Derive generative AI-powered insights from ServiceNow with Amazon Q Enterprise

Efficient buyer assist, mission administration, and information administration are vital elements of offering environment friendly buyer relationship administration. ServiceNow is a platform for incident monitoring, information administration, and mission administration features for software program tasks and has change into an indispensable a part of many organizations’ workflows to make sure success of the client and the product. Nevertheless, extracting useful insights from the huge quantity of information saved in ServiceNow typically requires handbook effort and constructing specialised tooling. Customers reminiscent of assist engineers, mission managers, and product managers want to have the ability to ask questions on an incident or a buyer, or get solutions from information articles so as to present glorious buyer assist. Organizations use ServiceNow to handle workflows, reminiscent of IT companies, ticketing programs, configuration administration, and infrastructure adjustments throughout IT programs. Generative synthetic intelligence (AI) gives the power to take related data from a knowledge supply reminiscent of ServiceNow and supply well-constructed solutions again to the person.

Constructing a generative AI-based conversational utility built-in with related knowledge sources requires an enterprise to take a position time, cash, and folks. First, it’s worthwhile to construct connectors to the information sources. Subsequent, it’s worthwhile to index this knowledge to make it obtainable for a Retrieval Augmented Technology (RAG) strategy, the place related passages are delivered with excessive accuracy to a big language mannequin (LLM). To do that, it’s worthwhile 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 internet utility. Moreover, it’s worthwhile to rent and workers a big crew to construct, keep, and handle such a system.

Amazon Q Business is a completely managed generative AI-powered assistant that may reply questions, present summaries, generate content material, and securely full duties primarily based on knowledge and data in your enterprise programs. Amazon Q Enterprise may help you get quick, related solutions to urgent questions, resolve issues, generate content material, and take motion utilizing the information and experience present in your organization’s data repositories, code, and enterprise programs (reminiscent of ServiceNow, amongst others). Amazon Q gives out-of-the-box native knowledge supply connectors that may index content material right into a built-in retriever and makes use of an LLM to offer correct, well-written solutions. A knowledge supply connector is a element of Amazon Q that helps combine and synchronize knowledge from a number of repositories into one index.

Amazon Q Enterprise provides a number of prebuilt connectors to numerous knowledge sources, together with ServiceNow, Atlassian Confluence, Amazon Simple 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 checklist of Amazon Q enterprise supported knowledge supply connectors, see Amazon Q Business connectors.

You need to use the Amazon Q Enterprise ServiceNow On-line knowledge supply connector to connect with the ServiceNow On-line platform and index ServiceNow entities reminiscent of information articles, Service Catalogs, and incident entries, together with the metadata and doc entry management lists (ACLs).

This put up exhibits tips on how to configure the Amazon Q ServiceNow connector to index your ServiceNow platform and reap the benefits 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’ll be able to 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 information article on that matter
• Which kind do I take advantage of 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 person password? – This might be derived from an inside incident entry

Overview of the ServiceNow connector

A knowledge supply connector is a mechanism for integrating and synchronizing knowledge from a number of repositories into one container index. Amazon Q Enterprise provides a number of knowledge supply connectors that may hook up with your knowledge sources and aid you create your generative AI answer with minimal configuration.

To crawl and index contents in ServiceNow, we configure Amazon Q Enterprise ServiceNow connector as a knowledge supply in your Amazon Q enterprise utility.

While you join Amazon Q Enterprise to a knowledge supply and provoke the information synchronization course of, Amazon Q Enterprise crawls and provides paperwork from the information supply to its index.

Sorts of paperwork

Let’s take a look at what are thought-about as documents 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 accessible on the time of writing, you may as well configure area mappings. Discipline mappings will let you map ServiceNow area names to Amazon Q index area names. This consists of each default area mappings created mechanically by Amazon Q, in addition to customized area mappings that you would be able to create and edit. Discuss with ServiceNow data source connector field mappings documentation for extra data.

Authentication

The Amazon Q Enterprise ServiceNow connector assist two sorts of authentication strategies:

• Primary authentication – ServiceNow host URL, person title, and password
• OAuth 2.0 authentication with Useful resource Proprietor Password Circulate – ServiceNow host URL, person title, password, consumer ID, and consumer secret

Supported ServiceNow variations

ServiceNow often 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 keep up a safe atmosphere, Amazon Q Enterprise now requires ACL and identification crawling for all related knowledge sources. When making ready to attach Amazon Q Enterprise functions to AWS IAM Identity Center, it’s worthwhile to allow ACL indexing and identification crawling and re-synchronize your connector.

Amazon Q Enterprise enforces knowledge safety by supporting the crawling of ACLs and identification data from related knowledge sources. Indexing paperwork with ACLs is essential for sustaining knowledge safety, as a result of paperwork with out ACLs are thought-about public.

If it’s worthwhile to index paperwork with out ACLs, be certain they’re explicitly marked as public in your knowledge supply. When connecting a ServiceNow knowledge supply, Amazon Q Enterprise crawls ACL data, together with person and group data, out of your ServiceNow occasion. With ACL crawling, you’ll be able to filter chat responses primarily based on the end-user’s doc entry degree, ensuring customers solely see data they’re licensed to entry.

