Enabling prebuilt integration with Jira Service Desk

You can configure BMC Helix Multi-Cloud Service Management for consolidating your tickets from Atlassian JIRA Software Service Desk to your Remedy IT Service Management (ITSM) or BMC Helix IT Service Management (ITSM) application. After the integration, you can broker tickets from Jira Service Desk to Remedy ITSM. The trigger conditions defined in BMC Helix Integration Service flows evaluate the criteria for creating Remedy ITSM incidents. For more information about ticket consolidation, see Ticket-consolidation.

Before you begin

Complete all preconfiguration tasks before you configure Jira Service Desk integration.

To select the integration option for Jira Service Desk

Launch BMC Helix Platform by using the URL provided in the email sent to you from BMC, and log in as an administrator.
From the list of applications, select Workspace > Applications > Multi-Cloud Service Management.
To launch BMC Helix Multi-Cloud Service Management, on the top-right corner of the page, click Visit Deployed Application.
Tip
You can access BMC Helix Multi-Cloud Service Management directly by entering the URL https://hostName:portNumber/innovationsuite/index.html#/com.bmc.dsm.mcsm and logging in as a tenant administrator.
To open the configuration page, click Settings.
Select Start Here > Quick Configuration Guide.
BMC Helix Multi-Cloud Service Management lists the features available to you.

6. For the Jira Service Desk feature, select Jira Service Desk to Remedy incident under Ticket Consolidation, and click Done.

The Configuration Links page displays a list of the common configurations, connectors, flows, and connector targets, and processes that you need to configure as described in the next tasks.

To map Jira Service Desk vendor data to Remedy ITSM or Smart IT

Configuring vendor data includes setting up a vendor organization and defining vendor mappings for the technology provider. Vendor mapping ensures that your vendor is notified about changes to the Remedy ITSM fields by sending updates as a comment to the corresponding vendor ticket.

If you have not already done so, to set up the vendor organizations, on the Configuration Links page, click Manage Vendor Organizations. For instructions, see Performing-preconfiguration-tasks.
To add or update the vendor mapping, on the Configuration Links page, click Map Vendors.
On the Map Vendors screen, click to open the Map New Vendor page.
Enter a Description that makes it easy for you to identify the vendor metadata configuration.

Select the Ticketing Technology Provider.
The Ticketing Technology Provider is the application the vendor uses to manage tickets.

Vendor	Ticketing Technology Provider
Amazon	AWS
JIRA Software	JIRA
Salesforce Service Cloud	Service Cloud
CA Agile Central	Agile Central
Remedy ITSM	Vendor Remedy ITSM
JIRA Software Service Desk	JIRA Service Desk
Microsoft Azure Devops	Azure DevOps
Azure Monitor	Azure Alerts
IBM QRadar	QRadar
BMC TSOM	TrueSight Ops Mgmt for PSR

Click Add Mapping.
BMC Helix Multi-Cloud Service Management displays the default Instance URL, Vendor Field Mapping and Display Field Mapping.
Update the Instance URL with the ticketing technology provider server and port details.
To add or delete mapped field values, click Click { } to open the JSON editor, and modify Vendor Field Mapping and Display Field Mapping.
1. If required, update the existing Vendor Field Mapping.
  Vendor field mapping defines how BMC Helix Multi-Cloud Service Management maps Remedy ITSM fields to vendor ticket fields.
2. If required, update the existing Display Field Mapping.
  Display field mapping defines how vendor ticket fields map to the fields on the Smart IT console.

To configure connectors for integrating Remedy ITSM and Jira Service Desk with BMC Helix Multi-Cloud Service Management

For each feature you selected, complete the following procedure for the connectors listed on the Configuration Links page.

To navigate to BMC Helix Integration Service, on the Configuration Links page, click Configure connectors in Integration Studio under Required Common Configurations.
You must configure the connectors listed for each feature, in addition to the connectors listed under Required Common Configuration.
To enter field values, select a connector, such as Remedy ITSM, and click Configuration.
You might need to click the arrow on the ribbon in the lower section of the screen to open the Configuration pane.
To update the configuration defaults, enter the appropriate field values by referring to the list of connectors at the end of this procedure.
To add or update the user account that is used to access the vendor application, click Accounts.

List of connectors for integration with Jira Service Desk

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.

