ServiceNow provides a cloud-based service management system to create and manage organization-level workflows, such as IT services, ticketing systems, and support. ServiceNow uses incidents (tickets) to track issues. If you’re a ServiceNow user, you can create an Amazon Q Business plugin to allow your end users to perform the following actions from within their web experience chat:
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Create incident
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Read incident
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Update incident
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Delete incident
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Read change request
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Create change request
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Update change request
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Delete change request
To create a ServiceNow plugin, you need configuration information from your ServiceNow instance to set up a connection between Amazon Q and ServiceNow and allow Amazon Q to perform actions in ServiceNow.
For more information on how to use plugins during your web experience chat, see Using plugins.
Prerequisites
Before you configure your Amazon Q ServiceNow plugin, you must do the following:
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As an admin, create a new OAuth 2.0 ServiceNow app in the ServiceNow developer console with scoped permissions for performing actions in Amazon Q. To learn how to do this, see Create an endpoint for clients to access the instance
in ServiceNow Developer Documentation. -
Make sure the OAuth plugin is active and the OAuth activation property is set to true. Required scopes:
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read -
write -
useraccount
Note
We recommend choosing Classic OAuth Scopes.
-
-
Make sure to create an authentication profile by following the steps outlined in ServiceNow Documentation
. For Type, select OAuth. For authentication policy, select Allow Access Policy. Then, add the authentication profile you created to the REST API access policies for Table API and Change Management by following steps outlined in Create REST API access policy
in ServiceNow Documentation. -
Note the domain URL of your ServiceNow instance. For example:
https://.yourInstanceId.service-now.com -
Note your:
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Access token URL – For ServiceNow OAuth applications, this is
https://.yourInstanceId.service-now.com/oauth_token.do -
Authorization URL – For ServiceNow OAuth applications, this is
https://.yourInstanceId.service-now.com/oauth_auth.do -
Redirect URL – The URL to which user needs to be redirected after authentication. If your deployed web url is
<q-endpoint>, use<q-endpoint>/oauth/callback. Amazon Q Business will handle OAuth tokens in this URL. This callback URL needs to be allowlisted in your third-party application. -
Client ID – The client ID generated when you create your OAuth 2.0 application in ServiceNow.
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Client secret – The client secret generated when you create your OAuth 2.0 application in ServiceNow.
You will need this authentication information during the plugin configuration process.
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Service access roles
To successfully connect Amazon Q to ServiceNow, you need to give Amazon Q the following permission to access your Secrets Manager secret to get your ServiceNow credentials. Amazon Q assumes this role to access your ServiceNow credentials.
The following is the service access IAM role required:
{
"Version": "2012-10-17",
"Statement": [{
"Effect": "Allow",
"Action": [
"secretsmanager:GetSecretValue"
],
"Resource": [
"arn:aws:secretsmanager:{{your-region}}:{{your-account-id}}:secret:[[secret-id]]"
]
}
]
}To allow Amazon Q to assume a role, use the following trust policy:
{
"Version": "2012-10-17",
"Statement": [
{
"Sid": "QBusinessApplicationTrustPolicy",
"Effect": "Allow",
"Principal": {
"Service": "qbusiness.amazonaws.com"
},
"Action": "sts:AssumeRole",
"Condition": {
"StringEquals": {
"aws:SourceAccount": "{{source_account}}"
},
"ArnLike": {
"aws:SourceArn":"arn:aws:qbusiness:{{your-region}}:{{source_account}}:application/{{application_id}}"
}
}
}
]
}
If you use the console and choose to create a new IAM role, Amazon Q creates the role for you. If you use the console and choose to use an existing secret, or you use the API, make sure your IAM role contains these permissions.
Creating a plugin
To create a ServiceNow plugin for your web experience chat, you can use the AWS Management Console or the CreatePlugin API operation. The following tabs provide a procedure for creating a ServiceNow plugin using the console and code examples for the AWS CLI.
To create a ServiceNow plugin
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Sign in to the AWS Management Console and open the Amazon Q console.
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From the Amazon Q console, in Applications, select the name of your application from the list of applications.
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From the left navigation menu, choose Actions, and then choose Plugins.
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For Plugins, choose Add plugin.
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For Add plugins, choose ServiceNow.
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For ServiceNow, enter the following information:
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In Plugin name, for Name – A name for your Amazon Q plugin. The name can include hyphens (-), but not spaces, and can have a maximum of 1,000 alphanumeric characters.
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In Domain URL, for URL – Enter your ServiceNow domain URL. For example,
https://.yourInstanceId.service-now.com -
OAuth 2.0 authentication – do the following:
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For AWS Secrets Manager secret – Choose Create and add a new secret or Use an existing one. Your secret must contain the following information:
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Secret name – A name for your Secrets Manager secret.
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Client ID – The client ID generated when you create your OAuth 2.0 application in ServiceNow.
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Client secret – The client secret generated when you create your OAuth 2.0 application in ServiceNow.
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For Redirect URL – The URL to which user needs to be redirected after authentication. If your deployed web url is
<q-endpoint>, use<q-endpoint>/oauth/callback. Amazon Q Business will handle OAuth tokens in this URL. This callback URL needs to be allowlisted in your third-party application.
-
-
For Access token URL – For ServiceNow OAuth applications, this is
https://.yourInstanceId.service-now.com/oauth_token.do -
For Authorization URL – For ServiceNow OAuth applications, this is
https://.yourInstanceId.service-now.com/oauth_auth.do
-
-
Service access – Choose Create and add a new service role or Use an existing service role. Make sure tha your service role has the necessary permissions.
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Tags – optional – An optional tag to track your plugin.
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Choose Save.
