Enabling prebuilt DevOps integration between JIRA Software and Remedy ITSM

• 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.

• 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 to 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.

• 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
  .

• Configuration

  • If you are integrating with an on-premises instance of Remedy ITSM, enter values for the following fields:

    Field	Value
    Name	Enter a name for the connector configuration
    Site	For each on-premises Jira instance, select the site that you created. For Jira instances in the cloud, 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.

  • If you need to integrate with multiple instances of Jira, add a Connector Configuration for each instance.

• Account
  • Add the account of a Jira user who can view and update Jira issues.
  • If you need to integrate with multiple Jira instances, add an account for each of the Jira instances.

• 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.
  

• Project
  To query for issues to send to Remedy ITSM, enter the name of the Jira projects.

• Trigger

  The trigger condition determines the qualification criteria to create a Remedy 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 Remedy ITSM.

  Note

  If you are also creating Work Orders and Change Requests from Jira, make sure the trigger condition is unique to creating an incident.

• Field Mapping
  The default field mappings follow the best practices for mapping data from a Jira issue to a Remedy ITSM Incident. You can change these mappings.

  Remedy ITSM field	Jira field	Additional information
  Priority	Priority	Default field mapping
  Summary	Issue Summary	Default field mapping
  Company		Out of the box, this field is mapped with the company created in BMC Helix Multi-Cloud Service Management and Remedy ITSM. However, you can map any Jira field with a company value or build a transformation for any other field to set the company value. You must set the field to a value that matches the company you have created.
  Description	Issue Description	Default field mapping
  Customer First and Last Name		Map these fields to the Jira fields that map to users registered in Remedy ITSM. If you do not have fields in Jira that map to Remedy ITSM users, you can add a transformation or set predetermined values.
  Status		For new incidents that are created in the system, set New as the predetermined value.
  Urgency and Impact	Priority	Default field mapping
  Incident Type		By default, this field is set to User Service Restoration.
  Reported Source		By default, this field is set to Other.
  Vendor		Select the vendor name tied to this flow. If you are integrating with multiple instances of Jira, set this value to the vendor mapping defined for that instance of Jira.
  Vendor Ticket Properties		These properties are used by BMC Helix Multi-Cloud Service Management to display Jira data in BMC Remedy with Smart IT.

• 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

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

  Remedy 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 Remedy ITSM for the project name: Change the project field type to dynamic. Select the Field ID on the BMC Helix Multi-Cloud Service Management record definition of the field that stores the Remedy ITSM project value. Define the mapping from the Remedy ITSM value to the Jira value. You can add the transformations to select the appropriate project based on the value received from Remedy ITSM.
  Priority	Priority	The Vendor Field Mapping section in the Map Vendor definition defines the transformation from the Remedy ITSM priority field to the Jira priority field. Update the mapping in the flow to update the value transformation from Remedy 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.

• Trigger 
  You need to set a trigger condition for this flow to determine which Incidents should be sent to Jira. For example, you can use the following triggers:
  • Operational or Product Categorization fields in Remedy ITSM
  • Assignment of the incident

  • Add a custom field as per your requirement.

    Note

    The Create DevOps Incident flow can be used to send incidents to different instance of Jira as well as to different DevOps vendors like Agile Central. Use the Technology Service mapping to determine the instance and vendor the incident should be sent to. Usually the mapping is based on a value on the incident, and is defined in the flow.

• Field Mapping

  The following values are mapped out-of-the-box:

  Remedy ITSM field	Jira field	Additional information
  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 Remedy ITSM for the project name: Change the project field type to dynamic. Select the Field ID on the BMC Helix Multi-Cloud Service Management record definition of the field that stores the Remedy ITSM project value. Define the mapping from the Remedy ITSM value to the Jira value. You can add the transformations to select the appropriate project based on the value received from Remedy ITSM.
  Priority	Priority	Default field mapping
  Summary	Issue Summary	The Incident ID is included as a part of the Summary.
  Resolution 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 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 incident 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
  Incident ID	Label	The Incident ID is included in the Summary and also added as a label on the issue.

• Trigger 
  You need to set a trigger condition for this flow to determine which Problems should be sent to Jira. For example, you can use the following triggers:
  • Operational or Product Categorization fields in Remedy ITSM
  • Assignment of the problem
  • Add a custom field as per your requirement.

