Use Case

  • Synchronize any updates to the ServiceNow Incidents, like title, description, urgency, comments, etc. to the Ops Bridge system

Requirements

This section provides information about the integration and network requirements.

Integration Requirements


Operations Bridge RequirementsServiceNow Requirements

Access Details

  • Instance URL 

  • The auto-generated credentials from the Connected Server

  • Instance URL 

  • Integration User

Permissions

  • Connected Server

    • Type "External Event Processing"

    • Enabled "Synchronize and transfer control" option.

  •  

  • incident (READ)

  • sys_db_object (READ)

  • sys_dictionary (READ)

  • sys_journal_field (READ)

  • sys_glide_object (READ)
Advanced
  • Fetch Incident

    • incident (READ)

  • Backsync Event

    • incident (READ)

    • sys_db_object (READ)

    • sys_dictionary (READ)

    • sys_journal_field (READ)

    • sys_glide_object (READ)

Environment

Integration User
  • N/A
  • The user's time zone must be set to "GMT"
  • The user's "ID" must be the same as the user's "Username"

Network Requirements


Network Requirements

Communication

  • ZigiOps → ServiceNow (80/443)

  • ZigiOps → Operations Bridge (80/443)

Setup

To enable the integration, you should follow the steps below.

  1. You should start with selecting the integrated systems and the integrated entities. The integrated entities should be pre-selected if there are no issues with the credentials/permissions used in the connected system's configuration. 

    Example
  2. Press the Save button to save the changes.

    Example
  3. You should enable the operations to start the integration.

    Example

Operations Explanation

This sub-section provides information about the operations in this integration template, including the field mapping configuration. Each operation consists of two tabs - Source, Field Map. The Source tab contains the trigger, trigger conditions, and expressions configuration. The Field Map tab contains the mapping configuration. 

Fetch Incident

This operation registers a web service listener on the ZigiOps host, which listens on a specific port and path. It is designed to accept the incoming requests sent by the Operations Bridge connected server and respond accordingly. When you click on the Forwarding tab of a transferred Operations Bridge event, the Operations Bridge connected server sends a ZigiOps listener a request. ZigiOps accept the request. It is internally processed through the field mapping configuration. Finally, a request is sent to ServiceNow to retrieve information from the corresponding ServiceNow incident, displayed directly in the event.

Source

You could customize the listener protocol, port, path, and expressions or use the defaults from this tab.

Example

Field Map

From this tab, you could customize the field, value, and conditional mappings, which suit your requirements.

Example

Backsync Event

This operation polls the data via the ServiceNow Table API. It is designed to detect any changes to the incidents created by the integration and synchronize them with the corresponding Operations Bridge event, as per the mapping configured on the ZigiOps side.

Source

You could customize the polling interval, trigger conditions, and expressions or use the defaults from this tab.

Example

Field Map

From this tab, you could customize the field, value, and conditional mappings, which suit your requirements.

Example

Recommendations

This section provides information about the recommended considerations, which should be considered before starting the integration.

Correlation

It is recommended to keep the default correlation configuration unless you're familiar with the integration and the integrated systems' specifics. You could contact our support team for assistance before further changes to the correlation configuration.

Mapping

The predefined templates comply with the specifics of the integrated systems. It is recommended to confirm if your integrated systems have any required fields, which must be reported so that you could map them accordingly. Please note that the operation might fail if a required field is not mapped. In this case, you could review the troubleshooting page for more information about the operation's execution history.