Default Mappings for ServiceNow incidents
AWS Support Center case fields will be e-bonded with and mapped to relevant ServiceNow incident fields in your Service Gateway for AWS integration.
The default field mappings among AWS Support Center cases and ServiceNow incidents are detailed below:
| AWS Support Center case field | ServiceNow incident field | Notes |
|---|---|---|
Type | Category | |
Category | Subcategory | You will need to request the AWS Category/Subcategory update set from Perspectium Support and commit this update set to your ServiceNow instance in order for the default AWS Support Center field values to be correctly mapped to ServiceNow Subcategory field values. |
Correspondence | Comments | |
Severity | Priority | ServiceNow critical Priority = AWS Support Center urgent Severity ServiceNow high Priority = AWS Support Center high Severity ServiceNow moderate Priority = AWS Support Center normal Severity ServiceNow low Priority = AWS Support Center low Severity |
Correspondence | Attachments | A maximum of 3 ServiceNow Attachments can be synced with AWS Support Center Correspondence each time a ServiceNow incident is created or updated |
Additional Contacts | Watch List | ServiceNow Watch List values must be in email address format to successfully sync with AWS Support Center Additional Contacts |
Subject | Short Description |