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

  Remedy 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 Remedy ITSM for the project name: Change the project field type to dynamic. Select the Field ID on the BMC Helix Multi-Cloud Service Management record definition of the field that stores the Remedy ITSM project value. Define the mapping from the Remedy ITSM value to the Jira value. You can add the transformations to select the appropriate project based on the value received from Remedy ITSM.
  Priority	Priority	Default field mapping
  Summary	Issue Summary	The Problem 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 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 problem 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 Problem ID is included in the Summary and also added as a label on the issue.

• 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 Remedy ITSM
  • Assignment of the problem
  • Add a custom field as per your requirement.

• Field Mapping

  The following values are mapped out-of-the-box:

  Remedy 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 Remedy ITSM for the project name: Change the project field type to dynamic. Select the Field ID on the BMC Helix Multi-Cloud Service Management record definition of the field that stores the Remedy ITSM project value. Define the mapping from the Remedy ITSM value to the Jira value. You can add the transformations to select the appropriate project based on the value received from Remedy 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 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 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.

• 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.

• Trigger

  Field	Value
  Shared with Vendor	True

• Field MappingDo 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

  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.

• Trigger

  Field	Value
  Broker Vendor Name	is not empty

  
  

• Field Mapping

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

  Field	Value
  post_type	comment#vendor
  ticketNumber	Problem ticket
  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.

• 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

  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.

• 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.

• 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.

• 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

  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.

Use this flow when you do want to make direct data updates between a Jira issue and Remedy 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.

• 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

Use this flow to update the BMC Helix Multi-Cloud Service Management incident record fields with the data from the Jira issue fields.

• Trigger
  Retain the values that are available out-of-the-box.

• 
  
  • Flow Target 1 (BMC Helix Multi-Cloud Service Management)

• 
  
  • 
    

    • Field mapping

      The following mappings are available out-of-the-box:

      Field	Value
      Status	Status
      Vendor Note: The value of this field is set to JIRA.	NA
      Vendor Ticket Id	Issue Key

• Flow Target 2 (BMC Helix Multi-Cloud Service Management)
  

  • Field mapping
    The following mappings are available out-of-the-box and as required, you can add additional mappings:

    Field	Value
    incidentNumber	Parent ticket Id
    Summary	Issue Summary
    Description	Issue Description
    Priority	Priority
    Vendor Note: The value of this field is set to JIRA.	NA

    
    

Use this flow to update the BMC Helix Multi-Cloud Service Management change record fields with the data from the Jira issue fields.

• Trigger
  The following table lists the out-of-the-box conditions that you must not change:

  Condition	Value
  Is Modified	true
  Labels	CRQ\d+

  Note

  In the Project field, select the project name for which you are creating the flow.

• Flow Target 1 (BMC Helix Multi-Cloud Service Management) to update vendor ticket data

  • Field mappings
    The following table lists the out-of-the-box mappings:
    

    Field	Value
    Status	Status
    Vendor Note: The value of this field is set to JIRA.	NA
    Vendor Ticket Id	Issue Key

• Flow Target 2 (BMC Helix Multi-Cloud Service Management) to update the change request

  • Field mappings
    The following table lists the out-of-the-box mappings:
    

    Field	Value
    Remedy Change ID	Parent Ticket Id
    Summary	Issue Summary
    Description	Issue Description
    Priority	Priority

Use this flow when you want to make direct data updates between a Remedy ITSM change request and Jira issue. This flow monitors change requests that are brokered to the vendor and syncs updates from Remedy ITSM to BMC Helix Multi-Cloud Service Management.

• Trigger
  The following table lists the out-of-the-box trigger conditions that you must not change:

  Condition	Value
  Broker Vendor Name	not empty

• Flow Target 1 (BMC Helix Multi-Cloud Service Management)

  • Field mappings
    The following table lists the out-of-the-box mappings between Remedy ITSM and BMC Helix Multi-Cloud Service Management fields:

    Field	Value
    Remedy Change ID	Change ID
    Summary	Summary
    Company	Company
    Description	Notes
    Status	Status
    Priority	Priority
    Status Reason Code	Status Reason

Use this flow when you want to make direct data updates between a Remedy ITSM incident and Jira issue. This flow monitors the incidents that are brokered to the vendors and syncs updates from Remedy ITSM and BMC Helix Multi-Cloud Service Management.