In ServiceNow, person IDs are mapped from person emails and exist on information with set entry permissions. This mapping permits Amazon Q Enterprise to successfully implement entry controls primarily based on the person’s identification and permissions inside the ServiceNow atmosphere.

Discuss with How Amazon Q Business connector crawls ServiceNow ACLs for extra data.

Overview of answer

Amazon Q is a generative-AI powered assistant that helps clients reply questions, present summaries, generate content material, and full duties primarily based on knowledge of their firm repository. It additionally exists as a studying software for AWS customers who wish to ask questions on companies and finest practices within the cloud. You need to use the Amazon Q connector for ServiceNow on-line to crawl your ServiceNow area and index service tickets, guides, and group posts to find solutions in your questions quicker.

Amazon Q understands and respects your present identities, roles, and permissions and makes use of this data to personalize its interactions. If a person doesn’t have permission to entry knowledge with out Amazon Q, they will’t entry it utilizing Amazon Q both. The next desk outlines which paperwork every person is permitted to entry for our use case. For a whole checklist of ServiceNow roles, consult with documentation. The paperwork getting used on this instance are a subset of AWS public paperwork from re:Post 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	information, catalog, incident_manager
2	Mary	Main	Information Articles and Service Catalog	information, catalog
3	Mateo	Jackson	Incidents	incident_manager

On this put up, we present tips on how to use the Amazon Q Enterprise ServiceNow connector to index knowledge out of your ServiceNow platform for clever search.

Conditions

For this walkthrough, you need 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:

1. In ServiceNow, on the All menu, increase System OAuth and select Software Registry.

2. Select New.

3. Select Create an OAuth API endpoint for exterior shoppers.

4. For Identify, enter a singular title.
5. Fill out the remaining parameters in keeping with your necessities and select Submit.

Be aware 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:

1. On the Amazon Q console, select Getting began within the navigation pane.
2. Beneath Amazon Q Enterprise Professional, select Q Enterprise to subscribe.

3. On the Amazon Q Enterprise console, select Get began.

4. On the Purposes web page, select Create utility.

5. On the Create utility web page, present your utility particulars.
6. Select Create.

Be certain the Amazon Q Enterprise utility is related to IAM Id Middle. For extra data, see Setting up Amazon Q Business with IAM Identity Center as identity provider.

7. On the Choose retriever web page, choose Use native retriever in your retriever and choose Starter for the index provisioning sort.
8. Select Subsequent.

9. On the Join knowledge sources web page, select Subsequent with out connecting to any knowledge supply (we try this within the subsequent part).

10. On the Add teams and customers web page, select Add teams and customers.

11. Add any teams and customers to entry the applying.

For extra particulars, consult with Adding users and subscriptions to an Amazon Q Business application.

12. Select Create utility.

Configure the information supply utilizing the Amazon Q ServiceNow On-line connector

Now let’s configure the ServiceNow On-line knowledge supply connector with the Amazon Q utility that we created within the earlier part.

1. On the Amazon Q console, navigate to the Purposes web page and select the applying you simply created.

2. Within the Knowledge sources part, select Add knowledge supply.

3. Seek for and select the ServiceNow On-line connector.

4. Present the title, ServiceNow host, and model data.

In case your ServiceNow model isn’t on the dropdown menu, select Others.

5. Select Create and add new secret to create a brand new secret to attach with the ServiceNow platform account.

6. Present the connection data primarily based on the OAuth2 endpoint created in ServiceNow beforehand, then select Save.

7. Depart the defaults for the VPC and Id crawler
8. For IAM position, select Create a brand new service position (Beneficial) and preserve the default position title.

9. Select entities that you just wish to carry over from ServiceNow.

This instance exhibits information articles, Service Catalog objects, and incidents. The Filter question possibility helps curate the checklist of things that you just wish to carry into Amazon Q. While you use a question, you’ll be able to specify a number of information bases, together with non-public information bases. For extra particulars on tips on how to construct ServiceNow filters, consult with Filters. For extra question constructing assets, see Specifying documents to index with a query.

10. For Sync mode, choose Full sync.
11. For Sync run schedule, select Run on demand.

12. Depart the remaining choices as default and select Add knowledge supply.

13. When the information supply standing exhibits as Lively, provoke knowledge synchronization by selecting Sync now.

Wait till the synchronization standing adjustments to Accomplished earlier than persevering with to the subsequent steps.

For details about frequent points encountered and associated troubleshooting steps, consult with Troubleshooting data source connectors.

Run queries with the Amazon Q internet expertise

Now that the information synchronization is full, you can begin exploring insights from Amazon Q. You may have three customers for testing— John with admin entry, Mary with entry to information articles and repair catalog, and Mateo with entry solely to incidents. Within the following steps, you’ll sign up as every person and ask numerous inquiries to see what responses Amazon Q gives primarily based 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 data from restricted sources to validate the entry management performance.

1. On the small print web page of the brand new Amazon Q utility, navigate to the Internet expertise settings tab and select the hyperlink underneath Deployed URL. This can open a brand new tab with a preview of the UI and choices to customise in keeping with your wants.

