ServiceNow is a SaaS that offers a large set of capabilities, such as configuration- and incident management.

With the current ServiceNow integration, you can fetch data from ServiceNow and import it as components and references into Ardoq. The possibility to perform two-way- and scheduled synchronization is also on its way.

Follow these steps to set up the integration:

ServiceNow setup:

1.) Navigate to the ServiceNow Store and search for "Ardoq".

2.) Install the Ardoq add-on on your ServiceNow instance. You will need ServiceNow HI credentials to install add-ons. Contact your company ServiceNow admin if needed.

3.) Log into your ServiceNow instance and setup an integration user. We recommend that you create dedicated users with table-permissions limited to exactly the data you want to sync with Ardoq.

3a.) Assign the role "" to your integration user. Without this role, the user will not be permitted to use the integration.

Ardoq setup:

1.) Navigate to the Integrations page:

2.) Click the ServiceNow logo:

3.) Create a new ServiceNow connection or select an existing one:

3a) Create a new connection:

Name: The name of this ServiceNow connection, so it can be identified in the list.
Base URL: The URL to your ServiceNow instance
Authentication: Your ServiceNow username and password separated by a colon.

The initial call, to fetch the available tables for the current user, can be a bit slow because it's checking permissions on each table.

4.) Select the tables you want to import:

  • The list is filtered based on the provided user's access rights. Depending on your user's roles, that might take some time.
  • You can use the search input to filter the list of tables.
  • Click the checkbox for each table you want to import, and they will be added to the sidebar ready for configuration of fields. Alternatively, click the body of a row to be taken to that table's field selector directly.

5.) Configure the fields you want to import for each of the tables:

  • Again, you can use the search-input to filter the list of fields.
  • Click each field you want to import or click the Select All button to import all fields.
  • Reference fields will show two entries in the field list: the label of the reference, and the ServiceNow sys-id of the referenced record. This allows you to create references based on either the ID or name.

6.) Click the "Fetch data" button in the top right corner to pull data from ServiceNow, and begin configuring the import to Ardoq. After this point, the import process uses the same interface for configuration as for Excel imports.

7.) For each of the tables in the import, select it from the list to be taken to a screen for configuring its columns.

7a) Select "components". Although all ServiceNow tables contain components, references can be created using column configurations. See below for more on how to create references.

7b) Select the Ardoq workspace to import the table in to. You can either select an existing workspace, or type a name to create a new one.

7c) Configure the columns to map values to the correct Ardoq concepts.

8.) Click the Test Import button to get a summary of what the import result will be.

9.) Finally, click the Import All button to execute the actual import.

Create references

A) Create a reference based on the Sys ID

Colum type: To create a reference, select the Reference type.
Workspace: This is the workspace where the referenced component exists, or will exist after import.
Type: This is the reference type, for instance, Uses, Implicit etc.
Format: Select Custom ID to reference by the target components' sys_id field.
Field name: The name of the field on the target components which contains its sys_id.

B) Create a reference based on the component name

Follow the same steps as above, only for Format select Component path instead. This will create references based on the name of the targeted components.

Scheduled import

You have the option top schedule your import after a successful test run.

Clicking the "Create schedule" button will take you to the schedule management page where you can define the interval of your scheduled import. Currently the importer supports "Daily" and "Weekly" schedules.

Clicking "Save schedule" takes you to the schedule overview page. From here you can view your current schedules and manage them.

2-way sync

We have a beta-feature available that let's you sync data back to ServiceNow after making modification to the data in Ardoq. If you want to test the feature, please reach out to your CSM that will be able to enable the feature for your organization.

After going through the normal steps (as you do with an import) selecting tables and columns and doing the column mapping, you will now have a "Test export" button available.

Clicking this will do a test run to and provide you with a summary of what will change in ServiceNow.

Clicking "Export all" will apply the changes in your ServiceNow instance.

Note that for an export to work you will have to have performed an import from ServiceNow earlier where you included the "Sys Id" column for the tables in question. The "Sys Id" column must have been mapped as a "Custom Id" during column mapping. This way, the exporter is able to match Ardoq elements with ServiceNow elements.

Troubleshooting export:

If the ServiceNow data was unchanged even after a seemingly successful export in Ardoq, make sure your user has write-access to the tables in question.

Also, have a look at this video that demonstrates how to create references:

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