Configuring flows

A flow is a connection between two connectors that lets you accomplish a certain task. A triggering event in the source application causes an action to take place in the target application. When setting up BMC Helix Multi-Cloud Service Management, as a tenant administrator, you must specify the appropriate trigger conditions and field mapping for each flow.

While the process for configuring flows remains the same for all Multi-Cloud Service Management features, each flow needs some service-provider-specific information to be set up.

The flow configuration process is a part of the overall set up for Multi-Cloud Service Management. Complete all steps of the process when setting up Multi-Cloud Service Management for the first time. For Multi-Cloud Service Management features that you set up after the first-time configuration, you can reuse existing components and configure only those new components that you require. For more information, see Configuring Multi-Cloud Service Management.

You can choose to use the out-of-the box flows or you can update the flows and tailor them to suit the needs of your organization. For example, you might want to change the trigger condition for one of the available flows. For more information, see Modifying-Multi-Cloud-Service-Management-configuration.

Note: Ensure that you have selected the features you want to enable and that BMC Helix Multi-Cloud Service Management displays a list of flows you need for the selected features.

To configure flows

Click Configure the following flows in Integration Studio.
BMC Helix Multi-Cloud Service Management takes you to BMC Integration Studio for flow configuration.
Click the flow you want to configure to open the flow template page.
Click to create a copy of the flow template.
Select the appropriate accounts for the end-point connectors of the selected flow. Connector accounts are the ones that you added when Configuring-connectors.
(Optional) If you are integrating with multiple instances of Jira, click to select the the appropriate Jira instance from the list and then select a connector account. The Jira instance name corresponds to the Connector configuration name that you created when configuring connectors for your JIRA instance. The Jira account corresponds to the account you added when configuring the connector for your Jira instance.
Specify the trigger Conditions and Field mapping, and click OK.
Click My Flows and select the flow that you created from the template.
If you are integrating with multiple Jira instances, update the name of the flow with the suffix, <instance name>. Updating the name of the flow will help identify the Jira instance for which the flow is being used.
For example, rename Create Change to Create Change Instance 1.
Click Details in the right pane and verify the target values for the trigger conditions and that the field mappings match your requirements.
Refer to the table in Flow configuration fieldsfor information about field mapping and trigger conditions. For more information see, Best practices for defining trigger conditions.
If you are integrating with multiple Jira instances, complete all the steps in this procedure, for each Jira instance.

After you complete flow configuration, you should be able to use the features that you set up.

Flow configuration fields

The following table lists the values required for the fields when configuring flows. It is recommended that you retain the out-of-the-box values unless specified that you need to update them.

