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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.

Troubleshooting issues with synchronization between providers

This topic includes information about troubleshooting the synchronization issues with BMC Helix Multi-Cloud Broker.

The incident is not resolved when the brokered ticket is resolved

Resolution of brokered tickets on the incident resolution is only supported for AWS Support and Salesforce Service Cloud with BMC Helix Multi-Cloud Brokerversion 18.05 and later. 

  • Ensure that you have specified the right technology provider and enabled auto-resolution when setting up vendor data.
  • Verify the connector account for BMC Helix ITSM and ensure that the connectors in the Connector Process ITSM process, in BMC Helix Innovation Studio, are associated with the correct configuration and profiles.

Tickets for selective services are being brokered

If incident brokering occurs for only a subset of the services, it is possible that the trigger conditions are not clearly defined.

For BMC Helix Integration Service, log in to BMC Helix Integration Studioand locate the Create Brokered Incident flow. Ensure that you have specified all your services in the trigger conditions for the flow.

Updates to an Atlassian Jira Software ticket field are not synchronized with the ticket in BMC Helix ITSM

When the fix version for a brokered Jira issue is changed, if the corresponding ticket is not updated in BMC Helix ITSM perform the appropriate procedure:

Warning

Note

This issue does not occur if you have the latest version of BMC Helix Multi-Cloud Broker.


If you are using an older version of BMC Helix Multi-Cloud Broker, complete the following procedures:

  1. Update the BMC Helix Multi-Cloud Brokersettings:
    1. Log in to BMC Helix Multi-Cloud Brokeras a tenant administrator.
    2. Click Settings Settings icon.pngto open the configuration page.
    3. Navigate to Configure Vendors > Map Vendors.
    4. Select the vendor defined for Jira, and click Edit.
    5. Click { } for Display Field Mapping and navigate to the Vendor Specific section.
    6. Locate the fixVersion in the Name column and change the name to fields.fixVersions.
    7. Click Save.
  2. BMC Helix Integration Serviceflow upgrade:
    1. Log in to BMC Helix Integration Studio.
    2. Click My Flows and locate the Sync JIRA Issue flow.
      The Upgrade available label indicates that an upgrade to the flow template is available.
    3. Click the flow to open the flow details page.
    4. From the Action list, select Upgrade.
    5. Click OK to upgrade the flow.
      If you have overridden any of the out-of-the-box triggers and field mapping, you must apply those settings again.

Mismatch of DevOps ticket and BMC Helix ITSM resolution category

For DevOps integration, the ticket type created by BMC Helix Multi-Cloud Brokeris based on the resolution category.  The values for resolution categories include:

  • bug, story for Jira
  • user story, defect for CA Agile Central

To ensure that the ticket type matches the resolution category:

  • Verify the transformation specified for the resolution category fields. If the field value is translated incorrectly, incorrect ticket types are created.
  • Ensure that the values in the resolution category fields are mapped correctly rather than entered manually.
  • Confirm that the resolution categorization data has not changed and still maps correctly.

Brokered tickets are not displayed in BMC Helix ITSM

Details of tickets that are brokered to a vendor are displayed in the BMC Helix ITSMfor effective ticket management.

If your brokered tickets are not displayed in BMC Helix ITSM:

  • Verify that the BMC Helix Multi-Cloud Brokerpluggable provider is enabled. For more details, see Enabling-users-to-view-third-party-application-ticket-details-in-BMC-Helix-ITSM-ticket-records.
  • Ensure that there are no network connection issues with BMC Helix ITSM.
  • The Connector Process ITSM process from the Ticket Brokering Library is used to update data in BMC Helix ITSM. Ensure that all the connectors of the process are configured with the correct account.
  • If ticket data is not displayed in BMC Helix ITSM, but the data is sent to the vendor, verify the value that is set for the Broker Vendor Name field.

Tickets are not sent to the third-party application (vendor)

To ensure that all your tickets are being sent to the appropriate vendor, check for connections and authentication.

  • If you are integrating with on-premises applications, you need to configure an Integration Controller, which is called a Site in BMC Helix Integration Service. Ensure that your site is online by navigating to Sites in BMC Helix Integration Studio.
    For more information about sites, see Installing and configuring sites.

  • Check your network configurations to ensure that the required ports are not blocked.

  • Verify the ITSM connector configuration to ensure that the server account details are accurate. For more details about account detail configurations, Adding accounts.

  • Ensure that you are using the correct account passwords.

Issues with flows

To check for issues with flows, see the flow timeline in BMC Helix Integration Service, navigate to My Flows > flowName to open the flow details. The flow errors are listed on the Timeline tab along with other flow updates. You can filter the list to view only the flow errors. 

A Flow in BMC Helix Integration Serviceis paused, and one of the applications of the flow displays the message Reauthorize this application.

BMC Helix Integration Servicerequires that you re-enter account details for the application to enable access to it.

Perform the following steps to resolve the access issue:

  1. Log in to BMC Helix Innovation Studioas an Administrator.
  2. Navigate to Catalog > Connectors.
  3. Select the connector for the application that requires account details, and click Accounts in the Configuration pane.
    You might need to click the arrow on the ribbon in the lower section of the screen to open the Configuration pane.
  4. Enter the required account details and save the configuration. 

Flow fails after you change the out-of-the-box priority field mapping with the custom field created in BMC Helix ITSM

If you have created a custom field in BMC Helix ITSM and map it with the priority field in a flow, you must set transformations for the custom field in the flow.

To set the transformations for the custom field:

  1. Log in to BMC Helix Integration Studio.
  2. Open the flow.
  3. Click Details > Field Mapping.
  4. In the Priority field default mapping, remove the out-of-the-box field, and select the custom field that you have created in Remedy.
  5. Click the transformation icon.
  6. Click Add new.
  7. In the ITSM field, enter the value of the custom field, and in the Priority field, select the value you want to map with the custom field value.

Similarly, set the transformations for Impact and Urgency fields. Ensure that all the custom field values are mapped to the out-of-the-box values of Priority, Impact, and Urgency. If a custom field value is not mapped, it will cause the flow to fail.

 

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BMC Helix Multi-Cloud Broker 25.1