Contacting Service Management Connector specialist team

In AWS Service Management Connector, you can now directly contact the AWS SMC Specialist team through an AWS Support case directly from the Connector.

Note

You must have a Business or Enterprise plan and enable the AWS Support integration while setting up AWS Accounts in the Connector.

To create a support case with Connector team from ServiceNow

1. Log in to your ServiceNow instance as a user (for example, System Administrator) in the fulfiller view (standard user interface view).

2. In the navigator, enter AWS Service Management.

3. Choose Incidents under AWS Support to show a list of all synched support cases.

4. Choose New from the list header.

5. Complete the mandatory fields on the form.

   • Subject- Brief summary of the question or issue

   • Description – Detailed account of the question or issue

   • AWS Account – AWS account you selected as the support case

   • AWS Service – AWS Service related to the support case

   • AWS Category – Category of the case under the related service

   • Caller – ServiceNow field that identifies the creator of the support ticket

6. Choose Submit.

7. Choose the Incident you created from the list.

   The AWS Case Id and AWS Case Status display.

Note

Alternatively, you can create the support case from AWS Support console.

1. In the console, choose Technical Support.

2. Complete the required fields on the form:

   • Service – Service Catalog

   • Category – Service Management Connectors

   • Severity – General Guidance or System Impaired (based on your need)

   • Subject – Brief summary of the question or issue; include the name of the Connector you use.

   • Description – Detailed account of the question or issue.

3. In Contact Options, choose Web.

4. Choose Submit.

   An SMC specialist team member will reach out through the support case.