Amazon Connect Cases - rules integration onboarding

To enable Amazon Connect Cases with rules integration

1. Ensure that you have Amazon Connect Cases enabled for your instance. For more information see Enable Cases.

2. Ensure that you have enabled Amazon Connect Cases event streams. For more information see Set up case event streams.

   1. You can skip the part that asks you to create a SQS queue, as it is not required.

   2. Run the following command to include all case fields information in the event. Make sure to include all of the fields that you need for the Rules engine to work:

      
                                      
      aws connectcases put-case-event-configuration --domain-id 01310a0e-24ba-4a3c-89e9-9e1daeaxxxx --event-bridge "{
          \"enabled\": true, 
          \"includedData\": {
             \"caseData\": {
                 \"fields\": [
                   {
                     \"id\": \"status\"
                   },
                   {
                     \"id\": \"title\"
                   },
                   {
                     \"id\": \"assigned_queue\"
                   },
                   {
                     \"id\": \"assigned_user\"
                   },
                   {
                     \"id\": \"case_reason\"
                   },
                   {
                     \"id\": \"last_closed_datetime\"
                   },
                   {
                     \"id\": \"created_datetime\"
                   },
                   {
                     \"id\": \"last_updated_datetime\"
                   },
                   {
                     \"id\": \"reference_number\"
                   },
                   {
                     \"id\": \"summary\"
                   }
                 ]
            },
            \"relatedItemData\": {
            \"includeContent\": true
            }
          }
        }"
      
                                  

   3. If there are custom case fields, make sure to include a custom field ID the fields array in the previous payload as well. Field IDs can be found by running the following command :

      
                              
      aws connectcases list-fields --domain-id 01310a0e-24ba-4a3c-89e9-9e1daeaxxxx
                                      
                                  

   4. Repeat step 2 if you need to add new custom fields.

3. Make a CreateEventIntegration API call.

   • Payload:

     
                             
      aws appintegrations create-event-integration --name amazon-connect-cases --description amazon-connect-cases --event-filter '{"Source":"aws.cases"}' --event-bridge-bus default
     
                                 

   • The output will be something similar to the following sample:

     
                             
     {
         "EventIntegrationArn": "arn:aws:app-integrations:us-west-2:111222333444:event-integration/amazon-connect-cases"
     }
     
                                 

4. Make a CreateIntegrationAssociation API call.

   • Payload:

     The IntegrationArn is the response you get from step 3.

     
                             
     aws connect create-integration-association --instance-id bba5df5c-6a5f-421f-a81d-9c16402xxxx --integration-type EVENT --integration-arn arn:aws:app-integrations:us-west-2:111222333444:event-integration/amazon-connect-cases --source-type CASES
     
                                 

   • The output will be something similar to the following sample:

     
                             
     {
         "IntegrationAssociationId": "d49048cd-497d-4257-ab5c-8de797a123445",
         "IntegrationAssociationArn": "arn:aws:connect:us-west-2:111222333444:instance/bba5df5c-6a5f-421f-a81d-9c16402bxxxx/integration-association/d49048cd-497d-4257-ab5c-8de797a123445"
     }
     
                                 

You should now be able to use Rules with Cases.