Integrating AWS Health in ServiceNow - AWS Service Management Connector
Configuring AWSSynchronizing AWS Health events with ServiceNowValidating AWS Health integration

Integrating AWS Health in ServiceNow

AWS Health integration includes a dashboard that provides ongoing visibility into your resource performance and the availability of your AWS services and accounts. This enables deeper visibility into resource issues, upcoming changes, and important notifications.

To allow the Connector to synchronize AWS Health events and resource information, the account should have a Business or Enterprise Support plan. For more information, refer to What is AWS Health?

Configuring AWS

This section describes how to configure AWS Health integration in ServiceNow.

Configure AWS for health-integration features

  1. Set up an Amazon SQS queue to sync AWS Health events. Name the queue, AwsServiceManagementConnectorForHealthDashboardQueue, to align with the default name in the ServiceNow System Properties for the AWS Health integration. For more information, refer to Getting started with Amazon SQS.

  2. Set up an Amazon EventBridge rule to detect Health Event changes and push them to the queue. For more information, refer to Getting started with Amazon EventBridge. The rule should have the following event pattern and point to the Amazon SQS queue from step 1:

"EventPattern":
{
    "source":
    [
        "aws.health"
    ]
}
Note

The SQS queue synchronizes every five minutes. To change this threshold, navigate to Scheduled Jobs, and modify the Repeat Interval value of the Synchronize AWS Health job.

Note

You can use baseline AWS CloudFormation tempates to automate AWS Health integration features. For more information, refer to Setting baseline permissions for AWS Service Management Connector for ServiceNow.

Synchronizing AWS Health events with ServiceNow

This section shows you how to synchronize AWS Health events with ServiceNow.

  1. In the ServiceNow filter navigator in the fulfiller (stand user interface) view, enter AWS Service Management Connector.

  2. Choose System Properties and then AWS Health.

    Configure the SQS name created by the CloudFormation stack. Note that a queue with this name must exist in all Regions defined in any AWS accounts with the AWS Health integration enabled. The default value is AwsServiceManagementConnectorForHealthDashboardQueue.

    Note

    Unless you change the SQS name in the AWS account, don't change the Amazon SQS name in the ServiceNow scoped app (AwsServiceManagementConnectorForHealthDashboardQueue).

  3. Review and modify the following settings as needed:

ServiceNow settings
Setting Description Default value
SQS queue name Name of the queue to fetch messages from. Only change this setting if you change the CloudFormation template that creates the queue. AwsServiceManagementConnectorForHealthDashboardQueue
Enable auto-creation for issue and investigation Automatically creates a ServiceNow incident for new health events for issue and investigation types. If this setting is disabled, users can manually create incidents through the health dashboard. none
Enable auto-creation for accountNotification Automatically creates a ServiceNow change request for new health events of type accountNotification. If this setting is disabled, users can manually create change requests through the health dashboard. none
Enable auto-creation for scheduledChange Automatically creates a ServiceNow change request for new health events of type scheduledChange. If this setting is disabled, users can manually create change requests through the health dashboard. none
Assignment group System ID of the default assignment group, which is the ServiceNow group that automatically assigns incidents and change requests. If this field is blank, no default group is assigned. none
Note

The types of change requests are Standard, Normal, and Emergency, but custom types are also available. The default type is Standard.

Validating AWS Health integration

View AWS Health dashboard
Note

To view the the AWS Health dashboard, you must use the role x_126749_aws_sc.health_dashboard_viewer.

  1. Log in to your ServiceNow instance in the fulfiller (standard) view.

  2. In the search box, enter AWS Service Management Connector.

  3. Choose AWS Health and then Dashboards.

  4. At the top-right, select your account from the Select an AWS account dropdown list. The following four tabs are available:

    • Open and recent issues (opens by default) displays health events that were updated within the past seven days. Choose an event to display its details and a list of affected resources.

    • Scheduled changes displays future health events with start times after the current date and time.

    • Other notifications displays health events that were updated within the past seven days.

    • Event log displays all health events for the selected AWS account.

View AWS Health incidents

  1. Log in to your ServiceNow instance in the fulfiller (standard) view.

  2. In the navigator, enter AWS Service Management Connector.

  3. Under AWS Health, choose AWS Health Incidents.

View AWS Health change requests

  1. Log in to your ServiceNow instance in the fulfiller (standard) view.

  2. In the navigator, enter AWS Service Management Connector.

  3. Under AWS Health, choose AWS Health Requests.

Manually create an AWS Health incident

  1. Log in to your ServiceNow instance in the fulfiller (standard) view.

  2. In the navigator, enter AWS Service Management Connector.

  3. Choose AWS Health and then Dashboards.

  4. Choose an event that doesn't already have an incident linked to it.

  5. Choose Create a New Incident. You are redirected to the new-incident form, which has prefilled data fields for the selected health event.

Manually create an AWS Health change

  1. Log in to your ServiceNow instance in the fulfiller (standard) view.

  2. In the navigator, enter AWS Service Management Connector.

  3. Choose AWS Health and then Dashboards.

  4. Choose an event that doesn't already have a change linked to it.

  5. Choose Create a New Change. You are redirected to the new-incident form, which has prefilled data fields for the selected health event.

Validate the automatic creation of AWS Health incidents and changes

  1. Log in to your ServiceNow instance in the fulfiller (standard) view.

  2. In the navigator, enter AWS Service Management Connector.

  3. Navigate to AWS Health system properties, and enable automatic creation for health event types.

  4. Generate new health events, and then sync AWS Health.