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ServiceNow Integration

ServiceNow is an IT Service Management solution that provides IT operational incident, problem, and change events 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. Follow the instructions reported in the ServiceNow page to set up the ServiceNow connection and configure the integration preferences.

After you add the ServiceNow connection, a new ServiceNow incident column appears in every Verify page. Below you can see an example of a Predefined Verification page:
ServiceNow colum in Verify

Create ServiceNow incidents​

ServiceNow incidents can be created in 2 different ways:

Automatically created by the Forward platform​

When the Auto-create incidents option is enabled, after a new Snapshot is collected, a ServiceNow incident is automatically created for each new Verification failure.

Manually created in the Verify application​

You can manually create a new ServiceNow incident for an active and failing Verification by clicking on Add/link in the ServiceNow incident column, select the Create a new incident option and provide the following incident details:

  • Incident Summary: The incident summary is used to populate the Short description field in the ServiceNow platform
  • Incident details (optional): The incident details are optional. When provided, it is used to populate the ** Description** field in the ServiceNow platform
  • Impact level: Impact levels are defined by the ServiceNow platform. Select a level from the drop-down menu
  • Urgency level: Urgency levels are defined by the ServiceNow platform. Select a level from the drop-down menu

The Forward platform pre-populates the details above with information already available for the given Verification and default values, but you can fully customize all of them.

Create ServiceNow Incident

ServiceNow Incident Details

Finally, click on Add at the bottom of the page. The number associated with the new incident will be reported in the Verify page along with a link to get the Incident Details Create ServiceNow Incident

You can create multiple incidents by selecting all the Verifications you want to create an incident for and clicking on the Add n incidents link Create Multiple ServiceNow Incidents

To link an existing ServiceNow incident to a Verification click on Add/link in the ServiceNow incident column, select the Link to an existing incident option, provide the Incident number, click on Check incident status to verify the incident exists in the ServiceNow platform and finally click on Add at the bottom of the page:

Link ServiceNow Incident

Incident Details​

To get the incident details, click on the link named after the incident number you are interested in: Create ServiceNow Incident

The Incident details tab shows the details:

ServiceNow Incident Details

The Incident number field provides a direct link to the incident in the ServiceNow platform:

Incident in ServiceNow

To remove an incident from the verification it's linked to, click on the link named after the incident number you want to remove: Create ServiceNow Incident

click on Unlink at the bottom of the page and click again Unlink in the warning dialog to confirm the operation:

ServiceNow Incident Unlink

Note that the incident is only unlinked in the Forward platform and it is not removed or resolved in the ServiceNow platform.
You can re-link the incident later

Incident Update​

Incident details are periodically updated from the ServiceNow platform but you can manually update them by clicking on the update icon next to the ServiceNow incident column name ServiceNow IncidentUpdate

Close incident when deactivating Verification​

When you deactivate a Verification with an associated open ServiceNow incident you are provided with the option to close the incident as well:

Create ServiceNow Incident

Click on Close incident or Keep incident open depending on the desired outcome.