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

User scenarios and associated actions

This section describes the user scenarios and associated actions that were automated using SilkPerformer Performance Testing tool. Out-of-the-box, integration flows were required to communicate between the source and destination systems. These conditions were emulated in a single silkperformer script

Brokering test cases with Salesforce Service Cloud

Brokering TC1 - Create Brokered Incident

Brokering TC1 - Create Brokered Incident [Monitor qualifying incidents in Remedy ITSM and create in Multi-cloud for Incident Brokering]

  1. Initialization step
    1. Login to Remedy with Smart IT (Smart IT) and Salesforce portal. 
  2. Transaction steps
    1. Create New Incident in Smart IT using Service Cloud.
    2. Access this Incident and check whether HTTP response contains string brokerVendorName with Cloud.
    3. If response does not contains expected string, repeat step b and c for every 30 seconds interval. 
    4. Validation process will go on for maximum 6 mins , if it does not return expected string then it will mark transaction as FAIL and proceed with step a for next iteration. 
    5. If validation is successful , then it will get incident details using mcsm HTTP call. Transaction will be marked as PASS and proceed with step a for next iteration.
  3. End step

    1. Logout from Smart IT and Salesforce .

      Note

      This script creates a data file with linked case number from Salesforce and the incident number from Smart IT.

Brokering TC2 - Create Incident Activity Note with Author

Brokering TC2 - Create Incident Activity Note with Author

  1. Initialization step
    1. Login to Smart IT and the Salesforce portal. 
  2. Transaction steps 
    1. Select Random Incident number from data file. [ Data file contains 1000+ incident numbers  of Smart IT and related case number of Salesforce ]
    2. Do a global search in Smart IT and fetch incident details.
    3. Add activity notes in given incident with unique string and timestamp in Smart IT.  
    4. Search related case number in Salesforce.
    5. Access case's notes section in salesforce
    6. Check if response in notes contains unique string. If response does not contain expected string  then repeat  step e and f for every 30 seconds interval. 
    7. Validation process will go on for maximum 6 mins , if it does not return expected string then it will mark transaction as FAIL and proceed with step a for next iteration. 
    8. If validation is successful , then transaction will be marked as PASS and proceed with step a for next iteration.
  3. End step
    1. Logout from Smart IT and Salesforce. 
Brokering TC3 (Sync Service Cloud Case Comment ) & Brokering TC4 (Sync Service Cloud Case )

Brokering TC3 (Sync Service Cloud Case Comment )  and Brokering TC4 (Sync Service Cloud Case )

  1. Initialization step
    1. Login to Smart IT and Salesforce portal. 
  2. Transaction steps
    1. Select Random Case number from data file. [ Data file contains 1000 incident numbers  of Smart IT and related case number of Salesforce ]
    2. Search this case number in Salesforce and fetch its details.
    3. Add comments in given case with unique string and timestamp in Salesforce.
    4. Also Edit Description of given case with unique string and timestamp in Salesforce. 
    5. Do a global search of related incident number in Smart IT. 
    6. Access comment section of incident in Smart IT and description from mcsm call in Smart IT. 
    7. Check if response in comment section of Smart IT and description from mcsm call in Smart IT contains unique string. If response does not contain expected string  then repeat  step f and g for every 30 seconds interval. 
    8. Validation process will go on for maximum 6 mins , if it does not return expected string then it will mark transaction as FAIL and proceed with step a for next iteration. 
    9. If validation is successful , then transaction will be marked as PASS and proceed with step a for next iteration.
  3. End step: Logout from Smart IT and Salesforce.

Brokering test cases with Vendor Remedy ITSM

Brokering TC5 - Create Brokered Incident

Brokering TC5 - Create Brokered Incident [Monitor qualifying incidents in Remedy ITSM and create in Multi-cloud for Incident Brokering]

  1. Initialization step: Login to Smart IT of Customer ITSM portal. 
  2. Transaction steps
    1. Create New Incident in Smart IT using " Email "  
    2. Access this Incident and check whether HTTP response contains string "brokerVendorName" with "Remedy ITSM"
    3. If response does not contains expected string, repeat step b and c for every 30 seconds interval. 
    4. Validation process will go on for maximum 6 mins , if it does not return expected string then it will mark transaction as FAIL and proceed with step a for next iteration. 
    5. If validation is successful , then it will get incident details using mcsm HTTP call . Transaction will be marked as PASS and proceed with step a for next iteration.

