Synchronizing incidents with Jira Service Management tickets via BMC Helix iPaaS, powered by Jitterbit

The following image gives an overview of the capabilities that this integration supports:

This integration provides the following capabilities:

The following image is an example of the Jira Service Management request details displayed in the corresponding BMC Helix ITSM incident:

Jira Service Management to BMC Helix ITSM data flows

The following image gives an overview of the data flow for creating a BMC Helix ITSM incident from a Jira Service Management ticket:

The following image gives an overview of the data flow for updating a BMC Helix ITSM incident and synchronizing status and comments from a Jira Service Management ticket:

BMC Helix ITSM to Jira Service Management data flow

The following image gives an overview of the data flow for creating a Jira Service Management ticket from a BMC Helix ITSM incident:

The following image gives an overview of the data flow for updating a Jira Service Management ticket from a BMC Helix ITSM incident and synchronizing comments between them:

Before you begin

You require the following items to successfully set up and use this integration: 

Task 1: To configure the integration

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. Click Settings .
5. Select Start Here > Quick Configuration Guide.
   The Quick Configuration Guide page is displayed.

6. In the Step 1: Choose configuration tab, perform any of the following steps:

   Important

   In Choose Configuration, Helix iPaaS (powered by Jitterbit) is selected by default. Do not change this value.

   • To consolidate tickets from Jira Service Management to BMC Helix ITSM, under Ticket Consolidation, select Jira Service Management Ticket to ITSM Incident, and click Next.
     
   • To broker incidents from BMC Helix ITSM to Jira Service Management, under Ticket Brokering, select ITSM Incident to Jira Service Management Ticket, and click Next.
     
7. In the Step 2: Perform configurations tab, perform the following steps:
   1. Add an operating organization, if you have not already done so.
   2. Add Atlassian as the vendor organization, if you have not already done so.
   3. To add the vendor metadata, click Map vendors and perform the following steps:
      1. On the Map Vendors page, click Map Vendor.

      2. Complete the fields as described in the following table:

         Field	Action
         Description	Enter a description for the vendor metadata configuration.
         Ticketing Technology Provider	From the list, select Jira Service Desk.
         Instance Name	You need not enter any value.
         Add Mapping	After you select the ticketing technology provider, click Add Mapping. BMC Helix Multi-Cloud Broker displays the default values in the Instance URL field and the Display Field Mapping section.
         Instance URL	Update the Jira Service Desk host name with the host name of the server, and the port, if it exists.
         Vendor Field Mapping	To directly synchronize data between BMC Helix ITSM and Jira Service Management, only update the mappings in the Remedy to Vendor Sync Fields and Vendor to Remedy Sync Fields sections.
         Display Field Mapping	By default, the basic Jira Service Management fields are mapped in this section. If you want to map additional fields to display in the BMC Helix ITSM UI, add the relevant mappings by clicking .
         Enable Local ITSM Communication	By default, this toggle key is enabled.  If you want to use BMC Helix Integration Service as the underlying integration platform, disable this toggle key.
         Resolve Incident Ticket When Vendor Closes It	By default, this toggle key is enabled.  This ensures that when a Jira Service Management request is closed, the corresponding incident is also closed.

      3. Click Save.
   4. To fetch incidents from BMC Helix ITSM, click Define filter criteria to fetch records from ITSM to Helix Multi-Cloud Broker for incident, and perform the following steps:
      1. To select the filter criteria, click Advanced filter.
         
         
      2. Select the filters from the available fields, and click Next.
         The query filter expression is displayed. By default, the AND qualifier is applied when you select multiple filter criteria.

      3. To change the qualifier for your filters, update the query, and then click Save. 
         

         Important

         Make sure that you enter a valid query with available fields and values.

         
         

      4. Click Close.
         When an incident matches the operation and filter that you have selected, the system fetches that incident to BMC Helix Multi-Cloud Broker.
   5. In the Configure JIRA Service Desk integration section, refer the configuration steps listed and select the check boxes as you complete each step.
   6. Click Save.

