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ServiceNow Incident Management

ServiceNow IT Service Management (ITSM) is a ServiceNow product that provides incident, problem, and change management. The Forward platform can be configured to integrate with ServiceNow to create new incidents for or link existing incidents to a failing verification check in the Verify application. This page provides the instructions to add, configure, update and delete the ServiceNow Integration. Please refer to the ServiceNow Integration page to see how to leverage it in the Verify application.

Add ServiceNow Integration​

To add the ServiceNow integration, navigate to Settings, System, Integrations, click on the Add button in the ServiceNow section.

Add ServiceNow Integration

Provide all the required info:

  • ServiceNow instance URL: The full ServiceNow instance URL.
  • Authentication type: Both user-based and token-based authentication are supported.

Configure ServiceNow connection

Finally, click on Add.

The App URL (configured in System > General) is used as the base URL for any links to the Forward application included in incidents that are automatically created/updated. The ServiceNow integration will be shown as Enabled in the Integrations page:

ServiceNow Connection Enabled

ServiceNow Preferences​

You can change the ServiceNow preferences by clicking on the Preferences icon on the right side:

ServiceNow Connection Preference

  • Auto-create incidents: After a new Snapshot is collected, automatically create ServiceNow incidents for all new Verification failures. This option is disabled by default.
  • Auto-update incidents: After a new Snapshot is collected, automatically update ServiceNow incidents that are linked to Verifications. This option is enabled by default.

and finally, click on Update.

Editing ServiceNow Connection Settings​

To edit the ServiceNow connection settings, click on the Connection gear icon, edit the settings and finally click on Update.

Edit ServiceNow Connection

Enabling/Disabling ServiceNow Integration​

To enable or disable the ServiceNow integration, simply click on the ServiceNow toggle button in the Integrations page.

Enable/Disable ServiceNow Connection

Deleting ServiceNow Integration​

To delete the ServiceNow integration, disable it and click on the Delete icon on the right.

warning

Deleting the ServiceNow connection will also unlink all incidents from Verifications in Forward Enterprise.

Delete ServiceNow Connection

finally click on Delete to unlink all the incidents and permanently delete the ServiceNow integration.

ServiceNow APIs​

Test connection to ServiceNow instance​

GET api/now/v2/table/incident?sysparm_limit=1

Add an incident​

POST api/now/v2/table/incident

with body that has details of summary, details, impact and urgency.

Get an incident's details​

GET api/now/v2/table/incident?sysparm_query=number={incidentNumber}

Get incidents states​

GET api/now/v2/table/incident?sysparm_query=number={incidentNumber}&sysparm_fields=number,incident_state&sysparm_limit=1

Close or Resolve or Update work notes for an incident​

PUT api/now/v2/table/incident/{sysId}

with body that has details of incident_state, close_code, close_notes and work_notes