Your first stop for learning how to get started with Jira Service Management.
What does the integration offer?
provides a powerful integration with . When a new incident is created in , a corresponding alert is automatically created, containing rich information about the incident. provides rich notifications with on-call rotation, scheduling features, and alert escalations to ensure the best incident management for customers.
How does the integration work?
When an incident is created in , an alert is created in .
When an incident is updated as closed, rejected, closed/no contact, closedmail, completed in e, the alert in is also closed.
When an incident is updated as accepted, assigned in , the alert in is updated as acknowledged.
If Send Alert Updates Back to BMC RemedyForce is enabled, actions for are executed in e when the chosen action is executed in for alerts which are created by the .
Set up the integration
is a bidirectional integration. Setting it up involves the following steps:
Add a integration in
Configure the integration in
Add a BMC Remedyforce integration
To add a integration in , complete the following steps:
Go to your team’s operations page.
On the left navigation panel, select Integrations and then Add integration.
Run a search and select “”.
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.
The integration is saved at this point.
Expand the Steps to configure the integration section and copy the API key.
You will use this key while configuring the integration in 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 Remedyforce
The integration with supports forwarding incidents to . To configure it, complete the following steps:
Open jsmClass.apxc and copy the content.
Paste the content into the setup page.
Go to Create > Objects.
Select Incident in the Custom Objects list.
Select New at the top of Triggers list.
Go to the BMC Remedyforce Setup page.
Open jsmTrigger.apxt and copy the content.
Paste the API key copied previously from Jira Service Management into apiKey in the trigger function.
Mandatory fields sent by trigger methods
If you added integration in Simple mode (not by editing advanced integration setting), these fields are mandatory:
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 , customers are able to create new fields and use these fields in incident. If you need to use the custom fields in 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 .
If you need to add custom fields to alert, please go to Advance Setting in Integration page and update filters or alert setting.
For Jira Service Management to BMC Remedyforce
1. For sending alerts and updates to 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 .
Entered Password in 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.
In setup page, go to Object Manager , on the left side of the page.
Click Incident in the Custom Objects list.
Select Field & Relationships from left menu and click on New.
Select text as kind of information that custom field will contain and go to Next.
Enter Field Label as jsm-alias and length as 255.
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.
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.