• Trigger
  The following table lists the out-of-the-box trigger conditions that you must not change:

  Condition	Value
  Broker Vendor Name	not empty

• Flow Target 1 (BMC Helix Multi-Cloud Service Management)

  • Field mappings
    The following table lists the out-of-the-box mappings between Remedy ITSM and BMC Helix Multi-Cloud Service Management fields:

    Field	Value
    incidentNumber	Incident Number
    Summary	Summary
    Description	Notes
    Status	Status
    Urgency	Urgency
    Impact	Impact
    Resolution Category Tier 1	Resolution Category
    Resolution Category Tier 2	Resolution Category Tier 2
    Resolution Category Tier 3	Resolution Category Tier 3

Use this flow when you want to sync data between a Remedy ITSM change request and BMC Helix Multi-Cloud Service Management change request.

• Trigger
  The following table lists the out-of-the-box trigger conditions that you must not change:

  Condition	Value
  Condition	is ${webhookContext.466000246} = "true"
  Include All Fields	is true
  Record Event	equals update

  
  

• Flow Target 1 (Remedy ITSM)

  • Field mappings
    The following table lists the out-of-the-box mappings between Remedy ITSM and BMC Helix Multi-Cloud Service Management fields:
    

    Field	Value
    Change ID	Remedy Change ID
    Summary	Summary
    Detailed Description	Description
    Priority	Priority

• Flow Target 2 (BMC Helix Multi-Cloud Service Management)

  • Field mappings
    The following table lists the out-of-the-box mappings between BMC Helix Multi-Cloud Service Management fields:
    

    Field	Value
    Remedy Change ID	Remedy Change ID
    Sync Remedy Ticket	false

Use this flow to sync data between a Remedy ITSM incident and BMC Helix Multi-Cloud Service Management incident.

• Trigger conditions
  The following table lists the out-of-the-box trigger conditions that you must not change:

  Condition	Value
  Condition	is ${webhookContext.466000244} = "true"
  Include All Fields	is true
  Record Event	equals update

• Flow Target 1 (Remedy ITSM)
  The following table lists the out-of-the-box mappings between BMC Helix Multi-Cloud Service Management and Remedy ITSM fields:
  

  Field	Value
  Incident Number	Remedy Incident Number
  Details	Description
  Priority	Priority
  Description	Summary

• Flow Target 2 (BMC Helix Multi-Cloud Service Management)
  The following table lists the out-of-the-box mappings between BMC Helix Multi-Cloud Service Management fields:
  

  Field	Value
  incidentNumber	Remedy Incident Number
  Sync Remedy Ticket	false

Use this flow to make direct data updates in a Jira issue from a BMC Helix Multi-Cloud Service Management change.

• Trigger conditions
  The following table lists the out-of-the-box trigger conditions that you must not change:

  Condition	Value
  Condition	is ${webhookContext.466000245} = "true"
  Include All Fields	is true
  Record Event	equals update
  Source ID	contains JIRA

• Flow Target 1 (BMC Helix Multi-Cloud Service Management)
  The following table lists the out-of-the-box mappings between source and target fields in BMC Helix Multi-Cloud Service Management:

  Field	Value
  Parent Ticket Id	ID

• Flow Target 2 (Jira)
  The following table lists the out-of-the-box mappings between BMC Helix Multi-Cloud Service Management and Jira fields:

  Field	Value
  Issue Key	Vendor Ticket Id
  Issue Description	Description
  Issue Summary	Summary

  
  

• Flow Target 3 (BMC Helix Multi-Cloud Service Management)
  The following table lists the out-of-the-box mappings between BMC Helix Multi-Cloud Service Management fields:

  Field	Value
  Remedy Change ID	Remedy Change ID
  Sync Vendor Ticket	false

Use this flow to make direct data updates in a Jira issue from a BMC Helix Multi-Cloud Service Management incident.

• Trigger conditions
  The following table lists the out-of-the-box trigger conditions that you must not change:

  Condition	Value
  Condition	is ${webhookContext.466000243} = "true"
  Include All Fields	is true
  Record Event	equals update
  Source ID	contains JIRA

• Flow Target 1 (BMC Helix Multi-Cloud Service Management)
  The following table lists the out-of-the-box mappings between source and target fields in BMC Helix Multi-Cloud Service Management:

  Field	Value
  Parent Ticket Id	ID

• Flow Target 2 (Jira)
  The following table lists the out-of-the-box mappings between BMC Helix Multi-Cloud Service Management and Jira fields:

  Field	Value
  Issue Key	Vendor Ticket Id
  Issue Description	Description
  Issue Summary	Summary

  
  

• Flow Target 3 (BMC Helix Multi-Cloud Service Management)
  The following table lists the out-of-the-box mappings between BMC Helix Multi-Cloud Service Management fields:
  
  

  Field	Value
  incidentNumber	Remedy Incident Number
  Sync Vendor Ticket	false

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

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