- [Announcer] In this video, you'll see how to enable
AWS support with Atlassian Jira Service Management.
With the AWS Service Management Connector
for Jira Service Management,
you can leverage the Jira incident management process
throughout the AWS support case lifecycle
and synchronize case related communication
between the two services.
This is our Jira Service Management account,
which is already configured
with the AWS Service Management Connector.
To get started, let's sign in.
As you can see, the connector has been installed
in this Jira Service Management instance.
Let's check on our AWS accounts.
Our account has been onboarded.
Next, let's review the connector settings.
Notice that the AWS Support check box is selected.
This setting allows us to seamlessly open support incidents
with AWS Support using Jira Service Management.
Here we can see that JSMTES, the JSM test project
for which we're going to use AWS Support integration
has been enabled for the connector.
Under Support Configuration, we can confirm
that the JSM test project has been associated
with the account.
Next, let's open the project and create a support case
from Jira Service Management.
Notice that Incident is selected as the issue type.
We'll begin by filling in the Jira Issue fields.
We'll specify the severity of the AWS Support case
by setting the priority of the incident.
For our purposes, we'll select the lowest priority.
Next, let's configure the AWS Support fields.
We'll select the checkbox to create an AWS Support case,
and then specify the AWS Support Service and Category.
For AWS Service, we'll select Alexis Services.
For Category, we'll specify Other.
Let's create the incident.
Now that the incident has been created,
let's look at the record.
Notice that an AWS support case has been created,
and the AWS Case ID
and the AWS Status fields have been populated.
Next, let's go to the AWS Support Dashboard
and check for our support case there.
Here's the case we just created.
Let's open it.
From this page, we can correspond with Jira.
Let's reply to the initial message about the issue.
We can respond through the web, by chat, or by phone.
We can also attach files.
We'll use the web option to submit the correspondence
directly to Jira Service Management.
Now we'll go back to the Jira incident
and find the correspondence we just submitted.
Let's refresh the page.
As you can see, the correspondence set
from AWS Support appears in the Jira incident record.
Now let's add correspondence in Jira.
This time we'll include an attachment.
Let's return to the AWS support case.
We'll do a quick refresh.
The correspondence, including the attachment,
has been synced back into the support case.
Now, let's go back to the Jira incident to resolve it.
In the Workflow dropdown list, we'll select Resolve.
Next, we'll specify the resolution and resolve the incident.
Let's go back to the AWS support case and refresh the page.
The AWS support case has been resolved.
You've just seen how to enable AWS Support
with Atlassian Jira Service Management.
You can learn more about this topic
in the description and links for this video.
Thanks for watching.
Now it's your turn to try.