This documentation supports the 23.3 and consecutive patch versions of BMC Helix Multi-Cloud Broker.To view an earlier version, select the version from the Product version menu.

Reference for integration between BMC Helix ITSM incidents and Jira issues by using BMC Helix iPaaS

You can integrate BMC Helix ITSM with Jira to synchronize incidents between the two applications. When an incident is created in BMC Helix ITSM, a corresponding incident is created in Jira, and the converse is true. You can also synchronize comments and data between the two incidents.

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

Related topic

Synchronizing-incidents-with-Jira-issues-via-BMC-Helix-iPaaS-powered-by-Jitterbit

List of project variables

  • BMC Helix iPaaS variables:

    Project variable

    Action

    BHIP_API_NAME

    The integration template creates an API  in the BMC Helix iPaaS API Manager to handle requests from BMC Helix Multi-Cloud Broker and Jira.

    Enter a prefix for the webhook APIs created in the BMC Helix Multi-Cloud Broker API Manager.

    BHIP_API_User_Roles

    Enter comma-separated values of the organization roles assigned for the BMC Helix iPaaS API; for example: Admin, User. Only a user with these roles can access the APIs.

    Important:

    If you do not specify any value, all the organization roles get access to the new API.

    BHIP_MCB_API_Profile_User_Name

    The integration template creates the API in the BMC Helix iPaaS API Manager API to handle requests from BMC Helix Multi-Cloud Broker.

    Enter a user name to create and access the BMC Helix Multi-Cloud Broker API security profile.

    BHIP_MCB_API_Profile_User_Password

    Enter a password for the BMC Helix Multi-Cloud Broker security profile.

    BHIP_Vendor_API_Profile_Type

    The security profile type defines the authentication type used by the Jira webhook API to access the BMC Helix iPaaS API, and is added in the BMC Helix iPaaS API Manager. 

    Enter one of the following values:

    • BASIC
    • ANONYMOUS
    • APIKEY

    The default value is APIKEY.

    Important:

    For profile types supported by the application, the integration template automatically creates the security profiles when you enable the integration. 

    BHIP_Vendor_API_Profile_User_Name

    The integration template creates an API in the BMC Helix iPaaS API Manager to handle requests from Jira. The API is created and accessed by using security profile credentials which the integration template includes in the webhook created in Jira. Jira uses the credentials to communicate with the API. 

    Enter the user name for the Jira API security profile. 

    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_User_Password

    Enter a password for the Jira API security profile.

    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

    Change the default value of this variable, if required.

    The default value is apiKey.

    BHIP_Host

    Enter the BMC Helix iPaaS instance URL where you want to run this project.

    Important:

    Make sure that you do not enter any leading and trailing spaces in the URL.

    BHIP_User_Name

    Enter the login ID to access the BMC Helix iPaaS instance.

    Important:

    The BMC Helix iPaaS login credentials are required to create the API in BMC Helix iPaaS by using RestAPI. The credentials are required because BMC Helix iPaaS does not provide the login status of a user.

    BHIP_User_Password

    Enter the password for the login ID.

    Enable_BMC_Helix_To_Vendor_Integration

    Enable the creation of Jira issues from BMC Helix ITSM incidents, and synchronization of updates and comments.

    By default, this variable is set to true.

    If you want to disable the creation of Jira issues from BMC Helix ITSM incidents, and synchronization of updates and comments, set the value to false.

    Enable_Vendor_To_BMC_Helix_Integration

    Enable the creation of BMC Helix ITSM incidents from Jira issues, and synchronization of updates and comments.

    By default, this variable is set to true.

    If you want to disable the creation of BMC Helix ITSM incidents from Jira issues, and synchronization of updates and comments, set the value to false.

  • Jira project variables: 

    Project variable

    Action

    Jira_Host_URL

    Enter the host URL of the Jira instance in the following format:

    [http/https]://[hostname]:[port]

    Important: Make sure that you do not enter any leading and trailing spaces.