Task 2: To download and import the integration template project file

1. Download the Sync BMC Helix ITSM incident and Atlassian Jira issue Update 2024-05-01 file. 

   This file contains the BMC Helix iPaaS Studio project Broker incidents between BMC Helix ITSM and Jira Service Management.

   Important

   Your ability to access product pages on the EPD website is determined by the license your company purchased.

2. Log in to BMC Helix iPaaS and navigate to Cloud Studio.
3. Select your organization.
4. On the projects page, click Import.
5. Click Browse and then select the Broker incidents between BMC Helix ITSM and Jira Service Management.json file that you downloaded.
   The Project Name and Organization fields are automatically populated. The default project name is displayed. You can change the project name.
6. From the Environment list, select the environment to which you want to import this integration template, and click Import.
   The project opens after the integration template is imported. 
7. To open the project file at a later time, select the environment where the integration templates are available, select the project name, and click View/Edit.

Task 3: To update the project variables for the integration template

1. Next to the Environment name, click the ellipsis ... and select Project Variables.
   
2. Update the project variables as described in the following tables:

   • BMC Helix iPaaS variables: 
     

     Project variable	Action
     BHIP_API_NAME	Enter the name for the API that is created in BMC Helix iPaaS to receive BMC Helix Multi-Cloud Broker webhook requests. The default value of this variable is set to BMCHelixITSMAndJiraServiceIssue. If required, you can change the name.
     BHIP_API_User_Roles	Enter comma-separated values of the user roles assigned for the BMC Helix iPaaS API. Only a user with these roles can access the APIs. Leave this value blank to restrict access only to administrators.
     BHIP_MCB_API_Profile_User_Name	Enter the user name that should be used while creating the BMC Helix Multi-Cloud Broker API profile. The integration template creates an API in BMC Helix iPaaS to handle requests from BMC Helix Multi-Cloud Broker.
     BHIP_MCB_API_Profile_User_Password	Enter the password that should be used while creating the BMC Helix Multi-Cloud Broker API profile. The integration template creates an API in BMC Helix iPaaS to handle requests from BMC Helix Multi-Cloud Broker.
     BHIP_Vendor_API_Profile_Type	The default value of this variable is APIKEY.
     BHIP_Vendor_API_Profile_User_Name	Enter the user name for the security profile that you want to use with the Jira Service Management API.  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 the password for the security profile that you want to use with the Jira Service Management API.  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	The default value of this variable is apiKey. If required, you can change the value.
     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.
     BHIP_User_Name	Enter the user name for the BMC Helix iPaaS instance.
     BHIP_User_Password	Enter the password for the BMC Helix iPaaS instance.
     Enable_BMC_Helix_To_Vendor_Integration	Enable the creation and updates of Jira Service Management tickets from BMC Helix ITSM incidents. By default, this variable is set to true. If you want to disable updates of Jira Service Management tickets, set the default value to false.
     Enable_Vendor_To_BMC_Helix_Integration	Enable the creation and updates of BMC Helix ITSM incidents from Jira Service Management tickets. By default, this variable is set to true. If you want to disable updates of BMC Helix ITSM incidents, set the default value to false.

   • Jira Service Management project variables:

     Project variable	Action
     Jira_Host	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_JQL_Query	Enter the JQL query value that you want to use in the Jira webhook configurations. You can create the query in Jira Service Management and enter that query in this variable.
     Jira_User_Name	Enter the user name for accessing Jira.
     Jira_User_Password	Create an API token in Jira and use that token in this variable.
     JSD_Request_Type	Enter the type of request that you want to use when creating a Jira Service Management request. Get the request type from Jira Service Management and enter that type in this variable; for example, enter Get IT help.
     JSD_Service_Desk	Enter the name of the service desk project where you want to create the request.

