ServiceNow ITSM

Technical requirements

The following requirements must be met to integrate ServiceNow ITSM with SD Elements.

  • Basic Authentication must be enabled

  • The user configured for the connection should:

    • Have access to change requests

    • Have permission to create and modify change tasks within the change request.

Default assigned fields

The following fields are set by default:

  • Short Description

  • Description

  • Priority


The integration supports the following:

Default Priority Mapping

SD Elements

ServiceNow ITSM









Connection details

Enter the connection details for the server.


Select the protocol for the connection (HTTPS or HTTP) (Default: HTTPS)


The domain name or IP address of the server

Context Root

Top-level location where ServiceNow ITSM is installed on a server. The value for this may be dependent on the configuration of an internal corporate proxy or where an administrator has installed ServiceNow ITSM.


Enter the credentials needed to authenticate to the server. The connection supports either Basic Authentication or Token Authentication.

Basic Authentication

ServiceNow ITSM Username

Username of a user authorized to connect with the server. This user should be able to view change requests and create change tasks.

ServiceNow ITSM Password

The password used to authenticate to the server.

Countermeasures to Synchronize

Select Countermeasures to synchronize.

Sync all Countermeasures

Synchronize all Countermeasures from SD Elements.

Sync Risk Policy Countermeasures

Synchronize only Countermeasures that fall under the risk policy.

Project details

Enter the project-level details.

ServiceNow ITSM change request ID

The sys id of a change request where the change tasks should be created.

Advanced ServiceNow ITSM Configuration

Enter advanced configuration options.

Map a ServiceNow ITSM status to an SD Elements status:

This mapping determines the status to assign an SD Elements Countermeasure based on its corresponding ServiceNow ITSM issue status.

Any unmapped ServiceNow ITSM status is mapped to the 'Incomplete' SD Elements status.

See Status Mapping for more information.

Map an SD Elements status to ServiceNow ITSM status

This mapping determines the status to assign ServiceNow ITSM issue based on its corresponding SD Elements Countermeasure status.

'Incomplete', 'Complete', and 'Not Applicable' SD Elements statuses must have a mapping. Any unmapped custom SD Elements statuses will use these mappings based on their meaning.

See Status Mapping for more information.

Closed Issue Status

The name of a status in ServiceNow ITSM to use when its corresponding SD Elements Countermeasure is removed from the project.

This status should be part of the ServiceNow ITSM status mapping.

Unmapped Status Fallback (Optional)

The SD Elements status to map to when encountering an unmapped ServiceNow ITSM status.


Enter settings for synchronizing SD Elements Countermeasures.

Authoritative Source

Select the tool that will be the authoritative system of record: ServiceNow ITSM or SD Elements. This field is used in case of conflicting statuses between the ServiceNow ITSM task and the SD Elements Countermeasure. When you first synchronize a TODO Countermeasure in SD Elements with an issue in ServiceNow ITSM, they will have the same status. If you then change the status in one tool, for example by closing the task in ServiceNow, they will have conflicting statuses. This conflict is resolved when the projects are synchronized. There are two options:

  • Issue Tracker (default): The SD Elements Countermeasure will be updated to match the status in ServiceNow ITSM. This is relevant to most workflows.

  • SD Elements: The ServiceNow ITSM status will be updated to match the SD Elements status.

  • Last Updated: SD Elements and ServiceNow ITSM tasks will always reflect the latest status. For example, if a ServiceNow ITSM task status is most recently updated then the SD Elements Countermeasure status will be updated to reflect the ServiceNow ITSM status. The opposite is also true.

Include code sample How-To’s in Countermeasure descriptions

Whether or not to include detailed code samples and How-To’s in the ServiceNow task.

This Issue Tracker server is hosted within a private network and cannot be reached directly by SD Elements.

Select this option if SD Elements does not have direct network access to the ServiceNow ITSM server.

For example, if you are using a hosted SD Elements instance but you want to integrate with an internal/protected ServiceNow ITSM system, choose this option and run the Remote Integration Agent to perform integration.

Filter Countermeasures

Select SD Elements Countermeasures to synchronize with the ServiceNow ITSM change request.

Countermeasures having a minimum priority

Only synchronize Countermeasures with a minimum priority, such as 7 or above. This is useful if you want to limit the amount of work for users. (Default: 1)

Countermeasures with status meaning

Only synchronize Countermeasures with certain statuses, such as TODO or DONE. (Default: TODO)

Limit to Countermeasures having these phases

Only synchronize Countermeasures in certain phases, such as Requirements or Development. (Default: none selected, meaning Countermeasures from all phases will be synchronized)

Countermeasures having all of the following tags

Only synchronize Countermeasures containing certain SD Elements Countermeasure tags. (Optional)

Countermeasures with verification status

Only synchronize Countermeasures with a specific verification status, such as Pass or Fail. (Default: none selected, meaning Countermeasures with any verification status will be synchronized)

Advanced Issue Tracker options

Enter advanced configuration options.

Issue Tracker context

Bind a set of Countermeasures using a certain value. This is applicable only when custom titles are selected having the entry "Context"

Custom Priority Mapping

By default, Countermeasures in SD Elements with priorities 9-10 are mapped to Critical in ServiceNow ITSM, 6-8 are mapped to High, 4-5 are mapped to Medium, and 1-3 are mapped to Low. Use this field to change the priority mapping or use custom priority values.

When filling in the mapping, use the sys id of the desired priority in ServiceNow ITSM.

Custom Fields Mapping

In addition to the default-assigned fields, you can map additional SD Elements fields to ServiceNow ITSM fields.

Fields that are not required or have default values do not need to be set.

For example, you may have a required field in your ServiceNow ITSM project that is not set by default. Custom field mappings can be set at both the system connection and project connection levels. Mappings set in a project connection override mappings set in the system connection.

For more details refer to section Advanced field support.

Sync frequency

Select how frequently the SD Elements and ServiceNow ITSM projects are synchronized. You can choose from the following options. The more frequently you run synchronization, the greater the performance impact on both the SD Elements and ServiceNow ITSM servers. This is generally only a concern for large organizations running many synchronizations at once.

Hourly, Daily, Weekly, or Monthly

The projects will synchronize automatically every hour, day, week or month. Daily synchronization is typically sufficient. However, you may want to select a more frequent interval if development moves quickly in your organization.


You must click the Sync button on the Issue Tracker Integrations page in order to synchronize the projects. This is the default value.

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