Integrating AWS Systems Manager OpsCenter in ServiceNow - AWS Service Management Connector
Configuring ServiceNowValidating AWS Systems Manager OpsCenter integration Fields mapped from OpsCenter OpsItem records to ServiceNow Incident records

Integrating AWS Systems Manager OpsCenter in ServiceNow

To allow the Connector to synchronize AWS Systems Manager OpsCenter data for a specific Region, you must enable OpsCenter in that account and Region.

For more information, see AWS Systems Manager OpsCenter.

Configuring ServiceNow

This section shows you how to integrate AWS Systems Manager OpsCenter in ServiceNow.

To configure the AWS Systems Manager OpsCenter integration system properties

  1. In the navigator, enter AWS Service Management.

  2. Choose System Properties, then AWS Systems Manager - OpsCenter.

  3. Review the available settings and recommendations in the table below.

    Available settings Description
    Synchronizing a new OpsItem with a severity 1

    Do Nothing. This action only imports selected OpsItems for the scoped app. Users with scoped app permissions can view and choose to create an Incident or Problem.

    Create Incident. This action automatically creates Incidents from OpsItems and syncs updates in ServiceNow to AWS Systems Manager - OpsCenter.

    Default value: Create Incident
    Synchronizing a new OpsItem with a severity 2

    Do Nothing. This action only imports selected OpsItems for the scoped app. Users with scoped app permissions can view and choose to create Incident or Problem.

    Create Incident. This action automatically creates Incidents from OpsItems and syncs updates in ServiceNow to AWS Systems Manager - OpsCenter.

    Default value: Create Incident
    Synchronizing a new OpsItem with a severity 3

    Do Nothing. This action only imports selected OpsItems for the scoped app. Users with scoped app permissions can view and choose to create Incident or Problem.

    Create Incident. This action automatically creates Incidents from OpsItems and syncs updates in ServiceNow to AWS Systems Manager - OpsCenter.

    Default value: Do Nothing
    Synchronizing a new OpsItem with a severity 4

    Do Nothing. This action only imports selected OpsItems for the scoped app. Users with scoped app permissions can view and choose to create Incident or Problem.

    Create Incident. This action automatically creates Incidents based on OpsItems and syncs updates in ServiceNow to AWS Systems Manager - OpsCenter.

    Default value: Do Nothing
    Assignment Group (SYS_ID) for created Incidents

    ServiceNow Incidents from AWS OpsItems need assignment group.

    To associate the assignment group for ServiceNow Incidents from AWS OpsItems

    1. Choose the section Set the assignment group sys_id or name that the Connector uses when creating Incidents.

    2. Enter the Assignment group sys_id.

    If you need to find the group sys_id, enter System Security in the left navigator.

    3. Choose the Groups module and search for the Group name.

    5. Choose the group to associate to ServiceNow Incidents generated from AWS OpsItems and choose Copy sys_id. You can now paste the copied sys_id into AWS Systems Manager – OpsCenter System Properties.

Validating AWS Systems Manager OpsCenter integration in ServiceNow

This section describes how to validate AWS Systems Manager OpsCenter integration in ServiceNow.

To view OpsItems from AWS Systems Manager - OpsCenter

To view AWS OpsItem, you must have the role, x_126749_aws_sc.opscenter_manager, with the Connector scope app.

  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. Choose AWS Systems Manager - OpsCenter.

  4. Choose OpsItems to show a list of all synced Findings.

  5. Choose an OpsItems to open the record.

    The Incident and Problem fields show the Incident for the OpsItems, if these exist.

  6. Choose the ⓘ icon to the right of the field to preview the Incident.

  7. Choose Open Record on the preview form to open the Incident.

    If the Connector configuration does not to automatically create a ServiceNow Incident when a new Finding syncs, you can create one manually. To do so, choose the link at the bottom of the form.

To execute an AWS Systems Manager – Automation Document from an AWS OpsItems associated to a ServiceNow Incident

One of the following conditions must be true to view or execute automation documents (runbooks):

  • The user has the role Account Manager or Automation Manager.

  • The user has a linked Incident.

  • The system parameter Assignment Group (SYS_ID) for created incidents is set to a valid group and a linked Incident whose Assignment group is set to that group, and the user is a member of that group.

Note

To enable this feature, you must activate AWS Systems Manager Automation in the AWS Account and opt in to the Connector.

  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. Then choose AWS Systems Manager - OpsCenter.

  3. Choose OpsItems to show a list of all synced Findings. Then choose Execute Automation Document.

  4. Choose your Automation Document.

    Note

    You can configure an OpsItem with Automation Documents and mark it as Associated.

  5. Choose Order Execution next to the Automation Document you want to execute. You’ll see the ServiceNow catalog item associated with the Automation Document.

  6. Enter the necessary AWS parameters and choose Order Now.

  7. In OpsItems in the scoped app, choose the OpsItem in the Automation Document where you executed it.

  8. In OpsItem Automation Executions, review the success or failure status.

  9. Follow your organization's Incident management procedures to determine related Incident resolution actions.

Fields mapped from OpsCenter OpsItem records to ServiceNow Incident records

This table shows how AWS OpsItems map to ServiceNow Incidents.

AWS Ops Center ServiceNow Incident
Title short_description
Description description
CreatedTime opened_at
Status incident_state
Severity impact/urgency
Priority priority
CreatedBy Not synced
LastModifiedTime Not synced
LastModifiedBy Not synced
Source Not synced
OpsItemId Not synced
OperationalData Not synced
Category Software

Incident Status is an integer in ServiceNow. We map OpsItem status values to values.

ServiceNow Incident Status OpsCenter Status
New (primary) Open
On Hold Open
In Progress In Progress
Resolved (primary) Resolved
Closed Resolved
Cancelled Resolved

In this type of subjective mapping, we only change the target value if it is incompatible. An example of subjective mapping would be if New and On Hold in ServiceNow both map to Open in AWS. An example of an incompatible target would be if the Incident is On Hold, while we're synchronizing from AWS an OpsItem that is Open, and we don't change On Hold.

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:

OpsItem Priority ServiceNow Incident
Impact Urgency Priority (Calculated)
1 High High Critical (1)
2 Medium High High (2)
3 Medium Medium Moderate (3)
4 Low Medium Low (4)
5 Low Low Planning (5)

You can find these mappings in a ServiceNow table Priority Data Lookup. While we can use this table to find the required values of Impact and Urgency, note that you can customize the mappings and also define new priority values. Additionally, you might want a specific priority in AWS to map to an entirely different priority in an Incident or Problem.