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

List of connectors for integration with Jira

You need to configure the following connectors when setting up integration with Jira. These connectors are integration points for the respective applications. For instance, to send the data from BMC Helix Multi-Cloud Brokerto Jira, you need to create a flow from Multi-Cloud connector to Jira connector.

List of connectors for integration with Jira

ITSM

• Configuration
  If you are integrating BMC Helix Multi-Cloud Broker with an on-premises instance of BMC Helix ITSM, enter the following values:

  Field	Value
  Site	Select the site that you created for Remedy.
  AR server	Enter the name of your on-premises AR System server.
  AR server port	Enter the port number for your on-premises AR System server.

• Account
  Add a BMC Helix ITSM user account that has permission to view business service requests and permissions to update incidents, change, or problem requests.

Multi-Cloud

• Configuration
  While activating BMC Helix Multi-Cloud Broker, BMC configures the Multi-Cloud connector. Do not modify the default Multi-Cloud connector configuration.

• Account
  BMC sets up the account for the Multi-Cloud connector.
  Click to re-authenticate after you have changed the password for your tenant administrator user account in BMC Helix Multi-Cloud Broker.
  For information about changing the user password, see Creating or modifying People data.

Jira

• Configuration

  Field	Value
  Name	Enter a name for the connector configuration
  Site	For each on-premises Jira instance, select the site that you created. For each cloud instance of Jira, select Cloud as the site.
  Jira Server Hostname	Enter the name of your Jira server.
  Jira server Port	Enter the port number of the Jira server. Enter 443 if your Jira server is SSL enabled.
  Protocol	Enter the protocol used by the Jira server.
  Certificate Authority	If the Jira server is using a self-signed certificate, copy and paste the contents of the self-signed certificate from the certificate file that is in the PEM format. It is not recommended in production Jira servers, and only a certificate signed by a trusted certificate authority must be used.

  Important

  If you need to integrate with multiple Jira instances, add a Connector Configuration for each instance.

• Account
  • Add the account of a Jira user who can view and update Jira issues.
  • For on-premises instance of Jira, enter the password of the user. For the cloud instance of Jira, enter the API key of the user
  • If you need to integrate with multiple Jira instances, add an account for each of the Jira instances.

SMTP Email

• Configuration
  To send email notifications for errors, specify values for the following fields:

  Field	Value
  Name	Enter a name for the connector configuration.
  Site	Select the appropriate site for your email server.
  Connection type	Select the type of connection for your email server.

• Account
  Add an email account to be used for sending error notifications.

List of flows for integration with Jira

You can configure the following flows when setting up integration with Jira. Each flow is self descriptive, for example to create an incident in BMC Helix ITSM from Jira, you must configure Create Incident flow.

Send Error Notification

• 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.
  

Create Incident

• 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.

Create DevOps incident

• 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).

Create Incident Activity Note

• Trigger

  Field	Value
  Shared with Vendor	True

• Field MappingDo 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

  ImportantYou can change the out-of-the-box field mapping for the text field. The default value is set to Notes.However, BMC recommends that you retain the existing mapping.

Create Incident Activity Note with Author (Remedy 9.1.06 or later)

• Trigger

  Field	Value
  Shared with Vendor	True

• Field 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.

Sync Jira Issue

Use this flow when you want to make direct data updates between a Jira issue and BMC Helix ITSM ticket.

• 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.

Sync Jira Issue Comment

• 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

Sync Jira Issue to Multi-Cloud Incident

Use this flow to update the BMC Helix Multi-Cloud Broker incident record fields with the data from the Jira issue fields.

