Creating AWS incidents from BMC Helix ITSM incidents via BMC Helix Integration Service

You can configure BMC Helix Multi-Cloud Broker to create an incident with AWS Support when a service desk agent creates an incident in BMC Helix ITSM.The trigger conditions defined in BMC Helix Multi-Cloud Broker determine when incidents are created in AWS Support. For more information about incident management, see Incident-brokering.

Before you begin

Complete all preconfiguration tasks before you configure AWS Support integration.

To select the integration option for AWS Support

Log in to BMC Helix Innovation Suite.
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.
To open the configuration page, click Settings .
Select Start Here > Quick Configuration Guide.
In the Step 1: Choose configuration tab, perform the following steps:
1. From the Choose configuration list, select the Helix integration service.

b. For the incident management feature, under Incident Brokering, select ITSM Incident to AWS, and click Next.

The Perform configurations tab displays a list of the common configurations, connectors, flows, and connector targets and processes that you need to configure. The following sections describe these configurations in detail.

To map AWS Support vendor data to BMC Helix ITSM

Configuring vendor data includes setting up a vendor organization and defining vendor mappings for the technology provider. Vendor mapping ensures that your vendor is notified about changes to the BMC Helix ITSM fields by sending updates as a comment to the corresponding vendor ticket.

If you have not already done so, to set up the vendor organizations, on the Perform configurations tab, click Manage Vendor Organizations. For instructions, see Performing-preconfiguration-tasks.
To add or update the vendor mapping, on the Perform configurations tab, click Manage Vendor Metadata.
On the Configure Vendor Metadata page, click to open the Map New Vendor page.
Enter a Description that makes it easy for you to identify the vendor metadata configuration.

Select the Ticketing Technology Provider.
The Ticketing Technology Provider is the application the vendor uses to manage tickets.

Vendor	Ticketing Technology Provider
Amazon	AWS
JIRA Software	JIRA
Salesforce Service Cloud	Service Cloud
CA Agile Central	Agile Central
BMC Helix ITSM	Vendor Remedy ITSM
JIRA Software Service Desk	JIRA Service Desk
Microsoft Azure Devops	Azure DevOps
Azure Monitor	Azure Alerts
IBM QRadar	QRadar
BMC TSOM	TrueSight Ops Mgmt for PSR

Click Add Mapping.
BMC Helix Multi-Cloud Broker displays the default Instance URL, Vendor Field Mapping and Display Field Mapping.
Update the Instance URL with the ticketing technology provider server and port details.
To add or delete mapped field values, click Click { } to open the JSON editor, and modify Vendor Field Mapping and Display Field Mapping.
1. If required, update the existing Vendor Field Mapping.
  Vendor field mapping defines how BMC Helix Multi-Cloud Broker maps BMC Helix ITSM fields to vendor ticket fields.
2. If required, update the existing Display Field Mapping.
  Display field mapping defines how vendor ticket fields map to the fields on the Smart IT console.
From the Integration Platform list, select Integration Service.

Important

If you do not want the BMC Helix ITSM ticket to be automatically resolved when the corresponding ticket is closed by your vendor, select . By default, BMC Helix Multi-Cloud Broker resolves the BMC Helix ITSM ticket when the corresponding ticket is closed by the vendor.

To configure connectors for integrating BMC Helix ITSM and AWS Support with BMC Helix Multi-Cloud Broker

For each feature you selected, complete the following procedure for the connectors listed on the Configuration Links page.

To navigate to BMC Helix Integration Service, on the Configuration Links page, click Configure connectors in Integration Studio under Required Common Configurations.
You must configure the connectors listed for each feature, in addition to the connectors listed under Required Common Configuration.
To enter field values, select a connector, such as ITSM, and click Configuration.
You might need to click the arrow on the ribbon in the lower section of the screen to open the Configuration pane.
To update the configuration defaults, enter the appropriate field values by referring to the list of connectors at the end of this procedure.
To add or update the user account that is used to access the vendor application, click Accounts.

List of connectors and configuration values for integration with AWS Support

ITSM

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.

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

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

Configuration

Not applicable

Account

Ensure that you have an AWS Support 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

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.

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.

To configure flow triggers and field mappings between BMC Helix ITSM, BMC Helix Multi-Cloud Broker, and AWS Support

For each feature you selected, complete this procedure for the flows listed on the Configuration Links page.

To navigate to BMC Helix Integration Service, on the Configuration Links page, click Configure flows in Integration Studio under Required Common Configurations.
You need to configure the flows listed for each feature, in addition to the flows listed under Required Common Configuration.
To open the flow template page, on the Catalog tab in Integration Studio, click the flow you want to configure.
To create a copy of the flow template, click .
Select the appropriate accounts for the end-point connectors of the selected flow.
You specify the connector accounts when configuring connectors.
To update the name of the flow that you have copied from the flow template, select My Flow, open the flow that you copied, and update the title.
Specify the trigger Conditions and Field mapping, and click OK.
For more information about trigger conditions and field mappings, see the list of flows at the end of this procedure.
Click My Flows and select the flow that you created from the flow template.
To verify the target values for the trigger conditions and the field mappings, in the right pane, click Details.

List of flows and configuration values for integration with AWS Support

Create Brokered Incident

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.

Field	Value
Company	Company
Service	Service
incidentNumber	Incident Number

Create Incident Activity Note

Trigger
Field
Value
Shared with Vendor
True

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 (Remedy 9.1.06 or later)

Trigger
Field
Value
Shared with Vendor
True

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

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

Field	Value
Status	Status
incidentNumber	Incident Number

Send Error Notification

Trigger
Field
Value
Flow Target
Multi-Cloud

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.

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

To define connector targets for AWS Support integration

BMC preconfigures the out-of-the-box connector targets for all BMC Helix Multi-Cloud Broker features. If you want to update the connector configuration or account information, update the connector target for the feature.

Warning

Do not delete the out-of-the-box connector targets.

To navigate to BMC Helix Innovation Suite, in the Configuration Links page, click Configure Connector Targets in Innovation Studio under Required Common Configurations.
You need to configure the connector targets listed for each feature on the Configuration Links page, in addition to the ones listed under Required Common Configuration.
Click the connector target you want to configure or click to configure a new connector target.

Enter or update the following values and save the configuration.

Field	Instructions
Name	Enter a unique name for the configuration. The name is associated with the process that is related to the connector you are configuring.
Connector Type	Select the connector type from the list of connectors available to you in BMC Helix Integration Service.
Configuration	Select a configuration from the list. For example, if you select qradar as the Connector Type, all the configurations that you have made for qradar are displayed in the Configuration list.
Profile	Select a profile. For example, if you select qradar as the Connector Type, all the profiles that you have created for qradar are displayed in the Configuration list.

List of connector targets for integration with AWS Support

MCSM Remedy ITSM

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

MCSM AWS

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

When you complete the configuration for all the components, verify the incidents are being brokered from BMC Helix ITSM to AWS Support