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

To establish the integration with Jira for work order requests,  you must configure the connectors, flows, and connector targets. This section provides the required information that you need to establish the integration between BMC Helix ITSM and Jira.

Related topic

Synchronizing-work-orders-with-Jira-issues-via-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 Broker to 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 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.

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

    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.

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 work order in BMC Helix ITSM from Jira, you must configure Create DevOps Work Order 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 DevOps Work Order

  • 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:

    1. Change the project field type to dynamic.
    2. Select the Field ID on the BMC Helix Multi-Cloud Broker record definition of the field that stores the BMC Helix ITSM project value.
    3. 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.

Create Work Order Activity Note

  • 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.

Create Work Order Activity Note with Author (Remedy 9.1.07 or later)

  • 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.

Create Work Order from Jira Issue

  • Trigger

    Field

    Value

    Labels not matches

    (INC|CRQ|PBI|WO|PKE)\d+

    Issue Type is one of

    • Story
    • Bug

    Priority equals

    Low

  • Flow Target 1 (Multi-Cloud)

    • Field Mapping

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

      Field

      Value

      Summary

      Issue Summary

      Priority

      Priority

      Description

      Issue Description

      Status Important: The default value of this field is Assigned.

      NA

      Vendor Important: The default value of this field is JIRA.

      NA

      Vendor Ticket Id

      Issue Key

      Vendor Ticket Properties:

      • Assignee
      • Status
      • Issue Type
      • Issue Key

Sync Work Order

  • Trigger

    Field

    Value

    Broker Vendor Name is not empty

    NA


  • Flow Target 1 (Multi-Cloud)

    • Field Mapping

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

      Field

      Value

      Work Order ID

      Work Order ID

      Summary

      Summary

      Priority

      Priority

      Description

      Notes

      Company

      Customer Company

      Status

      Status

      Location Company

      Location Company

      Service

      Business Service

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

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.

 

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