Common flows content

A flow is a connection between two connectors that lets you accomplish a certain task. A triggering event in the source application causes an action to take place in the target application. When setting up BMC Helix Multi-Cloud Broker, as a tenant administrator, you must review the trigger conditions and field mappings defined for the flow, and update them if required.

While the process for configuring flows remains the same for all BMC Helix Multi-Cloud Broker features, each flow needs some service-provider-specific information to be set up.

• Trigger
  In the Service field, specify the name of the Remedy business service for incident brokering. Incidents will not be brokered as expected if you do not specify the Service.
  

  Important

  The business service is the Technology Provider value that you specified when you configured the vendor data.

• Field Mapping

  Do not change the value of the following out-of-the-box field mappings:

  Field	Value
  Company	Company
  Service	Service
  incidentNumber	Incident Number

  Important

  You can change the following out-of-the-box field mappings:

  • Summary
  • Priority

  However, we recommend that you retain the existing mappings. If you change the Priority field mapping, you need to set the transformations for source and target field values in the flow.

• 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

  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.

• 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

  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.

• Trigger

  Field	Value
  Broker Vendor Name	is not empty
  Is New Change Work Log With Authors	is true

• Field Mapping

  Do not change the following out-of-the-box field mappings.

  Field	Value
  post_type	comment#vendor
  ticketNumber	Change ID
  vendorTicketId	Broker Vendor Ticket ID
  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
  Author	Full name

  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.

  For more information about using this flow instead of Create Change Activity Note , see Updating flows.

• Trigger

  Field	Value
  Service	Specify the name of the Remedy Business Service for incident brokering in the Service field: . Important: Business Service is the value that you provide when specifying the Technology Provider while configuring vendor data
  Status	Set status to one of the following values: Resolved Closed Cancelled

• Field Mapping

  Do not change the following out-of-the-box field mappings.

  Field	Value
  Status	Status
  incidentNumber	Incident Number

• Trigger

  Field	Value
  Broker Vendor Name	is not empty
  Is New Change Work Log	is true

• Field Mapping

  Do not change the following out-of-the-box field mappings.

  Field	Value
  post_type	comment#vendor
  ticketNumber	Change ID
  vendorTicketId	Broker Vendor Ticket Id
  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.

• Trigger

  Field	Value
  Flow Target	Multi-Cloud

• Field Mapping

  Field	Value
  To	Enter the email account that will receive the error notification.
  Subject	Flow Title
  From Important: The value of this field is set to Integration Service.	NA

  Important

  You can change the following out-of-the-box field mappings:

  • Subject
  • From

  However, BMC recommends that you retain the existing mappings.
  

• Trigger

  Field	Value
  Broker Vendor Name	is not empty

  
  

• Field Mapping

  Do not change the following out-of-the-box field mappings.

  Field	Value
  post_type	comment#vendor
  ticketNumber	Problem ticket
  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.

• Trigger

  Field	Value
  Broker Vendor Name	is not empty

  
  

• Field Mapping

  Do not change the following out-of-the-box field mappings.

  Field	Value
  post_type	comment#vendor
  ticketNumber	Problem ID
  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
  Author	Full name

  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.

• Trigger

  Field	Value
  Broker Vendor Name	is not empty
  Is New Workorder Work Log	is true

• Field Mapping
  Do not change the following out-of-the-box field mappings.

  Field	Value
  post_type	comment#vendor
  ticketNumber	Work Order ID
  ticket_type	workorder
  vendorTicketId	Broker Vendor Ticket Id
  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.

• Trigger

  Field	Value
  Broker Vendor Name	is not empty
  Is New Workorder Work Log_People	is true

• Field Mapping
  Do not change the following out-of-the-box field mappings.

  Field	Value
  post_type	comment#vendor
  ticket_type	workorder
  ticketNumber	Work Order ID
  vendorTicketId	Broker Vendor Ticket ID
  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. The default value is set to Notes.

  However, BMC recommends that you retain the existing mapping.

• Trigger

  Field	Value
  Alert Type	Metric, Log, or Activity Log

• Field Mapping

  Do not change the following default field mappings.

  Field	Value
  Summary	Monitoring Service, Monitor Condition, and so on
  Priority	Monitoring Service, Monitor Condition, and so on
  Description	Description
  Urgency	Severity
  Incident Type	User Service Restoration
  Vendor Ticket Id	Short Alert Id

  Important

  While configuring Create Incident from Azure Alerts flow, you can extract the Azure asset name for which the alert is generated by mapping the LogAffected Configuration Item fields and Metric Condition Dimensions fields in the flow, and by adding transformations for the properties of these fields.

• Trigger

  Field	Value
  Condition is	Retain the webhook condition
  Source ID contains	Azure Alerts

• Field Mapping

  The following values are mapped out-of-the-box.

  Field	Value
  Parent Ticket Id	source ID
  Alert Id	Vendor Ticket Data
  Alert State	Status

• 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.

• 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.

• 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.

• Trigger

  Do not specify any trigger conditions.

• Field Mapping

  BMC Helix Multi-Cloud Broker fields	QRadar SIEM fields
  Summary	Description
  Priority	Severity
  Description	Description Magnitude
  Status Important: The value of this field is set to New.	NA
  Urgency	Severity
  Impact	Severity
  Incident Type Important: The value of this field is set to Infrastructure Event.	NA
  Vendor Important: The value of this field is set to QRadar.	NA
  Vendor Ticket Id	Offense Id

• Trigger

  Ensure that the status is set to open.

