ServiceNow Sync

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In ServiceNow

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Create User

1. Login to ServiceNow instance console, select ALL, enter USERS and select Organization-Users.
2. Click New to create a new user.
3. On the edit page, enter: flashduty for User ID.
4. Keep Password needs reset, Web service access only, and Internal Integration User unchecked.
5. Submit to save.

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Configure User

User Role Description itil: This role’s primary use in Flashduty is limited to getting, creating, and updating ServiceNow Incidents when syncing—no other operations are involved. personalize_dictionary: This role’s primary use in Flashduty is limited to getting fields from the ServiceNow Incident Table—no other operations are involved. For more information about these two roles’ permission scope, refer to ServiceNow official documentation

1. On the user list page, find the newly created flashduty user and enter the configuration page.
2. On the edit page, click Set Password to set a password.
3. Click Roles to add personalize_dictionary and itil roles (personalize_dictionary permission is not needed if you don’t need to configure custom field mapping).
4. Click Update to save configuration.

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In Flashduty On-call

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Configure Integration

1. Integration Name: Define a name for the current integration.
2. Management Team: When a management team is selected, only team members and tenant administrators can edit this integration.
3. Channel: Select channels where this integration takes effect.
4. Sync Direction:
   • To_ServiceNow: Sync Flashduty incidents to ServiceNow.
   • From_ServiceNow: Sync ServiceNow Incidents to Flashduty.
   • Two-way: Flashduty and ServiceNow sync mutually.
5. Trigger Mode:
   • Auto Trigger: Configure conditions; Flashduty On-call will automatically sync incidents matching the conditions to ServiceNow.
   • Manual Trigger: Manually trigger ServiceNow sync from More Actions in incident details (the integration configuration name is the trigger name).
6. Severity Mapping:
   • ServiceNow’s Priority is jointly determined by Impact and Urgency values, so refer to ServiceNow’s Priority Lookup Rules for configuration.
   • Flashduty incident severity only updates when ServiceNow Incident’s Urgency changes.
   • Due to Flashduty following minimum permissions, it cannot get ServiceNow’s Impact and Urgency lists, so only default values are provided. Contact technical support for custom mapping.
7. Custom Field Mapping: Map labels or custom fields from incidents to corresponding text fields in ServiceNow tickets for automatic information filling. This feature supports syncing common context information (like service name, instance address, metric name) to ServiceNow for subsequent investigation and tracking.
   • Only supports target fields of single-line or multi-line text type.
   • Supports extracting values from incident labels (like service, instance) or custom properties.
   • If source field is empty, target field remains empty and won’t overwrite existing content.
   • Mapping configuration is managed uniformly in integration settings—no need to fill in manually each time.

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In ServiceNow

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Manual Sync

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Configure UI Action

1. Login to ServiceNow instance console, select ALL, enter UI Actions and select System Definition-UI Actions.
2. Click New to create a new Action.
3. Enter: Send To Flashduty for Name, select Incident for Table.
4. Keep Form button, Active, Show insert, Show update, Client, List v2/3 Compatible checked.
5. Enter: onClick(); for Onclick.
6. Enter for Script:
   Copy

   function onClick() {
     g_form.save();
   
     var ga = new GlideAjax("IncidentWebhookHelperAjax");
     ga.addParam("sysparm_name", "sendWebhook");
     ga.addParam("sysparm_sys_id", g_form.getUniqueValue());
   
     ga.getXMLAnswer(function (response) {
       alert("Webhook Triggered: " + response);
     });
   }
   
7. Submit to save.

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Configure Script Include

1. Login to ServiceNow instance console, select ALL, enter Script Includes and select System Definition-Script Includes.
2. Click New to create a new Script Include.
3. Enter: IncidentWebhookHelper for Name, select All application scopes for Accessible from.
4. Keep Client callable and Active checked.
5. Enter the following for Script, replacing request.setEndpoint with the integration’s push URL:

var IncidentWebhookHelper = Class.create();
IncidentWebhookHelper.prototype = {
  initialize: function() {},

  sendIncidentWebhook: function(current) {
      function getLastComment(sysId) {
          var journalGR = new GlideRecord('sys_journal_field');
          journalGR.addQuery('element_id', sysId);
          journalGR.addQuery('element', 'comments');
          journalGR.orderByDesc('sys_created_on');
          journalGR.setLimit(1);
          journalGR.query();
          if (journalGR.next()) {
              return journalGR.getValue('value');
          }
          return '';
      }

