Topic
This article explains how to map your ServiceNow companies to your NinjaOne organizations, enabling incident management.
If you have not already enabled the ServiceNow integration, refer to NinjaOne Integrations: Getting Started With ServiceNow to learn how to do so.
Environment
- NinjaOne Integrations
- ServiceNow
Description
The Organization Sync tab in the ServiceNow application page in NinjaOne allows system administrators and technicians with the appropriate permissions to add, delete, or update the mapping structure for organizations in NinjaOne to device role mappings. The incident in ServiceNow will reflect the corresponding company or organization information when it is created.
Each organization has its own configuration mapping structure to specify whether it allows incidents or tickets and shows the sync's status (active, pending, in queue, deleted, inactive).
Index
Select a category to learn more:
Manually Sync an Organization
When you enable the ServiceNow app in NinjaOne, it becomes active, and all organizations are automatically synced. As a result, the Add button will not be displayed. If the app is enabled but inactive, the Add button will be displayed, and you can manually sync organizations.
- Click Add in the Organization Sync tab.
The Add Sync Configuration modal displays.
Figure 1: NinjaOne → ServiceNow application → Organization Sync → Add
- Select the NinjaOne organization from the top drop-down menu (Organization) and then select the name of the device role from the second drop-down menu (Configuration item mapping).
- Select the ServiceNow company that will sync its data with its corresponding NinjaOne organization.
- Select the checkbox at the bottom of the page to allow incident alerts.
Figure 2: NinjaOne → ServiceNow application → Add organization sync configuration → Allow incidents
- Click Save.
A banner confirms that the organization will be automatically synced with ServiceNow.
Add Customer Account Data
If you use the customer service management (CSM) plugin (sn_csm_wrkspc) in ServiceNow, you have additional options for mapping NinjaOne organizations to ServiceNow customer accounts.
Additional Resources
The following knowledge article will help you get the most out of NinjaOne's integration with ServiceNow: ServiceNow integration documentation in NinjaOne.
Refer to the following articles to learn more about configuring ServiceNow integration settings in NinjaOne: