Efficient buyer assist, undertaking administration, and data administration are vital points of offering environment friendly buyer relationship administration. ServiceNow is a platform for incident monitoring, data administration, and undertaking administration capabilities for software program initiatives and has develop into an indispensable a part of many organizations’ workflows to make sure success of the shopper and the product. Nonetheless, extracting worthwhile insights from the huge quantity of knowledge saved in ServiceNow usually requires handbook effort and constructing specialised tooling. Customers reminiscent of assist engineers, undertaking managers, and product managers want to have the ability to ask questions on an incident or a buyer, or get solutions from data articles with a view to present wonderful buyer assist. Organizations use ServiceNow to handle workflows, reminiscent of IT companies, ticketing methods, configuration administration, and infrastructure modifications throughout IT methods. Generative synthetic intelligence (AI) supplies the flexibility to take related info from an information supply reminiscent of ServiceNow and supply well-constructed solutions again to the consumer.
Constructing a generative AI-based conversational utility built-in with related information sources requires an enterprise to take a position time, cash, and folks. First, you might want to construct connectors to the info sources. Subsequent, you might want to index this information to make it obtainable for a Retrieval Augmented Era (RAG) method, the place related passages are delivered with excessive accuracy to a big language mannequin (LLM). To do that, you might want to choose an index that gives the capabilities to index the content material for semantic and vector search, construct the infrastructure to retrieve and rank the solutions, and construct a feature-rich net utility. Moreover, you might want to rent and workers a big group to construct, preserve, and handle such a system.
Amazon Q Enterprise is a totally managed generative AI-powered assistant that may reply questions, present summaries, generate content material, and securely full duties based mostly on information and data in your enterprise methods. Amazon Q Enterprise will help you get quick, related solutions to urgent questions, resolve issues, generate content material, and take motion utilizing the info and experience present in your organization’s info repositories, code, and enterprise methods (reminiscent of ServiceNow, amongst others). Amazon Q supplies out-of-the-box native information supply connectors that may index content material right into a built-in retriever and makes use of an LLM to supply correct, well-written solutions. A knowledge supply connector is a part of Amazon Q that helps combine and synchronize information from a number of repositories into one index.
Amazon Q Enterprise gives a number of prebuilt connectors to numerous information sources, together with ServiceNow, Atlassian Confluence, Amazon Easy Storage Service (Amazon S3), Microsoft SharePoint, Salesforce, and lots of extra, and helps you create your generative AI answer with minimal configuration. For a full record of Amazon Q enterprise supported information supply connectors, see Amazon Q Enterprise connectors.
You should utilize the Amazon Q Enterprise ServiceNow On-line information supply connector to hook up with the ServiceNow On-line platform and index ServiceNow entities reminiscent of data articles, Service Catalogs, and incident entries, together with the metadata and doc entry management lists (ACLs).
This publish exhibits learn how to configure the Amazon Q ServiceNow connector to index your ServiceNow platform and make the most of generative AI searches in Amazon Q. We use an instance of an illustrative ServiceNow platform to debate technical subjects associated to AWS companies.
Discover correct solutions from content material in ServiceNow utilizing Amazon Q Enterprise
After you combine Amazon Q Enterprise with ServiceNow, you may ask questions from the outline of the doc, reminiscent of:
- How do I troubleshoot an invalid IP configuration on a community router? – This might be derived from an inside data article on that subject
- Which kind do I exploit to request a brand new e-mail account? – This might be derived from an inside Service Catalog entry
- Is there a earlier incident on the subject of resetting cloud root consumer password? – This might be derived from an inside incident entry
Overview of the ServiceNow connector
A information supply connector is a mechanism for integrating and synchronizing information from a number of repositories into one container index. Amazon Q Enterprise gives a number of information supply connectors that may hook up with your information sources and assist you create your generative AI answer with minimal configuration.
To crawl and index contents in ServiceNow, we configure Amazon Q Enterprise ServiceNow connector as an information supply in your Amazon Q enterprise utility.
While you join Amazon Q Enterprise to a knowledge supply and provoke the info synchronization course of, Amazon Q Enterprise crawls and provides paperwork from the info supply to its index.
Sorts of paperwork
Let’s take a look at what are thought of as paperwork within the context of Amazon Q Enterprise ServiceNow connector.
