AWS Service Management Connector allows you to enable an intermediate table for the creation of Support Cases. This allows you to add custom logic using ServiceNow business rules and workflows to align with your internal Incident or Case Management process.
For more information about enabling advanced mode, refer to the Advanced mode row in the above table.
After you create an Support Case, the API only allows specific changes by an end user. The allowable changes for design considerations while using Support integration are:
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Adding a correspondence to the case
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Resolving the case
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Reopening a case, which occurs if you add correspondence to a previously resolved support case