    JIRA_INSTANCE_TYPE

     Select one of the following instance types from the list:


      • Jira Cloud: Connect to Jira Software Cloud.
      • Jira on-premises: Connect to Jira Server or Jira Data Center.

    Jira_User_Name

    Enter the user name to access Jira.

    Jira_User_Password

    Enter the Jira API Token as the password for the user name that you have entered.

    Jira_JQL_Query

    Enter a JQL query in "" to specify the Jira issues for which BMC Helix ITSM incidents should be created.

    For example, specify "Priority=High" so that the Jira issues with High priority are brokered to BMC Helix ITSM.

    Important:


      • Enter a value for this variable only if you are implementing the Jira to BMC Helix ITSM use case.
      • Do not include a project condition in this variable.

    Jira_Query_Project_Keys

    Enter the Jira project key from which you want to filter Jira issues to broker to BMC Helix ITSM. You can add multiple project keys by specifying comma separated values. For example, JiraProject1, JiraProject2. 

    Important:

    While adding a value in this variable, make sure that you include the project key specified in the Jira_Create_Issue_Project_Key variable. This enables the synchronization of incidents that are brokered from BMC Helix ITSM to Jira.

    Jira_Create_Issue_Project_Key

    Enter the Jira project key under which you want to create a Jira issue from a BMC Helix ITSM incident; for example, if you specify MCB as the project key, when an incident is created in BMC Helix ITSM, a corresponding Jira issue is created under the Jira project with the specified key.

    Important:

    You can also specify the Jira project key by mapping a BMC Helix Multi-Cloud Broker field that contains the project key with the key field in the target application.

    To do this action, in the MCB Incident to Jira Issue workflow, update a transformation by deleting the existing mapping in the key field and then mapping it with the BMC Helix Multi-Cloud Broker field in the project element.

    Refer to the following image and perform the steps in the given sequence to map the fields:

    21.05_Dynamic project key mapping_incident.png

  • BMC Helix Multi-Cloud Broker  project variables:

    Project variable

    Action

    MCB_Host

    Enter the BMC Helix Multi-Cloud Broker host URL to which Jira issues should be synchronized in the following format:

    [http/https]://[hostname]:[port]

    Important:

    Make sure that you do not enter any leading and trailing spaces in the URL.

    MCB_User_Name

    Enter the login ID to access BMC Helix Multi-Cloud Broker.

    MCB_User_Password

    Enter the password for the provided login ID.

    MCB_Vendor_Name

    Enter the value in the following format for multiple instances of Jira,:

    JIRA.<Instance name>

    The instance name in the format is the name that you entered in the Instance Name field while configuring vendor metadata.

    MCB_Field_ID_For_Jira_Issue_Type

    Enter the BMC Helix Multi-Cloud Broker field ID that contains the value for determining the Jira issue type during BMC Helix Multi-Cloud Broker to Jira operations.

    The default value of this field is 1000003890 which is mapped with the Resolution Category Tier 3 field in the incident record. If you use any other field from the incident record to contain the Jira issue type, enter the ID of that field in this variable.

    Important: If this variable is blank, by default, a Jira story is created.

    MCB_Assigned_Group

    Enter the name of the support group to which you want to assign the incident.

    MCB_Assigned_Support_Organization

    Enter the name of the support organization to which you want to assign the incident.

    MCB_Assigned_Support_Company

    Enter the name of the support company to which you want to assign the incident.

    MCB_Assigned_Company

    Enter the name of the company for which you want to create the incident.

    MCB_Assigned_Company_Id

    Enter the ID of the company for which you want to create the incident.

    MCB_Assigned_Business_Unit

    Enter the name of the business unit to which you want to assign the incident.

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

    Project variable

    Action

    ITSM_Company_Name

    Enter the company name for which the integration template needs to be run; for example, Apex Global.

    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 for the corresponding Jira issue:

    • User Service Restoration
    • User Service Request
    • Infrastructure Restoration
    • Infrastructure Event
    • Security Incident

    By default, this variable is set to User Service Restoration.

 

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