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.

BMC Helix Multi-Cloud Broker, along with BMC Helix iPaaS, powered by Jitterbit, provides an out-of-the-box integration template 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, powered by Jitterbit environment.

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

This integration provides the following capabilities:

BMC Helix ITSM to AWS Support data flows

The following image gives an overview of the data flow for creating an AWS case from a BMC Helix ITSM incident:

The following image gives an overview of the data flow for adding a comment to an AWS case from a BMC Helix ITSM incident:

The following image gives an overview of the data flow for updating the status of an AWS case from a BMC Helix ITSM incident:

AWS Support to BMC Helix ITSM data flows

The following image gives an overview of the data flow for synchronizing updates and comments from an AWS case to a BMC Helix ITSM incident:

The following image gives an overview of the data flow for closing a BMC Helix ITSM incident from an AWS case:

Before you begin

You require the following items to successfully set up and use this integration: 

Task 1: To configure the integration

1. Log in to BMC Helix Innovation Studio.
2. On Workspace, click Multi-Cloud Broker.

3. 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.

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 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.
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:

      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 with a default URL.  Update the instanceUrl value in the default URL.
      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.

   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:

         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.

      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.

   7. To fetch incidents from BMC Helix ITSM, click Define filter criteria to fetch records from ITSM to Helix Multi-Cloud Broker for incident, and perform the following steps:

      1. To select the filter criteria, click Advanced filter.
         

      2. Select the filters from the available fields, and click Next.
         The query filter expression is displayed. By default, the AND qualifier is applied when you select multiple filter criteria.

      3. To change the qualifier for your filters, update the query, and then click Save. 
         

         Important

         Make sure that you enter a valid query with available fields and values.

         
         

      4. Click Close. 
         When an incident matches the operation and filter that you have selected, the system fetches that incident to BMC Helix Multi-Cloud Broker.

   8. In the Configure AWS integration section, refer to the configuration steps listed and select the check boxes as you complete each step. 

   9. Click Save.

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

1. Download the Create case in AWS Support from BMC Helix ITSM incidents Update 2022-10-01  file.
   This file contains the BMC Helix iPaaS Cloud Studio project Create case in AWS Support from BMC Helix ITSM incidents.

   Important

   Your ability to access product pages on the EPD website is determined by the license your company purchased.

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

5. Click Browse and then select the Create case in AWS Support from BMC Helix ITSM incidents.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.

6. 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. 
7. 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. Next to the Environment name, click the ellipsis ... and select Project Variables.
   
2. 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	Enter the user name for the security profile used with the BMC Helix iPaaSAPI for BMC Helix Multi-Cloud Broker. The integration template creates an API in BMC Helix iPaaS to handle requests from BMC Helix Multi-Cloud Broker.
     BHIP_MCB_API_Profile_User_Password	Enter the password for the security profile used with the BMC Helix iPaaSAPI for BMC Helix Multi-Cloud Broker. The integration template creates an API in BMC Helix iPaaS to handle requests from BMC Helix Multi-Cloud Broker.
     BHIP_Vendor_API_Profile_Type	The integration templates create APIs to accept requests from a vendor. Enter one of the following API authentication mechanisms that you want to use with this API: BASIC ANONYMOUS APIKEY The default value of this variable is BASIC.
     BHIP_Vendor_API_Profile_User_Name	For the security profile BASIC, 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	For the security profile BASIC, 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	NA
     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	Enable the creation of AWS Support cases from BMC Helix ITSM incidents, and synchronization of updates and comments. By default, this variable is set to true. If you want to disable the creation of AWS Support cases from BMC Helix ITSM incidents, and synchronization of updates and comments, set the default value to false.
     Enable_Vendor_To_BMC_Helix_Integration	Enable 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. By default, this variable is set to true. If you want to disable 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, set the default value to false.

   • 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.
     MCB_Assigned_Group	Enter the name of the support group to which you want to assign the incident.
     MCB_Assigned_Support_Organization	Enter the name of the support organization to which you want to assign the incident.
     MCB_Assigned_Support_Company	Enter the name of the support company to which you want to assign the incident.
     MCB_Assigned_Company	Enter the name of the company for which you want to create the incident.
     MCB_Assigned_Company_Id	Enter the ID of the company for which you want to create the incident.
     MCB_Assigned_Business_Unit	Enter the name of the business unit to which you want to assign the incident.

Task 4: To deploy and enable the project

After you enable the integration, when an incident is created in BMC Helix ITSM, a corresponding case is created in AWS. Any updates made to the case are synced with the incident. Any comments added or status updates made to the case are synced with the incident, and the converse is true.

(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:

1. In BMC Helix iPaaS, powered by Jitterbit, select API Manager > My APIs.

2. 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.

3. Select Enable Debug Mode Until: and set it for the required date and time.

4. Save and publish the API.

Related topics

Getting started with BMC Helix Multi-Cloud Broker

Leveraging integration technologies to integrate BMC Helix ITSM and third-party applications