Flow	Features using the flow	Trigger	Field mapping
Create Brokered Incident	Remedy Incident to AWS Remedy Incident to Salesforce Service Cloud	Specify the name of the Remedy Business Service for incident brokering in the Service field. Incidents will not be brokered as expected if you do not specify the Service. Note: Business Service is the value that you provide when specifying the Technology Provider, while Configuring-vendor-data.	The following out-of-the-box field mappings should not be changed: Company: Company Service: Service incidentNumber: Incident Number The following out-of-the-box field mappings can be changed required by your organization. However, it is recommended that you retain the existing values. Summary Priority
Create Incident Activity Note	Remedy Incident to AWS Remedy Incident to Salesforce Service Cloud Salesforce Service Cloud to Remedy Incident Remedy Incident to Jira Issue Jira Issue to Remedy Incident Remedy Incident to Agile Central Issue	Ensure Shared with Vendor is set to True.	The following out-of-the-box field mappings should not be changed: post_type: comment#vendor ticketNumber: Incident Number The following out-of-the-box field mappings can be changed required by your organization. However, it is recommended that you retain the existing values. text
Resolve Incident	Incident Brokering with Amazon AWS Incident Brokering with Salesforce Service Cloud Salesforce Service Cloud to Remedy Incident	Specify the name of the Remedy Business Service for incident brokering in the Service field. Note: Business Service is the value that you provide when specifying the Technology Provider while Configuring-vendor-data. Ensure that Status is set to one of the following: Resolved Closed Cancelled	The following out-of-the-box field mappings should not be changed: Status: Status incidentNumber: Incident Number
Sync Service Cloud Case	Incident Brokering with Salesforce Service Cloud	Retain the values that are available out-of-the-box.	The following out-of-the-box field mappings should not be changed: Status: Status (transformation set as Closed > resolved) Vendor: Service Cloud Vendor Ticket Id: Case Number Vendor Ticket Properties: Retain the out-of-the-box properties mapping.
Sync Service Cloud Case Comment	Incident Brokering with Salesforce Service Cloud Salesforce Service Cloud to Remedy Incident	Retain the values that are available out-of-the-box.	The following out-of-the-box field mappings should not be changed: text: Retain the prefix, "Service Cloud added a note" post_type: comment#remedy ticket_type: incident Vendor Ticket Id: Parent commentId: Case Comment ID
Create Change	Jira Issue to Remedy Change	Select the appropriate Project from the list. The flow will not function as expected if Project is not specified.	Enter values for the following fields: Company name - Use the name of the operating company that you created in Innovation Studio. Customer First Name, Customer Last Name - Determines for who the change request will be created. Vendor - If you are integrating with multiple instances of Jira, select Target Values and then select the appropriate JIRA.<instance name>. The following field mapping is available out-of-the-box and should not be changed: Vendor Ticket Id: Issue Key Vendor Ticket Properties: Retain the out-of-the-box properties mapping The following out-of-the-box field mappings can be changed required by your organization. However, it is recommended that you retain the existing values. Summary Risk Level Class Change Type
Create Incident	Jira Issue to Remedy Incident	Select the appropriate Project from the list. The flow will not function as expected if Project is not specified. If you are integrating with multiple instances of Jira, ensure that you select the correct Jira instance when creating a copy of the flow template.	Enter values for the following fields: Company name - Use the name of the operating company that you created in Innovation Studio. Customer First Name, Customer Last Name - Determines for who the change request is created. Vendor: If you are integrating with multiple instances of Jira, select Target Values and then select the appropriate JIRA.<instance name>. The following field mapping is available out-of-the-box and should not be changed: Vendor Ticket Id: Issue Key Vendor Ticket Properties: Keep OOTB properties mapping The following out-of-the-box field mappings can be changed required by your organization. However, it is recommended that you retain the existing values. Summary Incident Type Reported Source
Create Change Activity Note	Jira Issue to Remedy Change Manual association of Remedy Change with Jira Issues Remedy Change to Jira Issue	Ensure that the appropriate project is selected in the Broker Vendor Name list.	The following out-of-the-box field mappings should not be changed: post_type: comment#vendor ticketNumber: Change ID vendorTicketId: Broker Vendor Ticket Id The following out-of-the-box field mappings can be changed required by your organization. However, it is recommended that you retain the existing values. text
Create DevOps Incident	Remedy Incident to Jira Issue Remedy Incident to Agile Central Issue	Retain the values that are available out-of-the-box. If you are integrating with multiple instances of Jira, specify the trigger condition that you want to apply for the Jira instance. The JIRA instance is defined by the value you specify in Technology Service field for field mapping. For example, you can use the Priority field to specify that tickets with a high priority go to a specifc Jira instance while low priority tickets go to another instance.	Specify Technology service as JIRA or CA Agile Central. If you are integrating with multiple instances of Jira, select Target Values and then select the appropriate JIRA.<instance name>. The following out-of-the-box field mappings should not be changed: Company: Company Service: Service incidentNumber: Incident Number The following out-of-the-box field mappings can be changed required by your organization. However, it is recommended that you retain the existing values. Summary Priority
Create DevOps Change	Remedy Change to Jira Issue	Retain the values that are available out-of-the-box.	Technology service: If you are integrating with multiple instances of Jira, select Target Values and then select the appropriate JIRA.<instance name>. The following out-of-the-box field mappings should not be changed: Company: Company Remedy Change ID: Change ID Technology Service: JIRA The following out-of-the-box field mappings can be changed required by your organization. However, it is recommended that you retain the existing values. Summary Priority.
Sync Jira issue	Manual association of Remedy Change with Jira Issues Remedy Change to Jira Issue Jira Issue to Remedy Change Remedy Incident to Jira Issue Jira Issue to Remedy Incident	Select the appropriate Project from the list. The flow will not function as expected if Project is not specified. Ensure that Is New is set to is false.	Vendor: If you are integrating with multiple instances of Jira, select Target Values and then select the appropriate JIRA.<instance name>. The following out-of-the-box field mappings should not be changed: Vendor Ticket Id: Issue Key Vendor Ticket Properties: Retain the out-of-the-box properties mapping. The following out-of-the-box field mappings can be changed required by your organization. However, it is recommended that you retain the existing values. Status
Sync Jira issue comment	Manual association of Remedy Change with Jira Issues Remedy Change to Jira Issue Jira Issue to Remedy Change Remedy Incident to Jira Issue Jira Issue to Remedy Incident	Select the appropriate Project from the list. The flow will not function as expected if the Project is not specified. Ensure that Labels is set to matches INC\|CRQ.	Vendor: If you are integrating with multiple instances of Jira, select Target Values and then select the appropriate JIRA.<instance name>. The following out-of-the-box field mappings should not be changed: text: Retain the prefix, "Jira added a note" post_type: comment#remedy vendorTicketId: Issue Key commentId: Comment ID
Sync Agile Central Defect	Remedy Incident to Agile Central Issue	Ensure that Tags is set to contains INC.	The following out-of-the-box field mappings should not be changed: Vendor: Agile Central Vendor Ticket Id: ObjectID Vendor Ticket Properties: Retain out-of-the-box properties mapping The following out-of-the-box field mappings can be changed required by your organization. However, it is recommended that you retain the existing values. Status
Sync Agile Central User Story	Remedy Incident to Agile Central Issue	Ensure that Tags is set to contains INC.	The following out-of-the-box field mappings should not be changed: Vendor: Agile Central Vendor Ticket Id: ObjectID Vendor Ticket Properties: Retain out-of-the-box properties mapping The following out-of-the-box field mappings can be changed required by your organization. However, it is recommended that you retain the existing values. Status
Send Error Notification	Incident Brokering with Amazon AWS Incident Brokering with Salesforce Service Cloud Salesforce Service Cloud to Remedy Incident Jira Issue to Remedy Change Manual association of Remedy Change with Jira Issues Remedy Incident to Jira Issue Service Dashboard Service Notifications	Ensure that Flow Target is set to Multi-Cloud.	Enter the email account that will receive the error notification in the To field. The following out-of-the-box field mappings can be changed required by your organization. However, it is recommended that you retain the existing values. Subject From
Receive Service Notification	Service Notifications	Retain the values that are available out-of-the-box.	Enter the Service for which you want to receive notifications. The following out-of-the-box field mappings can be changed required by your organization. However, it is recommended that you retain the existing values. Summary Description
Create Service Outage	Service Dashboard	Specify the names of the Remedy Business Services to be displayed on the Service Dashboard. Note: Business Service is the value you provide when specifying the Technology Provider while Configuring-vendor-data.	Retain the values that are available out-of-the-box.
Create Incident from Service Cloud	Salesforce Service Cloud to Remedy incident	Retain the values that are available out-of-the-box.	Retain the values that are available out-of-the-box.

