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
- 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
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.
Permissions
Users with the Manager or Admin role can configure the ServiceNow integration in Qualytics. See Permissions for details.
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.
Deep Dive
Understand how the ServiceNow integration works under the hood — data flow, behavior, state mappings, and field mapping.
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How It Works
Data flow direction, what gets synced, state mappings, field mapping, and key operations.
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Permissions
Roles required to configure and use the ServiceNow integration.
Managing
Set up the integration, create incidents, and manage links between anomalies and ServiceNow tickets.
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Configure ServiceNow
Create a service account and gather the values needed for Qualytics.
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Add Connection
Connect the ServiceNow integration in Qualytics.
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Edit Connection
Update Instance URL or credentials for the existing ServiceNow integration.
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Unlink Connection
Disconnect the ServiceNow integration from Qualytics.
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Create Ticket
Create a new ServiceNow Incident from an anomaly.
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Link Existing Ticket
Link an existing ServiceNow Incident to an anomaly.
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Unlink Ticket
Remove the link between an anomaly and a ServiceNow incident.
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Find ServiceNow Values
Look up Category, Subcategory, and Assignment Group values in ServiceNow.
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Tips & Tricks
How linked incidents appear in Qualytics and how status syncs to ServiceNow.