Configuring ServiceNow - AWS Service Management Connector

Configuring ServiceNow

This section provides the configurations you need to integrate AWS Service Catalog in ServiceNow.

Configuring the AWS Service Catalog product widget components and assignment group for closed change records

To address the varying personas of end users requesting AWS products, the Connector for ServiceNow includes a scoped app setting to enable or disable components of the AWS product widget. By default, all AWS product components are active.

To modify the AWS product view

  1. In the navigator, enter System Properties and select AWS Service Catalog.

    Note

    Make sure you are in the AWS Service Management Connector scoped application mode.

  2. Deselect any AWS product component to enable:

    • Editing of the AWS Service Catalog product name.

    • Selection of launch options for AWS Service Catalog Products. (This component is only visible if the AWS product has more than one launch path.)

    • Selection of product versions for AWS Service Catalog. (This component is only visible if the AWS product has more than one product version.)

    • Tags for AWS Service Catalog products.

    • Plans (ChangeSet) creation for product. (If set to false the plan section is not visible.)

  3. Choose Save.

The AWS Service Catalog system properties also include a section that identifies an assignment group. This group associates with closed change records from post provision actions of products (such as terminate, update, or self-service actions).

To associate the assignment group for change records from AWS Service Catalog post provision actions

  1. In the navigator, enter System Properties and choose AWS Service Catalog. Make sure you are in the AWS Service Management Connector scoped application mode.

  2. Choose the section Set the ‘assignment group’ sys_id or name that the connector will use when creating change requests.

  3. Enter the assignment group sys_id.

    If you need to find the group sys_id, enter System Security in the left navigator.

  4. Choose Groups module.

  5. Search for the Group name.

  6. Choose the group that you want to associate to close changed records and choose Copy sys_id. You are now able to paste the copied sys_id into the AWS Service Catalog Properties for the Connector under Set the ‘assignment group’ sys_id or name that the connector will use when creating change requests.

    If the sys_id is blank, the change record sends a message that no assignment group exists for the record, which causes change requests created from the Connector to be in an open state.

Granting access to AWS Service Catalog portfolios

This release of the Connector does not require you to link AWS identities to ServiceNow roles. To grant access to AWS Service Catalog products in ServiceNow, you must establish a link between the AWS Service Catalog portfolios and the ServiceNow group (for example, Order_AWS_Products from an earlier installation example).

To grant access to AWS Service Catalog portfolios in ServiceNow

  1. In the AWS Service Management scoped app, choose AWS Service Catalog, then the Portfolios module.

  2. Choose the desired Portfolio ARN. You can double-click the AWS Service Catalog portfolio name.

  3. Choose the Allowed Groups tab.

  4. Choose New and enter the Group named Order_AWS_Products.

  5. Choose Submit.

Configuring AWS Tags for provisioned products

The AWS Service Management Connector enables ServiceNow administrators to add tags (metadata) to provisioned products globally across the scoped app or granularly at the portfolio level. These tags are not visible to end users.

Three tag types are available in this release:

  • Generic tags in which the administrator can enter the key and value.

  • ServiceNow Request Item tags in which the admin can enter the syntax for Key and Value in the table below.

  • ServiceNow table(s) values that end users can select as tags for provisioned AWS resources. This release now enables administrators to identify any ServiceNow tables, such as Cost center or Department, and makes values from that table selectable for end users.

    Note

    Generic tags (from administrators) and ServiceNow Request Item tags are not viewable by end users.

    Key Value
    Requested Item Number ${REQUEST_NUMBER}
    User ${USERNAME}
    Requested for ${REQUESTED_FOR}
    Opened by ${OPENED_BY}

To add generic AWS tags to AWS Service Catalog provisioned products in ServiceNow

  1. In the AWS Service Management scoped app, choose Setup, then the Automated Tags module.

  2. Choose New.

  3. For Global tags, enter the Key and Value entries and choose Submit.

  4. For Portfolio tags, deselect Global check. The Portfolio field appears.

    Choose the AWS Service Catalog portfolio, enter the Key and Value entries, and choose Submit.

To add in-scope ServiceNow request item AWS tags to AWS Service Catalog provisioned products derived from ServiceNow

  1. In the AWS Service Management scoped app, choose Setup, then the Automated Tags module.

  2. Choose New.

  3. For Global tags, enter the specific Key and Value entries for either User or Request Item Number, and choose Submit.

  4. For Portfolio tags, deselect Global check. The Portfolio field appears. Select the AWS Service Catalog portfolio, enter the Key and Value entries, and choose Submit.

To add tags to AWS provisioned products from ServiceNow tables and fields that are selectable by end users

  1. In the AWS Service Management scoped app, choose Setup, then the Automated Tags module.

  2. Choose New.

  3. Choose Selectable by End User.

  4. Choose a table from the dropdown list: Table Name.

  5. Choose a field from the dropdown list: Table Field.

  6. [Optional] Add a filter for the table selected using the Table Filter field.

  7. For Global tags, enter the Key and Value entries and choose Submit.

  8. For Portfolio tags, deselect Global check. The Portfolio field appears.

    Select the AWS Service Catalog portfolio, enter the Key and Value entries, and choose Submit.

    The ServiceNow table and field value appear on the AWS Product (ServiceNow catalog item). It is a required value prior to ordering. After product provisioning, you can see in the AWS console that these tags associate with the resource.

Adding the My AWS Products widget to the Service Portal view

We recommend ServiceNow administrators add the My AWS Products widget to the ServiceNow Portal view. The widget enables users to view their AWS product requests, view outputs, and perform post-operational actions such as update, terminate, and service actions (AWS Systems Manager documents).

To include the My AWS Products widget on the Service Portal view

  1. Log in as system administrator in the ServiceNow standard user interface (Fulfiller view).

  2. In the navigator panel, find Service Portal.

  3. Choose Service Portal Configuration.

  4. Choose Designer.

  5. Search for Service Portal in the filter.

  6. Choose the Service Portal box with a house image and the word Index in the lower right corner.

  7. In the left panel in Widgets, enter My AWS Products in the Filter Widget.

  8. Drag the widget to the Service Portal edit view to your desired location.

  9. Preview your changes.

To include the Search AWS Products widget on the Service Portal view

  1. Log in as system administrator in the ServiceNow standard user interface (Fulfiller view).

  2. In the navigator panel, find Service Portal.

  3. Choose Service Portal Configuration.

  4. Choose Designer.

  5. Search for Service Portal in the filter.

  6. Choose the Service Portal box with a house image and the word Index in the lower right corner.

  7. In the left panel in Widgets, enter AWS Custom Product Search in the Filter Widget.

  8. Drag the widget to the Service Portal edit view to your desired location.

  9. Preview your changes.

Note

Ensure that the end user has x_126749_aws_sc.productsearchaccess to view and use the widget.

Viewing budgets related to AWS Service Catalog portfolios and products

ServiceNow administrators can view budgets and actual costs related to AWS Service Catalog portfolios and products in the ServiceNow standard user interface.

To view portfolio budgets

  1. Log in as system administrator.

  2. In the navigator panel, search for AWS Service Catalog.

  3. Choose the Portfolios module.

  4. Choose the AWS Service Catalog portfolio that contains an associated budget.

  5. Choose the Budget tab.

To view product budgets

  1. Log in as system administrator.

  2. In the navigator panel, search for AWS Service Catalog.

  3. Choose the Products module.

  4. Choose the AWS Service Catalog product that contains an associated budget.

  5. Choose the Budget tab.