Integrating AWS Systems Manager Incident Manager in ServiceNow - AWS Service Management Connector
Configuring ServiceNow for integration with AWS Systems Manager Incident ManagerValidating AWS Systems Manager Incident Manager integrationFields mapped from Incident Manager incident to ServiceNow Incident records

Integrating AWS Systems Manager Incident Manager in ServiceNow

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

For more information, see What is AWS Systems Manager Incident Manager.

Configuring ServiceNow for integration with AWS Systems Manager Incident Manager

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

To configure the AWS Systems Manager Incident Manager integration system properties

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

  2. Choose System Properties, then AWS Systems Manager Incident Manager.

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

Available settings Description
Assignment Group value (SYS_ID) to use when creating ServiceNow Incidents from AWS Systems Manager Incident Manager synchronization

sys_id of the assignment group that the Connector uses when synching Incidents from AWS Systems Manager Incident Manager

Default value: <empty>
Synchronization of the resolved status

Bidirectional. Sync Resolve status of the incident from AWS to ServiceNow and ServiceNow to AWS

Unidirectional: AWS to ServiceNow. Sync Resolve status of the incident only from AWS to ServiceNow

Unidirectional: ServiceNow to AWS. Sync Resolve status of the incident only from ServiceNow to AWS

None. Resolve status are not synched

Default value: Bidirectional

Validating AWS Systems Manager Incident Manager integration

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

To view Incident Manager incidents

  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 Incident Manager.

  4. Choose Incidents to show a list of all synced Incidents.

To view Incident Manager incident details

  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 Incident Manager.

  4. Choose Incidents to show a list of all synced Incidents.

  5. To open the record, choose the Number field of an Incident.

  6. Open the AWS Systems Manager Incident Manager tab to display details of the IM Incident.

  7. To open the Incident Manager incident on the AWS Incident Management console, choose the AWS Incident URL.

To resolve an Incident Manager 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. Choose AWS Systems Manager Incident Manager.

  4. Choose Incidents to show a list of all synced Incidents.

  5. To open the record, choose the Number field of an Incident

  6. In the Resolution Information tab, complete Resolution Code and Resolution Notes.

  7. Choose Resolve.

To view AWS Systems Manager Incident Manager Ops Items

  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 Incident Manager.

  4. Choose Incidents to show a list of all synced Incidents.

  5. To open the record, choose the Number field of an Incident.

  6. Scroll to the bottom of the Incident form and use the AWS OpsItems related list to see associated OpsItems.

Fields mapped from Incident Manager incident to ServiceNow Incident records

This table shows how AWS Incident Manager Incidents map to ServiceNow Incidents.

AWS Incident Manager incident ServiceNow Incident
Title short_description

Summary

description
Incident ARN x_126749_aws_sc_awsincidentarn
AWS Account x_126749_aws_sc_awsaccount
AWS Region x_126749_aws_sc_awsregion
Status x_126749_aws_sc_awsstatus
Start time x_126749_aws_sc_awscreationtime
Resolved time x_126749_aws_sc_awsresolvetime
Updated time x_126749_aws_sc_awslastupdatedtime
Incident Sync time x_126749_aws_sc_awslastsynctime
AWS incident URL x_126749_aws_sc_awsincidenturl
Impact impact

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

Incident Manager Incident Status ServiceNow Incident Status

Open

New

Resolved

Resolved
Resolved Cancelled

Priority - In ServiceNow 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 the default priorities as below:

Incident Manager Incident ServiceNow Incident
Impact Urgency Priority (Calculated)
Critical High High Critical (1)
High High High Critical (1)
Medium Medium High High (2)
Low Low High Moderate (3)
No Impact Low High Moderate (3)