Mapping ServiceNow objects to the standard case in Amazon Connect Customer Profiles

This topic lists which fields in ServiceNow objects map to fields in the standard case in Amazon Connect Customer Profiles.

Servicenow-task object

Following is list of all the fields in a Servicenow-task object.

• sys_id

• active

• activity_due

• additional_assignee_list

• approval

• approval_history

• approval_set

• assigned_to

• assignment_group

• business_duration

• business_service

• calendar_duration

• closed_at

• closed_by

• cmdb_ci.display_value

• cmdb_ci.link

• comments

• comments_and_work_notes

• company

• contact_type

• contract

• correlation_display

• active

• correlation_id

• delivery_plan

• delivery_task

• description

• due_date

• escalation

• expected_start

• follow_up

• group_list

• impact

• knowledge

• location

• made_sla

• number

• opened_at

• opened_by.display_value

• order

• parent

• priority

• reassignment_count

• service_offering

• short_description

• sla_due

• state

• sys_class_name

• sys_created_by

• sys_created_on

• active

• sys_domain.global

• sys_domain.link

• sys_domain_path

• sys_mod_count

• sys_updated_by

• sys_updated_on

• time_worked

• upon_approval

• upon_reject

• urgency

• user_input

• watch_list

• work_end

• work_notes

• work_notes_list

• work_start

Mapping Servicenow-task to a standard case

A subset of the fields in the Servicenow-task object map to the standard case in Customer Profiles.

The following table lists which fields can be mapped from the Servicenow-task object to the standard case.

Servicenow-task source field	Standard case target field
sys_id	Attributes.ServiceNowTaskId
opened_by.link	Attributes.ServiceNowSystemUserId
short_description	Title
description	Summary
status	Status
sys_created_by	CreatedBy
sys_created_on	CreatedDate
sys_updated_on	UpdatedDate

The Servicenow-task customer data from Servicenow is associated with an Amazon Connect standard case using the indexes in the following table.

Standard Index Name	Servicenow-task source field
_serviceNowTaskId	sys_id
_serviceNowSystemId	open_by.link

For example, you can use _serviceNowTaskId and _serviceNowSystemId as an ObjectFilter.KeyName with the ListProfileObjects API to find a standard case. You can find the Servicenow-task objects associated with a specific profile by using the ListProfileObjects API with the ProfileId and ObjectTypeName set to Servicenow-task.

Servicenow-incident object

Following is a list of all the fields in a Servicenow-incident object.

• sys_id

• business_stc

• calendar_stc

• caller_id.link

• caller_id.value

• category

• caused_by

• child_incidents

• close_code

• hold_reason

• incident_state

• notify

• parent_incident

• problem_id

• reopened_by

• reopened_time

• reopen_count

• resolved_at

• resolved_by.link

• resolved_by.value

• rfc

• severity

• subcategory

Mapping Servicenow-incident to a standard case

A subset of the fields in the Servicenow-incident object map to the standard case in Customer Profiles.

The following table lists which fields can be mapped from the Servicenow-incident object to the standard case.

Servicenow-Incident source field	Standard case target field
sys_id	Attributes_ServiceNowIncidentId
caller_id.link	Attributes_ServiceNowSystemUserId
incident_status	Status
caller_id.link	CreatedBy
resolved_at	ClosedDate
category	Reason

The Servicenow-incident customer data from the Servicenow object is associated with an Amazon Connect standard case using the indexes in the following table.

Standard Index Name	Servicenow source field
_serviceNowIncidentId	sys_id
_serviceNowSystemId	caller_id.link

For example, you can use _serviceNowIncidentId and _serviceNowSystemId as a ObjectFilter.KeyName with the ListProfileObjects API to find a standard case. You can find the Servicenow-incident objects associated with a specific profile by using the ListProfileObjects API with the ProfileId and ObjectTypeName set to Servicenow-incident.