# ServiceNow ServiceNow Introduction

Source: https://userguide.qualytics.io/settings/integrations/ticketing/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

> **Info: 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.

> **Info: Permissions**
>
> Users with the **Manager** or **Admin** role can configure the ServiceNow integration in Qualytics. See [Permissions](https://userguide.qualytics.io/settings/integrations/ticketing/servicenow/deep-dive/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](https://userguide.qualytics.io/settings/integrations/ticketing/servicenow/deep-dive/how-it-works/)
- **Sync Behavior**

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

  [Sync Behavior](https://userguide.qualytics.io/settings/integrations/ticketing/servicenow/deep-dive/sync-behavior/)
- **Requirements**

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

  [Requirements](https://userguide.qualytics.io/settings/integrations/ticketing/servicenow/deep-dive/requirements/)
- **Best Practices**

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

  [Best Practices](https://userguide.qualytics.io/settings/integrations/ticketing/servicenow/deep-dive/best-practices/)
- **Permissions**

  Roles required to configure and use the ServiceNow integration.

  [Permissions](https://userguide.qualytics.io/settings/integrations/ticketing/servicenow/deep-dive/permissions/)

---

## How-tos

Set up the integration. Opening, linking, and unlinking incidents happens on the anomaly, so those steps live under [Anomalies](https://userguide.qualytics.io/anomalies/overview/).

- **ServiceNow Configuration**

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

  [ServiceNow Configuration](https://userguide.qualytics.io/settings/integrations/ticketing/servicenow/how-tos/configure-servicenow/)
- **Find ServiceNow Values**

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

  [Find ServiceNow Values](https://userguide.qualytics.io/settings/integrations/ticketing/servicenow/how-tos/find-servicenow-values/)
- **Add ServiceNow Connection**

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

  [Add ServiceNow Connection](https://userguide.qualytics.io/settings/integrations/ticketing/servicenow/how-tos/connection/add-connection/)
- **Edit ServiceNow Connection**

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

  [Edit ServiceNow Connection](https://userguide.qualytics.io/settings/integrations/ticketing/servicenow/how-tos/connection/edit-connection/)
- **Disconnect ServiceNow**

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

  [Disconnect ServiceNow](https://userguide.qualytics.io/settings/integrations/ticketing/servicenow/how-tos/connection/disconnect/)

---

## Reference

- **Troubleshooting**

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

  [Troubleshooting](https://userguide.qualytics.io/settings/integrations/ticketing/servicenow/troubleshooting/)
- **API**

  The integration and connection form endpoints, with sample requests.

  [API](https://userguide.qualytics.io/settings/integrations/ticketing/servicenow/api/)
- **FAQ**

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

  [FAQ](https://userguide.qualytics.io/settings/integrations/ticketing/servicenow/faq/)

*Last updated: November 3, 2026.*