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Integrate with BMC FootPrints v12

The feature described in this article is currently rolling out to some Jira Service Management Cloud customers. It may not yet be visible or available on your site.

BMC FootPrints v11 Logo

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 v12, an alert is created in Jira Service Management.

  • When an incident is updated in BMC FootPrints v12, a note is added to the alert in Jira Service Management.

  • When an incident is resolved in BMC FootPrints v12, the alert is closed in Jira Service Management.

  • When a problem is created in BMC FootPrints v12, an alert is created in Jira Service Management.

  • When a problem is updated in BMC FootPrints v12, a note is added to the alert in Jira Service Management.

  • When a problem is resolved in BMC FootPrints v12, 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 v12.

  • When a note is added to the alert in Jira Service Management, the incident or the problem is updated in BMC FootPrints v12.

  • 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 v12.

  • When the alert is closed in Jira Service Management, the incident or the problem is resolved in BMC FootPrints v12.

Set up the integration

BMC FootPrints v12 is a bidirectional integration. Setting it up involves the following steps:

  • Add a BMC FootPrints v12 integration in Jira Service Management

  • Configure the integration in BMC FootPrints v12

Add a BMC FootPrints v12 integration

If you're using the Free or Standard plan in Jira Service Management, you can only add this integration from your team’s operations page. To access the feature through Settings (gear icon) > Products (under JIRA SETTINGS) > OPERATIONS, you need to be on Premium or Enterprise plan.

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 v12 integration in Jira Service Management, complete the following steps:

  1. Go to your team’s operations page.

  2. On the left navigation panel, select Integrations and then Add integration.

  3. Run a search and select “BMC FootPrints v12”.

  4. On the next screen, enter a name for the integration.

  5. Optional: Select a team in Assignee team if you want a specific team to receive alerts from the integration.

  6. Select Continue.
    The integration is saved at this point.

  7. Expand the Steps to configure the integration section and copy the API key.
    You will use this key while configuring the integration in BMC FootPrints v12 later.

  8. 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 v12

To configure the integration of BMC FootPrints v12 with Jira Service Management, complete the following steps:

  1. In BMC FootPrints v12, go to the Administration tab.

  2. Select Workspaces > Service Desk workspace.

  3. Repeat the following steps for one or both of the Incident and Problem record definitions:

    1. Double-select the record definition to view its details.

    2. Select Fields from the left menu.

    3. Select Add and then Add Field.

    4. 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.

    5. Select “Simple Text” for Field Type.

    6. Select “Hidden” for Permissions.

    7. Select Save.

    8. Select “Medium” for Input Size.

    9. Select “No Restriction” for Length.

    10. Select SAVE.

    11. Go back to the record definition and select Business Rules.

    12. Select New Business Rule > After Save Rule.

    13. Enter “Send to JSM” into Business Rule Name.

    14. Select Run Any Time for the Business Rule Schedule.

    15. Select Add New Trigger.

    16. Select After Save for the trigger.

    17. Select both On Create and On Update by User.

    18. Select Create and then Add New Action.

    19. Select Execute external action for the action.

      • If you're using Linux distributions:

        • For your Incidents workspace, paste /usr/bin/send2jsm -incidentNumber [incident_number] into the textbox

        • For your Problems workspace, paste /usr/bin/send2jsm -problemNumber [problem_number] into the textbox.

      • If you're using Windows:

        • For your Incidents workspace, paste C:\jsm-integration\scripts\send2jsm.exe -incidentNumber [incident_number] into the textbox.

        • For your Problems workspace, paste C:\jsm-integration\scripts\send2jsm.exe -problemNumber [problem_number] into the textbox.

    20. Select Create.

  4. Select Save to save the business rule.

  5. Go back to your Service Desk workspace and select Save and Publish.

Integrate via JEC

Alternatively, use Jira Service Management's JEC and the BMC FootPrints v12 script to execute actions on BMC FootPrints v12. This enables deployment of your own scripts/ability to modify the ones provided and execute customized actions on BMC FootPrints v12. To use the BMC FootPrints v12 integration package, follow the steps through the end.

Download JEC

Download the latest version of BMC FootPrints v12 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

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

To use this feature, select Select Create BMC FootPrints v12 Incidents/Problems for Jira Service Management alert on the integration configuration page.

Configure BMC FootPrints v12 integration for JEC

  • To use JEC utility for your BMC FootPrints v12 integration, edit your integration settings and select Authenticate with Jira Edge Connector only.

  • Other configurations regarding BMC FootPrints v12 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 v12, 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 v12 integration you've created above.

  • url – URL of your BMC FootPrints v12 instance.

  • username – Username of your BMC FootPrints v12 user for authentication.

  • password – Password of your BMC FootPrints v12 user for authentication.

  • incidentWorkspaceId – ID of your Incidents workspace in BMC FootPrints v12. (E.g. 6)

  • problemWorkspaceId – ID of your Problems workspace in BMC FootPrints v12. (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

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 { "type": "bmcFootPrintsV12", "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 v12", "integrationType": "BMCFootPrintsV12", "sendViaOEC": true, "url": "", "username": "", "password": "", "workspaceName": "", "shortDescription": "Test message.", "priority": "P3", "description": "[JSM] Test description." }

 

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