AWS Support connector powered by Jitterbit

Use the BMC Helix iPaaS AWS Support Connector to easily integrate BMC Helix ITSM and AWS Support to sync incidents and cases. A specific AWS Support connection and its activities together are referred to as a AWS Support endpoint. Use the connector to perform the following actions:

  • Configure the connection to create an authenticated AWS Support connection by entering credentials.
  • Configure associated AWS Support activities that interact with the connection to be used either as a source to provide data within an operation, or as a target to consume data within an operation.
  • Use the connector activities to perform the following actions: 
    • Create, Describe, and Resolve cases
    • Add communications to a case
    • Describe services

Supported API versions and prerequisites

The AWS Support connector uses the AWS Support API. Refer to the API documentation for information on the schema fields.

The AWS Support connector requires the use of an agent version 10.1 or later. These agent versions automatically download the latest version of the connector when required.

Related topic

List of all available connectors

To configuring the AWS Support connection 

  1. From the design canvas, open the Connectivity tab connectivity-tab.png of the design component palette.
  2. Perform one of the following actions:
    • To configure a new AWS Support connection, use the Show dropdown to filter on Connectors, and then click the AWS Support connector block: 
      aws_support-connection-new.png
    • To configure an existing AWS Support connection, use the Show dropdown to filter on Endpoints, and then double-click the AWS Support connector block:
      aws_support-connection-existing.png

  3. On the configuration screen of the AWS Support connection, enter the following configuration values:

    Tip

    Fields with a variable icon variable-icon.png support using global variables, project variables, and Jitterbit variables. Begin either by typing an open square bracket [ into the field or by clicking the variable icon to display a list of the existing variables to choose from.

    Field name

    Action

    Endpoint Name

    Enter a name to identify the AWS Support connection.

    The name must be unique for each AWS Support connection and must not contain forward slashes (`/`) or colons (`:`). This name is also used to identify the AWS Support endpoint, which refers to both a specific connection and its activities.

    Access Key Id

    Enter the Access Key Id generated for AWS.

    For more information about generating the Access Key Id, see Managing access keys.

    Secret Access Key

    Enter the Secret Access Key for the Access Key Id.

    For more information about generating the Secret Access Key, see Managing access keys.

    aws_support-configuration.png

    Important

    If you click Delete while creating a new connection, an error is displayed. For more information, see  Component Dependencies, Deletion, and Removal .

  4. Click Finished. 
    After configuring an AWS Support connection, configure one or more associated activities with that connection.
    For more information about creating an activity, see Creating an AWS Support activity.

To create an AWS Support activity 

  1. From the design canvas, open the Connectivity tab connectivity-tab.png of the design component palette.

  2. Use the Show dropdown to filter on Endpoints, and then click the AWS Support connection block to display activities that are available to be used with an AWS Support connection:
    aws_support-activities.png

    The following activities are available. For more information about configuring these activities, see the specific activity sections.

    Activity name

    Description

    Places case communication details into an AWS Support endpoint and is intended to be used as a target in an operation.

    Places case details into an AWS Support endpoint and is intended to be used as a target in an operation.

    Places case description details into an AWS support endpoint and is intended to be used as a target in an operation.

    Places services description details into an AWS Support endpoint and is intended to be used as a target in an operation.

    Places details of the case to resolve into an AWS Support endpoint and is intended to be used as a target in an operation.

     

  3. To create an activity that can be configured, drag the activity block from the palette to the operation.

For more information about the parts of an operation and adding activities to operations, see Operation Creation and Configuration. 

To configure AWS Support Add Communication To Case activity 

An AWS Support Add Communication To Case activity places case communication details into an AWS Support endpoint and is intended to be used as a target to consume data in an operation. After configuring an AWS Support connection, you can configure as many AWS Support activities as you like for each AWS Support connection.

