ServiceNow is a SaaS solution that solves a broad range of problems, 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. You also have the possibility to perform two-way- and scheduled synchronization, meaning you can maintain your data in Ardoq and sync it back to ServiceNow.

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.

Ardoq ServiceNow integration

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

*Note: 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:

Ardoq integrations

2. Click the ServiceNow logo:

Ardoq ServiceNow

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

Ardoq ServiceNow connection

To create a new connection:

Ardoq ServiceNow create 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:

Ardoq import ServiceNow tables
  • 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.

Ardoq ServiceNow select source data

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

Ardoq ServiceNow fields
  • 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.

Ardoq ServiceNow fetch data

7. Select a table to configure its columns, and navigate to Components. Although all ServiceNow tables contain components, references can be created using column configurations. See the 'Create references' section below for a step-by-step guide on how to create references.

8. Select the Ardoq workspace to import the table into. You can either select an existing workspace or type a name to create a new one.

9. Configure the columns to map values to the correct Ardoq concepts.

Ardoq ServiceNow configure columns

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

Ardoq ServiceNow test import

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

Create references

A) Create a reference based on the Sys ID

Ardoq ServiceNow create a reference
  • Column 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

Ardoq ServiceNow create reference

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.

Ardoq ServiceNow scheduled import

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.

Ardoq ServiceNow schedule

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

Ardoq ServiceNow schedule management

2-way sync

2-way sync lets you sync data back to ServiceNow after making modifications to the data in Ardoq.

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.

Ardoq ServiceNow 2-way sync

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

Ardoq ServiceNow test export

Clicking "Export all" will apply the changes in your Service Now 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.

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

Learn more 👉

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