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ServiceNow Introduction

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
  • Cross-Reference Linking: Each ServiceNow ticket contains a hyperlink back to its 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

Qualytics posts comments and status notes to incidents, and reads each incident's state back. With Anomaly status sync on, a status mapping keeps the anomaly and its incidents in step in both directions. Work notes written in ServiceNow are not imported.

Permissions

Users with the Manager or Admin role can configure the ServiceNow integration in Qualytics. See Permissions for details.

Deep Dive

Understand how the ServiceNow integration works internally: data flow, behavior, and field mapping.

  • How It Works

    Data flow direction, what gets synced, field mapping, and what the integration can and cannot do.

    How It Works

  • Sync Behavior

    What happens on each operation: creating and linking incidents, the incident states, and the two sync modes.

    Sync Behavior

  • Requirements

    The ServiceNow instance, the account Qualytics authenticates as, and what it must be allowed to do.

    Requirements

  • Best Practices

    Reading the Tickets panel, and the choices that keep incidents and anomalies in step.

    Best Practices

  • Permissions

    Roles required to configure and use the ServiceNow integration.

    Permissions

How-tos

Set up the integration. Opening, linking, and unlinking incidents happens on the anomaly, so those steps live under Anomalies.

  • ServiceNow Configuration

    Create the service account in ServiceNow, verify its API access, and gather the values Qualytics asks for.

    ServiceNow Configuration

  • Find ServiceNow Values

    Look up the category, subcategory, and the sys_id of an assignment group.

    Find ServiceNow Values

  • Add ServiceNow Connection

    Connect the integration with the instance URL and the service account credentials.

    Add ServiceNow Connection

  • Edit ServiceNow Connection

    Change the instance URL, the credentials, or the sync settings.

    Edit ServiceNow Connection

  • Disconnect ServiceNow

    Remove the integration and every anomaly-incident link with it.

    Disconnect ServiceNow

Reference

  • Troubleshooting

    Symptoms, causes, and resolutions for setup, incident creation, freshness, and status sync.

    Troubleshooting

  • API

    The integration and connection form endpoints, with sample requests.

    API

  • FAQ

    Common issues with authentication, permissions, role configuration, ticket creation, and sync behavior.

    FAQ