Servicenow field mappings

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

Email

Phones

Phone

Location

Location

 

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 (Category AND Configuration Name)  AND (Serial Number AND MAC Address)

*If no serial number nor MAC address is found, matching may use RMM UID 

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

 

Was this article helpful?
0 out of 0 found this helpful
Have more questions? Contact us