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.

Jira integration reference for change requests

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

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 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.


SMTP Email connector

  • 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 connector

Excerpt named Jira was not found in document xwiki:Service-Management.IT-Service-Management.BMC-Helix-Multi-Cloud-Service-Management.multicloud.Common-connector-content.WebHome.

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 ITSM from Jira, you must configure Create Change flow.

Send Error Notification flow

  • 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
    Note:     The value of this field is set to Integration Service.

    NA

    Note

    You can change the following out-of-the-box field mappings:

    • Subject
    • From

    However, BMC recommends that you retain the existing mappings.

Create Change flow
Create Change flow
  • Project 
    Enter the name of the Jira projects to query for issues to send to ITSM.

  • Trigger 
    The trigger condition is an example of how to determine for which issue you should create an 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 ITSM.

    Note

    If you are also creating Work Order and Incident Requests 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:

    ITSM field

    Jira field

    Additional information

    Priority

    Priority

    Default field mapping

    Summary

    Issue Summary

    Default field mapping

    Company


    Set this field to your 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 ITSM. If you do not have fields in Jira that map to 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 ITSM status.

    Urgency and Impact

    Priority

    The default transformation sets the value in 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 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 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 Smart IT.

Create DevOps Change flow
  • 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

Note

The Create DevOps Change flow is used to send change requests to different instances of Jira and different DevOps vendors like Agile Central. Use the Technology Service mapping to determine the instance and vendor that the change should be sent to. This mapping is usually based on a value in the change request, and is done in the flow.

  • Field Mapping 
    The following values are mapped out-of-the-box:

    ITSM field

    Jira field

    Description


    Project

    In the Vendor Field Mapping of the Map Vendor definition, the value of Jira project is set under fields.project.name . By default, project is set to MultiCloud .

    You should change this value to the appropriate project name. If you have a corresponding field in 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 ITSM project value.
    3. 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 ITSM priority field to the Jira priority field. Update the mapping in the flow to update the value transformation from 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 own 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.

Create Change Activity Note flow

  • Trigger
    Field
    Value
    Broker Vendor Name
    is not empty
    Is New Change Work Log
    is true
  • Field MappingDo 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
    NoteYou 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 Change Activity Note with Author flow (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 MappingDo 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
    NoteYou 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.
    For more information about using this flow instead of Create Change Activity Note, see Updating flows.

Sync Jira Issue flow
  • 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 flow

  • 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 ITSM, after the data has come in to BMC Helix Multi-Cloud Broker, you must configure the MCSM ITSM connector target and set it in the Connector Process ITSM. To send data from 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 ITSM connector target

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


MCSM JIRA 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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