To configure an AWS Support Add Communication To Case activity, complete the following steps:

  1. After you add the activity to an operation, double-click the activity brick.

  2. On the configuration screen, enter a name and specify the activity settings:

    Field name

    Action

    Name

    Enter a name to identify the AWS Support Add Communication To Case activity.

    The name must be unique for each AWS Support Add Communication To Case activity and must not contain forward slashes (`/`) or colons (`:`).

    Case ID

    Enter the ID of the case to which you want to add the communication.

    Communication Body

    Enter the content to be added to the communication body.

    This value adds additional customer communication to an AWS Support case for the specified case Id. The content is added in communicationBody field in AWS.

    aws_support-add_communication_to_case-activity-1.png

  3. Click Next.

  4. Review the request and response data schemas.
    The data schemas list the fields available for the AWS Support Add Communication To Case activity. If the operation uses a transformation, the data schemas are displayed again later during the transformation mapping process. In the transformation mapping process, map target fields by using source objects, scripts, variables, custom values, and more. 

    The AWS Support connector uses the AWS Support API. For more information about the schema fields, see the API documentation.

  5. Click Finished. 
    After an AWS Support activity has been created, menu actions for that activity are accessible from the project pane in either the Workflows or the Components tabs, and from the design canvas. For more information, see Activity Actions Menu.

To complete the configuration of the operation, add and configure other activities, transformations, or scripts as steps in an operation. You can also configure an operation's settings, which include the ability to chain operations together that are in the same or different workflows.

AWS Support Add Communication operation patterns

AWS Support Add Communication To Case activities can be used as a target with these operation patterns:

Other patterns are not valid using AWS Support Add Communication To Case activities. For more information on the validation patterns, see the Operation Validity page.

A typical use case is to use an AWS Support Add Communication To Case activity in the Two-Transformation Pattern. In this example, the first transformation (AWS Support Add Communication To Case Request) creates a request structure that is passed to the AWS Support Add Communication To Case activity. The second transformation (AWS Support Add Communication To Case Response) receives the response structure, which is then written to a variable by a Variable Write activity (Write AWS Support Add Communication To Case Response) and a message is then logged by the Write to Operation Log_ script:

aws_support-add_communication_to_case-activity-operation.png

Tip

To use the activity with scripting functions, write the data to a temporary location and then use that temporary location in the scripting function. 

When ready, deploy and run the operation and validate behavior by checking the operation logs.

To configure an AWS Support Create Case activity 

An AWS Support Create Case activity places case details into an AWS Support endpoint and is intended to be used as a target to consume data in an operation. After configuring an AWS Support connection, you can configure as many AWS Support activities as you like for each AWS Support connection.

To configure an AWS Support Create Case activity, complete the following steps:

  1. After you add the activity to an operation, double-click the activity brick.

  2. On the configuration screen, enter a name and specify the activity settings. 
    aws_support-create_case-activity-1.png

    Tip

    Fields with a variable icon variable-icon.png support using global variables, project variables, and Jitterbit variables. Begin either by typing an open square bracket [ into the field or by clicking the variable icon to display a list of the existing variables to choose from.

    Field name

    Action

    Name

    Enter a name to identify the AWS Support Create Case activity.

    The name must be unique for each AWS Support Create Case activity and must not contain forward slashes (`/`) or colons (`:`).

    Select case type

    Select one of the following case type:

    • Account and billing support: Assistance with account and billing-related inquiries
    • Technical Support: Service-related technical issues and third-party applications

    Select a Service code

    This section displays service codes available in the AWS Support endpoint.
    When reopening an existing activity configuration, only the selected service code is displayed instead of reloading the entire service code list.

