# ServiceNow

### What is ServiceNow Integration in ZigiOps?

ServiceNow is an enterprise IT service management platform used for incident, problem, change, and service request management across large and complex IT environments.

ZigiOps enables secure, API-based integration between ServiceNow and ITSM, DevOps, monitoring, and cloud platforms. Using ZigiOps, incidents, problems, change requests, and service catalog tasks from ServiceNow can be synchronized with external systems to support automated cross-team workflows.

With ZigiOps, ServiceNow can:

* Sync incidents and problems with DevOps tools such as Jira and Azure DevOps
* Receive correlated alerts and events from monitoring platforms as ServiceNow incidents
* Participate in bi-directional workflows with monitoring, CRM, and DevOps platforms
* Support topology and configuration management integrations via uCMDB and vROps

The integration is fully customizable and does not require custom scripts or plugins.

### Which ServiceNow Versions Are Supported?

Please note that using a supported version is mandatory.

| Product    | Supported Deployment Types | Supported Versions                            |
| ---------- | -------------------------- | --------------------------------------------- |
| ServiceNow | All                        | Utah, Vancouver, Washington, Xanadu, Yokohama |

### Are There Any Environmental Prerequisites for ServiceNow?

{% hint style="info" %}
Confirm the prerequisites of the corresponding integration template before continuing, as some templates may not require all environmental prerequisites.
{% endhint %}

#### How Do I Set the Required ZigiOps Integration User Permissions in ServiceNow?

The ZigiOps integration user requires read, create, and write access to the primary integrated entity (incident, event, problem, etc.) in ServiceNow.

{% hint style="info" %}
The steps below are optional and provided as a reference. You may adapt them to your organization's security model.
{% endhint %}

{% stepper %}
{% step %}
Create a custom role (optional)

1. Navigate to: **ServiceNow > User Administration > Roles** and create a new role.
2. Save the changes.
   {% endstep %}

{% step %}
Create the required ACLs

1. Elevate the `security_admin` privilege.
2. Navigate to: **ServiceNow > System Security > Access Control (ACL)** and create ACLs for the following:
   * `sys_db_object`: READ (row-level) and READ\* (field-level) - allows ZigiOps to fetch available ServiceNow tables
   * `sys_dictionary`: READ (row-level) and READ\* (field-level) - allows ZigiOps to fetch references between the integrated entity and related tables
   * `sys_glide_object`: READ (row-level) and READ\* (field-level) - allows ZigiOps to fetch field types of ServiceNow tables
   * `sys_journal_field`: READ (row-level) and READ\* (field-level) - allows ZigiOps to collect comments and work notes
3. Assign the newly created ACLs to the `zigiops_integration_role` custom role.
4. Assign the `zigiops_integration_role` and `itil` roles to the ZigiOps integration user.
   {% endstep %}
   {% endstepper %}

{% hint style="info" %}
Integrating entities outside the `itil` role scope, such as custom tables, will require additional permission configuration.
{% endhint %}

#### How Do I Install the ZigiOps for Operations Bridge Application in ServiceNow?

This scoped application is required only for OBM-ServiceNow integrations that use the staging table approach.

{% stepper %}
{% step %}
Installing the application

1. Request the **ZigiOps for Operations Bridge** application from the ServiceNow Store and click **Request App**.
2. Once approved by ZigiWave, return to the application page and click **Get**.
3. In your ServiceNow instance, navigate to: **System Applications > Applications > Downloads** and click **Install**.
   {% endstep %}

{% step %}
Post-installation configuration

1. Create a new ServiceNow user for ZigiOps to use, and assign the following roles: `x_ziw_obm.admin` and `personalize_read_dictionary`.
   {% endstep %}

{% step %}
If custom fields exist in the ServiceNow incident table

1. Switch to the ZigiOps for Operations Bridge application in the application selector.
2. Navigate to **ZigiOps for Operations Bridge > Inbound Service**, enable **Copy fields from the target table**, select the table, and click **Update**.
3. Navigate to **ZigiOps for Operations Bridge > Transform Maps**, open the ZigiWave Transform Map, click **Auto Map Matching Fields**, and click **Update**.
   {% endstep %}

