Synchronizing incidents with BigPanda incidents via BMC Helix iPaaS, powered by Jitterbit

As an administrator, you can integrate BMC Helix ITSM with BigPanda to synchronize BigPanda incidents with BMC Helix ITSM incidents. When an incident is created in BigPanda, a corresponding incident is created in BMC Helix ITSM. This integration enables administrators to manage BigPanda incidents in BMC Helix ITSM.

BMC Helix Multi-Cloud Broker, along with BMC Helix iPaaS provides an out-of-the-box integration template to integrate BMC Helix ITSM and BigPanda. You configure the integration in BMC Helix Multi-Cloud Broker and deploy the integration template to your BMC Helix iPaaS environment.

This integration provides the following capabilities:

The following image gives an overview of the capabilities that this integration supports:

View the BigPanda incident details in BMC Helix ITSM

After you implement the integration by using BMC Helix iPaaS, you can view the BigPanda incident details in the corresponding BMC Helix ITSM change request.

Before you begin

Make sure you have the following items:

• A validBMC Helix iPaaS, powered by Jitterbit subscription

• Access to BigPanda
• Administrator access for BMC Helix Innovation Studio, BMC Helix Multi-Cloud Broker, and BMC Helix ITSM users to run this integration
• The Sync_ALM Octane_Entity_with BMC_Helix_ITSM_change.json project file downloaded to your system from the BMC Helix Multi-Cloud Broker page on the Electronic Product Distribution site

Data flow between BigPanda and BMC Helix ITSM

Data flow between BMC Helix ITSM and BigPanda

Task 1: To configure the integration

1. Log in to BMC Helix Innovation Studio.
2. On Workspace, click Multi-Cloud Broker.

3. To launch BMC Helix Multi-Cloud Broker, click Visit Deployed Application.
   

   Success

   Tip

   Access BMC Helix Multi-Cloud Broker directly by entering the URL https://hostName:portNumber/helix/index.html#/com.bmc.dsm.mcsm/login and logging in as a tenant administrator.

4. Click Settings.

5. Select Start Here > Quick Configuration Guide.

   The Quick Configuration Guide page is displayed.

6. In the Step 1: Choose configuration tab, under DevOps Integration, select Between ITSM Incident and BigPanda.

   Warning

   Important

   In Choose Configuration, Helix iPaaS (powered by Jitterbit) is selected by default. Do not change this value.

   

7. In the Step 2: Perform configurations tab, perform the following steps:
   1. Add an operating organization, if you have not already done so.
   2. Add BigPanda as the vendor organization, if you have not already done so.
   3. To add the vendor metadata, click Manage Vendor Metadata and perform the following steps:
      1. On the Map Vendors page, click Map Vendor. 

      2. Complete the fields as described in the following table:

         Field	Action
         Description	Enter a description for the vendor metadata configuration.
         Ticketing Technology Provider	From the list, select BigPanda.
         (Optional) Instance Name	If you are using multiple instances of BigPanda, enter the name of the instance that you are using for this integration.
         Add Mapping	After you select the ticketing technology provider, click Add Mapping. BMC Helix Multi-Cloud Broker displays the default values in the Instance URL field and the Display Field Mapping section.
         Instance URL	Update the instanceUrl value in the default URL. The default value of this variable is https://{alm octane server name}/ui/?&p={space_id}/{workspace_id}#/release-quality/hierarchy/{type} For example, update the default value to https://ALM Octane.bmc.com/ui/&p=133020/1002#/release-quality/hierarchy/defects
         Process Name	This variable is set to com.bmc.dsm.ticket-brokering-lib:Connector Process ALM Octane. Do not modify this value.
         Display Field Mapping	By default, the basic BigPanda fields are mapped in this section. If you want to map additional fields to be displayed in the BMC Helix ITSM UI, add the relevant mappings by clicking .
         Integration Platform	Select Jitterbit.

      3. Click Save.
   4. To fetch change requests from BMC Helix ITSM, click Define filter criteria to fetch records from ITSM to Helix Multi-Cloud Broker for incident, and perform the following steps:
      1. To select the filter criteria, click Advanced filter.
         
         
      2. Select the filters from the available fields, and click Next.
         The query filter expression is displayed. By default, the AND qualifier is applied when you select multiple filter criteria.

      3. To change the qualifier for your filters, update the query, and then click Save. 

         Warning

         Important

         Make sure that you enter a valid query with available fields and values.

         

      4. Click Close. 
         When a change request matches the operation and filter that you have selected, the system fetches that change request to BMC Helix Multi-Cloud Broker.
   5. In the Configure BigPanda integration section, refer to the configuration steps listed and select the check boxes as you complete each step. 
   6. Click Save.

Task 2: To import the integration template project file

1. Log in to BMC Helix iPaaS and navigate to Cloud Studio.
2. Select your organization.
3. On the projects page, click Import.
4. To navigate to and select the JSON file that you downloaded from the Electronic Product Distribution site, click Browse.
   The Project Name and Organization fields are automatically populated. The default project name is displayed, but you can change it, as needed.
5. From the Environment list, select the environment to which you want to import this integration template, and click Import.
   The project opens after the integration template is imported. 
6. To open the project file at a later time, select the environment where the integration templates are available, select the project name, and click View/Edit.

