Validating AWS Systems Manager Incident Manager integration

This section describes how to validate AWS Systems Manager Incident Manager integration in ServiceNow.

To view Incident Manager incidents

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 AWS Systems Manager Incident Manager.

4. Choose Incidents to show a list of all synced Incidents.

To view Incident Manager incident details

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 AWS Systems Manager Incident Manager.

4. Choose Incidents to show a list of all synced Incidents.

5. To open the record, choose the Number field of an Incident.

6. Open the AWS Systems Manager Incident Manager tab to display details of the IM Incident.

7. To open the Incident Manager incident on the AWS Incident Management console, choose the AWS Incident URL.

To resolve an Incident Manager incident

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 AWS Systems Manager Incident Manager.

4. Choose Incidents to show a list of all synced Incidents.

5. To open the record, choose the Number field of an Incident

6. In the Resolution Information tab, complete Resolution Code and Resolution Notes.

7. Choose Resolve.

To view AWS Systems Manager Incident Manager Ops Items

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 AWS Systems Manager Incident Manager.

4. Choose Incidents to show a list of all synced Incidents.

5. To open the record, choose the Number field of an Incident.

6. Scroll to the bottom of the Incident form and use the AWS OpsItems related list to see associated OpsItems.

Fields mapped from Incident Manager incident to ServiceNow Incident records

This table shows how AWS Incident Manager Incidents map to ServiceNow Incidents.

AWS Incident Manager incident	ServiceNow Incident
Title	short_description
Summary	description
Incident ARN	x_126749_aws_sc_awsincidentarn
AWS Account	x_126749_aws_sc_awsaccount
AWS Region	x_126749_aws_sc_awsregion
Status	x_126749_aws_sc_awsstatus
Start time	x_126749_aws_sc_awscreationtime
Resolved time	x_126749_aws_sc_awsresolvetime
Updated time	x_126749_aws_sc_awslastupdatedtime
Incident Sync time	x_126749_aws_sc_awslastsynctime
AWS incident URL	x_126749_aws_sc_awsincidenturl
Impact	impact

Incident Status is an integer in ServiceNow. We map Incident Manager incident status values to ServiceNow status values.

Incident Manager Incident Status	ServiceNow Incident Status
Open	New
Resolved	Resolved
Resolved	Cancelled

Priority - In ServiceNow Incident, you can’t set the Priority field directly. The values of the Impact and Urgency fields calculate the Priority field. When synchronizing from AWS, we set the default priorities as below:

Incident Manager Incident	ServiceNow Incident
	Impact	Urgency	Priority (Calculated)
Critical	High	High	Critical (1)
High	High	High	Critical (1)
Medium	Medium	High	High (2)
Low	Low	High	Moderate (3)
No Impact	Low	High	Moderate (3)