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Integrate with BMC Remedyforce

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 Remedyforce Logo

What does the integration offer?

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

How does the integration work?

  • When an incident is created in BMC Remedyforce, an alert is created in Jira Service Management.

  • When an incident is updated as closed, rejected, closed/no contact, closedmail, completed in BMC Remedyforcee, the alert in Jira Service Management is also closed.

  • When an incident is updated as accepted, assigned in BMC Remedyforce, the alert in Jira Service Management is updated as acknowledged.

  • If Send Alert Updates Back to BMC RemedyForce is enabled, actions for BMC Remedyforce are executed in BMC Remedyforcee when the chosen action is executed in Jira Service Management for alerts which are created by the BMC Remedyforce.

Set up the integration

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

  • Add a BMC Remedyforce integration in Jira Service Management

  • Configure the integration in BMC Remedyforce

Add a BMC Remedyforce 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 Remedyforce 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 Remedyforce”.

  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 Remedyforce 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 Remedyforce

The integration with BMC Remedyforce supports forwarding incidents to Jira Service Management. To configure it, complete the following steps:

  1. Download the jsmClass.apxc file.

  2. In BMC Remedyforce, go to the BMC Remedyforce Setup page.

  3. Open jsmClass.apxc and copy the content.

  4. Paste the content into the setup page.

  5. Select Save.

  6. Go to Create > Objects.

  7. Select Incident in the Custom Objects list.

  8. Select New at the top of Triggers list.

  9. Download the jsmTrigger.apxt file.

  10. Go to the BMC Remedyforce Setup page.

  11. Open jsmTrigger.apxt and copy the content.

  12. Paste the API key copied previously from Jira Service Management into apiKey in the trigger function.

  13. Select Save.

Mandatory fields sent by trigger methods

If you added integration in Simple mode (not by editing advanced integration setting), these fields are mandatory:

  • id

  • shortDescription

  • impactId

  • statusId

  • categoryID

  • priorityId

  • severity

  • name

  • ownerId

  • statusChangeDate

  • id

  • clientName

  • urgencyId

  • incidentResolution

The fields that are given as parameters in configuration are mandatory. If there are some fields that are not used in BMC Remedy Force system, you must remove these fields in apex trigger functions and also must not give these fields as parameters in integration configuration.

Configure Apex Trigger function for customized fields

In BMC Remedyforce, customers are able to create new fields and use these fields in incident. If you need to use the custom fields in Jira Service Management alerts, you need to customize the apex function. In the apex trigger function, There are 10 custom fields that you can edit. These fields are defined but not initialized. You can send customized by doing following steps:

  • In setup page, go to Create -> Objects , on the left side of the page.

  • Click Incident in the Custom Objects list.

  • Find the fields that you need to send in the Custom Fields & Relationships list and take note the field names given in API Name column.

  • Go to apex trigger function, edit the custom fields that are not initialized before. You should initialize fields as obj.<COPIED_API_NAME>. Also, if data types are different from string, you should change data type. The custom fields are already added to payload. When you initialize fields they will be sent to Jira Service Management.

  • If you need to add custom fields to Jira Service Management alert, please go to Advance Setting in Jira Service Management Integration page and update filters or alert setting.

For Jira Service Management to BMC Remedyforce

1. For sending alerts and updates to BMC Remedyforce create a connected App. Please follow this page for created a connected with enabled OAuth settings.

2. Once connected app is created copy Consumer key and consumer secret from connected app.

3. Add you information of Consumer Key, Customer secret , username. and password to Jira Service Management.

Password

Entered Password in Jira Service Management is concatenation of you Salesforce login password and your account security token. So, if your password is ABC and Security token is XYZ. Please enter ABCXYZ. In case you don't have security token. Go to Setting > My Personal Information > Reset My Security Token. Your new security token will be send to your email.

4. Add a new custom field jsm-alias in Incident Object.

  1. In setup page, go to Object Manager , on the left side of the page.

  2. Click Incident in the Custom Objects list.

  3. Select Field & Relationships from left menu and click on New.

  4. Select text as kind of information that custom field will contain and go to Next.

  5. Enter Field Label as jsm-alias and length as 255.

  6. Use default security and Add to Page layout settings. Select Save and New.

If you already have old integration and now converting it to bidirectional, update your Apex trigger code.

Troubleshooting

If you receive a developer script exception from Apex Application that contains "Unauthorized endpoint, check Setup > Security > Remote site settings." message, you can navigate to the Setup > Security > Remote Site Settings tab and add https://api.atlassian.com/jsm/ops/integration/v1/json from the New Remote Site.

 

Additional Help