# ServiceNow

### What you get

* **One-click escalation from any request.** Click **Escalate ticket** in the request side panel, pick a ServiceNow table and assignment group, and a linked record is created with the Siit context pre-filled.
* **Workflow-driven ticket creation.** Use **Create ServiceNow ticket** as a workflow step, with approval gating where needed.
* **Audit trail.** Every ServiceNow action triggered from Siit is recorded on the request timeline.

### How it works

1. From the request side panel, click **Escalate ticket** and pick **ServiceNow**.
2. Choose the table (Incident, Request, Change, etc.), assignment group, priority, and required fields. Fill in the short description and description.
3. Submit. Siit creates the ServiceNow record, links it back to the Siit request, and posts the link on both sides.

The same flow is available in workflows (as a **Create ServiceNow ticket** action).

### What syncs from ServiceNow

* **Records created from Siit** — every escalated ticket is tracked with its ServiceNow number, table, and link.
* **Links** — preserved between the Siit request and the ServiceNow record, visible on both sides.

> **Note** — bi-directional status sync is not currently available for ServiceNow. Track resolution either through the ServiceNow link on the request or by manually closing the Siit request when work is done.

### Custom field mapping

> **Coming soon.** Custom field mapping for ServiceNow is on our roadmap. For now, you can set the standard record fields when escalating. To track which fields are exposed, reach out via the in-app chat.

### Connect ServiceNow

ServiceNow setup varies by tenant configuration. You'll need:

* A ServiceNow admin to create an integration user with REST API access to the relevant tables (Incident, Request, etc.).
* Your ServiceNow instance URL.

For the recommended setup for your tenant, reach out to support via the in-app chat — we'll work with you to scope and configure the connection correctly.

1. In Siit, go to **Settings → Integrations**, find **ServiceNow** in the Ticketing section, and click **Connect**.
2. Enter your ServiceNow instance URL and integration user credentials.
3. Pick the table(s) and assignment group(s) available for escalation.
4. Test by escalating a sample request from Siit to ServiceNow.

### Common workflows

**Incident escalation.** *Trigger: Tag "incident" added. Actions: Create ServiceNow Incident in the IT Ops group → Set Siit priority to High → Post to #it-incidents.*

**Change request handoff.** *Trigger: Service = "Infrastructure change". Actions: Manager approval → Create ServiceNow Change record → Notify requester.*

### Troubleshooting

**"401 Unauthorized" on connect.** The integration user password is wrong or the account has been locked. Reset and update Siit.

**Tables or groups missing.** The integration user lacks REST API access to that table or assignment group. Ask your ServiceNow admin to extend the user's access.

**"Record created" but no link in Siit.** The ServiceNow record was created but the back-link save failed. Open the request timeline — the ServiceNow number is logged. Manually re-link if needed.


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