• Field Mapping

  BMC Helix Multi-Cloud Broker fields	QRadar SIEM fields
  Summary	Description
  Priority	Severity
  Description	Description
  Status Important: The value of this field is set to New.	NA
  Urgency	Severity
  Impact	Severity
  Incident Type Important: The value of this field is set to Security Incident.	NA
  Reported Source Important: The value of this field is set to Other.	NA
  Vendor Important: The value of this field is set to QRadar.	NA
  Vendor Ticket Id	Offense Id
  Webhook Condition Parameter Important: The value of this field is set to Remedy.	NA

• Trigger

  Do not change the out-of-the-box webhook trigger condition.

• Field Mapping

  QRadar SIEM fields	BMC Helix Multi-Cloud Broker fields
  Offense Id	associatedGUID
  Note Text	CommentText Important: To change the Note text, you can add conditional mapping in the flow.

• Trigger

  Do not specify any trigger conditions.

• Field Mapping

  BMC Helix Multi-Cloud Broker fields	QRadar SIEM fields
  Status	Status
  Vendor Important: The value of this field is set to QRadar.	NA
  Vendor Ticket Id	Offense Id
  Vendor Ticket Properties Important: Retain the out-of-the-box mappings	NA

• Trigger

  Field	Value
  Condition is Important: In this field, retain the webhook condition.	NA
  Include All Fields is	True
  Source ID contains	QRadar

• Field Mapping

  BMC Helix Multi-Cloud Broker fields	QRadar SIEM fields
  Vendor Ticket Id	Offense ID
  Not applicable	The status is set to Closed.

• Project
  To query for issues to send to BMC Helix ITSM , enter the name of the Jira projects.

• Trigger

  The trigger condition determines the qualification criteria to create a BMC Helix ITSM ticket. You can use any field in your trigger condition. A single issue in Jira can only be related to a single record in BMC Helix ITSM .

  Important

  If you are also creating Work Orders and Change Requests from Jira, make sure the trigger condition is unique to creating an incident.

• Field Mapping
  The default field mappings follow the best practices for mapping data from a Jira issue to a BMC Helix ITSM  Incident. You can change these mappings.

  BMC Helix ITSM field	Jira field	Additional information
  Priority	Priority	Default field mapping
  Summary	Issue Summary	Default field mapping
  Company		Out of the box, this field is mapped with the company created in BMC Helix Multi-Cloud Broker and BMC Helix ITSM. However, you can map any Jira field with a company value or build a transformation for any other field to set the company value. You must set the field to a value that matches the company you have created.
  Description	Issue Description	Default field mapping
  Customer First and Last Name		Map these fields to the Jira fields that map to users registered in BMC Helix ITSM. If you do not have fields in Jira that map to ITSM users, you can add a transformation or set predetermined values.
  Status		For new incidents that are created in the system, set New as the predetermined value.
  Urgency and Impact	Priority	Default field mapping
  Incident Type		By default, this field is set to User Service Restoration.
  Reported Source		By default, this field is set to Other.
  Vendor		Select the vendor name tied to this flow. If you are integrating with multiple instances of Jira, set this value to the vendor mapping defined for that instance of Jira.
  Vendor Ticket Properties		These properties are used by BMC Helix Multi-Cloud Broker to display Jira data in BMC Helix ITSM.

• Project 
  Enter the name of the Jira projects to query for issues to send to BMC Helix ITSM .

• Trigger 
  The trigger condition is an example of how to determine for which issue you should create an BMC Helix ITSM ticket. You can use any field in your trigger condition. A single issue in Jira can only be related to a single record in BMC Helix ITSM .

  Important

  If you are also creating Work Orders and Incidents from Jira, make sure the trigger condition is unique to creating a change.

• Field Mapping
  The default field mappings provided in the flow follow the best practices to map data from a Jira issue to Remedy Change Requests. You can change these mappings.
  The following values are mapped out-of-the-box:

  BMC Helix ITSM field	Jira field	Additional information
  Priority	Priority	Default field mapping
  Summary	Issue Summary	Default field mapping
  Company		Set this field to your BMC Helix ITSM company. You can map any Jira field with a company value or build a transformation for any other field to set the company value.
  Description	Issue Description	Default field mapping
  Change ID	Label	The Change ID is included as a part of the Summary.
  Customer First and Last Name		Map these fields to the Jira fields that map to users registered in BMC Helix ITSM. If you do not have fields in Jira that map to BMC Helix ITSM users, you can add a transformation or set predetermined values.
  Status		Set the value of the field for creating a change request using one of the following options: - Set a predetermined value - Add a transformation to set from a value in Jira - Leave it blank to use the BMC Helix ITSM status.
  Urgency and Impact	Priority	The default transformation sets the value in BMC Helix ITSM with the priority from Jira. You can change this transformation.
  Risk Level		By default, this value is set to Level 3. You can set this to an appropriate value based on the data in the issue.
  Class		By default, this value is set to Normal. You can set this to the appropriate value based on the data in the issue.
  Change Type		By default, this value is set to Change. You can set this to the appropriate value based on your business requirements.
  Vendor		Select the vendor name tied to this flow. If you are integrating with multiple instances of Jira, this value should be set to the vendor mapping defined for that instance of Jira.
  Vendor Ticket ID	Issue Key	Default field mapping
  Vendor Ticket Properties		These properties are used by BMC Helix Multi-Cloud Broker  to display the Jira data in BMC Helix ITSM .

