Validating configurations - AWS Service Management Connector

Validating configurations

You can validate the AWS Service Management Connector for Jira Service Management installation procedures.

AWS Service Catalog integration

To order an AWS Service Catalog product

  1. Log in to your Jira Service Management customer portal as the end user.

  2. In the Jira Service Management customer portal, choose Request AWS product.

  3. Enter Summary details.

  4. Open the AWS product request detail menu and select a product to provision.

  5. Fill in the product request details, including product reference name, parameters, and tags.

  6. Choose Create to submit the Jira Service Management request and provision the AWS Service Catalog product.

  7. After the request processes, a message appears indicating that your request was created. When the product is ready to provision, the end user receives a notification that the product is launching.

To view provisioned products

  1. In the Jira Service Management customer portal, choose Requests in the upper right corner.

  2. Choose My Requests in the Jira Service Management customer portal view.

  3. Choose the AWS product you requested.

  4. The AWS product details display, including the status of the product request, product events, and activities.

  5. If that Connector feature is available, AWS Config information appears. You can expand Configuration Items or Relationships to see more information. Related resources can be loaded by continuing to expand them underneath the Relationships section.

  6. Once the product is in the Available status, end users can request post-provision operations actions such as Request update, Request termination, and Request self-service actions. These actions render additional product events and activities within the request. Once the product terminates, the request closes in a resolved state.

AWS Systems Manager automation integration

To execute an automation document

  1. Log in to your Jira Service Management customer portal as the end user.

  2. In the Jira Service Management customer portal, choose Request AWS automation.

  3. Enter Summary details.

  4. Open the AWS automation request detail menu and choose an automation document to execute.

  5. Enter the automation request details, parameters, and tags.

  6. Choose Create to submit the Jira Service Management request and execute the AWS Systems Manager Automation Document.

  7. After the request processes, a message indicates the completion of the request. As the automation executes, the end user receives a notification of progress.

To view automation executions

  1. In the Jira Service Management customer portal, choose Requests in the upper right corner.

  2. Choose My Requests in the Jira Service Management customer portal view.

  3. Choose the AWS automation execution you requested. The AWS automation execution details displays and includes the status of the execution, request details, and steps.

AWS Systems Manager OpsCenter integration

To view OpsItems in Jira Service Management from AWS Systems Manager

  1. Log in to your Jira Agent view as an end user.

  2. In the Jira Service Management Jira Agent view, choose the Jira project associated to OpsCenter

  3. Choose Open Issues and select the OpsItem from AWS that you want to view.

To create AWS Systems Manager OpsItems in Jira Service Management

  1. Log in to your Jira Agent view as an end user.

  2. In the Jira Service Management Jira Agent view, choose Create.

  3. In the Create Issue field input the following details:

    • Project: Auto-populated.

    • Issue Type: Choose AWS OpsItem if you have multiple issue types.

    • Summary: Input Summary Details.

    • Description: Input Description.

    • Priority: Choose the appropriate Priority (default value is Low).

    • Severity: Choose the appropriate Severity (required for AWS OpsItem).

    • Category: Choose the appropriate Category (required for AWS OpsItem).

    • Region: Choose the appropriate AWS Region (required for AWS OpsItem).

  4. Choose Create.

    Note

    The newly created OpsItem from Jira Service Management displays in the AWS account view of OpsItem on the next sync between AWS and Jira Service Management.

To update AWS Systems Manager OpsItems in Jira Service Management

  1. Log in to your Jira Agent view as an end user.

  2. In the Jira Service Management Jira Agent view, choose the Jira project associated to OpsCenter.

  3. Choose Open Issues and select the OpsItem from AWS that you want to update.

  4. Choose Edit Issue.

  5. Update fields available such as Summary, Description, Priority, Severity, Category. The Resolved button in the OpsItem issue is also available to select upon resolution.

    Note

    Updates to OpsItem fields from Jira Service Management displays in the AWS account view of OpsItem on the next sync between AWS and Jira Service Management.

To view AWS related resources in AWS Systems Manager OpsItems through Jira Service Management

  1. Log in to your Jira Agent view as an end user.

  2. In the Jira Service Management Jira Agent view, choose the Jira project associated to OpsCenter.

  3. Choose Open Issues and select the OpsItem from the OpsItem from AWS.

  4. Choose the AWS related resource section of the OpsItem selected. This section displays the related resource details.

To execute runbooks on AWS Systems Manager OpsItems through Jira Service Management

  1. Log in to your Jira Agent view as an end user.

  2. In the Jira Service Management Jira Agent view, choose the Jira project associated to OpsCenter.

  3. Choose Open Issues and select the OpsItem.

  4. Choose the OpsItem section of AWS Runbooks. The OpsItem that contains the associated runbooks display a list of automation documents available. (See them next to the star shaped symbol.)

