This article defines how Servicenow fields are mapped to IT Glue fields. Learn more about integrating with Servicenow in this article.
ServiceNow does not have the concept of Company Types, Company Statuses, Contact Communication Items. Servicenow Companies will be considered of type Customer if they have the Customer field set to true, regardless of the value set for the Vendor field. If a Company has Customer set to false, then it will be either a Vendor or Other. Companies will be considered of status Active if the Active field is set to true, otherwise they will be considered Inactive.
For Configuration Item Statuses, the list is based on the dropdown values for the install_status field in Configuration Item.
A summary of the one-way sync behaviour:
- Configurations <—> Configurations Items
- Organizations <—> Companies
- Locations <—> Locations
- Contacts <—> Contacts
Configurations
| IT Glue: Configuration | Servicenow: Configuration Item |
|
Name |
Name |
|
Asset Tag |
Asset tag |
|
Contact |
Assigned to |
|
Default Gateway |
Default gateway |
|
Configuration Status |
Status |
|
Configuration Type |
Class |
|
Primary IP Address |
IP Address |
|
Location |
Location |
|
Manufacturer |
Manufacturer |
|
Model |
Model ID |
|
Notes |
Short description |
|
Operating System |
Operating System |
|
Purchased Date |
Purchased |
|
Serial Number |
Serial Number |
|
Primary MAC Address |
MAC Address |
|
Expiration Date |
Warranty expiration |
Organizations
| IT Glue: Organizations | Servicenow: Companies |
|
Name |
Company Name |
|
Type |
Customer, Vendor, Other |
|
Status |
Active, Inactive |
|
Parent Organization |
Parent |
|
Primary Location |
Location |
|
Short Name |
Company Name |
Contacts
| IT Glue: Contacts | Servicenow: Contacts* |
|
First Name |
First name |
|
Last Name |
Last name |
|
Title |
Title |
|
Emails |
|
|
Phones |
Phone |
|
Location |
Location |
* Includes Sys Users
Matching logic
Standard matching rules are used to match records within IT Glue when pulling over data from Servicenow. The sync will discover companies, configurations, contacts, and locations and match them to data in IT Glue using the fields shown in the table below:
| Rule | Matches On |
|
Organization |
Company Name |
|
Contacts |
(Company) AND (First Name AND Last Name) |
|
Configurations |
(Company) AND (Class AND Configuration Name) AND (Serial Number AND MAC Address) |
If the matching logic is unsuccessful in finding a match, a new record is created. When one or more identical matches are found, the item that was created first is matched on.
* If there is more than one match, the system will try to narrow the matches using a unique identifier, such as a serial number or MAC address, before matching on date created.
Related articles