• Trigger 
  You need to set a trigger condition for this flow to determine which change requests should be sent to Jira. For example, you can use the following triggers:
  • Categorization fields
  • Assignment of the change
  • Add a custom field as per your requirement

• Field Mapping 
  The following values are mapped out-of-the-box:

  BMC Helix ITSM field	Jira field	Description
  	Project	In the Vendor Field Mapping of the Map Vendor definition, the value of the Jira project is set under fields.project.name. By default, the project is set to MultiCloud. You should change this value to the appropriate project name. If you have a corresponding field in BMC Helix ITSM  for the project name: Change the project field type to dynamic. Select the Field ID on the BMC Helix Multi-Cloud Broker record definition of the field that stores the ITSM project value. Define the mapping from the ITSM value to the Jira value. You can add the transformations to select the appropriate project based on the value received from ITSM.
  Priority	Priority	The Vendor Field Mapping section in the Map Vendor definition defines the transformation from the BMC Helix ITSM priority field to the Jira priority field. Update the mapping in the flow to update the value transformation from BMC Helix ITSM  to Jira.
  Summary	Issue Summary	The Change ID is included as a part of the Summary.
  Categorization Tier 3	Issue Type	In the Vendor Field Mapping of the Map Vendor definition, the value of Issue Type is set under field.issuetype.name for the instance of Jira you are integrating with. Jira provides several issue types out of the box and also enables users to create their custom issue types. There are various options to indicate which issue type should be created. The example template uses the Categorization field to decide the issue type. Using the third tier of the change request categorization, we indicate which issue type to create in Jira. You can use other fields or transformations to create issue types in Jira. However, the value passed to the Issue Type must match the name of the issue.
  Description	Issue Description	Default field mapping
  Change ID	Label	The Change ID is included in the Summary and also added as a label on the issue.
  Technology Service		The Create DevOps Change flow can be used to send change requests 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. Target Values shows the list of vendor mappings that you add in the vendor metadata configuration earlier. For the Jira integration, from the Target Values list, select JIRA or the name of your Jira instance (if you have provided an instance in the vendor metadata configuration). This determines that the connector process is invoked in BMC Helix Innovation Studio  to create or update Jira issues. Use the  Source Fields option and map it to one of the existing fields from BMC Helix ITSM, for example, the Service field. Then, you can use the transformation option to map different BMC Helix ITSM Services to different technology services. For example, if the value of the BMC Helix ITSM Service field is Jira Service, then, add the data transformation to map Jira Service to JIRA or JIRA.InstanceName.

• Trigger 
  You need to set a trigger condition for this flow to determine which Incidents should be sent to Jira. For example, you can use the following triggers:
  • Operational or Product Categorization fields in BMC Helix ITSM
  • Assignment of the incident
  • Add a custom field as per your requirement.

• Field Mapping

  The following values are mapped out-of-the-box:

  BMC Helix ITSM field	Jira field	Additional information
  Project		In the Vendor Field Mapping of the Map Vendor definition, the value of the Jira project is set under fields.project.name. By default, the project is set to MultiCloud. You should change this value to the appropriate project name. If you have a corresponding field in BMC Helix ITSM  for the project name: Change the project field type to dynamic. Select the Field ID on the BMC Helix Multi-Cloud Broker record definition of the field that stores the BMC Helix ITSM project value. Define the mapping from the BMC Helix ITSM value to the Jira value. You can add the transformations to select the appropriate project based on the value received from BMC Helix ITSM .
  Priority	Priority	Default field mapping
  Summary	Issue Summary	The Incident ID is included as a part of the Summary.
  Resolution Category Tier 3	Issue Type	In the Vendor Field Mapping of the Map Vendor definition, the value of Issue Type is set under field.issuetype.name for the instance of Jira you are integrating with.Jira provides several issue types out of the box and also enables users to create their custom issue types. There are various options to indicate which issue type should be created. The example template uses the Categorization field to decide the issue type. Using the third tier of the incident request categorization, we indicate which issue type to create in Jira. You can use other fields or transformations to define this. However, the value passed to the Issue Type must match the name of the issue.
  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.
  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.  Target Values shows the list of vendor mappings that you add in the vendor metadata configuration earlier. For the Jira integration, from the Target Values list, select JIRA or the name of your Jira instance (if you have provided an instance in the vendor metadata configuration). This determines that the connector process is invoked in BMC Helix Innovation Studio  to create or update Jira issues. Use the  Source Fields option and map it to one of the existing fields from BMC Helix ITSM, for example, the Service field. Then, you can use the transformation option to map different BMC Helix ITSM Services to different technology services. For example, if the value of the BMC Helix ITSM Service field is Jira Service, then, add the data transformation to map Jira Service to JIRA or the name of your Jira instance (for example, Jira.InstanceName).

• Trigger 
  You need to set a trigger condition for this flow to determine which Problems should be sent to Jira. For example, you can use the following triggers:
  • Operational or Product Categorization fields in BMC Helix ITSM
  • Assignment of the problem
  • Add a custom field as per your requirement.