The Amazon Q Enterprise ServiceNow connector helps crawling of the next entities in ServiceNow:
- Information articles – Every article is taken into account a single doc
- Information article attachments – Every attachment is taken into account a single doc
- Service Catalog – Every catalog merchandise is taken into account a single doc
- Service Catalog attachments – Every catalog attachment is taken into account a single doc
- Incidents – Every incident is taken into account a single doc
- Incident attachments – Every incident attachment is taken into account a single doc
Though not all metadata is obtainable on the time of writing, you may as well configure subject mappings. Discipline mappings help you map ServiceNow subject names to Amazon Q index subject names. This consists of each default subject mappings created mechanically by Amazon Q, in addition to customized subject mappings that you could create and edit. Confer with ServiceNow information supply connector subject mappings documentation for extra info.
Authentication
The Amazon Q Enterprise ServiceNow connector assist two sorts of authentication strategies:
- Primary authentication – ServiceNow host URL, consumer title, and password
- OAuth 2.0 authentication with Useful resource Proprietor Password Circulate – ServiceNow host URL, consumer title, password, consumer ID, and consumer secret
Supported ServiceNow variations
ServiceNow normally names platform variations after cities for the added comfort of simply differentiating between variations and related options. On the time of writing, the next variations are natively supported within the Amazon Q Enterprise ServiceNow connector:
- San Diego
- Tokyo
- Rome
- Vancouver
- Others
ACL crawling
To take care of a safe setting, Amazon Q Enterprise now requires ACL and identification crawling for all linked information sources. When making ready to attach Amazon Q Enterprise functions to AWS IAM Identification Middle, you might want to allow ACL indexing and identification crawling and re-synchronize your connector.
Amazon Q Enterprise enforces information safety by supporting the crawling of ACLs and identification info from linked information sources. Indexing paperwork with ACLs is essential for sustaining information safety, as a result of paperwork with out ACLs are thought of public.
If you might want to index paperwork with out ACLs, ensure they’re explicitly marked as public in your information supply. When connecting a ServiceNow information supply, Amazon Q Enterprise crawls ACL info, together with consumer and group info, out of your ServiceNow occasion. With ACL crawling, you may filter chat responses based mostly on the end-user’s doc entry stage, ensuring customers solely see info they’re licensed to entry.
In ServiceNow, consumer IDs are mapped from consumer emails and exist on information with set entry permissions. This mapping permits Amazon Q Enterprise to successfully implement entry controls based mostly on the consumer’s identification and permissions inside the ServiceNow setting.
Confer with How Amazon Q Enterprise connector crawls ServiceNow ACLs for extra info.
Overview of answer
Amazon Q is a generative-AI powered assistant that helps prospects reply questions, present summaries, generate content material, and full duties based mostly on information of their firm repository. It additionally exists as a studying instrument for AWS customers who need to ask questions on companies and finest practices within the cloud. You should utilize the Amazon Q connector for ServiceNow on-line to crawl your ServiceNow area and index service tickets, guides, and group posts to find solutions to your questions quicker.
Amazon Q understands and respects your current identities, roles, and permissions and makes use of this info to personalize its interactions. If a consumer doesn’t have permission to entry information with out Amazon Q, they will’t entry it utilizing Amazon Q both. The next desk outlines which paperwork every consumer is allowed to entry for our use case. For a whole record of ServiceNow roles, confer with documentation. The paperwork getting used on this instance are a subset of AWS public paperwork from re:Put up pre-loaded into ServiceNow with entry restriction.
| # | First Identify | Final Identify | Doc sort licensed for entry | ServiceNow Roles |
| 1 | John | Stiles | Information Articles, Service Catalog and Incidents | data, catalog, incident_manager |
| 2 | Mary | Main | Information Articles and Service Catalog | data, catalog |
| 3 | Mateo | Jackson | Incidents | incident_manager |
On this publish, we present learn how to use the Amazon Q Enterprise ServiceNow connector to index information out of your ServiceNow platform for clever search.
Conditions
For this walkthrough, it’s best to have the next conditions:
Configure your ServiceNow connection
In your ServiceNow platform, full the next steps to create an OAuth2 secret that might be consumed out of your Amazon Q utility:
- In ServiceNow, on the All menu, develop System OAuth and select Software Registry.
- Select New.
- Select Create an OAuth API endpoint for exterior purchasers.
- For Identify, enter a singular title.
- Fill out the remaining parameters in line with your necessities and select Submit.
Notice down the consumer ID and consumer secret to make use of in later steps.
Create an Amazon Q Enterprise utility
Full the next steps to create an Amazon Q Enterprise utility:
- On the Amazon Q console, select Getting began within the navigation pane.
- Below Amazon Q Enterprise Professional, select Q Enterprise to subscribe.
- On the Amazon Q Enterprise console, select Get began.
- On the Functions web page, select Create utility.
- On the Create utility web page, present your utility particulars.
- Select Create.
