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Validating Support in ServiceNow

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Validating Support in ServiceNow - AWS Service Management Connector
Fields mapped from Support Case records to ServiceNow Incident records

This section describes how to create, view, and manage integration features for Support in order to validate integration.

To view Cases from Support

  1. Log in to your ServiceNow instance as a user (for example, System Administrator) in the fulfiller view (standard user interface view).

  2. In the navigator, enter AWS Service Management.

  3. To show a list of all synched Support Cases, choose Incidents under Support.

To manually sync a Support Case

  1. Log in to your ServiceNow instance as a user (for example, System Administrator) in the fulfiller view (standard user interface view).

  2. In the navigator, enter AWS Service Management.

  3. To show a list of all synched Support Cases, choose Incidents under Support.

  4. Choose an Incident to open the record.

  5. Choose Sync From AWS.

To create a general Support Case

  1. Log in to your ServiceNow instance as a user (for example, System Administrator) in the fulfiller view (standard user interface view).

  2. In the navigator, enter AWS Service Management.

  3. To show a list of all synched Support Cases, choose Incidents under Support.

  4. Choose New from list header.

  5. Complete the mandatory fields on the form.

    • Subject- Brief summary of the question or issue

    • Description – Detailed account of the question or issue

    • AWS Account – AWS account against which the support case is initiated

    • AWS Service – AWS Service related to the support case

    • AWS Category – Category of the case under the related service

    • Caller – ServiceNow field that indicates who created the support ticket

  6. Choose Submit.

  7. Choose the Incident you created from the list.

    The AWS Case Id and AWS Case Status displays.

For AWS Managed Services Accelerate customer to create AMS Accelerate Service Request

  1. Log in to your ServiceNow instance as a user (for example, System Administrator) in the fulfiller view (standard user interface view).

  2. In the navigator, enter AWS Service Management.

  3. To show a list of all synched Support Cases, choose Incidents under Support.

  4. Choose New from list header.

  5. Complete the mandatory fields on the form.

    • Subject- Brief summary of the question or issue

    • Description – Detailed account of the question or issue

    • AWS Account – AWS account against which the support case is initiated

    • AWS Service – AWS Service related to the support case (Select AMS Operations – Service Request)

    • AWS Category – Category of the case under the related service

    • Caller – ServiceNow field that indicates who created the support ticket

  6. Choose Submit.

  7. Choose the Incident you created from the list.

    The AWS Case Id and AWS Case Status displays.

For AWS Managed Services Accelerate customer to create AMS Accelerate Report Incident

  1. Log in to your ServiceNow instance as a user (for example, System Administrator) in the fulfiller view (standard user interface view).

  2. In the navigator, enter AWS Service Management.

  3. To show a list of all synched Support Cases, choose Incidents under Support.

  4. Choose New from list header.

  5. Complete the mandatory fields on the form.

    • Subject- Brief summary of the question or issue

    • Description – Detailed account of the question or issue

    • AWS Account – AWS account against which the support case is initiated

    • AWS Service – AWS Service related to the support case (Select AMS Operations – Report Incident)

    • AWS Category – Category of the case under the related service

    • Caller – ServiceNow field that indicates who created the support ticket

  6. Choose Submit.

  7. Choose the Incident you created from the list.

    The AWS Case Id and AWS Case Status displays.

To add a correspondence to an existing Support Case

  1. Log in to your ServiceNow instance as a user (for example, System Administrator) in the fulfiller view (standard user interface view).

  2. In the navigator, enter AWS Service Management.

  3. To show a list of all synched Support Cases, choose Incidents under Support.

  4. Choose an Incident to open the record.

  5. In the Incident form, scroll to the middle of the page to view and open the Notes tab.

  6. Add correspondence on the Additional Comments (Customer visible) field.

  7. Choose Post.

To add an attachment to an existing Support Case

  1. Log in to your ServiceNow instance as a user (for example, System Administrator) in the fulfiller view (standard user interface view).

  2. In the navigator, enter AWS Service Management.

  3. To show a list of all synched Support Cases, choose Incidents under Support.

  4. Choose an Incident to open the record.

  5. On the Incident form header, choose paper clip icon to add attachment.

  6. Choose the file from your disk to add as an attachment.

To resolve a Support Case

  1. Log in to your ServiceNow instance as a user (for example, System Administrator) in the fulfiller view (standard user interface view).

  2. In the navigator, enter AWS Service Management.

  3. To show a list of all synched Support Cases, choose Incidents under Support.

  4. Choose an Incident to open the record.

  5. In the Incident form, scroll to the middle of the page to view and open the Resolution Information tab.

  6. Complete the Resolution Code and Resolution Notes fields.

  7. On the Incident form header, choose Resolve.

Fields mapped from Support Case records to ServiceNow Incident records

This table shows how Support Case map to ServiceNow Incidents.

Support case ServiceNow incident
Subject short_description

First correspondence

 description

Case ID

 x_126749_aws_sc_awssupportcaseid

Status

 x_126749_aws_sc_awscasestatus
Service x_126749_aws_sc_awsservice
Category

x_126749_aws_sc_awscategory

Additional contacts

x_126749_aws_sc_awscasecommunicationemails
AWS account x_126749_aws_sc_awsaccount

Incident State is an integer in ServiceNow. We map Support case status values to ServiceNow state.

ServiceNow incident Status Support case status

New

Unassigned

New

Open

In Progress

 Work in progress

In Progress

Reopened

On Hold

Pending customer action

Resolved

Resolved

Resolved

Closed

Resolved

Closed

Priority: In Incident, you can’t set the Priority field directly.

The values of the Impact and Urgency fields calculate the Priority field. When synchronizing from AWS, we set by default the fields shown in the table below.

Support Case Severity label Support Case Severity value ServiceNow Incident priority label ServiceNow Incident priority value
Business Critical System Down (Enterprise support plan only) critical 1 – Critical 1

Production System Down

 urgent 2 – High 2
Production System Impaired high 3 – Moderate 3

System Impaired

 normal 4 – Low 4

General Guidance

 low 5 – Planning 5

Support integration also enables you to customize the priority values, and maps Support Case Severity to ServiceNow Incident Priority.

To create custom priority mappings

  1. Log in to your ServiceNow instance as a user (for example, System Administrator) in the fulfiller view (standard user interface view).

  2. In the navigator, enter AWS Service Management.

  3. Under Setup, choose Priority Mappings. Then choose New.

  4. Choose AWS Record Type as Support Case.

  5. For mapping, choose Support Case Severity and ServiceNow Incident Priority.

  6. Choose Submit.

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