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.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.