• Field Mapping
  The following values are mapped out-of-the-box:

  BMC Helix ITSM field	Jira field	Description
  	Project	In the Vendor Field Mapping of the Map Vendor definition, the value of the Jira project is set under fields.project.name. By default, the project is set to MultiCloud. You should change this value to the appropriate project name. If you have a corresponding field in BMC Helix ITSM  for the project name: Change the project field type to dynamic. Select the Field ID on the BMC Helix Multi-Cloud Broker record definition of the field that stores the BMC Helix ITSM project value. Define the mapping from the BMC Helix ITSM value to the Jira value. You can add the transformations to select the appropriate project based on the value received from BMC Helix ITSM .
  Priority	Priority	Default field mapping
  Summary	Issue Summary	The Problem ID is included as a part of the Summary.
  Category Tier 3	Issue Type	In the Vendor Field Mapping of the Map Vendor definition, the value of Issue Type is set under field.issuetype.name for the instance of Jira you are integrating with.Jira provides several issue types out of the box and also enables users to create their custom issue types. There are various options to indicate which issue type should be created. The example template uses the Categorization field to decide the issue type. Using the third tier of the problem request categorization, we indicate which issue type to create in Jira. You can use other fields or transformations to define this. However, the value passed to the Issue Type must match the name of the issue.
  Description	Description	Default field mapping
  Problem ID	Label	The Problem ID is included in the Summary and also added as a label on the issue.
  Technology Service		The Create DevOps Problem flow can be used to send problem records 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. Target Values shows the list of vendor mappings that you add in the vendor metadata configuration earlier. For the Jira integration, from the Target Values list, select JIRA or the name of your Jira instance (if you have provided an instance in the vendor metadata configuration). This determines that the connector process is invoked in BMC Helix Innovation Studio  to create or update Jira issues. Use the  Source Fields option and map it to one of the existing fields from BMC Helix ITSM, for example, the Service field. Then, you can use the transformation option to map different BMC Helix ITSMServices to different technology services. For example, if the value of the BMC Helix ITSMService field is Jira Service, then, add the data transformation to map Jira Service to JIRA or JIRA.InstanceName.

• Trigger 
  You need to set a trigger condition for this flow to determine which Work Orders should be sent to Jira. For example, you can use the following triggers:

• 
  
  • Operational or Product Categorization fields in BMC Helix ITSM
  • Assignment of the problem
  • Add a custom field as per your requirement.

• Field Mapping

  The following values are mapped out-of-the-box:

  BMC Helix ITSM field	Jira field	Description
  	Project	In the Vendor Field Mapping of the Map Vendor definition, the value of the Jira project is set under fields.project.name. By default, the project is set to MultiCloud. You should change this value to the appropriate project name. If you have a corresponding field in BMC Helix ITSM for the project name: Change the project field type to dynamic. Select the Field ID on the BMC Helix Multi-Cloud Broker record definition of the field that stores the BMC Helix ITSM project value. Define the mapping from the BMC Helix ITSM value to the Jira value. You can add the transformations to select the appropriate project based on the value received from BMC Helix ITSM .
  Priority	Priority	Default field mapping
  Summary	Issue Summary	The Work Order ID is included as a part of the Summary.
  Category Tier 3	Issue Type	In the Vendor Field Mapping of the Map Vendor definition, the value of Issue Type is set under field.issuetype.name for the instance of Jira you are integrating with.Jira provides several issue types out of the box and also enables users to create their custom issue types. There are various options to indicate which issue type should be created. The example template uses the Categorization field to decide the issue type. Using the third tier of the work order request categorization, we indicate which issue type to create in Jira. You can use other fields or transformations to define this. However, the value passed to the Issue Type must match the name of the issue.
  Description	Description	Default field mapping
  Problem ID	Label	The Work Order ID is included in the Summary and also added as a label on the issue.
  Technology Service		The Create DevOps Work Order flow can be used to send work orders 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. Target Values shows the list of vendor mappings that you add in the vendor metadata configuration earlier. For the Jira integration, from the Target Values list, select JIRA or the name of your Jira instance (if you have provided an instance in the vendor metadata configuration). This determines that the connector process is invoked in BMC Helix Innovation Studio  to create or update Jira issues. Use the  Source Fields option and map it to one of the existing fields from BMC Helix ITSM, for example, the Service field. Then, you can use the transformation option to map different BMC Helix ITSM Services to different technology services. For example, if the value of the BMC Helix ITSM Service field is Jira Service, then, add the data transformation to map Jira Service to JIRA or JIRA.InstanceName.

Use this flow when you do not want to directly synchronize data between tickets.

• Trigger

  Field	Value
  Project	Select the appropriate project
  Is New	is false

• Field Mapping

  Field	Value
  Vendor	If you are integrating with multiple instances of Jira, select Target Values and then select the appropriate JIRA.<instance name>.

  Do not change the following out-of-the-box field mappings.

  Field	Value
  Vendor Ticket Id	Issue Key
  Vendor Ticket Properties	Retain the 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.

• Trigger
  Retain the values that are available out-of-the-box.

• Field mapping
  Do not change the following out-of-the-box field mappings.

  Field	Value
  Vendor	Jira
  Vendor Ticket Id	Issue Key
  Vendor Ticket Properties	Retain the out-of-the-box properties mapping.

• Trigger

  Field	Value
  Project	Select the appropriate project. The flow will not function as expected if the Project is not specified.
  Labels	matches INC|CRQ

• Field Mapping

  Field	Value
  Vendor	If you are integrating with multiple instances of Jira, select Target Values and then select the appropriate JIRA.<instance name>.

  Do not change the following out-of-the-box field mappings.

