New hires open IT requests
Hires from NEOGOV open a ServiceNow request for accounts and equipment before the start date.
Service requests & work ordersConnector
ServiceNow integration
for city IT and service requests
ServiceNow is an IT service management platform used by larger cities and counties for the IT help desk, and sometimes for HR or facilities requests. Data lives in tables such as incident and sc_request.
Pre-built connector
ServiceNow
- Tier
- Pre-built connector
- Category
- Service requests & work orders
- Sign-in
- Username and password, or API key as basic sign-in
- Paging
- offset
§ Overview
What connecting ServiceNow does.
SentraBridge reads and writes incidents and any other table through ServiceNow's Table API, including only records changed since the last run. Other city systems can open tickets, and ticket status can flow back. Records pass through and aren't kept.
- Incidents: Read incidents: number, description, state, priority, assignment group and caller.
- Incident updates: Create and update incidents; read only ones changed since the last run.
- Any table: Read, create and update records in any table you name.
What SentraBridge can do with ServiceNow
| resource | read | write | changes only | fields |
|---|---|---|---|---|
| Incidents | list, read one | create, update | yes | ID, Number, Short description, Description, State, Priority… |
| Any table (set the table variable) | list, read one | create, update | yes | ID, Updated |
§ Use cases
What cities connect ServiceNow for.
Failed flows open incidents
Data-quality failures from a nightly load open an incident assigned to the integration team.
Incidents to developers
Incidents needing code changes create Jira issues, and resolution comes back to ServiceNow.
Facilities requests to work orders
Facility tickets become Cityworks work orders for building maintenance crews.
§ How it works
How to connect ServiceNow
- 01Get accessCreate an integration user with roles for the tables flows use.
- 02Add the connectionUse its username and password, or OAuth client credentials.
- 03Preview real recordsEnter the instance address, like city.service-now.com.
- 04Turn it onPreview incidents with a query before writing.
§ Often connected with
ServiceNow and the rest of city hall.
Systems cities commonly connect with ServiceNow, each with its own connector page.
§ FAQ
ServiceNow integration questions
Does ServiceNow have an API?
Yes. The Table API reads and writes any table over REST. SentraBridge uses it with an integration user or OAuth.
Can ServiceNow sync with Jira?
Yes. A flow creates Jira issues from incidents and updates the incident when the issue changes.
Do we need IntegrationHub?
No. SentraBridge calls the Table API directly.
Connect ServiceNow to the rest.
We'll set up a workspace with your systems in a sandbox and build your first flow with you.