Configuring vendor data

A Vendor organization is a third-party vendor that provides a service to your organization. To enable ticket brokering, as a tenant administrator, you specify the details about the vendor organization and the service with which you want to integrate. For example, Atlassian is a vendor that provides Jira as a service.

Vendor data and service data are required for field mapping and for associating services with the appropriate vendors.

To set up vendor data

1. On the Configuration Links page, click Map Vendors.
   You can also click Settings and navigate to Configure Data > Map Vendors to complete field mapping.
2. On the Map Vendors page, click  to open the Map New Vendor page.
   If you are integrating BMC Helix Multi-Cloud Service Management with multiple instances of Jira, complete this task for every instance.
   
   
3. Specify the appropriate value for Ticketing Technology Provider.
   Select from AWS, Jira, ServiceCloud, and CA Agile Central depending on the service you are integrating with BMC Helix Multi-Cloud Service Management.
   Note:You cannot map the technology providers, AWS, Jira, and CA Agile Central to more than one vendor.
4. Click Add Mapping.
   BMC Helix Multi-Cloud Service Management lists the default Vendor Field Mapping and Display Field Mapping.

5. Enter the appropriate values for the fields on the Map New Vendor page:

   Instance Name	If you are integrating BMC Helix Multi-Cloud Service Management with multiple instances of Jira, enter a name that BMC Helix Multi-Cloud Service Management can use to identify each Jira instance. The recommended format for an instance name is as follows: <name> instance 1 Note: Use the instance name that you provided when Configuring-processes. Note: Leave this field blank for all vendors except Jira.
   Instance URL	Update the Jira server name and the port number for the Jira instance that you are mapping. This URL represents the URL for connecting with your Jira server. Note:This field is available only during service integration with Jira.
   Description	Enter a description that makes it easy for you to identify the vendor metadata configuration.

   Note: If you are integrating BMC Helix Multi-Cloud Service Management with multiple instances of Jira, complete a mapping for each Jira instance.

6. Click { } to open the JSON editor, and modify Vendor Field Mapping and Display Field Mapping to add or delete values.
   • Vendor Field Mapping defines how BMC Helix Multi-Cloud Service Management maps Remedy ITSM fields to vendor ticket fields.
     For integration with Jira, enter the name of your Jira project in fields.project.name under ticket-brokering-lib:Incident and ticket-brokering-lib:Change.
     
     
     
     
   • Display Field Mapping defines how vendor ticket fields map to the fields on the Smart IT console.
     
     
     
     Your vendor is notified about changes to the Remedy ITSM fields only if they are mapped. Remedy ITSM field updates are sent as a comment to the corresponding vendor ticket.
7. (AWS and Salesforce only) Click if you do not want to resolve the ticket in Remedy ITSM when the corresponding ticket is closed by your vendor.
   The default behavior is for BMC Helix Multi-Cloud Service Management to resolve the Remedy ITSM ticket when the corresponding ticket is closed by the vendor.
8. Click Save.

Where to go from here

Configuring-flows