  Field	Value
  text	Retain the prefix, "Jira added a note"
  post_type	comment#remedy
  vendorTicketId	Issue Key
  commentId	Comment ID
  Attachment Object 1	Attachment Object 1
  Attachment Object 2	Attachment Object 2
  Attachment Object 3	Attachment Object 3

• Trigger

  Retain the values that are available out-of-the-box.

• Field mapping

  Do not change the following out-of-the-box field mappings.

  Field	Value
  text	Retain the prefix Comment Body
  post_type	comment#remedy
  Vendor	JIRA
  Vendor Ticket Id	Issue Key
  commentId	Comment ID
  Attachment Object 1	Attachment Object 1
  Attachment Object 2	Attachment Object 2
  Attachment Object 3	Attachment Object 3

• Trigger 
  Select your Jira Service Desk project from the drop-down list in Project.

• Field Mapping 
  Retain the values that are available out-of-the-box

Use this flow when you do not want direct data updates between a Jira Service Desk issue and a BMC Helix ITSM  ticket.

• Trigger 
  Select your Jira Service Desk project from the drop-down list in Project.

• Field Mapping 
  Do not change the following out-of-the-box field mappings.

  Field	Value
  Vendor	Jira Service Desk
  Vendor Ticket Id	Issue Key
  Vendor Ticket Properties	Retain the out-of-the-box properties mapping.

• Trigger 
  Select your Jira Service Desk project from the drop-down list in Project.

• Field Mapping 
  Do not change the following out-of-the-box field mappings.

  Field	Value
  text	Comment Body
  post_type	comment#remedy
  ticket_type	incident
  Vendor	JIRA Service Desk
  Vendor Ticket Id	Issue Key
  commentId	Comment ID
  Author	Comment Author
  Attachment Object 1	Attachment Object 1
  Attachment Object 2	Attachment Object 2
  Attachment Object 3	Attachment Object 3

• Trigger 
  The following trigger conditions are provided out-of-the-box:

  Field	Value
  Condition is	${webhookContext.466000228} = "Jira Service Desk"
  Include All Fields is	true
  is New	is true

• Field Mapping

  • Flow Target 1 (Jira Service Desk)
    The following mappings are provided out-of-the-box:

    Field	Value
    Issue Summary	Summary
    Labels	Remedy Incident Number

  • Flow Target 2 ( BMC Helix Multi-Cloud Broker )
    The following mappings are provided out-of-the-box:

    Field	Value
    Status Important: The value of this field is set to New.	NA
    Parent Ticket Id	ID
    Parent Ticket Type Important: The value of this field is set to Incident.	NA
    Vendor Ticket Id	(Target 1) Issue Key
    Vendor Ticket Properties fields.summary key fields.status.name fields.issuetype.name	(Target 1) Issue Summary (Target 1) Issue Key (Target 1) Status (Target 1) Issue Type

  • Flow Target 3 ( BMC Helix ITSM )
    The following mappings are provided out-of-the-box:

    Field	Value
    Incident Number	Remedy Incident Number
    Broker Vendor Name	Webhook Condition Parameter

• Trigger 
  The following trigger conditions are provided out-of-the-box:

  Field	Value
  Condition is	${webhookContext.466000243} = "true"
  Include All Fields is	true
  Record Event equals	update
  Source ID contains	NA

• Field Mapping

  • Flow Target 1 ( BMC Helix Multi-Cloud Broker )
    The following mappings are provided out-of-the-box:

    Field	Value
    Parent Ticket Id	ID

  • Flow Target 2 (Jira Service Desk )
    The following mappings are provided out-of-the-box:

    Field	Value
    Issue Key	(Target 1) Vendor Ticket Id
    Issue Description	Description
    Issue Summary	Summary

  • Flow Target 3 ( BMC Helix Multi-Cloud Broker )
    The following mappings are provided out-of-the-box:

    Field	Value
    incidentNumber	Remedy Incident Number
    Sync Vendor Ticket	false

Use this flow when you want direct data updates between a Jira Service Desk issue and an incident.

• Trigger 
  The following trigger conditions are provided out-of-the-box:

  Field	Value
  Project is	NA
  Is Modified	is true
  Labels matches	INC

• Field Mapping

  • Flow Target 1 (BMC Helix Multi-Cloud Broker)
    The following mappings are provided out-of-the-box:

    Field	Value
    Status	Status
    Vendor Ticket Id	Issue Key
    Vendor Ticket Properties fields.summary key fields.status.name fields.issuetype.name	Issue Summary Issue Key Status Issue Type

  • Flow Target 2 (BMC Helix Multi-Cloud Broker )
    The following mappings are provided out-of-the-box:

    Field	Value
    Issue Key	(Target 1) Vendor Ticket Id
    Issue Description	Description
    Issue Summary	Summary

  • Flow Target 3 (BMC Helix Multi-Cloud Broker)
    The following mappings are provided out-of-the-box:

    Field	Value
    incidentNumber	(Target 1) Parent Ticket Id
    Summary	(Target 1) Issue Summary
    Description	(Target 1) Issue Description
    Priority	Priority

Use this flow to sync a Remedy incident from a Multi-Cloud incident.

