Phased rollout

   

This documentation supports the 21.02 version of BMC Helix Multi-Cloud Broker.

To view an earlier version, select the version from the Product version menu.


Creating AWS cases from BMC Helix ITSM incidents by using BMC Helix iPaaS

As an administrator, you can integrate BMC Helix ITSM with AWS Support to create AWS cases from BMC Helix ITSM incidents. The integration helps your agents to identify and track BMC Helix ITSM incidents that are brokered as AWS Support cases. The agents can also view the case data in the BMC Helix ITSM UI.

BMC Helix Multi-Cloud Broker, along with BMC Helix iPaaS, powered by Jitterbit, provides an out-of-the-box integration template that you use to integrate BMC Helix ITSM and AWS Support. You configure the integration in BMC Helix Multi-Cloud Broker and deploy the integration template to your BMC Helix iPaaS environment.

This integration provides the following capabilities:

Use caseIncident brokering
Create a ticket

Create a case in AWS for an incident that is created in BMC Helix ITSM.

Synchronize updatesSynchronize case details and show the updated case details in the BMC Helix ITSM UI.
Synchronize ticket statusClose the case if the incident is resolved, closed, or canceled.

Close the incident if the case is resolved.

Share commentsShare incident activity notes with author information with the case.
Synchronize case communication from AWS Support to BMC Helix ITSM incident activity note.

The following image gives an overview of the capabilities that this integration supports:

Before you begin

Make sure that you have the following items:

  • A valid  BMC Helix iPaaS, powered by Jitterbit Open link  subscription.
  • From the Electronic Product Distribution site, download the Create_case_in_AWS_Support_from_BMC_ Helix_ITSM_incident.json project file to your system.
  • Access to the AWS Support service.
  • BMC Helix Multi-Cloud Broker and BMC Helix ITSM users have the administrator permission to run this integration.

BMC Helix ITSM to AWS Support data flow

AWS Support to BMC Helix ITSM data sync flow

Task 1: To perform configurations in Quick Configuration Guide

  1. Log in to BMC Helix Innovation Studio.
  2. On Workspace, click Multi-Cloud Broker.
  3. To launch BMC Helix Multi-Cloud Broker, on the top-right corner of the page, click Visit Deployed Application.

    Tip

    You can access BMC Helix Multi-Cloud Broker directly by entering the URL https://hostName:portNumber/helix/index.html#/com.bmc.dsm.mcsm/login and logging in as a tenant administrator.

  4. Click Settings .
  5. Select Start Here > Quick Configuration Guide.
    The Quick Configuration Guide page is displayed.
  6. In the Step 1: Choose configuration tab, perform the following steps:

    Important

    In Choose ConfigurationHelix iPaaS (powered by Jitterbit) is selected by default. Do not change this value.

    1.  Under Incident brokering, select ITSM Incident to AWS.
    2. Click Next.
  7. In the Step 2: Perform configurations tab, perform the following steps:
    1. Add an operating organization, if you have not already done so.
    2. Add Amazon as a vendor organization, if you have not already done so.
    3. To add the vendor metadata, click Map vendors and perform the following steps:
      1. On the Map Vendors page, click Map Vendor.
      2. Complete the fields as described in the following table:

        FieldAction
        DescriptionEnter a description for the vendor configuration.
        Ticketing Technology ProviderFrom the list, select AWS.
        (Optional) Instance NameIf you are using multiple instances of AWS Support, enter the name of the AWS Support instance that you are using for this integration.
        Add Mapping

        After you select the ticketing technology provider, click Add Mapping.
        BMC Helix iPaaS, powered by Jitterbit displays the default values in the Instance URL field and the Display Field Mapping section.

        Instance URLIf you have clicked Add Mapping, this field is auto-populated.  Update the URL and replace the AWS Support server with the correct host name.
        Vendor Field MappingYou must not update the default vendor field mappings.
        Display Field Mapping

        By default, the basic AWS Support fields are mapped in this section. If you want to map additional fields to display in the BMC Helix ITSM UI console, add the relevant mappings by clicking .

        Enable Local ITSM Communication

        By default, this toggle key is enabled. 

        If you want to use BMC Helix Integration Service as the underlying integration platform, disable this toggle key.

      3. Click Save.

    4. To configure the web API connection to BMC Helix iPaaS API, perform the following steps:

      Important

      Before you perform this step, make sure that you have imported the integration template, updated the project variables, and run the integration.

      1. Click Configure Web API Connection to Helix iPaaS API.
      2. On the Web API Connections page, click New.
        The Create Web API connection dialog box is displayed.
      3. Complete the fields as described in the following table:

        TabFieldAction
        GeneralNameEnter a name for the web API connection that you are creating. For example, enter BMC Helix iPaaS API connection.
        Host name

        Enter the host name from the BMC Helix iPaaS API URL created after you run the enable integration workflow.

        PortThe default value of this field is 443.
        ProtocolThe default value of this field is HTTPS.
        AuthenticationFrom the list, select Basic, and click Next.
        AuthenticationLogin

        Enter the BMC Helix Multi-Cloud Broker API profile user name that you enter in the BHIP_MCSM_API_Profile_Username variable.

        Password

        Enter the BMC Helix Multi-Cloud Broker API profile password that you enter in the BHIP_MCSM_API_Profile_Password variable.

        (Optional) Add HTTP HeadersTo pass additional information with an HTTP request or response, add the required headers.
      4. Click Save.

