ServiceNow provides a cloud-based service management system to create and manage organization-level workflows, such as IT services, ticketing systems, and support. You can connect ServiceNow Online instance to Amazon Q Business—using either the AWS Management Console or the CreateDataSource API—and create an Amazon Q web experience.
Topics
Known limitations for the Amazon Q Business ServiceNow Online connector
Prerequisites for connecting Amazon Q Business to ServiceNow Online
Connecting Amazon Q Business to ServiceNow Online using the console
Connecting Amazon Q Business to ServiceNow using AWS CloudFormation
Troubleshooting your Amazon Q Business ServiceNow Online connector
Learn more
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For an overview of the Amazon Q web experience creation process using IAM Identity Center, see Configuring an application using IAM Identity Center.
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For an overview of the Amazon Q web experience creation process using AWS Identity and Access Management, see Configuring an application using IAM.
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For an overview of connector features, see Data source connector concepts.
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For information about connector configuration best practices, see Connector configuration best practices.
Known limitations for the Amazon Q Business ServiceNow Online connector
The ServiceNow Online connector has the following known limitations:
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There is no REST API to wake up your ServiceNow instance. To activate it when it's in hibernation mode, log in to the your ServiceNow instance.
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Because Amazon Q Business uses email address as unique identifiers, each user must have a unique email address.
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We don't support ServiceNow access controls.
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We don't support ServiceNow user criteria.
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Only the following ServiceNow roles are supported for incidents:
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ITIL: This role provides broad access to incident management functionality.
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Custom roles: You can create custom roles with specific incident access permissions.
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