- [Instructor] In this video, you'll see how you can enable
AMS Accelerate Support with ServiceNow.
With the AWS Service Management Connector for ServiceNow,
you can leverage the ServiceNow incident management process
throughout the AWS support ticket lifecycle,
and synchronize case-related communication
between the two services.
This is our ServiceNow account,
which is already configured
with the AWS Service Management Connector.
To get started,
let's navigate to the AWS Service Management Connector
and locate our AWS accounts.
Here are the AWS accounts
we have already configured for this ServiceNow instance.
Let's look at AWS Managed Services integration.
These are the required configurations.
Notice that we have selected Integrate with AWS Support.
This setting allows us to seamlessly open support instances
with AWS Managed Services from ServiceNow.
To see how this works,
let's go to AWS Support within ServiceNow
and record a new incident.
We'll need to fill in the required fields,
beginning with the subject line.
Let's also provide a brief description of the issue.
For AWS Account,
we'll select AWS-AMS Managed Services Integration.
For AWS Service,
we'll select AMS Operations - Report Incident.
And for AWS Category,
we'll select Service-related issue.
For Caller, we'll select our job title.
Finally, we'll save the form
to create the incident in ServiceNow.
Once submitted,
the incident is automatically assigned an AWS case ID.
Let's reload the form so we can see it.
Now let's visit the AWS Managed Services Console
to see whether the incident appears there.
The incident we just submitted in ServiceNow
appears on our AWS Managed Services Dashboard.
Let's view the support case that was generated for it.
Here are the details we entered.
As you can see, the case status is unassigned.
From this page, we can correspond with ServiceNow.
Let's reply to the initial message about the issue.
We can respond through the web, by chat, or by phone.
We can also attach files.
We'll use the web option
to submit the correspondence directly to ServiceNow.
Let's return to ServiceNow
to check that the message has been received.
First, we'll sync the incident with AWS.
Let's access the incident's notes.
As you can see, the comment submitted through AWS Support
now appears in the ServiceNow incident record.
We also have the option
to send file attachments between the services.
Let's choose a file to upload.
The attachment uploaded successfully.
Now let's return to the AWS Support Center
and look for the uploaded file in the correspondence record.
Let's refresh the page.
The attachment uploaded successfully.
After the issue has been worked on,
we can resolve the incident in ServiceNow.
We'll need to fill in some required fields
on the Resolution Information tab.
We'll select the applicable resolution code
and enter a note.
Now we'll resolve the incident.
The incident now appears as resolved in ServiceNow.
The form indicates
that the AWS case status is resolved as well.
Let's see how the resolution appears
in the AWS Support Center.
We'll refresh the page.
We can see here that the case status is resolved.
Let's also check for open incidents in AWS Managed Services.
The dashboard shows no open incidents.
You've just seen how you can enable
AMS Accelerate Support with ServiceNow
with the AWS Service Management Connector for ServiceNow.
You can learn more about this topic
in the description and links for this video.
Thanks for watching.
Now it's your turn to try.