Integrate with BMC FootPrints v11

This article highlights a new alerting feature that's natively available in Jira Service Management which is gradually rolling out to some Jira Service Management Cloud customers. It may not yet be visible or available on your site.

What does the integration offer?

Jira Service Management provides a powerful two-way integration with BMC FootPrints. When a new incident or problem is created in BMC FootPrints, a corresponding Jira Service Management alert is automatically created, containing rich information about the incident. Jira Service Management provides rich notifications with on-call rotations, scheduling features, and alert escalations to ensure the best incident management for BMC FootPrints customers.

How does the integration work?

When an incident is created in BMC FootPrints v11, an alert is created in Jira Service Management.
When an incident is updated in BMC FootPrints v11, a note is added to the alert in Jira Service Management.
When an incident is resolved in BMC FootPrints v11, the alert is closed in Jira Service Management.
When a problem is created in BMC FootPrints v11, an alert is created in Jira Service Management.
When a problem is updated in BMC FootPrints v11, a note is added to the alert in Jira Service Management.
When a problem is resolved in BMC FootPrints v11, the alert is closed in Jira Service Management.
When an alert is created in Jira Service Management, an incident or a problem is created in BMC FootPrints v11.
When a note is added to the alert in Jira Service Management, the incident or the problem is updated in BMC FootPrints v11.
When the priority of the alert is changed in Jira Service Management, the priority of the incident or the problem is updated in BMC FootPrints v11.
When the alert is closed in Jira Service Management, the incident or the problem is resolved in BMC FootPrints v11.

Set up the integration

BMC FootPrints v11 is a bidirectional integration. Setting it up involves the following steps:

Add a BMC FootPrints v11 integration in Jira Service Management
Configure the integration in BMC FootPrints v11

Add a BMC FootPrints v11 integration

Bidirectional integrations aren’t supported in Free and Standard plans. All the other integrations are supported at a team level in Free and Standard; however, for their outgoing part to work, you need to upgrade to a higher plan. To add any integration at a site level through Settings (gear icon) > Products (under JIRA SETTINGS) > OPERATIONS, you need to be either on Premium or Enterprise.

Adding an integration from your team’s operations page makes your team the owner of the integration. This means Jira Service Management only assigns the alerts received through this integration to your team.

To add a BMC FootPrints v11 integration in Jira Service Management:

Go to your team’s operations page.
On the left navigation panel, select Integrations and then Add integration.
Run a search and select “BMC FootPrints v11”.
On the next screen, enter a name for the integration.
Optional: Select a team in Assignee team if you want a specific team to receive alerts from the integration.
Select Continue.
The integration is saved at this point.
Expand the Steps to configure the integration section and copy the API URL.
You will use this key while configuring the integration in BMC FootPrints v11 later.
Select Turn on integration.
The rules you create for the integration will work only if you turn on the integration.

Configure the integration in BMC FootPrints v11

To configure the integration of BMC FootPrints v11 with Jira Service Management, complete the following steps:

In BMC FootPrints v11, select Administration.
Select Workspace from the menu.
Select Fields > Form Designer.
Go to the Incident Information/Problem Information tab.
1. From the FIELD TYPES list, drag and drop a Single Line Character field.
2. Enter JSM Alert Alias for the name.
  Use exactly the same name as provided since Jira Service Management uses this name to access the field from the API.
3. Select “1 column” for Width.
4. Select “Medium” for Input Size.
5. Select “No Restriction” for Length.
6. Select SAVE.
7. Select Publish Form.
8. Confirm to publish the form.
Go back to the Workspace.
Select Automated Workflow > Escalation.
Select Add Escalation.
Select “Instant Escalation” for Escalation Type.
Select Instantly escalate Incident after it has been created and/or edited.
Select both Instant Escalation upon creation of Incident and Instant Escalation upon editing of Incident.
In the When to Run tab, select Create/edit can be by either an agent or a customer.
Define for which types of tickets you want to create Jira Service Management alerts.
For example, you can define some criteria to filter out the unnecessary tickets that you don't want to be forwarded to Jira Service Management.
In the Actions tab, select External Action > Execute external program.
- If you're using Linux distributions:
  - For your Incidents workspace, paste /usr/bin/send2jsm -incidentNumber %%MRID%% -workspaceId %%PROJID%% into the text field.
  - For your Problems workspace, paste /usr/bin/send2jsm -problemNumber %%MRID%% -workspaceId %%PROJID%% into the text field.
- If you're using Windows:
  - For your Incidents workspace, paste C:\jsm-integration\scripts\send2jsm.exe -incidentNumber %%MRID%% -workspaceId %%PROJID%% into the text field.
  - For your Problems workspace, paste C:\jsm-integration\scripts\send2jsm.exe -problemNumber %%MRID%% -workspaceId %%PROJID%% into the text field.
In the Name/Save tab, enter Send to Opsgenie into Escalation Name.
Select On for Escalation On/Off.
Enter your password into Password and select SAVE.