Ensure the Amazon Q Enterprise utility is linked to IAM Identification Middle. For extra info, see Establishing Amazon Q Enterprise with IAM Identification Middle as identification supplier.
- On the Choose retriever web page, choose Use native retriever to your retriever and choose Starter for the index provisioning sort.
- Select Subsequent.
- On the Join information sources web page, select Subsequent with out connecting to any information supply (we try this within the subsequent part).
- On the Add teams and customers web page, select Add teams and customers.
- Add any teams and customers to entry the applying.
For extra particulars, confer with Including customers and subscriptions to an Amazon Q Enterprise utility.
- Select Create utility.
Configure the info supply utilizing the Amazon Q ServiceNow On-line connector
Now let’s configure the ServiceNow On-line information supply connector with the Amazon Q utility that we created within the earlier part.
- On the Amazon Q console, navigate to the Functions web page and select the applying you simply created.
- Within the Knowledge sources part, select Add information supply.
- Seek for and select the ServiceNow On-line connector.
- Present the title, ServiceNow host, and model info.
In case your ServiceNow model isn’t on the dropdown menu, select Others.
- Select Create and add new secret to create a brand new secret to attach with the ServiceNow platform account.
- Present the connection info based mostly on the OAuth2 endpoint created in ServiceNow beforehand, then select Save.
- Go away the defaults for the VPC and Identification crawler
- For IAM function, select Create a brand new service function (Advisable) and hold the default function title.
- Select entities that you just need to deliver over from ServiceNow.
This instance exhibits data articles, Service Catalog gadgets, and incidents. The Filter question choice helps curate the record of things that you just need to deliver into Amazon Q. While you use a question, you may specify a number of data bases, together with personal data bases. For extra particulars on learn how to construct ServiceNow filters, confer with Filters. For extra question constructing sources, see Specifying paperwork to index with a question.
- For Sync mode, choose Full sync.
- For Sync run schedule, select Run on demand.
- Go away the remaining choices as default and select Add information supply.
- When the info supply standing exhibits as Energetic, provoke information synchronization by selecting Sync now.
Wait till the synchronization standing modifications to Accomplished earlier than persevering with to the subsequent steps.
For details about widespread points encountered and associated troubleshooting steps, confer with Troubleshooting information supply connectors.
Run queries with the Amazon Q net expertise
Now that the info synchronization is full, you can begin exploring insights from Amazon Q. You could have three customers for testing— John with admin entry, Mary with entry to data articles and repair catalog, and Mateo with entry solely to incidents. Within the following steps, you’ll check in as every consumer and ask varied inquiries to see what responses Amazon Q supplies based mostly on the permitted doc sorts for his or her respective teams. Additionally, you will take a look at edge circumstances the place customers attempt to entry info from restricted sources to validate the entry management performance.
- On the main points web page of the brand new Amazon Q utility, navigate to the Net expertise settings tab and select the hyperlink beneath Deployed URL. This can open a brand new tab with a preview of the UI and choices to customise in line with your wants.
- Log in to the applying as John Stiles first, utilizing the credentials for the consumer that you just added to the Amazon Q utility.
- After the login is profitable, select the applying that you just simply created.
- From there, you’ll be redirected to the Amazon Q assistant UI, the place you can begin asking questions utilizing pure language and get insights out of your ServiceNow platform.
- Let’s run some queries to see how Amazon Q can reply questions associated to synchronized information. John has entry to all ServiceNow doc sorts. When requested “How do I improve my EKS cluster to the newest model”, Amazon Q will present a abstract pulling info from the associated data article, highlighting the sources on the finish of every excerpt.
- Nonetheless logged in as John, when requested “What’s Amazon QLDB?”, Amazon Q will present a abstract pulling info from the associated ServiceNow incident.
- Signal out as consumer John. Begin a brand new incognito browser session or use a unique browser. Copy the online expertise URL and check in as consumer Mary. Repeat these steps every time you might want to check in as a unique consumer. Mary solely has entry to data articles and repair catalog with no incident entry. When requested “How do I carry out vector search with Amazon Redshift”, Amazon Q will present a abstract pulling info from the associated data article, highlighting the supply.
- Nonetheless, when requested “What’s Amazon QLDB?”, Amazon Q responds that it couldn’t discover related info. This as a result of Mary doesn’t have entry to ServiceNow incidents which is the one place the place the reply to that query will be discovered.
- Signal out as consumer Mary. Begin a brand new incognito browser session or use a unique browser. Copy the online expertise URL and check in as consumer Mateo. Mateo solely has entry to incidents with no data article or service catalog entry. When requested “What’s Amazon QLDB?”, Amazon Q will present a abstract pulling info from the associated incident, highlighting the supply.
