ServiceNow

The ServiceNow integration enables data quality teams to create and link ServiceNow Incident tickets directly from data anomalies detected in Qualytics. This streamlines the issue resolution workflow by eliminating the need to manually create tickets in ServiceNow and then reference them back in Qualytics.

Key Benefits

• Create Incidents Directly: Create ServiceNow Incidents directly from Qualytics anomalies without leaving the platform
• Automatic Linking: Automatic linking between anomalies and tickets for complete traceability
• Bidirectional Navigation: Hyperlink from ServiceNow ticket back to the source anomaly in Qualytics
• Status Synchronization: Anomaly status changes (acknowledge, archive) sync to ServiceNow
• Comment Syncing: Comments added in Qualytics are pushed to ServiceNow incident work notes

Integration Type

The current release supports one-way synchronization (Qualytics → ServiceNow). Changes made directly in ServiceNow (e.g., ticket state changes, comments) are not reflected back in Qualytics at this time.

---

Prerequisites

Before configuring the ServiceNow integration, ensure the following requirements are met.

ServiceNow Requirements

Requirement	Details
ServiceNow Instance	Active ServiceNow instance accessible via HTTPS
Instance URL Format	https://[instance-name].service-now.com
ITSM Module	Incident Management module must be active
API Access	REST API must be enabled for the instance
Network Access	Qualytics cloud must be able to reach your ServiceNow instance (firewall/allowlist may be required)

Service Account Requirements

A dedicated service account is required for the integration. This account will be used by Qualytics to authenticate and create/update incidents.

Setting	Recommendation
Username	qualytics_integration or similar identifiable name
Password	Strong password, stored securely
Web Service Access	Enabled (check "Web service access only" if no UI login needed)
Active Status	Active (not locked or disabled)

Required ServiceNow Roles

Assign the following roles to the service account:

Role	Purpose
itil	Allows creation and modification of Incident records
rest_api_explorer (optional)	Useful for testing/troubleshooting API calls

Note

Additional roles may be required if your organization has custom access controls on the Incident table.

---

ServiceNow Configuration

Complete the following steps in your ServiceNow instance before configuring the integration in Qualytics.

Step 1: Create the Service Account

1. Navigate to User Administration → Users
2. Click New to create a new user

1. Enter the User ID (e.g., qualytics_integration)
2. Set a secure password
3. Check "Web service access only" if the account should not have UI access
4. Save the user record

1. Navigate to the Roles tab and assign the itil role

Step 2: Verify API Access

Confirm that the REST API is enabled for your instance:

1. Navigate to System Web Services → REST API Explorer

1. Verify you can access the Incident table API
2. Test a simple GET request to confirm connectivity

1. Verify the response returns successfully

Step 3: Network/Firewall Configuration

If your ServiceNow instance has IP restrictions, you may need to allowlist Qualytics IP addresses. Contact Qualytics support for the current list of egress IPs used by the Qualytics cloud platform.

Step 4: Gather Configuration Values

Collect the following values needed for Qualytics configuration:

Value	How to Find	Example
Instance URL	Your ServiceNow URL	https://your-instance.service-now.com
Credentials	Service account username and password combined with a colon	qualytics_integration:YourPassword
Category Names	Incident → Right-click Category → Show choice list	Software, Network
Subcategory Names	Same process, filter by Category	Email, Database
Assignment Group SysID	User Administration → Groups → Copy sys_id	a1b2c3d4e5f6...

---

Qualytics Configuration

Navigation to Integration

Step 1: Log in to your Qualytics account and click the "Settings" button on the left side panel of the interface.

Step 2: Click on the Integrations tab.

Connect ServiceNow Integration

Step 1: Click on the Connect button next to ServiceNow to connect to the ServiceNow Integration.

A modal window titled "Add ServiceNow Integration" appears. Fill in the connection properties.

Step 2: Enter the following connection properties:

REF.	Field	Description
1	Instance URL (Required)	Enter the complete ServiceNow instance URL (e.g., https://your-instance.service-now.com). Do not include a trailing slash.
2	Credentials (Required)	Enter the service account credentials in the format username:password (username and password separated by a colon). For example: qualytics_integration:YourSecurePassword123

Credentials Format

The credentials must be entered as username:password with a colon separator. This format is used for Basic Authentication. OAuth 2.0 and HashiCorp Vault credential storage are planned for future releases.

Step 3: Click the Create button to validate and store the credentials.

Once the integration is successfully created, a confirmation message will appear stating "The Integration has been successfully created."

