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ServiceNow Integration

Overview

The ServiceNow connector syncs incidents and configuration management database (CMDB) items with ValuePact. It supports IT service management (ITSM) teams that measure value through incident reduction and asset optimization.

Who this is for

  • Admin
  • Developer
  • End User

Prerequisites

  • ServiceNow instance (Quebec or later).
  • itil and cmdb_read roles for the integration user.
  • ValuePact Organization Admin role.

Step-by-step instructions

1. Create the integration user

  1. In ServiceNow, go to User Administration > Users.
  2. Create a user named valuepact.integration.
  3. Grant roles: itil, cmdb_read, and rest_api_explorer.
  4. Generate a password or OAuth client credentials.

2. Connect ValuePact to ServiceNow

  1. In ValuePact, open Administration > Integrations > ServiceNow.
  2. Enter your instance URL (e.g., https://yourinstance.service-now.com).
  3. Provide the integration user credentials.
  4. Click Test Connection. Save on success.

3. Configure incident linking

  1. Open Incident Linking.
  2. Select the ServiceNow incident table filters:
  3. state != 6 (exclude canceled)
  4. priority IN (1,2) (focus on critical and high)
  5. Map fields:
  6. number → External Reference ID
  7. short_description → Risk Title
  8. resolved_at → Resolution Date
  9. Enable creation of risk records in ValuePact for new incidents.

4. Sync CMDB data

  1. Open CMDB Sync.
  2. Choose CI classes: cmdb_ci_server, cmdb_ci_service, or custom classes.
  3. Map attributes to ValuePact custom fields:
  4. name → Asset Name
  5. operational_status → Status
  6. cost → Asset Value
  7. Set sync frequency: hourly or daily.

5. Validate the sync

  1. Create a test incident in ServiceNow.
  2. Confirm it appears in ValuePact Risks within the sync interval.
  3. Update the incident state to Resolved.
  4. Verify the resolution date and status update in ValuePact.

Permissions required

Role Permission Scope
Admin Configure integrations Organization
Admin Manage CMDB mapping Organization
User View linked incidents Assigned initiatives

Limits and guardrails

  • Limit ServiceNow REST API rate: configurable via rate limiting policies.
  • Limit CMDB CIs per sync: 5,000.
  • Limit Incident sync interval: minimum 15 minutes.

Troubleshooting

Issue: Incidents do not appear in ValuePact

Cause: The table filter is too restrictive, or the integration user lacks itil role. Resolution: 1. Broaden the filter temporarily and re-sync. 2. Verify the integration user roles in ServiceNow. 3. Check Audit Logs for 403 errors.

Issue: CMDB sync is very slow

Cause: Large CI tables without indexed queries cause pagination timeouts. Resolution: 1. Add sys_updated_on index to the target CI table in ServiceNow. 2. Reduce the sync batch size to 250. 3. Schedule CMDB sync during off-peak hours.

Issue: Resolved incidents remain open in ValuePact

Cause: The state mapping does not include the ServiceNow resolved state. Resolution: 1. Open Incident Linking > State Mapping. 2. Map 6 (Resolved) to Closed in ValuePact. 3. Re-sync historical incidents.

Escalation path

Severity Condition Contact
P3 CMDB or incident mapping questions #valuepact-support Slack
P2 Sync failure affecting incident tracking support@valuepact.ai
P1 CMDB data exposure or misconfiguration security@valuepact.ai