This documentation supports the 20.02 version of BMC Helix Multi-Cloud Service Management.

Enabling prebuilt integration with AWS

You can configure BMC Helix Multi-Cloud Service Management to create an incident with AWS (Amazon Web Services) when a service desk agent creates an incident in Remedy IT Service Management (ITSM) or BMC Helix IT Service Management (ITSM). The trigger conditions defined in BMC Helix Multi-Cloud Service Management determine when incidents are created in AWS. For more information about incident management, see Incident-brokering.

Before you begin

Complete all preconfiguration tasks before you configure AWS integration.

To select the integration option for AWS

  1. Launch BMC Helix Platform by using the URL provided in the email sent to you from BMC, and log in as an administrator.
  2. From the list of applications, select Workspace > Applications > Multi-Cloud Service Management.

  3. To launch BMC Helix Multi-Cloud Service Management, on the top-right corner of the page, click Visit Deployed Application.

    Tip

    You can access BMC Helix Multi-Cloud Service Management directly by entering the URL https://hostName:portNumber/innovationsuite/index.html#/com.bmc.dsm.mcsm and logging in as a tenant administrator.

  4. To open the configuration page, click Settingssettings.png.
  5. Select Start Here > Quick Configuration Guide.
    BMC Helix Multi-Cloud Service Management lists the features available to you.
    quick_config_guide.png

6. For the incident management feature, select Remedy Incident to AWS under Incident Brokering, and click Done.

The Configuration Links page 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 vendor data to Remedy ITSM or Smart IT

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 Remedy ITSM fields by sending updates as a comment to the corresponding vendor ticket.

  1. If you have not already done so, to set up the vendor organizations, on the Configuration Links page, click Manage Vendor Organizations. For instructions, see Performing-preconfiguration-tasks.
  2. To add or update the vendor mapping, on the Configuration Links page, click Map Vendors.

  3. On the Map Vendors screen, click mapNewVendor.PNG to open the Map New Vendor page.
    mapNewVendorScreen.png
  4. Enter a Description that makes it easy for you to identify the vendor metadata configuration.

  5. 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

    Remedy 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

  6. Click Add Mapping.
    BMC Helix Multi-Cloud Service Management displays the default Instance URL, Vendor Field Mapping and Display Field Mapping.
  7. Update the Instance URL with the ticketing technology provider server and port details.
  8. 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 Service Management maps Remedy ITSM fields to vendor ticket fields.
      vendorMapping.png

    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.
      displayMapping.png

Note

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

To configure connectors for integrating Remedy ITSM and AWS with BMC Helix Multi-Cloud Service Management

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

  1. 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.
  2. To enter field values, select a connector, such as Remedy 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.
  3. To update the configuration defaults, enter the appropriate field values by referring to the list of connectors at the end of this procedure.
  4. 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

ITSM

  • Configuration
    If you are integrating BMC Helix Multi-Cloud Service Management with an on-premises instance of Remedy 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 Remedy 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 Service Management, 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 reauthenticate.PNGto 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 Person data.


AWS
  • 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

  • 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
    .

To configure flow triggers and field mappings between Remedy ITSM, BMC Helix Multi-Cloud Service Management, and AWS

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

  1. 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.

  2. To open the flow template page, on the Catalog tab in Integration Studio, click the flow you want to configure.

    FlowScreen.png

  3. To create a copy of the flow template, click useThisFlow.PNG.
    AfterUseFlowclick.png

  4. Select the appropriate accounts for the end-point connectors of the selected flow.
    You specify the connector accounts when configuring connectors.
  5. 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.
  6. 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.
  7. Click My Flows and select the flow that you created from the flow template.
  8. 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


Create Brokered Incident
  • Trigger
    Specify the name of the Remedy business service for incident brokering in the Service field. Incidents will not be brokered as expected if you do not specify the Service.
    serviceTrigger.PNG

Note

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

  • Field Mapping

    Do not change 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, BMC recommends 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

  • 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 (Remedy 9.1.06 or later)

  • 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

  • Trigger

    Field

    Value

    Service

    Specify the name of the Remedy Business Service for incident brokering in the Service field: serviceTrigger.PNG.

    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

  • 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.

To define connector targets for AWS integration

BMC preconfigures the out-of-the-box connector targets for all BMC Helix Multi-Cloud Service Management 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.

  1. To navigate to BMC Helix Platform, 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.
  2. Click the connector target you want to configure or click icon_newConnector.png to configure a new connector target.

  3. 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

MCSM Remedy ITSM

For the MCSM Remedy 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 Platform.

When you complete the configuration for all the components, verify the incidents are being brokered from Remedy ITSM to AWS.

To configure connectors for enabling integration with AWS

Related topic

Configuring-BMC-Helix-Multi-Cloud-Service-Management



 

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