    • Service code: After a service code is selected, it is listed here.
    • Search: Enter any part of the service code name into the search box to filter the list of service codes. The search is not case-sensitive. If service codes are already displayed within the table, the table results are filtered in real time with each keystroke. To reload service codes from the endpoint when searching, enter search criteria, and then click Refresh.
    • Refresh: Click the refresh icon refresh-icon.pngor the word Refresh to reload service codes from the AWS Support endpoint. This may be useful if you have recently added service codes to AWS Support. This action refreshes all metadata used to build the table of service codes displayed in the configuration.
    • Selecting a Service Code: Within the table, click anywhere on a row to select a service code. Only one service code can be selected. The information available for each service code is fetched from the AWS Support endpoint:
      • Name: The service code name from AWS Support.
      • Type: The service code type from AWS Support.

    Important

    If the table does not populate with available service codes, the AWS Support connection may not be successful. Ensure you are connected by reopening the connection and retesting the credentials.

  3. Click Next.

  4. Specify severity code settings for the activity.

    Tip

    Fields with a variable icon variable-icon.png support using global variables, project variables, and Jitterbit variables. Begin either by typing an open square bracket [ into the field or by clicking the variable icon to display a list of the existing variables to choose from.

    Field name

    Action

    Severity Code

    Select a case severity. Valid values include:

    • Critical
    • High
    • Normal
    • Urgent
    • Low

    Select a Category code

    This section displays category names that belong to a selected severity.
    When reopening an existing activity configuration, only the selected category name is displayed instead of reloading the entire category code list.

    • Category code: After a category code is selected, it is listed here.
    • Search: Enter any part of the category name into the search box to filter the list of category names. The search is not case-sensitive. If category names are already displayed within the table, the table results are filtered in real time with each keystroke. To reload category names from the endpoint when searching, enter search criteria, and then click Refresh.
    • Refresh: Click the refresh icon refresh-icon.pngor the word Refresh to reload category names from the AWS Support endpoint. This may be useful if you have recently added category codes to AWS Support. This action refreshes all metadata used to build the table of category codes displayed in the configuration.
    • Category code table: Within the table, click anywhere on a row to select a category code. Only one category code can be selected. The information available for each category code is fetched from the AWS Support endpoint: 
      • Name: The category name from AWS Support.
      • Type: The category type from AWS Support.

    Important: If the table does not populate with available category codes, the AWS Support connection may not be successful. Ensure you are connected by reopening the connection and retesting the credentials.

    aws_support-create_case-activity-2.png

  5. Click Next.
  6. Review the request and response data schemas. 
    The data schemas list the fields available for the AWS Support Create Case activity. If the operation uses a transformation, the data schemas are displayed again later during the transformation mapping process. In the transformation mapping process, map target fields by using source objects, scripts, variables, custom values, and more. 
  7. Click Finished.
    After an AWS Support activity has been created, menu actions for that activity are accessible from the project pane in either the Workflows or the Components tabs, and from the design canvas. For more information, see Activity Actions Menu.

To complete the configuration of the operation, add and configure other activities, transformations, or scripts as steps in an operation. You can also configure an operation's settings, which include the ability to chain operations together that are in the same or different workflows.

AWS Support Create Case operation patterns

AWS Support Create Case activities can be used as a target with these operation patterns:

Other patterns are not valid using AWS Support Create Case activities. For more information on the validation patterns, see the Operation Validity page.

A typical use case is to use an AWS Support Create Case activity in the Two-Transformation Pattern. In this example, the first transformation (AWS Support Create Case Request) creates a request structure that is passed to the AWS Support Create Case activity. The second transformation (AWS Support Create Case Response) receives the response structure, which is then written to a variable by a Variable Write activity (Write AWS Support Create Case Response) and a message is then logged by the Write to Operation Log script:

aws_support-create_case-activity-operation.png

To use the activity with scripting functions, write the data to a temporary location and then use that temporary location in the scripting function.

When ready, deploy and run the operation and validate behavior by checking the operation logs. 

To configuring an AWS Support Describe Cases activity 

An AWS Support Describe Cases activity places case description details into an AWS Support endpoint and is intended to be used as a target to consume data in an operation. After configuring an AWS Support connection, you can configure as many AWS Support activities as you like for each AWS Support connection.