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

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.

Jira Service Desk

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

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
.

To configure flow triggers and field mappings between Remedy ITSM, BMC Helix Multi-Cloud Service Management, and Jira Service Desk

For each feature you selected, complete this procedure for the flows listed on the Configuration Links page.

To navigate to BMC Helix Integration Service, on the Configuration Links page, click Configure flows in Integration Studio under Required Common Configurations.
You need to configure the flows listed for each feature, in addition to the flows listed under Required Common Configuration.
To open the flow template page, on the Catalog tab in Integration Studio, click the flow you want to configure.
To create a copy of the flow template, click .
Select the appropriate accounts for the end-point connectors of the selected flow.
You specify the connector accounts when configuring connectors.
To update the name of the flow that you have copied from the flow template, select My Flow, open the flow that you copied, and update the title.
Specify the trigger Conditions and Field mapping, and click OK.
For more information about trigger conditions and field mappings, see the list of flows at the end of this procedure.
Click My Flows and select the flow that you created from the flow template.
To verify the target values for the trigger conditions and the field mappings, in the right pane, click Details.

List of flows for integration with Jira Service Desk

Create incident from Jira Service Desk

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

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.

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

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

Trigger
Field
Value
Shared with Vendor
True

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 (Remedy ITSM 9.1.06 or later)

Trigger
Field
Value
Shared with Vendor
True

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

Trigger
Field
Value
Flow Target
Multi-Cloud

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.

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

To update connector targets for Jira Service Desk integration

BMC preconfigures the out-of-the-box connector targets for all BMC Helix Multi-Cloud Service Management features. If you want to update the connector configuration or account information, update the connector target for the feature.

WarningDo not delete the out-of-the-box connector targets.

To navigate to BMC Helix Platform, in the Configuration Links page, click Configure Connector Targets in Innovation Studio under Required Common Configurations.
You need to configure the connector targets listed for each feature on the Configuration Links page, in addition to the ones listed under Required Common Configuration.
Click the connector target you want to configure or click to configure a new connector target.

Enter or update the following values and save the configuration.

Field	Instructions
Name	Enter a unique name for the configuration. The name is associated with the process that is related to the connector you are configuring.
Connector Type	Select the connector type from the list of connectors available to you in BMC Helix Integration Service.
Configuration	Select a configuration from the list.For example, if you select qradar as the Connector Type, all the configurations that you have made for qradar are displayed in the Configuration list.
Profile	Select a profile. For example, if you select qradar as the Connector Type, all the profiles that you have created for qradar are displayed in the Configuration list.

List of connector targets for integration with Jira Service Desk

Connector Process Remedy ITSM

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

MCSM JIRA Service Desk

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

When you complete the configuration for all the components, verify that incidents are being brokered from Jira Service Desk to Remedy ITSM.

To enable mapping between Remedy ITSM fields and custom fields created in Jira Service Desk

You can send and receive the value of custom fields created in Jira Service Desk from a field in Remedy ITSM by updating the Jira Service Desk connector, flow and vendor data configuration.

