Mapping Configuration

Map the fields between ServiceNow and the other system to be integrated to ensure that the data between both the systems synchronizes correctly.

Click Mapping Configuration to learn the step-by-step process to configure mapping between the systems.

Mapping reference fields
  • All the fields of type reference i.e. the fields that are referring to some other ServiceNow entity will be treated as look-ups in OpsHub Integration Manager.
  • For such reference fields, you can define value mapping using either name or number.
  • A maximum of 1000 lookup values will be loaded for a reference field. If you are not able to find the relevant value in the look-up values loaded, you can map values using advance mapping.
  • Look-up values will be loaded only if the entity being referred by a field has name or number columns.
  • If you want to do a direct mapping i.e. if values in ServiceNow and other systems are same, then you need to use a utility. OIMCoreUtility getEntityFieldValue can be used, which will give the display name corresponding to the internal id of the look-up value.
Known Limitations

Multi-select type of fields that do not have reference to any other type of field (e.g. string type multi-select field) are not supported as the target fields in mapping.


Integration Configuration

In this step, set a time to synchronize data between ServiceNow and the other system to be integrated. Also, define parameters and conditions, if any, for integration.

Click Integration Configuration to learn the step-by-step process to configure integration between two systems.


Integration recommendations & assumptions
  • For Issue Relationship configuration for a given entity type (e.g. incident), only those entity types (e.g. problem) will be shown to which any reference type of field exists in the given type (e.g. incident).
  • For example, if you are generating mapping for Incident entity type then Problem will be available under the section system entity types in Issue Relationship because in Incident, there is a field of reference type which refers to Problem. But if you are generating mapping for Problem then Incident won’t be available under the section system entity types in Issue Relationship, because in Problem, there is no field of reference type that refers to ‘Incident’.
    From UI related incidents. list will be visible for a given Problem, but that’s not considered as field.

  • For ServiceNow as a source system, any event pertaining to attachment (add/delete), it is imperative to update at least one field for that particular entity for it to reflect in the sys_audit (history) table and to ascertain event change.
Criteria Configuration

Query

  • Criteria to get entities whose state is Open.

    Example: state=1

  • How to get value 1 for the state Open?
    Criteria to get entities

    Right click on state field and click on Show Choice List.

    entities

    Here we can see the internal value 1 for Open state.

  • An example of criteria with one ‘Lookup field’:

    state=1^priority=1
    state=1^ORstate=2

  • An example of criteria with one ‘Lookup field and one Date field’:

    state=1^date_time>2018-01-31 08:00:00

  • An example of criteria with ‘contains on text field or created by (or some other user field) = sys_id of some user’:
    sync=true^ORassigned_to=2a6e8a480fcee600fd4ec3ace1050e20
Known Limitations
  • Only comments and work_notes type comments are supported
  • Only name or number would be supported as display values for the look-up values of a reference field i.e. if any field is marked for display in reference table then instead of that field either Name or Number will be shown. Look-up values will be loaded only if the response contains name or number.
  • Look-up values will be loaded only when the integration user has the requisite ‘read’ permission on the required fields (sys_id, name and number) of the reference table.
  • Field of type ‘Duration’ is not supported.
  • Catalog variable is not supported.
  • To integrate a ServiceNow entity, it is mandatory to create import set table for the entity and at least one field of the entity needs to be mapped in transform map.