To configure an AWS Support Describe Cases activity, complete the following steps:

  1. After you add the activity to an operation, double-click the activity brick.

  2. On the configuration screen, enter a name and specify the activity settings. 

    Field name

    Action

    Name

    Enter a name to identify the AWS Support Describe Cases activity. The name must be unique for each AWS Support Describe Cases activity and must not contain forward slashes (`/`) or colons (`:`).

    Case IDs

    Enter the IDs of the cases for which you want to add a description.

    After Time

    Enter the start date of a support case communications. Case communications are available for 12 months after they are created.

    Before Time

    Enter the end date of support case communications. Case communications are available for 12 months after they are created.

    Display IDs

    Enter the ID displayed for a case in the AWS Support Center.

    Language

    Enter the ISO 639-1 code for the language in which AWS provides support. Currently, AWS Support supports English ("en") and Japanese ("ja").

    Max Results

    Enter the maximum number of results to display on a single page.

    Include Communications

    Select to include the communication in the description.

    Include Resolved Cases

    Select to add description to cases that are in the Resolved status.

    aws_support-describe_cases-activity-1.png

  3. Click Next.
  4. Review the request and response data schemas. 
    The data schemas list the fields available for the AWS Support Describe Cases activity.     If the operation uses a transformation, the data schemas are displayed again later during the transformation mapping process. In the transformation mapping process, map target fields by using source objects, scripts, variables, custom values, and more. 
  1. Click Finished.
    After an AWS Support activity has been created, menu actions for that activity are accessible from the project pane in either the Workflows or the Components tabs, and from the design canvas. For more information, see Activity Actions Menu.

To complete the configuration of the operation, add and configure other activities, transformations, or scripts as steps in an operation. You can also configure an operation's settings, which include the ability to chain operations together that are in the same or different workflows.

AWS Support Describe Cases operations patterns

AWS Support Describe Cases activities can be used as a target with these operation patterns:

Other patterns are not valid using AWS Support Describe Cases activities. For more information on the validation patterns, see the Operation Validity page.

A typical use case is to use an AWS Support Describe Cases activity in the Two-Transformation Pattern. In this example, the first transformation (AWS Support Describe Cases Request) creates a request structure that is passed to the AWS Support Describe Cases activity. The second transformation (AWS Support Describe Cases Response) receives the response structure, which is then written to a variable by a Variable Write activity (Write AWS Support Describe Cases Response) and a message is then logged by the Write to Operation Log script:

aws_support-describe_cases-activity-operation.png

To use the activity with scripting functions, write the data to a temporary location and then use that temporary location in the scripting function.

When ready, deploy and run the operation and validate behavior by checking the operation logs.

To configure an AWS Support Describe Services activity 

An AWS Support Describe Services activity places service description values into an AWS Support endpoint and is intended to be used as a target to consume data in an operation. After configuring an AWS Support connection, you can configure as many AWS Support activities as you like for each AWS Support connection.

To configure an AWS Support Add Communication To Case activity, complete the following steps:

  1. After you add the activity to an operation, double-click the activity brick.

  2. On the configuration screen, enter a name and specify the activity settings.

    Field name

    Action

    Name

    Enter a name to identify the AWS Support Add Communication To Case activity. The name must be unique for each AWS Support Add Communication To Case activity and must not contain forward slashes (`/`) or colons (`:`).

    Language

    The ISO 639-1 code for the language in which AWS provides support. Currently, AWS Support supports English ("en") and Japanese ("ja").

    Service Code List

    Enter a comma separated list of service codes available for AWS services in JSON format.

    aws_support-describe_services-activity-1.png

  3. Click Next.
  4. Review the request and response data schemas. 
    The data schemas list the fields available for the AWS Support Describe Services activity. If the operation uses a transformation, the data schemas are displayed again later during the transformation mapping process. In the transformation mapping process, map target fields by using source objects, scripts, variables, custom values, and more. 
  5. Click Finished.
    After an AWS Support activity has been created, menu actions for that activity are accessible from the project pane in either the  Workflows or the Components tabs, and from the design canvas. For more information, see Activity Actions Menu. 

