Amazon Connect + ServiceNOW

[VishK]

Hello, 

Facing few issues while setting up Amazon Connect + ServiceNOW instance. 

1/ For Amazon Connect and ServiceNOW integration, ServiceNOW integration provides V1 Lex Bot though now AWS has stop creating new V1 Lex bots, and the migration from V1 to V2 not kicks in, since cannot create a V1 lex bot

2/ ServiceNOW integration provides a Amazon Connect Contact Flow, though it’s failing "no specific error" while importing through Amazon Connect Console. Looks like Amazon Connect may be changed Contact Flow JSON structure? 

The Amazon Connect and ServiceNOW integration has been developed few yrs back and it's not compatible with the updated Amazon Connect and Lex services. 

If you have comes across these issues and resolved it, please share your solutions. 

Thank you!

[Francesco Gatto]

Hello @VishK,

For the question 1/: there is a fix coming with the next plugin's update, to be release on 31-July 2025. You may have a look here: https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=390d274e939aa618d744b94c5cba10af

For the question 2/: I am currently using the Amazon Connect flow editor to import my flows (in JSON) and is working fine, are you not using it? If so and you are not getting any clearer error from the logs, can you share the JSON you're trying to import? Feel free to share any other details on this.

Thanks

[AfrinaA]

I think you are doing the steps wrong. Please follow the steps mentioned in the setup guide. I followed the steps shown in video Integrate ServiceNow Voice with Amazon Connect which is created for older versions. let me know any help nedded.

[AfrinaA]

For the error 2) the downloaded lex file is a CDK template not a lex bot file it's a cloud formation stack file. follow the steps mentioned in the setup guide.