This page covers the integration settings that apply when ServiceNow is one side of a connection.
Use it when you're configuring a relationship that includes ServiceNow. The form is titled ServiceNow configuration; which settings appear depends on whether your ServiceNow organisation is the source or the target.
Ticket type and groups
Ticket type (target): the type of ticket created in ServiceNow during sync:
Incident,Problem,Task, orCase.Task types (source): which types of ServiceNow task are synced. At least one must be selected.
Resolver group (source) / Assignment group (target): the ServiceNow group used during sync. As a source it's the resolver group that handles synced tickets and drives assignment; as a target it's the assignment group applied or filtered during sync.
Sync filter (source): the basis for filtering tickets to sync. This is set to
Resolver group.
Comments and resolution
Journal update types: which ServiceNow journal entries sync: work notes, comments, or both. At least one must be selected.
Incoming comments as: whether comments coming in from the other system are written as
Work notesorCommentsin ServiceNow.Default resolution code: the resolution code applied when a ticket is resolved through sync.
Attachments
Sync attachments: include ticket attachments in the sync.
Source vs target: As the source, you set the resolver group, the sync filter, and the task types to sync. As the target, you set the ticket type to create and the assignment group to apply. ServiceNow is also the one platform that supports more than one ticket type in field mappings.
The API configuration override at the bottom of the form works the same on every platform. See Integration configuration for how it works.
Related pages
Integration configuration: shared settings and the API override.
ServiceNow integration setup guide: connecting ServiceNow to Support Fusion.