Test the Connection

After saving, the connection status should show as Connected. If you encounter errors, verify:

• Instance URL is correct and includes https:// (no trailing slash)
• Credentials are in the correct format (username:password)
• Service account has required roles
• Network connectivity allows Qualytics to reach ServiceNow

When the integration is created, Qualytics validates the connection by making a test request to the ServiceNow API (GET /api/now/table/incident?sysparm_limit=1).

---

Integration Behavior & Data Flow

Data Flow Direction

The current release supports one-way synchronization from Qualytics to ServiceNow:

Action in Qualytics	Result in ServiceNow
Create ticket from anomaly	New Incident record created
Acknowledge anomaly	Incident work notes updated with status change
Archive anomaly (resolve)	Incident marked as Resolved
Add comment to anomaly	Comment pushed to Incident work notes
Link existing ticket	Association created (anomaly details appended to description)

Integration Flow Diagram

The following diagram illustrates how data flows from Qualytics to ServiceNow:

flowchart TB
    subgraph Qualytics["Qualytics Platform"]
        A[Anomaly Detected] --> B{User Action}
        B -->|Create Ticket| C[Create Ticket Request]
        B -->|Acknowledge| D[Status Change Event]
        B -->|Add Comment| E[Comment Event]
        B -->|Archive/Resolve| F[Resolution Event]
    end

    subgraph Background["Background Processing"]
        C --> G[Qualytics API]
        D --> H[Sync Worker]
        E --> I[Sync Worker]
        F --> J[Sync Worker]
    end

    subgraph ServiceNow["ServiceNow Instance"]
        G -->|POST /incident| K[New Incident Created]
        H -->|PATCH /incident| L[Work Note Added]
        I -->|PATCH /incident| L
        J -->|PATCH /incident| M[Incident Resolved]
    end

    K --> N[Ticket Link Stored]
    N --> O[Anomaly & Ticket Linked]

What Gets Synced

Direction	What	How	Status
Qualytics → ServiceNow	New ticket	Creates incident with anomaly details	Active
Qualytics → ServiceNow	Anomaly status change	Adds work note (doesn't change incident state)	Active
Qualytics → ServiceNow	Anomaly comment	Adds work note	Active
ServiceNow → Qualytics	Ticket status	Manual sync only (updates link status)	Limited
ServiceNow → Qualytics	Ticket comments	Not synced	Not supported
ServiceNow → Qualytics	Ticket closure	Not synced	Not supported

Current Limitations

The following actions in ServiceNow are not reflected in Qualytics:

Action in ServiceNow	Effect in Qualytics
Change Incident state (e.g., In Progress, Resolved)	Not reflected - anomaly status unchanged
Add comments or work notes	Not reflected - comments do not appear in Qualytics
Reassign Incident	Not reflected
Close or cancel Incident	Not reflected - anomaly remains in current state

---

ServiceNow State Mappings

ServiceNow uses numeric state values for incidents. Understanding these states helps when working with the integration:

State Code	State Name	Description
1	New	Incident has been created but not yet worked on
2	In Progress	Work is actively being done on the incident
3	On Hold	Incident is waiting for external input or resources
6	Resolved	The issue has been fixed/addressed
7	Closed	Incident is complete and verified
8	Canceled	Incident was canceled without resolution

One-Way State Updates

Qualytics does not automatically update anomaly status based on ServiceNow state changes. This design prevents synchronization loops and maintains clear ownership: ServiceNow is the "ticket of record" while Qualytics is the "anomaly of record."

---

Field Mapping Reference

Incident Fields Supported

When creating a ticket from Qualytics, the following ServiceNow Incident fields can be populated:

Field Name	ServiceNow Field	Required	Notes
Short Description	short_description	Yes	Brief summary of the issue
Description	description	No	Detailed description; auto-populated with anomaly details
Priority	priority	No	Values: Critical, High, Moderate, Low, Planning
Urgency	urgency	No	Standard ServiceNow urgency values
Impact	impact	No	Standard ServiceNow impact values
Category	category	No	Must match exact category name in ServiceNow
Subcategory	subcategory	No	Must match exact subcategory name
Assignment Group	assignment_group	No	Requires sys_id of the group (not name)
Assigned To	assigned_to	No	Username of the assignee

Auto-Populated Fields

The following fields are automatically populated by Qualytics when creating a ticket:

Field	Auto-Populated Value
Description (body)	Anomaly ID, type, status at detection, field/check message, failed checks, hyperlink back to Qualytics anomaly
Caller	Currently uses service account (user-based caller not yet supported)
Work Notes (on updates)	Status changes (acknowledge, archive) and comments from Qualytics with timestamps

How to Find Category, Subcategory, and Assignment Group Values

Category / Subcategory

1. Open any existing Incident in ServiceNow
2. Right-click on the Category field
3. Select "Show choice list"

1. Copy the exact Name value (case-sensitive)

Assignment Group sys_id

1. Navigate to User Administration → Groups

1. Locate the desired group
2. Right-click on the group row
3. Select "Copy sys_id" and paste into Qualytics

Important

Category and Subcategory names are case-sensitive and must match exactly as they appear in ServiceNow. Assignment Group requires the sys_id, not the display name.

