3. Select the Jira Service Management metadata that you want to update and click Edit.
      

   4. Add the vendor specific values, if required, for the custom fields.

      • Vendor Field Mapping defines how BMC Helix Multi-Cloud Broker maps BMC Helix ITSM fields to vendor ticket fields. 

        

      • Display Field Mapping defines how the vendor ticket fields map to the fields on the BMC Helix ITSM console.

        

      The configuration enables you to send data from the custom Jira Service Management field to the BMC Helix ITSM field mapped in Vendor Field Mapping.

To sync the values of mapped fields between Jira Service Management and BMC Helix ITSM

You can configure the prebuilt integration between Jira Service Management and BMC Helix ITSM to automatically update the values of fields mapped between Jira Service Management and BMC Helix ITSM in the applications, instead of adding them as a comment. If you update the value of a mapped field in one application, the value is automatically updated in the other application. For example, after brokering the incident, the initial value of the Status field in Jira Service Management and BMC Helix ITSM incidents is In Progress. Now, when you update the status of the Jira Service Management incident to Closed, the status of the BMC Helix ITSM incident is automatically updated to the same status.

To update the Jira Service Management field value when the BMC Helix ITSM field value is changed

You must first map the BMC Helix ITSM and Jira Service Management fields that you want to keep in sync in the Jira Service Management Vendor Field Mapping.  Then, configure the flows required to update the value of the Jira Service Management fields. 

The following table lists the steps that you must perform to update a Jira Service Management field value when a BMC Helix ITSM field value is changed:

To update the BMC Helix ITSM value when the Jira Service Management field value is changed

You must first map the Jira Service Management and BMC Helix ITSM fields that you want to keep in sync in the Jira Service Management Vendor Field Mapping.  Then, configure the flows required to update the value of the BMC Helix ITSM fields. 

The following table lists the steps that you must perform to update a BMC Helix ITSM field value when a Jira Service Management field value is changed:

To store custom field values in BMC Helix ITSM or Jira Service Management

By enabling the custom field mapping with Jira Service Management, you can display the value of custom fields in the BMC Helix ITSM Ticket Details section. However, you can also store the custom field values in BMC Helix ITSM or Jira Service Management by modifying the required flow and connector process. To send the custom field values created in Jira Service Management to BMC Helix ITSM, perform the following task.

1. Create the custom field in Jira Service Management.
   1. Log in to Jira Service Management and add the custom fields that you need.
   2. Ensure that the custom fields are available on all the screens and issue types that you want to integrate with.
2. Create a similar custom field in the Incident record definition in the Ticket Brokering Library
   1. Login to BMC Helix Innovation Studio. 
   2. Go to Ticket Brokering Library > Incident.
   3. Click + New Field to create a new field.
3. Create a custom field in BMC Helix ITSM to store the custom field value from Jira Service Management.
4. Synchronize the Jira Service Desk connector.
   1. Log in to BMC Helix Integration Studio.
   2. Navigate to Catalog and click Connectors.

   3. Select the Jira Service Desk connector and click Custom Fields in the Configuration pane.

      You might need to click the arrow on the ribbon in the lower section of the screen to open the Configuration pane.

   4. Select the connector configuration that you want to update for custom fields and click Generate or Re-Generate.
5. Repeat step 4 for Multi Cloud and Helix ITSM connector.
6. Update the Create Incident from Jira Service Desk flow to send the value of the new custom field to BMC Helix ITSM.
   1. Login to BMC Helix Integration Studio.

   2. To create a flow from Jira Service Management to BMC Helix ITSM, if you do not have an existing flow, create Create Incident from Jira Service Desk flow from the template. 

      If you have an existing flow, refresh the schema to populate the Jira Service Management custom field in the flow mapping.

   3. Open the flow. Go to Details tab and click FIELD MAPPING to display the fields mapped to the flow.
   4. Find the custom field created in Ticket Brokering Library and map it to the custom Jira Service Management field.
7. Update the Connector Process ITSM to pass the value to BMC Helix ITSM.
   1. Login to BMC Helix Innovation Studio.
   2. Go to Ticket brokering library > Processes > Connector Process ITSM.
   3. Select Create Incident block.
   4. In Properties section, click Add/Remove parameters and select the custom field from BMC Helix ITSM you want to store the value into.
   5. Map the custom field to the field from the Ticket Brokering Library.
   6. Save the connector process.