   • BMC Helix Multi-Cloud Broker project variables:

     Project variable	Action
     MCB_Host	Enter the BMC Helix Multi-Cloud Broker host URL to which Jira Service Management requests should be synchronized. Important: Make sure that you do not enter any leading and trailing spaces.
     MCB_User_Name	Enter the user name that enables users to interact with BMC Helix Multi-Cloud Broker.
     MCB_User_Password	Enter the password for the provided username.
     MCB_Vendor_Name	Enter the value in the following format for multiple instances of Jira Service Management: Jira Service Management.<Instance name> The instance name in the format is the name you entered in the Instance Name field while configuring vendor metadata.
     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 Service Management 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 for which a corresponding Jira ticket should be created: User Service Restoration User Service Request Infrastructure Restoration Infrastructure Event Security Incident The default value of this variable is set to User Service Restoration.

Task 4: To map the priority, severity, and status values between BMC Helix Multi-Cloud Broker and Jira Service Management

1. Select the Components tab in the project, and search for Jira to MCB Fields Mapping. 

   Important

   Update the Jira To MCB Fields Mapping script to map the fields in Jira Service Management with the available field value IDs.

2. Next to Jira to MCB Fields Mapping, click the ellipsis ...  and select View/Edit.

3. Update the script to map the field value IDs in BMC Helix Multi-Cloud Broker with the available Jira ticket values for priority, severity, and status. 
   The following script is an example of available mappings. Update the Jira ticket values based on the values available in your Jira Service Management instance.

   <trans>
   WriteToOperationLog("Defining Jira to MCSM fields mapping");
   
   // Declare MAP
   $jiraToMcsmMap = Dict();
   
   If($JIRA_INSTANCE_TYPE == "CLOUD",
   // Declare Priority MAP
   $jiraToMcsmMap["Priority"] = Dict();
   $jiraToMcsmMap["Priority"]["Highest"] = "Critical";
   $jiraToMcsmMap["Priority"]["High"] = "High";
   $jiraToMcsmMap["Priority"]["Medium"] = "Medium";
   $jiraToMcsmMap["Priority"]["Low"] = "Low";
   $jiraToMcsmMap["Priority"]["Lowest"] = "Low";
   $jiraToMcsmMap["Priority"][""] = "Low";
   
   // Declare Urgency Map
   $jiraToMcsmMap["Urgency"] = Dict();
   $jiraToMcsmMap["Urgency"]["Highest"] = "1-Critical";
   $jiraToMcsmMap["Urgency"]["High"] = "2-High";
   $jiraToMcsmMap["Urgency"]["Medium"] = "3-Medium";
   $jiraToMcsmMap["Urgency"]["Low"] = "4-Low";
   $jiraToMcsmMap["Urgency"]["Lowest"] = "4-Low";
   $jiraToMcsmMap["Urgency"][""] = "4-Low";
   
   // Declare Impact Map
   $jiraToMcsmMap["Impact"] = Dict();
   $jiraToMcsmMap["Impact"]["Highest"] = "1-Extensive/Widespread";
   $jiraToMcsmMap["Impact"]["High"] = "2-Significant/Large";
   $jiraToMcsmMap["Impact"]["Medium"] = "3-Moderate/Limited";
   $jiraToMcsmMap["Impact"]["Low"] = "4-Minor/Localized";
   $jiraToMcsmMap["Impact"]["Lowest"] = "4-Minor/Localized";
   $jiraToMcsmMap["Impact"][""] = "4-Minor/Localized";
   );
   
   /*
    If($JIRA_INSTANCE_TYPE == "OnPrem",
   // Declare Priority MAP
   $jiraToMcsmMap["Priority"] = Dict();
   $jiraToMcsmMap["Priority"]["Highest"] = "Critical";
   $jiraToMcsmMap["Priority"]["High"] = "High";
   $jiraToMcsmMap["Priority"]["Medium"] = "Medium";
   $jiraToMcsmMap["Priority"]["Low"] = "Low";
   $jiraToMcsmMap["Priority"]["Lowest"] = "Low";
   $jiraToMcsmMap["Priority"][""] = "Low";
   