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

• 
  
  • Flow Target 1 (BMC Helix Multi-Cloud Broker)

• 
  
  • 
    

    • Field mapping

      The following mappings are available out-of-the-box:

      Field	Value
      Status	Status
      Vendor Note: The value of this field is set to JIRA.	NA
      Vendor Ticket Id	Issue Key

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

  • Field mapping
    The following mappings are available out-of-the-box and as required, you can add additional mappings:

    Field	Value
    incidentNumber	Parent ticket Id
    Summary	Issue Summary
    Description	Issue Description
    Priority	Priority
    Vendor Note: The value of this field is set to JIRA.	NA

Sync Incident

Use this flow when you want to make direct data updates between a BMC Helix ITSMincident and Jira issue. This flow monitors the incidents that are brokered to the vendors and syncs update from BMC Helix ITSMand BMC Helix Multi-Cloud Broker.

• Trigger
  The following table lists the out-of-the-box trigger conditions that you must not change:

  Condition	Value
  Broker Vendor Name	not empty

• Flow Target 1 (BMC Helix Multi-Cloud Broker)

  • Field mappings
    The following table lists the out-of-the-box mappings between BMC Helix ITSMand BMC Helix Multi-Cloud Broker fields:

    Field	Value
    incidentNumber	Incident Number
    Summary	Summary
    Description	Notes
    Status	Status
    Urgency	Urgency
    Impact	Impact
    Resolution Category Tier 1	Resolution Category
    Resolution Category Tier 2	Resolution Category Tier 2
    Resolution Category Tier 3	Resolution Category Tier 3

Update Remedy Incident from Multi-Cloud Incident

Use this flow to sync data between a BMC Helix ITSMincident and BMC Helix Multi-Cloud Broker incident.

• Trigger conditions
  The following table lists the out-of-the-box trigger conditions that you must not change:

  Condition	Value
  Condition	is ${webhookContext.466000244} = "true"
  Include All Fields	is true
  Record Event	equals update

• Flow Target 1 (BMC Helix ITSM)
  The following table lists the out-of-the-box mappings between BMC Helix Multi-Cloud Broker and BMC Helix ITSMfields:

  Field	Value
  Incident Number	Remedy Incident Number
  Details	Description
  Priority	Priority
  Description	Summary

• Flow Target 2 (BMC Helix Multi-Cloud Broker)
  The following table lists the out-of-the-box mappings between BMC Helix Multi-Cloud Broker fields:

  Field	Value
  incidentNumber	Remedy Incident Number
  Sync Remedy Ticket	false

Update Jira Issue from Multi-Cloud Incident

Use this flow to make direct data updates in a Jira issue from a BMC Helix Multi-Cloud Broker incident.

• Trigger conditions
  The following table lists the out-of-the-box trigger conditions that you must not change:

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

• Flow Target 1 (BMC Helix Multi-Cloud Broker)
  The following table lists the out-of-the-box mappings between source and target fields in BMC Helix Multi-Cloud Broker:

  Field	Value
  Parent Ticket Id	ID

• Flow Target 2 (Jira)
  The following table lists the out-of-the-box mappings between BMC Helix Multi-Cloud Broker and Jira fields:

  Field	Value
  Issue Key	Vendor Ticket Id
  Issue Description	Description
  Issue Summary	Summary

• Flow Target 3 (BMC Helix Multi-Cloud Broker)
  The following table lists the out-of-the-box mappings between BMC Helix Multi-Cloud Broker fields:

  Field	Value
  incidentNumber	Remedy Incident Number
  Sync Vendor Ticket	false

List of connector targets for integration with Jira

To sync data, such as a brokered incident from Jira to BMC Helix ITSM, after the data has come in to BMC Helix Multi-Cloud Broker, you must configure the BMC Helix Multi-Cloud Broker ITSM connector target and set it in the Connector Process ITSM. To send data from BMC Helix ITSM to Jira, after the data has come into BMC Helix Multi-Cloud Broker, you must configure the MCSM JIRA connector target and set it in the Connector Process JIRA.

MCSM Remedy ITSM

For the MCSM ITSM connector target, define the connection configuration and profile required by the connector process.

MCSM Jira

For the Connector Targets, define the connection configuration and profile required by the connector process in BMC Helix Innovation Studio.