ServiceNow Integration

Connect a ServiceNow instance to pull ticket volume, response time, and SLA results into DigitalCore as performance actuals.

What syncs

• Incidents and requests. Counts and status updates flow into performance KPIs (volume, backlog, ageing).
• Response and resolution times. Pulled in as actual values for matching KPI items.
• SLA results. Met / breached counts feed the performance score.
• Assignment groups. Used to map tickets to the right engagement.

Before you start

You need:

• ServiceNow admin access (or a service account with rest_api_explorer and read on the tables you want to sync).
• The ServiceNow instance URL (for example https://yourcompany.service-now.com).
• An OAuth client created in ServiceNow under System OAuth, then Application Registry.

Connect ServiceNow

1. Go to Configure, then Integrations.
2. Click Connect ServiceNow.
3. Enter the instance URL.
4. Paste the OAuth client ID and secret.
5. Click Authorize and sign in. ServiceNow shows the scopes DigitalCore is requesting.
6. Approve.

Map data

After connecting:

1. Map ServiceNow assignment groups (or business services) to DigitalCore engagements.
2. Map ticket categories to performance KPI items (for example, P1 incident count, average resolution time).
3. Pick the SLA definitions to track.

Sync schedule

DigitalCore polls ServiceNow every 15 minutes. Click Sync now to refresh on demand.

Disconnect

Click Disconnect in the integrations panel. Past synced data stays. New data stops flowing.

Related

• QuickBooks Integration
• Performance domain
• Notification Channels