   // Declare Urgency Map
   $jiraToMcsmMap["Urgency"] = Dict();
   $jiraToMcsmMap["Urgency"]["Highest"] = "1-Critical";
   $jiraToMcsmMap["Urgency"]["High"] = "2-High";
   $jiraToMcsmMap["Urgency"]["Medium"] = "3-Medium";
   $jiraToMcsmMap["Urgency"]["Low"] = "4-Low";
   $jiraToMcsmMap["Urgency"]["Lowest"] = "4-Low";
   $jiraToMcsmMap["Urgency"][""] = "4-Low";
   
   // Declare Impact Map
   $jiraToMcsmMap["Impact"] = Dict();
   $jiraToMcsmMap["Impact"]["Highest"] = "1-Extensive/Widespread";
   $jiraToMcsmMap["Impact"]["High"] = "2-Significant/Large";
   $jiraToMcsmMap["Impact"]["Medium"] = "3-Moderate/Limited";
   $jiraToMcsmMap["Impact"]["Low"] = "4-Minor/Localized";
   $jiraToMcsmMap["Impact"]["Lowest"] = "4-Minor/Localized";
   $jiraToMcsmMap["Impact"][""] = "4-Minor/Localized";
   */
   </trans>

   Important

   • For the Cloud instances of Jira, update the priority mappings in the first instance of the //Priority mapping section, after If($JIRA_INSTANCE_TYPE == "CLOUD",
   • For the on-premises instances of Jira, update the priority mappings in the second instance of the //Priority mapping section after If($JIRA_INSTANCE_TYPE == "CLOUD",
   • You must define separate templates for Cloud and on-premises instances of Jira.
   • BMC Helix ITSM defines a workflow for the status transition of the ticket. For status transition synchronization to work, ensure that the status transitions defined in Jira Service Management for the mapped values apply the same restrictions.
4. Click Test to validate your mappings, and correct any issues.
5. Click x to save your changes.

Task 5: To deploy and enable the project

Deployment is a one-time activity that initializes the integration configurations. The UI displays a message for the deployment status.

To deploy the project and then enable the integration:

1. To deploy the project, next to the project name, click the ellipsis ..., and select Deploy Project.
2. To enable the integration, next to the Enable Integrations operation, under 2.0 Integrations workflow, click the ellipsis ..., and select Run.

The following image shows the steps to deploy the project and enable it by deploying the workflow:

After you enable the integration, when a ticket is created in Jira Service Management, a corresponding incident is created in BMC Helix ITSM, and the converse is true. Any updates made to the Jira Service Management ticket are synced with the BMC Helix ITSM incident, and the converse is true. 

(Optional) Task 6: To set the time for API debug mode

By default, the debug mode is set to 2 hours after you run the integration. Debug logs are updated for the time set for the debug mode. To increase the debug mode for a longer period of time, perform the following steps:

1. In BMC Helix iPaaS, select API Manager > My APIs.
2. Open any of the following APIs:
   • BMC_Helix_ITSM_And_Jira_Service_Issue_MCB_To_Vendor—This API creates a Jira Service Management request from a BMC Helix ITSM incident.
   • BMC_Helix_ITSM_And_Jira_Service_Issue_Vendor_To_MCB—This API creates a BMC Helix ITSM incident from a Jira Service Management request.
3. Select Enable Debug Mode Until: and set it for the required date and time.
4. Save and publish the API.

(Optional) Task 6: To map a custom field between BMC Helix ITSM and Jira Service Management

You can map custom fields between BMC Helix ITSM and Jira Service Management. To learn about the steps to map the custom fields, see Synchronizing-custom-field-values-for-integrations.

(Optional) Task 7: To synchronize worklogs before a ticket is brokered

1. Log in to Developer Studio.
2. Expand the server that you are using.
3. Select All Objects > Filters.
4. Open the HPD:INC:MCSM_Set_Share_WorkLog_With_Vendor filter.
5. In Execution Options, from the State list, select Enabled.
6. Save the changes.

To display worklogs in ascending order

1. Log in to Developer Studio.
2. Expand the server that you are using.
3. Select All Objects > Forms.
4. Open the HPD:WorkLog form.
5. Select Definitions > Sort.
6. In Sorted Fields, for Work Log Submit Date, in Sort Order, select Ascending.
7. Save the changes.