To complete the configuration of the operation, add and configure other activities, transformations, or scripts as steps in an operation. You can also configure an operation's settings, which include the ability to chain operations together that are in the same or different workflows.

AWS Support Describe Services operation patterns

AWS Support Describe Services activities can be used as a target with these operation patterns:

Other patterns are not valid using AWS Support Describe Services activities. For more information on the validation patterns, see the Operation Validity page.

A typical use case is to use an AWS Support Describe Services activity in the Two-Transformation Pattern. In this example, the first transformation (AWS Support Describe Services Request) creates a request structure that is passed to the AWS Support Describe Services activity. The second transformation (AWS Support Describe Services Response) receives the response structure, which is then written to a variable by a Variable Write activity (Write AWS Support Describe Services Response) and a message is then logged by the Write to Operation Log script:

To use the activity with scripting functions, write the data to a temporary location and then use that temporary location in the scripting function. 

aws_support-describe_services-activity-operation.png

When ready, deploy and run the operation and validate behavior by checking the operation logs.

To configuring an AWS Support Resolve Cases activity 

An AWS Support Resolve Cases activity places details of the case to resolve into an AWS Support endpoint and is intended to be used as a target to consume data in an operation. After configuring an AWS Support connection, you can configure as many AWS Support activities as you like for each AWS Support connection.

To configure an AWS Support Resolve Cases activity, complete the following steps:

  1. After you add the activity to an operation, double-click the activity brick.

  2. On the configuration screen, enter a name and specify the activity settings.

    Field name

    Action

    Name

    Enter a name to use to identify the AWS Support Resolve Cases activity.

    The name must be unique for each AWS Support Resolve Cases activity and must not contain forward slashes (`/`) or colons (`:`).

    Case ID

    Enter the ID of the case to be resolved.

    aws_support-resolve_cases-activity-1.png

  3. Click Next.
  4. Review the request and response data schemas. 
    The data schemas list the fields available for the AWS Support Resolve Cases activity. The data schemas list the fields available for the Splunk Create Alert activity. If the operation uses a transformation, the data schemas are displayed again later during the transformation mapping process. In the transformation mapping process, map target fields by using source objects, scripts, variables, custom values, and more. 
  5. Click Finished. 
    After an AWS Support activity has been created, menu actions for that activity are accessible from the project pane in either the Workflows or the Components tabs, and from the design canvas. For more information, see Activity Actions Menu.

To complete the configuration of the operation, add and configure other activities, transformations, or scripts as steps in an operation. You can also configure an operation's settings, which include the ability to chain operations together that are in the same or different workflows. 

Important

If you add field values in the connector activity and the transformation, values defined in the transformation take precedence over the values defined in the activity configuration.

AWS Support Resolve Cases operation patterns

AWS Support Resolve Cases activities can be used as a target with these operation patterns:

Other patterns are not valid using AWS Support Resolve Cases activities. For more information on the validation patterns, see the Operation Validity page.

A typical use case is to use an AWS Support Add Communication To Case activity in the Two-Transformation Pattern. In this example, the first transformation (AWS Support Resolve Cases Request) creates a request structure that is passed to the AWS Support Resolve Cases activity. The second transformation (AWS Support Resolve Cases Response) receives the response structure, which is then written to a variable by a Variable Write activity (Write AWS Support Resolve Cases Response) and a message is then logged by the Write to Operation Log script:

aws_support-resolve_cases-activity-operation.png

To use the activity with scripting functions, write the data to a temporary location and then use that temporary location in the scripting function. 

When ready, deploy and run the operation and validate behavior by checking the operation logs.