Configuring the ServiceNow Integration
The ServiceNow Service Desk module supports a maximum password length of 50 characters, while the ServiceNow Portal generates a 101-character password. Before configuring the ServiceNow Service Desk module, log on to the ServiceNow Portal and change the password to one that is less than 50 characters long.
When configuring ServiceNow, you set the following:
Web Service Credentials: Including the Integration name, REST Endpoint (the URL you use to log in to your ServiceNow instance), the ServiceNow User name, Description (optional), and whether a password is required to change the ServiceNow configuration. In this step, you also choose your ticket management mode: Ticket to Incident or Event Management.
Fields Mapping: Mapping fields depends on the selected ticket management mode. For details, see Mapping ServiceNow Incident Status to Barracuda RMM Ticket Status in Ticket to Incident Mode in Configuring Ticket to Incident Mode or Mapping Barracuda RMM ticket severity to ServiceNow event severity in Event Management Mode in Integrating ServiceNow in Event Management Mode.
Asset Synchronization Options: Including the Import Set Table Name (See The Import Set Data Source Table Schema for more information) and the batch size.
Asset Synchronization Schedule: Including the daily synchronization schedule, an option to sync assets now, and the Log Viewer. ServiceNow assets are synchronized once a day.
Ticketing Options: The selection of which tickets to sync with ServiceNow. You can choose site-based tickets, website-based tickets, device-based tickets, and/or service tickets. Within each category, you can select various options.