Learn how to succeed in your role as a service desk agent.
Integrate Jira Service Desk Cloud with AWS Service Catalog
AWS Service Catalog enables organizations to create and manage Amazon Web Services (AWS) approved IT services: everything from virtual machine images and servers to software and databases. Integrating AWS Service Catalog with Jira Service Desk allows users to request AWS services from the portal using the AWS Service Catalog Connector.
Step 1: Set up the AWS Service account
Before you connect the AWS Service Catalog with Jira Service Desk, you need an AWS account to configure AWS portfolios and products. Learn more about setting up for AWS Service Catalog.
AWS Service Catalog Connector requires each AWS account to have an AWS Identity and Access Management (IAM) user with the following permission policies:
Other policies that the user may need to launch specific products
Step 2: Install AWS Service Catalog Connector
You can access the AWS Service Catalog from Jira Service Deskthrough a special request type in the portal. To make the Request AWS Product request type available in your service, you need to install the AWS Service Catalog Connector app, add the request type to your issue scheme, and unhide the request type from the portal.
Install the app
You must be a Jira admin to install apps.
To install the AWS Service Catalog Connector app:
Go to Settings () > Apps > Find new apps.
Search and select AWS Service Catalog Connector for Jira Service Desk.
Install the app.
The Request AWS Product request type is now added to your service desk projects.
Make the request type available in your project
To make this request type available in your service desk project, you must modify the issue type scheme to include the ‘Request AWS Product’ issue type. When this issue type is available, the corresponding ‘Request AWS Product’ request type can be unhidden from the portal.
You must be an admin to add request types to an issue scheme.
To make the Request AWS Product request type available:
From your service desk project, go to Project settings () > Issue types.
Select Actions > Edit issue types.
Drag Request AWS Product from Available Issue Types to Issue Types for Current Scheme.
Do not delete the ‘Request AWS Product request type and the 'Request AWS Product’ issue type as the app relies on these specific IDs.
Unhide the request type from the portal
Your request type is available to use in your project, but is still hidden from the portal.
You must be an admin to unhide request types from the portal.
To unhide the Request AWS Product request type from the portal:
From your service desk project, go to Project settings () > Request types.
Find the Request AWS Product in the Hidden from portal tab, then select Edit groups.
Select the groups you want the request type to appear in on your customer portal, then select Save.
You’ve now finished installing the AWS Service Catalog Connector app, made the request type available in your service desk project, and enabled it in the customer portal.
Step 3: Set up your connection to AWS Service Catalog
After setting up the Request AWS Product request type, you need to connect it to AWS Service Catalog (AWS SC).
You must be a Jira admin to edit AWS SC account settings.
To set up your connection:
Go to ( or ) > AWS SC account settings.
Select Connect new account.
Enter an Account alias and fill out the details for the Service Catalog IAM user.
Select AWS regions that users can provision, then Test Connectivity to validate the connection between AWS Service Catalog and Jira Service Desk.
Add or remove permissions to a request and approve provisioning
To add or remove provisioning permissions:
Go to ( or ) > AWS SC account settings.
Select Manage for the account to update.
Select the portfolio to add permissions to.
Under Permission to request and Permission to approve, select Add group to give a group permission or Remove on a group to remove their permissions.
When a customer sends a request that requires approval, agents who have permission to approve it, will receive an email notification.
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