  3. End step: Logout from Customer Smart IT.

    Note

    This script creates a data file with linked incident number from Vendor ITSM and the incident number from Customer ITSM .

DevOps Integration with Atlassian JIRA Software Instance test cases

DevOps TC1 - Create Change - JIRA to Remedy with Smart IT

DevOps TC1 - Create Change  - JIRA to Smart IT [Create a change in Remedy ITSM when Multi-cloud has received a qualifying Issue from Dev Tool]

  1. Initialization step: Login to Smart IT and JIRA portal. 
  2. Transaction steps
    1. Create New issue with type "Story" in JIRA with "Highest"  priority.  
    2.  Access this issue and check whether HTTP response contains label with string "CRQ".  "CRQ"  indicates this corresponding change request is created in Smart IT. 
    3. if response does not contains expected string, repeat step b and c for every 30 seconds interval. 
    4. Validation process will go on for maximum 6 mins , if it does not return expected string then it will mark transaction as FAIL and proceed with step a for next iteratoin. 
    5. validation is successful , then it will do a global search in Smart IT with CRQ number and fetch details of change request. Also fetch change request details using mcsm HTTP call . Transaction will be marked as PASS and proceed with step a for next iteration.

  3. End step: Logout from Smart IT and JIRA portal.  

    Note

    This script creates a data file with linked issue number from JIRA and Change Request number from Smart IT.

DevOps TC2 - Create Change Activity Note with Author

DevOps TC2 - Create Change Activity Note with Author [Monitor qualifying activity notes (worklogs) on change records in Remedy ITSM and create in Multi-Cloud for DevOps Integration]

  1. Initialization step: Login to Smart IT and JIRA portal. 
  2. Transaction steps 
    1. Select Random Change Request number from data file. [ Data file contains 1000 Change Request numbers  of Smart IT and related Issue number of JIRA ]
    2. Do a global search in Smart IT and fetch Change Request details.
    3. Add activity notes in given Change with unique string and timestamp in Smart IT.  
    4. Search related Issue number in JIRA.
    5. Access Issue details in JIRA
    6. Check if response in notes contains unique string. If response does not contain expected string  then repeat  step e and f for every 30 seconds interval. 
    7. Validation process will go on for maximum 6 mins , if it does not return expected string then it will mark transaction as FAIL and proceed with step a for next iteration. 
    8. If validation is successful , then transaction will be marked as PASS and proceed with step a for next iteration.
  3. End step: Logout from Smart IT and JIRA. 
DevOps TC3 (Sync JIRA Issue Comment) & DevOps TC4 (Sync JIRA Issue )

DevOps TC3 (Sync JIRA Issue Comment)  and DevOpsTC4 (Sync JIRA Issue )

  1. Initialization step: Login to Smart IT and JIRA portal. 
  2. Transaction steps 
    1. Select Random Case number from data file. [ Data file contains 1000 Change Request numbers  of Smart IT and related Issue number of JIRA]
    2. Search this Issue number in JIRA and fetch its details.
    3. Add comments in given issue with unique string and timestamp in JIRA.
    4. Also Edit Description of given issue with unique string and timestamp in JIRA. 
    5. Do a global search of related change request number in Smart IT. 
    6. Access comment section of change request in Smart IT and description from mcsm call in Smart IT. 
    7. Check if response in comment section of Smart IT and description from mcsm call in Smart IT contains unique string. If response does not contain expected string  then repeat  step f and g for every 30 seconds interval. 
    8. Validation process will go on for maximum 6 mins , if it does not return expected string then it will mark transaction as FAIL and proceed with step a for next iteration. 
    9. If validation is successful , then transaction will be marked as PASS and proceed with step a for next iteration.
  3. End step: Logout from Smart IT and JIRA.
DevOps TC5 - Create DevOps Incident

DevOps TC5 - Create DevOps Incident [Monitor qualifying incidents in Remedy ITSM and create in Multi-Cloud for DevOps Integration]

  1. Initialization step: Login to Smart IT and JIRA portal. 
  2. Transaction steps
    1. Create New Incident in Smart IT and mark its status as "Resolved "  with reason " Future Enhancement" alongwith resolving operation category as Request → JIRA → Story
    2. Access this Incident and check whether HTTP response contains string "brokerVendorName" with "JIRA"
    3. If response does not contains expected string, repeat step b and c for every 30 seconds interval. 
    4. Validation process will go on for maximum 6 mins , if it does not return expected string then it will mark transaction as FAIL and proceed with step a for next iteratoin. 
    5. If validation is successful , then it will get incident details using mcsm HTTP call . Transaction will be marked as PASS and proceed with step a for next iteration.
  3. End step: Logout from Smart IT and JIRA.
DevOps TC6 - Create DevOps Change