- Nonetheless, when requested “How do I carry out vector search with Amazon Redshift?”, Amazon Q responds that it couldn’t discover related info. This as a result of Mateo doesn’t have entry to ServiceNow data article which is the one place the place the reply to this query will be discovered.
Check out the assistant with extra queries, reminiscent of:
- How do you arrange new blackberry machine?
- How do I arrange S3 object replication?
- How do I resolve empty log points in CloudWatch?
- How do I troubleshoot 403 Entry Denied errors from Amazon S3?
Continuously requested questions
On this part, we offer steering to ceaselessly requested questions.
Amazon Q Enterprise is unable to reply your questions
When you get the response “Sorry, I couldn’t discover related info to finish your request,” this can be due to some causes:
- No permissions – ACLs utilized to your account don’t help you question sure information sources. If that is so, attain out to your utility administrator to ensure your ACLs are configured to entry the info sources.
- Electronic mail ID doesn’t match consumer ID – In uncommon situations, a consumer might have a unique e-mail ID related to Amazon Q in IAM Identification Middle than what’s related within the ServiceNow consumer profile. In such circumstances, ensure the Amazon Q consumer profile is up to date to acknowledge the ServiceNow e-mail ID by way of the update-user command within the AWS Command Line Interface (AWS CLI) or the associated API name.
- Knowledge connector sync failed – Your information connector might have did not sync info from the supply to the Amazon Q Enterprise utility. Confirm the info connector’s sync run schedule and sync historical past to substantiate the sync is profitable.
- Empty or personal ServiceNow initiatives – Non-public or empty initiatives aren’t crawled throughout the sync run.
If none of those causes apply to your use case, open a assist case and work along with your technical account supervisor to get this resolved.
How one can generate responses from authoritative information sources
If you need Amazon Q Enterprise to solely generate responses from authoritative information sources, you may configure this utilizing the Amazon Q Enterprise utility international controls beneath Admin controls and guardrails.
- Log in to the Amazon Q Enterprise console as an Amazon Q Enterprise utility administrator.
- Navigate to the applying and select Admin controls and guardrails within the navigation pane.
- Select Edit within the World controls part to set these choices.
For extra info, confer with Admin controls and guardrails in Amazon Q Enterprise.
Amazon Q Enterprise responds utilizing previous (stale) information despite the fact that your information supply is up to date
Every Amazon Q Enterprise information connector will be configured with a singular sync run schedule frequency. Verifying the sync standing and sync schedule frequency to your information connector reveals when the final sync ran efficiently. It might be that your information connector’s sync run schedule is both set to sync at a scheduled time of day, week, or month. If it’s set to run on demand, the sync needs to be manually invoked. When the sync run is full, confirm the sync historical past to ensure the run has efficiently synced all new points. Confer with Sync run schedule for extra details about every choice.
Clear up
To keep away from incurring future fees, clear up any sources created as a part of this answer. Delete the Amazon Q ServiceNow On-line connector information supply, OAuth API endpoint created in ServiceNow, and the Q Enterprise utility. Additionally, delete the consumer administration setup in IAM Identification Middle.
Conclusion
On this publish, we mentioned learn how to configure the Amazon Q ServiceNow On-line connector to crawl and index service tickets, group posts, and data guides. We confirmed how generative AI-based search in Amazon Q allows your online business leaders and brokers to find insights out of your ServiceNow content material faster. That is all obtainable by way of a user-friendly interface with Amazon Q Enterprise doing the undifferentiated heavy lifting.
To be taught extra in regards to the Amazon Q Enterprise connector for ServiceNow On-line, confer with Connecting ServiceNow On-line to Amazon Q Enterprise.
In regards to the Authors
Prabhakar Chandrasekaran is a Senior Technical Account Supervisor with AWS Enterprise Help. Prabhakar enjoys serving to prospects construct cutting-edge AI/ML options on the cloud. He additionally works with enterprise prospects offering proactive steering and operational help, serving to them enhance the worth of their options when utilizing AWS. Prabhakar holds six AWS and 7 different skilled certifications. With over 20 years {of professional} expertise, Prabhakar was an information engineer and a program chief within the monetary companies house previous to becoming a member of AWS.
Lakshmi Dogiparti is a is a Software program Growth Engineer at Amazon Net Providers. She works on the Amazon Q and Amazon Kendra connector design, growth, integration and take a look at operations.
Vijai Gandikota is a Principal Product Supervisor within the Amazon Q and Amazon Kendra group of Amazon Net Providers. He’s liable for the Amazon Q and Amazon Kendra connectors, ingestion, safety, and different points of the Amazon Q and Amazon Kendra companies.
