Reference for integration between BMC Helix ITSM change requests 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.

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.

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.

Jira

• Configuration

  • If you are integrating with an on-premises instance of BMC Helix ITSM, enter values for the following fields:

    Field	Value
    Name	Enter a name for the connector configuration
    Site	For each on-premises Jira instance, select the site that you created. For Jira instances in the cloud, 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.

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

• Account
  • Add the account of a Jira user who can view and update Jira issues.
  • If you need to integrate with multiple Jira instances, add an account for each of the Jira instances.

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 a change request in BMC Helix ITSM from Jira, you must configure Create Change 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 Change

• 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 .

Create DevOps Change

• 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.

Create Change Activity Note

• 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.

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

• 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.

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 Change

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

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

  Condition	Value
  Is Modified	true
  Labels	CRQ\d+

  Important

  In the Project field, select the project name for which you are creating the flow.

• Flow Target 1 (BMC Helix Multi-Cloud Broker) to update vendor ticket data

  • Field mappings
    The following table lists the out-of-the-box mappings:
    

    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) to update the change request

  • Field mappings
    The following table lists the out-of-the-box mappings:
    

    Field	Value
    Remedy Change ID	Parent Ticket Id
    Summary	Issue Summary
    Description	Issue Description
    Priority	Priority

Sync Change

Use this flow when you want to make direct data updates between a BMC Helix ITSM change request and Jira issue. This flow monitors change requests that are brokered to the vendor and syncs updates from BMC Helix ITSM to 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 ITSM and BMC Helix Multi-Cloud Brokerfields:

    Field	Value
    Remedy Change ID	Change ID
    Summary	Summary
    Company	Company
    Description	Notes
    Status	Status
    Priority	Priority
    Status Reason Code	Status Reason

Update Remedy Change from Multi-Cloud Change

Use this flow when you want to sync data between a BMC Helix ITSM change request and BMC Helix Multi-Cloud Brokerchange request.

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

  Condition	Value
  Condition	is ${webhookContext.466000246} = "true"
  Include All Fields	is true
  Record Event	equals update

• Flow Target 1 (BMC Helix ITSM)

  • Field mappings
    The following table lists the out-of-the-box mappings between BMC Helix ITSM and BMC Helix Multi-Cloud Brokerfields:

    Field	Value
    Change ID	Remedy Change ID
    Summary	Summary
    Detailed Description	Description
    Priority	Priority

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

  • The following table lists the out-of-the-box mappings between BMC Helix Multi-Cloud Brokerfields:

    Field	Value
    Remedy Change ID	Remedy Change ID
    Sync Remedy Ticket	false

Update Jira Issue from Multi-Cloud Change

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

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

  Condition	Value
  Condition	is ${webhookContext.466000245} = "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 Brokerand 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
  Remedy Change ID	Remedy Change ID
  Sync Vendor Ticket	false

List of connector targets for integration with Jira

To sync data, such as a brokered ticket 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.

When you complete the configuration for all the components, verify the incidents are being brokered from BMC Helix ITSM to Jira.