Integrate QnABot on AWS with ServiceNow (IT service desk ticket triage automation)
AWS demonstrates how to integrate QnABot on AWS with ServiceNow so employees can triage IT issues through chat and open incident tickets in real time. QnABot on AWS uses Amazon OpenSearch Service for its question bank, Amazon Lex for conversational routing, AWS Lambda to call the ServiceNow Incident API, AWS Secrets Manager for credentials, and Amazon API Gateway and Amazon S3 for configuration and knowledge management. The workflow supports response bots and document chaining for multi-step input collection before ticket creation.
- Organization
- ServiceNow
- Industry
- Professional Services
- Location
- United States
- Published
- February 2024
Reported outcomes
Strategic outcomes
Primary read
Use case focus
Showing 3 of 4
- 1IT Service Management
- 2Conversational AI
- 3Ticket Triage
- Employees wait for human agents to triage common IT issues and open ServiceNow incident tickets.
- Legacy IT support workflows rely heavily on human agents for intake and triage of routine problems.
- Deploy QnABot on AWS and configure questions in the Content Designer backed by Amazon OpenSearch Service.
- Use Amazon Lex to capture issue descriptions and route users through the conversation.
- Invoke an AWS Lambda function that retrieves credentials from AWS Secrets Manager and calls the ServiceNow Incident API to create a ticket and return the ticket number.
- Use response bots and document chaining to collect additional details before ticket creation when a diagnostic workflow requires it.
- The integration streamlines IT service desk triage and automates incident creation in ServiceNow.
- The article states that users can resolve common questions through the chatbot and create tickets when human help is still needed, reducing dependence on human agents for routine issues.
Architecture
QnABot on AWS uses Amazon API Gateway and Amazon S3 for the Content Designer UI and configuration; a Lambda function writes question content to Amazon OpenSearch Service. When a ServiceNow ticket is needed, Amazon Lex gathers issue details and invokes AWS Lambda, which retrieves credentials from AWS Secrets Manager and sends an HTTP request to the ServiceNow Incident API. The post also describes response bots and document chaining to collect additional inputs and route to Lambda functions.
Sources & evidence1
The same organization appears in newer AI deployment evidence.
- Same organization re-documented as recently as 2025.
Measures whether this deployment's public evidence persists — not whether the system is still in production.
AI-generated summary. Verify important details with the linked sources before relying on this case.
Explore related AI use cases
Was this useful?