    5. To create a web API mapping, perform the following steps:
      1. Log in to BMC Helix Innovation Studio.
      2. On the Administration tab, select Integrations > Web APIs > Web API Mapping.
      3. From the Application list, select ticket-brokering-lib.
        The Connection target field automatically displays the value as Jitterbit Connection.
      4. From the Connection Configuration list, select the web API connection that you created earlier.
    6. To update the web API path in the ticket brokering library, perform the following steps: 
      1. Click Update Web API Path in Ticket Brokering Library.
      2. On the Call Jitterbit API AWS page, select Describe cases and Resolve Case, and in Properties , in the Path field, enter the AWS API path in the following format:
        environment name/api name
      3. Click Save.

Task 2: To download and import the integration template project file

  1. Log in to BMC Helix iPaaS and navigate to Cloud Studio.
  2. Select your organization.
  3. On the projects page, click Import.
  4. Click Browse to navigate to and select the JSON file that you downloaded from the Electronic Product Distribution site.
    The Project Name and Organization fields are automatically populated. The default project name is displayed. You can change the project name.

  5. From the Environment list, select the environment to which you want to import this integration template, and click Import.
    The project opens after the integration template is imported. 
  6. To open the project file at a later time, select the environment where the integration templates are available, select the project name, and click View/Edit.

Task 3: To update the project variables for the integration template

  1. Click ... next to the Environment name and select Project Variables.
  2. Update the project variables as described in the following tables:
    • BMC Helix iPaaS variables

      Project variableValue
      BHIP_API_NAME

      The default value of this variable is BMCHelixITSMIncidentAndAWSCase.

      If required, you can change the value.

      BHIP_API_User_RolesSpecify the organization roles that should have access to the new API. You can add multiple comma separated values. Important: If you do not specify any value, all the organization roles get access to the new API.
      BHIP_MCSM_API_Profile_Username

      The integration template creates an API in BMC Helix iPaaS to handle requests from BMC Helix Multi-Cloud Broker.

      Enter the user name for the security profile used with the BMC Helix iPaaSAPI for BMC Helix Multi-Cloud Broker.

      BHIP_MCSM_API_Profile_Password

      The integration template creates an API in BMC Helix iPaaS to handle requests from BMC Helix Multi-Cloud Broker.

      Enter the password for the security profile used with the BMC Helix iPaaSAPI for BMC Helix Multi-Cloud Broker.
      BHIP_Vendor_API_Profile_Type

      The default value of this variable is BASIC.

      If you required, you can change the default value by selecting any of the following mechanisms:

      • ANONYMOUS

      • APIKEY

      BHIP_Vendor_API_Profile_Username

      Enter the user name for the security profile that you want to use with the vendor API. 

      Important: You need to provide a value for this variable, only if you select the BASIC option in BHIP_Vendor_API_Profile_Type.

      BHIP_Vendor_API_Profile_Password

      Enter the password for the security profile that you want to use with the vendor API. 

      Important: You need to provide a value for this variable, only if you select the BASIC option in BHIP_Vendor_API_Profile_Type.

      BHIP_Vendor_API_Profile_ApiKey_Name

      Not Applicable

      BHIP_Host

      Enter the BMC Helix iPaaS instance URL where you want to run this project.

      BHIP_Username

      Enter the user name for the BMC Helix iPaaS instance.

      BHIP_Password

      Enter the password for the BMC Helix iPaaS instance.

      Enable_BMC_Helix_To_Vendor_Integration

      By default, this variable is set to true and you must not change it.

      Important: This variable enables the creation of AWS Support cases from BMC Helix ITSM incidents, synchronizes updates, and shares comments.

      Enable_Vendor_To_BMC_Helix_Integration

      By default, this variable is set to true and you must not change it.

      Important: This variable enables synchronization of case communication with incident, resolving the incident when the case is closed, and synchronization of case updates to view them in the BMC Helix ITSM UI.

    • AWS Support project variables

      Project variable

      Value

      AWS Support_Access Key Id

      Enter the access key ID for AWS Support.

      Get the access key ID from the AWS Support environment you are using and enter it in this variable.

      AWS Support_Secret Access Key

      Enter the secret access key secret for AWS Support.

      Get the secret access key from the AWS Support environment you are using and enter it in this variable.

    • BMC Helix Multi-Cloud Broker project variables

      Project variableValue
      MCSM_Host

      Enter the BMC Helix Multi-Cloud Broker host URL to which AWS Support cases should be synchronized.

      MCSM_Username

      Enter the user name that enables users to interact with BMC Helix Multi-Cloud Broker.

      MCSM_PasswordEnter the password for the provided username.
      MCSM_Vendor_Name

      This variable is autopopulated. You must not change the default value.

Task 4: To deploy and enable the project

  1. To deploy the integration after you update the project variables, on the project page, click 
    Deployment is a one-time activity that initializes the integration configurations. The UI displays a message for the deployment status.

  2. After successfully deploying the integration, select the Enable Integration workflow.
  3. Click ...  next to the Enable Integration element and select Run.

(Optional) Task 5: To set the API debug mode

By default, the debug mode is set to 2 hours after you run the integration. Debug logs are updated for the time set for the debug mode. To increase the debug mode for a longer period of time, perform the following steps:

  1. In BMC Helix iPaaS, select API Manager > My APIs.
  2. Open any of the following APIs:

    • BMCHelixITSMIncidentAndAWSCase_MCSM_To_Vendor—This API creates an AWS Support case from a BMC Helix ITSM incident.
    • BMCHelixITSMIncidentAndAWSCase_Vendor_To_MCSM—This API synchronizes a case communication with an incident, resolves an incident when a case is closed, and synchronizes case updates to display them in the BMC Helix ITSM UI.
  3. Select Enable Debug Mode Until: and set it for the required date and time.

  4. Save and publish the API.
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