Integrating AWS Support in ServiceNow - AWS Service Management Connector
Configuring AWS Support integration in ServiceNowConfiguring ServiceNow for integration with AWS SupportEnabling Advanced Mode for AWS Support (optional)Validating AWS Support integration

Integrating AWS Support in ServiceNow

To allow the Connector to synchronize AWS Support tickets, the account should have a Business or Enterprise Support plan. For more information, see Getting started with AWS Support.

Note

AWS Service Management Connector allows AWS Managed Services (AMS) Accelerate users to create Incidents and Service Requests through ServiceNow. To ensure that your account has the required permissions to create AMS Accelerate support cases, make sure you onboard your account to Accelerate. For more information, see Getting Started with AWS Managed Services.

Configuring AWS Support integration in ServiceNow

This section describes how to configure AWS Support integration in ServiceNow.

To configure AWS Support integration features

  1. Set up an SQS queue (in N.Virginia (us-east-1) for Commercial regions and US West (us-gov-west-1) for GovCloud regions) to sync AWS Support cases. Name the queue, AwsServiceManagementConnectorForSupportQueue, to align with the default name in the ServiceNow System Properties for the AWS Support integration. For more information, see Getting started with Amazon SQS.

  2. Set up an Amazon EventBridge rule to detect changes to AWS Support Cases and push these to the queue. For more information, see Getting started with Amazon EventBridge.

The rule should have this event pattern and point to the SQS queue created in Step 1.


            "EventPattern": {
{
    "detail-type": ["Support Case Update"],
    "source": ["aws.support"]
}
}
Note

You can use baseline AWS CloudFormation tempates for the Connector for ServiceNow to automate the AWS Support integration features. For more information, see Baseline Permissions.

To create the required SQS queue and EventBridge rule, use Connector for ServiceNow - AWS Support Commercial Regions, and Connector for Service Management - AWS Support GovCloud West Region.

Configuring ServiceNow for integration with AWS Support

This section shows you how to integrate AWS Support in ServiceNow.

To configure the AWS Support integration System Properties

  1. In the navigator, enter AWS Service Management.

  2. Choose System Properties, then AWS Support.

  3. Set the system property, as required.

Available settings Description

Interval, in minutes, between the execution of full synchronization

Default: 1440 min

SQS Name created by the AWS CloudFormation stack. The same name must be used for all accounts Default: AwsServiceManagementConnectorForSupportQueue
(Advanced mode) Enable an intermediate table (SMC Support Case table) to synchronize data to and from AWS Support. Use caution; enabling an intermediate table replaces the default Incident table. Default: False

Enabling Advanced Mode for AWS Support integration (optional)

AWS Service Management Connector allows you to enable an intermediate table for the creation of AWS 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 AWS Support Case, the API only allows specific changes by an end user. The allowable changes for design considerations while using AWS Support integration are:

  • Adding a correspondence to the case

  • Resolving the case

  • Reopening a case, which occurs if you add correspondence to a previously resolved support case

Validating AWS Support in ServiceNow

This section describes how to create, view, and manage integration features for AWS Support.

To view Cases from AWS 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 AWS 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 AWS 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 AWS 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 AWS 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 AWS 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 AWS 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 AWS 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 AWS 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 AWS Support Case records to ServiceNow Incident records

This table shows how AWS Support Case map to ServiceNow Incidents.

AWS 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 AWS Support case status values to ServiceNow state.

ServiceNow incident Status AWS 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.

AWS Support Case Severity label AWS 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

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

  6. Choose Submit.