Connecting Amazon Q Business to ServiceNow Online using the console - Amazon Q Business

Connecting Amazon Q Business to ServiceNow Online using the console

The following procedure outlines how to connect Amazon Q Business to ServiceNow Online using the AWS Management Console.

Connecting Amazon Q to ServiceNow Online

  1. Sign in to the AWS Management Console and open the Amazon Q console at https://console.aws.amazon.com/amazonq/business/.

  2. Complete the steps to create your Amazon Q application.

  3. Complete the steps for selecting an Amazon Q retriever.

  4. Then, from Data sources – Add an available data source to connect your Amazon Q application.

    You can add up to 5 data sources.

  5. Then, on the ServiceNow Online page, enter the following information:

  6. Name – Name your data source for easy tracking.

    Note: You can include hyphens (-) but not spaces. Maximum of 1,000 alphanumeric characters.

  7. In Source, enter the following information:

    • ServiceNow host – Enter your ServiceNow host name without the protocol. For example, example.service-now.com.

    • ServiceNow version – Select your ServiceNow version, whether Tokyo, San Diego, Rome, Vancouver, and Others.

  8. Authorization – Amazon Q Business crawls ACL information by default to ensure responses are generated only from documents your end users have access to. See Authorization for more details.

  9. Authentication – Choose between Basic authentication and OAuth 2.0 authentication and then enter the following information for your AWS Secrets Manager secret.

    1. Secret name – A name for your secret.

    2. Basic Authentication – Enter the Secret name, Username, and Password for your ServiceNow account.

      If using OAuth2 Authentication – Enter the Secret name, Username, Password, Client ID, and Client Secret that you created in your ServiceNow account.

    3. Choose Save and add secret.

  10. Configure VPC and security group – optional – Choose whether you want to use a VPC. If you do, enter the following information:

    1. Subnets – Select up to 6 repository subnets that define the subnets and IP ranges the repository instance uses in the selected VPC.

    2. VPC security groups – Choose up to 10 security groups that allow access to your data source. Ensure that the security group allows incoming traffic from Amazon EC2 instances and devices outside your VPC. For databases, security group instances are required.

    For more information, see VPC.

  11. Identity crawler – Amazon Q crawls identity information from your data source by default to ensure responses are generated only from documents end users have access to. For more information, see Identity crawler.

  12. IAM role – Choose an existing IAM role or create an IAM role to access your repository credentials and index content.

    For more information, see IAM role.

  13. Sync scope – Set the content that you want to sync.

    1. For Knowledge articles, choose from the following options :

      • Knowledge articles – Choose to index knowledge articles.

      • Knowledge article attachments – Choose to index knowledge article attachments.

      • Type of knowledge articles – Choose between Only public articles and Knowledge articles based on ServiceNow filter query, based on your use case. If you select Include articles based on ServiceNow filter query, you must enter a Filter query copied from your ServiceNow account. Example filter queries include: workflow_state=draft^EQ, kb_knowledge_base=dfc19531bf2021003f07e2c1ac0739ab^text ISNOTEMPTY^EQ, and article_type=text^active=true^EQ.

        Important

        If you choose to crawl Only public articles, Amazon Q crawls only knowledge articles assigned a public access role in ServiceNow Online.

      • Include articles based on short description filter – Specify regular expression patterns to include or exclude specific articles.

    2. For Service catalog items:

      • Service catalog items – Choose to index service catalog items.

      • Service catalog item attachments – Choose to index service catalog item attachments.

      • Active service catalog items – Choose to index active service catalog items.

      • Inactive service catalog items – Choose to index inactive service catalog items.

      • Filter query – Choose to include service catalog items based on a filter defined in your ServiceNow instance. Example filter queries include: short_descriptionLIKEAccess^category=2809952237b1300054b6a3549dbe5dd4^EQ, nameSTARTSWITHService^active=true^EQ.

      • Include service catalog items based on short description filter – Specify a regex pattern to include specific catalog items.

    3. For Incidents:

      • Incidents – Choose to index service incidents.

      • Incident attachments – Choose to index incident attachments.

      • Active incidents – Choose to index active incidents.

      • Inactive incidents – Choose to index inactive incidents.

      • Active incident type – Choose between All incidents, Open incidents, Open - unassigned incidents, and Resolved incidents, depending on your use case.

      • Filter query – Choose to include incidents based on a filter defined in your ServiceNow instance. Example filter queries include: short_descriptionLIKETest^urgency=3^state=1^EQ, and priority=2^category=software^EQ .

      • Include incidents based on short description filter – Specify a regex pattern to include specific incidents.

    4. For Maximum single file size – Specify the file size limit in MBs that Amazon Q will crawl. Amazon Q will crawl only the files within the size limit you define. The default file size is 50MB. The maximum file size should be greater than 0MB and less than or equal to 50MB.

    5. In Additional configuration – optional:

      • ACL information – Access control lists for entities that you have selected are included by default. Deselecting an access control list will make all files in that category public. ACL options are automatically deactivated for entities that aren't selected. For public articles, ACL isn't applied.

      • For Maximum single file size – Specify the file size limit in MBs that Amazon Q will crawl. Amazon Q will crawl only the files within the size limit you define. The default file size is 50MB. The maximum file size should be greater than 0MB and less than or equal to 50MB.

      • Attachment regex patterns – Add regular expression patterns to include or exclude specific attached files of catalogs, knowledge articles, and incidents. You can add up to 100 patterns.

  14. For Sync mode, choose how you want to update your index when your data source content changes. When you sync your data source with Amazon Q for the first time, all content is synced by default.

    • Full sync – Sync all content regardless of the previous sync status.

    • New, modified, or deleted content sync – Only sync new, modified, and deleted content.

  15. In Sync run schedule, for Frequency – Choose how often Amazon Q will sync with your data source. For more details, see Sync run schedule.

  16. Tags - optional – Add tags to search and filter your resources or track your AWS costs. See Tags for more details.

  17. Field mappings – A list of data source document attributes to map to your index fields. Add the fields from the Data source details page after you finish adding your data source. You can choose from two types of fields:

    1. Default – Automatically created by Amazon Q on your behalf based on common fields in your data source. You can't edit these.

    2. Custom – Automatically created by Amazon Q on your behalf based on common fields in your data source. You can edit these. You can also create and add new custom fields.

      Note

      Support for adding custom fields varies by connector. You won't see the Add field option if your connector doesn't support adding custom fields.

    For more information, see Field mappings.

  18. To finish connecting your data source to Amazon Q, select Add data source.

    You are taken to the Data source details, where you can view your data source configuration details.

  19. In Data source details, choose Sync now to allow Amazon Q to begin syncing (crawling and ingesting) data from your data source. When the sync job finishes, your data source is ready to use.

    Note

    You can also choose to view CloudWatch logs for your data source sync job by selecting View CloudWatch logs. If you get a Resource not found exception when you try to view your CloudWatch logs for a data source sync job in progress, it can be because the CloudWatch logs are not available yet. Wait for some time and check again.