End of support notice: On March 31, 2027, AWS will end support for AWS Service Management Connector. After March 31, 2027, you will no longer be able to access the AWS Service Management Connector console or AWS Service Management Connector resources. For more information, see [AWS Service Management Connector end of support](https://docs.aws.amazon.com/smc/latest/ag/smc-end-of-support.html).
# AWS Systems Manager Incident Manager in ServiceNow
To allow the Connector to synchronize Incidents from AWS Systems Manager Incident Manager for a specific Region, you must enable Incident Manager in that account and Region.
For more information, see [What is AWS Systems Manager Incident Manager](https://docs.aws.amazon.com/incident-manager/latest/userguide/what-is-incident-manager.html).
# Configuring ServiceNow for integration with AWS Systems Manager Incident Manager
This section shows you how to integrate AWS Systems Manager Incident Manager in ServiceNow.
**To configure the AWS Systems Manager Incident Manager integration system properties**
1. In the navigator, enter **AWS Service Management Connector**.
1. Choose **System Properties**, then **AWS Systems Manager Incident Manager.**
1. Review the available settings and recommendations in the table below.
| Available settings | Description |
| --- | --- |
| Assignment Group value (SYS\$1ID) to use when creating ServiceNow Incidents from AWS Systems Manager Incident Manager synchronization | sys\$1id of the assignment group that the Connector uses when synching Incidents from AWS Systems Manager Incident Manager Default value: |
| Synchronization of the resolved status | Bidirectional. Sync Resolve status of the incident from AWS to ServiceNow and ServiceNow to AWS Unidirectional: AWS to ServiceNow. Sync Resolve status of the incident only from AWS to ServiceNow Unidirectional: ServiceNow to AWS. Sync Resolve status of the incident only from ServiceNow to AWS None. Resolve status are not synched Default value: Bidirectional |
# 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).
1. In the navigator, enter **AWS Service Management**.
1. Choose** AWS Systems Manager Incident Manager**.
1. 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).
1. In the navigator, enter **AWS Service Management** .
1. Choose **AWS Systems Manager Incident Manager**.
1. Choose **Incidents** to show a list of all synced Incidents.
1. To open the record, choose the **Number** field of an Incident.
1. Open the AWS Systems Manager Incident Manager tab to display details of the IM Incident.
1. 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).
1. In the navigator, enter **AWS Service Management**.
1. Choose **AWS Systems Manager Incident Manager**.
1. Choose **Incidents** to show a list of all synced Incidents.
1. To open the record, choose the **Number **field of an Incident
1. In the **Resolution Information** tab, complete **Resolution Code and Resolution Notes**.
1. 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).
1. In the navigator, enter **AWS Service Management**.
1. Choose **AWS Systems Manager Incident Manager**.
1. Choose **Incidents** to show a list of all synced Incidents.
1. To open the record, choose the **Number** field of an Incident.
1. 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\$1description |
| Summary | description |
| Incident ARN | x\$1126749\$1aws\$1sc\$1awsincidentarn |
| AWS Account | x\$1126749\$1aws\$1sc\$1awsaccount |
| AWS Region | x\$1126749\$1aws\$1sc\$1awsregion |
| Status | x\$1126749\$1aws\$1sc\$1awsstatus |
| Start time | x\$1126749\$1aws\$1sc\$1awscreationtime |
| Resolved time | x\$1126749\$1aws\$1sc\$1awsresolvetime |
| Updated time | x\$1126749\$1aws\$1sc\$1awslastupdatedtime |
| Incident Sync time | x\$1126749\$1aws\$1sc\$1awslastsynctime |
| AWS incident URL | x\$1126749\$1aws\$1sc\$1awsincidenturl |
| 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) |