This section describes how to create, view, and manage integration features for Support.
To view Support cases from Support as Jira incidents
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Log in to your Jira Agent view as an end user.
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In the Jira Service Management Jira Agent view, choose the Jira project associated to Support
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Choose Incidents and select the Incident related to the Support case in AWS
To create a general Support case as a Jira incident
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Log in to your Jira Agent view as an end user.
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In the Jira Service Management Jira Agent view, choose the Jira project associated to Support.
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Choose Create from list header and select Issue Type as Incident.
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Complete the mandatory fields on the form.
Under the Jira Issue Fields section
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Summary- Brief summary of the question or issue
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Description – Detailed account of the question or issue
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Priority – Severity of the AWS Support case
Under Support fields section
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Create Support case – Check this box to create support case
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Support Service and Category – AWS Service and Category of the support case
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AWS Cc Email Addresses – Add cc email addresses to the Support case (not mandatory)
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Choose Create.
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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
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Log in to your Jira Agent view as an end user.
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In the Jira Service Management Jira Agent view, choose the Jira project associated to Support.
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Choose Create from list header and select Issue Type as Incident.
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Complete the mandatory fields on the form.
Under Jira Issue Fields section
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Summary- Brief summary of the question or issue
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Description – Detailed account of the question or issue
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Priority – Severity of the Support case
Under Support fields section
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Create Support case – Check this box to create support case
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AWS Support Service and Category – Select AMS Operations – Service Request and choose category
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AWS Cc Email Addresses – Add cc email addresses to the Support case (not mandatory)
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Choose Create.
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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 Support case in Jira incident
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Log in to your Jira Agent view as an end user
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In the Jira Service Management Jira Agent view, choose the Jira project associated to Support.
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Choose Incidents and select the Incident related to the Support case in AWS.
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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
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Choose Share with customer.
To resolve an Support case in Jira
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Log in to your Jira Agent view as an end user.
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In the Jira Service Management Jira Agent view, choose the Jira project associated to Support.
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Choose Incidents and select the Incident related to the Support case in AWS.
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In the Jira Incident form, choose an action from Workflow, Resolve.
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Complete the required mandatory fields.
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Choose Resolve.
Fields mapped from Support case records to Jira Service Management Incident records
Status: We map Support case status values to JSM state.
| JSM incident status | 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 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 |
