Elementary’s ServiceNow integration enables creating ServiceNow incidents from incidents.

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Create a ServiceNow app (Admin required)

  1. Connect to your ServiceNow instance
  2. Navigate to the System OAuth -> Application Registry page
  1. Create a new application by clicking New -> Create an OAuth API endpoint for external clients
  1. Set the following fields:
    • Name: Elementary (Reccomended)
    • Redirect URL: https://prod.nango.elementary-data.com/oauth/callback
    • Logo URL: https://cdn.prod.website-files.com/65ec9eebc532cfda4df5fcd7/6781525ba8657fba8fa35446_Vector.svg (Optional)
  1. Save the application
  2. Go to the created application and copy the Client ID and Client Secret
  1. Navigate to System Definitions -> Table
  1. Select the Incident table
  1. Under Columns, click New
  2. Set the following fields:
    • Type: URL
    • Column Label: Elementary Link
    • Column Name: u_elementary_incident_url
  1. Click Submit

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How to connect your ServiceNow app

  1. Go to the Environments page on the sidebar.
  2. Select an environment and click connect on the Connect ticketing system card, and select ServiceNow.
  1. Fill in the app details:
    • Client ID: Client ID from the app you created in the previous step
    • Client Secret: Client Secret from the app you created in the previous step
    • Subdomain: The subdomain of your ServiceNow instance (e.g. for https://my-company.service-now.com, the subdomain is my-company)
  1. Click Connect
  2. Allow the app to access your ServiceNow instance. This step may require admin approval.
  1. Choose a group to assign the incidents to
  1. Click Save

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Creating ServiceNow incident from incidents

When an incident is created, you can create a ServiceNow incident from the incident page by simply clicking on “Create ticket”. The incident will automatically be created in ServiceNow, in the group you chose upon connecting ServiceNow. After the ticket is created you can see the ServiceNow incident link in the incident page. The incident will also contain a link to the incident in Elementary.
Note: Elementary will not update the incident in ServiceNow when the incident is resolved or changed in any way