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Add ServiceNow Connection

Connect the ServiceNow integration in Qualytics using the instance URL and the service account credentials you set up in ServiceNow. The credentials are validated against your instance before anything is saved, so the connection is only created once ServiceNow accepts them.

Prerequisites

Complete the Configure ServiceNow steps first to create the service account and gather the instance URL.

Permissions

Users with the Manager or Admin role can connect the ServiceNow integration. See the Permissions page for details.

Field reference

The Add ServiceNow Integration modal is laid out in two groups.

Connection Properties

Field Required Type Description
Instance URL Text The full instance URL, for example https://your-instance.service-now.com. Do not include a trailing slash.
Credentials Secret The service account username and password joined by a colon, in the format username:password, for example qualytics_integration:YourSecurePassword123. The value is masked once saved.

Basic authentication only

The colon-separated pair is what Basic Authentication expects. OAuth 2.0 and credential storage in an external secrets manager are not supported. See What It Does Not Do.

Sync Settings

Field Required Type Description
Two-way sync Toggle On by default. Work notes and status notes are posted to every linked incident, and any single incident can still be set to read only from its card. Turn it off to make the whole integration read only, so incident state, title, and comments are still read back and nothing is written to ServiceNow.
Anomaly status sync Toggle Off by default. When on, anomaly statuses and incident states move together through the mapping below. When off, incident states are still read back and shown on the ticket cards, but neither side moves the other.
Mapping Dialog Pairs each anomaly status with an incident state. Available only while Anomaly status sync is on.

The switch title names the state it is in, so Two-way sync reads Read only once it is off, and Anomaly status sync reads Anomaly status not synced. While status sync is on, a badge next to it names the direction the sync runs in, Two-way or Read only, set by the switch above it.

Status Mapping

The Mapping row opens the Status Mapping dialog, with one row per anomaly status. Each row asks the same question: when an anomaly reaches this status, what state should its incidents sit in? The same pairing is read in reverse, so an incident arriving at that state moves the anomaly back.

Anomaly status What it means What to pair it with in ServiceNow
Active Detected and awaiting triage. New, the state an incident opens in.
Acknowledged Reviewed by someone, still needs follow-up. In Progress, or On Hold when the work is waiting on someone else.
Resolved A real concern that has been addressed. Resolved, or Closed when your process closes incidents outright.
Duplicate The same issue as another anomaly. A closing state. Pair it with the same one as Resolved unless your process tracks duplicates separately.
Invalid Not a real data quality concern. Canceled, when your process uses it, so a false positive is not counted as work delivered.
Discarded No longer relevant or under review. A closing state, the same choice as Invalid.

ServiceNow fixes the incident states rather than letting each project define them, so the dialog always offers the same six: New, In Progress, On Hold, Resolved, Closed, and Canceled. There is no project to pick first, and the states load as soon as the connection properties are filled in. See Incident States for what each one means.

The rows do not start empty. Turning Anomaly status sync on pairs Active with New, Acknowledged with In Progress, and each of the four archived statuses with Resolved. Four of the six statuses archive the anomaly, so in most processes they end up pointing at the same closing state. Splitting them is worth it only when your ServiceNow reports treat those outcomes differently.

Three rules apply while you fill the dialog:

  • A row can be left out. Clearing it makes the field read Leave unchanged, and that anomaly status then moves no incident and is never moved by one. At least one row has to be paired, so saving with status sync on and nothing mapped is refused.
  • A state can be typed in. The field keeps a name that is not in the list, which covers an instance with customized states. Qualytics recognizes only the six above by name, so anything else reads back on the card as Unknown with its code.
  • Reset starts the rows over. The Reset button reloads the states from your instance and fills the rows with the defaults again, discarding the edits made since the dialog opened. It leaves the dialog open so you can check the result, and Apply is still what saves it. Cancel closes the dialog and leaves the saved mapping alone.

For what each sync mode writes and reads, see Read only and two-way sync and Anomaly status sync.

What Happens When You Save

Qualytics tests the credentials against the instance before storing anything, by asking ServiceNow for a single incident. Nothing is saved when that call fails, so a refused connection leaves no half-configured integration behind.

Four things are worth checking when it is refused:

  • The instance URL is complete, starts with https://, and has no trailing slash.
  • The credentials are one string in the form username:password.
  • The service account holds the itil role and is active.
  • The deployment can reach the instance, and the instance allows the deployment's addresses through.

For what each failure looks like and how to resolve it, see Troubleshooting.

Steps

Step 1: In the left side panel, click Settings .

Step 2: The Connections tab opens by default. Click the Integrations tab.

Step 3: Scroll to the Ticketing group, find the ServiceNow row, and click Connect . The Add ServiceNow Integration modal opens.

Step 4: Fill in the fields. See the Field reference above for what each one holds and which are required.

Step 5: If you turned Anomaly status sync on, click the Mapping row to open the Status Mapping dialog, pair each anomaly status with an incident state, and click Apply.

Step 6: Click Create. Qualytics validates the credentials against your instance, and a success message appears with the ServiceNow row now showing Connected and your instance URL.