Mapping ServiceNow objects to the standard case - Amazon Connect

Mapping ServiceNow objects to the standard case

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.ServiceNowUserId

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.