      var body = {
          action_type: current.isNewRecord() ? 'insert' : 'update',
          number: current.getValue("number"),
          sys_id: current.getUniqueValue(),
          short_description: current.getValue("short_description"),
          description: current.getValue("description"),
          impact: current.getDisplayValue("impact"),
          urgency: current.getDisplayValue("urgency"),
          comments: getLastComment(current.getUniqueValue()),
<label name='field_mapping' tab='10'>{original.key}: current.getDisplayValue("{original.key}")</label>
      };

      try {
          var request = new sn_ws.RESTMessageV2();
          request.setHttpMethod("POST");
          request.setEndpoint("PUSH URL");
          request.setRequestHeader("Content-Type", "application/json");
          request.setRequestBody(JSON.stringify(body));
          request.executeAsync();
          } catch (ex) {
          gs.error("Webhook Call failed: " + ex.message);
      }
  },
  type: 'IncidentWebhookHelper'
};

6. Submit to save.
7. Return to Script Includes list and continue creating.
8. Click New to create a new Script Include.
9. Enter: IncidentWebhookHelperAjax for Name, select All application scopes for Accessible from.
10. Keep Client callable and Active checked.
11. Enter the following for Script:
    Copy

    var IncidentWebhookHelperAjax = Class.create();
    IncidentWebhookHelperAjax.prototype = Object.extendsObject(
      global.AbstractAjaxProcessor,
      {
        sendWebhook: function () {
          var sysId = this.getParameter("sysparm_sys_id");
          var gr = new GlideRecord("incident");
          if (gr.get(sysId)) {
            var helper = new IncidentWebhookHelper();
            helper.sendIncidentWebhook(gr);
            return "Success";
          }
          return "Request failed";
        },
      }
    );
    
12. Submit to save.

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Auto Sync

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Configure Business Rules

1. Login to ServiceNow instance console, select ALL, enter Business Rules and select System Definition-Business Rules.
2. Click New to create a new Business Rule.
3. Enter: Send To Flashduty for Name, select Incident for Table.
4. Keep Advanced and Active checked.
5. In the When to run area, select async for When, keep Insert and Upsert checked, configure others as needed.
6. In the Advanced area, enter the following for Script, replacing endpoint with the integration’s push URL

(function executeRule(current, previous) {
  function getLastComment(recordSysId) {
    var journalGR = new GlideRecord("sys_journal_field");
    journalGR.addQuery("element_id", recordSysId);
    journalGR.addQuery("element", "comments");
    journalGR.orderByDesc("sys_created_on");
    journalGR.setLimit(1);
    journalGR.query();
    if (journalGR.next()) {
      var comment = journalGR.getValue("value");
      return comment;
    }
    return "";
  }

  var operation = current.operation() || "unknown";
  var isPreviousNull = previous === null;
  var createdOn = current.getValue("sys_created_on");
  var updatedOn = current.getValue("sys_updated_on");
  var isNewRecord = createdOn === updatedOn;

  var action = "update";
  if (isPreviousNull && isNewRecord) {
    action = "insert";
  }

  var body = {
    action_type: action,
    number: current.getValue("number"),
    sys_id: current.getUniqueValue(),
    short_description: current.getValue("short_description"),
    description: current.getValue("description"),
    state: current.getDisplayValue("state"),
    impact: current.getDisplayValue("impact"),
    urgency: current.getDisplayValue("urgency"),
    comments: getLastComment(current.getUniqueValue()),
<label name='field_mapping' tab='4'>{original.key}: current.getDisplayValue("{original.key}")</label>

  };

  try {
    var endpoint = "";
    var request = new sn_ws.RESTMessageV2();
    request.setHttpMethod("POST");
    request.setEndpoint(endpoint);
    request.setRequestHeader("Content-Type", "application/json");
    request.setRequestBody(JSON.stringify(body));
    request.executeAsync();
  } catch (ex) {
    gs.error("Error sending webhook: " + ex.message);
  }
})(current, previous);

7. Submit to save.

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Sync Information

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Form Fields

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Status Mapping

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Priority Mapping

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FAQ