Integrate via JEC

Alternatively, use Jira Service Management's JEC and the BMC FootPrints v11 script to execute actions on BMC FootPrints v11. This enables deployment of your own scripts/ability to modify the ones provided and execute customized actions on BMC FootPrints v11. To use the BMC FootPrints v11 integration package, follow the steps through the end.

Download JEC

Download the latest version of BMC FootPrints v11 package.

Install JEC

Unzip the integration zip file which contains JEC package into a directory (C:\jsm is the preferred path). For convenience lets refer to this Unzip path as %JEC_HOME%, you can create a system environment variable called JEC_HOME with the value of the unzip location, to do this open an elevated Powershell session and enter this command:

PowerShell

[Environment]::SetEnvironmentVariable("JEC_HOME", <Path you extracted JEC package>, 'Machine')

To use this feature, select Select Create BMC FootPrints v11 Incidents/Problems for Jira Service Management alert on the integration configuration page.

Configure BMC FootPrints v11 integration for JEC

To use JEC utility for your BMC FootPrints v11 integration, edit your integration settings and select Authenticate with Jira Edge Connector only.
Other configurations regarding BMC FootPrints v11 can be done either via the integration settings page or the JEC configuration file. Configuration on the integration page precedes the configuration file.

Configure JEC

To execute actions in BMC FootPrints v11, JEC gets the configuration parameters from the configuration file located at path %JEC_HOME%\conf\config.json .

Configuration parameters

apiKey – Copy the API key from the BMC FootPrints v11 integration you've created above.
url – URL of your BMC FootPrints v11 instance.
username – Username of your BMC FootPrints v11 user for authentication.
password – Password of your BMC FootPrints v11 user for authentication.
incidentWorkspaceId – ID of your Incidents workspace in BMC FootPrints v11. (E.g. 6)
problemWorkspaceId – ID of your Problems workspace in BMC FootPrints v11. (E.g. 7)

The package that you downloaded also includes JEC executable which is located at path %JEC_HOME%\jecService64.exe and the script that is needed to be run by JEC which is located at path %JEC_HOME%\scripts\actionExecutor.py . After the configuration of JEC is done, you need to run it. Find out how to run JEC.

Sample parameters sent to JEC

JSON

{
    "type": "bmcFootPrintsV11",
    "alertId": "ccec1231-9cbf-468c-a6ce-c52a18712404",
    "customerId": "c32f2305-f7ad-4fed-8d85-2f3cae411983",
    "action": "Create",
    "mappedActionV2": {
        "name": "createIncident",
        "extraField": ""
    },
    "integrationId": "5769475e-ddc6-4978-812e-50ed2aab9a5b",
    "integrationName": "BMCFootPrints v11",
    "integrationType": "BMCFootPrintsV11",
    "sendViaJEC": true,
    "url": "",
    "username": "",
    "password": "",
    "incidentWorkspaceId": "",
    "problemWorkspaceId": "",
    "title": "Test message.",
    "priority": "P3",
    "description": "[JSM] Test description.",
    "alertAlias": "ccec1231-9cbf-468c-a6ce-c52a18712404"
}

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