ServiceNow Sync
In ServiceNow
Create User
1.
ALL, enter USERS and select Organization-Users.2.
New to create a new user.3.
flashduty in the User ID field.4.
Password needs reset, Web service access only, and Internal Integration User unchecked.5.
Configure User
1.
flashduty user and go to the configuration page.2.
Set Password to set a password.3.
Roles to add admin and itil roles.4.
Update to update the configuration.
In Flashduty
Configure Integration
Priority Lookup Rules for configuration. Additionally, note that only when ServiceNow Incident's Urgency changes will it trigger updates to Flashduty incident severity.In ServiceNow
Manual Sync
Configure UI Action
1.
ALL, enter UI Actions and select System Definition-UI Actions.2.
New to create a new Action.3.
Name, select Incident in Table.4.
Form button, Active, Show insert, Show update, Client, List v2/3 Compatible checked.5.
Onclick.6.
Script:7.
Configure Script Include
1.
ALL, enter Script Includes and select System Definition-Script Includes.2.
New to create a new Script Include.3.
Name, select All application scopes in Accessible from.4.
Client callable and Active checked.5.
Script, where you need to add the integration push URL in request.setEndpoint:Note: The body configures default receiving fields. If you have custom fields that need to be synced to Flashduty, you need to manually add content to the body. For example, if you want to add a field named: test_001 (this field name can be obtained when adding custom fields in the integration configuration, do not use the field name displayed in the ServiceNow Incident form), then you need to add to the body: test_001: current.getDisplayValue("test_001").
6.
7.
8.
New to create a new Script Include.9.
Name, select All application scopes in Accessible from.10.
Client callable and Active checked.11.
Script:12.
Auto Sync
Configure Business Rules
1.
ALL, enter Business Rules and select System Definition-Business Rules.2.
New to create a new Business Rule.3.
Name, select Incident in Table.4.
Advanced and Active checked.5.
When to run section, select async in When, keep Insert and Upsert checked, configure others as needed.6.
Advanced section, enter the following content in Script, where you need to add the integration push URL in endpoint:Note: The body configures default receiving fields. If you have custom fields that need to be synced to Flashduty, you need to manually add content to the body. For example, if you want to add a field named: test_001 (this field name can be obtained when adding custom fields in the integration configuration, do not use the field name displayed in the ServiceNow Incident form), then you need to add to the body: test_001: current.getDisplayValue("test_001").
7.
Sync Information
Form Fields
| ServiceNow | Flashduty | Notes |
|---|---|---|
| Short_description | Title | |
| Description | Description | |
| Additional comments | Comments | |
| State | Progress | |
| Urgency | Severity | |
| Others | Custom Fields |
Status Mapping
| ServiceNow | Flashduty | Notes |
|---|---|---|
| New | Trigger | |
| In Progress | Processing | |
| On Hold | Snoozed | Default snooze 2 hours |
| Resolved | CLosed | |
| Closed | CLosed | |
| Canceled | CLosed |
Priority Mapping
| ServiceNow | Flashduty | Notes |
|---|---|---|
| Low | Info | |
| Medium | Warning | |
| High | Critical |
微信扫码交流修改于 2025-08-11 10:08:47