DevOps TC6 - Create DevOps Change [Monitor qualifying Change Records in Remedy ITSM and create in Multi-Cloud for DevOps Integration]

  1. Initialization step: Login to Smart IT and JIRA portal. 
  2. Transaction steps
    1. Create New Change in Smart IT and Low Priority with   operation category as Request → JIRA → Story
    2. Access this Incident and check whether HTTP response contains string "brokerVendorName" with "JIRA"
    3. If response does not contains expected string, repeat step b and c for every 30 seconds interval. 
    4. Validation process will go on for maximum 6 mins , if it does not return expected string then it will mark transaction as FAIL and proceed with step a for next iteratoin. 
    5. If validation is successful , then it will get Change details using mcsm HTTP call . Transaction will be marked as PASS and proceed with step a for next iteration.
  3. End step: Logout from Smart IT and JIRA.
DevOps TC7 - Create Incident - JIRA to SmartIT

DevOps TC7- Create Incident- JIRA to Smart IT [Create a Incident in Remedy ITSM when Multi-cloud has received a qualifying Issue from Dev Tool]

  1. Initialization step: Login to Smart IT and JIRA portal. 
  2. Transaction steps 
    1. Create New issue with type "Bug" in JIRA with "Medium"  priority.  
    2.  Access this issue and check whether HTTP response contains label with string "INC".  "INC"  indicates this corresponding change request is created in Smart IT. 
    3. if response does not contains expected string, repeat step b and c for every 30 seconds interval. 
    4. Validation process will go on for maximum 6 mins , if it does not return expected string then it will mark transaction as FAIL and proceed with step a for next iteratoin. 
    5. validation is successful , then it will do a global search in Smart IT with INC number and fetch details of Incident number . Also fetch incident number details using mcsm HTTP call . Transaction will be marked as PASS and proceed with step a for next iteration.
  3. End step: Logout from Smart IT and JIRA portal.  
DevOps TC8 - Create DevOps Problem

DevOps TC8 - Create DevOps Problem [Monitor qualifying Problem Records in Remedy ITSM and create in Multi-Cloud for DevOps Integration]

  1. Initialization step: Login to Smart IT and JIRA portal. 
  2. Transaction steps
    1. Create New Problem in Smart IT and Low Priority with  operational category as Request → JIRA → Story
    2. Access this Incident and check whether HTTP response contains string "brokerVendorName" with "JIRA"
    3. If response does not contains expected string, repeat step b and c for every 30 seconds interval. 
    4. Validation process will go on for maximum 6 mins , if it does not return expected string then it will mark transaction as FAIL and proceed with step a for next iteratoin. 
    5. If validation is successful , then it will get problem details using mcsm HTTP call . Transaction will be marked as PASS and proceed with step a for next iteration.
  3. End step: Logout from Smart IT and JIRA.
DevOps TC9 - Create Problem Activity Note with Author

DevOps TC9 - Create Problem Activity Note with Author [Monitor qualifying activity notes (worklogs) on problem records in Remedy ITSM and create in Multi-Cloud for DevOps Integration]

  1. Initialization step: Login to Smart IT and JIRA portal. 
  2. Transaction steps 
    1. Select Random Problem number from data file. [ Data file contains 1000 Problem numbers  of Smart IT and related Issue number of JIRA ]
    2. Do a global search in Smart IT and fetch Problem details.
    3. Add activity notes in given Problem with unique string and timestamp in Smart IT.  
    4. Search related Issue number in JIRA.
    5. Access Issue details in JIRA
    6. Check if response in notes contains unique string. If response does not contain expected string  then repeat  step e and f for every 30 seconds interval. 
    7. Validation process will go on for maximum 6 mins , if it does not return expected string then it will mark transaction as FAIL and proceed with step a for next iteration. 
    8. If validation is successful , then transaction will be marked as PASS and proceed with step a for next iteration.
  3. End step: Logout from Smart IT and JIRA. 
DevOps TC10 - Create DevOps Work Order