Create a custom field in Jira Service Desk.
1. Log in to Jira Service Desk and add the custom fields that you need.
2. Ensure that the custom fields are available on all the screens and issue types that you want to integrate with.
Synchronize the Jira Service Desk connector.
1. Log in to BMC Helix Integration Studio.
2. Navigate to Catalog and click Connectors.
3. Select the Jira Service Desk connector and click Custom Fields in the Configuration pane.
  You might need to click the arrow on the ribbon in the lower section of the screen to open the Configuration pane.
4. Select the connector configuration that you want to update for custom fields and click Generate or Re-Generate.
Update the Sync JIRA Service Desk Issue flow to synchronize the new field.
1. Get the internal ID from Jira Service Desk for your custom fields:
  1. Run echo -n username:password| base64
    to generate base64 encoded string for subsequent requests.
  2. Run wget --no-check-certificate --header='X-Requested-With: XMLHttpRequest' --header='Authorization: Basic [base64 encoded username:password]' --output-document applications.json 'https://[host]/api/v1.0/apps/search?lower_case_name=[connector name]'
    This command creates applications.json file that contains response from the Integration Service. Copy value from id field from the json file and use it in the application Id field in the next command. Find from the list of appConfig your configuration by name and copy value from the Id field. Use the value that you have copied in the configuration Id field in the next command.
  3. Run wget --no-check-certificate --header='X-Requested-With: XMLHttpRequest' --header='Authorization: Basic [base64 encoded username:password]' --output-document app_triggers.json 'https://[host]/api/v1.0/apps/[application Id]/configs/[configuration Id]/triggers'
    This request creates app_triggers.json file with available triggers. Each trigger object contains a fields field that is an array of available fields. Copy value from systemName field. Use this value in step f.
  4. Run wget --no-check-certificate --header='X-Requested-With: XMLHttpRequest' --header='Authorization: Basic [base64 encoded username:password]' --output-document app_actions.json 'https://[host]/api/v1.0/apps/[application Id]/configs/[configuration Id]/actions'
    This request creates app_actions.json file with available actions. Each action object contains a fields field that is an array of available fields. Copy the value of systemName field. These fields can be used as Vendor field mapping properties.
2. Log in to BMC Helix Integration Studio.
3. Navigate to My Flows and select the Sync JIRA Service Desk Issue flow.
4. On the Details tab, click Field Mapping, locate Vendor Ticket Properties.
5. Click Add Property for each field that you want to use.
6. Enter the systemName field and select the field in which the value of the custom field needs to be populated.
To display the custom field, update Display Mapping in Vendor Data configuration.
1. Log in to BMC Helix Multi-Cloud Service Management and click Settings .
2. Navigate to Configure Vendors > Map Vendors.
3. Select the Jira Service Desk metadata that you want to update and click Edit.
4. Add the vendor specific values, if required, for the custom fields.
  - Vendor Field Mapping defines how BMC Helix Multi-Cloud Service Management maps Remedy ITSM fields to vendor ticket fields.
  - Display Field Mapping defines how the vendor ticket fields map to the fields on the Smart IT console.
  The configuration enables you to send data from the custom Jira Service Desk field to the Remedy ITSM field mapped in Vendor Field Mapping.

To store custom field values in Remedy ITSM or Jira Service Desk

By enabling the custom field mapping with Jira Service Desk, you can display the value of custom fields in Smart IT Ticket Details section. However, you can also store the custom field values in Remedy ITSM or Jira Service Desk by modifying the required flow and connector process. To send the custom field values created in Jira Service Desk to Remedy ITSM, perform the following task.

Create the custom field in Jira Service Desk.
1. Log in to Jira Service Desk and add the custom fields that you need.
2. Ensure that the custom fields are available on all the screens and issue types that you want to integrate with.
Create similar custom field in Incident record definition in Ticket Brokering Library
1. Login to BMC Helix Platform.
2. Go to Ticket Brokering Library > Incident.
3. Click + New Field to create a new field.
Create a custom field in Remedy ITSM to store the custom field value from Jira Service Desk.
Synchronize the Jira Service Desk connector.
1. Log in to BMC Helix Integration Studio.
2. Navigate to Catalog and click Connectors.
3. Select the Jira Service Desk connector and click Custom Fields in the Configuration pane.
  You might need to click the arrow on the ribbon in the lower section of the screen to open the Configuration pane.
4. Select the connector configuration that you want to update for custom fields and click Generate or Re-Generate.
Repeat step 4 for Multi Cloud and Helix Remedy ITSM connector.
Update the Create Incident from Jira Service Desk flow to send the value of the new custom field to Remedy ITSM.
1. Login to BMC Helix Integration Studio.
2. To create a flow from Jira Service Desk to Remedy ITSM, if you do not have an existing flow, create Create Incident from Jira Service Desk flow from the template.
  If you have an existing flow, refresh the schema to populate the Jira Service Desk custom field in the flow mapping.
3. Open the flow. Go to Details tab and click FIELD MAPPING to display the fields mapped to the flow.
4. Find the custom field created in Ticket Brokering Library and map it to Jira Service Desk custom field.
Update the Connector Process Remedy ITSM to pass the value to Remedy ITSM.
1. Login to BMC Helix Platform.
2. Go to Ticket brokering library > Processes > Connector Process Remedy ITSM.
3. Select Create Incident block.
4. In Properties section, click Add/Remove parameters and select the custom field from Remedy ITSM you want to store the value into.
5. Map the custom field to the field from the Ticket Brokering Library.
6. Save the connector process.