• Trigger 
  The following trigger conditions are provided out of the box:

  Field	Value
  Condition is	${webhook.Context466000244} = "true"
  Include All Fields	is true
  Record Event matches	update

• Field Mapping

  • Flow Target 1 ( BMC Helix ITSM )
    The following mappings are provided out of the box:

    Field	Value
    Incident Number	Remedy Incident Number
    Details	Description
    Priority Important: The value of this field is set to Priority.	NA

  • Flow Target 2 ( BMC Helix Multi-Cloud Broker )
    The following mappings are provided out of the box:

    Field	Value
    Incident Number	Remedy Incident Number
    Sync Remedy Ticket	false

• Trigger 
  You need to set a trigger condition for this flow to determine which Incidents should be sent to Azure DevOps. For example, you can use the following triggers:
  • Status = Resolved
  • Status Reason = Future Enhancement0

• Field Mapping

  The following values are mapped out-of-the-box:

  BMC Helix ITSM field	Azure DevOps field name	Additional information
  Summary	Summary	None
  Priority	Priority	None
  Company	Company	None
  Description	Notes	None
  Status	Status	None
  Incident Number	Incident number	Incident Number is added as a label on the issue.
  Service	Service	None
  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 Target Values shows the list of vendor mappings that you add in the vendor metadata configuration earlier. For the Azure DevOps integration, from the Target Values list, select Azure DevOps. This determines that the connector process is invoked in BMC Helix Innovation Studio  to create or update Jira issues. Use the  Source Fields option and map it to one of the existing fields from BMC Helix ITSM, for example, the Service field. Then, you can use the transformation option to map different BMC Helix ITSM Services to different technology services. For example, if the value of the BMC Helix ITSM Service field is Azure DevOps Service, then, add the data transformation to map Azure DevOps Service to Azure DevOps. For Azure DevOps, the Webhook Condition Parameter defined in the Field Mappings sets the Technology Service to Azure DevOps if the value of Resolution Category 2 is set to Azure DevOps.

  Important

  Selection of the Azure DevOps as vendor service is based on the Webhook Condition Parameter field mapping. The  Webhook Condition Parameter field is mapped to Resolution Category.   If Resolution Category Tier 2  is Azure DevOps , the value of the parameter is set to Azure DevOps. If Resolution Category Tier 2  is any other value,   the parameter is set to blank quotes  " "  and any transformation defined for the  Technology Service field is used to determine the vendor service.

  Warning

  Do not modify the Webhook Condition Parameter defined in the field mapping.

• Trigger 
  Do not modify the trigger condition defined for this flow. The trigger is based on a Webhook subscription defined in BMC Helix Innovation Studio .

• Field Mapping

  This flow is a series of sub-flows. Field mappings are defined for each sub-flow.

  Warning

  Do not modify the Webhook Condition Parameter defined in the field mapping.

  • Flow Target 1 - Azure DevOps ( BMC Helix Multi-Cloud Broker  to Azure DevOps fields)

    Azure DevOps field	BMC Helix Multi-Cloud Broker fields	Additional information
    State	Status	None
    Title	Summary	None
    Work Item Type	Resolution Category 3	None
    Acceptance Criteria	Description	None
    Description	Description	None
    Priority	Priority	None
    Tags	Remedy Incident Number	None

  • Flow Target 2 - Multi-Cloud ( BMC Helix Multi-Cloud Broker fields)

    BMC Helix Multi-Cloud Broker fields	BMC Helix Multi-Cloud Broker fields	Additional information
    Status	Not applicable	The default value is set to New.
    Vendor	Not applicable	Using the Webhook Condition parameter value set in the BMC Helix Multi-Cloud Broker incident, the value is set to Azure DevOps
    Parent Ticket ID	ID
    Parent Ticket Type	Not applicable	The default value is set to Incident.
    Vendor Ticket ID	ID

  • Flow Target 3 ( BMC Helix Multi-Cloud Broker to BMC Helix ITSM  fields)

    BMC Helix Multi-Cloud Broker fields	BMC Helix ITSM fields	Additional information
    Incident Number	Remedy Incident Number	Incident Number is added as a label on the issue.
    Broker Vendor Name	Azure DevOps	Using the Webhook Condition parameter value set in the BMC Helix Multi-Cloud Broker incident, the value is set to Azure DevOps

• Trigger
  Set the Work Item Type value to the type of Azure DevOps work item you want to broker.
  Ensure that the value of the Tags field matches to (INC|CRQ)\d+.

• Field Mapping (Azure DevOps to BMC Helix Multi-Cloud Broker  mapping)

  Azure DevOps fields	BMC Helix Multi-Cloud Broker fields	Additional information
  Title	Summary	None
  Priority	Priority	None
  State	Status	None
  Description	Description	None
  Severity	Urgency	None
  Priority	Impact	None
  Not applicable	Incident Type	The default value is set to User Service Restoration
  Not applicable	Vendor	The default value is set to Azure DevOps

  Important

  Set the Webhook Condition Parameter to Remedy.

• Trigger
  Do not change the out-of-the-box trigger conditions.

• Field Mapping (Azure DevOps to BMC Helix Multi-Cloud Broker  mapping)

  The following table lists the out-of-the-box field mappings. You must set the target values for Company, Vendor, Customer First Name, Customer Last Name fields when using the flow from the template.

  Azure DevOps fields	BMC Helix Multi-Cloud Broker fields
  Title	Summary
  Priority	Priority
  Draft	Status
  Description	Description
  Severity	Urgency
  Priority	Impact
  Risk	Risk Level
  Normal	Class
  Change	Change Type
  Remedy	Webhook Condition Parameter

• Trigger 
  Ensure that the value of the Tags field matches to (INC|CRQ)\d+.
  
