Reference of integration between BMC Helix ITSM and AWS by using BMC Helix Integration Service

To establish integration with AWS Support, configure the following connectors, flows, and connector targets. You need to set up tenant level configurations. BMC Helix Multi-Cloud Broker provides out-of-the-box mappings and application level configurations required for the integration. After you complete the integration, you can broker tickets from BMC Helix ITSM to AWS, sync AWS Support ticket details to BMC Helix ITSM and so on. Each flow in the list of flows is essentially a feature that you can use. Depending upon your use case, you might have to configure multiple flows. BMC Helix Multi-Cloud Broker logically chains the flows and connector processes to complete the feature.

List of connectors and configuration values for integration with AWS

You must configure the following connectors when setting up integration with AWS Support. These connectors are integration points for the respective applications. For instance, to send the data from BMC Helix Multi-Cloud Broker to AWS Support, you need to configure a flow from Multi-Cloud connector to AWS connector.

ITSM connector

• Configuration
  If you are integrating BMC Helix Multi-Cloud Broker with an on-premises instance of ITSM, enter the following values:

  Field	Value
  Site	Select the site that you created for Remedy.
  AR server	Enter the name of your on-premises AR System server.
  AR server port	Enter the port number for your on-premises AR System server.

• Account
  Add a ITSM user account that has permissions to view business service requests and permissions to update incidents, change, or problem requests.

Multi-Cloud connector

• Configuration
  While activating BMC Helix Multi-Cloud Broker, BMC configures the Multi-Cloud connector. Do not modify the default Multi-Cloud connector configuration.

• Account
  BMC sets up the account for the Multi-Cloud connector.
  Click to re-authenticate after you have changed the password for your tenant administrator user account in BMC Helix Innovation Studio.
  For information about changing the user password, see Creating or modifying People data .

AWS connector

• Configuration

Not applicable

• Account

Ensure that you have an AWS access key before you set up your AWS connector. For more details, see AWS documentation .

Enter the following when you click Add Account:

• • AWS access key id
  • AWS access key secret

SMTP Email connector

• Configuration
  To send email notifications for errors, specify values for the following fields:

  Field	Value
  Name	Enter a name for the connector configuration.
  Site	Select the appropriate site for your email server.
  Connection type	Select the type of connection for your email server.

• Account
  Add an email account to be used for sending error notifications.

List of flows and configuration values for integration with AWS Support

You can configure the following flows when setting up integration with AWS Support. Each flow is self descriptive, for example to create an incident from BMC Helix ITSM to AWS Support, you must configure Create Brokered Incident flow.

Create Brokered Incident flow

• Trigger
  In the Service field, specify the name of the Remedy business service for incident brokering. Incidents will not be brokered as expected if you do not specify the Service.
  

  Note

  The business service is the Technology Provider value that you specified when you configured the vendor data.

• Field Mapping

  Do not change the value of the following out-of-the-box field mappings:

  Field	Value
  Company	Company
  Service	Service
  incidentNumber	Incident Number

  Note

  You can change the following out-of-the-box field mappings:

  • Summary
  • Priority

  However, we recommend that you retain the existing mappings. If you change the Priority field mapping, you need to set the transformations for source and target field values in the flow.

Create Incident Activity Note flow

• Trigger

  Field	Value
  Shared with Vendor	True

• Field Mapping

  Do not change the following out-of-the-box field mappings.

  Field	Value
  post_type	comment#vendor
  ticketNumber	Incident Number
  Attachment Object 1.name	Attachment 1 filename
  Attachment Object 1.content	Attachment 1
  Attachment Object 2.name	Attachment 2 filename
  Attachment Object 2.content	Attachment 2
  Attachment Object 3.name	Attachment 3 filename
  Attachment Object 3.content	Attachment 3

  Note

  You can change the out-of-the-box field mapping for the text field. Default value is set to Notes.

  However, BMC recommends that you retain the existing mapping.

Create Incident Activity Note with Author flow

• Trigger

  Field	Value
  Shared with Vendor	True

• Field Mapping

  Do not change the following out-of-the-box field mappings.

  Field	Value
  post_type	comment#vendor
  ticketNumber	Incident Number
  Author	Full name
  Attachment Object 1.name	Attachment 1 filename
  Attachment Object 1.content	Attachment 1
  Attachment Object 2.name	Attachment 2 filename
  Attachment Object 2.content	Attachment 2
  Attachment Object 3.name	Attachment 3 filename
  Attachment Object 3.content	Attachment 3

  Note

  You can change the out-of-the-box field mapping for the text field. Default value is set to Notes.

  However, BMC recommends that you retain the existing mapping.

By default, the Create Incident Activity Note flow is used. Instead of the default flow, if you want to use the Create Incident Activity Note with Author flow, you must make changes to the flow.

For more information about using the flow, see Updating flows.

Resolve Incident flow

• Trigger

  Field	Value
  Service	Specify the name of the Remedy Business Service for incident brokering in the Service field: . Note: Business Service is the value that you provide when specifying the Technology Provider while configuring vendor data
  Status	Set status to one of the following values: Resolved Closed Cancelled

• Field Mapping

  Do not change the following out-of-the-box field mappings.

  Field	Value
  Status	Status
  incidentNumber	Incident Number

Send Error Notification flow

• Trigger

  Field	Value
  Flow Target	Multi-Cloud

• Field Mapping

  Field	Value
  To	Enter the email account that will receive the error notification.
  Subject	Flow Title
  From Note: The value of this field is set to Integration Service.	NA

  Note

  You can change the following out-of-the-box field mappings:

  • Subject
  • From

  However, BMC recommends that you retain the existing mappings.
  

List of connector targets for integration with AWS Support

When a ticket is brokered from AWS Support to BMC Helix ITSM, the ticket data first comes in BMC Helix Multi-Cloud Broker before being sent to BMC Helix ITSM. To send the data from BMC Helix Multi-Cloud Broker, you must configure the BMC Helix Multi-Cloud Broker ITSM connector target and set it in the Connector Process ITSM. Similarly, when a ticket is brokered from BMC Helix ITSM to AWS Support, the ticket data first comes in BMC Helix Multi-Cloud Broker before being sent to AWS Support. To send the data from BMC Helix Multi-Cloud Broker to AWS Support, you must configure the MCSM AWS connector target and set it in the Connector Process AWS.

MCSM ITSM connector target

For the MCSM ITSM connector target, define the connection configuration and profile required by the connector process.

MCSM AWS connector target

For the Connector Targets, define the connection configuration and profile required by the connector process in BMC Helix Innovation Suite.