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

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.