This documentation supports the 25.1 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 and Rally Software issues by using BMC Helix Integration Service

To establish integration with Rally Software (formerly known as CA Agile Central), configure the following connectors, flows, and connector targets. You need to set up tenant level configurations. BMC Helix Multi-Cloud Brokerprovides out-of-the-box mappings and application level configurations required for the integration.

Related topic

Creating-Rally-Software-issues-from-incidents-via-BMC-Helix-Integration-Service

After you complete the integration, you can broker tickets from BMC Helix ITSM to Rally Software, sync Rally Software ticket details to BMC Helix ITSM, and so on. Each flow in the list of flows is essentially a feature that you can use. Depending upon your use case, you might have to configure multiple flows. BMC Helix Multi-Cloud Broker logically chains the flows and connector processes to complete the feature.

Important

CA Agile Central has been renamed to Rally Software. However, some instances in the product UI and documentation might refer to the old product name.

List of connectors for integration with Rally Software

You must configure the following connectors when setting up integration with Rally Software. These connectors are integration points for the respective applications. For instance, to send the data from BMC Helix Multi-Cloud Broker to Rally Software, you must configure a flow from the Multi-Cloud connector to CA Agile Central connector.

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 reauthenticate.PNGto 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.

CA Agile Central 

  • Configuration

    Field

    Value

    Name

    Enter a name for the connector configuration.

    Site

    For an on-premises Rally Software instance, select the site that you created. For instances in the cloud, select Cloud as the site.

    CA Agile Central Hostname

    Enter the name of your Rally Software server.

    CA Agile Central server Port:

    Enter the port number of the Rally Software server.

    Protocol

    Enter the protocol.

  • Account
    • Add the account of a Rally Software user who can view and update issues.

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 Rally Software

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

Create DevOps Incident

  • 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 MappingThe 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.

Sync Agile Central Defect

  • 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.

Sync Agile Central User Story

  • 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.

Create Incident Activity Note

  • 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.

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.

List of connector targets for integration with Rally Software

When a ticket is brokered from Rally Software to BMC Helix ITSM, the ticket data first comes in to BMC Helix Multi-Cloud Broker before being sent to BMC Helix ITSM. To send the data from BMC Helix Multi-Cloud Broker to BMC Helix ITSM, you must configure the BMC Helix Multi-Cloud Broker ITSM connector target and set it in the Connector Process ITSM.

Similarly, when a ticket is brokered from BMC Helix ITSM to Rally Software, the ticket data first comes in BMC Helix Multi-Cloud Broker before being sent to Rally Software. To send the data from BMC Helix Multi-Cloud Broker to Rally Software, you must configure the BMC Helix Multi-Cloud Broker CA Agile Central connector target and set it in the Connector Process Agile Central.

Connector Process Remedy ITSM

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


MCSM Agile Central

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

 

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