# OBM ServiceNow Integration

This integration forwards OBM events to ServiceNow as incidents (including via a Staging Table), eliminates manual ticket creation, and ensures IT operations and service management teams work from a single source of truth.

### Integration Video

{% embed url="<https://www.youtube.com/watch?v=j-5UXG9rPpY>" %}

### What Can I Integrate Between OBM and ServiceNow?

ZigiOps can integrate any OBM event type with any ServiceNow table, enabling custom workflows tailored to your monitoring and ITSM processes.

Out of the box, ZigiOps provides ready-made integration templates for the most common OBM to ServiceNow scenarios, including:

* OBM Events - ServiceNow Incidents
* OBM Events - ServiceNow Incidents (Staging Table)

These templates serve as preconfigured starting points and can be customized or extended to support additional event types, ServiceNow tables, and business-specific workflows.

| Common OBM entities    | Common ServiceNow entities   | Common fields typically synchronized                                                  |
| ---------------------- | ---------------------------- | ------------------------------------------------------------------------------------- |
| Event                  | Incident                     | Node, Title/Short Description, Severity/Priority, Status/State, Category, Description |
| Event (Staging Table)  | Incident (via Staging Table) | Node, Title, Severity, Status, Category, Custom fields                                |
| **Any OBM event type** | **Any ServiceNow table**     | **Standard + custom fields, Status/State mappings, Correlation ID (recommended)**     |

{% hint style="info" %}
ZigiOps supports synchronization of all standard and custom fields for OBM and ServiceNow. The table above lists only the most commonly used fields.
{% endhint %}

***

### How Does the OBM to ServiceNow Integration Work?

ZigiOps connects OBM and ServiceNow using their native APIs and acts as a secure integration layer between the two systems.

* No scripting or custom development required
* Configured entirely through the ZigiOps UI
* Supports polling- and event-based synchronization
* Does not permanently store transferred business data

The platform can be deployed on-premises or used as a cloud service, depending on your security and compliance requirements.

***

### Prerequisites and Permissions

Before enabling the OBM to ServiceNow integration, ensure the following prerequisites are met.

| Scenario                                          | OBM Authentication  | OBM Permissions                                                  | ServiceNow Permissions                                                    |
| ------------------------------------------------- | ------------------- | ---------------------------------------------------------------- | ------------------------------------------------------------------------- |
| OBM Events - ServiceNow Incidents                 | Username + Password | External Event Processing Connected Server; Read/Write on events | x\_ziw\_obm.admin; personalize\_read\_dictionary; itil role               |
| OBM Events - ServiceNow Incidents (Staging Table) | Username + Password | External Event Processing Connected Server; Read/Write on events | x\_ziw\_obm.admin; personalize\_read\_dictionary; Access to staging table |

***

### Setup

Follow the steps below to enable the OBM to ServiceNow integration using a prebuilt ZigiOps template.

1. Log in to your ZigiOps instance.
2. Navigate to **ZigiOps - Configurator**.
3. Load the desired **OBM to ServiceNow integration template**.
4. Select the corresponding **Integrated Systems** (OBM and ServiceNow).
5. Click **Save** to continue.
6. Enable the integration using the **slider button** located in the middle section of the screen.

Once enabled, ZigiOps starts synchronizing data based on the configured mappings and rules.

***

### Mapping Examples

Below are typical field-mapping examples used in the OBM to ServiceNow Incident scenario. Mappings can be customized per use case.

**Example: OBM Event - ServiceNow Incident**

| OBM field          | ServiceNow field   | Advanced Field Mapping Example                                        |
| ------------------ | ------------------ | --------------------------------------------------------------------- |
| node               | cmdb\_ci           | Direct mapping                                                        |
| title              | short\_description | Direct mapping                                                        |
| severity           | urgency / impact   | 1-Critical - 1 (High); 2-Major - 2 (Medium); 3-Minor - 3 (Low)        |
| description        | description        | Direct mapping                                                        |
| status (lifecycle) | state              | Open - 1 (New); Acknowledged - 2 (In Progress); Closed - 6 (Resolved) |

***

### What Data Can Be Synchronized?

ZigiOps supports synchronization of standard and custom fields, status and state transitions, comments, attachments, and user assignments between OBM and ServiceNow. Each field can be mapped independently per direction.

***

### Frequently Asked Questions (FAQ)

<details>

<summary>Can I use one template for multiple projects or assignment groups?</summary>

Yes. Filters and conditions allow you to scope synchronization by project, assignment group, state, priority, or custom logic.

</details>

<details>

<summary>Is the integration bi-directional?</summary>

Yes. All scenarios support bi-directional synchronization, configurable per field.

</details>

<details>

<summary>How are update loops prevented?</summary>

ZigiOps uses correlation IDs and internal logic to prevent circular updates.

</details>

<details>

<summary>Do I need to write scripts or use APIs manually?</summary>

No. All configuration is done through the ZigiOps UI.

</details>

<details>

<summary>Can I start with one-way sync and later enable bi-directional sync?</summary>

Yes. Direction can be changed at any time.

</details>

<details>

<summary>Does ZigiOps store my OBM or ServiceNow data?</summary>

No. ZigiOps does not permanently store transferred business data.

</details>

***

### Related Resources

* [How to connect OBM to ZigiOps](/available-systems/operations-bridge-manager-obm.md)
* [How to connect ServiceNow to ZigiOps](/available-systems/servicenow.md)
* [Data mapping fundamentals](/design-and-mappings/data-mapping-fundamentals.md)


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