    • Choose Execute on the desired runbook. An Execute Runbook from OpsItem screen displays.

    • Enter the workflow parameter details associated to the runbook. The runbook will not execute successfully without the correct parameter inputs.

    • Enter metadata tags details if applicable.

    • Select Create. An Execute AWS Systems Manager Automation Request issue generates and provides the execution status.

    OpsItems without associated runbooks are still able to run automated documents.

To run automated documents not associated with runbooks

  1. In the OpsItem, choose Show All Runbooks. A list on AWS Runbooks display.

  2. To narrow the list of runbooks available, enter details into the search bar above the first listed runbook.

  3. Choose Execute on the desired runbook. An Execute Runbook from OpsItem screen displays.

  4. Enter the workflow parameter details associated to the runbook. The runbook will not execute successfully without the correct parameter inputs.

  5. Enter metadata tags details if applicable.

  6. Choose Create. An Execute AWS Systems Manager Automation Request issue displays and provides the execution status.

AWS Support integration

This section describes how to create, view, and manage integration features for AWS Support.

To view AWS Support cases from AWS Support as Jira incidents

  1. Log in to your Jira Agent view as an end user.

  2. In the Jira Service Management Jira Agent view, choose the Jira project associated to AWS Support

  3. Choose Incidents and select the Incident related to the AWS Support case in AWS

To create a general AWS Support case as a Jira incident

  1. Log in to your Jira Agent view as an end user.

  2. In the Jira Service Management Jira Agent view, choose the Jira project associated to AWS Support.

  3. Choose Create from list header and select Issue Type as Incident.

  4. Complete the mandatory fields on the form.

    Under the Jira Issue Fields section

    • Summary- Brief summary of the question or issue

    • Description – Detailed account of the question or issue

    • Priority – Severity of the AWS Support case

    Under AWS Support fields section

    • Create AWS Support case – Check this box to create support case

    • AWS Support Service and Category – AWS Service and Category of the support case

    • AWS Cc Email Addresses – Add cc email addresses to the AWS Support case (not mandatory)

  5. Choose Create.

  6. Choose the Incident you created from the list. The AWS Case Id and AWS Case Status displays.

For AWS managed services Accelerate customers to create AMS Accelerate Report Incident in Jira

  1. Log in to your Jira Agent view as an end user.

  2. In the Jira Service Management Jira Agent view, choose the Jira project associated to AWS Support.

  3. Choose Create from list header and select Issue Type as Incident.

  4. Complete the mandatory fields on the form.

    Under Jira Issue Fields section

    • Summary- Brief summary of the question or issue

    • Description – Detailed account of the question or issue

    • Priority – Severity of the AWS Support case

    Under AWS Support fields section

    • Create AWS Support case – Check this box to create support case

    • AWS Support Service and Category – Select AMS Operations – Service Request and choose category

    • AWS Cc Email Addresses – Add cc email addresses to the AWS Support case (not mandatory)

  5. Choose Create.

  6. Choose the Incident you created from the list. The AWS case Id and AWS case status displays.

To add a correspondence and attachment to an existing AWS Support case in Jira incident

  1. Log in to your Jira Agent view as an end user

  2. In the Jira Service Management Jira Agent view, choose the Jira project associated to AWS Support.

  3. Choose Incidents and select the Incident related to the AWS Support case in AWS.

  4. Use Add Comment action or scroll to the bottom of the form and Click to add comment to add a correspondence with or without attachments

  5. Choose Share with customer.

To resolve an AWS Support case in Jira

  1. Log in to your Jira Agent view as an end user.

  2. In the Jira Service Management Jira Agent view, choose the Jira project associated to AWS Support.

  3. Choose Incidents and select the Incident related to the AWS Support case in AWS.

  4. In the Jira Incident form, choose an action from Workflow, Resolve.

  5. Complete the required mandatory fields.

  6. Choose Resolve.

Fields mapped from AWS Support case records to Jira Service Management Incident records

Status: We map AWS Support case status values to JSM state.

JSM incident status AWS Support case status
OPEN Unassigned
OPEN Opened
WORK IN PROGRESS Work in progress
WORK IN PROGRESS Reopened
PENDING Pending customer action
COMPLETED Resolved

Priority: We map AWS Support case severity to JSM Incident Priority

AWS severity JSM incident priority
General Guidance Minor
System Impaired Low
Production System Impaired Medium
Production system down High
Business Critical system down Blocker