DevOps TC10 - Create DevOps WorkOrder [Monitor qualifying WorkOrder Records in Remedy ITSM and create in Multi-Cloud for DevOps Integration]

  1. Initialization step: Login to Smart IT and JIRA portal. 
  2. Transaction steps
    1. Create New WorkOrder in Smart IT and Low Priority with  operational category as Request → JIRA → Story
    2. Access this Incident and check whether HTTP response contains string "brokerVendorName" with "JIRA"
    3. If response does not contains expected string, repeat step b and c for every 30 seconds interval. 
    4. Validation process will go on for maximum 6 mins , if it does not return expected string then it will mark transaction as FAIL and proceed with step a for next iteratoin. 
    5. If validation is successful , then it will get WorkOrder details using mcsm HTTP call . Transaction will be marked as PASS and proceed with step a for next iteration.
  3. End step: Logout from Smart IT and JIRA.
DevOps TC11 - Create WorkOrder Activity Note with Author

DevOps TC11 - Create Work Order Activity Note with Author [Monitor qualifying activity notes (worklogs) on WorkOrder records in Remedy ITSM and create in Multi-Cloud for DevOps Integration]

  1. Initialization step: Login to Smart IT and JIRA portal. 
  2. Transaction steps 
    1. Select Random WorkOrder number from data file. [ Data file contains 1000 WorkOrder numbers  of Smart IT and related Issue number of JIRA ]
    2. Do a global search in Smart IT and fetch WorkOrder details.
    3. Add activity notes in given WorkOrder with unique string and timestamp in Smart IT.  
    4. Search related Issue number in JIRA.
    5. Access Issue details in JIRA
    6. Check if response in notes contains unique string. If response does not contain expected string  then repeat  step e and f for every 30 seconds interval. 
    7. Validation process will go on for maximum 6 mins , if it does not return expected string then it will mark transaction as FAIL and proceed with step a for next iteration. 
    8. If validation is successful , then transaction will be marked as PASS and proceed with step a for next iteration.
  3. End step: Logout from Smart IT and JIRA. 
DevOps TC12 - Create WorkOrder From Jira Issue - JIRA to SmartIT

DevOps TC12 - Create WorkOrder  - JIRA to Smart IT [Create a WorkOrder in Remedy ITSM when Multi-cloud has received a qualifying Issue from Dev Tool]

  1. Initialization step: Login to Smart IT and JIRA portal. 
  2. Transaction steps
    1. Create New issue with type "bug" in JIRA with "Low"  priority.  
    2.  Access this issue and check whether HTTP response contains label with string "WO".  "WO"  indicates this corresponding WorkOrder is created in Smart IT. 
    3. if response does not contains expected string, repeat step b and c for every 30 seconds interval. 
    4. Validation process will go on for maximum 6 mins , if it does not return expected string then it will mark transaction as FAIL and proceed with step a for next iteratoin. 
    5. validation is successful , then it will do a global search in Smart IT with WO number and fetch details of change request. Also fetch change request details using mcsm HTTP call . Transaction will be marked as PASS and proceed with step a for next iteration.
  3. End step: Logout from Smart IT and JIRA portal. 

DevOps Integration with Microsoft Azure Instance test cases

DevOps TC13 - Create Azure DevOps Work Item

DevOps TC13 - Create Azure DevOps Work Item [Remedy Incident to Azure DevOps work item ]

  1. Initialization step: Login to Smart IT portal.
  2. Transaction steps
    1. Create New Incident in Smart IT and mark its status as "Resolved "  with reason " Future Enhancement" alongwith resolving operation category as Request → Azure DevOps→ User Story
    2. Access this Incident and check whether HTTP response contains string "brokerVendorName" with "Azure DevOps"
    3. If response does not contains expected string, repeat step b and c for every 30 seconds interval. 
    4. Validation process will go on for maximum 6 mins , if it does not return expected string then it will mark transaction as FAIL and proceed with step a for next iteratoin. 
    5. If validation is successful , then it will get incident details using mcsm HTTP call . Transaction will be marked as PASS and proceed with step a for next iteration.
  3. End step: Logout from Smart IT

This business transaction need two integration flows :

  • Existing flow "Create DevOps Incident" polls Remedy ITSM and creates incident in multi-cloud. ( polling of 3 mins ).
  • New Flow configured -> “Create Azure DevOps Work Item” will pick up record with webhook method ( web-hook trigger listening on Incident Record Definition with Technology Service = "Azure DevOps". )  & Create action chaining flow from Multi-Cloud to Azure DevOps connector to create work item. Get the output of the create work item action  to map to multi-cloud connector update vendor data action and then to call Remedy Connector update incident action to update the incident with broker vendor name.


