Configuring Support Integration

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Configuring Support Integration - AWS Service Management Connector

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To enable the Connector to synchronize Support tickets, the account should have a Business or Enterprise Support plan. For more information, see Getting started with Support.

Note

AWS Service Management Connector allows AWS Managed Services (AMS) Accelerate users to create Incidents and Service Requests through Jira Service Management. To ensure that your account has the required permissions to create AMS Accelerate (Accelerate) support cases, make sure you onboard your account to Accelerate. For more information, see Getting Started with AMS Accelerate.

To configure Support integration features

Set up an SQS queue (in N.Virginia (us-east-1) for Commercial regions and US West (us-gov-west-1) for GovCloud regions) to receive updates on Support cases. Name the queue AWSServiceManagementConnectorSupportQueue to align with the default name within the JSM Connector Settings for the Support integration. For more information, see Getting started with Amazon SQS.
Set up an Amazon EventBridge rule to detect changes to Support case and push these to the queue. For more information, see Getting Started with Amazon EventBridge.

The Amazon EventBridge rule should have the following event pattern and should point to the SQS queue created in Step 2.
```
EventPattern":{
   "source":[
      "aws.support"
   ],
}
```

Note

You can use the available AWS CloudFormation templates for the JSM connector to configure your AWS account to enable AWS Service Catalog integration. For more information, see Baseline Permissions.

For creation of SQS queue and EventBridge rule, use Connector for Jira Service Management - AWS Support Commercial Regions and Connector for Jira Service Management AWS Support GovCloud West Region.