Table of Contents

ServiceNow Incident Manager

About

The ServiceNow Incident Manager connector acts as a bridge between the internal ticketing application and ServiceNow. It automatically creates incidents in ServiceNow whenever new tickets are generated in the ticketing system and keeps both platforms synchronized by applying updates made on the ServiceNow side back to the ticketing application.

This ensures a consistent and up-to-date view of all incidents across both systems, without requiring manual intervention.

Key Features

  • External owner registration: On startup, the connector registers its element name as an external owner within the ticketing application so users can explicitly assign tickets to the connector.

  • Automatic ticket creation in ServiceNow: Tickets created in the local system (and assigned to the connector) are automatically sent to ServiceNow, which creates an incident record in ServiceNow.

  • ServiceNow-driven updates: When an incident is modified in ServiceNow (status changes, priority, etc.), the connector pulls those updates and applies them to the corresponding DataMiner ticket.

Limitations & Notes

  • The connector does not allow DataMiner to overwrite ServiceNow incident data after creation; ServiceNow is the authoritative source for updates.
  • If you need bidirectional updates (allowing local changes to update ServiceNow), this will require changes to the integration. Please contact the integration team to discuss this.

Technical Reference

Note

For detailed technical information, refer to our technical documentation.

Improve this page