  

• Field Mapping 
  The following out-of-the-box field mappings should not be changed:

  Azure	BMC Helix Multi-Cloud Broker fields	Additional information
  State	Status	None
  Not applicable	Vendor	The default value is set to Azure DevOps
  ID	Vendor Ticket Id	None
  Not applicable	Vendor Ticket properties	Retain out-of-the-box properties mapping and add additional properties as needed.

• Trigger
  Ensure that Tags contains INC.Do not delete Web hooks filter trigger conditions.

• Field Mapping
  Do not change the following out-of-the-box field mappings.

  Field	Value
  text	Comment Body
  post_type	comment#remedy
  ticket_type	Add source fields, target values, or text
  ticketNumber	Add source fields, target values, or text
  Vendor	Azure DevOps
  vendorTicketId	Comment WorkItem Id
  commentId	Comment Id
  Author	Comment Author
  Attachment Object 1	Add source fields, target values, or text
  Attachment Object 2	Add source fields, target values, or text
  Attachment Object 3	Add source fields, target values, or text

  Important

  To send a comment from Azure DevOps to BMC Helix ITSM , add the keyword $mcsm before the comment in the Azure DevOps work item.

• Trigger
  Do not modify the trigger condition defined for this flow. The trigger is based on a Webhook subscription defined in BMC Helix Innovation Studio .

• Field Mapping (Azure DevOps to BMC Helix Multi-Cloud Broker  mapping)

  
  

  Azure	BMC Helix Multi-Cloud Broker fields	Additional information
  Work Item Id	associatedGUID	None
  Comment Body	Author, CommentText	None

• Trigger

  Field	Value
  Condition is	Retain the webhook condition
  Include All fields is	true
  Source ID starts with	Azure DevOps
  Record Event equals	update

• Field Mapping 
  This flow is a series of sub-flows. Field mappings are defined for each sub-flow.

  • Flow Target 1 - Multi-Cloud ( BMC Helix Multi-Cloud Broker  to Azure DevOps fields)

    Azure DevOps field	BMC Helix Multi-Cloud Broker fields	Additional information
    Vendor	Not applicable	Value is set to Azure DevOps. Do not change this value.
    Parent ticket ID	ID	None

  • Flow Target 2 - Azure DevOps ( BMC Helix Multi-Cloud Broker  fields)

    BMC Helix Multi-Cloud Broker fields	BMC Helix Multi-Cloud Broker fields	Additional information
    ID	Vendor Ticket ID	None
    Tags	Remedy Incident Number	Incident Number is included in the Summary and also added as a label on the issue.

• Trigger

  Field	Value
  Condition is	Retain the webhook condition
  Include All fields is	true
  Source ID starts with	Azure DevOps
  Record Event equals	update

• Field Mapping 
  This flow is a series of sub-flows. Field mappings are defined for each sub-flow.

  Source: Multi-Cloud connector	Flow Target 1 - BMC Helix Multi-Cloud Broker  fields	Flow Target 2 - Azure DevOps field
  Not applicable	"Vendor" - input - will be specified by the user on the use of flow from the template	Not applicable
  ID	Parent Ticket Id	Not applicable
  Not applicable	Vendor Ticket Id	ID
  Remedy Change ID	Not applicable	Tags

• Trigger

  Field	Value
  External Ticket Ref#	not matches-INC
  Type	equals-Incident

• Field Mapping

  The following values are mapped out-of-the-box:

  Field	Value
  Summary	Category
  Priority	Priority
  Description	Description
  Status	Status
  Urgency	Urgency
  Impact	Impact
  Incident Type	User Service Restoration
  Reported Source	Other
  Vendor Ticket Id	Incident #
  Vendor Ticket Properties	Retain the out-of-the-box mapping
  Webhook Condition Parameter	Remedy

  Important

  • In addition to the above out-of-the-box mappings, when creating this flow from the catalog, you must enter Company, Customer First Name, Customer Last Name, and Vendor field values.
  • The Priority value of a BMC Helix ITSM  incident is automatically calculated depending on the values of Impact and Urgency values in BMC Helix ITSM . When you broker a ticket from Remedyforce to BMC Helix ITSM , the priority of the brokered ticket in BMC Helix ITSM might not be the same as was specified in the flow mapping. For instance, when you broker an incident from Remedyforce to BMC Helix ITSM with priority 4, the incident that is created in BMC Helix ITSM will be of priority medium and not low.

• Trigger

  Field	Value
  Is New	is false
  External Ticket Ref# contains	INC

• Field Mapping

  The following values are mapped out-of-the-box:

  Field	Value
  Status	Status
  Vendor Ticket Id	Incident #
  Vendor Ticket Properties	Retain the out-of-the-box mapping

  Important

  In addition to the above out-of-the-box mappings, when creating this flow from the catalog, you must enter the Vendor field value.

• Trigger

  Field	Value
  Action equals	Notes
  External Ticket Ref# starts with	INC
  Note not matches	"Remedy user,.*, added a work note:"

• Field Mapping

  The following values are mapped out-of-the-box:

  Field	Value
  text	Note
  post_type	comment#remedy
  Author	Staff
  vendorTicketId	Incident #
  commentId	Record ID

  Important

  In addition to the above out-of-the-box mappings, when creating this flow from the catalog, you must enter the Vendor field value.

