This documentation supports the 20.02 version of BMC Helix Multi-Cloud Service Management.

Jira Service Desk integration reference

To establish integration with Jira Service Desk, configure the following connectors, flows, and connector targets. You need to set up tenant level configurations. BMC Helix Multi-Cloud Service Management provides out-of-the-box mappings and application level configurations required for the integration. After you complete the integration, you can broker tickets from Remedy ITSM to Jira Service Desk, sync Jira Service Desk ticket details to Remedy 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 Service Management logically chains the flows and connector processes to complete the feature.

List of connectors for integration with Jira Service Desk

You need to configure the following connectors when setting up integration with Jira Service Desk. These connectors are integration points for the respective applications. For instance, to send the data from BMC Helix Multi-Cloud Service Management to Jira Service Desk, you must configure a flow from Multi-Cloud connector to Jira Service Desk connector.

ITSM connector

  • Configuration
    If you are integrating BMC Helix Multi-Cloud Service Management with an on-premises instance of Remedy 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 Remedy 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 Service Management, 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.


Jira Service Desk connector
  • Configuration

Field

Value

Name

Enter a name for the connector configuration.

Site

For an on-premises Jira Service Desk instance, select the  site that you created.
OR
 For Jira Service Desk instances in the cloud, select  Cloud  as the site.

Jira Server Hostname

Enter the name of the Jira Service Desk server.

Jira server Port

Enter the port number of the Jira Service Desk server. Use port number 443 for HTTPS protocol.

Protocol

Enter the protocol used by the Jira Service Desk server.

  • Account
    Add the account of a Jira Service Desk user who can view and update Jira Service Desk incidents.


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
    .

List of flows for integration with Jira Service Desk

You can configure the following flows when setting up integration with Jira Service Desk. Each flow is self descriptive, for example to create an incident in Remedy ITSM from Jira Service Desk, you must configure  Create Incident from Jira Service Desk  flow.


Create Incident from JIRA Service Desk flow
  • Trigger 
    Select your Jira Service Desk project from the drop-down list in Project.
  • Field Mapping 
    Retain the values that are available out-of-the-box.


Sync JIRA Service Desk Issue flow
  • Trigger 
    Select your Jira Service Desk project from the drop-down list in Project .

  • Field Mapping 
    Do not change the following out-of-the-box field mappings.

    Field

    Value

    Vendor

    Jira Service Desk

    Vendor Ticket Id

    Issue Key

    Vendor Ticket Properties

    Retain the out-of-the-box properties mapping.


Sync JIRA Service Desk Issue Comment flow
  • Trigger 
    Select your Jira Service Desk project from the drop-down list in Project .

  • Field Mapping 
    Do not change the following out-of-the-box field mappings.

    Field

    Value

    text

    Comment Body

    post_type

    comment#remedy

    ticket_type

    incident

    Vendor

    JIRA Service Desk

    Vendor Ticket Id

    Issue Key

    commentId

    Comment ID

    Author

    Comment Author

    Attachment Object 1

    Attachment Object 1

    Attachment Object 2

    Attachment Object 2

    Attachment Object 3

    Attachment Object 3


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 ITSM 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.


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.

List of connector targets for integration with Jira Service Desk

When a ticket is brokered from Jira Service Desk to Remedy ITSM, the ticket data first comes in BMC Helix Multi-Cloud Service Management before being sent to Remedy ITSM. To send the data from BMC Helix Multi-Cloud Service Management to Remedy ITSM, you must configure the MCSM Remedy ITSM connector target and set it in the Connector Process Remedy ITSM. Similarly, when a ticket is brokered from Remedy ITSM to Jira Service Desk, the ticket data first comes in BMC Helix Multi-Cloud Service Management before being sent to Jira Service Desk. To send the data from BMC Helix Multi-Cloud Service Management to Jira Service Desk, you must configure the MCSM JIRA Service Desk connector target and set it in the Connector Process JIRA Service Desk.


MCSM Remedy ITSM connector target

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


MCSM JIRA Service Desk 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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