ServiceNow
The ServiceNow integration creates and updates incidents in your ServiceNow instance using the Table API. Use this target when you manage incidents and IT service workflows in ServiceNow.
From the Web Console, select Notifications > Targets.
- Expand the ServiceNow section by clicking
. - Click
next to ServiceNow, then enter your connection settings.
Note
You can reuse the same target across multiple notifications.
Configure a ServiceNow target Copied
A ServiceNow target defines how ITRS Analytics connects to your ServiceNow instance by defining which instance to use and how to authenticate.
| Setting | Description |
|---|---|
| Name | A descriptive name for this target. |
| Instance ID | Your ServiceNow instance identifier. |
| Description | (Optional) Additional context for this target. |
| Authentication Type > Basic | Username and password for a ServiceNow user that can create and update incidents. |
| Authentication Type > OAuth | Username, password, client ID, and client secret for OAuth. |
Note
Click Test connection to verify that ITRS Analytics can reach your ServiceNow instance with these settings.
Incidents Copied
New incidents are created through the Table API when a notification triggers. Reminders and cleared notifications update the same incident.
Incident table settings Copied
Incident Table Settings are available in the Create Notification window after you select ServiceNow as the notification target.
This allows you to define dynamic custom fields that are sent with the incident payload, providing flexibility in your configuration. You can use placeholder values that are substituted at run-time based on the dimensions and attributes of the entity that triggered the notification.
The incident table name defaults to incident. Click Add Incident Table Field to add the following:
- Key — ServiceNow incident field name.
- Value — static text or a placeholder. For the full list of supported placeholders, see placeholder values.
For example, set Key to category and Value to ${entity.attribute[Category]}. When the notification runs, the value is replaced with the Category attribute of the triggering entity. If the attribute is missing, the value is empty unless you use .orElse[...].
Incident creation Copied
Incidents are created with the following fields:
| Name | Value |
|---|---|
| short_description | Triggered notification title. |
| description | Triggered notification body. |
| urgency |
|
| impact |
|
| caller_id | Configured authentication username. |
Incident update Copied
Incidents are updated when notification reminders are sent and when the notification is cleared. Updates are added as comments to the existing incident with the following format:
<Reminder/Cleared notification title>
<Reminder/cleared notification body>