DevOps TC14 - Create Incident From Azure to SmartIT

DevOps TC14- Create Incident- Azure work item to Smart IT [Create a Incident in Remedy ITSM from Azure DevOps ]

  1. Initialization step: Not applicable.
  2. Transaction steps 
    1. Send REST API call with valid authentication token to Microsoft Azure to create New "Bug" in Azure with "1"  priority.  
    2.  Access this bug and check whether HTTP response contains tag with string "INC".  "INC"  indicates this corresponding incident number is created in Smart IT. 
    3. if response does not contains expected string, repeat step b and c for every 20 seconds interval. 
    4. Validation process will go on for maximum 4 mins , if it does not return expected string then it will mark transaction as FAIL and proceed with step a for next iteration. 
    5. If validation is successful then transaction will be marked as PASS.
    6. wait for 150 seconds , since this flow works on web-hook , it is required to control total number of transactions , this 150 seconds pacing is added. Proceed with step a for next iteratio
  3. End step: Not applicable.

This business transaction need two Integration flows :

  • Flow Used “Create Incident from Azure DevOps” ,  it will create incident in MultiCloud using webhook subscription. Then MC connector process will push this incident to Remedy to generate remedy incident.
  • Another Flow “Tag Azure DevOps Work Item with Remedy Incident Number”  it will associate given Remedy Incident with Bug created in Azure using WebHook.

Ticket Consolidation with Vendor Remedy ITSM test cases

Ticket Consolidation TC1 - Create Incident From Vendor ITSM

Ticket Consolidation TC1 - Create Incident from Vendor ITSM -  [Create a Incident in Customer Remedy ITSM when Multi-cloud has received a qualifying incident from Vendor ITSM ]

  1. Initialization step: Login to Vendor & Customer Smart IT portal. 
  2. Transaction steps 
    1.  Create New Incident in SmartIT of Vendor ITSM alongwith operation category as Request → ITSM → Incident 
    2.  Access this incident and check whether HTTP response contains label with string "vendorTicketNumber".  "vendorTicketNumber"  indicates this corresponding incident is created in customer Smart IT. 
    3. if response does not contains expected string, repeat step b and c for every 30 seconds interval. 
    4. Validation process will go on for maximum 6 mins , if it does not return expected string then it will mark transaction as FAIL and proceed with step a for next iteratoin. 
    5. validation is successful , then transaction will be marked as PASS and proceed with step a for next iteration.
  3. End step: Logout from Smart IT of vendor & customer portal.  
Ticket Consolidation TC3 (Sync Vendor ITSM Incident Worklog) & Ticket Consolidation TC4 (Sync Vendor ITSM Incident )

Ticket Consolidation TC3 (Sync Vendor ITSM Incident Worklog )  and Ticket Consolidation TC4 (Sync Vendor ITSM Incident )

  1. Initialization step: Login to Vendor and Customer SmartIT portal. 
  2. Transaction steps 
    1. Select Random Incident number from data file. [ Data file contains 1000 Incident numbers  of Vendor Smart IT and related incident number of Customer ITSM ]
    2. Search this Incident number in SmartIT and fetch its details.
    3. Add comments in given Incident with unique string and timestamp in Vendor SmartIT.
    4. Also Edit Description of given Incident with unique string and timestamp in Vendor SmartIT. 
    5. Do a global search of related Incident number in Customer Smart IT. 
    6. Access comment section of Incident number in Customer Smart IT and description from mcsm call in Customer Smart IT. 
    7. Check if response in comment section of Smart IT and description from mcsm call in Smart IT contains unique string. If response does not contain expected string  then repeat  step f and g for every 30 seconds interval. 
    8. Validation process will go on for maximum 6 mins , if it does not return expected string then it will mark transaction as FAIL and proceed with step a for next iteration. 
    9. If validation is successful , then transaction will be marked as PASS and proceed with step a for next iteration.
  3. End step: Logout from Smart IT of vendor & customer portal.

The following business transaction mappings were considered as below : 

2002_Business_TransactionMappings.png

The following out-of-the-box DevOps Integration and Incident Brokering flows were configured in BMC Helix Integration Studio.

2002_Integration_Flows.png

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*