{% step %}
Configure the application settings

1. Navigate to: **ZigiOps for Operations Bridge > Integration Settings** and configure:
   * **ZigiWave ZigiOps URL** - The URL to the ZigiOps listener followed by its port. For example, `https://zigiops.example.com:9091`
   * **MID Server Name** - The name of the MID Server to use, if applicable. Leave empty for direct connectivity.
   * **Maximum Retries for Outbound Service** - The maximum number of retries for the REST message in direct (non-MID Server) deployments.
2. Click **Submit** to save the settings.
   {% endstep %}
   {% endstepper %}

### How Do I Connect ServiceNow to ZigiOps?

#### ServiceNow - Connected System Configuration

Follow the steps below to add your ServiceNow instance as a connected system.

{% stepper %}
{% step %}
Log into your ZigiOps instance.
{% endstep %}

{% step %}
Navigate to ServiceNow

Navigate to: **Connected Systems > Add New System > ServiceNow**
{% endstep %}

{% step %}
Configure the following parameters

* **Server URL** - Input the URL of your ServiceNow instance. For example, `https://example.service-now.com`
* **Username** - Input the username of the ServiceNow integration user.
* **Password** - Input the password for the ServiceNow integration user.
* **Proxy Settings** - Enables the usage of a proxy server.
  {% endstep %}

{% step %}
Save the system

Examine the settings and if they are correct, click the **Save** button to store the system.
{% endstep %}
{% endstepper %}

Once saved, ServiceNow becomes available for use in ZigiOps integration templates.

### What Are the Most Common ServiceNow Integration Use Cases?

#### Use Case 1: Bi-Directional Incident Sync Between ServiceNow and Jira

ServiceNow incidents can be automatically mirrored as Jira tasks for development teams. Status updates, comments, and resolution details flow in both directions, eliminating manual hand-offs between ITSM and DevOps teams.

#### Use Case 2: Monitoring Alert Escalation to ServiceNow

Correlated events from monitoring platforms such as OBM, SolarWinds, and Zabbix can be forwarded to ServiceNow as structured incidents, capturing infrastructure alerts in the ITSM system for triage, assignment, and SLA tracking.

#### Use Case 3: DevOps and ITSM Workflow Automation

Azure DevOps work items, Bitbucket commits, and GitHub issues can be synchronized with ServiceNow incidents, providing ITSM teams with full traceability from infrastructure events through to code changes and deployments.

### What Integration Templates Are Available for ServiceNow?

ZigiOps provides the following integration templates for ServiceNow:

* Azure DevOps work items to ServiceNow incidents
* Bitbucket commits to ServiceNow incidents
* Bitbucket issues to ServiceNow incidents
* Cherwell change requests to ServiceNow change requests
* Jira tasks to ServiceNow incidents
* OBM events to ServiceNow incidents
* OBM events to ServiceNow incidents (Staging Table)
* ServiceNow incidents to Azure DevOps issues
* ServiceNow incidents to GitHub issues
* ServiceNow incidents to Jira tasks
* ServiceNow problems to Jira bugs
* ServiceNow server topology to uCMDB node topology
* ServiceNow service catalog tasks to Jira tasks
* ServiceNow VMware instances topology to vROps custom group members topology
* ServiceNow VMware instances topology to vROps topology
* SolarWinds alerts to ServiceNow incidents
* Zabbix host topology to ServiceNow topology
* Zabbix topology to OBM topology
* Zabbix trigger events to ServiceNow events
* Zabbix trigger events to ServiceNow incidents

*See the Integration Catalog for all ServiceNow templates.*

Templates are documented individually in the Integration Catalog.

### Summary

The ServiceNow integration in ZigiOps enables:

* Secure, username/password-based API connectivity
* Support for ServiceNow Utah, Vancouver, Washington, Xanadu, and Yokohama
* Integration with Jira, Azure DevOps, OBM, SolarWinds, Zabbix, Bitbucket, GitHub, and more
* Bi-directional incident, problem, change request, and topology synchronization
* Optional OBM staging table application for advanced event integration
* Optional proxy configuration
* Fully customizable synchronization workflows

ZigiOps allows ServiceNow to participate in enterprise-grade ITSM, DevOps, and monitoring ecosystems without requiring custom development.


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