• Trigger

  Field	Value
  Condition is	Retain the webhook condition
  Record Event equals	update
  is New	is false
  Remedy Incident Number	is not empty
  Source ID starts with	Select Remedyforce when using this flow from the catalog

• Field Mapping

  Flow target 1 - Multi-Cloud connector

  Field	Value
  Vendor	Remedyforce
  Parent Ticket Id	source ID

  Flow target 2 - Remedyforce connector

  Field	Value
  Incident #	Vendor Ticket Id
  External Ticket Ref#	Remedy Incident Number

• Trigger

  Field	Value
  Condition is	Retain the webhook condition

• Field Mapping

  The following values are mapped out-of-the-box:

  Field	Value
  Action	Notes
  Incident #	associatedGUID
  Note	Remedy user, Author, added a work note: CommentText

• Trigger

  Field	Value
  Shared With Vendor equals	True

• Field Mapping

  The following values are mapped out-of-the-box:

  Field	Value
  text	Notes
  post_type	comment#vendor
  ticketNumber	Incident Number
  Attachment Object 1 > name	Attachment 1 filename
  Attachment Object 1 > contents	Attachment 1
  Author	Full Name
  Webhook Condition Parameter	Broker Vendor Name

• Trigger

  Field	Value
  Condition is	${webhookContext.466000228} = "Remedyforce"
  Include All Fields is	true
  is New	is true

• Field Mapping

  • Flow Target 1 (Remedyforce)
    The following field mappings are provided out-of-the-box:

    Field	Value
    Description	Summary
    Category Important: The value of this field is set to IT Services.	NA
    External Ticket Ref#	Remedy Incident Number
    Impact Important: The value of this field is set to Impact.	NA
    Incident Type Important: The value of this field is set to Incident.	NA
    Status Important: The value of this field is set to Status.	NA
    Urgency Important: The value of this field is set to Urgency.	NA

  • Flow Target 2 ( BMC Helix Multi-Cloud Broker )
    The following field mappings are provided out-of-the-box:

    Field	Value
    Status Important: The value of this field is set to New.	NA
    Vendor	Webhook Condition Parameter
    Parent Ticket Id	ID
    Parent Ticket Type Important: The value of this field is set to Incident.	NA
    Vendor Ticket Id	Incident#
    Vendor Ticket Properties Name Id LastModifiedDate CreatedBy	Incident# Record ID Last Modified Date Created By

  • Flow Target 3 ( BMC Helix ITSM )
    The following field mappings are provided out-of-the-box:

    Field	Value
    Incident Number	Remedy Incident Number
    Broker Vendor Name	Webhook Condition Parameter

• Trigger
  Retain the values that are available out-of-the-box.

• Field Mapping
  Retain the values that are available out-of-the-box

• Trigger
  Retain the values that are available out-of-the-box.

• Field Mapping
  Retain the values that are available out-of-the-box

• Trigger
  Retain the values that are available out-of-the-box.

• Field Mapping
  Retain the values that are available out-of-the-box

• Trigger
  Retain the values that are available out-of-the-box.

• Field Mapping
  Retain the values that are available out-of-the-box

• Trigger
  Retain the values that are available out-of-the-box.

• Field Mapping
  Retain the values that are available out-of-the-box

• Trigger
  Retain the values that are available out-of-the-box.

• Field Mapping
  Do not change the following out-of-the-box field mappings.

  Field	Value
  Status	Status (transformation set as Closed > resolved)
  Vendor	Service Cloud
  Vendor Ticket Id	Case Number
  Vendor Ticket Properties	Retain the out-of-the-box properties mapping.

• Trigger
  Retain the values that are available out-of-the-box.

• Field Mapping
  Do not change the following out-of-the-box field mappings.

  Field	Value
  text	Retain the prefix, "Service Cloud added a note"
  post_type	comment#remedy
  ticket_type	incident
  Vendor Ticket Id	Parent
  commentId	Case Comment ID

• Trigger
  Retain the values that are available out-of-the-box.

• Field Mapping
  Do not change the following out-of-the-box field mappings.

  Field	Value
  text	Comment Body
  post_type	comment#remedy
  ticket_type	incident
  Vendor	Service Cloud
  vendorTicketId	Parent
  commentId	Feed Comment ID
  Author	Created By
  Attachment Object 1 name	Path On Client
  Attachment Object 1 contents	Version Data

• Trigger

  Field	Value
  Condition is	Retain the webhook condition
  Attachment Group Id	is empty

• Field Mapping
  Do not change the following out-of-the-box field mappings.

  Field	Value
  Comment Body	Remedy user, Author, added a work note, CommentText
  Parent Type	Case
  Parent	associatedGUID

• Trigger

  Field	Value
  Condition is	Retain the webhook condition
  Attachment Group Id	is not empty

• Field Mapping
  Do not change the following out-of-the-box field mappings.

  Field	Value
  Title	Attachment Object 1
  Path On Client	Attachment Object 1
  Version Data	Attachment Object 1
  Comment Body	Remedy user, Author, added a work note, CommentText
  Parent Type	Case
  Parent	associatedGUID
  Related Record	Attachment Object 1

• Trigger
  The out-of-the-box trigger checks for attachments whose file names are prefixed with the string, Remedy. If required, you can update the trigger to change the string that BMC Helix Multi-Cloud Broker will check for in the attached file name.

• Field Mapping
  Retain the values that are available out-of-the-box.

• Trigger

  Field	Value
  Broker Vendor Name	is not empty

• Field Mapping
  The following field mappings are provided out-of-the-box.

  Field	Value
  incidentNumber	Incident Number
  Summary	Summary
  Description	Notes
  Status	Status
  Priority	Priority
  Urgency	Urgency
  Impact	Impact