2. Log in to the applying as John Stiles first, utilizing the credentials for the person that you just added to the Amazon Q utility.

3. After the login is profitable, select the applying that you just simply created.

4. 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.

5. Let’s run some queries to see how Amazon Q can reply questions associated to synchronized knowledge. John has entry to all ServiceNow doc sorts. When requested “How do I improve my EKS cluster to the most recent model”, Amazon Q will present a abstract pulling data from the associated information article, highlighting the sources on the finish of every excerpt.

6. Nonetheless logged in as John, when requested “What’s Amazon QLDB?”, Amazon Q will present a abstract pulling data from the associated ServiceNow incident.

7. Signal out as person John. Begin a brand new incognito browser session or use a special browser. Copy the online expertise URL and sign up as person Mary. Repeat these steps every time it’s worthwhile to sign up as a special person. Mary solely has entry to information 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 data from the associated information article, highlighting the supply.

8. Nevertheless, when requested “What’s Amazon QLDB?”, Amazon Q responds that it couldn’t discover related data. 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 might be discovered.

9. Signal out as person Mary. Begin a brand new incognito browser session or use a special browser. Copy the online expertise URL and sign up as person Mateo. Mateo solely has entry to incidents with no information article or service catalog entry. When requested “What’s Amazon QLDB?”, Amazon Q will present a abstract pulling data from the associated incident, highlighting the supply.

10. Nevertheless, when requested “How do I carry out vector search with Amazon Redshift?”, Amazon Q responds that it couldn’t discover related data. This as a result of Mateo doesn’t have entry to ServiceNow information article which is the one place the place the reply to this query might be discovered.

Check out the assistant with extra queries, reminiscent of:

• How do you arrange new blackberry gadget?
• 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?

Incessantly requested questions

On this part, we offer steerage to regularly requested questions.

Amazon Q Enterprise is unable to reply your questions

When you get the response “Sorry, I couldn’t discover related data to finish your request,” this can be due to a couple causes:

• No permissions – ACLs utilized to your account don’t will let you question sure knowledge sources. If that is so, attain out to your utility administrator to verify your ACLs are configured to entry the information sources.
• E mail ID doesn’t match person ID – In uncommon eventualities, a person might have a special e mail ID related to Amazon Q in IAM Id Middle than what’s related within the ServiceNow person profile. In such circumstances, be certain the Amazon Q person profile is up to date to acknowledge the ServiceNow e mail ID by the update-user command within the AWS Command Line Interface (AWS CLI) or the associated API name.
• Knowledge connector sync failed – Your knowledge connector might have didn’t sync data from the supply to the Amazon Q Enterprise utility. Confirm the information connector’s sync run schedule and sync historical past to substantiate the sync is profitable.
• Empty or non-public ServiceNow tasks – Non-public or empty tasks aren’t crawled throughout the sync run.

If none of those causes apply to your use case, open a support case and work together with your technical account supervisor to get this resolved.

Methods to generate responses from authoritative knowledge sources

If you would like Amazon Q Enterprise to solely generate responses from authoritative knowledge sources, you’ll be able to configure this utilizing the Amazon Q Enterprise utility world controls underneath Admin controls and guardrails.

1. Log in to the Amazon Q Enterprise console as an Amazon Q Enterprise utility administrator.
2. Navigate to the applying and select Admin controls and guardrails within the navigation pane.
3. Select Edit within the International controls part to set these choices.

For extra data, consult with Admin controls and guardrails in Amazon Q Business.

Amazon Q Enterprise responds utilizing outdated (stale) knowledge regardless that your knowledge supply is up to date

Every Amazon Q Enterprise knowledge connector might be configured with a singular sync run schedule frequency. Verifying the sync standing and sync schedule frequency in your knowledge connector reveals when the final sync ran efficiently. It might be that your knowledge 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 must be manually invoked. When the sync run is full, confirm the sync historical past to verify the run has efficiently synced all new points. Discuss with Sync run schedule for extra details about every possibility.

Clear up

To keep away from incurring future prices, clear up any assets created as a part of this answer. Delete the Amazon Q ServiceNow On-line connector knowledge supply, OAuth API endpoint created in ServiceNow, and the Q Enterprise utility. Additionally, delete the person administration setup in IAM Id Middle.

Conclusion

On this put up, we mentioned tips on how to configure the Amazon Q ServiceNow On-line connector to crawl and index service tickets, group posts, and information guides. We confirmed how generative AI-based search in Amazon Q permits your enterprise leaders and brokers to find insights out of your ServiceNow content material faster. That is all obtainable by 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, consult with Connecting ServiceNow Online to Amazon Q Business.

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Concerning the Authors

Prabhakar Chandrasekaran is a Senior Technical Account Supervisor with AWS Enterprise Assist. Prabhakar enjoys serving to clients construct cutting-edge AI/ML options on the cloud. He additionally works with enterprise clients offering proactive steerage 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 a knowledge 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 Internet 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 Internet Providers. He’s accountable for the Amazon Q and Amazon Kendra connectors, ingestion, safety, and different elements of the Amazon Q and Amazon Kendra companies.