Task 3: To update the project variables for the integration template

1. Click the ellipsis ... next to the project name and select Project Variables.
   
2. Update the project variables as described in the following tables:

   • BMC Helix iPaaS project variables:

     Project variable	Action
     BHIP_API_Name	Enter the name for an API that is created in BMC Helix iPaaS to receive BMC Helix Multi-Cloud Broker webhook requests.
     BHIP_API_User_Roles	Enter the organization roles that must have access to the BMC Helix iPaaS API. Use comma separated values for multiple values. If this value is blank, all the organization roles are provided access to the BMC Helix iPaaS API.
     BHIP_MCB_API_Profile_Username	The integration template creates the API in to handle requests from BMC Helix Multi-Cloud Broker.  Enter the user name to be used while creating the BMC Helix Multi-Cloud Broker API profile.
     BHIP_MCB_API_Profile_Password	The integration template creates the API in BMC Helix iPaaS to handle requests from BMC Helix Multi-Cloud Broker. Enter the password to be used while creating the BMC Helix Multi-Cloud Broker API profile.
     BHIP_Host	Enter the BMC Helix iPaaS instance URL where you want to run this project. Important: Make sure you do not enter any leading and trailing spaces.
     BHIP_Username	Enter the user name for the BMC Helix iPaaS instance.
     BHIP_Password	Enter the password for the BMC Helix iPaaS instance.
     BHIP_Vendor_API_Profile_Username	Enter the user name for the security profile that you want to use with the vendor API.
     BHIP_Vendor_API_Profile_Password	Enter the password for the security profile that you want to use with the vendor API.
     Enable_BMC_Helix_To_Vendor_Integration	Enable the creation and updates of BigPanda incidents from BMC Helix ITSM incidents. By default, this variable is set to true. If you want to disable updates of BigPanda incidents, set the default value to false.
     Enable_Vendor_To_BMC_Helix_Integration	Enable the creation and updates of  ErrorExcerpt named SaaS ITSM official name was not found in document xwiki:Service-Management.IT-Service-Management.BMC-Helix-Multi-Cloud-Broker.mcbroker253._InclusionsLibrary.WebHome. incidents from  BigPanda incidents. By default, this variable is set to true. If you want to disable updates of BMC Helix iPaaS incidents, set the default value to false.

   • BigPanda variables:

     Project variable	Action
     ALM_Octane_Host	Enter the ALM Octane instance URL where you want to run this project.
     ALM_Octane_Space_Id	Enter the ID of the space associated to the workspace where the entities must be created.
     ALM_Octane_Workspace_Id	Enter the ID of the workspace where the entities must be created.
     ALM_Octane_Client_Id	Enter the Client ID generated for your ALM Octane instance.  For more information about setting up API access to get the client ID and client secret, see Set up API Access in the ALM Octane documentation.
     ALM_Octane_Client_Secret	Enter the Client Secret ID generated for the Client ID. For more information about setting up API access to get the client ID and client secret, see Set up API Access in the ALM Octane documentation.

   • BMC Helix Multi-Cloud Broker project variables:

     Project variable	Action
     MCB_HOST	Enter the BMC Helix Multi-Cloud Broker host URL to which BigPanda incidents must be synchronized.
     MCB_Username	Enter the BMC Helix Multi-Cloud Broker administrator user name that enables users to interact with BMC Helix Multi-Cloud Broker.
     MCB_Password	Enter the password for the provided user name.
     MCB_Vendor_Name	This variable is autopopulated. Do not change the default value.
     MCB_Assigned_Company	Enter the name of the company for which you want to create the BMC Helix ITSM change request.
     MCB_Assigned_Group	Enter the name of the support group to which you want to assign the BMC Helix ITSM change request.
     MCB_Assigned_Support_Organization	Enter the name of the support organization to which you want to assign the BMC Helix ITSM change request.

     The following variables are inputs from BMC Helix ITSM. Either enter values for these variables or map appropriate BigPanda fields if the data is available:

     Project variable	Action
     ITSM_Company_Name	Enter the company name for which the integration template must be run; for example, Calbro Services.
     ITSM_Customer_First_Name	Enter the first name of the BMC Helix ITSM customer. This must be a valid user in BMC Helix ITSM, for whom a ticket can be created.
     ITSM_Customer_Last_Name	Enter the last name of the BMC Helix ITSMcustomer.

Task 4: To deploy and enable the project

Deployment is a one-time activity that initializes the integration configurations. The UI displays a message for the deployment status.

The following image shows the steps to deploy the project and to enable it by deploying the workflow:

(Optional) Task 5: To set the time for API debug mode

By default, the debug mode is set to 2 hours after you run the integration. Debug logs are updated for the time set for the debug mode. To increase the debug mode for a longer period of time, perform the following steps:

1. In BMC Helix iPaaS, select API Manager > My APIs.
2. Open any of the following APIs:

   • ALM_CR_MCSM_to_Vendor—This API is used to create and update BigPanda incidents from 

     BMC Helix ITSM

      incidents.

   • ALM_CR_Vendor_to_MCSM—This API is used to create and update 

     BMC Helix ITSM

      incidents from BigPanda incidents.

3. Select Enable Debug Mode Until: and set it for the required date and time.
4. Save and publish the API.

Related topics

Getting started with BMC Helix Multi-Cloud Broker

Leveraging integration technologies to integrate BMC Helix ITSM and third-party applications