Creating AWS cases from incidents via BMC Helix iPaaS, powered by Jitterbit

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 case	Incident brokering capabilities
Create a ticket	Create a case in AWS for an incident that is created in BMC Helix ITSM.
Synchronize updates	Synchronize case details and show the updated case details in the BMC Helix ITSM UI.
Synchronize ticket status	Close the case if the incident is resolved, closed, or canceled.
Synchronize ticket status	Close the incident if the case is resolved.
Share comments	Share incident activity notes with author information with the case. Important: To share comments, select Share with AWS when you add the comment in BMC Helix ITSM.
Share comments	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 you have the following items:

A valid BMC Helix iPaaS, powered by Jitterbit subscription.
Access to the AWS Support service.
Administrator access for BMC Helix Multi-Cloud Broker and BMC Helix ITSM users to run this integration.
The Create case in AWS Support from BMC Helix ITSM incidents Update 2022-03-01 project file downloaded to your system from the BMC Helix Multi-Cloud Broker page on the Electronic Product Distribution site.

BMC Helix ITSM to AWS Support data flow

AWS Support to BMC Helix ITSM data sync flow

Task 1: To configure the integration

Log in to BMC Helix Innovation Studio.
On Workspace, click Multi-Cloud Broker.
To launch BMC Helix Multi-Cloud Broker, 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.
Click Settings .
Select Start Here > Quick Configuration Guide.
The Quick Configuration Guide page is displayed.
In the Step 1: Choose configuration tab, perform the following steps:
Important

In Choose Configuration, Helix 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.

In the Step 2: Perform configurations tab, perform the following steps:

Add an operating organization, if you have not already done so.
Add Amazon as a vendor organization, if you have not already done so.
To add the vendor metadata, click Map vendors and perform the following steps:

On the Map Vendors page, click Map Vendor.

Complete the fields as described in the following table:

Field	Action
Description	Enter a description for the vendor configuration.
Ticketing Technology Provider	From the list, select AWS.
(Optional) Instance Name	If 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 URL	If 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 Mapping	You 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.
Integration Platform	Select Jitterbit.

Click Save.

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.

Click Configure Web API Connection to Helix iPaaS API.
On the Web API Connections page, click New.
The Create Web API connection dialog box is displayed.

Complete the fields as described in the following table:

Tab	Field	Action
General	Name	Enter 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.
	Port	The default value of this field is 443.
	Protocol	The default value of this field is HTTPS.
	Authentication	From the list, select Basic, and click Next.
Authentication	Login	Enter the BMC Helix Multi-Cloud Broker API profile user name that you enter in the BHIP_MCB_API_Profile_Username variable.
	Password	Enter the BMC Helix Multi-Cloud Broker API profile password that you enter in the BHIP_MCB_API_Profile_Password variable.
	(Optional) Add HTTP Headers	To pass additional information with an HTTP request or response, add the required headers.

Click Save.

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.
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 import the integration template project file

Log in to BMC Helix iPaaS and navigate to Cloud Studio.
Select your organization.
On the projects page, click Import.
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.
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.
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

Click the ellipsis ... next to the project name and select Project Variables.

Update the project variables as described in the following tables:

BMC Helix iPaaS variables

Project variable	Action
BHIP_API_NAME	Enter the name for API that is created in BMC Helix iPaaS to receive BMC Helix Multi-Cloud Broker webhook requests. The default value of this variable is BMCHelixITSMIncidentAndAWSCase. If required, you can change the value.
BHIP_API_User_Roles	Specify 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_MCB_API_Profile_User_Name	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_MCB_API_Profile_User_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_User_Name	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_User_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. Important: Make sure that you do not enter any leading and trailing spaces.
BHIP_User_Name	Enter the user name for the BMC Helix iPaaS instance.
BHIP_User_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, and synchronization of updates and 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

Action

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 variable	Action
MCB_Host	Enter the BMC Helix Multi-Cloud Broker host URL to which AWS Support cases should be synchronized. Important: Make sure that you do not enter any leading and trailing spaces.
MCB_User_Name	Enter the user name that enables users to interact with BMC Helix Multi-Cloud Broker.
MCB_User_Password	Enter the password for the provided username.
MCB_Vendor_Name	This variable is autopopulated. You must not change the default value.

Task 4: To deploy and enable the project

Deployment is a one-time activity that initializes the integration configurations. The UI displays a message for the deployment status.

The following image shows the steps to deploy the project and then enable it by deploying the workflow:

(Optional) Task 5: To set the time for 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:

In BMC Helix iPaaS, powered by Jitterbit, select API Manager > My APIs.
Open any of the following APIs:
- BMC_Helix_ITSM_Incident_And_AWS_Case_MCB_To_Vendor—This API creates an AWS Support case from a BMC Helix ITSM incident.
- BMC_Helix_ITSM_Incident_And_AWS_Case_Vendor_To_MCB—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.
Select Enable Debug Mode Until: and set it for the required date and time.
Save and publish the API.