Best practices for defining trigger conditions

The trigger condition in a flow identifies which tickets are pulled by the flow and brokered to the vendor or from the vendor back to Remedy ITSM. When working with trigger conditions, follow the best practices described in this section.

Ticket brokering flows for AWS and Salesforce Service Cloud

The ticket brokering flows take incidents from the Remedy ITSM Incident Management application and send those tickets to either AWS or Service Cloud. The model for the ticket brokering flows is to trigger based on a business service and to map the service in the vendor field mapping in BMC Helix Multi-Cloud Service Management.

Best practice: Use the business service(s) that you need as the trigger for the Create Brokered Incident flow. If you are using both AWS and Salesforce, you can enter all the required business services in the trigger condition. BMC Helix Multi-Cloud Service Management will use the business service to identify the vendor that data needs to be sent to.

DevOps incident flows from Remedy ITSM to Jira and CA Agile Central

For Remedy ITSM to DevOps incident creation, data is sent to the DevOps environments based on closed issues in Remedy ITSM. The records in the DevOps tool represent improvements that help resolve similar issues in the future. You will need the Create Devops Incident flow for Remedy ITSM to DevOps incident creation.

Best practice: If you are using both Jira and CA Agile Central you would need two flows, one each for Jira and CA Agile Central. The out-of-the-box trigger condition that is used in the flows is to send the ticket when the Status is Resolved, the Status reason is Future Enhancement, and the Resolution Categorization is set to identify where to send the ticket (Jira or CA Agile Central). Based on your business use cases, this can be changed to trigger on any other conditions that you would like. The key is to map the Technology Service field in the flow to the appropriate value - Jira or CA Agile Central.

DevOps Create Change Flow for Jira

This flow automatically takes a change request from Remedy ITSM Change Management and send the change request to Jira.

Best practice: Use a trigger condition that always resolves to true for sending that change request to Jira. Out-of-the-box, BMC Helix Multi-Cloud Service Management suggests making use of the Operational Categorization fields. You can use those fields or any other combination of fields that apply to your business use case.

Field Transformations

There are several fields that need transformations in order to send the appropriate values from a vendor application back to BMC Helix Multi-Cloud Service Management. For more information, see Transformation panel in Adding a flow. The flows that must be evaluated for creating transformations are:

Create Change
Create Incident
Sync Agile Central Defect
Sync Agile Central User story
Sync Jira Issue
Sync Service Cloud Case

For all of the flows, you need to create transformations that will map the Priority field in a vendor to the appropriate values in the Impact, Urgency, and Priority fields in BMC Helix Multi-Cloud Service Management. Additionally, for the Sync Service Cloud case flow, create a transformation to map the Status field from Service Cloud to the appropriate values for the BMC Helix Multi-Cloud Service Management incident. Transformations for the Resolved and Closed fields are important for passing the resolution status back to Remedy ITSM.

Where to go from here

Setting-up-the-Service-Dashboard