SD Elements
ServiceNow ITSM
Technical requirements
The following requirements must be met to integrate ServiceNow ITSM with SD Elements.
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Basic Authentication must be enabled
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The user configured for the connection should:
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Have access to change requests
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Have permission to create and modify change tasks within the change request.
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Default assigned fields
The following fields are set by default:
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Short Description
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Description
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Priority
Behavior
The integration supports the following:
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Two-way status synchronization
Default Priority Mapping
ServiceNow ITSM |
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9-10 |
1 |
6-8 |
2 |
4-5 |
3 |
1-3 |
4 |
Connection details
Enter the connection details for the server.
Protocol |
Select the protocol for the connection (HTTPS or HTTP) (Default: HTTPS) |
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Server |
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. |
Credentials
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. |
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ServiceNow ITSM Password |
The password used to authenticate to the server. |
Tasks to Synchronize
Select tasks to synchronize.
Sync all tasks |
Synchronize all tasks from SD Elements. |
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Sync Risk Policy tasks |
Synchronize only tasks 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. |
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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 task based on its corresponding ServiceNow ITSM issue status.
See Status Mapping for more information. |
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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 task status.
See Status Mapping for more information. |
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Closed Issue Status |
The name of a status in ServiceNow ITSM to use when its corresponding SD Elements task is removed from the project.
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Unmapped Status Fallback (Optional) |
The SD Elements status to map to when encountering an unmapped ServiceNow ITSM status. |
Synchronization
Enter settings for synchronizing SD Elements tasks.
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 task. When you first synchronize a TODO task 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:
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Include code sample How-To’s in task 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 tasks
Select SD Elements tasks to synchronize with the ServiceNow ITSM change request.
Tasks having a minimum priority |
Only synchronize tasks 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) |
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Tasks with status meaning |
Only synchronize tasks with certain statuses, such as TODO or DONE. (Default: TODO) |
Limit to tasks having these phases |
Only synchronize tasks in certain phases, such as Requirements or Development. (Default: none selected, meaning tasks from all phases will be synchronized) |
Tasks having all of the following tags |
Only synchronize tasks containing certain SD Elements task tags. (Optional) |
Tasks with verification status |
Only synchronize tasks with a specific verification status, such as Pass or Fail. (Default: none selected, meaning tasks with any verification status will be synchronized) |
Advanced Issue Tracker options
Enter advanced configuration options.
Issue Tracker context |
Bind a set of tasks using a certain value. This is applicable only when custom titles are selected having the entry "Context" |
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Custom Priority Mapping |
By default, tasks 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.
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Custom Fields Mapping |
In addition to the default-assigned fields, you can map additional SD Elements fields to ServiceNow ITSM fields.
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. |
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Manually |
You must click the Sync button on the Issue Tracker Integrations page in order to synchronize the projects. This is the default value. |