This documentation supports the 20.08 version of BMC Helix Multi-Cloud Service Management.To view the documentation for the previous version, select 20.02 from the Product version menu.

CA Agile Central integration reference

To establish integration with CA Agile Central, configure the following connectors, flows, and connector targets. You need to set up tenant level configurations. BMC Helix Multi-Cloud Broker provides out-of-the-box mappings and application level configurations required for the integration. After you complete the integration, you can broker tickets from ITSM to CA Agile Central, sync CA Agile Central ticket details to 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.

List of connectors for integration with CA Agile Central

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


ITSM connector

  • Configuration
    If you are integrating BMC Helix Multi-Cloud Broker with an on-premises instance of 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 ITSM user account that has permissions to view business service requests and permissions to update incidents, change, or problem requests.


Multi-Cloud connector
  • 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 Innovation Studio.
    For information about changing the user password, see Creating or modifying Person data.


CA Agile Central connector

  • Configuration

    Field

    Value

    Name

    Enter a name for the connector configuration.

    Site

    For an on-premises CA Agile Central 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 CA Agile Central server.

    CA Agile Central server Port:

    Enter the port number of the CA Agile Central server.

    Protocol

    Enter the protocol.

  • Account
    • Add the account of a CA Agile Central user who can view and update issues.


SMTP Email connector

  • Configuration

    Field

    Value

    Name

    Enter a name for the connector configuration.

    Site

    For an on-premises CA Agile Central 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 CA Agile Central server.

    CA Agile Central server Port:

    Enter the port number of the CA Agile Central server.

    Protocol

    Enter the protocol.

  • Account
    • Add the account of a CA Agile Central user who can view and update issues.

List of flows for integration with CA Agile Central

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


Create DevOps Incident flow

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Sync Agile Central Defect flow
  • Trigger
    Ensure that Tags is set to contains 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

    Note

    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 flow
  • 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

    Note

    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 flow

  • 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

    Note

    You can change the out-of-the-box field mapping for the text field. Default value is set to Notes.

    However, BMC recommends that you retain the existing mapping.


Create Incident Activity Note with Author flow (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

    Note

    You can change the out-of-the-box field mapping for the text field. Default 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 CA Agile Central

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

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


MCSM ITSM connector target

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


MCSM Agile Central connector target

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

 

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