Configuring ServiceNow

This section shows you how to integrate AWS Support in ServiceNow.

To configure the AWS Support integration System Properties

1. In the navigator, enter AWS Service Management.

2. Choose System Properties, then AWS Support.

3. Set the system property, as required.

Available settings	Description
Interval, in minutes, between the execution of full synchronization	Default: 1440 min
SQS Name created by the AWS CloudFormation stack. The same name must be used for all accounts	Default: AwsServiceManagementConnectorForSupportQueue
(Advanced mode) Enable an intermediate table (SMC Support Case table) to synchronize data to and from AWS Support. Use caution; enabling an intermediate table replaces the default Incident table.	Default: False

(optional) Enabling Advanced Mode for AWS Support integration

AWS Service Management Connector allows you to enable an intermediate table for the creation of AWS Support Cases. This allows you to add custom logic using ServiceNow business rules and workflows to align with your internal Incident or Case Management process.

For more information about enabling advanced mode, refer to the Advanced mode row in the above table.

After you create an AWS Support Case, the API only allows specific changes by an end user. The allowable changes for design considerations while using AWS Support integration are:

• Adding a correspondence to the case

• Resolving the case

• Reopening a case, which occurs if you add correspondence to a previously resolved support case