Connect to ServiceNow

The ServiceNow integration is available on request. To enable it for your environment, contact your Customer Success Manager.

Connect Ataccama ONE to ServiceNow to track and resolve data quality alerts in your existing workflows. Once connected, you can escalate alerts to ServiceNow manually or automatically using escalation policies.

The Ticketing page in Global settings showing the Jira section with a Connect button and the ServiceNow section with a connected integration and three entry points listed

Before you begin

You must have Admin permission in the Alerts & data observability permissions model. See Manage Alert Permissions for details.
You need credentials for your ServiceNow instance. The credentials required depend on the authentication type you choose.

Add a ServiceNow connection

Go to Global settings > Alerting > Ticketing.

To access Global settings, select the Ataccama logo.
Under ServiceNow, select Add connection.
In the Connect ServiceNow dialog, enter a Connection name.
Enter the Instance URL for your ServiceNow instance.

Select an Authentication type and provide the required credentials:

OAuth2 (recommended): Enter the Client ID and Client Secret. Obtain these from System OAuth > Application Registry in your ServiceNow instance.
API Key: Enter your API Key.

Basic: Enter your Username and Password.

Basic authentication ties the connection to one person’s credentials. If their password changes or their account is deactivated, the connection breaks. For production use, OAuth2 with a dedicated service account is recommended.

Select Test connection to verify the credentials.
Select Add connection.

Add an entry point

An entry point defines how ONE creates tickets in ServiceNow — which ServiceNow table to target and how alert fields map to ServiceNow fields. You must add at least one entry point before users can escalate alerts.

Under your ServiceNow connection, select Add entry point.
In the Add entry point dialog, complete the Configuration step:
1. Enter an Entry point name.
2. In the Mapping configuration dropdown, select an existing mapping or Create new mapping.
3. Select a ServiceNow table.
  
  This determines the ticket type created, for example Incident or Problem.
In the Field mappings section, map ServiceNow fields to the corresponding ONE fields.

For example, map the ServiceNow Urgency field (integer) to the ONE Severity field.
Select Next step.
On the Test & save step:
1. Select a sample alert from the Alert data (input) dropdown to preview how the field mapping will look.
2. Optionally, select Send test ticket to create a test ticket in your ServiceNow instance and verify the output.
  
  If successful, the ServiceNow ticket ID and a link to the ticket are shown.
Select Save.

The entry point appears in the list under your connection, showing the target table and how many escalation policies and alerts are using it.

Edit or delete an entry point

Select Edit entry point or Delete entry point from the three-dot menu next to the entry point.

Next steps

Escalate Alerts — Learn how to escalate alerts to ServiceNow manually or automatically using escalation policies.

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