ServiceNow Integration

ServiceNow Integration

The ServiceNow integration connects CrownSync Playbooks to your ServiceNow ITSM instance, enabling bi-directional synchronisation of incident data. When an incident is created or updated in CrownSync, it is automatically reflected in ServiceNow, and vice versa.

Prerequisites

• A ServiceNow instance (any supported version)
• A ServiceNow user account with API access and the itil role
• Admin role in CrownSync Playbooks
• Network connectivity between ServiceNow and the CrownSync API endpoint

Connection Setup

1

Open Integration Settings

Navigate to Admin → Integrations and select ServiceNow from the available integrations.

2

Enter Connection Details

Enter your ServiceNow instance URL (e.g. https://yourcompany.service-now.com). Choose your authentication method:

• Basic Authentication — Enter a ServiceNow username and password
• OAuth 2.0 — Enter a Client ID and Client Secret from a ServiceNow OAuth application

3

Test and Save

Click Test Connection to verify the credentials, then click Save.

Sync Direction

You can configure the sync direction to suit your workflow:

• Outbound only— CrownSync pushes incident data to ServiceNow. Updates in ServiceNow are not reflected back.
• Bi-directional— Changes in either system are synchronised to the other. Requires a webhook configured in ServiceNow (see below).

Severity Mapping

CrownSync incident severity levels map to ServiceNow's Impact and Urgency fields as follows by default:

You can customise these mappings from the integration settings page to match your organisation's ServiceNow configuration.

Category Mapping

CrownSync incident categories (e.g. Ransomware, Business Email Compromise, Data Breach) are mapped to ServiceNow categories. You can configure the target category and subcategory for each CrownSync incident type in the integration settings.

Inbound Webhook Setup (ServiceNow → CrownSync)

For bi-directional sync, configure a Business Rule in ServiceNow to send updates back to CrownSync:

1. In ServiceNow, navigate to System Definition → Business Rules
2. Create a new Business Rule on the incident table
3. Set it to run on update operations
4. In the Advanced script, add an HTTP POST to the CrownSync webhook URL displayed in your integration settings
5. Include your CrownSync API key in the request headers
6. Test by updating an incident in ServiceNow and confirming it appears in CrownSync

Testing the Integration

After setup, verify the integration by:

1. Creating a test incident in CrownSync Playbooks
2. Confirming it appears in ServiceNow with the correct fields
3. Updating the incident in ServiceNow (if using bi-directional sync)
4. Confirming the update is reflected in CrownSync

Troubleshooting

• Connection refused— Verify the instance URL is correct and accessible from the internet
• Authentication failed— Check the credentials and ensure the user has the itil role
• Incidents not syncing— Check the sync direction setting and verify the webhook is configured correctly
• Field mapping errors— Review the severity and category mappings to ensure they match valid ServiceNow values

Integration instructions last verified: April 2026