---

Ticket Creation Workflow

Creating a New Ticket from an Anomaly

Step 1: Navigate to a datastore in Qualytics

Step 2: Locate an anomaly you want to create a ticket for

Step 3: Click on the anomaly to open details

Step 4: Find the "Linked Tickets" section and click "Add" to link or create tickets

Step 5: A modal will appear with options to create a new ticket or link an existing one. Select "New Ticket"

Step 6: Fill in the required and optional fields:

Field	Description
Short Description	Brief summary of the data quality issue
Description	Detailed description (auto-populated with anomaly details)
Priority	Select the appropriate priority level
Urgency	Select the urgency level
Impact	Select the impact level
Category	Select or enter the category (must match ServiceNow exactly)
Subcategory	Select or enter the subcategory
Assignment Group	Enter the sys_id of the assignment group

Step 7: Click Create to submit the ticket

When the ticket is created, a link is established between the anomaly and the ServiceNow incident. The incident in ServiceNow will contain the anomaly details in the description, including:

• Anomaly ID and status
• Anomaly type and detection timestamp
• Failed checks information
• Direct link back to the anomaly in Qualytics

Linking an Existing Ticket

If a ticket already exists in ServiceNow, you can link it to an anomaly:

Step 1: Open the anomaly in Qualytics

Step 2: Click "Add" in the Linked Tickets section

Step 3: Select "Link Existing"

Step 4: Search by Incident number or short description

Step 5: Select the matching Incident to link

When linking an existing ticket:

• Anomaly details are appended to the existing incident description
• A work note is added documenting the linkage

Tip

Multiple tickets can be linked to a single anomaly if needed.

Viewing Linked Tickets

Once linked, tickets appear in the "Linked Tickets" section of the anomaly:

• Click "View" to open the ticket directly in ServiceNow
• The Incident number, status, and last sync timestamp are displayed

---

Key Integration Operations

Create Ticket

Creates a ServiceNow incident from a Qualytics anomaly with:

• Required fields: short_description, description, priority, urgency, impact
• Optional fields: category, subcategory, assigned_to, assignment_group
• Auto-included: Anomaly ID, status, type, failed checks, and link to Qualytics

Link Existing Ticket

Links an existing ServiceNow incident to an anomaly:

• Appends anomaly details to the existing description
• Adds a work note about the linkage

Sync Anomaly Status

When anomaly status changes in Qualytics:

• Adds a timestamped work note to the linked ServiceNow incident
• Example: [2024-01-15 10:30:00 UTC] Qualytics Anomaly Status: Acknowledged

Example: Acknowledging an anomaly in Qualytics:

The status change is reflected in ServiceNow as a work note:

Note

Status changes add work notes but do not change the incident's state. This preserves ITSM workflow control.

Sync Comments

When comments are added to anomalies in Qualytics:

• The comment text is synced to linked tickets as work notes
• Example: Comment from Qualytics: <user's comment>

---

Supported Features & Capabilities

Current Release Features

Feature	Status
Create Incident from anomaly	Supported
Link existing Incident to anomaly	Supported
Link multiple tickets to one anomaly	Supported
Sync anomaly acknowledge to ServiceNow	Supported
Sync anomaly archive (resolve) to ServiceNow	Supported
Push comments to ServiceNow work notes	Supported
Hyperlink from ServiceNow back to Qualytics anomaly	Supported
Basic Authentication (username/password)	Supported
Search existing ServiceNow tickets	Supported

Known Limitations

Feature	Status
Two-way sync (ServiceNow → Qualytics)	Not yet supported
See ServiceNow ticket state changes in Qualytics	Not yet supported
Drop-down fields populated from ServiceNow	Manual entry required
Multiple ServiceNow instances	Single instance only
Ticket types other than Incident (Defect, Enhancement, etc.)	Incident only
Auto-populate caller from logged-in user	Uses service account
OAuth 2.0 authentication	Basic auth only
HashiCorp Vault credential storage	Credentials stored in Qualytics
Automatic ticket creation from Flows	Not yet available

---

API Reference

This section provides technical details for administrators and developers who need to understand the underlying API operations.

Qualytics API Endpoints

For programmatic integration management, the following Qualytics API endpoints are available:

Ticketing Integration Endpoints

Operation	Method	Endpoint	Description
Get Ticketing Form Specification	GET	/api/integrations/ticketing/form-specification	Get the form specification for creating tickets
Search Tickets	GET	/api/integrations/ticketing/tickets/search	Search for tickets in ServiceNow
Get Ticket By Id	GET	/api/integrations/ticketing/tickets/{ticket_id}	Get a specific ticket by its ID
Create Ticket For Anomaly	POST	/api/integrations/ticketing/anomalies/{anomaly_id}/tickets	Create a new ticket linked to an anomaly

Anomaly Ticket Link Endpoints

Operation	Method	Endpoint	Description
Get Anomaly Ticket Links	GET	/api/anomalies/{anomaly_id}/ticket-links	Retrieve all ticket links for an anomaly
Create Anomaly Ticket Link	POST	/api/anomalies/{anomaly_id}/ticket-links	Create a new ticket link for an anomaly
Delete Anomaly Ticket Link	DELETE	/api/anomalies/{anomaly_id}/ticket-links/{link_id}	Delete a specific ticket link

---

Troubleshooting

Common Issues

Issue	Resolution
Connection failed	Verify instance URL format (https://your-instance.service-now.com), check credentials format (username:password), confirm service account is active
401 Unauthorized	Incorrect credentials; verify the username:password format is correct and that account is not locked
403 Forbidden	Service account lacks required roles; add itil role
Ticket created but missing fields	Category/Subcategory names must match exactly (case-sensitive); verify names in ServiceNow choice list
Assignment Group not set	Must use sys_id, not group name; copy sys_id from User Administration → Groups
Network timeout	Firewall may be blocking; ensure Qualytics IPs are allowlisted
Work notes not appearing	Verify the service account has permission to add work notes to incidents

Getting Support

If you encounter issues not covered above, contact Qualytics support:

• Email: support@qualytics.ai
• Slack: Your dedicated customer Slack channel

Please include: Instance URL (masked if needed), error messages, and steps to reproduce.

---

Appendix: Sample Payloads

Create Ticket Request

When creating a ticket from Qualytics, the following request is sent:

POST /api/integrations/ticketing/anomalies/{anomaly_id}/tickets

{
  "title": "My ticket description",
  "priority": "3",
  "urgency": "3",
  "impact": "3"
}

Create Ticket Response

{
  "ticket": {
    "ticket_id": "7a62213283aef210f9e89780deaad366",
    "ticket_number": "INC0010006",
    "title": "My ticket description",
    "description": "## Qualytics Anomaly Linked [2026-01-23 19:51:23 UTC]\n\n**Anomaly ID:** 824\n**Status:** Acknowledged\n**Type:** record\n**Detected:** 2026-01-22 13:22:40.780346+00:00\n\n**Failed Checks:**\n- The field 'max_value' has a value that falls outside the declared limits\n\n**View in Qualytics:** https://your-qualytics-instance.qualytics.io/datastores/23/anomalies?id=824\n",
    "status": "New",
    "priority": "5",
    "urgency": "3",
    "impact": "3",
    "category": "inquiry",
    "subcategory": "",
    "created_at": "2026-01-23T19:51:24",
    "updated_at": "2026-01-23T19:51:24",
    "resolved_at": null,
    "closed_at": null,
    "assigned_to": null,
    "assigned_group": null,
    "requester": null,
    "url": "https://your-instance.service-now.com/nav_to.do?uri=incident.do?sys_id=7a62213283aef210f9e89780deaad366",
    "comments_count": null,
    "metadata": {
      "work_notes": "",
      "close_notes": ""
    }
  },
  "anomaly_id": 824,
  "integration_id": 1,
  "message": "Ticket INC0010006 created and linked to anomaly 824"
}

Search Tickets Response

GET /api/integrations/ticketing/tickets/search?query=shared+folder

{
  "items": [
    {
      "ticket_id": "57af7aec73d423002728660c4cf6a71c",
      "ticket_number": "INC0009009",
      "title": "Unable to access the shared folder.",
      "description": "Unable to access the shared folder. Please provide access.",
      "status": "Unknown (New)",
      "priority": "4 - Low",
      "created_at": "2018-08-30T01:06:52",
      "updated_at": "2018-12-12T23:30:24",
      "assigned_to": null,
      "url": "https://your-instance.service-now.com/nav_to.do?uri=incident.do?sys_id=57af7aec73d423002728660c4cf6a71c"
    }
  ],
  "total": 1,
  "page": 1,
  "size": 50,
  "pages": 1
}